Problems with HTC Advantage?

[sammplez]

I have had the worst time trying to get HTC to repair my phone through their Advantage program. I cracked the screen on Tuesday (9/02), called and paid $29 (with a $600 hold on my credit card) to have them overnight ship me a refurbished phone, which I would have on Thursday (9/04). I would then return my phone with the cracked screen, and everything would be great, right? Nope. By Thursday, the package hadn't even been sent to UPS. So I called and got my shipping refunded and then the refurbished phone shipped on Friday (9/06) and I got it on Monday (9/08). Turns out, the phone they sent me as a replacement had a defective touch screen. Called and was told they could send me one RIGHT THAT SECOND and then refund the shipping with another call during business hours. I opted to call again during business hours and was told they wouldn't open a new ticket until the defective device was shown as being shipped back, so I ran to the UPS store and shipped it, then called back to have another phone sent out. Well, they tell me they need to have the phone in the warehouse before they can send me out a replacement for my replacement. The estimated date for me to receive a new phone is Monday (9/15). On top of that, they want me to pay for shipping on the second replacement device.
None of the representatives told me the same story and they all contradicted each other. Supervisors were no help either. Is this typical of HTC customer service? Has anyone else had any problems with the HTC Advantage?

 

[Ezduzit]

I used it about a week ago and it went flawlessly, the only problem I'm having is the battery life is terrible on my replacement device.

 

[sammplez]

Maybe it's just a fluke. The most irritating part was all the misinformation from customer service. Hopefully it will work out!

 

[chazglenn3]

I am having a similar experience. I set up an advance replacement last Tuesday. I didn't get the replacement phone until Friday. I opened the box and found the refurbished phone had a scratch on the camera lens and the back cover. I started a live chat and was told it would be escalated to Tier 2 support. I had not heard from them by this Tuesday so I sent an email to the president of HTC North America. I got a call shortly thereafter from a very nice woman that offered to refund my shipping or send me a free Dot View Case, and get another phone sent out right away. I took her up on the case offer. Then, the replacement of the replacement phone got delayed due to severe weather. It has been delivered today.

 

[sammplez]

Since I posted this thread, I HTC has called me and offered free two day air shipping, which was then upgraded to overnight. This was on Wednesday, and the package hasn't shipped yet. Still looking at Tuesday or later for another replacement. 11 phone calls and still two weeks or more for a working phone. I'm glad it turned out well for you and I might have to take that route to get some damn customer service!

 

[Lodingi]

Ugh. I just shipped mine out for replacement. Hopefully it will go smooth.

 

[chazglenn3]

I just got home and this replacement is in excellent shape.

Posted via Android Central App

 

[Lodingi]

I just got home and this replacement is in excellent shape.

Posted via Android Central App

Good to hear. What was the turn around time?

 

[sammplez]

UPDATE: 15 days and 12 calls to HTC later, I have a working, non cracked phone in my hands. I was promised this phone on Friday of last week and it arrived today. It also arrived with a considerable defect on the metal edge above the SIM card tray. It bulges out noticeably for about half an inch, as though it's seperating from the body. Overall, I am very dissapointed and still quite upset with the service I encountered during this process.

 

[chazglenn3]

Good to hear. What was the turn around time?

I got it in 4 days, but the tracking information said it was delayed due to severe weather.

 

[Lodingi]

I'm happy to say I had a pleasant experience. I chose the $19 option, and first returned my device. It was banged up pretty good and I cracked the screen. I also returned the device unlocked with s-off (oops). Others mention being charged a couple hundred dollars for returning the device unlocked. Fortunately I did not get charged for my geekness. Lol.

My replacement device was shipped out the same day they received my phone. The replacement device is in pristine condition. My only gripe is the screen is not as visible, when wearing polarized sunglasses, as my original. Not sure if I should push the issue.

 

[Aegis101]

Since you guys are talking about shipping your devices to htc I have a question you guys might be able to answer. I have to ship mine to them first since mine has some minor damage on the bottom I don't feel like paying for if i did the one day replacement. The whole time I was talking with them it sounded like i was responsible for the whole process of shipping it to the repair center, yet the same day I got an email with a ups shipping label attached. I'm suspicious purely because it seems counter to what I was understanding.

 

[Stefan Frandsen]

I'm happy to say I had a pleasant experience. I chose the $19 option, and first returned my device. It was banged up pretty good and I cracked the screen. I also returned the device unlocked with s-off (oops). Others mention being charged a couple hundred dollars for returning the device unlocked. Fortunately I did not get charged for my geekness. Lol.

My replacement device was shipped out the same day they received my phone. The replacement device is in pristine condition. My only gripe is the screen is not as visible, when wearing polarized sunglasses, as my original. Not sure if I should push the issue.

What was the issue for which you were originally sending the phone back under warranty? I ask because I need to warranty mine too, and I'm hesitant that they'll try to bill me a lot more because I have two small scuff marks on the side of the phone that are unrelated to the issue I'm having.

 

[Lodingi]

I had a cracked screen. I started a live chat from their website, and was given my options. It was painless.