Screen Crack from Squeezing
- Thread starter supaeuro
- Start date
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?
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?
Yikes. There has to be some way to expedite the process. Does anyone know how to file claims with the BBB?
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.
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.
Sounds like my experience:
Here's the link to file a complaint with the BBB:
https://www.bbb.org/northwest/busin...omplaints?section=reviews&reviewtype=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.
Here's the link to file a complaint with the BBB:
https://www.bbb.org/northwest/busin...omplaints?section=reviews&reviewtype=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.
NightOrchid
Well-known member
- Jan 26, 2014
- 369
- 0
- 0
Wow.. sorry to hear of your ordeal OP... and lets face it.. after this long .. it becomes an "Ordeal".. I just picked up a 2nd one today... I tried the squeeze function to open Music... its kinda ok, but nothing amazing..
After reading this thread and others online, Ive disabled it..
Hope you get it fixed soon OP.. Ide bill HTC for the phone call costs and your time too
Keep us posted and good luck
After reading this thread and others online, Ive disabled it..
Hope you get it fixed soon OP.. Ide bill HTC for the phone call costs and your time too
Keep us posted and good luck
Update: 48 hours went by and surprise; nothing from HTC. Contacted them again and they are saying now its 5-8 days more so they can do the proper analysis?
What's 5-8 more days when they have had the phone for 68?
What's 5-8 more days when they have had the phone for 68?
Update: 48 hours went by and surprise; nothing from HTC. Contacted them again and they are saying now its 5-8 days more so they can do the proper analysis?
What's 5-8 more days when they have had the phone for 68?
What's 5-8 more days when they have had the phone for 68?
Morty2264
Ambassador
- Mar 6, 2012
- 22,921
- 1,057
- 113
I'm so sorry, OP - that's rough. After two months, one would hope that a solution would have been figured out. Please continue to update us. Hopefully HTC will get back to you promptly and an end to this is in sight for you!
As someone who worked in customer service for almost five years, I feel like now is the time for them to do their best to compensate you for this ordeal.
I created an account just to see if my information could help OP. I was and and still kind of in the same situation. My HTC U11 had the touchscreen bug that would cause lag and random actions on the phone. So I contacted HTC about a repair and they said that it would take 20-25 business days because of a delay of parts. I was like ok that's fine, I'll deal with it.
I created the ticket 10/10/2017 and sent the phone that same day. The phone arrived at the repair center on 10/16/2017. Weeks went by and I heard no updates on my phone. I would call and get nowhere. The support system has poor communication. The repair center can doesn't seem to update the ticket accurately and the support staff pretty much doesn't know anything besides what the consumer does.
So by the time my repair ticket status was updated, it said they received the phone 11/08/2017. Naturally this was not accurate as I sent it via USPS with signature and tracking so I know this was not accurate. So I called and called and got nowhere. I got frustrated and started looking around and found out some users with the same issues would contact Andre Lonne, the president of HTC America, via LinkedIn. I sent him a message explaining my situation and received a response from him saying he would forward the information to Lisa Ordell, the customer service manager.
I received an email from Lisa saying that she would look to get this resolved. I did not hear back from her for a little less than a week. I then contacted Andre again and told him I did not hear back from her and that he would follow up with her. So this is where things start to move forward a bit.
After a few days I called the customer support to check for an update and to just let them know how frustrating of an experience this has been. After getting off the phone with them, I received a call back from the RMA department at HTC offering a promo code for a brand new HTC U11 to make up for the problem that has been this repair process. I gladly accepted but of course the promo code did not work. I called back and they said that it was strange that it did not work and that they would get back to me in 24-48 hours; of course this turned into close to two weeks and still nothing.
So I just kept being persistent and letting them know this is not good customer service. At this point I was looking at possible legal action. An interesting note is I asked a representative how long HTC can legally hold a phone for repair and they replied with until the warranty ends which I thought was strange. Anyways over this week, I returned home from my girlfriend's place and I see this package in front of my door. I opened it to see a new HTC U11 sent from HTC. I was shocked because I was not made aware that I would be sent this. The tracking on the package says it was dropped off 12/20/2017. So it sat there for a day without my knowledge and luckily nobody came and took it. I'm just glad this whole ordeal was over with I will probably call this week though confirming that I received the package and to close the ticket.
My advice to OP is to reach out to Andre Lonne and go from there. Calling the corporate number hangs up on you so that doesn't help. Be persistent in contacting anyone at HTC and letting them know your situation and how unsatisfied you are with how it has been handled. If it gets to a point where nothing is working, look into filing a small claim.
Keep up updated OP. Hope you are able to get this resolved soon.
I created the ticket 10/10/2017 and sent the phone that same day. The phone arrived at the repair center on 10/16/2017. Weeks went by and I heard no updates on my phone. I would call and get nowhere. The support system has poor communication. The repair center can doesn't seem to update the ticket accurately and the support staff pretty much doesn't know anything besides what the consumer does.
So by the time my repair ticket status was updated, it said they received the phone 11/08/2017. Naturally this was not accurate as I sent it via USPS with signature and tracking so I know this was not accurate. So I called and called and got nowhere. I got frustrated and started looking around and found out some users with the same issues would contact Andre Lonne, the president of HTC America, via LinkedIn. I sent him a message explaining my situation and received a response from him saying he would forward the information to Lisa Ordell, the customer service manager.
I received an email from Lisa saying that she would look to get this resolved. I did not hear back from her for a little less than a week. I then contacted Andre again and told him I did not hear back from her and that he would follow up with her. So this is where things start to move forward a bit.
After a few days I called the customer support to check for an update and to just let them know how frustrating of an experience this has been. After getting off the phone with them, I received a call back from the RMA department at HTC offering a promo code for a brand new HTC U11 to make up for the problem that has been this repair process. I gladly accepted but of course the promo code did not work. I called back and they said that it was strange that it did not work and that they would get back to me in 24-48 hours; of course this turned into close to two weeks and still nothing.
So I just kept being persistent and letting them know this is not good customer service. At this point I was looking at possible legal action. An interesting note is I asked a representative how long HTC can legally hold a phone for repair and they replied with until the warranty ends which I thought was strange. Anyways over this week, I returned home from my girlfriend's place and I see this package in front of my door. I opened it to see a new HTC U11 sent from HTC. I was shocked because I was not made aware that I would be sent this. The tracking on the package says it was dropped off 12/20/2017. So it sat there for a day without my knowledge and luckily nobody came and took it. I'm just glad this whole ordeal was over with I will probably call this week though confirming that I received the package and to close the ticket.
My advice to OP is to reach out to Andre Lonne and go from there. Calling the corporate number hangs up on you so that doesn't help. Be persistent in contacting anyone at HTC and letting them know your situation and how unsatisfied you are with how it has been handled. If it gets to a point where nothing is working, look into filing a small claim.
Keep up updated OP. Hope you are able to get this resolved soon.
HTC finally called me today and sent me a code for a new phone. They received my phone on 11/07, and it took them this long to finally do the right thing/
Thanks for the info Weezie.
I just got a voicemail from someone (couldn't understand name) that said htc will give me a promo code for a new phone. All I need to do is call back, but they left no phone number. I called customer service and they said to try back on Tuesday during business hours as they show nothing in their system?
I guess I'll try them on Tuesday and update back. In the meantime if someone has a different phone number to get this couple code, let me know.
I just got a voicemail from someone (couldn't understand name) that said htc will give me a promo code for a new phone. All I need to do is call back, but they left no phone number. I called customer service and they said to try back on Tuesday during business hours as they show nothing in their system?
I guess I'll try them on Tuesday and update back. In the meantime if someone has a different phone number to get this couple code, let me know.
I also want to add that I did file a BBB claim prior to receiving a phone call from HTC. A second after I received the phonecall, I got an update from BBB. I believe the only reason they are offering me a new phone is because of the claim.
I'll report back on Tuesday after I speak with HTC.
I'll report back on Tuesday after I speak with HTC.
Final update: HTC did reach back out to me today with a coupon code for a free phone. I just entered the code and it did adjust the price including tax and shipping to $0. I placed the order and have a confirmation code showing $0 charge etc.
At this point I'm grateful that HTC decided to resolve this issue/factory defect. However I'm not a fan of the lack of communication. All I was looking for was a realistic time frame and status update and HTC could not supply either throughout the 3 month experience. I also feel that the only reason they are giving me a free phone is due to the BBB complaint as they immediately reached out after the claim.
HTC did right on their end but I will never purchase a HTC phone again.
At this point I'm grateful that HTC decided to resolve this issue/factory defect. However I'm not a fan of the lack of communication. All I was looking for was a realistic time frame and status update and HTC could not supply either throughout the 3 month experience. I also feel that the only reason they are giving me a free phone is due to the BBB complaint as they immediately reached out after the claim.
HTC did right on their end but I will never purchase a HTC phone again.
Sounds like my same exact story. I'm glad it finally got resolved.
I, like you, am never buying HTC again.
I, like you, am never buying HTC again.
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