HTC - Avoid if possible. Warranty issue

sandin

I won't bore you with the 3 months of hassle, (December 5th to today) except to say the microphone went and HTC refused to repair it under warranty as the screen had already been replaced by a third party (another repair shop) and becasue someone else dared to open the phone, the warranty is void even if the fault being claimed on is nothing to do with the third party repair.

HTC don't seem to understand that a manufacturer's warranty is in ADDITION to your rights under the sale of goods act.

Finally today I received the phone back after threatening legal action (they were holding onto the phone in case I took a small claims court case against them) and with the phone was the quote for the repair.

Are you ready???


€10.82 (parts = 1.76)

Yes - HTC will go to the ends of the earth to avoid paying for the simplest of repair jobs even though the fault is a well known and documented fault with the phone.

Avoid their products at all costs!

If anyone questions this, (as it does seem very ludicrous) all emails and official quote are on file.

Just don't even think of buying a HTC product if you think you'll need their warranty service.


(btw - if I was told it was just going to be 10.82, I'd have paid it myself - I was just told that HTC would not authorise the repair.)

Professey Chin

So a third party broke the seal stating warranty void if broken and HTC are saying the warranty is now void?
I fail to see your complaint

sandin

The Great Chinholio wrote: »

So a third party broke the seal stating warranty void if broken and HTC are saying the warranty is now void?
I fail to see your complaint

Maybe you don;t understand the sale of goods act or what a warranty is.

A warranty is in ADDITION to your rights under the sale of goods act.

e.g. - if you replace the windscreen on the car and the turbo goes - you don't forgo your rights to have the turbo replaced / repaired.

Atomic Pineapple

If you buy a car the warranty is only valid if you use approved parts in servicing during the warranty period, if you don't your warranty is void, seems to be the same scenario here so you don't really have a complaint to make.

EG: you buy a Ford car, you replace the brake pads with some cheapo Chinese ones from your local indy, your warranty is void.

Professey Chin

And HTCs Warranty invalidation

Warranty invalidation
The warranty is invalidated if the defect is caused (howsoever) by misuse, neglect, and tampering or incorrect adjustment. It is invalidated if unauthorised persons carry out any alterations or repairs. Repair of such a unit will be classified as a Non Warranty chargeable repair.

Examples of Non Warranty chargeable repair due to Misuse and / or accident includes:

Dropping the unit on the ground.
Dropping the unit in water.
Damage because of dog bites.
Damage to the charger connector socket pins through use of undue force.
Failure of the customer to follow the instructions properly as per the manual.
Failure to upgrade the software as per procedures outlined in network operator’s web site.
Downloading ilegal or incompatible software to the handset.

HTCs design makes it impossible to change a screen without taking almost the entire phone apart. So the microphone has been tampered with by an unauthorised repair agent . They might not have caused the fault but they have broken the agreement.

sandin

draffodx wrote: »

If you buy a car the warranty is only valid if you use approved parts in servicing during the warranty period, if you don't your warranty is void, seems to be the same scenario here so you don't really have a complaint to make.

EG: you buy a Ford car, you replace the brake pads with some cheapo Chinese ones from your local indy, your warranty is void.

Incorrect - the warranty on the brakes would be void, but on all other parts it would still be valid.

And as per OP - a warranty is in ADDITION to your rights under the sale of goods act and if there is something wrong that is a KNOWN and DOCUMENTED manufacturing fault, then it must be repaired free of charge. That is your right as a consumer when you purchase a product.

sandin

The Great Chinholio wrote: »

And HTCs Warranty invalidation

HTCs design makes it impossible to change a screen without taking almost the entire phone apart. So the microphone has been tampered with by an unauthorised repair agent . They might not have caused the fault but they have broken the agreement.

again - you don't seem to be able to read the following line

A manufacturers warranty is in ADDITION to your rights as a consumer under th sale of goods act. E.G - the manufacturers warranty is worth the piece of paper it is written on as your consurmer rights under EU law are stronger than most warranties.

My main issue, is the cost was so minor, that they went to the end of the earth to avoid it and even refused to hand back the phone. If I had know the cost was going to be a tenner, I'd have paid it on the spot. Its their attiutude and distinct non caring for the customer that would prevent me ever looking at one of their products in future.

srsly78

Well better boycott Apple and loads of other companies as well so.

Take it to small claims court and see how you get on. Best of luck.

sandin

srsly78 wrote: »

Well better boycott Apple and loads of other companies as well so.

Take it to small claims court and see how you get on. Best of luck.

Actually Apple are quite good when it comes to a known manufactring fault. As for small claims court - its a TENNER that they were arguing about - they just failed to tell me that this is all it would cost!!

Theimprover

I have found HTC service excellent, HTC FTW

Telchak

If I remember my Junior Cert Business Studies correctly, the Sale of Goods and Supply of Services Act also states that the retailer who sold you the phone is responsible for repairing or replacing the device under your statutory rights, not the manufacturer.

sandin

Telchak wrote: »

If I remember my Junior Cert Business Studies correctly, the Sale of Goods and Supply of Services Act also states that the retailer who sold you the phone is responsible for repairing or replacing the device under your statutory rights, not the manufacturer.

True and they may also pass you direct to the manufacturer which happened in this case.

If I wanted to I could go back this route, but as I've said its a tenner to get fixed and thats where it became unbelieveable - a huge amount of hassle for a lousy tenner - if I had been told that on day one, I would not have given 2 hoots about a warranty, but i was told it could cost up to €200 and never give an exact figure. Hencew the reason, i won't be picking a htc product again.

Local store has now repaired it and its ready for collection (left in at 2.30pm)

Telchak

But from what you posted, it looked like you believed HTC were obliged to fix your phone.

Only the retailer were obliged to give you a repair or replacement. If they suggested to you that you should go through the warranty process, you could have said no and they would still have been obliged to fulfil your statutory rights. You opted to go the warranty route, and it turned out you weren't entitled to it.

Hardly seems like there's any difference in this respect between HTC and any other electronics manager, all of which have warranty void seals and clauses.

du Maurier

Theimprover wrote: »

I have found HTC service excellent, HTC FTW

I concur. They were excellent in picking up the pieces (literally) when Fonemenders destroyed my phone. Their online chat service is impeccable - erudite, intelligent, understanding staff that strive to help you out. They had everything sorted out to my satisfaction just over a week and that was dealing with a UK based company. It's places like fonemenders that need to take a leaf out of their book.

killbillvol2

So I should avoid buying another HTC phone (which would be my third) on the advice of someone who can't read Terms and Conditions?

I think not :rolleyes:

Lol, we'll all avoid HTC so because you had an issue :pac:
I'd tend to agree with HTC here anyway, some 3rd party repairer messing about with the screen. Any chance the microphone got damaged when the screen did?

Of course not

sandin

killbillvol2 wrote: »

So I should avoid buying another HTC phone (which would be my third) on the advice of someone who can't read Terms and Conditions?

I think not :rolleyes:

No, on the way they took 3 months to deal with the issue and it being a minor issue that is a WELL KNOWN MANUFACTURING defect.

RoverJames wrote: »

Lol, we'll all avoid HTC so because you had an issue :pac:
I'd tend to agree with HTC here anyway, some 3rd party repairer messing about with the screen. Any chance the microphone got damaged when the screen did?

Of course not

considering the screen and phone worked for over 3 months after the screen was repaired and considering the fault happend slowly over aweek exactly as described by the countless other people who had the same fault and considering carphone warehosue (phone not bought from them) said they had experienced several HTCs with microphone issues, then I don't think so.

Has boards really got to this level. Someone has a minor issue that took HTC THREE MONTHS to even return the phone and 5 weeks to make initial contact and everyone thinks this is great service????

And then the repair at the centre of it is so minor that it is quoted at just over a tenner??

sandin

sandin wrote: »

........

Has boards really got to this level. ..........

I was thinking the same at your advice to avoid HTC if possible due to your incident

MagicMarker

Had my HTC for 2 years, it hasn't developed a single fault.

sandin

Well despite the naysayers here who don't understand that a manufacturers warranty is worth the paper it is printed on and your rights under Irish consumer law is far more valuable, Three have agreed with me and are disapointed in the way HTC handled the issue.

It is a known MANUFACTURING fault with the phones and Three are replacing it with a new phone and have even agreed to replace it with an Iphone to boot.

Full marks to Three.

Venom

sandin wrote: »

Well despite the naysayers here who don't understand that a manufacturers warranty is worth the paper it is printed on and your rights under Irish consumer law is far more valuable, Three have agreed with me and are disapointed in the way HTC handled the issue.

It is a known MANUFACTURING fault with the phones and Three are replacing it with a new phone and have even agreed to replace it with an Iphone to boot.

Full marks to Three.

Which phone do you have that has a known MANUFACTURING fault?

Also a original Desire owner here without a single problem since I bought the phone on its first day of release in this country, so don't think I'll be avoiding the brand

killbillvol2

sandin wrote: »

Well despite the naysayers here who don't understand that a manufacturers warranty is worth the paper it is printed on and your rights under Irish consumer law is far more valuable, Three have agreed with me and are disapointed in the way HTC handled the issue.

It is a known MANUFACTURING fault with the phones and Three are replacing it with a new phone and have even agreed to replace it with an Iphone to boot.

Full marks to Three.

Go away...

I'm sure you'll be much more comfortable with an iphone.

And of course they have no known MANUFACTURING faults. :rolleyes:

htcocacola

sandin wrote: »

Well despite the naysayers here who don't understand that a manufacturers warranty is worth the paper it is printed on and your rights under Irish consumer law is far more valuable, Three have agreed with me and are disapointed in the way HTC handled the issue.

It is a known MANUFACTURING fault with the phones and Three are replacing it with a new phone and have even agreed to replace it with an Iphone to boot.

Full marks to Three.

good to see your sorted but an Iphone :rolleyes:

sandin

Venom wrote: »

Which phone do you have that has a known MANUFACTURING fault?

Also a original Desire owner here without a single problem since I bought the phone on its first day of release in this country, so don't think I'll be avoiding the brand

HTC Desire HD - Key in "HTC Desire Microphone fault" into google and see for yourself. Mine worked perfectly for a year and then one day in between 2 calls the caller could not hear.

killbillvol2 wrote: »

Go away...

I'm sure you'll be much more comfortable with an iphone.

And of course they have no known MANUFACTURING faults. :rolleyes:

At least Apple's customer service handle things properly and repair fault free of charge.


My sincere apologies for anyone affected by this thread. I beg forgiveness for infoming you that your legal consumer rights hold a far higher precedence over a firm's warranty.

I also beg forgivness for informing you of the lengths a company such as HTC will go to in order not to make a tiny repair on the phone caused by their poor workmanship unless the consumer pays.

And I'm really really sorry for bringing to you attention that these companies see many of youse as suckers and that they can fob you off so easily and say that their "warranty" is not valid.

:rolleyes:

deman

sandin wrote: »

Well despite the naysayers here who don't understand that a manufacturers warranty is worth the paper it is printed on and your rights under Irish consumer law is far more valuable, Three have agreed with me and are disapointed in the way HTC handled the issue.

It is a known MANUFACTURING fault with the phones and Three are replacing it with a new phone and have even agreed to replace it with an Iphone to boot.

Full marks to Three.

Best of luck with your new iPhone.

Don't break it.

Idleater

deman wrote: »

Don't break it.

Don't hold it left handed

Star Lord

sandin wrote: »

I also beg forgivness for informing you of the lengths a company such as HTC will go to in order not to make a tiny repair on the phone caused by their poor workmanship unless the consumer pays.

And I'm really really sorry for bringing to you attention that these companies see many of youse as suckers and that they can fob you off so easily and say that their "warranty" is not valid.

:rolleyes:
Why are you still going on about this? You invalidated your warranty by getting the phone opened and worked on by a 3rd party:

sandin wrote: »

...HTC refused to repair it under warranty as the screen had already been replaced by a third party (another repair shop) and becasue someone else dared to open the phone, the warranty is void even if the fault being claimed on is nothing to do with the third party repair.

Anybody that works with electronics will tell you that opening/changing parts in devices invalidates the warranty as anything that subsequently goes wrong cannot be guaranteed to be down to a manufacturing issue.

Telchak

sandin wrote: »

Full marks to Three.

No marks to Three. They did exactly what they were legally obliged to do, which was fulfil you statutory rights.

HTC were not legally obliged to do anything. You did something that specifically makes their warranty void. This is a policy that most, if not all, electronics manufacturers would share.

After all the posts in this thread, how can you still think HTC did you wrong?

Nothingbetter2d

i have no major problems with my DHD. at first i was a bit disappointed with the phone due to battery life... but going from froyo to gingerbread fixed that issue.

Also HTC have a working beta of Icecream Sandwich for the DHD available. So that might resolve the mic bug some people have.

http://www.theandroidsoul.com/ice-cream-sandwich-rom-for-desire-hd-lc-ics-4-0-3/

NOTE the DHD needs to be unlocked from the network.

Senna

Avoid HTC
THREE are brilliant

Did i stumble into "opposite world"??

s_carnage

Hold on a minute here. You said you got it repaired in a local store and were collecting it on the 24th and then 5 days later 3 decide to give you a brand new iphone for a phone that you got fixed for about a tenner?!?

Something smells fishy here......

recyclebin

I also had a few different problems with my HTC desire HD. None of them were the same as the OP but were also well documented faults. I went down the bring it back to shop route and had nothing but hassle trying to get it fixed. They eventually replaced it for a Sensation when i threatened small claims court.

I don't know what it is about phones and phone companies but they do seem to be one of the hardest type of retailers to deal with when you have a problem