HTC WARRANTY warning

hawkwind23

just a warning really for anyone holding an HTC phone and considering sending it back under the 2 year warranty.

mine developed a fault with the touchscreen (digitiser) and i called HTC to check the warranty , i was cheerfully informed that it was under warranty and no problems to fix.

could go into detail but after a few courier no shows i delivered myself to UPS.

HTC then emailed me quoting £200 to fix my phone!
( a digitiser is about a tenner)
or £50 to return my phone
or the "recycle" option , give htc my phone for free

i eventually got a response as to why it wasnt fixed under warranty.

there was a scratch on the screen and a small dent on the casing!
both normal wear and tear on a year old phone and bear no relation to the fault i experienced.

so BEWARE htc owners of the warranty terms and conditions!

i was never told that if my phone was not able to be fixed i would have to pay £50 to have it returned , i was triumphantly told that this would of been in the small print of the terms and conditions in the booklet that came with my phone!

so consider this before thinking of sending a phone back !!!!

in my case i could of replaced the part in a local shop for £30

Bluefoam

I wouldn't accept that. Unless they can prove a corolation between the damage you caused and the fault. Threaten to bring them to the small claims court and complain to the consumer rights ombudsmen.

Longford Leader

I presume the phone was more than 1 year old otherwise the place of purchase has to remedy the fault first.

hawkwind23

yeah just over a year old , maybe not even to be fair , bought in Asda as part of a deal last year for £207.
the small claims and all that i will do as i believe i am within my rights and am of the opinion this company is operating a money making or recuperation scam with this misleading warranty but its all so much hassle.

im putting this post up as a warning when someone searches boards about an htc warranty.

redscan

Longford Leader wrote: »

I presume the phone was more than 1 year old otherwise the place of purchase has to remedy the fault first.

There isn't really a time limit as such on these things. Asda should be your first contact as you have a contract with the them and not with HTC. Although going to the manufacturer directly can sometimes be the quickest option!

hawkwind23

yeah , with HTC i called them first and was led to believe this was a simple process , the phone was under warranty and had a fault.
it all sounded so simple, courier comes picks it up and as if by magic i get my phone back working in 10 days.

heres a reply i just got , its worth reading as it states that a warranty will be deemed invalid due to normal wear and tear! perhaps someone could explain that to me!!!

also its now been turned into a Miss Marple "case" there is an investigative team with its own leader! and they compile photographic evidence and all sorts! i feel like a criminal , all i did was send a faulty phone for repair and now ive got Bergerac sifting through evidence with his team.
you really couldn't make the modern world up










Thank you for your email.

I would firstly like to say, I am sorry to hear you are upset with the situation regarding your repair and the subsequent quotation that followed.

I understand you had arranged a repair for a touchscreen issue nd after the engineers diagnosis of the phone, your were sent a quotation. If you would permit me to explain further about our warranty -

When we undertake a warranty repair, the phone we repair must be in a warrantable condition.

If it transpires there are other issues that would render the phone not to be in a warrantable condition, the customer must address this. In effect, returning the phone to an in-warranty condition (minus any reported faults that would be covered by warranty).

Please see the following part from the HTC terms & conditions -

THIS LIMITED WARRANTY SHALL NOT APPLY IF - b) deterioration of the Product due to normal wear and tear c) use other than in accordance with the user manual, rough handling, exposure to moisture, dampness or extreme thermal or environmental conditions or a rapid change in such conditions, corrosion, oxidation, unauthorized modifications or connections, unauthorized opening or repair, repair by use of unauthorized spare parts, accidents, forces of nature, or other actions beyond the reasonable control of HTC (including but not limited to deficiencies in consumable parts) unless the defect was caused directly by defects in materials or workmanship.

This Limited Warranty does not cover physical damage to the surface of the Product including but not limited to cracks or scratches on the LCD screen or camera lens.

The case notes suggest that the HTC team-leader Paul, has requested the notes on the case and supporting photographic evidence to confirm this out of warranty decision. This takes a few days, so will relay this to you as soon as it is made available.

I hope this will explain our warranty and out-of-warranty policy and will contact you as soon as the data is uploaded.

Let me know if I have successfully answered your question, please click here to complete this.

To send a reply to this message, please click here.

Sincerely,

Jason

HTC

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Sofiztikated

To be honest, my Hero developed a screen fault after a year and 3 months. I got onto HTC directly, and within a day, it was in a box, ready to ship.

I shipped, and they looked at it, repaired it as it was a screen fault, and shipped it back to me. Total turnaround time was about 10 days.

It all depends on what the actual damage was.

BrokenArrows

I had a similar issue, they tried to charge me for something which was under warranty. After a few weeks of fighting they finally agreed to fix it for free.