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Problems with HTC and my HTC Desire.
visidigi
Posts: 6,650 Forumite
Ok stick with me - its long but everything should be in here...
A year ago today I called o2 and through a special offer they had on I purchased an HTC Desire for a rather cheap (at the time) £285 delivered.
About 6 months in the phone started randomly rebooting itself, thinking it was a rogue app I perservered until it got too much and three months ago I got in touch with HTC to ask them about the problem. They claimed it was not something they knew occured (even though the internet is FULL of early HTC desires like mine rebooting by itself I now find out) - they did a factory reset over the chat session with me, advising what I needed to do and where.
The phone cleaned, I started using it as you would expect a smartphone to be used - and then it started rebooting itself again, eventually I pinpointed this down to being flash based and asssociated with high load applications and websites. It would do it instantly on google nav, and within minutes of it surfing with the charger plugged in.
I tried for another few weeks to put up with it, but 8 weeks ago I gave up, and sent it over to HTC for repair. They didn't mention at any point prior to collection, but they had just got a new repair center - the tracking is never updated and I kept chasing for updates, especially after it sitting in testing for 6 days.
Chasing for three weeks no less, with the phone finally coming back after 21 days from original dispatch. I get it back, switch it on and it turns off straight away - no power, strange given it spent over a week in testing. Thats not the worst, the worst is it went in on o2 software, came back to me on Virgin Media - with Virgin Media software - it also didn't have my battery (I marked mine to ensure I didn't get a pup back). I opened the back to find all the warranty VOID stickers were ripped or missing - meaning HTC would not repair it again if I didn't make them aware of this.
I call HTC, they agree to send me a battery - the reboot problem was fixed so I said give it a few days as there were so many bank holidays and I'll call to return the phone in a few days to have it reflashed and the void stickers reinstated.
And Im glad I did.
The phone is rebooting again, worse than before, it also expends the entire battery at random in 5 minutes, even though it shows full, it switches off and is suddenly empty.
I call HTC and ask what my options are - they flat refuse to replace the phone, insisting its repaired again - except, they warn me they STILL have issues with the repair center (10 weeks now) - if I send it in it will be a further 20+ days for a 'repair' - I ask for a refurbish swap out so I don't have to spend even more time without the phone - they don't have one and even if they did I wouldn't qualify - they ahve to repair three times - I question the average repair time, its a week, so point out I'm already the equivalent of three repairs in then.
Soooo I decide to advise them I would like to refuse the phone as not fit for purpose - but they won't as I bought it from o2 - I call them and they flat out refused at first - saying the phone only comes with a 12 month warranty, which I didn't realised till today is actually still in force - we are still discussing the options and they are due to come back to me shortly - what do you think I am actually entitled to?
I use the phone for business and I refuse to pay another months rental where I only get 5 days use out of it...
A year ago today I called o2 and through a special offer they had on I purchased an HTC Desire for a rather cheap (at the time) £285 delivered.
About 6 months in the phone started randomly rebooting itself, thinking it was a rogue app I perservered until it got too much and three months ago I got in touch with HTC to ask them about the problem. They claimed it was not something they knew occured (even though the internet is FULL of early HTC desires like mine rebooting by itself I now find out) - they did a factory reset over the chat session with me, advising what I needed to do and where.
The phone cleaned, I started using it as you would expect a smartphone to be used - and then it started rebooting itself again, eventually I pinpointed this down to being flash based and asssociated with high load applications and websites. It would do it instantly on google nav, and within minutes of it surfing with the charger plugged in.
I tried for another few weeks to put up with it, but 8 weeks ago I gave up, and sent it over to HTC for repair. They didn't mention at any point prior to collection, but they had just got a new repair center - the tracking is never updated and I kept chasing for updates, especially after it sitting in testing for 6 days.
Chasing for three weeks no less, with the phone finally coming back after 21 days from original dispatch. I get it back, switch it on and it turns off straight away - no power, strange given it spent over a week in testing. Thats not the worst, the worst is it went in on o2 software, came back to me on Virgin Media - with Virgin Media software - it also didn't have my battery (I marked mine to ensure I didn't get a pup back). I opened the back to find all the warranty VOID stickers were ripped or missing - meaning HTC would not repair it again if I didn't make them aware of this.
I call HTC, they agree to send me a battery - the reboot problem was fixed so I said give it a few days as there were so many bank holidays and I'll call to return the phone in a few days to have it reflashed and the void stickers reinstated.
And Im glad I did.
The phone is rebooting again, worse than before, it also expends the entire battery at random in 5 minutes, even though it shows full, it switches off and is suddenly empty.
I call HTC and ask what my options are - they flat refuse to replace the phone, insisting its repaired again - except, they warn me they STILL have issues with the repair center (10 weeks now) - if I send it in it will be a further 20+ days for a 'repair' - I ask for a refurbish swap out so I don't have to spend even more time without the phone - they don't have one and even if they did I wouldn't qualify - they ahve to repair three times - I question the average repair time, its a week, so point out I'm already the equivalent of three repairs in then.
Soooo I decide to advise them I would like to refuse the phone as not fit for purpose - but they won't as I bought it from o2 - I call them and they flat out refused at first - saying the phone only comes with a 12 month warranty, which I didn't realised till today is actually still in force - we are still discussing the options and they are due to come back to me shortly - what do you think I am actually entitled to?
I use the phone for business and I refuse to pay another months rental where I only get 5 days use out of it...
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Comments
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Go back to O2 along with ALL your repair paperwork and ask for your money back.0
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They've said its payg and its 12 months old (today) so out of warranty (somehow, suspect they might be doing it from date of order (which was a year ago yesterday)).
I'm still arguing - I've moved on to the not fit for purpose issue as they tried to blag the warranty being expired...0 -
They've said its payg and its 12 months old (today) so out of warranty (somehow, suspect they might be doing it from date of order (which was a year ago yesterday)).
Someone correct me if I am wrong, even for warranty repairs, you should expect it to last for 3 months (?) after the date of repairs. So if it is repaired at day 364, I think you can expect it to work for at least 3 months after that, not one day.0 -
Okay - consider me shocked - o2 have been in touch and they are ordering me a replacement handset - I will be sent a jiffy bag to return my existing handset (I have a feeling this could go badly as I suspect the original operator won't have informed the manager HTC put it on Virgin Media and its missing security stickers) - I'm still going after HTC on this as they have been quite frankly nothing but complete crap at this - I'm waiting to hear back from them too, but in the meantime kudos to o2
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