Mobile phone repair nightmare

kingkobra74

Hi. A bit of background.

Bought HTC Desire HD phone via Phones4U in October last year. All has been fine till middle of last months, when the phone updated to latest software, but failed somewhere along the line. Ended up being sent back to HTC for repair. I received the phone back exactly 2 weeks later, but now with a new fault - it wouldn't recognise any SIM card put in it, so it was promptly sent back to the repair centre again, two weeks ago today. Now regardless of the fact that its only gone back because they managed to stuff it up on the first repair, they have now had it for two weeks, and there is still no sign of it being sent back to me anytime soon, and when I talk to HTC support, they just say they dont have any further info on the status of the repair.

Where do I stand on this? Do I have to sweat it out? Are there any rules on how long I can reasonably wait for a repair? It has now been 33 days since it was originally sent to the repair centre, and I have had to purchase another phone to use in the meantime, just so Im not wasting £30 a month phone contract.

visidigi

HTC's repair process, at this current time in the UK is totally and utterly broken.

I recently sent my HTC Desire in for the random reboot issue, they repaired it, but when they sent it back it came back with Virgin Media software on it (I wouldnt mind, but I am on o2 and when it went in it was on o2) - all the warranty stickers inside the handset were missing or broken, so it would not be covered by HTC repair if returned to them. That took 21 days from collection to return to get the phone back

Two weeks later the reboot issues start again - HTC ask me to return the phone to them again -stating another 20+ days for repair. I went back to my network and they replaced the phone under warranty there and then - I got very lucky, very lucky indeed.

HTC will only replace a phone when its been for repair three times - but the problem is thats 20% of a year given how long the first repairs and all the hassle took. Even then they will only replace the handset with a refurbished model.

You have to stick it out if you stay going through the HTC route, but have you tried going to your network for support? See what they say, explain to them the problems with the phone. O2 told me that its rare for them to have problems with HTC, but given the number of people I keep seeing with problems I think thats just because people are dealing with HTC direct.

HTC have got too big, too quickly and the repairs cant keep up with the supply - I found although they replied to you on twitter they just kept telling me they would just keep highlighting it.

Try your network, but be weary of going to HTC, they will just keep saying they cant help...