HTC water damage

JayMcgregor

To briefly explain, my HTC Desire Z stopped working three months after I bought it. I sent it in for repair and they sent it back saying it had been water damaged. I've never knowingly exposed to water, they explained that it could have been from 'condensation in my pocket', which I found pretty astounding.

It turns out, after checking the litmus sticker on the back of my phone, that it hasn't been water damaged (sticker is still white). HTC seem uninterested after a number of phone calls and emails (I even spoke to a customer service manager), they repeat the same line over and over again 'we don't repair water damaged phones'.

Any one else had the same problem? And/or had a similar experience with HTC customer service?

grumbler

JayMcgregor wrote: »

To briefly explain, my HTC Desire Z stopped working three months after I bought it. I sent it in for repair and they sent it back saying it had been water damaged. I've never knowingly exposed to water, they explained that it could have been from 'condensation in my pocket', which I found pretty astounding.

It turns out, after checking the litmus sticker on the back of my phone, that it hasn't been water damaged (sticker is still white). HTC seem uninterested after a number of phone calls and emails (I even spoke to a customer service manager), they repeat the same line over and over again 'we don't repair water damaged phones'.

Any one else had the same problem? And/or had a similar experience with HTC customer service?

It is questionable if the manufacturer's warranty is legally enforceable: http://forums.moneysavingexpert.com/...d#post46288389 posts#881-884

However, the retailer is legally responsible for repairing/replacing the handset under the SOG act. And in the first 6 months they have to prove that the phone was damaged, not just failed. Take good pictures of the indicators and contact the retailer:
Consumer Rights "Give me my money back!"

That said, it is atypical behaviour for HTC. Normally they repair handsets when retailers use the water damage excuse.

JayMcgregor

Thanks for that, that's really useful information. Unfortunately HTC simply aren't interested.

Since the retailer is responsible, should I take it back to Carphone Warehouse or T-Mobile? Warehouse suppied the handset but T-mobile are my service provider

grumbler

It's CPW in your case. Unfortunately, they are known to be pretty dodgy too when it comes to so called water damage: Samsung Galaxy S2 bricked after 30 days

Luckily for you they have to prove it in your case. That's why I advise to make as many good quality photos as possible.

JayMcgregor

Cheers mate, your encyclopedic knowledge of the forums is immeasurable!

visidigi

there are more than one litmus papers on an HTC - there is one on the battery, one on the battery location inside the cover and usually one int he top of the handset itself, inside the case, near the top audio jack.


condensation or water, same result on litmus, have they got photographic evidence of the litmus activation? there must be something that has caused them to outright insist.

...HTC repairs is iffy. at best.

grumbler

BBC Watchdog were after them today. There was some special 0845... phone number for unhappy HTC owners to contact HTC.

Guys_Dad

Get in quick. With Watchdog's expose tonight, it's your best bet. They are inviting anyone with problems to ring them. Get the phone number from BBC Iplayer

grumbler

http://www.bbc.co.uk/blogs/watchdog/2011/10/htc_phones.html

We have now conducted a thorough review of our repair centre operations and have put in place a number of measures to ensure that service is never eclipsed by an operational failure of this magnitude again. Today, our UK service operation is stable and performing at the same level or better than our service commitments, and we are using the learnings from this experience to change and improve process and management worldwide.
Any of our customers who may have issues outstanding should contact us on +44 845 890 0079, where our team will be on hand to assist them.

I agree that this is a very good opportunity to have everything sorted out without CPW.
The repair center was very arrogant by ignoring the white indicators and deserves to be punished.

JayMcgregor

Yeah I saw it, calling now

JayMcgregor

Just got off the phone with HTC.

They said that liquid damage, regardless of how it happened, cannot be repaired by HTC -even though it's through no fault of my own- and I'll have to buy a new phone. Astonishingly he said that even if the phone is repairable, HTC will not repair it because of water damage. Essentially that means they opened it up, saw the 'water damage' and sent it back.

I fear that my phone will never be fixed or replaced and I'll be down a few hundred quid.

Jay