HTC One x Repair three mobile

xxchaosxx

Hi all.

Just looking for a bit of advice.

Let me just start off by saying that in May 2012 I got a HTC One X from 3 mobile on a 24 month contract. Just in the last month I started having issues with the screen, there were noticeable black flickers going across the bottom and side of my screen. I went into the three store to ask if I can send it off for repair as the warranty on HTC's is 24 months. They explained that for samsung and htc they no longer send it off for repair anymore, I have to contact the manufacturer directly to which they gave me a telephone number. Got home and called the number, arranged for UPS to pick the phone up (20/08/2013). In the time I was waiting on the phone being picked up by UPS, the left hand side of the screen went totally black. Just to note also the phone physically is in excellent condition, there are no scratches on the screen from using screen protector and there are no chips or cracks. I believe the LCD is leaking which has caused this.

Now almost 2 weeks later I track my ticket number on HTC's website and it says "hold for quotation". Giving me three options, first of which is to pay £152 for the cost of the repair , second option pay £26 for the diagnosis and send me the phone back in its current condition. Or let HTC dispose of my phone.

Naturally I phoned them up to find out why they are expecting £152 for a repair that should be covered under warranty. The girl on the phone said that the engineers have put my phone on hold because they believe the phone is void of warranty, but also explained that they can't physically remove the screen from the phone until I agree to the repair cost.

How on earth do they come to the conclusion that my phone is void of warranty if they haven't even opened the phone up to look?! As I've said, the phone physically is in excellent condition, has been very well looked after.

I am waiting on someone from HTC calling me back just to confirm that the repair centre have concluded that my phone is void of warranty, but surely they are being WELL out of line here? HTC One X's are very well known to have screen issues such as this, my phone was from one of the first batches but the girl on the phone can't tell me anymore until the engineers finish their so called "diagnosis".

My question is, where do I go from here? Provided the situation is that HTC are still adamant that my phone is not covered by warranty despite there being no physical damage? Can I pursue my service provider for this under the Sales of Goods act?

Any advice and input is very much appreciated!

EDIT***

Just received an email from HTC confirming that they will not repair the phone under warranty as the repair centre have come to the conclusion that the LCD leak is not a mechanical fault. How they came to this conclusion without opening the phone I do not know!

Chaos

grumbler

xxchaosxx wrote: »

..They explained that for samsung and htc they no longer send it off for repair anymore, I have to contact the manufacturer directly

In fact they fobbed you off. You can contact the manufacturer directly if you wish, but under the SoGA it's Three's duty to take care of everything.
Even more, If you deal with the manufacturer directly this can void your rights under SoGA. You can argue that you acted on Three's instructions, but I wouldn't be surprised if they deny everything.

That said, under the SoGA, after 6 months if the supplier claims that fault is a result of user-inflicted damage, the onus lies on you to prove them wrong. If you can prove this (independent repairer report) you can sue Three for all related costs. With regard to manufacturers' warranties it's far less clear.

Just received an email from HTC confirming that they will not repair the phone under warranty as the repair centre have come to the conclusion that the LCD leak is not a mechanical fault.

This makes no sense to me. What if it was a mechanical fault?
If you quoted the e-mail correctly, it looks like another fobbing off, by HTC this time.

xxchaosxx

Thank you for your reply grumbler

So the next step I assume is to get the phone back from HTC (which is going to cost £26 for the "diagnosis" and delivery back) and have an independent firm look at the phone?

And from there contact Three mobile via email stating their obligations under the Sales of Goods act?

Thanks again for your help

grumbler

xxchaosxx wrote: »

...So the next step I assume is to get the phone back from HTC (which is going to cost £26 for the "diagnosis" and delivery back) and have an independent firm look at the phone?

And from there contact Three mobile via email stating their obligations under the Sales of Goods act?

It's difficult to say now.
Alternatively you can probably give it to Three (without mentioning that you sent it to HTC already). If they blame you for damaging it, get it in writing and then pay for repairing it elsewhere with a report. If the report says that it was a manufacturing fault sue Three via the small claims court (online) for all related expenses.

xxchaosxx

I actually have a letter from my local store that the staff gave me advising me to contact HTC.

I have done a bit of research and hoping this is backed up when I have the phone looked at independently. LCD leaks can be caused by abnormally high temperatures on a phone whilst either in use or charging battery. Having done further digging it turns out that the batch that my HTC came from when they were first released commonly had this said issue. If they are going to try and dismiss my case on the grounds that it's "user inflicted", I could argue that the issue I am having is a common result of high temps which in turn would be a manufacturing fault which Three have to cover right?

ZhugeEX

It is a common issue with a lot of HTC One X's.

It is something that HTC should fix for free. If they won't then you'll have to prove the fault is a manufacturers fault rather than user damage as grumbler said above.