Problems with HTC One phone/warranty

DIY1

I purchased an HTC one and Vodaphone contract from Mobile Phones Direct. This is the 3rd HTC phone i have owned and have always been happy with there products. 12 weeks into the contract people started to complain they couldn't hear me properly during calls, (it worked fine if used on speakerphone mode). I looked on Mobile Phones Direct website and was directed to contact HTC directly as the phones warranty was held with them. I called HTC and demonstrated the fault to them and was advised by HTC to send the phone in for repair as the "microphone appeared faulty". HTC arranged for UPS to collect my phone so i packed the phone up with great care and the next day UPS collected it. Part of my job involves packaging faulty PCB's and delicate components for warranty return so i am used to making sure the packaging is of sufficient quality to protect the item. HTC then emailed me an invoice saying the screen is cracked and this is not covered by warranty and they want £150 to repair it. The screen was not cracked when it left my possession. I rang HTC to complain and was emailed a picture of an HTC one phone with a cracked screen. The case was escalated to a "manager" who asked me to send a picture of the phone prior to it being packaged. Thankfully my wife had taken one and this was sent in. I was promised a reply in 24 hours, 24 hours later i had no update so i called HTC and was told my escalation manager had gone home. I left a message for him to call me the next day and the next day he didn't call back either. I eventually tracked him down 3 days later after being put on hold for 20 minutes and he told me the photo i sent is "not acceptable". I feel i am going round and round in circles with this and this manager is not helping at all and has accused me of sending the phone in with a broken screen. The phone has always had independent insurance through my bank so if my issue had have been a broken screen i would have got it repaired through them. This fault was a warranty issue which has descended into a stalemate and i'm looking for advise what to do next.

visidigi

What state was the packaging in when UPS delivered it?

Having dealt with HTC many times I can assure you their lack of popularity now is not so much the product but more the horrific after care.

DIY1

They say the package was undamaged so have ruled out out UPS damaging it. I then suggested that perhaps the repair center had accidentally dropped or damaged it attempting a repair which they deny. The crack is about an inch long in the top right hand corner. The really annoying thing is i know as fact the screen wasn't damaged when it left my possession. What can i do? small claims court? solicitors letter? I would have thought the fact the phone has been independantly insured from new would have weighed in my favour if this goes to court? Its now a matter of principle to me rather than cost.

frugal_mike

Why do they think the picture you sent was unacceptable? It seems to me that they made that request assuming that you would not have taken a picture and then were surprised when you sent one.

Can you clearly see the phone screen in the picture?

bris

frugal_mike wrote: »

Why do they think the picture you sent was unacceptable?

Possibly because a thousand HTC one pictures can be found online.

They would have wanted to see some evedence of the phone in context, perhaps with a name beside it or something.

I have always found HTC warranty service good, having used them on a few occasions over the years.

Unfortunately for the op they will see this all the time and just treat it as customer damage not covered by the warranty, it will be difficult to get them to change their mind.

DIY1

By the time i had been waiting 20 minutes on hold for the escalation manager to get back to me i had an appointment i needed to attend so i didn't have the time to go into why it wasn't acceptable. Thankfully my wife took a picture of the phone sat on a book. The book is very rare as in there are perhaps 5 left in the UK so the chances that some has a photo of an HTC one phone sat on a rare book on my table is remote. The manager i am dealing with is unbelievably rude.

frugal_mike

Depending on the settings on the camera that took the picture and the format of the picture there may be metadata linking the picture to the OP. The rare book sounds good too, especially if OP can produce a copy of the picture without the phone. I agree it will be difficult to get them to change their mind though.

Chickabiddybex

Can you get them to just fix the mic and then tell your bank you dropped if and get them to fix the screen?

DIY1

They have refused to do anything other than replace the cracked screen for £150. I cannot stress how aggrieved i feel

Fosterdog

Have they given any proof that the picture of the phone they sent you was actually your phone?

frugal_mike

Did they not give a reason why the picture they requested was not acceptable?