HTC One - Warranty Repair

FiNakoma

Hi All,

My girlfriend is on 3 and has a contract HTC One from them.

The phone developed a fault with the volume down button and the microphone stopped working unless you had it in speaker phone mode.

We have sent it off for repair with HTC and they have come back and said it has water damage so there fore won't repair under warranty. They have provided pictures that apparently prove this. The phone has never been near water or been dropped in water, so can only conclude its from standard humidity.

They are trying to charge £180 for the repair + £26 courier costs.

Also there seems to be lots of people out there saying that its a common excuse from HTC to not honour the agreement.

From reading the web regardless of who the warranty is from the contract is with 3 and they have to deal with it in some way.

Does anyone have advice on what we can do next?

All help appreciated! She runs her business from the phone so its quite a problem.

cardinalbiggles

HTC have been really good the 2 times I have had to send back an almost 2 year old phone. It was picked up next day and back within 3 both times and no trying to get out of fixing it with claims of water damage.

RichardD1970

I had a right nightmare with HTC repair.

It went as far as Watchdog arranging an interview with me before they supplied me with a new phone because they had "lost" the repaired one. This took over a month from when the phone was supposed to have been fixed and sent back out to me.

Endless phone call and in the end I was spamming (I know , but I was off sick so had nothing better to do ) their Facebook page every hour with an update of how long my phone had been missing and a request for a resolution.

Good luck.

jkkne

Ask them for a copy of the report maybe?

The HTC One, like other phones, has a water sensor in it (normally paper which changes colour) so I would assume they are basing it off that?

Have to say HTC have been superb with my phone, the Beats headphones stopped working and a day later I had a DPD courier delivery from Poland with new headphones. Top service!

FiNakoma

They have sent pictures of the phone with it showing residue marks on the inside.

I would post them but can't post links yet.

Not sure how they can prove that's what has caused the fault however.

If they prove its water damaged is there nothing we can do to get it done under warranty?

harrys_dad

In the meantime can you partner put the sim in a different cheap throwaway phone and run her business from that?

Fosterdog

Does your partner ever take her phone with her when she has a bath? Phones are not designed to withstand that sort of humidity

wealdroam

FiNakoma wrote: »

She runs her business from the phone so its quite a problem.

Does the manufacturer's warranty even cover business use?

Perhaps you need to fall back to the Sale of Goods Act with the seller.

FiNakoma

wealdroam wrote: »

Does the manufacturer's warranty even cover business use?

Perhaps you need to fall back to the Sale of Goods Act with the seller.

This looks like our only option, we'll have to go back to 3 and fight the cause.