Sent phone in for repair, received different model as replacement

salgoud

Hey all,

Just over 3 weeks back I sent my HTC One (M7) in for repair as it had stopped taking charge. I did this through the HTC support line.

Last week, so about 2 weeks after sending it in, I received a package from HTC containing a brand new HTC One Mini 2. I called the support line again and their representative explained that they had a shortage of spare parts for the HTC One and didn't know when they would get them back in stock, so rather than have me wait for an unknown amount of time they decided to replace my phone. The Mini 2 was found to be the most suitable replacement.

I appreciate that they replaced my phone rather than have me wait, but I don't agree that the Mini2 is a suitable replacement: It has a smaller, lower resolution screen; half the ram; half the on board storage; a worse processor (about 20% less powerful); worse GPU chipset.. those are my main areas of concern, but it's essentially worse in every respect except the camera. Which I hardly ever use - I have a DSLR for when I need to take a decent picture.

I told this to the (very friendly) support agent, who kept telling me that it was "a newer generation device". I pointed out that I'm not one to care for how old a device is, I care about specs. Plus, I'm still paying (Three, so not HTC) for the HTC one, and will be for another 10 months. Even if I were to go to Three today and buy a refurbished HTC One M7, it would be pricier than a new HTC One Mini 2!

I was told my errand had been escalated and I would receive a callback, though he couldn't give me an idea of how long it might be before I do. This was last Thursday, and since I hadn't heard back today I called again. This time the agent said he would notify someone that I still had not been called, and asked that I send an e-mail as well to speed things up further...

Now - would you agree that I am within my rights to ask for an One M8 should they not be able to provide me with the M7? They are about the same price, and it's closer in spec (slightly better... but then I've been made to wait for over 3 weeks now, using a different number and crap old phone).

If they refuse this request, who could I threaten to call? Citizen advice bureau? I'm not from the UK so I'm not too familiar with your consumer rights laws etc.

Many thanks!

JJ_Egan

Now - would you agree that I am within my rights to ask for an One M8 should they not be able to provide me with the M7?

No you have no rights to that but you can ask .

A thought sell the One Mini and buy what you want using your 3 network contract sim .

Your 3 contract is for the network time not the phone .

chanz4

So whats you phone used for, as you do know not much power is need for apps

grumbler

JJ_Egan wrote: »

Now - would you agree that I am within my rights to ask for an One M8 should they not be able to provide me with the M7?
No you have no rights to that but you can ask .

Well, it's not very clear how enforceable manufacturers' warranties are, but if it was a retailer and SoGA, then YES, I have rights to demand the replacement to be the same or better. If they don't have anything between M7 and M8 in terms of specifications, then it's their problem, not mine and M8 it is.

Your 3 contract is for the network time not the phone .

Yes, but if they supplied the phone, the OP should have contacted them in the first place, not HTC.

Dreamnine

The HTC One Mini 2 goes for £250 to £300 - I don't imagine your old HTC One would be worth this.

No way should they be giving you an One M8.

System

The OP is more concerned with the specification rather than price.

Any replacement should equal or higher in specification unless you agree otherwise. The mini 2 is clearly inferior to the older HTC One.

Dreamnine wrote: »

The HTC One Mini 2 goes for £250 to £300 - I don't imagine your old HTC One would be worth this.

No way should they be giving you an One M8.

Dreamnine

But it does have a better camera.

The HTC One is old now, and if they don't have the parts then tough. I don't think it's reasonable at all to expect an M8.

grumbler

Dreamnine wrote: »

But it does have a better camera.

Who cares if it has some gold button?

The HTC One is old now, and if they don't have the parts then tough.

Yes, tough - for HTC - if the phone is under their warranty.

I don't think it's reasonable at all to expect an M8.

The OP is expecting M7. If HTC can't repair/replace they (HTC) can buy it, e.g. from Handtec for £336.

B19JON

My friend had the HTC one mini (M4 I think). After 13 months of owning the phone the camera stopped working. He sent it back to HTC and they replaced it for him f.o.c - Which i thought was really good of them.

Anyways maybe within 2 hours of receiving his replacement, he dropped it on the floor and the screen cracked. He sent it back to HTC and they sent him out (again f.o.c) a HTC one Max.

HTC said pretty much the same thing, they didn't have any mini's or a one in stock so sent him the Max as good will gesture.

He hates it :rotfl:

thescouselander

I think the OP has a case here. Clearly if HTC want to replace the original handset with a different unit it must be with the agreement of the customer. Also, if networks want to sell handsets with such long contracts attached they must be prepared to support those handsets for the duration of the contract.

The One Mini 2 is not an equivalent product so the OP should absolutely reject it and come to some other arrangement which should but the OP back in the position they were in originally. If this can't be done I think it quite reasonable that the M8 model should be the replacement.

secretmsg

Ask if they have refurb htc m8 model, they look as new.