HTC Repair - 6 weeks and counting...

Mark10

Hi,

I sent my HTC10 phone to HTC something like two months ago to get a failing button repaired under warranty. They claimed the warranty had been invalidated due to a very small crack in the screen. I reluctantly agreed to pay the £148 bill as I needed my phone back.

This payment was made on 31 August, and the phone is still with them. In excuse they cite "system synchronisation" issues with the repairer. But, in reality I get the runaround every time I chase them. They twice reassured me they have escalated, and promised me once imminent delivery.

What can I do? I feel I have zero leverage. I'm not even confident they know where it is. Of course, they haven't offered any compensation or refund of the fee, nor a replacement phone.

Any help, advice, or experience of similar would be hugely appreciated.

Thanks
Mark

JJ_Egan

Send them a LBA letter before action see google for templates.

shaun_from_Africa

With a warranty, any rights that you have are dependent on the terms and conditions for that warranty so unless there is something stating the maximum time a repair will take, I'm afraid that you are at their mercy.

Zandoni

How long does it take to get my device repaired?

Repairs generally take from 5 to 7 working days from the time the device arrives at our Repair Center (excluding shipping time) and is subject to parts availability.

https://www.htc.com/uk/contact/support/repair_service_faq.html

photome

shaun_from_Africa wrote: »

With a warranty, any rights that you have are dependent on the terms and conditions for that warranty so unless there is something stating the maximum time a repair will take, I'm afraid that you are at their mercy.

5 weeks is too long IMO

shaun_from_Africa

photome wrote: »

5 weeks is too long IMO

I agree but ultimately the OP is tied to the T&C's of the warranty and from your link, they do appear to have covered themselves by the "and is subject to parts availability" clause.

Mark10

shaun_from_Africa wrote: »

I agree but ultimately the OP is tied to the T&C's of the warranty and from your link, they do appear to have covered themselves by the "and is subject to parts availability" clause.

To be fair they haven't mentioned parts issues in any of the chats - all of which I have transcripts of. So I doubt they could invoke that get-out now

Mark10

I think the only relatively pain-free route open to me is to request retrieval of the repair bill via my credit card company.

Assuming all mobiles have a limited life, it looks like I'm having to give mine up sooner than I intended.

Moral of the story - don't buy HTC. Check out their trustpilot page...