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HTC Europe poor service repair issues

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#1
Mysterious Stranger

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I've sent a few devices back to HTC over the years. No complaints, good turnaround, excellant service. Until recently...

In December I sent back a t-mobile MDA compact III under warranty that was loosing it's time and date when the main battery removed. It got lost for 3 months. I'd paid for a new casing to be fitted and that held it up another 2 weeks, and it came back with a scratched battery cover!

They claimed on the repair sheet to have changed the LCD!?!?!? And that I'd loaded an illegal rom ( untrue) and that the device wasn't under warranty....so why'd the fix it for me then?

Bizarre.. :(

Today I received back a BT branded HTC S620 - sent in last week, wouldn't power up.
Quick turnaround, but the mainboard had been replaced and they haven't coded in an IMEI!?!?!?!?!?!?
It's just set to the default 12345678901234002 :(

The imei sticker from under the battery is....stuck to the back of the casing! :D :(

And they didn't send the battery cover back!

Are they swamped with returns causing quality control to slip do you reckon? I've never had anything like it. I think they may have even broken the law regarding the IMEI mis-match. I'll be on the phone to them tomorrow. They never reply to emails.

Edit - and they only put wm5 on the mainboard not wm6. Phone will call out on some networks (orange) but not others (t-mob)- perhaps orange are less picky about the IMEI checksum which for this device has to be wrong...

Grrrrrr.

M.S

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Edited by Mysterious Stranger, 30 April 2008 - 06:48 PM.

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#2
Mysterious Stranger

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Picked up just now by UPS after convincing HTC that there was actually something wrong with a phone displaying an incorrect IMEI. They even sent me a prepaid label by email when I offered to get the Police to deliver it for me.....Apparently it's now a 'priority' for repair. Let's see how they balls it up this time.

M.S

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#3
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Good luck, normally you only hear the bad side of a service dept, lets hope they sort yours out quickly.

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#4
Confucious

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Like Ash says, you only hear the bad ones, normally they are quite good - but they do seem to have screwed up this time! Hopefully they'll sort it out OK, let us know.
Good luck!

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#5
Mysterious Stranger

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Like Ash says, you only hear the bad ones, normally they are quite good - but they do seem to have screwed up this time! Hopefully they'll sort it out OK, let us know.
Good luck!


Rang 'em today. Repair ticket still says 'in diagnostics' since it arrived last friday morning. Apparently it's a 'priority 1' repair too!

I'd hate to think how long a priority 2 repair would take - all they need to do is reflash the security area and print me a new sticker. An hour tops I'd have thought.

Hmmmmmm........

M.S

p.s looking again at my pics, still can't believe the repair sheet said it'd passed QC with the sticker stuck where it is....

Edited by Mysterious Stranger, 07 May 2008 - 12:45 AM.

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#6
Mysterious Stranger

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Received a phone today. Rather than re-code the existing mainboard they've replaced the handset completley with no notes.

All well and good, but I've no longer using BT and they provided an unlock code when I left, which obviously won't work on my 'new' handset!

BT can't give me a code for this handset as it wasn't the one they supplied me and I'm no longer a subscriber, HTC haven't been very helpful when I range them earlier saying only they'd 'look into it'....

AAAAAAARRRRGGGHHHHHH....

So I might have to buy an unlock code just to test if this phone now works. Muppets.

M.S

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#7
yrreP

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If you provide them with your old unlock code, they can "escalate" the matter to get you your new one. Often the sticking point is when people do not have their old unlock code...

Should be simple enough, although it may take a couple of days to come through. Don't pay to get it unlock, they will get the code for you!

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#8
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Is there no free unlocker for the Compact III ?

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#9
Mysterious Stranger

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If you provide them with your old unlock code, they can "escalate" the matter to get you your new one. Often the sticking point is when people do not have their old unlock code...

Should be simple enough, although it may take a couple of days to come through. Don't pay to get it unlock, they will get the code for you!


It was done via my corporate account. Hopefully I still have a record of it somewhere but BT weren't massively helpful either when I rang them on the off chance my account was still accessable on the system. TBH it's taken too long to sort as it is so I'll probably just bite the bullet and pay for it if I can't find the original code myself.

Is there no free unlocker for the Compact III ?


Dunno but it's the s620 that they replaced ;-)

M.S

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#10
Mysterious Stranger

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As yrreP said, if I can find the old unlock code HTC will provide the new one for me.

Emphasis there on finding the old one.... :-(

On a different note, am I right in thinking BT Mobile uses Voda's netowrk? Would a Voda sim work in this locked s620 so I can at least test it?

Are IMEI check the only ones with an s620 unlocker? Will this void any remaining warranty on the device? Can it be put back?

Might be cheaper to flog it locked to BT and buy summat else. Not the greatest of handsets anyway but as a former blackberry / treo user I kinda like it. Not getting on too well with the P6500 w/o a keyboard!

M.S

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