Just a warning to people who are thinking of buying a phone made by HTC - My 6 month old Touch Pro 2 stopped working (microphone fault), and I sent it off for repair, and HTC want to charge me £320 to have it fixed. They have quoted for a new motherboard, new LCD (old one is perfect) and new plastic case (again, old one is perfect).
Thing is, im absolutely certain that it wasnt water damaged - its never left my person since ive had it, and no accidents have occurred.
They are saying that it got wet on the basis of a sticker in the phone turning pink (They emailed me photo of it) - attached. In my opinion, that sticker is too sensitive, as it must have gone pink from either natural moisture in the air, or perhaps from by breath. Or it was never white in the first place...
I have written a recorded delivery letter to both their head office, and to their UK repair centre, which should have arrived yesterday (Thursday 1st Oct) at the latest. I have explicitly asked them to acknowledge receipt. I am awaiting this now.
Has anyone else had experience of the UK repair centre refusing to repair a under-warrenty phone? did you get anywhere?
Copy of letter I sent them:
I am writing to complain about the customer service provided by your UK repair centre. In short, I sent a Touch Pro 2 in for warranty repair, and they are claiming that it has water damage. They say that on the basis of a sticker inside the phone that has turned pink.
I am absolutely certain that the phone has never been in contact with water. It has been on my person since purchase, and even gets put in a plastic bag when it rains. I am unsure how sensitive that sticker is, but it seems to me that it is too sensitive. Also, how can you prove that the sticker wasn’t pink before I received the phone?
The phone in question is a Touch Pro 2. Your repair ref is 09GBD38000XXXX.
The IMEI is 3588450XXXXXXXX
I have been promised several calls back from your helpdesk, none of which have actually happened. They tell me that all authority lies with the repair centre, and that they have to ‘make a case’ to them to get the repair done without me paying. They have failed to feedback any progress to me.
I also believe that the repair centre is quoting for unneeded work, as they have quoted for replacing the motherboard, LCD and case, the latter 2 of which I know to be perfect, as the LCD worked before I sent it off, and the case is in pristine condition.
Ive been a customer of HTC for many many years. I have bought at least one HTC device a year since the original orange c500. Ive owned the c500, c550, wizard, hermes, kaiser, o2 xda exec, touch pro and now the rhodium. I expected better from HTC.
Im not going to let this drop. I paid the best part of £500 for the phone, looked after it, and then submitted it to you for what was clearly a warranty fault. It is unacceptable that you refuse to repair a £500 phone after 6 months. I dispute entirely that it has been water-damaged.
My contact details are [email protected] (preferred) or 07709 xxx xxx
I hope that this can be resolved amicably between HTC and myself, but if you continue to refuse to honour your warranty obligations, I am happy to take it to the UK small claims court to get satisfaction.
Can I also request that you acknowledge receipt of this letter, either in writing or by email please.
I have sent this letter by recorded delivery to both the central HTC office and the repair centre.
Finally, I have comprehensive extended contents insurance on my home policy. If I had indeed dropped the phone in water etc. I would have simply claimed on that, rather than sending it off for repair.