Dust - update from HTC

[Guest dshaugney]

I was asking about in the Orange store today about a chepo PAYG phone while I send my C500 and the nice lady said they do Loan-a-Phone for £50 deposit which you get back after you give them the phone and receipt back. Definitely a good idea me thinks.

[Guest boysweek]

they do Loan-a-Phone for £50 deposit

That sounds a great idea. I think I need to check this out.

Steve

[Guest dshaugney]

I was asking about in the Orange store today about a chepo PAYG phone while I send my C500 and the nice lady said they do Loan-a-Phone for £50 deposit which you get back after you give them the phone and receipt back. Definitely a good idea me thinks.

Holy cow! I just read my post and I'm amazed anyone understood what I was talking about! I wrote that very early in the morning and I was very sleepy and distracted. It has nothing to do with my terrible grammar or spelling. :lol:

[Guest nigels]

PHONE ARRIVED BACK TODAY

Just to let you all know that my C500 arrived back today.

Totally dust free - It also looks like a new front cover perhaps.

I can highly recommend going back to HTC on this one - all the people thinking about opening up the phone themselves are mad - just send it back and get it fixed properly for you (and maintain the warranty !)

OH DEAR ... SOME BAD NEWS.....

I am very sorry to report, that after only 4 days of having my C500 back, I looked at it today to see that the dust problem has returned !

Last time around, it took a good 2 weeks to show, but now it is back, and worse than before.

I spoke to HTC, who were very surprised that this is possible as I have apparently had a new cover attached. They are of course having the phone back to have another go at it, but I am concerned that the fix for the dust problem is not effective enough. You would have thought that replacing the cover and fitting the correct seal would fix this outright.

Anyway.. I am not having a go at HTC, they have been very good so far... I am just a little disappointed to have to send it back again....

.... keep you updated (if you are interested !)

[Guest dshaugney]

I just booked mine in for repair. I'll post it on monday.

Just a few quick questions:

1) It mentions some tick-sheet that's generated at the end of the proceedure that it wants me to send along with the phone. I got squat and nada in the email.

2) What kind of packaging do you suggest?

Thanks in advance.

[Guest nigels]

I just booked mine in for repair. I'll post it on monday.

Just a few quick questions:

1) It mentions some tick-sheet that's generated at the end of the proceedure that it wants me to send along with the phone. I got squat and nada in the email.

2) What kind of packaging do you suggest?

Thanks in advance.

The tick sheet is indeed at the end of an email that HTC should have sent to you. You really should give them a call and ask for it, as it contains a repair contract that you have to sign - all the reference numbers are there too which gives you peace of mind that they will know whose phone it is and why it is there.

I sent mine in a strong but small Jiffy bag - that is all you need, along with the signed contract/ticklist of course.

[Guest boysweek]

2) What kind of packaging do you suggest?

It should be fine in a good "Jiffy Bag".

Steve

[Guest dshaugney]

thanks guys...

I recon that perhaps the contracts are hand processed so if anything I should get it on monday. If not, I'll ring.

[Guest ELDano]

Good people of MoDaCo,

I got some questions about the dust repair service;

-Does anyone know if this service also is available for the Netherlands? (I know the service is from HTC-Europe so I guess it is the same address you mail your phones at, but just checking because I really hope that they sent me my phone back to the Netherlands when it’s fixed;))

-Are there extra costs for sending my phone back to the Netherlands?

- Why doesn’t orange handle the problem and pay for mailing the phone? I mean when I buy a Sony TV in a shop (or any other brand for that matter) and there’s something wrong with it (within a year) you go to them with the cash register slip right and the problem gets fixed!? You don’t have to sent your TV to Sony by mail, the shop gives you a now one or sends it up for repair for you. Isn’t that cared for by law (Dutch, English or European)?

By the way, this is my first post on MoDaCo, Hi all. I was more the reading type before :lol:

ELDano

[Guest mikekirk]

I've had my phone back from it's "dust rework" for about five days now.

Initially I was very happy, the phone had obviously had a new case fitted (at least to the front). I just took a close look at the screen though, and have noticed a few specks of dust under the screen on the bottom left hand side.........

Now to wait and see if these were there before and I didn't notice, or if dust is indeed still getting in there.

[Guest nigels]

mikekirk and ELDano...

Mike

as I say mine lasted 4 days.. and the dust was far worse than I had ever had before. The dust after 4 days was more than the whole of the first 8 weeks combined !!

I have no complaints from HTC service, but it is almost as if the new cover (including I assume the seal) was even less effective than my original one. I am very disappointed and have sent the phone back and am inconvenienced to be without it for another week. I am only glad that I have my old phone to tide me over once again. I will be unhappy if the phone again suffers from dust when I get it back.

This cannot be a difficult problem to fix, surely ! They know all about the problem, and apparently know how to fix it, though it didnt work in my case.

ELDano.

I wholeheartedly agree with you. I bought my phone as a pay as you go from modaco shop. The trouble is that nobody is taking resposibility for the phone. Modaco insist there is nothing they can do and they have no phones to replace mine with. Orange insist that they cannot replace it as the onus lies with the retailer. I really have had no choice but to go back to HTC to fix it. If my second fix does not work, I do not know where to turn. I will chat to Modaco again, as the buck must stop somewhere with faulty goods.

Heres hoping that repair number 2 works....

[Guest mikekirk]

mikekirk and ELDano...

I wholeheartedly agree with you.  I bought my phone as a pay as you go from modaco shop.  The trouble is that nobody is taking resposibility for the phone.  Modaco insist there is nothing they can do and they have no phones to replace mine with.  Orange insist that they cannot replace it as the onus lies with the retailer.  I really have had no choice but to go back to HTC to fix it.  If my second fix does not work, I do not know where to turn.  I will chat to Modaco again, as the buck must stop somewhere with faulty goods.

Heres hoping that repair number 2 works....

At law, during the statutory period (during the first month) the retailer is responsible for resolving the issue. If you bought your phone from Modaco, then your contract is with them, so it is up to them to sort it.

After that, then it's a little less certain. If there is a warranty provided by the manufacturer, then your claim should be to them. There is also however an assumption that a product should function for a reasonable length of time. e.g. a washing machine should be expected to last several years.

[Guest nigels]

good point

[Guest jleecong]

I have an Audiovox SMT5600. It's 17 days old and today I noticed that I have dusk under the screen in 3 spots (two on the left, 1 upper right).

Now I paid $40 dollars to have it unlocked so exchanging it where I purchased it isn't an option as I would just have to pay to have the new phone unlocked. Should I contact Audiovox and tell them the problem, and then am I going to get my (unlocked) phone back or just a replacent? Does Audiovox even know of the problem, do they even service the phone?

[Guest nigels]

I have an Audiovox SMT5600. It's 17 days old and today I noticed that I have dusk under the screen in 3 spots (two on the left, 1 upper right). 

Now I paid $40 dollars to have it unlocked so exchanging it where I purchased it isn't an option as I would just have to pay to have the new phone unlocked. Should I contact Audiovox and tell them the problem, and then am I going to get my (unlocked) phone back or just a replacent? Does Audiovox even know of the problem, do they even service the phone?

I cant comment on Audiovox, but HTC UK seem to finish the service by wiping the phone and reinstalling the firmware. When mine came back for the dust problem, it had been wiped.

[Guest PatrickMalone]

Calling the number in this thread prompts you to go to http://www.htceurope.com where you can book your repair online.

Is this site working for you guys? I have a QTEK 8080, it recognizes my S/N (and brings up my IMEI), but the model combo is empty. When I hit next, no matter what I choose (that the phone was misused or not), the next screen (with the symptoms) comes up with two empty listboxes. When I try to hit next, I am told that I need to select something...

Any ideas?

Thanks,

Patrick

[Guest jleecong]

Just a update I contacted Audiovox and this was the responce.

Please call us at 1 (800) 229-1235 and speak with a rep from our Warranty Department if you would like to send the phone to us to be serviced, and get an RMA.

You will need to ask a rep from that dept. how long this will take.

We will repair the unit you send us, and return it to you when the repair/service is completed.

This is not a "known" or "documented" issue with the SMT-5600.

[Guest nigels]

Just a update I contacted Audiovox and this was the responce.  

 

Please call us at 1 (800) 229-1235 and speak with a rep from our Warranty Department if you would like to send the phone to us to be serviced, and get an RMA.  

You will need to ask a rep from that dept. how long this will take.  

We will repair the unit you send us, and return it to you when the repair/service is completed.  

This is not a "known" or "documented" issue with the SMT-5600.

Well it certainly is a "known" issue with the SPV-C500 !

Mine has yet to return from its second servicing (ie replacement front cover and re-seal). It has taken longer this time as it has been allocated to a 'senior engineer' - I do worry what the junior engineer did to it first time around as it was definitely worse.

I am concerned that what should be a simple fix did not work first time around, and although I am hopefull that this time all will be well, I can only suggest that the 'fix' may not be as reliable as you may think.

[Guest Jakob]

And whats the chance that they´ll fix DK phones ?

Tomorrow I will call Orange to hear their version :lol:

/J

[Guest efission]

Everyone is going to all this effort when legally they don't have to. Have a look at the Sale of Goods Act. Not once does it mention any 28 day rule. That is just a policy decision from Orange, force the point and they'll cave. You are actually entitled to return the goods to the seller (not the manufacturer) for up to six years after your purchase. Although it gets a little tricky after six months, but before the six month period you are entitled to return any goods due to a manufacturing defect.

I guess it doesn't make much difference whether you get your replacement through HTC or Orange, but Orange are just taking advantage of their customers who don't know their rights.

DTI Advice at http://www.dti.gov.uk/ccp/topics1/facts/sa...alegoodsact.htm

Hope this helps.

[Guest nsp24]

How long does it usually take, mine has been away over one week ?

[Guest nigels]

How long does it usually take, mine has been away over one week ?

Depends I guess. First time I sent it monday, they posted it back friday (so i didnt get it until the following monday). Second time, I sent it Monday .. it is now the following wednesday and I havent got it back as yet - though after some chasing, I am promised it to be here tomorrow. The longer wait time was attributed to it being attended to by a 'senior technician'.

[Guest dshaugney]

Likewise I sent mine on monday expecting it to arrive yestesterday or today...so perhaps it is being looked at by the senior tech. if not by friday morning I think I'll chase it.

[Guest nsp24]

Yes I must admit I expected it back back today, had to borrow my brothers old SPV and it is so slow.

[Guest nigels]

Yes I must admit I expected it back back today, had to borrow my brothers old SPV and it is so slow.

Well, mine arrived back today - thats 1 week and 4 days...

I really hope that this time it is well and truly sealed and the dust stays out !!