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DesireHD hardware fault and subsequent support

J

juicyp

Newbie
Around Dec 23 my DHD started to act odd - charging light randomly illuminating, then the bluetooth headset icon would appear with the subsequent impact that I couldn't hear any calls.

Given the phone was less than two months old I took it into my nearest CPW express repair centre - told it would be looked at and possibly be back with 48 hrs.

AFTER Xmas I was then told by email that because it was HTC it HAD to go back to HTC for their engineers and that this could take over a month. To say I was grumpy at this development is an understatement. To add to my grumpiness the offered loan phone was a basic talk/text - why offer me that, I bought a smartphone (and pay for the privilege) to exploit the capabilities available.

Anyway, I have spent a pair of hours (that I will never get back) chasing the repair, to find out that my local branch tried to call me last week, but because they got a foreign dial tone they stopped? my subsequent call to the CPW call centre has unearthed more news - apparently HTC have assessed the fault as liquid ingress and I need to pay
 
My experience of CPW mirrors yours.
It's become an all too familiar excuse for suppliers to say "water ingress" then refuse to help. Condensation will build in any phone with changes to temperature - going into a warm room after being outside n the cold. It's not a valid excuse. Threaten then actually do go to Trading Standards. If you get your phone back check the tabs you can see and I bet they're white.
Gripe enough and CPW will sort it. Trouble is not enough people complain so they get away with it.
 
The way I feel right now I can see that I will never purchase from CPW again, none of our 4 phones will be replaced by them. Its a shame as I've tried to maintain some brand/retailer loyalty as I always thought you'd get some degree of fair treatment, clearly not.

I'm in a bit of a dilemna now, to try another DHD or simply bite the bullet and reconsider my smartphone choice (as I have 22 months of my contract left). I'm simply not paying the
 
Just out of interest I will share the rest of the saga.

HTC examined the phone and declared it had suffered liquid ingress and was hence warranty void, which to say the least was an amazing surprise to me.

I have a number of issues with this:

- I know I have never allowed the phone to be compromised.
- HTC have not explained how/where the liquid ingress is, to what extent it covers the mainboard or if it created the exhibited faults.
- I have the SIM and MicroSD taken out at the time of handover to CPW, neither have any liquid stains and both work; If the device was subject to enough liquid ingress to stain and cause faults there would be a very high degree of likelihood these items would have suffered - they haven't.
- CPW cannot and will not consider the possibility that the fault (ingress) may have been inherent, or could have occured once the phone was handed across for repair.
- I have Barclays mobile phone insurance, but won't use this as its the principle that the phone had developed a fault and has a two year warranty. Why should I even consider paying an excess?
- I also have Barclays legal cover and they advise smalls claim court.

It strikes me that if someone explained to me this tale, qualified it by adding in his profession (Government IT engineer) and went on to explain he actually did have insurance and wouldn't be so niave or duplicitious to try and palm off accidental ingress as a warranty repair, he'd use the insurance. I might just think, this person has something. Not CPW, they'd rather see this in small claims court?

I'm stunned - judge see's the basic facts, how can CPW defend against my basic supposition that I haven't knowingly or otherwise allowed the device to be mistreated and I could resort to using mobile phone insurance, which I would have done had something accidentally happened to the phone.

Is it me or are CPW simply the worst company to deal with?
 
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