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Just called HTC about 1 yr warranty.

N

nochance

Newbie
All of a sudden my phone has screen bleeding. Along the bottom, but the screen isn't raised. I also have the most annoying white dot right in the middle, about the size of a tic tac. It only shows up against lighter colors though. I've tried all the pixel fixing apps, nothing.

I called HTC, and the lady said they'll service the phone, but the don't send out replacements. She said the turn around time is about 2 weeks, but it might take longer. No fee under their warranty, IF it's not user related. She mentioned damaged lcd's from screen cracks, water damage, etc.

She said I can send it in, and once the techs look it over they'd call and tell me the problem... Even if it's free to fix, they still tell you so it's documented.

My only other option (to avoid time without a cell) is to contact Sprint and see if they'll exchange it. She didn't seem to sure about it though because she said without the extended warranty they may tell you to contact us.

I quipped "well then they should credit me the 2 weeks on my bill" she kinda laughed, but gave the canned "that's not under our control" line.

Seems to me if you have an exclusive phone with a carrier, they should work in tandem to replace, or repair it ASAP. Not one point the finger at the other.

I have to call Sprint... again... 30 minute periods of elevator music are driving me insane. But realistically, what are my options?
 
Sprint can credit you for two weeks if you tell them your phone is in warranty repair with HTC.

And complaining won't do much.. either repair it through HTC or just exchange it through Sprint.
 
Did you get insurance? Where did you buy it? I bought mine through Best Buy...I've have a couple of phones through Best Buy, no problem with getting it fixed or exchanged.
 
Yeah I'll be polite. I've read the horror stories of how CS reps are treated, but mainly with Sprint. Be a douche and they'll tell you to screw, only in a nicer manner.

Bought it at Best Buy on launch. I waited for 3 hours while their system was down... Didn't purchase the warranty because I thought it was for theft, water damage, cracked screens, that type of thing.
 
I would have supportive exchange it. They have let me keep my phone till the new one comes in that way you are not without a phone but losing your temper with them only makes things worse for you in the long run.
 
nahpungnome said:
I would...but don't lose your temper or be a douche. Also, email HTC with pictures of your issue... you might get a rep that actually gives a crap.
Click to expand...

I agree, but if the OP didn't get xtra insurance, this is the standard SOP for phones, including HTC. They said they'll fix it, but you want more, eh? Want them to give you money to cover your expenses?.....be real. Hardware breaks, warranties cover fixing them....beyond this you'll have to live w/ some minimal financial or other inconveniences.
 
Well good news. Getting fed up with waiting, I just drove to the store. She said any repairs or replacements I'd have to go across the street. I'm like, there's a store there? She said I wasn't the first not to notice. Obviously it's their repair store, but it's tucked away behind offices and bank.

I talk to the insanely hot rep, she takes the phone and is gone for 5 minutes. She comes back out with the tech and he say's it's not a big problem, just the screen. I asked has this been common? He said several instances, but he can replace it, but it wont be ready until tomorrow at 9am.

SO to sum it up, I just go overnight without a phone and I get a free LCD replacement. :D
 
nochance said:
Well good news. Getting fed up with waiting, I just drove to the store. She said any repairs or replacements I'd have to go across the street. I'm like, there's a store there? She said I wasn't the first not to notice. Obviously it's their repair store, but it's tucked away behind offices and bank.

I talk to the insanely hot rep, she takes the phone and is gone for 5 minutes. She comes back out with the tech and he say's it's not a big problem, just the screen. I asked has this been common? He said several instances, but he can replace it, but it wont be ready until tomorrow at 9am.

SO to sum it up, I just go overnight without a phone and I get a free LCD replacement. :D
Click to expand...

Glad to hear it worked out for you... let us know the results.
 
nochance said:
Well good news. Getting fed up with waiting, I just drove to the store. She said any repairs or replacements I'd have to go across the street. I'm like, there's a store there? She said I wasn't the first not to notice. Obviously it's their repair store, but it's tucked away behind offices and bank.

I talk to the insanely hot rep, she takes the phone and is gone for 5 minutes. She comes back out with the tech and he say's it's not a big problem, just the screen. I asked has this been common? He said several instances, but he can replace it, but it wont be ready until tomorrow at 9am.

SO to sum it up, I just go overnight without a phone and I get a free LCD replacement. :D
Click to expand...
So this was at a Sprint Repair center? Do you have the sprint insurance or were they just fixing it due to the HTC warranty? Just curious for the future...
 
As I mentioned in another thread, (and correct me if I am wrong) but if the customer is paying Sprint the $7 TEP then I do not see a problem with taking the phone to a authorized Sprint repair shop (usually at a Corporate store) and have them fix it or exchange it if its un-repairable. Regardless if you bought the phone at Walmart, Best Buy, Radio Shack, or on ebay. You are paying for the insurance and if broken they have to get it fixed.

TS
 
You do know that the 1 year warranty for the phone is covered through Sprint, NOT HTC? If you call sprint and tell them your problem, they will send you a replacement phone (if they are in stock), then you send the broken one back. No need to wait 2 weeks for HTC. I have been with Sprint for 10 years and have never contacted a phone manufacturer for a repair. I always take it to a sprint store or call them.
 
sitlet said:
You do know that the 1 year warranty for the phone is covered through Sprint, NOT HTC? If you call sprint and tell them your problem, they will send you a replacement phone (if they are in stock), then you send the broken one back. No need to wait 2 weeks for HTC. I have been with Sprint for 10 years and have never contacted a phone manufacturer for a repair. I always take it to a sprint store or call them.
Click to expand...


Get your facts straight. Sprint no longer handles support for phones after the 30 day trial period. My Evo is only 3 months old. The speaker quality has always been bad, but I thought that is just how it was supposed to be. Then I talked on a friends Evo and realized that there was something wrong with mine. I brought it in to a customer service center and the guy who looked at it said j needed a new speaker. He could do it for a 38 flat fee! "But it should still be under the year warranty" I said. He said... that unless I pay the 7 bucks a month insurance, Sprint only repairs phones for the first 30 days after purchase. After that I have to contact HTC. He said that their new policy is making many people upset. He then recommended that I activate my old phone... and send in my evo to HTC. I called sprint to complain... was called back by a "manager"... and everyone has told me the same thing. Either I pay Sprint... or send my phone off for repair.
 
This poor post was dug up from its grave :( Sprint did recently change in the past months (since the last posted date before grave robbing), and youre correct about them not handling warranty stuff past 30 days without their insurance. I personally had my insurance with BB and instead of waiting their 2-3+ weeks turn around, I simply went to a Sprint service center, and got another phone over nighted - arrived by noon the NEXT day, while keeping my current phone untill the new one arrived. There was a $35 even fee, however my understanding that was for shipping the old/new phones +over night charges, I very well could be wrong. Either way, $35 is nothing in comparison to 2-3+ weeks without my phone & gps I need both of for work.

Side note - while I was there, there was actually someone who DID NOT have Sprints insurance, walked in with a "blown speaker" (idk which one) and they replaced it and sent him on his way free, on the spot, all in the 20 minutes or so I was there.
 
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