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Run around from HTC

S

Suffer

Lurker
I have a HTC One X that fell 18.5 inches onto my living room floor cracking the screen. I measured the height of my coffee table that it fell from. That's a very minor fall to damage such an expensive phone.

I contacted my service provider, Rogers, and they wouldn't help me at all. They told to find someone to fix it.

I contacted HTC via email and phone. After several attempts, I managed to speak to a very helpful Gary in Tennessee. Gary told me HTC would pay for the repair and emailed me a work order for a repair shop in Ontario with instructions to ship it.

The repair shop received my phone but the work order did not include a special case number for the shop to bill HTC. The repair shop called me and advised me to contact HTC and obtain the special case number.

I contacted HTC again and the first person I spoke to ignored what I was telling him and forwarded my call to Rogers. I hung up and called back. Thankfully, a different person answered. This person passed me off to another person who told me I would be contacted by yet another person regarding these issues. That was last Friday. It's the following Wednesday and still no phone call.

I just want my phone back. It's been almost a month since I sent it in for repair and I'm still paying on my plan with Rogers.

At this point I would strongly advise anyone I know against buying anything made by HTC. I'm not sure if it's that HTC doesn't support their product or they hire incompetent staff. Either way, it's been nothing but a headache.
 
Eh? You smashed your phone. That is not HTC's fault, and they're under no obligation to help you.

The fact that they are (albeit slowly) is something you should be extremely grateful for.
 
Rusty said:
Eh? You smashed your phone. That is not HTC's fault, and they're under no obligation to help you.

The fact that they are (albeit slowly) is something you should be extremely grateful for.
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I agree with this. I'd be grateful that HTC is offering to replace anything from user inflicted damage.
 
Seems people aren't getting the point. The phone wasn't thrown or dropped. My five yr old was coloring at the coffee table and knocked it off with her elbow. This is a very expensive phone and I don't think it should break so easily.
 
True but thats why i will never get an htc phone . Plus if they said they would pay it why are they keeping him from his phone that he paid for.
 
I understand it wasn't intentional damage by being thrown or dropped but that's why carriers offer their insurance because manufacturers legally are not obligated to help from a fall that cracks the screen no matter how small it is. I do agree that the long turn around time is frustrating but I would try to be happy knowing they will fix it for you.

Actually, do you have a status update on the phone yet?
 
Suffer said:
I contacted HTC via email and phone. After several attempts, I managed to speak to a very helpful Gary in Tennessee. Gary told me HTC would pay for the repair and emailed me a work order for a repair shop in Ontario with instructions to ship it.
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Odd that Gary's email didn't include his contact information.

Sorry that the glass broke when it hit the floor, hope you get this sorted.
 
Suffer said:
Seems people aren't getting the point. The phone wasn't thrown or dropped. My five yr old was coloring at the coffee table and knocked it off with her elbow. This is a very expensive phone and I don't think it should break so easily.
Click to expand...

All phones brake easily if they hit the deck in the right (well, wrong I guess) way.

You were just unlucky.
 
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