Thank God For Free Screen Replacement

[jasonspeed]

Thank god for the free screen replacement. Phone missed my pocket last night and hit the floor. No case on the phone since I am waiting for my dot view to arrive.

 

[KOLIO]

Thank god for the free screen replacement. Phone missed my pocket last night and hit the floor. No case on the phone since I am waiting for my dot view to arrive.

^^^^^
FIRST :bawling: :saint: :call: ..................

Seriously,could you keep us posted on the turn of events that lead up to you getting the replacement?

THX!

 

[jasonspeed]

^^^^^
FIRST :bawling: :saint: :call: ..................

Seriously,could you keep us posted on the turn of events that lead up to you getting the replacement?

THX!

Will do.

HTC has 3 options for repair/replacement:
One is a $29 fee which covers shipping where they send you a new phone and put a $599 hold on your credit card until they get your phone back and evaluate it. If there isn't any damage besides the screen they give you your money back. I chose this option since my phone is less than a week old and nothing else is damaged. If there is any other damage they deduct it from your $599. They do say if you modified the phone (rooted it) you will get charged. I talked to Sprint and they won't charge me an activation fee for the replacement phone.

Two is a $19 fee which promises to get your phone back to you in 5 business days.

Three is a free repair which takes 7 to 10 business days.

I'll follow up later after the exchange happens.

 

[jasonspeed]

Replacement phone came in today, should I bore you with the drama? Yeah, I'll include the drama.

I online chatted with a rep on Sunday morning about getting my phone replaced and he accidentally entered in the free option. I ended up calling in on Sunday afternoon and talking to a nice fellow who cancelled the free option and did the prepaid exchange. He wanted to stress that I would be charged if there was anything other than the screen damage, almost trying to discourage me from doing the advanced exchange but I went ahead and did it.

When I received the email from UPS with the tracing number I noticed that a signature was required. My advice is that if you aren't going to be home when UPS arrives, send it somewhere you will be.

Now HTC had a problem with UPS and changed the shipping to USPS otherwise I would have received the phone yesterday instead of today. I was reimbursed my $29 shipping fee. Nice move HTC.

The new phone arrived in an nice box and the battery was completely discharged (see attached picture, taken with the old M8). So don't plan on activating your phone right away. I also received a 3 day select return label so don't wait until the last minute to return your phone with a broken screen. Hopefully you saved the serial number sticker from your original phone because they require it on your returned unit.

I am waiting for the new phone to charge and I will post up how the activation through Sprint went.

 

[kylecummins]

Glad you got a replacement.

Hope you have some protection this time!

 

[jasonspeed]

Glad you got a replacement.

Hope you have some protection this time!

I put an order in for an OtterBox. My last phone lasted nearly 4 years with one and on further review, the DotView case's lid obstructs the camera.

 

[kylecummins]

I got a commuter today - but I'm going to return for a defender for the slight difference in bulk I think the defender makes more sense.

Reaaallly wish lifeproof would do a m8 case. Love everything about my girlfriend's nuud except the iPhone part..

 

[jasonspeed]

So activating the new phone went fairly smooth. It shipped with a new SIM card and I didn't need to swap out my old one but I did it anyway. I didn't do a backup because I'm not the backing up kind of person and I've only had the phone for a little over a week. I'm re-installing all my apps and preferences at the moment.Overall I would say the process has been smooth.

Broken screen phone is in the box the new phone came in and I will be dropping it off at the UPS store tomorrow and getting a receipt. I will follow up with the release of the hold on my credit card.

 

[pootyash]

Hopefully you saved the serial number sticker from your original phone because they require it on your returned unit.

This is really good to know.

 

[jasonspeed]

Haha, HTC wanted me to have a new phone so bad they sent me a second one! This time it came FedEx (I returned it). I have never dealt with HTC customer service with my previous HTC phones but I get the distinct feeling that they want happy customers (to talk up their product).

 

[jasonspeed]

Update 3:

Make sure you put your RMA number on the box when you send your phone in. I forgot to do this and it will probably slow down the time it will take to have the hold released on my credit card. Oops.

 

[gkhaikin]

Haha, HTC wanted me to have a new phone so bad they sent me a second one! This time it came FedEx (I returned it). I have never dealt with HTC customer service with my previous HTC phones but I get the distinct feeling that they want happy customers (to talk up their product).

Ha, i don't know about that. I've had some issues with my phone (one with Wi-Fi, which this board assisted me with, one with messaging which i believe is a Verizon issue). Both times I talked to HTC on the phone they seemed like they could care less. Didn't offer any trouble shooting, just told me to send the phone in, and they quoted me $39 for the exchange.

That being said, this is my first Android phone, i've been an Iphone user for the last 6 years, so I'm used to the top notch service you get with apple. maybe i need to lower my expectations.

 

[SolApathy]

Ha, i don't know about that. I've had some issues with my phone (one with Wi-Fi, which this board assisted me with, one with messaging which i believe is a Verizon issue). Both times I talked to HTC on the phone they seemed like they could care less. Didn't offer any trouble shooting, just told me to send the phone in, and they quoted me $39 for the exchange.

That being said, this is my first Android phone, i've been an Iphone user for the last 6 years, so I'm used to the top notch service you get with apple. maybe i need to lower my expectations.

HTC deals more on the hardware end of repairs and security vulnerabilities; the exception being if you have a developers edition which contains the OEM HTC software. Branded phones have so much custom software from the carriers that the manufactures provide very limited software support. I would have definitely have contacted Verizon regarding the messaging issue, not HTC.

As far as the customer service, I'm sorry to hear that. I've never experienced an issue like that. I am guessing they quoted you the $39 because there is not a physical problem with the phone, and it is most likely a Verizon issue. The quote is for an exchange with no guarantee that the issue would be resolved.

Once again I would recommend speaking to Verizon directly for resolution. If that does not work,give HTC a call back and explain that Verizon is not assisting you and you would like a free exchange if possible to eliminate the possibility of a physical defect with the phone.

 

[jasonspeed]

Final Update:

The hold was released today so the total time for the replacement was pretty fast. The new phone came in 4 business days (would have been 2 or 3 but UPS messed something up) and I got my money back after 10 business days. Not too shabby.

gkhaikin I chatted with an online rep before I called in. The online people were more technically skilled than the guy on the phone. I think the online people are actual HTC employees and the phone people are a contracted call center.

With any company I deal with I prefer to do things online first so I can have a transcript of the conversation and promises made in case a problem arises later.

 

[gkhaikin]

HTC deals more on the hardware end of repairs and security vulnerabilities; the exception being if you have a developers edition which contains the OEM HTC software. Branded phones have so much custom software from the carriers that the manufactures provide very limited software support. I would have definitely have contacted Verizon regarding the messaging issue, not HTC.

As far as the customer service, I'm sorry to hear that. I've never experienced an issue like that. I am guessing they quoted you the $39 because there is not a physical problem with the phone, and it is most likely a Verizon issue. The quote is for an exchange with no guarantee that the issue would be resolved.

Once again I would recommend speaking to Verizon directly for resolution. If that does not work,give HTC a call back and explain that Verizon is not assisting you and you would like a free exchange if possible to eliminate the possibility of a physical defect with the phone.

Oh, I called Verizon first, they told me it was a hardware issue and to call HTC, HTC told me it was a network error, and to call Verizon (i dont know how WiFi issues are a Verizon network issue), So i called Verizon back and they told me it's hardware and to call HTC....