HTC

[worf105]

Hi,

I have been through this forum and read loads of posts about dust getting under the HTC Sensation screen. I've had some specs for over 2 months now but in the past week I now have loads it beginning to obscure the screen. The dust is getting in on both sides about half way down. Can I arrange for my phone to be sent in for repair under warranty?

Cheers,

Andrew

[redpages]

Hi

Help and support on arranging a Vodafone repair (and how their warranty works) can be found below:

Vodafone Repairs

[NeoBlade]

I sent off my HTC Sensation for the exact same reasons. The staff said that "Dust under the glass or screen is not covered by warranty as it technically falls under the Wear & Tear issue". I insisted for it to be sent off to be repaired anyway and she said its worth a try but it is unlikely anything will happen. I'll find out in a week's time or so...

[worf105]

hi,

I can't possibly see how that dust getting under a sealed unit can be put down to wear and tear. This is a well known problem with these phones and well documented. I have read that many customers have sent their phones to be repaired for this reason and some of them are having to resend their phones again for the same reason. HTC should be solving this manufacturing problem and replacing all these poorly constructed (screen seals) phone.

Andrew

[NeoBlade]

My thoughts exactly worf, however the staff were pretty adamant and made sure to remind me at least three times before I told them to send it off. On mine there are dust clouds on the left and right side, along with a very annoying bit of dust or a pure dead pixel right in the middle of the screen. There was already a dead pixel on the bottom right but they didn't do anything about it when I first sent the phone off to repair, 8 days into the 24m contract.

[tinky1]

Sent mine off for the same reason. On submission form in extra comments box wrote the problem down and highlighted it. Received back with letter saying there is nothing wrong with device. Called CS only to receive suggestion to send it away again. CS guy had no answer to me asking if there was anything to guarantee that the same won't happen again. So here I am, back on eForum, because only here I get true good quality customer service. Could someone from the team give me a call please?

[Lee]

Hi there tinky1,

Thanks for posting.

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[tinky1]

Hey Lee, thanks a lot for getting in touch. Fired off an email to you guys. Have no doubts that you'll have a great solution as usual.

[worf105]

Sent away for repair now, hope it wont be long.  One thing that does concern me is the Return Confirmation Sheet, in the section marked Reported Fault it has writing "04 FAULTY NO DISPLAY".  I hope that's because that's the only option on VF system that closely matches the fault reported.  I have not mentioned any such fault here only mentioned the dust issue so I hope that the phone does not get sent back to me because of this with out addressing the dust under the screen fault.

Andrew

[tinky1]

Worf, had similar or same problem listed on mine and they sent it back to me without doing anything. Hope you are luckier than me.

[worf105]

Thought that would happen after reading some posts here.  Can someone from the CS team here please contact the repairs centre and inform them of this problem. Job Number is: 6623099

Kind Regards,

Andrew

P.S. What the story of your phone, has it been sorted ?

[tinky1]

Got in touch with WRT, waiting for a call. I'm confident they'll sort it out, they've been good as gold before, which unfortunately cannot be said about the rest of Vodafone CS. I had a chat with Vodafone CS, assistant insisted that if I take it to Vodafone store SALES guys will open up factory sealed unit and clean it for me. Anyone who sent it to HTC direct had their screen, digitiser (they are sealed) and motherboard changed.

[worf105]

Thanks Tinky1,

Hope the guys here could do what needs to be done for me to get this phone back to how it should be. 

Cheers,

Andrew

[worf105]

Just had a text telling me that the repair centre has received my phone and will get it back soon.  Am now worried that they will only read the sheet that was sent with the phone and see the screen works and sends it straight back when its a dust problem like was raised here.  Is their anyone on the Vodafone CS team here that can contact the repair centre and inform them please.

Kind Regards,

Andrew

[worf105]

Hi again,

I've just received another text telling me that my phone is on its way back to me, which is great if the dust problems is fixed and a big thank you if that is the case.  I feel its going to be received as I have sent it with the dust issue remaining as the sheet that was sent with it said "screen broken".  I really hoped that one of the CS people here would have replied back to my posts in this matter and contacted the repair centre to update them, but nothing, not too good. 

Regards,

Andrew

[tinky1]

Spoke to Wayne in WRT, great guy, bit couldn't help me with anything as he has no contact with repair team. He had no refurbs to do an exchange too. Options I have now are to send it to either Vodafone or HTC and if fault is ignored again to get in touch with wrt again, Wayne said they might have some discount for another phone, which after some thinking while great, but doesn't seem right. Nothing against Wayne, great guy, buy I don't feel like paying anything as I have already paid (or rather tied in legal agreement into paying for it over 24 months) for HTC Sensation which is covered under 24 months warranty.

[worf105]

Hi Tinky1,

I have now just contacted HTC to arrange for the phone to be returned for repair as I should have been by Vodafone.  VF should be getting something arranged with HTC about this problem with Dust with the Phones they are giving out with 12 - 24 Month contract, very poor show

worf105

[James]

Hi All.

Unfortunately as the eForum have been very busy over the past week we are a little delayed in responding to the threads on the eForum.

As all of the handsets (except iPhone) do carry a 24 month warranty period with us and the manufacturer, if a fault has been recognised by HTC they will inform our repair centre what they can do under the warranty of the phone however, until this is done we are restricted to what can and can’t be done on a repair which in instances like this it can sometimes be more beneficial to go direct to the manufacturer for a repair.

Once this has been completed please come back to us and let us know how you have got on and what HTC have done for you.

James

[worf105]

Thanks James,

My phone has been arranged to be picked up by UPS next week (waiting on phone coming back from Vodafone) and delivered to a HTC repair centre.  They said it should be back within 7 working days.  I have a problem as HTC require "proof of purchase" to be included within the package.  How would I get proof or purchase as this is a contract phone? Anyone advice please ASAP

Kind Regards,

Andrew

[drey_p]

Hi Worf105 - you should have got some paperwork when you got your phone - that usually will serve as your proof of purchase!