HTC

[worf105]

Update is that the phone powers off (shutdown) just after it restarts and requires the battery to be removed to start the thing.

Worf105

[worf105]

Hi Ben,

Sensation now out of action and back in box as it is of no use with these problems. Borrowed a old desire from work mate for a week so I really hope this problem is sorted for good by the time I have to return the desire.

I have faith in you Ben please don't let me down mate,

Worf105

[worf105 · Accepted solution]

A big THANK YOU to ben for all his help,

Cheers,

worf105

[tinky1]

Hi guys
so, I'm finally back from holiday and going to sort out dust issue. I've sent it to Voda once already, and they've sent it back without fixing it. Wayne suggested sending it to HTC direct, but one of the mods here said that its better to send it to Voda again, as then you guys can see what's been done (or not). So which route do I take?
Thanks

[Ben_H]

Hi tinky1,

Our repair centres will pass a unit on to HTC's repair centres if it's an issue we can't resolve so we kind of act as a first port of call. HTC can take a little longer if used indirectly but you're more than welcome to approach them directly if you're not satisfied with the analysis carried out on your previous repair.

Cheers, Ben

[tinky1]

Hi Ben.

Thanks for reply. Well, I've sent it to Voda already, and they've sent it back with nothing done to it. I'll try my luck again with your repair service again, as HTC, from my experience, seems to take long time, and i have no smartphone to fall back to. All I really wanted was to find out if there was a way to leave a note or something to make sure same thing doesn't happen again and phone doesn't end up being ping ponged between me and repair centre. Which, as I've learned, can't be done as you guys don't have any contacts with repair team.

Anyway, I'll send it to Voda again, will leave an extra note explaining the situation, and will let you guys know how it went.

[NeoBlade]

Let us know how it goes Tinky. I recently sent off my HTC Sensation for repair as it has dust clouds on the left and right of the screen, as well as a dead pixel and dust speck right in the middle of the screen. I added some test wallpapers to the phone (black, white, rgb etc) so that the Vodafone rep at the store could clearly see it too. I also made her view it in direct sunlight as it is more visable. Even though she said that the Vodafone warranty does not cover dust under the screen as it falls under "general wear and tear", I insisted that it should be sent off as at the time, it was the top Android smartphone and that it was not acceptable.

I had a refurb unit sent back to me after it was deemed the repair would take too long to do. Thus far (knock on wood) its been running fine. So credit to Vodafone for sorting it out for me.

[tinky1]

Here i am again. So, i got in touch with Voda CS and was told i will be sent an envelope again. Received no envelope. So got in touch with customer relations, as i was getting a bit fed up with trying to get simple issue fixed for about two months now. Missed their first call as i had no reception for two days on the seaside (which was unbelievable since manual searching found all other four UK providers, plus numerous French ones). Anyway. After speaking to CR, they told me that the only thing i can do is to send it for repair again. As i am PCless at the moment (conviniently broke down two days ago) i rely on the phone heavily for Skype, Gmail and general internet browsing when needed. So i decided i can wait a month or two before sending it away. Now, it all happens at the same time, doesn't it? My phone is faulty now to an extent that its unusable. Battery goes down at the rate that if left off the charger it depletes in few hours without me doing anything. Its been acting strangely for a week or so, and now finally got this bad.. Tested with two different batteries. To round it up. It has been going on for about two months now, which reinforced my opinion that the only place i can get good CS is with you guys on the forums. I heavily rely on the phone now, but it's hardly usable, HTC takes a long time to do repairs like that (i was told up to three weeks, but when i had my HTC Desire send away it took almost five week). So i am a bit lost. I have to get it repairded or replaced anyway, but as i said above i rely on it to connect to the cloud. is there anything you could do to help me? Sorry for bringing negative post again, I swear i don't mean to. P.S. I did ask if they could just swap it for a refurb unit, or similar phone, but was told no.

[James]

Hi tinky1,

Unfortunately we are restricted to what we can offer other than another repair however; this should only take 7-10 days as opposed to 5 weeks. (through our repair centre)

With this process there is a possibility that an exchange may be issued by the repair centre if it can’t be repaired within a reasonable timescale so it is always worth doing.

I can only apologise for the inconvenience and frustration that you are experiencing with the phone at the moment.

James

[tinky1]

Hi James.

Thanks for your reply. Part of the problem is that i was told by CR that Vodafone repair centre cannot repair ir, so i HAVE to send it to HTC.

I've found that quite a few people i've spoken to at Voda are incompetent and give their opinion as a fact. Not trying to make CS look bad, just stating the fact. One adviser on live chat told me that I can just walk into the Voda store and they will do it there and then. Explanation that in UK shops don't carry out any sort of repairs didn't convince her, and she insisted that is what i do. Then last person i spoke to said that Voda cannot do it even at repair centre, and i have to send it to HTC direct. Quite inconsistent i must say.

I'm afraid from the beginning I've had nothing but poor CS from Vodafone, apart from you guys on WRT. I'm glad i came across you as otherwise i don't think any of my previous issues would have resolved. I want to thank Simon, Wayne and one other whos, i'm sorry to say, name I've forgotten for the help I've received.

What I asked above is that if you can do something to help me out it would be nice, but i do understand that it is your right just to stick to T&C and tell me to just send it to HTC. It wouldn't make me happier, but i would understand.

By the way, phone battery has improved somewhat, but still nowhere near where it was before that problem. Instead it's got speed and stability problems now.

P.S. I'm not sure if you followed the story from the begining, but I've already sent it away once and had it returned to me with "no problem found" note.

[James]

Hi tinky1,

Thanks for getting back to me.

To be honest our repair centre is there to repair any fault with a device that is covered under warranty and as such there is no reason why you would be told that a repair would not be completed by us.

I think that we do need to look into the account and speak with you directly to see if there is anything else that we can do for you.

So we can do this a PM is on its way to you now, please follow the details on the PM and we will be in touch as soon as possible.

You can find your PM inbox here.

James

[Willa13]

Wear and tear makes me laugh i upgraded to a Sensation 10th Oct 2011 I went back to the store 3days later as i had dust under the screen and luckily as I still was within my cooling off period the store changed it for me, now no dust but all the other issues with the sensation are happening so not a happy bunny again.

Ade

[DaveCD]

Hi Willa13

Thank you for your post.

I understand that this has caused you frustration, I have responded to your other post here.

Please take the device to your local store and one of our experts will be able to take a look and advise you of your best options or alternatively we can arrange a postal repair.

Many Thanks

DaveCD
eForum Team

[Willa13]

Thanks DaveCd, I have spoken to a couple of your guys (one been a lady Jenny) who advised to do a factory reset, Done that but in the process of setting the phone up it restarted 3times and battery went from 85% to 4% popped on charge and in 2 mins was showing battery at 100%????? anyway long story short went to local VF store and now justwaiting to see what i get back.

Will advise outcome around 3rd Sept ish