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VERY Impressed with HTC USA!

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JayG
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Default VERY Impressed with HTC USA!

2 weeks ago to the day, I accidentally dropped my HD2. Nothing major.. I was actually sitting down when it happened, and the phone bumped my ankle then gently bumped the floor.. no big deal right? (It has a hard shell protector). Well, then as the phone flipped over, it bumped the edge of a table leg and damn! Four hairline cracks on the digitizer. And no more functionality though the LCD was fine and the phone was working but locked with no way to unlock it.

So, I weigh out the cost of repair vs. replacing it all together. Ultimately, it was cheaper to repair the screen.

Here is what blew my mind! Keep in mind that I am in Canada, I purchased the phone (T-Mobile Branded) on the 'net, it's unlocked, tweaked, and therefore there is no warranty.

So, on 04/01/2011, I contact HTC USA. To my surprise I actually get an American on the phone not some call center in a third world country. Wow! The person totally has their act together and in less than 10 minutes, I have a quote for the repair. Wow again! The rep explained everything in detail along with the mandatory disclaimers and while they were finishing up that, I'm receiving an email with all the necessary details and an RMA and Case number and shipping instructions. Wow yet again!

04/02/2011, I send the phone to the repair center in Texas. By 04/05/2011 at 10:50pm the phone has arrived at the repair center. The next morning, I get a call from HTC confirming the damage (which I knew), and they simply want a yes or no to go ahead with the repairs or not. By the afternoon, I have a FedEx tracking number, the phone is fixed and it's on its way back to me in Canada. Wow one more time!

04/11/2011 FedEx is at my door with my phone and HTC picked up the return shipping. Well.. you guessed it! Wow!

I am reconfiguring the phone back to the way I had it prior to sending it as I write this. It had been hard reset to factory spec which if fine and to be expected since they likely run various diag after repair.

So, for $120.00 + $25.00 Shipping, my phone is working again!

There's a case study for keeping our companies and their support centers on North American soil. There are dozens of companies I could list that should be taking notes. 8)
T-Mobile HTC HD2 - Unlocked, flashed with Jelly Bean 4.1.2. Added a whole life to this thing.

HTC 8125 - Flashed WM6.1
 
T-Macgnolia
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Nice to see a positive post like this. glad you got you HD2 repaired and are now back to modding it.
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JayG
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The whole repair process was nine days including weekends which I think is darn good!

That said, I was without the phone/device for 2 weeks. Talk about withdrawals! LOL!

Amazing how reliant we become on these devices. I use it to manage my daily activities for 3 businesses, 1 job, and my personal life/activities. I was on the verge of anxiety at times! Hehehehe!

At least I had my trusty HTC 8125 as backup and while it cannot connect to my cellular provider's network for phone/text/data, at least I had my calendars, tasks, notes, and contacts but I'll tell ya, talk about feeling tethered to a land line and out of the loop.

Yep, it just got HardSPL 4, my preferred radio flash, BsB, Total Commander, and a few other goodies back on and is now syncing with my Desktop and Exchange. d'-'

Quote:
Originally Posted by T-Macgnolia View Post
Nice to see a positive post like this. glad you got you HD2 repaired and are now back to modding it.
T-Mobile HTC HD2 - Unlocked, flashed with Jelly Bean 4.1.2. Added a whole life to this thing.

HTC 8125 - Flashed WM6.1
 
coldest~~~
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It was not a bad price if it was a year ago, but I just picked up another near mint condition one for $150 with everything included off criaglist.

Sent from HTC HD2 with Android
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JayG
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Yeah, fair enough however, in Canada, the phone is not even available therefore my options were a bit more limited to purchase a new phone through a system where there is a little more security in knowing that if it turns out to be a bad deal, the purchase it covered. i.e. Buyer Protection from eBay or anything like that.

It's not like you can hop on a local Craigslist up here and find them readily.

So, the replacement cost for a whole phone was much higher, and the repair was the way to go.


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Originally Posted by coldest~~~ View Post
It was not a bad price if it was a year ago, but I just picked up another near mint condition one for $150 with everything included off criaglist.

Sent from HTC HD2 with Android
T-Mobile HTC HD2 - Unlocked, flashed with Jelly Bean 4.1.2. Added a whole life to this thing.

HTC 8125 - Flashed WM6.1
 
lukesan
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You're a lucky guy.

I've had less good experiences in the Benelux here.
I called in mine for a screen and gps issue that is warranty issue since I run the official image on this HD2.
They didn't pickup the device twice as promised which drove me up the wall since I had my colleague involved and had to change several appointments with my clients for.
After I complained I got called by a customer care guy and was promised my device would be fixed one week after the pickup.
Called them this afternoon since we are one week further and my device was waiting for 2 parts but they didn't know which.
I wonder how many parts can break in the HD2 that direct to the fault. Guessing the main board and an LCD screen?
Well according to the customer service I will have to wait for the parts to come in.

I am so disappointed in the service and hole customer care after having a touch, touch pro, touch hd etc.
The touch pro which costed me over 500 Euro ended up in the trash after 3 failed repairs and numerous errors which where caused by the repair center. Sending it back to another address and name was only the tip of the iceberg.

Looking around for a dedicated Android device the LG optimus 2x looks good since it has a 24hour swap warranty.
 
JayG
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(Last edited by JayG; 13th April 2011 at 06:02 AM.) Reason: Typo
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Sorry to hear bro!

Heck, they even confirmed parts availability while on the initial call just prior to setting up the RMA. Maybe I just lucked out.

I work in the IT field and deal with all kinds of this stuff all the time and it has been years since I encountered this type of competence and efficiency. Don't know what else to say.

Have you checked out the Motorola Atrix?
http://www.motorola.com/Consumers/US...la-ATRIX-US-EN

This thing looks cool! Watched several segments on it during the CES show back in February. My only question or disappointment was in all the promo vids from the CES they were touting Android 3 Honeycomb however at the Motorola site its tech specs list Android 2.2.

Good luck in your search!


Quote:
Originally Posted by lukesan View Post
You're a lucky guy.

I've had less good experiences in the Benelux here.
I called in mine for a screen and gps issue that is warranty issue since I run the official image on this HD2.
They didn't pickup the device twice as promised which drove me up the wall since I had my colleague involved and had to change several appointments with my clients for.
After I complained I got called by a customer care guy and was promised my device would be fixed one week after the pickup.
Called them this afternoon since we are one week further and my device was waiting for 2 parts but they didn't know which.
I wonder how many parts can break in the HD2 that direct to the fault. Guessing the main board and an LCD screen?
Well according to the customer service I will have to wait for the parts to come in.

I am so disappointed in the service and hole customer care after having a touch, touch pro, touch hd etc.
The touch pro which costed me over 500 Euro ended up in the trash after 3 failed repairs and numerous errors which where caused by the repair center. Sending it back to another address and name was only the tip of the iceberg.

Looking around for a dedicated Android device the LG optimus 2x looks good since it has a 24hour swap warranty.
T-Mobile HTC HD2 - Unlocked, flashed with Jelly Bean 4.1.2. Added a whole life to this thing.

HTC 8125 - Flashed WM6.1
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lukesan
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thx for the headsup JayG!

Well lets say that I do the same work as you and do escallations and process realignments. If I could have a go in this whole thing .....

The Motorola looks interesting but try to find one in Europe.
 
0nova
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I very agree with your assessment of HTC. My story is one better. I had bought my phone (HTC ELFIN P3452 TOUCH) in India. It had some battery charging issues and when on a whim I finally contacted HTC US, the lady told me that the warranty on the phone had expired 5 days back. I politely requested her if there is something she could do. She came back a few minutes later and told me she will take the phone as under warranty, but she will have to get back to me after figuring out where I should be sending the phone for repair as they figured HTC touch is not serviced anymore. I did not get a call back for 10 days and then I called back and explained my situation again and the previous call to a totally different lady. She gave me an RMA and asked me to ship to their TX facility. I got the phone back with brand new board in a week. But then I noticed a crack in the body. Since now the phone was under a 90 day warranty, I called back and explained the situation. They gave another RMA and so I sent it back. another week later, I get the phone back and it was brand new everything including the LCD and the phone. New IMEI.

HTC is top notch. So my current phone is HD2 and backup phone is Touch.

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