My HTC UK warranty experiences
I needed to get my HTC Desire HD repaired under the statutory 2 year warranty companies must provide in the UK. The reason was four dead/stuck pixels that had appeared scattered about on the screen. I'd tried apps to repair the pixels but they didn't work. I also wanted the GPS repaired as it could practically never lock on.
When I phoned, the person explained that, depending on the distance between some of the dead pixels, this may not be covered under the warranty, and if that was the case they'd have to charge for repair or return. I chanced it anyway.
Unfortunately, they decided their warranty cover wouldn't include my pixels and wanted over a £100 to repair or about £23 to return. I wasn't happy, and tried complaining to their call centre staff but no joy. I even pointed out they should at least repair the GPS, but bizarrely, their position was they'd have to repair everything or nothing.
So I did a little research and realised that, in my eyes, their position was unlawful. This is because the screen had a clear fault, and they never disclosed their own pixel policy to me at point of sale. Although this wouldn't wash with their call centre staff, I phoned their UK head office and asked for an email address and physical address to serve court papers. I was quite looking forward to taking them to small claims court under the Sales of Goods Act and for the fact they were withholding my goods. I would represent myself.
I emailed the address they gave (and sent a copy of the email by recorded post to their head office). This time the head office staff were much more obliging and they fixed the phone without charge.
Sometimes you need to get tough with these companies.
One thing impressive about their repair policy is they detail what parts they replaced, and they replaced parts I didn't even consider faulty, such as the speaker. The only final annoying thing is they forgot to return the covers for the battery and SIM/microSD card until I pointed this out to them!
I also needed to return my Desire S which my girlfriend uses. It kept resetting and we worked out there was something physically loose with the battery connection. This time things went much more smoothly without any repair issues!