Contacted HTC customer support regarding volume button dropped off

[everyday48]

my sensation volume button is dropped off while I was trying to adjust volume, and can not put it back.

I contacted HTC (UK) customer support, they told me this problem is classified as out of warranty, because they assume volume button is sealed very well in back cover and only physical damage can cause it drop off.

customer support blame me for this problem and ask me to buy a new back cover for £40.99 plus £6.99 delivery.

Its just completed ruined my htc experience. I like this phone very much, and I can't adjust volume now.

 

[everyday48]

found same story here, and more same problem happened in reply section.
http://pocketnow.com/android/htc-sensation-volume-rocker-fail

 

[bakili]

You can still adjust volume in settings or with other apps.
I believe volume button works as shortcut for volume adjustment.

 

[piimp]

Bt the fone mite look ugly without the rocker on the side

Sent by my feau gee

 

[everyday48]

You can still adjust volume in settings or with other apps.
I believe volume button works as shortcut for volume adjustment.

thanks.

it looks ugly and feels wrong without it. and strange thing is, this is hardware problem, and they told me this problem classified as out of warranty. how come?

 

[everyday48]

Bt the fone mite look ugly without the rocker on the side

Sent by my feau gee

yes, its ugly without it, also very easy for other people to see, you can hide it.

its amazing phone and cant show your friends because of volume button is missing.

 

[Canaan]

my sensation volume button is dropped off while I was trying to adjust volume, and can not put it back.

I contacted HTC (UK) customer support, they told me this problem is classified as out of warranty, because they assume volume button is sealed very well in back cover and only physical damage can cause it drop off.

customer support blame me for this problem and ask me to buy a new back cover for £40.99 plus £6.99 delivery.

Its just completed ruined my htc experience. I like this phone very much, and I can't adjust volume now.

Thats Strange. I had the exact same problem and called HTC UK, the gentleman advised me to return the phone to T-Mobile to exchange the handset or he could send me a replacement cover, but that would take a week to ten days. I asked for a replacement cover and that arrived 2 days later. Maybe you should call back and speak to someone else.

 

[austendale9]

Demand it. Laws are here to protect you in the EU..
Demand you are unhappy and you want a replacement otherwise lawyers will get involved.

The law says if you are unhappy because a product failed to do it's duty or wasn't of good quality (ie. volume buttons detaching) then the company MUST replace it.

 

[xaccers]

Legally in the UK it is down to the shop/retailer not manufacturer to rectify either through repair or replacement, or if they like by refund.
If something goes wrong in the first 6 months it is up to the shop to prove the issue was caused by misuse, not up to you to prove it just fell off.
So contact the retailer and ask them to repair it or replace it. If they say you need to contact HTC direct tell them that under the sale of goods act it is the responsibility of the retailer.

 

[everyday48]

Demand it. Laws are here to protect you in the EU..
Demand you are unhappy and you want a replacement otherwise lawyers will get involved.

The law says if you are unhappy because a product failed to do it's duty or wasn't of good quality (ie. volume buttons detaching) then the company MUST replace it.

Yes, I thought I am covered under warranty, seem I was wrong.

It's annoying that customer support he is confirmed with one of his colleague, both of them believe volume button is very well sitted in back cover, its only happened when physical damage to it.

They are using too much their own imagination, not look into problem. I did some research on this, many people have this problem.

 

[everyday48]

Legally in the UK it is down to the shop/retailer not manufacturer to rectify either through repair or replacement, or if they like by refund.
If something goes wrong in the first 6 months it is up to the shop to prove the issue was caused by misuse, not up to you to prove it just fell off.
So contact the retailer and ask them to repair it or replace it. If they say you need to contact HTC direct tell them that under the sale of goods act it is the responsibility of the retailer.

Thank you. I will try contact Vodafone, see what Vodafone say about this.

 

[cjm1979]

my sensation volume button is dropped off while I was trying to adjust volume, and can not put it back.

I contacted HTC (UK) customer support, they told me this problem is classified as out of warranty, because they assume volume button is sealed very well in back cover and only physical damage can cause it drop off.

customer support blame me for this problem and ask me to buy a new back cover for £40.99 plus £6.99 delivery.

Its just completed ruined my htc experience. I like this phone very much, and I can't adjust volume now.

Mine did the same and i had a brand new cover sent out. I used the Htc uk support live chat. The guy even sent an update when it had been sent out. This was about 6 weeks a go.

 

[xaccers]

Yes, I thought I am covered under warranty, seem I was wrong.

Sometimes I wish warranties were banned, they can be used by companies to make out that you have no rights.
All a warranty is in the UK, is an agreement from the retailer/manufacturer that they will repair/exchange the item without hassle if they deem it to fall under that agreement.
Outside that agreement you have statutory rights which in the UK are pretty solid.
For instance, most people will think that after a year if something goes wrong with their phone they should pay to repair it, but the law says that you should be able to get a reasonable amount of use out of an item, and I don't know about you, but I'd expect a £400+ to last more than 2 years.
You also have several organisations which are on your side.
If you want free legal advice there is the Citizen's Advice Bureau.
If you get no where with Vodafone, see if your local BBC radio station has a consumer protection show. BBC 3 Counties Radio (Herts, Beds, Bucks) has an excellent show in the mornings for instance.
Have a look here

 

[everyday48]

Sometimes I wish warranties were banned, they can be used by companies to make out that you have no rights.
All a warranty is in the UK, is an agreement from the retailer/manufacturer that they will repair/exchange the item without hassle if they deem it to fall under that agreement.
Outside that agreement you have statutory rights which in the UK are pretty solid.
For instance, most people will think that after a year if something goes wrong with their phone they should pay to repair it, but the law says that you should be able to get a reasonable amount of use out of an item, and I don't know about you, but I'd expect a £400+ to last more than 2 years.
You also have several organisations which are on your side.
If you want free legal advice there is the Citizen's Advice Bureau.
If you get no where with Vodafone, see if your local BBC radio station has a consumer protection show. BBC 3 Counties Radio (Herts, Beds, Bucks) has an excellent show in the mornings for instance.
Have a look here

So many information, thank-you.
I will fight to the end until problem solved and use information you have provided if needed & update any progress here.

 

[everyday48]

Mine did the same and i had a brand new cover sent out. I used the Htc uk support live chat. The guy even sent an update when it had been sent out. This was about 6 weeks a go.

The unibody design seems add too much cost to repair for HTC, even only for tiny volume switch.

HTC customer support also argue volume button is very secure and only can be removed by physical damage. But for me, mine is dropped off while I was adjusting volume.

BTW, a tiny volume rocker can destroy HTC brand.

 

[Mrplennium]

This happened to me as well. It makes me question the build quality of this device. I wanted to keep it around for a long time, but now I'm a but sorry I didn't wait for the next Nexus device. I live in the US. When I called them they sent me a new back cover within 3 days. It makes me wonder if it will happen again....

 

[everyday48]

This happened to me as well. It makes me question the build quality of this device. I wanted to keep it around for a long time, but now I'm a but sorry I didn't wait for the next Nexus device. I live in the US. When I called them they sent me a new back cover within 3 days. It makes me wonder if it will happen again....

I have same thought, what can I do if volume rocker fail again even they agree to give me a new cover.

I will sell this device ASAP when my contract finishs. It's a shame, i like this phone.

 

[GunnerVx]

I have same thought, what can I do if volume rocker fail again even they agree to give me a new cover.

I will sell this device ASAP when my contract finishs. It's a shame, i like this phone.

I pulled mine off and then glued it back on when I was done my mod. If the little rubber piece is still there then you should be able to just crazy glue it back.

 

[xaccers]

I have same thought, what can I do if volume rocker fail again even they agree to give me a new cover.

I will sell this device ASAP when my contract finishs. It's a shame, i like this phone.

You contact Vodafone again and demand they replace the back cover again, simple as that.

 

[RiverCity.45]

I had that happen, too. HTC US gave me no problem, replaced back cover free.

Sent from my A101IT using xda premium