NOTICE: OFFICIAL HTC SENSATION RECALL (TO FIX POWER/VOLUME BUTTON ISSUES)...
Just an FYI for people who didn't know already...
Since I bought my HTC Sensation earlier this year (Direct from T-Mobile phone sales the day it was released), I hadn't had even ONE FULL day of use out of it. Why? Well the first one, the power button was unresponsive and whenever it would work, the screen would turn off again before I could even drag the ring up to unlock the device (Which lead me to believe that the proximity sensor appeared to be defective as well).
Needless to say, I called up T-Mobile and notified them of these issues, and luckily (Since I was still in the buyer's remorse period), they sent me a brand new phone in a new sealed box (Instead of a refurb from the warehouse).
When this new one arrived, the proximity sensor issue seemed like it was fixed, but the power and volume buttons were still unresponsive 99% of the time. So I searched online for a fix, found some people with a similar issue claiming it was a software issue and that flashing certain ROMs fixed it, etc. While this may be true for some, it wasn't for me and for others. This of course, cemented my beliefs that it was in fact a hardware issue... at that point I pretty much gave up and went back to my G2x until the SGS II was released and got one (My current phone) to use as a daily driver.
I forgot about my Sensation all together (Until about 2 weeks ago). And just for the hell of it, tried to see if anyone sold an aftermarket rear clam shell (Not a cover, but the actual shell with the contacts for the antennas)... didn't have much luck there (Strike 1), so I stopped at a local T-Mobile reseller to see what the damage would be on a new one (Or if they had any official shells for it). Nope (Strike 2). However, after talking to one of the employees there and explaining my problem(s) with the phone and what lead me to believe that this was indeed a hardware related issue... Well, I don't think it was my luck, but a gift from the HTC gods above, that the same employee I was explaining these issues to, actually owned a Sensation for his personal use, which he had there with him. So he promptly said: "Let's swap out the rear shells and find out.", we proceeded to do so and as expected, my phone worked perfectly with his shell and his didn't work with mine. I had all the info I needed now...
So when I got home, I called up T-Mobile and tried to explain to them the issue. To which they bickered back and forth with me that they do not send out the shells, just the actual phone. And just getting a new phone to use with the [now second] defective clam shell I've received would not do me any good. After repeated attempts to explain this to the agent on the phone, I asked to speak with a manager. The manager understood perfectly and said something that shocked me. She said that HTC actually had a recall in place for this phone's rear shell for owners experiencing unresponsive volume and/or power buttons and that some users were even reporting the buttons falling out of the cover. She said there was nothing T-Mobile could do, but to get in touch with HTC and that this is a known issue for which they issued a recall for.
I ended up calling HTC and they ask for specific information you will need to provide them with if wanting a new shell... this information includes your phone's part number, serial number, IMEI, phone number and date of purchase/first use.
After this information is provided, you are given three ways to pick from to get the ball rolling... these are, one, pay for the new shell ($55.00 + S+H) and keep both the defective one and the new one, two, send my defective shell to them (I am responsible for paying S+H to get it to them; as well as a tracking number to have proof of delivery) and when they receive it, they will send out my new shell OR three, give them a credit card number to which they will charge $1.00 and release/refund after they get verification of the account. They will send out the new, replacement shell immediately and give you 14 days from the day you receive the new one to get them your defective shell at their door step (You are responsible for shipping and tracking once again) or they will charge the card on file the $55.00 for the cost of the new shell they sent you.
Although it does seem unfair that they are making the owners of the defective product pay for and be responsible for shipping, I decided to go with option three. Got my new shell and paid under $3.00 at my local post office to send back my defective shell with tracking. Then to make sure there would be no miscommunication or excuses for charging me $55.00, I called HTC and had them note my account with the tracking number, along with the date it was sent out.
I was surprised to see that this recall is not very widely known about, so hopefully you will all help me spread the word. It just isn't right for someone to pay $300-$400 for a phone that essentially becomes a paper weight unless they go through all of the uncompensated time to try and deal with multiple companies to get the issue(s) resolved. It was just extremely surprising to me that I hadn't seen many (If any at all) threads on the topic of this being a hardware related issue for a lot of people as well when I received 2 completely different Sensation phones from two completely different warehouses that essentially had the same exact issue(s). That was very bizzare.
Hopefully this post becomes a sticky and/or more wide-spread to let people know (Who were in a similar situation) that they are not crazy and they can fix there phone and get it operating/running like it should have been from day one...
Now of course, the phone number(s) to get a hold of HTC...
I actually got two numbers from T-Mobile, but never had to use the second one... the first one I list is the first one I called and took care of everything with... the second one is for any of you who may (For whatever reason) run into an issue with the first number or can not get a hold of anyone, etc. The toll free numbers (For those inside the USA) are:
1st number: 888-356-2375
&
2nd number: 888-716-3594
EDIT: Here are some more phone numbers you all can use if you happen to be outside of the USA ( If you're country isn't listed, check HTC's website and choose your continent/country from the drop down menu at http://www.htc.com/us/support/hotline ):
HTC United Kingdom: 08458900079 - Mon - Fri 8:00 am - 6:00 pm
HTC Global Warranty Service: 44 1279 206906 - (Mon - Fri) 9:00 am - 12 pm (Sat)
HTC Customer Service Worldwide: 886-3-3753252
HTC Customer Service Canada: 866-449-8358
HTC Customer Service Australia: 1300-482-482 - (Mon - Sun) 8:00am - 8:00pm AEST
Good luck and feel free to post any questions/issues that arise before, during and/or after your replacement is issued.
Take care and have a great day everyone!
Just an FYI for people who didn't know already...
Since I bought my HTC Sensation earlier this year (Direct from T-Mobile phone sales the day it was released), I hadn't had even ONE FULL day of use out of it. Why? Well the first one, the power button was unresponsive and whenever it would work, the screen would turn off again before I could even drag the ring up to unlock the device (Which lead me to believe that the proximity sensor appeared to be defective as well).
Needless to say, I called up T-Mobile and notified them of these issues, and luckily (Since I was still in the buyer's remorse period), they sent me a brand new phone in a new sealed box (Instead of a refurb from the warehouse).
When this new one arrived, the proximity sensor issue seemed like it was fixed, but the power and volume buttons were still unresponsive 99% of the time. So I searched online for a fix, found some people with a similar issue claiming it was a software issue and that flashing certain ROMs fixed it, etc. While this may be true for some, it wasn't for me and for others. This of course, cemented my beliefs that it was in fact a hardware issue... at that point I pretty much gave up and went back to my G2x until the SGS II was released and got one (My current phone) to use as a daily driver.
I forgot about my Sensation all together (Until about 2 weeks ago). And just for the hell of it, tried to see if anyone sold an aftermarket rear clam shell (Not a cover, but the actual shell with the contacts for the antennas)... didn't have much luck there (Strike 1), so I stopped at a local T-Mobile reseller to see what the damage would be on a new one (Or if they had any official shells for it). Nope (Strike 2). However, after talking to one of the employees there and explaining my problem(s) with the phone and what lead me to believe that this was indeed a hardware related issue... Well, I don't think it was my luck, but a gift from the HTC gods above, that the same employee I was explaining these issues to, actually owned a Sensation for his personal use, which he had there with him. So he promptly said: "Let's swap out the rear shells and find out.", we proceeded to do so and as expected, my phone worked perfectly with his shell and his didn't work with mine. I had all the info I needed now...
So when I got home, I called up T-Mobile and tried to explain to them the issue. To which they bickered back and forth with me that they do not send out the shells, just the actual phone. And just getting a new phone to use with the [now second] defective clam shell I've received would not do me any good. After repeated attempts to explain this to the agent on the phone, I asked to speak with a manager. The manager understood perfectly and said something that shocked me. She said that HTC actually had a recall in place for this phone's rear shell for owners experiencing unresponsive volume and/or power buttons and that some users were even reporting the buttons falling out of the cover. She said there was nothing T-Mobile could do, but to get in touch with HTC and that this is a known issue for which they issued a recall for.
I ended up calling HTC and they ask for specific information you will need to provide them with if wanting a new shell... this information includes your phone's part number, serial number, IMEI, phone number and date of purchase/first use.
After this information is provided, you are given three ways to pick from to get the ball rolling... these are, one, pay for the new shell ($55.00 + S+H) and keep both the defective one and the new one, two, send my defective shell to them (I am responsible for paying S+H to get it to them; as well as a tracking number to have proof of delivery) and when they receive it, they will send out my new shell OR three, give them a credit card number to which they will charge $1.00 and release/refund after they get verification of the account. They will send out the new, replacement shell immediately and give you 14 days from the day you receive the new one to get them your defective shell at their door step (You are responsible for shipping and tracking once again) or they will charge the card on file the $55.00 for the cost of the new shell they sent you.
Although it does seem unfair that they are making the owners of the defective product pay for and be responsible for shipping, I decided to go with option three. Got my new shell and paid under $3.00 at my local post office to send back my defective shell with tracking. Then to make sure there would be no miscommunication or excuses for charging me $55.00, I called HTC and had them note my account with the tracking number, along with the date it was sent out.
I was surprised to see that this recall is not very widely known about, so hopefully you will all help me spread the word. It just isn't right for someone to pay $300-$400 for a phone that essentially becomes a paper weight unless they go through all of the uncompensated time to try and deal with multiple companies to get the issue(s) resolved. It was just extremely surprising to me that I hadn't seen many (If any at all) threads on the topic of this being a hardware related issue for a lot of people as well when I received 2 completely different Sensation phones from two completely different warehouses that essentially had the same exact issue(s). That was very bizzare.
Hopefully this post becomes a sticky and/or more wide-spread to let people know (Who were in a similar situation) that they are not crazy and they can fix there phone and get it operating/running like it should have been from day one...
Now of course, the phone number(s) to get a hold of HTC...
I actually got two numbers from T-Mobile, but never had to use the second one... the first one I list is the first one I called and took care of everything with... the second one is for any of you who may (For whatever reason) run into an issue with the first number or can not get a hold of anyone, etc. The toll free numbers (For those inside the USA) are:
1st number: 888-356-2375
&
2nd number: 888-716-3594
EDIT: Here are some more phone numbers you all can use if you happen to be outside of the USA ( If you're country isn't listed, check HTC's website and choose your continent/country from the drop down menu at http://www.htc.com/us/support/hotline ):
HTC United Kingdom: 08458900079 - Mon - Fri 8:00 am - 6:00 pm
HTC Global Warranty Service: 44 1279 206906 - (Mon - Fri) 9:00 am - 12 pm (Sat)
HTC Customer Service Worldwide: 886-3-3753252
HTC Customer Service Canada: 866-449-8358
HTC Customer Service Australia: 1300-482-482 - (Mon - Sun) 8:00am - 8:00pm AEST
Good luck and feel free to post any questions/issues that arise before, during and/or after your replacement is issued.
Take care and have a great day everyone!
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