One day, my 7 month old HTC one prime phone’s backlight started to go. It flickered a little when touching the screen, and finally went. Whilst waiting to send it to HTC UK for repair, and not being used, the battery died . I sent it back.
Soon after, they had reached a conclusion. The diagnosis was a list of 20 or more parts, in fact every single part to make a new phone, and a bill for approximately what i paid to buy it. It said that the damage wasnt covered by the warranty. Did they realise it was almost new ? .
I was amazed. What kind of diagnosis was this, that wrote it off with no explanation, and effectively blamed me??
They must list some parts, but all is the most unspecific choice.
If you didnt want to fix it, theres no better way to frame blame me without any justification.
This was the start of many calls, messages, e-mails and tweets to get nowhere fast.
Initially, it seemed there was no diagnosis, just more explanation that amounted to damage internally not guaranteed.
Finally, after weeks, and my repair being case ‘escalated ‘ they said liquid damage, observed on external inspection. This was crazy.
I had it sent back, without paying for ‘repair’.
It was immaculate still, but with the back hanging off and screws missing.
It had had the back taken off, and very little else in terms of taking it apart, obvious from the fact tape hadn’t been touched much that needed removing to strip it further.. They hadnt a clue what was wrong and hadnt bothered to look very far, finally realising liquid damage was a nice reason to use for not doing so, when pushed by me at a later date……….
It doesnt add up in so many ways…….
After taking the back off and taking a photo of the inside for the repair file(which is standard procedure for repair jobs with them it seems), they possibly did no more or may have tried to power it up by bypassing the battery, finding that nothing appears on the screen too, decided anything ould be broken, and to find out wat would be a nightmare of swapping many parts potentially. So they wrote it off. And they blamed me despite knowing why. Then because i kept challenging their non-diagnosis, they were finally forced to fit one to the situation, and liquid damage was a good reason that they perhaps know works on most people and can fit a write off scenario. Check mate, perhaps , but only then was I told that this was as far as i could go. The case had been escalated, twice and referred to seniors and now, after many many explanations, none amounting to more than typical explain and sound confident and nothing can seem like something to the public, yet, im not, ive been a programmer for 30 years, i hear it all the time. Anyway, now, and only now, im told liquid damage and its the end of the line, so i must decide to pay for a new phone or have it returned or let them dispose of it. Now they offer 15% off another phone, or free return unfixed, rather than just under 30pounds before. So, i have a reason, i am not getting further, and, i have incentive too, decide now. This ‘final stage’ of support gives me a diagnosis that is supposedly the diagnosis in the first place, its just been explained now, apparently is the case they can only really be making, without saying it. Otherwise, nothing makes sense, which it now doesnt anyway. Liquid damage observed from an external inspection? It didnt even require opening it was that obvious? Id like to know how it took so long to explain something they absolutely must have known before taking it apart. As once apart, the case is a shell with holes that cannot display liquid damage, so, that leaves the usb port and card drawers and the screen. The port and card slots and screen are now being internally inspected, so, to suggest these mens before opening, and the cover cannot yield anything whilst open as it can’t be damaged or show signs alone. So, this diagnosis was after stripping a little, etc and putting together, which is preposterous, or before opening, and so why not mentioned earlier? It is impossible to argue anything other than liquid damage observed before opening, in card slots s or usb port or under screen….or a logic bombshell unwinds, that i wont go into further. The diagnosis was just a problem of miscommunication that i should have heard way before is all they can argue.
This is the beginning of the end…..
(to be explained further)
I have been a supporter & fan of HTC since they made phones for others, when they seemed to always be ahead of the game, after falling in love with my old Orange SPV C500 Smartphone, before smartphones were a thing, and so I have been through all of these HTC phones to date:-
O2 XDA II (HTC) 2003
Orange SPV C500 (HTC) 2004
HTC Wildfire 2010
HTC One S 2012
HTC One M7 2013
HTC One M8 2015
HTC One M9 Prime 2016
I really liked my M8, but when it was stolen I had to buy the M9 Prime rather than buy the latest HTC again, the HTC 10, which was a shame as it felt like id finally swapped my phone for something half the price, but i was broke at the time, and it was half a HTC 10’s price.
Within 6 months, this phone had broken, my 1st HTC to ever break.
One day my HTC M9 screen backlight failed, making it almost impossible to see anything on the screen or use the phone. It came back but would flicker on and off if the phone was tapped, and went again a day later. As i was preparing to send it to HTC, it was unused for a couple of weeks. When i went to send it, the phone appeared as if the battery was dead. It appeared to have no power at all, and was impossible to charge. I sent it off, under its 1 year guarantee still.