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315 posts

Ultimate Geek
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Topic # 103325 4-Jun-2012 16:09 Send private message

Hi guys,

Apologies in advance for the long post - the situation is kind of a long story.

Just looking for a bit of advice here. I bought an HTC Nexus One from hitechmobiles.co.nz last year. It had intermittant issues with the digitiser, and a few months ago they started becoming more frequent.

I sent it in to mobilefone rescue (the warranty centre for HTC in NZ) and it was send back saying no fault found. I used it for a few days and found the fault still persisted so I sent it back. It was swapped out with a replacement unit. The replacement unit had a dead pixel, so I sent that one back and it was replaced again.

Now here's the awkward part (for them). I was contacted by the manager saying that my phone was originally an import and shouldnt have actually been swapped out by them at all, and would need to go through the original place of purchase. They said I can either send back the replacement phone and they can send me my original one back, or I can keep the current one but the warranty on it will effectively be void.

Being that I'm such a super nice guy (and considering my luck with the warranty faults so far) I sent it back to them and got my original one back, and sent it to hitechmobiles for a warranty claim. I found them to be extremely unprofessional and frustrating to deal with. They said they would contact me, but never followed through, multiple times. The only information I got from them about the job status was from me calling and asking. Eventually the phone was swapped out and sent back to me.

However, the swapped out phone was in less than great condition, there was dirt in the usb port and headphone jack, and some around the edges of the screen. The part that concerned me the most however was that the bootloader was unlocked and it had been rooted. Now if this was a swapout from HTC there is no way this could have happened. What it appears to be is that they had a second hand phone just lying around and just sent it to me. The phone came back with no paperwork, no job sheet or any reference at all.

I have emailed them multiple times with no reply. I have called and been told someone would get back to me, however no one has called.

So I contacted HTC directly. After a few emails back and forward, they advised me to send it in to their warranty centre in Taiwan for assessment. If the fault was caused by user damage the warranty would be void and I would be liable for repair charges. I am still in the process of clarifying this with them as I don't think they understand the situation in it's entirity as this is not quite what I had asked them. Of course if it was sent in they would find the warranty to be void, because the unit that I have been sent as a swapout does not have a valid warranty (due to the rooting but also the warranty void sticker has been removed)

I contacted hitechmobiles again, and finally got a reply. They just said "please send it back to us so we can have a look at it".


So I guess this is what I'm asking advice about - Do I send it back to them? Can I trust them or would they just do another dodgy swapout? What do you think my chances of a successful outcome with HTC are?


Sorry for the long post, thanks to those who read it. I would appreciate any advice anyone can offer.

Cheers

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  Reply # 635512 4-Jun-2012 16:24 Send private message

You need to send it back to them. You need to include a letter which states that the unit you have been sent was dirty, obviously second hand and rooted and custom ROM installed PRIOR to you ever having it. Respectfully and firmly request a new or new equivalent device and see what happens.

Keep a copy of the letter, and take photos as proof (Next to a newspaper for date verification) so that if it all turns to custard you have some comeback.

Let them have another go and getting it right.

Be POLITE and state only facts in your letter.





315 posts

Ultimate Geek
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  Reply # 635518 4-Jun-2012 16:30 Send private message

Thanks for the reply. I was thinking of doing this, I was just hesitant as they have given me no reason to think they can be trusted. I might wait another day and see if I get a reply from HTC, and if not I'll send it back to hitechmobiles.

Just out of interest, has anyone else here ever dealt with them? If so, what was your impression?

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  Reply # 635519 4-Jun-2012 16:32 Send private message

I've never dealt with them. Forget HTC, they are under no obligation to help you and I think they are going to struggle to understand the issue and even if they do, the chances of getting a resolution to your issue the way you want it is unlikely I would imagine, unless you can find a NZ office or person in this part of the world to assist you.

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  Reply # 635534 4-Jun-2012 16:46 Send private message

HTC will not understand that this is a replacement and your phone is already returned to the original retailer.

They will probablyt look at the (replacement) phone and see it's been changed from the original state and simply say "too bad". Not their fault really, and your retailer should be the one working to get this fixed. And quite correctly, because that's not the phone with the original problem.






315 posts

Ultimate Geek
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  Reply # 635713 4-Jun-2012 22:46 Send private message

I figured that might be the case. I only contacted HTC in the hopes that they might have some kind of escalation process, however it does seem to be a bit difficult to get them to understand exactly what's happened. The replies I've been getting are in somewhat broken English so I think it must be an offshore customer service centre.



I will do as suggested and send it back to hitechmobiles (despite their apparent lack of credibility ) again after documenting everything and taking photos etc. Thanks to both of you for your advice.

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  Reply # 635716 4-Jun-2012 22:52 Send private message

uglyb0b: I figured that might be the case. I only contacted HTC in the hopes that they might have some kind of escalation process, however it does seem to be a bit difficult to get them to understand exactly what's happened. The replies I've been getting are in somewhat broken English so I think it must be an offshore customer service centre.



I will do as suggested and send it back to hitechmobiles (despite their apparent lack of credibility ) again after documenting everything and taking photos etc. Thanks to both of you for your advice.


Possibily , but I get broken english from NZ based people in NZ companies too. You need to go to the consumer website, and they have 'letters that get results', which you can use as a template.

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  Reply # 635721 4-Jun-2012 23:04 Send private message

Make sure you send it in a signature required courier pack. I had a similar issue over a modem with another company and despite track and trace showing delivery I had overlooked sending it with signature required. Courier company said it was definitely delivered but they said they never got it. Don't take that risk. 



315 posts

Ultimate Geek
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  Reply # 644263 21-Jun-2012 13:54 Send private message

Just an update on this. I sent the phone back to them and it was received and signed for on the 7th. I emailed them a week later and was told "it is still under inspection, we will let you know when we have finished the inspection".

Another week later and I still haven't heard anything. Is this reasonable? Does anyone have any suggestions? For the record I have never received any information from them without having to ask for it. The only emails I have had from them have been prompted by me emailing them first.

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  Reply # 644271 21-Jun-2012 14:29 Send private message

Might be time to become the squeaky wheel.

Are they in NZ? They do have to abide by the CGA, and that mentions timely resolution for a repair/replacement or a refund.

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  Reply # 644285 21-Jun-2012 14:56 Send private message

trig42: Might be time to become the squeaky wheel.

Are they in NZ? They do have to abide by the CGA, and that mentions timely resolution for a repair/replacement or a refund.


time to contact fair go...

i think the company is based in Hamilton.







315 posts

Ultimate Geek
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  Reply # 644361 21-Jun-2012 16:47 Send private message

They are in NZ, the store I'm dealing with is in Auckland but I think they have a Hamilton store too.

I'll send them another email and see what happens I guess. If I still don't get a response I might have to take it further.



315 posts

Ultimate Geek
+1 received by user: 12


  Reply # 644746 22-Jun-2012 13:44 Send private message

I emailed them yesterday telling them that this has been going on for far too long, and politely requesting a refund. I have just received a reply saying "thank you for your patience, your phone has been fixed and will be sent out on monday".

They have clearly completely ignored the content of my email. Should I just wait for the "fixed" phone, or should I follow up with my refund request?

When they say it has been fixed, I am concerned that they have just reset the same second hand phone they sent me and are sending it back.



315 posts

Ultimate Geek
+1 received by user: 12


  Reply # 658207 19-Jul-2012 09:47 Send private message

Just an update on this. After they emailed me saying the phone was fixed and was being sent out, I replied to them saying that I specifically asked for a new replacement phone or a refund, as they are unable to provide a satisfactory repair. The guy I spoke to said he would check to see if that model was still available for them to order, and if not they will refund it.

After a few days I was advised to send back the box with accessories and they will process the refund. I sent it on an overnight courier and checked the courier post website the next day and saw that it had been delivered and signed for. I emailed them asking when to expect the refund. They said it was being processed by their accounts department.

This entire time (a few days short of a month) I have been emailing them requesting an update, and kept getting ignored. I then left it for about 2 weeks and then emailed them again saying this was taking far too long and requesting someone to get back to me. No one got back to me, however a few days later the refund turned up in my bank account.

So, long story short, I was able to get it refunded, but it was not easy and would probably not have happened if I had just left them to arrange it themselves. A word of warning to anyone who is considering buying something from hitechmobiles.co.nz - Don't.

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