HTC Fail - Damaged in shipping

Django x2

Django x2

Django x2

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Well, I never thought I would have to do this, but so glad I did!!

My HTC was dropped a month or so ago onto carpet. Nothing was wrong with the phone, I thought, but then I realised I had no signal. Nothing I tried worked, so I had to assume that something internal had gone pop. I rang HTC who agreed a repair and asked me to list the damage to the phone. I said, light scratches to front glass and some marks on the rear, nothing major.

Anyway, I got the quote through, and it was for £140, or £40 for them just to return it to me with no work done. The quote didn't make a lot of sense, full of acronyms, etc which didn't mean a lot. Anyway, a few days passed and today, on my desk, was my phone, in it's original packaging (that I sent it back to HTC in). I opened it up, and the screen is cracked, along with a picture of a cracked screen. I have to assume therefore that it was broken in transit.

I rang HTC to ask, firstly, why the phone had been returned as I hadn't authorised the repair. The guy said he didn't know, but that it was received with a broken screen. I told him it wasn't broken when I sent it to them. He then said "prove it", basically, and that in order to get UPS to pay out for the damage in transit, I had to provide them with a picture of the device, before it was sent to them.....

Say wha.......!!!

Good job I took one before I packaged it up, but really, what does that prove? A) I borrowed someone else's HOX, or B) I found a photo from a year ago....

Lets wait and see what happens!!!
 
do you think they have quoted too much? would have been much cheaper if you didnt say light scratches to front glass and some marks on the rear as they're really not damages because its just wear and tears.

Your phone is it out of warranty or something, otherwise it seems HTC has bad customer services.
 
HTC are crap. Just sent my phone off for repair and they sent it back saying there was no faults.. Annoyed isn't even the word, 7 days without a phone and nothing resolved. Will stick with apple in future, at least they are amazing with repairs.
 
metachi said:
do you think they have quoted too much? would have been much cheaper if you didnt say light scratches to front glass and some marks on the rear as they're really not damages because its just wear and tears.

Your phone is it out of warranty or something, otherwise it seems HTC has bad customer services.
Click to expand...

Warranty wouldn't cover damage caused by dropping anyway
 
I have a habit of filming boxing/unboxing stuff just incase any problems arise.

just make sure you do the filming in the post office if your sending something! film the item and then you sealing the box and keep filming until the guy gives you your receipt.

it may come across as weird but it's the only sure way to protect your ass, make sure you get clear views of the serial numbers if your selling stuff on ebay!
 
arknor said:
I have a habit of filming boxing/unboxing stuff just incase any problems arise.

just make sure you do the filming in the post office if your sending something! film the item and then you sealing the box and keep filming until the guy gives you your receipt.

it may come across as weird but it's the only sure way to protect your ass, make sure you get clear views of the serial numbers if your selling stuff on ebay!
Click to expand...

That would be quite awkward. Just take photos making sure that you don't edit them so the exif stays intact.

A few of the phone from all angles and one of the serial number.

Simple.

It's not a police handled forensic investigation, it doesn't have to be elaborate, just exif data showing time and date of the photos along with the packaging being used.
 
that doesn't prove it wasn't damaged before it left your hands though it just proved you took some photos at XXX time and only really covers you if the guy tries to swap whatever your selling for a damaged one.
 
To counter the bad HTC service my Desire Z broke a couple years ago, just crashed and then wouldn't boot no matter what I did. Popped off an RMA, sent it off and received it back a week later with a new front panel (think they had replaced the board, but in doing so it meant a new screen etc). Was very easy and no hassle. However I did take a picture just in case. Its a shame nowadays you have to do it to prove yourself as they just can't trust people anymore but I guess that is the world we live in.
 
Why wouldn't it? You take the photos before packaging, post shortly after and on the proof of postage receipt is the date and time of sending.

So you have pictures of it before packing, pictures of it in packing, pictures of the receipt confirming the same time and dates of the other pictures.

That's all they ever want in terms of proof from my experience.
 
it depends who you are dealing with and how much proof they want.

manufactures generally require very little whilst paypal , ebay etc are proper ***** sometime.
  1. I could easily take a photo of the item .
  2. take a photo of the item inside the box.
  3. drop the box on the way to the post office
  4. take a photo of the proof of postage
it does not proof the damage was not caused by me and I doubt your photos would be irrefutable proof that the damage was caused by the courier or the person at the other end.
it's also not proof you didn't swap the item for a different broken one
 
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