HTC & T-Mobile problems - advice needed

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Topic started by Titter Ye Not (mistermonkey)

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A topic from Technology: Mobile Phones

mistermonkeyMon 11/10/10 20:52

I've been wondering where to turn for advice, and today I thought of you lovely lot.

Right, I'm trying to help my daughter but we're both hitting a brick wall.

Sarah is nine months into an 18-month contract with T-Mobile. Her handset is a HTC HD2. Six months into the contract, she noticed that her phone wasn't charging properly, and sometimes not at all. Upon examination she found that she had to balance it in silly positions in order for the charger to work.

She tried using her Mum's charger, which has the same USB connection. It didn't work, indicating that the fault lay in the phone not the charger (which worked perfectly for her Mum's phone).

She sent the handset away for repair, and they sent it back unrepaired, claiming it to be irreparable. (On the paperwork that was returned with the phone, they had ticked a box to this effect.) This seemed to be all they wanted to say on the matter. They didn't offer to send a new replacement and they had no other suggestions. In addition to this, her phone was returned to her with visible, considerable damage to the casing, and the camera lens had been dislodged somehow.

I accompanied Sarah to the T-Mobile shop to see if we could make any progress. After some discussion, they gave us a form to fill in detailing the problem. We handed the completed form to them and they said they would get back to us about what could be done about both the original problem and the damage caused by the repair team. We never heard from them.

Sarah contacted HTC and explained everything to them. They said that a repair was perfectly possible, and that T-Mobile were avoiding it because it cost too much.

Today, Sarah has been in touch with T-Mobile again. They are now denying ever saying that the handset was irreparable (but she has it in writing anyway that they did say this). Today they said that a repair may be possible, but it may incur a charge on Sarah's part, since this damage is apparently not covered by the warranty. They haven't indicated how much the charge will be.

Personally I think they should offer to pay for it anyway, as a goodwill gesture, because for the last three months she has been paying £50 per month for an expensive phone that she can't use. I would have hoped they might want to give her a reason for not dumping T-Mobile when her contract ends, which is what she fully intends to do at the moment.

Any suggestions, anyone?

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