HTC's repair service featured on Watchdog

[pctech]

http://www.bbc.co.uk/iplayer/episode/b015p7rv/Watchdog_06_10_2011/

[Steve]

From about 42mins onwards.

[pctech]

Yes.

[Simon]

A small minority, but still isn't good.  Hopefully things will improve now.

[Lance]

It was interesting that someone else had the exact same problem as my wife which was the phone being returned with no battery.

[Simon]

I'm just surprised at the number of phones that seem to be having to be returned.  Surely, though, this should be the job of the retailer, or whoever the contract is with, not the customer?

[Lance]

It's the first time we've ever had to return a phone for repair. To be fair, the phone was picked up, fixed and returned within 7 working days. Getting a new battery took three weeks. A second one come through a week after that and then a day later a new 16gb memory card arrived as compensation.

[Simon]

That wasn't a bad outcome then. 

[pctech]

Had a problem some years ago with a Nokia handset and was directed back to Nokia.

[Lance]

Fortunately she was able to use my old 3GS when her desire was batteryless, which saved it being used as a iPod touch which it normally is!

Never had a problem with any of our Nokia phones over the last 12 years or so.

[Technical Ben]

It was interesting that someone else had the exact same problem as my wife which was the phone being returned with no battery.

Ohhhh. I think I got a specific request to send my old phone (other brand) without a battery. It might be standard practice. So somewhere, someone in Samsung forgot to put the note on the returns policy! 

[Lance]

HTC told me they when I kept chasing up the battery that they have now changed their policy so batteries and back covers are kept by the customer so the problem can't occur anymore.

[Glenn]

It took them 4 or 5 weeks with the status as 'waiting for parts', for them to tell me that the phone was water damaged and not under warranty, to my knowledge, that phone had never got wet.