[G2 and Desire Z Q&A, Help & Troubleshooting] adramelch:
Hi everyone,

So I have to share my horror story with you all for you to understand how customers can be royally messed with.

This is not a "get back at them" thread but mostly a place where we can post our stories with issues we had and where I can direct you to a Facebook page where everyone can go make their stories public and so we can make them increase their standards of customer service and warranty.

So here is my story with HTC:

N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.

So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the receipt.

So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).

In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.

I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).

I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense but just another way of licking up customers with their companies.

I called HTC USA (as HTC doesn't have any offices in Canada) and fought for an hour until they transferred me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.

I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it rebooted every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.

Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?

Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!

So here it is, the facebook page where all of you should post your stories:

http://www.facebook.com/pages/HTC-Ce...751052?sk=wall

If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!

Thank you and sorry for the long post.

Show some support and share your stories, the more posts there are, the more likely they are to help us.