[HTC One X] nooomoto:
Yeah I do live in Miami, and I did send it to the repair center in Texas. Although, I don't think it actually stays in Texas once it gets there. I gleaned from different conversations that the phone is actually sent somewhere else once it gets to Texas. Perhaps even a third party repair facility? Also of note, one the reps I spoke with did slip during my verbal bombardment and said that they are having an unusually high volume of incoming devices.

I also must say that it seems like something got screwed up somewhere and they actually lost my device for a while, and thats why it took so long, although I can't confirm this because the repair center doesn't seem to keen on responding to queries from the HTC customer service people. That being said, expect to be without your device for at least a month.

Regarding the $20, if they had told me about the fee at the beginning of all this, I probably would have just paid it. I just felt like I was being kicked in the teeth while laying on the floor when after a month of no answers and no accountability from anyone that they send me a letter telling me to pay them $20. I gave up trying to sound professional and courteous but firm. I called up angry. If there was someone in the room with me from HTC I probably would have hit them. So I called up and got Raymond and just ripped into him. One of my sentences was "Raymond, I spent $669 on a phone...and all I have to show for it is a bunch of apologies and a letter from HTC telling me to bend over and take it without any lube"

It only took about 5 minutes for him to ask "Ok, what is it that you want me to do?" I said..."Raymond, it's ****ed up that the only communication in the last month that I've had from HTC regarding any new information on the status of my phone is asking me for more money. I don't want to pay the fee" and it took him all of 1 minute to waive the fee.

In searching around the internet I'm seeing this same treatment on a lot of other forums. Hero, Sensation/XL, etc etc. HTC customer service sucks a massive ****, and while I love the device I won't be buying another HTC product after I'm done with the One X.

EDIT: A funny sidenote. About an hour after I got off the phone with Raymond and told his supervisor Kristen (or Kirsten?) that Raymond is the only person there actually doing his job, I got a call. It was Juan! Juan is the guy who has done nothing but tell me "I don't know" for the entire month of May. He also told me that there is no one else where he is to speak to, and I'd have to call corporate. So anyway, Juan calls up and says "Oh hey Eric, it's Juan from HTC. I was just calling to let you know that your device has entered the repair stage and we've gone ahead and taken care of the $20 fee for you" Hahahhahaha I was like "Ok Juan, that's great! Thanks for the help!"

I immediately hung up and called back and asked for Kristen, the tier 2 supervisor and told her that Juan is trying to take credit for Raymond's work. That cocksucker called me up and acted like he had done all the **** for me that Raymond had just done, not realizing that I actually called Raymond and had already been aware of the new developments. I hate people like Juan. Backstabbing ****bag.

What a pompous asshole, calling me up acting like he went out of his way to help me, when all he did was open my RMA file, see the changes and didn't notice that I've already talked to people there that day. What a ****!