[HTC One X] djdetox:
HTC Repair Centre Experience

Bit of an essay this but having just been through the Wifi repair process with HTC I thought I’d share my experience:

15/05/2012 – purchased Vodafone branded phone. Not quite got the balls to root just yet so still branded! Excellent Wifi reception.

20/07/2012 – Wifi reception deteriorates from ~-60dBm to ~-90dBm when > 3m from router although rarely drops off completely in my (admittedly quite small) flat. Using Wifi Analyzer and the squeeze test wifi reception increases to ~-60dBm anywhere in the flat.

13/08/2012 – reluctantly decide to send phone off for repair. Opt to go directly through HTC. Reset to factory settings, removed sim, put in original box and shipped via UPS.

14/08/2012 (Working Day 1) – phone received by HTC. Status on HTC tracking service changes to ‘In Repair’. I am advised the repair process usually takes 5 – 7 working days.

20/08/2012 (WD5) – status still showing ‘In Repair’. Daily calls to HTC do not yield much information, but one operator stated that a ‘reinforcement of the antennae area’ was the likely fix.

22/08/2012 AM (WD7) – status changes to ‘Repair Complete’.

22/08/2012 PM (WD7) – status changes back to ‘In Repair’. On calling HTC I am advised that the second ‘In Repair’ status actually means In Testing. Now advised that repair process can take up to 10 working days.

28/08/2012 (WD10) – 10th working day and status still ‘In Repair’. Call HTC and incident is escalated internally.

29/08/2012 (WD11) – status changes back to ‘Awaiting Device’ (as it was before I had originally shipped it). I am advised that this means the device has completed testing and is now awaiting shipment.

30/08/2012 (WD12) – Device shipped via UPS for same day delivery and received in the afternoon. Same firmware, new IMEI number.

30/08/2012 – Wifi problem persists. Gutted! Squeeze test boosts signal from -90dBm to -60dBm. Old HTC Legend consistently gets -60dBm when next to HOX. Call HTC to find out what work had been done and how this had got through testing to be informed that the ‘main board has been replaced’. No work done to Wifi antennae. HTC are very apologetic and book it in for repair. They assure me that this time it will definitely take 5 – 7 working days as no parts will need to be ordered in.

03/09/2012 – UPS collects phone.

04/09/2012 (WD1) – HTC tracking service changes to ‘Device Received’.

07/09/2012 (WD4) – Status changes to ‘Repair Complete’ and a UPS delivery ticket is created. I am told by HTC that 5 parts have been replaced all relating to the Wifi antennae.

10/09/2012 (WD5) – Phone delivered by UPS, Wifi issue appears to be fully resolved. ~-60dBm anywhere in the flat, with the phone in any orientation. Everything else seems OK - no marks anywhere on the phone, GPS / radio is working fine, all seems good. I did notice that the battery seemed to take a long time to charge up yesterday though (as it did when the phone was new), and wondered if as the main board was new if it was treating the charging process as an initial charge?

It was frustrating having to send the phone off twice especially as the first time took over two weeks. If I had just had the experience I had the second time I sent it off I would’ve been pleased with the whole process.

Anyway, problem is now resolved and I have the phone back, so all is good. (Except for the loss of my Robotek progress – devastated!)