[HTC One X] PurpleRob:
03/08 - I came home last night after work to find a UPS ticket on my door mat. It states "left out front behind bins". There was no package there (I have my bins collected on Fridays), so I rang UPS this morning and they stated it was picked up on Thursday from regenesis and they think it might be a phone. They told me to contact HTC, so I Don't actually know for sure what it was!

27/07 I told HTC that I would be contacting my solicitor but I needed a copy of all the conversations as you can only see the last three on the website, this is their reply..

To get a copy of all the contacts you have had with us (Phone/Email/IM Chat) you need to write to our head office and ask for a subject access request. For this there will be a administration fee of £10.

HTC Europe Head Office

Wellington Street

Slough

Berkshire

SL1 1YP

OK I have read the limited warranty that you sent me and am a little confused! Could you please point out the clause which states that if HTC loses the customers new phone by employing incompetent couriers. Their only obligation is to replace it with a reconditioned phone? Or as indeed I am sure the warranty is not applicable in this eventuality.

I have just sent my complaint to the TV programme Watchdog, as I am not confident that HTC will resolve my problem. I take it as an insult for you to suggest that the company, where I bought my phone from, replace it with a brand new one if that's what I want. Why should they? Or would they? They didn't lose it and I'm sure they are in the habit of sending out new phones to customers because theirs is lost and the customer asked them nicely!

25/07 aaaaaaaaaaaaaaaaaaaaaaah..... now I have that out the way the latest installment and my reply.

I understand that you wish to have a brand new boxed device from us. We are unable to provide this under your warranty agreement with us. We can offer a replacement device in an as new condition custom made in our repair centre. We cannot provide you with your original packaging box as this would have been disposed of in the repair centre, as they do not keep the packaging that is sent in. I understand that you may be frustrated with this and please accept my apologies for the inconvenience, this is what we are able to offer you under your warranty agreement with us. If you require a brand new device you will need to take this up with the retailer you purchased the phone with. For any more information regarding your warranty with us, please can you follow the link below; http://www.htc.com/www/help/warranty-statement/

I am aware of what can and cannot be done but this is not an ordinary claim under the warranty T's and C's. This should be a special occasion as let me recap, I was having my phone repaired under the warranty. I accepted having to wait 2 weeks to get it repaired and I accepted having to buy another phone whilst it was being repaired. Then UPS delivered my phone to an undisclosed address (not mine) even after I told them I would collect it in person and hence my phone is now lost/stolen. I will NOT accept that you will not replace my new phone with a new phone. It is not my fault or yours that it was stolen but HTC chose to use an unreliable courier. I don't understand your reluctance to do the right thing, what happened to the customer is always right. HTC are not losing out on it you send me a new phone and claim it back from UPS as they have lost it. I would like this now to be escalated as I am getting nowhere.

My reply to the below response from HTC

OK you are missing the point entirely, you obviously don't know the difference between NEW and REFURBISHED. You have stated it will be built with new or as new parts, as new means not new I.e. second hand. If you intend to build me a custom new phone then do so using all quality tested NEW parts not using as new parts. I will be happy accepting that but I would want a guarantee that is the case, another full warrantee on the phone or else do not bother sending me a second hand refurbished phone, as I will be expecting a new phone to replace my new phone. If this is beyond what you are able to authorise then I want the contact details of someone that can do this. Also please confirm it will be sent in another one x box as well because as stated UPS lost my original packaging as well.

Regards

Update 24/07...

We do not sell refurbished devices. If we need to replace a device we custom build the device from quality tested parts, so they will be new or as new. This means that the devices should be more reliable that a factory built device

Another installment of the Rob v HTC saga, see below response from HTC and my reply...

Hi Robert, As the device has been lost by UPS we have to allow them up to 8 working days to find the package. If they cannot find your device the replacement device we would send you would not be second hand. It would be a custom device built in the repair centre.

Thank you for getting back to me. They told me refurbished, forgive me if I am wrong but my understanding of refurbished is that a faulty device is sent back and the company fixes the fault tests it and sends it back out for resale at a massively reduced price like on the apple website. So you are saying that at the service centre they have all the BRAND NEW PARTS to build me a new phone and nothing on the phone will be second hand? As I said before I paid £489 for a brand new phone and not a massively reduced price of a refurbished phone. Also I take it that it will be boxed? as UPS lost my original box as well.

I think its just more bull**** from HTC