[HTC One X] Zulake:
Hi there, here follows the story I have experienced with HTC-NL and the horrible progress of "repairing" my phone. Bigoliver (the OP of the famous WiFi-issue topic) told me it was a good idea to place it here for everyone to see, as mentioned here and here.

Around the 30th of May I called Hi (my carrier) because I experienced the WiFi issue we all are aware of over here. By that time the issue wasn't widely known yet, though. They arranged a pickup with me at the 2nd of June. They hired Smartcare to do the job, as stated in the contract with my carrier. The service is called "Hi SmartCare".

However, I found myself to be able to reschedule the appointment 1 day forward to the 1st of June. This wasn't a problem. At the 1st of June, the doorbell rang and the guy from Smartcare stood at my door.

He took my phone, we wrote down all the stuff such as the agreement, signed it, etc.

Fine, phone got taken away and I got a temporary device for the meantime. A HTC Desire S. Also part of the service agreement.

After around 2 weeks or so, I became curious as to what was taking so long. Because in the terms of condition, there is a sentence which goes as follows: "You will have your phone back within a week. In rare conditions, this may take up to a maximum of 15 (working)days." (See screenshots below)

I rung the guys at Hi, and they told me they didn't know much yet. However, the friendly lady on the other side of the line told me that if it were to take too long (let's say more then a month or so) I could surely call again and we would look at a solution together.

Unfortunately, that nice lady must have been fired or whatever, because all calls I made thereafter always returned the same kind of answer: "I understand your trouble Sir, but I am afraid I cannot help you in any way".

Of course, that didn't satisfy me. I rung them again a couple of days later, only to hear the same bull****. This went on for a week or so.

I then decided to bring a visit to the retail store where I signed the contract with my carrier and got my phone from. They told me they could do even less then the servicedesk I called numerous times, as they weren't allowed to do so.

Anyway, in the meantime it was already around the 16th. And still no phone. Calling, calling and more calling.

Hi was as obnoxious as ever, still telling me the same bull****. I pointed them at their own terms and conditions, but they backfired with a 'force majeure'.

Utter bull****, if you ask me. It's kinda standard policy that all HTC devices are forwarded to HTC instead of being repaired at the servicecenters of carriers themself.

A couple of days later, it was the 21st. All deadlines were almost voided. I rung again, but to no avail. I also revisited the store, where I filed an official complaint about the horrible service I experienced.

Currently, it's the 25th and the phone is still "In repair at HTC". All deadlines have been exceeded aswell.

The guy on the phone told me a couple of days ago the repair would still take a week from the moment we were speaking, and after that week it would finally be send back to me. The phone was, to my surprise, being located in Belgium. Belgium? What the hell is my phone doing in Belgium? Oh well, as long as it gets repaired, who cares.

I then rung HTC themselves. The nice lady on the other side of the line could find my phone in their system and told me the motherboard and battery had been swapped. There were, however, no more details at all. No dates either.

So, I've been waiting for about 25 days now, and still got nothing. Of course I'm very angry at them now, which is being empowered due to the fact of the horrible service and the idiots who are repeating the same sentence "that I have to wait till it gets back.... someday" over and over.

Finally, a couple of screenshots:

The first one:

I will do a raw translation of the highlighted sentence (the most important bit):

"In most cases your device will be returned to you within a week. In rare cases this may take up to a maximum of 15 days."

The second screenshot:

I will translate it, it's the progress on the repair:

SmartCare aanmelding. - Smartcare appointment/announcement of repair

Afspraak op locatie gemaakt. - Appointmade made for pickup of the phone

Servicemonteur is op locatie - Service technician is at location of appointment

Reparatie wordt voortgezet bij reparateur - Repair in progress at service technician

Ontvangen bij reparateur (doorlooptijd 1-2 werkdagen). - Recieved at service technician (takes about 1-2 working days)

Reparatie doorgezonden naar fabrikant (doorlooptijd 2-3 weken). - Phone forwarded to manufacturer (HTC) (Takes about 2-3 weeks)

Servicemonteur voert reparatie uit op locatie - Service technician attempts to repair at customer's house (which failed, of course)

Onderweg naar de winkel of klant (2-3 werkdagen). - Phone on it's way to store or customer (takes about 2-3 working days)

Ligt gereed in winkel/wordt aangeboden bij klant. - Phone is ready for pickup/is being delivered at customer

Order is afgesloten. - Order finished and closed

The service technician has been at your place for the first time at the 1st of June between 10:42 and 13:25.

As you can see, they promise a maximum duration of 15 (working) days. They took longer then 15 days.

Secondly, the second screenshot mentions 2-3 weeks. Even though I don't care about those weeks, as those 15 days from before weigh heavier as far as I know.

Both of them have been exceeded, and it's still on "repairing", so they will never be able to make it on time within the term they promised to me.

So far, I've gotten nowhere after about 20 calls with HTC, Hi, and by visiting the store twice where I even filed an official complaint.

You might have wondered by now why I haven't called SmartCare themselves yet. Well, there is a simple reason to that: You can't! They don't have a public number you can dial. There is, however, one hidden number. But if you dare dialing it as a mere customer, they will get angry at you, yell at you and then hang up. Because you're a stupid customer and not a company. That's why.

Well, long story, and the morale of it is that I haven't gotten further even 1 percent. Except for being more angry with each day that passes by...

I might have missed some details, but I think everything is quite clear by now.