[HD2 General] Lukasss:
Hi Guys,

Well, before I read about the suction cup trick I sent Mine HD2 off to the repair center. This has been a nightmare, service level is completely unsatisfactory. But let me start in the beginning.

So after brief exchange of e-mails and phone calls with my dealer I sent my HD2 off to be repaired. Actually, I logged on to a website specified by the dealer to log a repair-request. Funny sidenote: that website only works in IE, so people in Belgium using Ubuntu or Mac @ home are just out of luck I guess. I also logged a case with HTC at the same time, and after hearing my rant they promised to escalate the ticket and call me back Last week's Thursday. That -ofcourse- has not happened.

What usually happens after you log an order somewhere? You get a confirmation e-mail, right? Wrong. You don't get anything. No information about a courier, no time, date, NOTHING. The next day I called up my dealer (because the phone number of the repair center I got from the operator didn't work) and told him that I took the phone to work, that it was all packed an ready to go. He would try to switch the adresses with the courier/repair center. The courier showed up... @ MY HOUSE. During the day. I think they assume everybody just sits around at home, waiting for them to show up. Anyways, my friendly neighbour-lady called me at work, and I was able to make another appointment with the courier himself.

The next day I left my phone at my neighbours and went off to work. That was last week tuesday or wednesday. It supposed to be a 24h max delivery, but on Monday morning the package tracking application on the couriers website stated that the package didn't arrive yet. Still no call from the repair center or the dealer. I logged a complaint with the courier, and automagically my cellphone appeared. I did not know where my almost €600 phone was till Tuesday morning, and nobody gave a damn.

Today I mailed my dealer for status, and got a reply to call the repair center on the number he provided. (Shouldn't he be responsible for the estimated time of repair?). I called the repair center and got the following: phone arrived the 15th (so on friday last week), they had a look on Monday and now they were waiting for parts. What parts? Don't know. When would they arrive? Sometime next week, maybe the week after next. How long do I have to wait to get my phone back after the parts have arrived? Don't know. Mind you: NO e-mail has been sent telling me that the phone has arrived (I got one after I sent an angry e-mail to my dealer, but after the facts. It said it was an automatically generated message, but if the phone arrived on Friday, why send the autogenerated message on monday?), no e-mail has been sent to tell me that someone was taking a look, nor that they were waiting on parts. NO ETR was given what-so-ever.

So I got pissed off, and called HTC. They called the repair center. 10 minutes later I got an e-mail from the repair center stating what I already knew: no eta, parts not in stock, waiting. HTC called back after that, telling me the damage IS covered by warranty, but I have to wait at least two more weeks (till 3rd of February) for the parts.

So, still being pissed off, I thought about what my delaer said. My dealer said that he couldn't exchange the phone because he did not know if the damaged was covered by warranty. But it is now, and I had it in writing. So I forwarded the message to my dealer and got the following back (translated from Dutch):

Another funny fact is that the replacement device (HTC Hero) was delivered to me with an empty battery on a morning, just before work. Can you imagine getting a car from your dealer/mechanic on loan without anything in the tank? I think it's a terrible device, can't get use to it, and it's gets pretty slow during the day/after few hours. But that's not the issue, and I don't care about the Hero - if I wanted to use it, I would have bought it.

I sent another angry mail to HTC, telling them all this. Spot on the screen appeared on the 7th of January. Today, 13 days later, they are telling me I have to wait another 14 days, which makes a month. That means my HTC is gone for nearly as long as I had it. My dealer doesn't see a valid reason to give me a new HD2; customer satisfaction, service level and so on do not count apparently. NO feedback is being provided at all; it's always me who calls, asks, logs complaints and so on. Like I don't have a million better things to do.

I'm expecting an answer from HTC tomorrow, so I'll update the thread. I do not expect to hear anything from my dealer anymore.

By the way, for the fellow Belgian xda'ers:

Dealer:

NetIntro - GCV de Jonge

www.netintro.be

Repair center:

Eurotwice

www.eurotwice.be (only IE!)