[Nexus One General] pixlgeek:
Ahoy XDA'ers,

I just wanted to document my recent experience with HTC tech support and how refreshing it was.

Now, as a frustrated iPhone jailbreaker I knew instantly that Apple would never have even touched my iPhone had they known I had jailbroken it.

So you can guess I was pretty excited to get my N1 when it was first released. Immediately out of the box I unlocked, rooted, and installed a custom ROM (CM FTW). Bluetooth, WiFi, everything was working great. About a week into using the phone I realized my Bluetooth had stopped working. Thinking it was something I had inadvertently done to the software, I tried reflashing everything back to stock install. Even using my initial nandroid backup. But to no avail and on the recommendation of this forum I contacted HTC with my issue.

When I spoke with HTC I was completely honest about what I had done to the phone. I explained to the tech everything I had tried to to, flash the rom, etc. I told him that I had looked at logcat and that Bluetooth was simply not responding and timing out. I guess I was lucky to get a tech that new a bit about the Android OS. He said that he could see that I had done the work to diagnose the issue and that even though I had rooted/unlocked the phone Google and HTC appreciated people like us.

Now, my one stipulation was that I have a custom engraving on my phone and really didn't want to lose that. I liked having a true first gen engraved phone. He assured me that if they had to replace the entire phone they would call me before doing anything. So I rest assured that my N1 would be safe.

After getting off the phone with the tech I receive an email from HTC and FedEx with an overnight shipping label. I print out the label, throw the phone in a padded box and ship it off to HTC. I still have not payed a dime.

The next morning I receive an email from HTC saying they received my phone. The email contained a work order number and a website to check the status of my repair. This was a great feature I never experienced with Apple or any other company for that matter.

So another day passes (Day 3) and I receive an email from HTC saying the work has been completed and my phone is being shipped overnight shipping back to me.

Surprised that I didn't receive a phone call I was skeptical that the problem had been fixed. I figured due to a lack of communication through the line, the actual repair tech saw the phone was unlocked and sent it back.

The FedEx guy drops off the package the next day (4 days from my initial phone call to HTC) and I rip open the box to find my same phone I had shipped, engraving and all.

I was sure they simply returned the phone still broken, saying tough luck. I placed the battery and cover on and powered up. Interesting enough, the phone had been re-locked as there was no unlock symbol on startup. Skipped the welcome screens, swiped left, and hit the bluetooth activation widget.

"...Updating Bluetooth Settings"

Hazah! It worked, either HTC fixed whatever was wrong with my chip or they replaced the guts of the phone and kept the case on at no charge. They could have easily not fixed it or sent me a new phone and not bothered removing my case.

Thanks HTC for hooking me up and being giving great customer service.

So now I have a fully functioning N1 and couldn't be happier.

-pixlgeek