Button, Button, Who's got the ****ing BUTTON?

"McMike" (mcmike)
11/22/2013 at 14:58 • Filed to: rants, tutu153, wheremyphone

Short story about my HTC screen repair.

!!!error: Indecipherable SUB-paragraph formatting!!! for screen repair at store at the mall on Sunday, 12 days ago.

Tech destroys glass, cannot perform repair, ships device to GA to complete repair - Was told it would take one week.

Call on Friday, was told it would be Monday

Call on Tuesday, promised call back re:status – did not receive call

Call on Wednesday, promised call back re:status– did not receive call

Call on Thursday, promis..Told him I would not hang up until I got status.

Told phone has been there for a few days, but there is a note on it about something - guy can't read what the tech wrote.

I called today, and the phone came back from GA, but is missing volume button.

Store does not have a button and is unsure what to do.

WTF?

Looking for some contact information for the regional rep/coorporate contact, I go to the website. There is no customer service number on the website, so I go throught all the Franchising/accounting numbers to find a warm body – none bodies found.

Then it's off to Twitter. Three our four tweets in, I get a reply tweet to contact an different email address. Good thing, since I had just received a bounce back from the customer service email address on their website.

Enough is enough, it's time to jump on this before it turns into a month long repair. If they would have called me when it came in and told me they were tracking down a part, it would have been frustrating, but a little comical. Sitting on it for 3-4 days while I call for updates is almost rage inducing.

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DISCUSSION (17)

SnapUndersteer, Italian Spiderman > McMike
11/22/2013 at 15:05

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Arch Duke Maxyenko, Shit Talk Extraordinaire > McMike
11/22/2013 at 15:05

You got #Stealership'd

ddavidn > McMike
11/22/2013 at 15:06

Hilarious, but sad for you.

Aya, Almost Has A Cosmo With Toyota Engine Owned by a BMW. > McMike
11/22/2013 at 15:07

As a former HD2 owner i can confirm this.

The power button for my HD2 is fall off, somehow. And my local HTC service center tell me that it takes 4 month to replace it. 4 Freaking months!

McMike > Arch Duke Maxyenko, Shit Talk Extraordinaire
11/22/2013 at 15:09

This sounds depressingly like those sob stories you read about people taking their cars to the shop and not getting it back for a month because shit keeps breaking.

Then get the car back without a windshield, all while the mechanics are wondering where it went.

This is why I fix my own shit.*

Edit - except for smart phones. The $100 is worth it to me. Well, now $150 because it wasn't just the glass.

I know shit happens, but sitting on it for a few days chaps me up.

And the fact that the only reliable way I can get in touch with corporate during business hours is by tweeting silly shit.

Arch Duke Maxyenko, Shit Talk Extraordinaire > McMike
11/22/2013 at 15:10

1-800-You-Gotscrewed. I'm sorry to hear about this.

lepie > McMike
11/22/2013 at 15:11

I understand. I do things differently nowadays. I just insure my phone. When it breaks, i just throw it on the ground. It "fell". Next please.

Yowen - not necessarily not spaghetti and meatballs > McMike
11/22/2013 at 15:31

Here's the button:

Kinja'd!!!

Where have all the lightweights gone? > McMike
11/22/2013 at 15:38

How close are you to an upgrade?

The Real Dacia Sandero > McMike
11/22/2013 at 15:38

Square Trade warranty Stat. I don't know if it's the same for Android phones, but for iPhones you pay a $50 deductible and they overnight you a phone. If you do the claim before 3pm you get the phone the next day.

Meatcoma > McMike
11/22/2013 at 15:40

Here is what 'probably' happened. You took your phone in, while it was there getting ready to be shipped out, someone came in with the same exact phone with a broken volume button. They took yours and assumed yours would be fixed in GA or wherever and it was not. So, when they got it back, they were like 'OH F*CK, order that part stat!' and ignored your calls.

May not be exactly what happened but I have had repair shops pull an item off of another (it was a motorcycle clutch handle) vehicle and order that client a new one so I could have it right then because I was actively riding my bike and theirs was in service for a few more weeks.

McMike > Where have all the lightweights gone?
11/22/2013 at 16:13

I'm a year into this one. Not quite there yet.

McMike > The Real Dacia Sandero
11/22/2013 at 16:14

This is definitely one in the win column for the iPhone.

McMike > Yowen - not necessarily not spaghetti and meatballs
11/22/2013 at 17:14

At this point, I need brains at that store, not Brawn.

McMike > Meatcoma
11/22/2013 at 17:25

That crossed my mind.

I got off the phone with the kid about 30 minutes ago. I asked for him, and when he answered, I said, "I'm calling to see where my volume button is."

Caught off guard, he stuttered a bit and began to play the blame game with the GA repair depot. (He thought he sent it, they claim he didn't) I said:

"At this point it's gone. You don't have it, they don't have it... Let's focus on the next five minutes. Where are you going to find one? Let's work on that. Tell me what your options are, and let's focus on that..."

I have a bad feeling about this.

Meatcoma > McMike
11/25/2013 at 11:48

Sounds like free upgrade phone time.

McMike > Meatcoma
11/25/2013 at 12:52

It gets better.

Kid can't find a button anywhere, has to resort to eBay to get the part.

I finally got a reply from customer service this morning. I guess I didn't get the email to customer support in on time, since they apologized with "I apologize for the delayed response. Our customer service department closes on Friday evening and does not open again until Monday morning."

Put a sock in it sister, I sent the email at 2:30 EST. I forgot to ask what time zone they were in.

I sent them the details, and talked to them on the phone. At this point, I'm hoping to inject some urgency, and have it completed before Xmas.

I'm still shocked that the GA shop could reassemble the device and ship it back with out a volume button.