Thread: Desire Z support nightmare

My HTC Desire Z, which I bought from Futureshop in Ottawa, Canada exactly 28 days ago, started vibrating non-stop at 4.30am Wednesday morning. It vibrates as long as the battery is in it - it doesn't matter if the phone is powered on or not; I even tried to factory reset it. The factory reset went fine, but it vibrated throughout the reset process and still vibrates after. All other phone functions operate normally, I can make phone calls, applications work, the ringers works, and so on. It just won't stop vibrating.

I called HTC, they said it appears to be a hardware problem and that it's under manufacturer warranty but they don't normally repair this type of phone, and instead, it's the responsibility of the carrier; which is Bell.

However, I'm not WITH Bell. I bought the phone without contract and I unlocked it to be able to use it with Rogers.

So I went back to Futureshop. Futureshop said they won't take it back because they have a 14 day return policy and that period has expired. They said I should go to Bell; I explained I unlocked the phone and don't have a Bell account. They tried to argue that by unlocking it, I voided the warranty. I said "Fine, show me where it says that in the warranty booklet". The store manager and I read through the entire booklet and of course, it doesn't say that. We then called HTC together and HTC indicated, black-on-white, that the phone IS under warranty.

Futureshop then directed me to Bell; but not before they "lost" my receipt and had to print me new one. I went to a Bell store and explained the problem. Bell store guy says I voided the warranty by unlocking the phone; in fact, he argues, you can buy the phone without contract from Bell, you can pay Bell to unlock it and from their perspective it still voids the warranty.

I said, "no, I've been told by HTC that it IS under warranty". I ask the guy if I can ring HTC, he gives me a phone. I call HTC support, the guy restates that the phone is under warranty and that Bell has to repair it. I said "Fine, now tell this Bell guy what you just told me". I give the Bell guy the phone. He listens to the HTC guy, tells him he doesn't know what he's talking about and hangs up. Then he tells me that even if they wanted to repair it, they can't take it, because only 3 stores in Ottawa takes Bell phones for repair, and he gives me their address.

So I drive to the one of the three stores. Same spiel: "you voided the warranty", "no, I didn't, it doesn't say that in the booklet and HTC has confirmed it's under warranty". They then told me that even if they wanted to take the phone for repairs, they couldn't because the repair process requires them to enter a customer account number; which I don't have and to track the phone during the repair process, it needs to be activated on the Bell network; which it wasn't.

They then tell me that it's Futureshop's fault. According to them, Futureshop isn't allowed to sell phones without contract in the first place; and so I should go to them, tell them it's "DOA" (Dead On Arrival) within the first 30 days, and they should take it back. "They're multibillion dollar company, they don't care about the extra cost" the guy goes; to which I reply "And Bell isn't?". He didn't know what to say to that.

Back to FS, the store manager says "Bell doesn't know what it's talking about, a) we can sell phones without contract just fine, we do it all the time and b) 30 day policy doesn't exist, maybe Bell hast that policy, but we don't".

So, I send HTC an email last night, explain the whole problem. They reply with the standard "this is a Bell phone, go to Bell".

I call HTC's warranty department this morning, restate the whole case, explain to them that the Bell avenue is dead, don't even bother suggesting that, Bell says on their website from their perspective unlocking voids warranty and IN ANY CASE: I have no agreement with Bell, I never entered into any sort of agreement with them, the box of the phone contained no Bell documentation and my only agreement, implicit or not, is with Futureshop and HTC.

HTC now finally acknowledges the process isn't working, they're going to escalate the issue and see if there's some other way I can send the phone to them and get it repaired. When they figure it out, they'll get back to me. I have no idea how long that's going to take.

I guess what I'm having trouble understanding is how HTC can sell a type of phone; with manufacturer warranty; but not have a clearly defined support process UNLESS that phone is sold through 1 specific carrier?

I am having a very similar issue.

I got a HTC Desire Z off eBay that I started using on AT&T. A couple weeks later, the phone was hit against a blunt object and the screen stopped working.

"Ok, no big deal", I thought. "I'll just send it in to get fixed."

First, I sent it to InspectUrGadget.com because they said they could fix it. Lies. They are inexperienced and had no idea how to replace what they said was a "bad ribbon cable". Ok. They gave me a partial refund and sent my phone back to me.

Next, I called HTC about it and they said they aren't allowed to fix it and gave me Bell's number. I call Bell, and they said since I'm not a customer and I don't live in Canada they can't fix it. Back on the phone with HTC again, this time they tell me there's a store in Canada (FutureShop) that can fix it, and gave me their info. I called them and they told me they do in fact work on that model of phone, but they won't touch mine because I don't live in Canada.

I am out of options and fairly upset about this. Does anyone know of any other place that might fix it?

tl;dr -- had a Desire Z, it broke and nobody will fix it.

Do you mean "FutureTel" instead of "Futureshop"? Futureshop is just a hi-fi chain here in Canada.

HTC support, after escalating the ticket, determined they - and I quote - "don't have the parts to fix a Desire Z". Um.. excuse me... don't you guys MAKE the phone? How is it possible you don't have the parts to fix this?

They then gave me the number for Futuretel (specifically, 1 604 233 7746). I call that number, I just get a voice message that says for all inquiries to check their website at FutureTel Service Centre. I then go to that website, and all I get is a login page.

I mean, seriously?

I've had it with HTC. I'm filing a complaint with the Better Business Bureau for failure to honor the product warranty. In my case, the phone is literally defective. I didn't drop it, it didn't get wet; it simply failed. It's ridiculous that the manufacturer of the phone issues a product warranty on the device and is then incapable of actually fixing it and simply gives you the run around.

Mordecus, if you're gonna post wrong information, don't do it.
Futureshop is a huuuuge electronics store in Canada that is owned by Best Buy.
I don't know your whereabouts in Canada, but I'm pretty sure there is a Futureshop wherever you live.

Electronics, Cameras, Computers, Video Games, TVs & Appliances - Future Shop

Sorry OP, I have nothing to contribute, and I wish you the best of luck...

Very curious about what is going to happen in your case, as I'm considering buying a used HTC Desire Z from eBay and intend to use it on a carrier other than Bell.

I was actually looking into buying a square trade warranty for used phones, but they only seem to allow one if the phone is being shipped from US. They don’t care where it was originally sold, very odd.

Also, HTC Desire Z is almost identical to the HTC G2, so parts ought to be readily available in any US HTC repair centre.

I am looking to do the same thing and use a Canadian Desire-Z in the US to work with AT&T. The fact that HTC does not honor warranties is very discouraging and makes me want to reconsider purchasing the phone. If it breaks early on, then I have no recourse to do anything. I can't find any decent repair places in the US online as with popular phones such as the iPhone. Therefore, even if I buy a new phone, it has no warranty and that's a little scary when plonking down ~$500. I guess I'll have to switch to T-Mobile and get a G2 to get enjoy a real warranty.

Don't you have consumer protection laws in Canada? Here in the UK we have something called the Sale and Supply of Goods Act. This makes it the seller's responsibility to sort out any warranty issues. Quite often they'll try to fob you off by telling you to contact the manufacturer but legally, that's their responsibility, not the purchaser's. The seller must either get the goods repaired under warranty or they must give you a working replacement.

Guys! I have had the same issue! Only I AM a Bell customer. My story is complicated and yes HTC USA also told me they didnt have the parts to fix the phone which is an insult to our intelligence...

FutureTel is trying to charge me 200$ for the repairs while the work order clearly states that the phone is under warranty!

So the only way we can fix this is by making it more public on a facebook page!

Here it is! Share your stories and let it be known that we won't be screwed over.

Thank you in advance for your support!

HTC - Cell Phone Issues | Facebook