Dear Mr Blair<\/p>\n
May I start by saying that I have been a user of HTC phones since the HTC S710 back in 2008 and have ensured that my family are also HTC users.\u00a0 I believe the styling HTC put into their products elevates them above the other manufacturers of Android phones.<\/p>\n
I purchased my latest HTC phone (HTC One M9) in July 2015, paying over \u00a3500 to own it outright and not be tied to a contract.\u00a0 I have long been an advocate of owning my phone from day one and not paying for a contract and therefore I have taken great care of all handsets I have owned with each one lasting much longer than the usual contract periods.\u00a0 My previous handset, the HTC One X was 3 years old when I replaced it and it was in pristine condition.\u00a0 The purpose of my explanation here is to demonstrate that as I have actually paid out significant amounts of money to own the phone I take care of them as much as possible.<\/p>\n
On Monday 13th June, while getting into my car to travel to work, the phone slipped out of my hand and, despite a desperate attempt to juggle and catch it, fell face down onto the road.\u00a0 When I picked it up my worst fears were confirmed \u2013 the glass on the right hand side of the screen was damaged. Fortunately the phone was still operational, just slightly unresponsive around where the glass was damaged.<\/p>\n
As I was on my way to work when the incident occurred I continued to use the phone in its damaged state for the rest of the day.\u00a0 That evening I decided I should really look into getting the screen repaired. The following day a local shop quoted me \u00a399 plus VAT to replace the LCD and touch screen which I thought was reasonable but, wanting to ensure a thoroughly professional job I contacted HTC to enquire how much it would be for them to undertake the repair.<\/p>\n
When speaking to the representative I explained what had happened. I made it very clear to him that I had unlocked the bootloader (via the HTC website as I have done with all my phones), S-OFFed, and rooted the phone and was fully aware this voided my warranty.\u00a0 I was not expecting a free repair \u2013 just a genuine HTC repair.<\/p>\n
We initiated the return and repair process which entailed him sending out a returns label (addressed to the repair centre – Regenersis \u2013 that is based just 8 miles from my location). I returned home that that evening, backed up everything on my phone, removed the SIM and SD card, packaged the phone in the original box and left it at the UPS collection point.<\/p>\n
The next morning I logged onto the HTC tracking website using the ticket number (116232739346) and my email address (paul@sneesh.com<\/a>) to find nothing had happened – my phone was awaiting collection. The same was shown that evening, the next morning and that afternoon – I finally called HTC back fearing my phone had been either lost in the post, or worse still, stolen.<\/p>\n I was assured my phone had arrived at the repair centre and was awaiting examination to ascertain repairs costs – indeed, within minutes, the tracking website miraculously showed this.<\/p>\n An hour or so later I received an email telling me a quotation was ready to view – I logged in expecting to see a quote along the lines of \u00a3150 or so.<\/p>\n Imagine my disgust when I saw a cost of \u00a3302.38 for this repair.<\/p>\n
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