Morning everyone. I purchased a HTC U11+ in November 2017 which was delivered on the 22nd December. On the 22nd January I noticed white lines on my display and contacted HTC to get the device repaired (I was at least one day over the 30 day refund period if the device is faulty). They received the phone on the 29th January and it took them three weeks to repair and return the device to me on the 19th February (despite them claiming a turnaround time of 5-7 working days). Today, I have noticed the same issue happening again, with white lines on the display and trail marks that fade away depending on what is displayed on the screen (it is more noticeable on green, white and blue backgrounds). This issue also seems to be quite common amongst users of the U11 and U11+. Am I entitled to a refund if I have allowed the manufacturer to repair the device but the problem still persists? Going by this link https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act I assume I am but figured I would ask here for clarification. I have already asked HTC for a refund because the initial repair is still defective, but they simply stated they only refund items 14 days old or less and are only offering to repair the device again, which I'd rather not given their track record.

I upgraded with Vodafone on the 9th of July and my phone was delivered on the 10th. However, just 19 days later my phone has a hardware problem as confirmed by HTC who I have been on contact with this morning to see if there was anything I could do to resolve the issue. Vodafone's website says that I would not be entitled to a brand new phone as my phone is more than 14 days old but I don't think this is fair at all. From what I can see, other people have had this problem overcome on this forum and I am seeking some help to achieve the same. I haven't even paid my first bill yet and the phone is broken. Please could someone help me resolve this?

Hi Lee I hope you pick this up today because i want it resolved ASAP! Ive waited long enough and was told I should have the unlock code in 7 days... I requested an unlock code for the new HTC One M8. I originally confirmed i was happy to pay the £20 unlock fee when i made the original enquiry to Customer Services. Since then I have had 2 emails asking me whether I am happy to pay £19.99 for the code and to confirm in email. Please see the email trial below Lee, I respect what you do and you are probably the best at VF compared to what I normally deal with. IMHO this is to be sorted ASAP and I'd like this expedited. Other firms have offered to unlock the phone cheaper and quicker than you after enquiries last night. Ive already confirmed im happy to pay the charge... But your staff dont seem to beable to read my confirmation I am happy to do use this. [#6562881] is your ref.

Can anyone assist me?. I have been a vodafone customer for 17 years and last November, I upgraded to a HTC mini. A few weeks ago, I noticed a fault on the phone with the lock/unlock button. I returned it to the Vodafone store and they sent it to their repairers. A few days later, I received a call from the repair team who advised that there was a crack on the inner screen and this invalidates the warranty. They advised it was easily done and could have been caused by dropping the phone. I advised that I had never dropped the phone and this in any event could not be related to the fault itself and in fact the release form supplied by the store describes the condition as fair with a scratch to the screen. I was told that they would either return or I could pay £190. As I was not happy with this, I contacted Vodafone via live chat. I reiterated that the phone had no damage, it was only 4 months old and therefore, if there was now a crack on the inner screen, they would need to prove this was not pre-existing and or was not done whilst in transit to the repair centre. The person on live chat kept on saying that unless the store had dismantled the phone in front of me, they would not see the damage either. I asked 8 times how I could escalate this and what governing body regulates them. They refused to give me this but said they would send a picture to me of the crack. Yesterday, I went into the Vodafone shop to inspect my phone. The sales girl agreed there was no damage but a scratch (caused by an earring) She also told me that the repair centre had tried to send a picture but it had not gone through. She said they could only act on what the repair centre had told them. I called Vodaphone as I still had not seen the repair assessment and they went through this. The assessment said there was a hairline scratch on the front screen. They have advised this scrach (which is visible but cannot be felt to the touch) has damaged the inside of the phone. I have several issues with this. Firstly, I have been told 3 different stories about the alleged damage. I am now expected to believe that a scratch which cannot be felt and does not penetrate to the other side of the screen has somehow damaged the inside of the phone. If this was the case then every time the screen was pressed this would also damage the inside too?. Surely a scratch cannot cause such force and velocity to damage the inner workings of a phone? Secondly if this is to be believed, how could this cause the lock/unlock button to be damaged which is not behind the screen ? I really want to escalate this as I believe the likely version to be that the lock/unlock button cannot be repaired and would need the phone replacing and as such, Vodafone are trying everything they can to void the warranty. I also firmly believe that these repair centres are target driven to void as many as possible. Does anyone know who I can escalate this to. I cannot go to Ombudsman Communications Services as I need to go via Vodafone first but this could take months. I was considering contacting the CEO and writing/emailing but I am not sure what impact this would have. Any advice would be gratefully received

I got a HTC W8S on contract in May, which has frozen twice. The first time, I went into Phones4u (where I got my phone contract from) and had to talk to someone on the phone about it. (they record errors, or something) This happened once again and I was able to sort it myself. Twice since Wednesday, I've not been able to send text messages. I sent one earlier and sent one 5 minutes later, which just won't send. The mobile numbers of the 2 people who I've tried to send messages to, are correct. I have a signal too.

Hi all. Just looking for a bit of advice. Let me just start off by saying that in May 2012 I got a HTC One X from 3 mobile on a 24 month contract. Just in the last month I started having issues with the screen, there were noticeable black flickers going across the bottom and side of my screen. I went into the three store to ask if I can send it off for repair as the warranty on HTC's is 24 months. They explained that for samsung and htc they no longer send it off for repair anymore, I have to contact the manufacturer directly to which they gave me a telephone number. Got home and called the number, arranged for UPS to pick the phone up (20/08/2013). In the time I was waiting on the phone being picked up by UPS, the left hand side of the screen went totally black. Just to note also the phone physically is in excellent condition, there are no scratches on the screen from using screen protector and there are no chips or cracks. I believe the LCD is leaking which has caused this. Now almost 2 weeks later I track my ticket number on HTC's website and it says "hold for quotation". Giving me three options, first of which is to pay £152 for the cost of the repair , second option pay £26 for the diagnosis and send me the phone back in its current condition. Or let HTC dispose of my phone. Naturally I phoned them up to find out why they are expecting £152 for a repair that should be covered under warranty. The girl on the phone said that the engineers have put my phone on hold because they believe the phone is void of warranty, but also explained that they can't physically remove the screen from the phone until I agree to the repair cost. How on earth do they come to the conclusion that my phone is void of warranty if they haven't even opened the phone up to look?! As I've said, the phone physically is in excellent condition, has been very well looked after. I am waiting on someone from HTC calling me back just to confirm that the repair centre have concluded that my phone is void of warranty, but surely they are being WELL out of line here? HTC One X's are very well known to have screen issues such as this, my phone was from one of the first batches but the girl on the phone can't tell me anymore until the engineers finish their so called "diagnosis". My question is, where do I go from here? Provided the situation is that HTC are still adamant that my phone is not covered by warranty despite there being no physical damage? Can I pursue my service provider for this under the Sales of Goods act? Any advice and input is very much appreciated! spud

hi I took out a 24 month contract with carphone warehouse in december 2012, with which i got a HTC one X. After a few weeks with the phone, the screen began to mess up so they replaced the handset with another HTC one x. Everything was fine up until a few months ago, bare in mind my contract has only been active for 6 months. Where the headphone jack started to mess up and stopped working. Also the the phone would freeze time to time. I sent the phone of for repair and the problem with the freezing still exists. Is there any way that I can get a new phone from this. I have been very frustrated with this model. I still want to stay on HTC as i like the interface, however maybe a different model.. Any advise? Thank you

I recently sent my phone to back to HTC for a repair under warranty as for the last 3 months I have had issues which were as if i was repeatedly and rapidly pressing all of the buttons at once, the screen was going crazy and i was unable to make a phone call or send a text message. The day after the phone was collected I received an emailed quote from HTC demanding nearly £150 to repair the phone. Naturally I called them to find out why I would have to pay this charge and understand why it wasnt covered by the warranty. I was told that the phone had a known hardware fault known to them as the "helicopter screen bug" and that the motherboard would need to be replaced; however, as I had installed a modified version of their software on the phone the warranty was voided. I find it hard to believe that they can refuse to fix my phone which has a well known hardware defect because of the fact that I installed my own software. I argued my case with a member of the customer services team over the phone, who appeared to agree with me but he still said nothing could be done, I stood my ground before he told me he would arrange for a supervisor to give me a call the next morning. I never received the call back and now want to call them back myself to see if i can resolve this. Am I correct in what i am saying, should i be entitled to have the phone repaired for free? if they continue to refuse how should i proceed with this? Many thanks for reading!

just sent my htc one x to o2 for the second time and just been told its water dammiged. i kno for a fact the phone has not been near any water o2 are saying phone has got suface corrosion throu the usb charging port. heres the full story got the htc one x in april was sent in for repair in aug as it had crashed and was in a turn on and try to boot then would go off and repeat the cycle. phone was replaced with a recon unit. phone that i got was crashing poor signal very bad wifi but perservied with it until feb 2013. sent it in for repair and got a text tonight to say that the phone was not being repaird under the warrenty. i rang cs to find out what was going on and he spoke to the repair center who said water damage via the usb port and that there was staining on the pcb. i kno for a fact that the phone has not been near any water or in a kitchen or a bathroom as he implied. also he was very quick to tell me the repair would be £181 then after a few mins a good will of £120 would get me a phone reduced from £300 so i was more suspicius and told them no if i accepted that then i would be accepting that i was admiting doing the damage to my phone. also a funny thing is my partner had a htc one x that went faulty and it was sent in for repair and it had very big faults ie screen not working proper crashing poor signal and no one could hear you on a phone call. got phone back repaired with no info and first day back it started to crash rang o2 and they rang the repair center who said the phone had that many problems it should have been replaced with a new referbished. so any way o2 cs said they would send one out and to have this one sat ready so we did that got new one and it wouldnt turn on so anouther call to o2 and the advisor said it had been checked and updated to the latest firmwhare and couldnt understand why it was sent out faulty. any way they replaced it for the htc one x pluss. im questening the reliabilty of the repair center and also wether they just sent my phone with any mother bord out hoping for the best. aparently there is photos being sent with the phone im going to get a engineers report done on it etc. has any one else sufferd simula with phones from o2 and also is there any other advice any one can give me. im not going to let this drop as i clearly belive im in the right here

Hey, I'm new to this forum and looking for some advice. I got an HTC OneX plus on a new contract at the end of December. Until yesterday it has been great, but when I went to charge it yesterday it wouldn't work. According to the advisor in the vodafone shop the usb port has been pushed in slightly and therefore not holding a charge. Due to not having taken out insurance he said it may not be covered and I might have to pay for a repair up to £65. Considering I have only used the charger supplied and it is only over a month old surely this is a manufacturer fault and should be covered by my one year warranty. They will contact me through the week to let me know the situation. Can anyone advise me on where I stand? Thanks

Hi This is my first post so be gentle. 13/4/12 we upgraded to a nice new shiny HTC One X. All was well til bout 14/15 days after receiving it we noticed that when u used the camera there were flickering coloured lines on the left hand side. Wee went to a voda store and was told that the software was faulty ( Not fit for purpose ? ) and it needed to be reinstalled. Did this and then a small orange circle appeared in the bottom left corner. Called voda and arranged for a swap in store. Went to store told " Not happening , call Cust suppt ". We did this and was told that we " should have taken insurance out ". Asked for their complaunt procedure and made a complaint to an agent on 191 then was informed I would have a call back. I call back again and am told that the replacement hand set is in a vodafone store in the next town...... ( Told this TWICE ) and TWICE had a wasted journey as no phone there for me. This takes us to 20/6/12..... STILL NO CALLBACK so I call and speak to a rude manager. He agrees to send me a replacement phone and will arrange for collection of faulty phone AFTER the replacement is delivered as to back up all pics etc. Now as Vodafone record their calls there will b a record of this. The courier refuses to hand over the fone unless I give him the replacement. I call voda after driver leaves and was told " It was a reconditioned handset ". I explained that the cost of a NEW handset was factored into my priceplan and as I had been trying to return it since end of April I expected a NEW. After another row, they agreed to send the NEW replacvemtn out. However I asked for it to go to my sons address which is where the faulty handset is. Low and behold.... the handset goes to my address, and then he turns up at my sons to collect the faulty one. he was in work so no collection. Called vodafone AGAIN and tried to sort it but they are not prepared to sort this. I then siad I wanted to return them both as I am now rejecting the NEW unwanted upgrade as I have lost faith in the HTC brand and also Vodafone. Yes we will do this they say. We will send a bag to your billing address to spost it back and also one to sons where faulty handset is to post back. This is where it gets seriously UNFUNNY...... A courier arrives to collect the handsets and we are all in work. Now.... where do I stand as I do not want the upgrade as it hase been over 7 weeks since I tried to send it back. Thanks