korbek

In October of last year, I joyfully plunked over 500 of my hard earned dollars for the new kid on the block, the AT&T Tilt (HTC Kaiser). I was in PDA bliss. It is a beautiful device, with HSDPA connectivity, GPS, and just about everything else an uber-geek like myself craves in a mobile device.

This morning, my wife awoke me with a text message asking when I planned on getting up. I was tired, so I went to text her back letting her know I did not have a clue! I slid open the keyboard on my best friend, and the right softkey button looked a little loose. It still worked fine, but I was a bit concerned about it. I texted my wife back, and decided I would take care of it when I got up. A little later, when I was ready to get out of bed, I went to text my wife asking her to come visit with me for a bit. I went to slide open the keyboard, and the little button was gone...



We looked for it, but could not find it. I figured I would call up AT&T, and they would send out a new device. No problem right? WRONG!!! I quickly learned that AT&T is completely the opposite of my previous mobile provider, T-Mobile. With T-Mo, when I had an issue with a phone, they would just replace it. Even though I have only had he device for four months, AT&T refused to do so unless I was willing to pay for a new device!!!!! They wanted to debit my account for $497.00 just in case they found that the damage was my fault. I explained to them that it was a defect in the device that allowed the softkey button to become dislodged from the keypad, ultimately getting torn off the device. I asked to talk with the warranty department, and they gave me the same runaround. They said they would check with HTC, and we could get a determination from them. They transferred me to HTC customer service, who reiterated AT&T's position. The gentleman at HTC however did provide me with the number for HTC repair, and said that if they found the problem was my fault, I would pay between $80.00 and $120.00 to have it repaired. I wrote down the number, and when we wanted to talk with the AT&T rep, we found that they had not stayed on the line. Wow! I started over, calling AT&T, getting a different CSR, and having to go through my spiel all over again. VERY DISAPPOINTING...

C'mon people, the device is just over four months old!! I paid a sizable chunk of money for my gadgets, and when I have a problem, I HAVE TO PAY FOR IT???? No wonder HTC and AT&T are getting richer and I am getting poorer...!

What can I do about it? Nothing except complain. I will get the device repaired, pay my fee, whatever it is because I LOVE this device. I am VERY disappointed with the service, or lack thereof from AT&T and HTC, and complain is exactly what I intend to do. I will be sure to tell everyone I meet that has an interest in a Windows Mobile device about my experience with these two companies. Also, when my employer begins to move toward a Windows Mobile infrastructure, I will do everything I can to sway them from purchasing devices from AT&T and HTC. While I realize that HTC is the largest maker of WM devices currently in the world, they should not be allowed to fill their coffers with more and more money because of flaws in the manufacturing process. They should assume some accountability for the problems that might arise once a customer has taken the device home and used it beyond the 30 day return window.

What are your thoughts on this? Anyone else experience the wonderful service AT&T provides? Anyone with comments on the service HTC provides?

Sound off folks!

JTYoung1

Were they willing to replace your device and refund the $497 if it was determined that the damage was not caused by you?
If you were to use a credit card instead of a debit card, you wouldn't have to worry about your account being charged and would have until the bill is due to get it resolved. If you still were not satisfied you could put the charge into dispute.

There is a one year warranty on the device but that is provided by HTC not AT&T. Technically AT&T is a reseller not a manufacturer, so to expect them to warranty a product they resell is somewhat unreasonable on your part when you have used the product for 4 months. Very seldom will a retail store allow you to return an item beyond the 30 day window, to expect AT&T to do so is also unreasonable.

bishop1977

you should have just told them the phone was acting up...unless it has a cracked screen they arent going to fuss over a button