Noticia HTC One X WiFi Problem: new info + Claiming warranty on rooted devices

[peterdaemen]

Resumen en Español:
Señores consumidores, no dejais a Arvato o HTC España engañarles. Rootear su dispositivo, o qualquier otro manipulacion del software, no rompe la garantia! Lee este post para ver como resolverlo!

Mis problemas estaban con Arvato España en Madrid, con un HTC One X comprado por Amazon.es (entregada desde Alemania). HTC y Arvato inicialmente negaban recuperarme el dispositivo bajo de la garantia para haber rooteado el HTC One X que tiene problema de WiFi. 5 emails y 9 dias mas tarde me van a recuperarlo: lucha, hay esperanza! Lee este post en como hacerlo o mandame un mensaje privado. Coge sus derechos, y no dejais a ganar HTC/Arvato!

Dear all,

I had the famous wifi problem (confirmed with the gentle-push test) as per links below, <<links included when I am allowed to>> Thanks to this forum and XDA I have been able to force HTC to solve my problem under warranty, but I think it is usefull to publish the chain of events here. It concerns a rooted HTC One X, purchased on Amazon.es (delivered from Germany).

Two nuggets of new information that are key:[list=1][*] HTC Claims this only occurrs before a certain date of production. My device however shows the same problem, while it is produced AFTER the mystic cut off date. I.o.w.: perhaps the production problem was never resolved?[*] HTC's warranty leads you, falsely, to believe that if you rooted your device, installed a bootloader, loaded a custom ROM or whatever else, your warranty is void. This is not true in Europe, so please note that if you get the runaraound by HTC's Technical Service Provider in your country, quote the law and push like hell.

In my case the warranty debate was settled in 9 days, of which part is time lost due to my inability to research and respond swiftly. This is why I make this posting so anyone with this issue can go in better prepared and lose less time.

Mgmt Summary:
In Europe, rooting your phone is no reason to void warranty unless it can be proven that your software destroyed the hardware. Under this consumer law there are 2 types of warranty: voluntary warranty (HTC's warranty) and statutory warranty of 2 years from purchase (which is pretty much the same as HTC's warranty). Voluntary warranty can be suspended at Vendor discretion, but statutory warranty cannot, unless vendor proves beyond doubt the fault is user's doing. The onus lies with the Vendor.

Arvato is a notoriously BAD performer of customer service and HTC's communications with Arvato is poor at best. But guys, if you have the WiFi issue, or any other hardware issue with your rooted (or not) phone: if you put excessive pressure and properly research and send links along, it appears Arvato Spain can be cajoled into complying with the law!

P.S.: Amazon.es, when reading my emails, immediately offered me a full refund 8 months after purchase: KUDOS to Amazon!!!

Links sent to Arvato Spain to back-up my case:

1. European law to be quoted (explained in Spanish for the thick skulls in Arvato España)
   • http://eur-lex.europa.eu/Notice.do?v...ox&visu=#texte
   • Explanation in Spanish: http://www.elandroidelibre.com/2012/...en-europa.html
   • Explanaton in English: http://www.elandroidelibre.com/2012/...en-europa.html
2. HTC One X Wifi prolbem definition[/u][/b]
   • http://www.androidcentral.com/htc-ac...ome-have-one-x
   • http://www.androidguys.com/2012/06/1...tial-teardown
   • http://www.htcmania.com/showthread.php?t=404246
   • http://www.htcmania.com/showthread.php?t=489876
   • Spanish: http://www.xatakamovil.com/htc/htc-r...ectividad-wifi
   • Steps to repair: https://www.dropbox.com/sh/2enfz3fi2...wifi%20fix.pdf
3. The Fact that HTC acknowledges the problem:
   • http://www.androidcentral.com/htc-ac...ome-have-one-x
   • http://www.xatakamovil.com/htc/htc-r...ectividad-wifi
4. Example case of a Spanish customer who WON the case after filing a consumer complaint (but it took him 3 months)
   • http://www.htcmania.com/showpost.php...11&postcount=1

How to get your warranty quickest:
Do not use the online Chat by HTC, because it creates no official record of the conversation. Do a call, recorded pref from your side, to ensure all statements by HTC are on record and can be shared with service agent.
But once the phone is sent in to the service agent: immediately reply to the email in which the service agent offers the budget quote for repair out of warranty. Always stay polite, but remember that when HTC or their service agent are refusing warranty without proving the defect is your fault, they are in effect committing fraud/breaking the law.

• Clearly state that the phone is in warranty and that the defect is known (include all links in this thread) and not caused by yourself or any software
• Request a written explanation of how the "manipulated software" could have caused the defect
• Request this written explanation to be formal and signed by their qualified service engineer, with his name and a date, including a company stamp.
• Call your reseller (Amazon.es in my case), HTC support and national Consumer Organisation (OCU in Spain) and the European Consumer organisation to get a name/email addresses
• Include all obtained email addresses in Cc to your email. (If you know a lawyer working for a known firm, cc him for kicks)
• Inform the customer service agent that you will use all emails sent to date, and the written signed/stamped statement to officially file a Consumer Complaint.
• Inform the agent that until the signed stamped explanation, and a detailed repair plan justifying the cost are received the case cannot move forward
• Inform the agent that every email shared until now will be shared on social media and forums in order for the consumer community at large to take learning

What I did (and how I lost 9 days):

1. Bought HTC One X in Aug 2012, through Amazon.es from Germany, delivered in Madrid. I unlocked the phone in order to gain root access needed by some apps I like. No custom roms, just an alternate boot-loader and root access.
2. Went on extended travel, relying mostly on 3G and crappy hotel wifi. I found out in May 2013 I suffer from the WiFi problem, by doing the "gently push on the back of the phone between camera and volume button"-test. (Boy, did I feel embarassed about the sort of insisting emails about WiFi quality in my hotels. Here goes for blind trust in HTC)
3. Approached HTC Chat Support. They told me to send it for repair under warranty and that indeed it is a known problem and an easy fix.
4. As instructed, I send the device to the HTC support agent in Spain, Arvato España, who refuses to repair under warranty:
   • Software is manipulated, your warranty is void.
   • Budget for repair: 300EUR (complete fraud)
5. I reply to the support agent outlining, underpinning it with links:
   • I can prove it is a hardware defect, not a software defect
   • This is a known error in these phones, please repair as HTC has admitted the problem
   • Under European, Spanish and German consumer law, you must deliver 2 years warranty on the hardware, regardless of software.
6. Arvato España replies:
   • Software fualt, your warranty is void, you must pay.
   • HTC has never communicated to us any problems with WiFi known for the HTC One X
7. I repeat, include more links (total list as in this topic), but this time I copy the European Consumer Association, Spanish Consumer association, Amazon.com and several people in HTC Europe
   • Software manipulation did not cause this error
   • By law you are bound to fix this under warranty
   • Your quoted cost are still excessive, bordering on fraud.
   • I will report you to the authorities if you refuse. I prefer not to, because it takes time for both of us.
8. (Get this) Arvato replies: you are wrong but we will do what you ask.
   • After consulting with HTC again, we inform you that the WiFi defect you have is known to be a factory defect for devices produced before a certain date.
   • Your device is produced after this date, hence we do not consider your WiFi problem a fabrication error
   • Notwithstanding this, we will repair your device under warranty
   • We remind you that your Warranty is void due to software manipulation, please read our policy

Interesting turn of events! But most importantly: don't give in, quote lot's of sources and involve the consumer authorities sooner rather than later and your problem will be solved quikcly and neatly.

Big FAIL for HTC for having me jump through these hoops before giving me the warranty (and device performance) I have a right to.

Repeated KUDOS for Amazon for having 100 times better consumer feeling than HTC for immediately intervening and offering the money-back guarantee.

Cheers,

Peter

[peterdaemen]

Suppongo que eso sea mi segundo post, para estar capaz de subir los links?

[touk20]

Hola, yo también tengo problemas para que arvato me repare mi terminal.
Por favor lee mi post ( http://www.htcmania.com/showthread.php?t=616915 ) para que sepas en que situación estoy si puedes darme algún consejo te lo agradeceria mucho.

La verdad es que no entiendo muy bien el ingles, podrias ponerlo en español?

Un saludo!

[TutosMisterAndroid]

Yo tengo el problema de que mi htc one x es de finlandia y me dicen que la garantia a lo mejor no lo cubre ... :| que lo envie y ya el tecnico verá si lo cubre o no, ¿veis esto normal? porque a mi me parecen unos sinvergüenzas si no me lo arreglaran
mi problema es el del maldito wifi que no lo pilla como deberia
Un saludo!

[touk20]

 Cita: Originalmente Escrito por TutosMisterAndroid

Yo tengo el problema de que mi htc one x es de finlandia y me dicen que la garantia a lo mejor no lo cubre ... :| que lo envie y ya el tecnico verá si lo cubre o no, ¿veis esto normal? porque a mi me parecen unos sinvergüenzas si no me lo arreglaran
mi problema es el del maldito wifi que no lo pilla como deberia
Un saludo!

Yo creo que es un excusa mi one x es de Indonesia y dicen que esta en garantia

[TutosMisterAndroid]

ah si? bien bien, que haya preferentes, es que paso de enviarlo para que me digan que no me lo reparan y estar sin movil 15 dias :|

[elpopi]

una trabajo impresionante de peterdaemen
Si alguien no lo entiende me ofrezco a traducirlo

[FINTA96]

Hola, tal y como estube comentándo en un post de htcmania. No has perdido la garantía, porque el problema es de hardware y no de software. Si ellos creen que es de software, que te dejen el telefono como estaba de fábrica, ya que la rom stock cuenta con un apartado para ello.

Respecto a la garantía, la compañía htc da la garantia por imei, asi que no necesitas dicha factura para poder reparar el terminal. Haz lo que te he dicho, diles que si es problema de software que se aseguren restaurando el teléfono de fábrica. En caso de que siga sin funcionar, ya se trataría de un problema de hardware y por lo tanto te tienen que reparar el smartphone de manera gratiuta ya que cuentas con una garantía. Si se niegan comentales que irás a la oficina del consumidor y pondrás la demanda correspondiente.

Saludos y suerte