HTC Desisre not supported by HTC?

[pinemeadows]

Well, "supported" isn't really the right word, but here, in brief, is my situation.

I bought, with no contract, a Desire from a Telus store. The phone consistently locks up and is basically unusable.

Because I unlocked the phone Telus wants nothing to do with me.

HTC Warranty and Repair people tell me that they can't help me; they don't really say why they won't.

They say go to Rogers. That's the carrier I am using the phone on. Rogers tells me that they will repair the phone at my expense. They say that HTC won't fix the phone because HTC takes the position that unlocking the phone constitutes a breach of warranty.

I see a big problem ahead of me. I am trying to work out the best strategy.

Any suggestions?

[mgtoo]

If I were you I'd call HTC back and ask for a reason why they won't honour the warranty. The camera on the first Desire I bought (which is unlocked) would not work at all. HTC said that they support their phones whether they are unlocked or not.. as the customer rep said to me "we send the phones unlocked to the carriers,...". Unlocking a phone doesn't negate the warranty, although in most cases it will void a retail store return policy.

[pinemeadows]

I did pursue this further with HTC. The toll-free number was, this time, answered in the States. They referred me to a repair number; said that I would be looked after.

The repair number was in Texas and the phone has been sent there. There is a $28 "triage" fee that I appear to lose no matter what. Shipping there was at my expense.

So things are looking up. But I did get really bad advice from their support people. And why on earth, was I told, after they spent time looking, that the Desire was not supported by HTC at all?

Right hand, left hand, I guess.

And, mgtoo, can you, for my future reference, tell me who you were talking with at HTC? And thanks for your comments.

[mgtoo]

The first time I called 1-886-449-8358 I spoke to an HTC customer rep in New Brunswick. Later in the day I called back the same number, but this time the call was routed to a call center in the States. Both reps told me the exact same thing (as mentioned in a previous post). Hope this additional information is what you were looking for.

[pinemeadows]

Thanks for the info. My Desire is now in Texas. There are horror stories about HTC's repair facility there. You seem to have no complaints and I ***ume that you were well dealt with. I keep hoping.