On Thursday, November 4th I sent my HTC Touch HD smartphone to HTC customer service for refurbishment. My phone worked fine, I just wanted some cosmetic repairs done regarding the case and the touch screen. When I spoke with HTC over the phone, they indicated the repairs as requested should cost no more than $113.00. I promptly mailed them my phone.
Today, November 11th, I received an e-mail from HTC indicated my phone would cost $546 to repair. I called customer service and asked them how could this be, all I requested was a replacement of the phone housing. The customer service representative proceeded to tell me there was a bunch of other parts that needed to be replaced as well. I advised her that the phone was working fine, all I wanted to do was cosmetic refurbishment. I told her I did not want to do the other suggested repairs, just the cosmetic refurbishment. She advised that if I didn't do all the recommended repairs, they wouldn't do anything to my phone. I was also advised that there would be a $28 triage fee regardless of my decision.
This is outrageous! How can they try to force repairs on me that I didn't request, don't need and then tell me they will charge me if I don't do anything. This is classic bait and switch. If this is their policy, they should disclose it initially. I was aware of the $28 triage fee, but was not informed of the "all or nothing" repair policy. My phone works fine, why won't they just do what I asked them to do?
In addition, the individual I spoke with at first thought this was a mistake as the issue they identified for my phone was identical to the next phone in cue for repairs. So they have 2 phones with the exact same diagnosis and exact same repair needs that just so happen to be #1 and #2 in cue. Hard to believe! This makes me wonder if they are doing this to other consumers as well. I went ahead and paid the $28 as that was the only way they would send me my phone back.
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