HTC Corporation Bait and Switch Stafford, Texas

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.