My HTC Inspire 4G stopped working in April of 2012. I called the warranty department at HTC, bought and new battery and charger to make sure it wasn't those things, and had it sent in for repairs. I paid the shipping. After getting it back, there was a different problem with the phone, so I sent it back in. Again, I paid shipping. The next time I got it back, it was broken again, now in another way. This is when things got bad.
After being sent through a bunch of red tape, I was set up with yet another repair ticket, but they would pay for shipping through Fedex and send me an email. They said it might take a while. After a week and no email from Fedex I called. After an hour on the phone, I found out they never sent the request to Fedex and recieved a lie about a glitch in the system. So I had to wait another few days to finally send it off.
When I got it back from repairs for the third time, it was broken again, of course. They had me buy another battery, again. They also sent me around to different people who asked me the same questions over and over again. I spent about 3 hours on the phone before I was sent to escalations and someone there assured me that all the components in the phone, everything but the shell would be replaced this time, and there was no way it would be broken when I got it back.
After getting it back from the !4th repair! it was still broken. I was livid. I called HTC and was jerked around and lied to more times than I can count.
I was told I couldn't get a replacement phone. That HTC doesn't do that, but when I cited off how the warranty explicitly says they do, I was disconnected. When I called back I was told they could, but I would need to be forwarded to escalations. They sent in a "request" for escalations this time instead of sending me straight through like before. They said I would receive an email within 2 days. 2 days passed, and no email. I called HTC and this time they told me 2 to 7 days. A week passed, so I called and someone told me it was past 7pm, so escalations was closed, but call back in the morning and I should be put right through. In the morning I called and this time they told me 7 to 12 days. I hung up on the sorry, lying excuse for support and called back to get a different person, and sweet talked my way straight to someone in escalations. What do you know!?
Juan in escalations told me he would send in a request to get a new phone, but to go ahead and send my phone in so it was ready when corporate gave the okay. I sent it in with a big note strapped to the phone that said it was not to be repaired, but held till I was okay'd for a new phone. I even gave my number if there were any questions. Escalations called 3 days later, and told me corporate wanted them to ask me the questions about the phone I answered 50 times already. So I did. 4 days later I hadn't heard anything so I called back and asked, only to find out the information was never sent back to corporate. I asked Juan 3 times to MAKE SURE my phone wasn't sent back to me from repairs.
HTC just called me, 4 days later, saying I was approved for a new phone, but they already sent off my old one from repairs back to me. They said if it's still broken I can send it BACK IN and get a new one. What's funny is, HTC usually only takes a day to repair a phone. They had my phone for a week and all the sudden decided to repair it and send it back out? With 2 sets of instructions saying not to? WHAT A RIP OFF.