Complaint Review: T-Mobile HTC

The T-Mobile promoted cellular phone from HTC has earned the reputation for the most defective cell-phone on the market... I bought the HTC Dash along with a 2-year contract with T-Mobile in the end of April 2008. Within a month the LCD screen cracked while being in my pocket. Due to the fact that I hadn't even had a chance to pay for the phone yet, I decided to bring it back with the box and accessories to get a refund and to release my 2-year contract. To no surprise they offered nothing more than an offer to send it to their repair shop for a mandatory fee. Next I decided to write HTC Technical Support in hopes that I could reach a reasonable solution.

-My e-mail to HTC:
"Dear High Tech Computers Inc., Within the past two months I ordered and have been using your model the "HTC S620" or "Excalibur" or "Dash"... I used the phone for less than two months, and during the day today when I took the phone out of my pocket, I noticed that the LCD screen was cracked and damaged to the point where the phone is unusable. I am extremely disappointed in my purchase with your product due to its poor design and failure to withstand the light duty of an everyday pocket. I know that this is not the first incident which has occurred with this particular model since there are a plethora of other consumers complaining about this same issue. I understand that the product is covered under a 1-year warranty so that I can get it fixed... But this issue has made me so irate that I never want to have to touch that device EVER again. From the bottom of my heart I would truly appreciate it as one of your loyal paying customers if you offered me some sort of retribution, such as a free phone of my choice, or company-credit towards another one of your phones. I am an honest, hard-working tax-paying person who tries to buy products from honest hard-working people. Prove to me that you mean well to your customers. Please be fair and just by helping one of your valued customers strengthen their faith within your company. I would love to continue using your products... please give me a valid reason to.
Thank you. :-) Sincerely, Rory B. Pierce"

-Response from HTC:
Hello Rory,
Thank you for your inquiry
I definitely see how this can be frustrating. However three is certainly something that you can do here, you can actually send your device in to our repair center. To reach them you would call 1-888-617-1113. Please note they are only available Monday-Friday, between the hours of 9AM-6PM EST. Unfortunately we would be unable to provide you with another device.

Just to let you know, for more information on your device you can always check www.htcwiki.com.
I hope we have answered your question in detail. Feel free to contact us again if you have any further questions. - HTC Technical Support
Recently I have gone to the website that the representative referred me to (htcwiki.com) and have found more customer complaints about the LCD Screen cracking in the Dash than any other complaint threads (links to complaints will be below). Some people are so angry that they post the T-Mobile President and CEO's home addresses so that others in the same situation can write a letter to someone who might really listen. I love how they offered to fix my screen when I clearly stated that I didn't want to fix a phone that will surely break on me again; I wish they would actually read my e-mail... I ended up swallowing my pride and just got the screen fixed in hopes that I wouldn't have to deal with the issue again.

Two months after my Dash was repaired, I was carrying it in the case that came in the box; took it out to check my messages, and there was another black spot and crack in the same place on the LCD where it was before. This product is so poorly designed, it is a travesty that it was ever sold in the cellphone market. There are hundreds of other consumer complaints about the same exact issue with this phone. I will present links to these consumer complaints below...

Yesterday I called T-Mobile and talked to another representative about my entire situation with this phone. I was aware that she was just a Customer Service representative who is only allowed to state her corporation's policies, with no exceptions... But I thought I would give it another shot and tried to find a way that I could find a final solution. After trying my best to exhaust angles, the only options she gave me were: 1. To pay for a new phone at full price. 2. Send the phone to be repaired. 3. Cancel my 2-year contract and pay the full cancellation fee (with no way to waive the fee). I told her that I would have to think some more about my predicament and that I will most likely call back with a decision.
LINKS TO PARALLEL COMPLAINTS:
http://www.htcwiki.com/thread/572877/dash+screen+cracked (9 full pages)

http://www.htcwiki.com/thread/899805/HTC+621+from+what+I+have+found+has+a+pretty+Fragile+LCD+Screen.

Some special selections from the links:
"RE: dash screen cracked
Apr 12 2007, 6:10 PM EDT
HTC said that they would fix my LCD, and that all i had to do was send it in.(since only 7 days earlier i got my phone back from them with the exact same repair) Then just as soon as they get my phone, they call me and tell me that they will not warrantee the fix. I would never have sent it in if i knew that i has to send ANOTHER $130. But they don't care.. Do your self a favor don't buy a DASH or get your screen fixed. You will get screwed!"

"RE: dash screen cracked
Apr 15 2007, 3:33 AM EDT
**i did some research on the screen cracking, seems that most of them crack in the same spot. lower left corner above the "start" displayed on the phone. Is that were yours is cracked? "RE: dash screen cracked
Apr 16 2007, 12:10 AM EDT
"Keep your phone in a padded case, like the one that comes with the phone. That should protect the screen.
Don't put the phone in your pocket, purse, backpack, coat etc, where the Dash can get easily bumped and the screen cracked."
Bull s**+%.. Mine has broken twice wile in the case that it came with.

If i don't keep it in my pocket, backpack, coat where do you suggest i keep it.

If HTC is going to provide a case it should actually protect the phone. The horizontal case that my dash came with can easily be bent with very little pressure, almost like no protection at all.
**To answer the question above, the first time the LCD cracked it was right above the start button. I have referred my case to the City Attorneys office here in Los Angeles. I suggest you guys do the same, because this sucks!!"
"RE: dash screen cracked
Apr 27 2007, 1:16 AM EDT
**yeah mine broke at the lower left corner above the start
that suck , i like the phone, but what to do now????"
RE: dash screen cracked
"May 22 2007, 4:34 PM EDT
Wow - this is both disturbing and a relief to see so many of you sharing the same problem. My Dash's LCD has broken twice already! The first one was replaced for free, since my buddy was working at the Tmobile store. Well, now this has happened to me again, while the phone was in my pocket. No damage on the outside, etc. I have also filed a complaint with the FCC. I mean, this is ridiculous!"
And the complaints go on and on and on and on....
Thank You for taking your time to read this. :-)

Rory
Essex, Massachusetts
U.S.A.

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