Manufacturer Warranties and Protection Plans

[lou74]

I got back my HTC Hero from repair on 9-5-10.  When I tried activating it at home, it could not be activated.  I returned to Best Buy the next day, Labor Day, and within a few minutes it was activated.  The lady told me that it could only be activated with them, and I should have gone to them when I had picked up the phone.  I would have done that if the folks at Geek Squad would have told me the procedures.  The phone continues to freeze up and I have to remove the battery to make it work again.  I was at BB today, 9-9-10 and waited for about 1.5 hours to speak to a phone rep.  I told her that I was not satisfied with the way it was repaired and was told that I needed to send it in again.  It took them about 3 weeks to fix it and four days later they want me to send it in again.  What?  I do not qualify for the lemon law because this is the first time this phone has been sent in.  Mind you, this is a replacement phone because the BB took too long fixing the first phone I had back in December 2009 or January 2010.  I still have the battery and box from that phone.  I have not had the phone for longer than a year, and it has been a head ache.  I have been without a Hero phone for at least 3 months out of the 10 months that I have had the phone.  It has been in repair for about 3 months.  Now I have to send this phone in to repair 3 more times before I can exchange it.  Is there anything else that can be done?  I am willing to pay the difference on a better phone.  I do not want another Hero.  I have had bad experiences with that phone. 

[lou74]

Why was my post moved?

[CrystalWoW Community Veteran]

Posts are usually moved to these boards when you are asking for assistance, rather than just posting about a product. It helps the community connectors get to you faster.

[lou74]

Can anything be done to help me resolve my problem/

[Dorothy-BBY Community Supervisor]

Good morning lou74 -

Jacob, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience!

[Jacob-BBY Community Web Planner]

Hi lou74,

It is unfortunate to hear that your continue to have problems with your HTC Hero!  I hope it goes without saying that when we send a phone back repaired, we definitely do not expect it to have another problem so soon.  I'm sorry this was the case!

I'd be happy to help you with finding a resolution to this.  Can you send me a private message, using the button located at the bottom of this post, with the name and phone number this repair would be under?  Better yet, if you have the service order number send that as well.  I ask this as I wasn't able to locate any records with the information you used to register with these forums.

I look forward to hearing from you,