HTC One device condition

Wondering if this is normal or whether I received a damaged device.

I ordered the HTC One last week and received it today. Unboxed the phone and removed the plastic wrap to see that there are a couple of scuff marks on the back of the phone. There is a very noticeable gap along the top edge where the metal and pastic are joined like the phone was taken apart and not put back correctly. The microphone hole at the bottom is "rough", like the hole was bored but excess material is still left around it.

There a couple of other marks along the plastic edge also.

This makes me wonder why I paid over $500 for this "amazing" new device everyone is writing rave reviews about and I get the device in the condition it's in.

Has anyone else had this experience or is this an exception? I'm coming from the build quality of an iphone so of course I'm comparing to that, but shouldn't the HTC One be built better than the one I received?

0

Comments

14 comments
  • Chris, that's definitely not normal. It should arrive in mint condition. I see you've also opened a support ticket so we'll follow up with you there.

    0
    Comment actions Permalink
  • My HTC One never worked correctly from the day I got it and stopped working altogether from a faulty connection point on the phone after three weeks. I just got the replacement and the connection is already "sticky" and it wouldn't activate automatically. I think this phone sucks and I'm going to return it and find a provider that has storefronts.

    0
    Comment actions Permalink
  • I'm using the 3rd replacement HTC One (4th phone altogether) right now. I finally received it last week and this one too has hardware deficiencies.

    I want to call Ting back and just scream at someone. I'm not sure I want to deal with yet another replacement.

    I'm going to try contacting HTC directly to see what they can do.

    1 replacement is understandable but 3!! This is ridiculous. I feel like I've been very patient and hopeful that each replacement will be flawless but I've been disappointed every time.

    The irony is that my friend has a black HTC One on AT&T and it is perfect.

    0
    Comment actions Permalink
  • I received my HTC One from Ting last week and it was perfect. Works great. Just posting this to let people know that the above is probably the exception rather than the norm (at least I would hope so).

    0
    Comment actions Permalink
  • I think there's a problem in the manufacture. I'm not doing a third one. I'm going to go for a different phone with a different provider. I want someone with stores. I haven't had a phone for more than a week and now It could be another couple of days. But if I tried to work it through Ting, I'm sure I'd wind up with another replacement and I'm not up for that.

    0
    Comment actions Permalink
  • Thanks Brent. Can you give us more detail about your phone?

    Which color did you purchase? Did it have any gaps anywhere? How is the power button? Is it unusually recessed into the phone body? Do you find you have to press it harder? What about the glass of the screen? Is it flush with the rest of the body?

    You can see how many replacements I've gotten since June. As you can imagine this is very frustrating for me. Before this (HTC One/Ting) I was using iPhones for 6 years with no issues. I may have to follow Lois' lead and go to another device and provider.

    0
    Comment actions Permalink
  • I got the white HTC One. Power button seems fine. In fact, I have owned several iPhones, and I consider this to be as well made as most of those. The phone arrived within the box within a protective wrap. Do you think you guys got refurbished phones or something?

    Anyway, Lois, you have stores. Go to any Sprint store and buy the phone at full price (non-contract rate) (the same as you would have to do at Ting). Then just move it over to Ting when you have tested it out and made sure it meets your needs.

    0
    Comment actions Permalink
  • Hey Chris and Lois I'm sorry to hear you are having such a rough time with these devices and I see that you are both working with ting reps to get your device issues resolved. We want you to be happy with your phones and I am looking into what is going on with these devices and will fill you in when I know more. 

    @Brent, thank you so much for your support in this. I'm happy to hear your device is running as it should. Just a heads up, we can't bring in HTC Ones from outside Ting at this time. 

    0
    Comment actions Permalink
  • Sam,

    Any update on this? I'm about to give up and order a different phone.

    Thanks.

    0
    Comment actions Permalink
  • Hey Chris, we are still investigating. I will check in with the team and see if there is an update and post back on Monday. 

    -Sam

    0
    Comment actions Permalink
  • Hey Chris, No update yet, but our product team was having a meeting with our supplier today so we hope to get to the bottom of this. 

    Best,

    Sam

    0
    Comment actions Permalink
  • UPDATE: Our apologies, there were a couple of sub-par HTC One's that shipped. We're investigating to see what happened. Chris and Lois, we'll be reaching out to each of you to see what we can do for you.

    For anyone else that finds their phone hardware sub-par, please take a picture of the problem area the second you receive it and contact us. At Ting, to separate us from the big boys, we want to make sure we are consistently delivering top notch service and products. If there's a problem, we absolutely want to give our best to make it right. We might not always have money to throw, but we have a dedicated team who really care about our customer base. Thank you all for your patience and understanding.

    0
    Comment actions Permalink
  • a comment above: _ "Go to any Sprint store and buy the phone at full price (non-contract rate) (the same as you would have to do at Ting). Then just move it over to Ting when you have tested it out and made sure it meets your needs."_

    I had a Sprint HTC One and tried to bring it over to Ting. I was not able to get cellular service. Unfortunately Ting does not support the One except if its directly from Ting. The One is not on the  whitelist of BYOD.

    So I bought another One from Ting and it arrived in perfect physical and working condition. I'm very happy...except now I have to sell the old one.

    0
    Comment actions Permalink
  • Apparently, Sprint will not allow Ting to BYOD this phone until it has been on the market for a year. This has been stated by Ting employees in some other threads.

    0
    Comment actions Permalink

Please sign in to leave a comment.