March 24, 2009 at 17:28The experience of repairing the communicator in Euroset - Pro-Service
This sad story tells how the communicator was repaired in the Pro-Service company (a subsidiary of Euroset).
By and large, rumors that this service center has been repairing for a long time and not too high quality have been roaming the Web for a long time; but the author of this article managed to verify this in practice.
The story began quite trivially - with the purchase of the HTC Touch Pro communicator on the Internet. Prior to this device, I bought a lot of things on the forums and in the good old Fido, so the experience of checking before buying was solid. But Touch had a strange “glitch”, which at the time of acquisition was impossible to detect: after a more or less lengthy conversation, a strip appeared on the device at the bottom of the display, which was visible only on a dark background and displayed the contents of other applications; more often than not, it looked like a faded inscription “Keyboard” - “Messages”.
Also, despite the full set and certification of the PCT, the communicator had an unsigned warranty card without a receipt, which at first seemed normal to me (very often when buying in a store there was no sale date in the warranty card, which allowed to “extend” the warranty). The only information available is that the device was bought somewhere in an online store in Moscow, the production date (from which the warranty period is calculated in the absence of a warranty card) is August 8, 2008.
The defect and the reasons for its appearance were safely discovered after a couple of weeks, after which the device, freshly purchased and very necessary for work (admin server), was handed over to the Pro-Service service center, which is five minutes drive from the house (and go to another there was no time). Yes, “Pro-Service” is an authorized HTC c / c. From this time, the fun time of communication with the Euroset begins - 12/19/2008.
Outwardly, the “Pro-service” services look very decent - it’s both an opportunity to check the status of the device’s repair via the Internet (which is actually absent because the status is not updated), and the ability to call a girl with a beautiful voice who will announce this status (the status has always been announced with various variations - “under repair”, “awaiting spare parts”, “not ready yet”).
In early January, after another call to the switch girl, it turned out that I could pick up the repaired phone. Upon arrival, I learn that a “software replacement” was made to repair the device, or, more simply, a flashing, which, of course, I did several times myself before giving the machine to the c / c. At the same time, the engineer did not even read the essence of the malfunction, which, as I described above, appears after a certain time after the conversation. After checking the time counter, of course, it turned out that the engineer did not call at all, that is, he could not see the defect, and for three weeks the device was in the c / c on the “software update”, which was also not updated, because There are a couple of files left in the device that I did not delete from it. That is, they did nothing at all with the phone.
He wrote a complaint, I was contacted by a representative of the Euroset reclamation department and said that some kind of spare part is required to repair the device (which one is not specified), which can be ordered, but it will take about two weeks. Since at that time (01/15/09) the device had been in the service for almost a month, I agree - I still bought a simple Fujitsu-Siemens T830 for replacement for a little money, and it is simply unreasonable to take the device from the service after a month of being in it.
February came, followed by March. The status of the device is “waiting for spare parts”, a proposal to give me a paper saying that the device cannot be repaired (which I do not need in any case, and primarily because after three months of repair I would like to pick up the repaired device).
In March, the device was still “waiting for spare parts,” so I finally decided to pick it up from the Pro-Service service center and repair it in another, for which I called the reclamation department and asked to return the device to me (03/18/2009). Today (24.03) the courier is still taking him to the point of reception.
Here is such an experience in communicating with the Euroset / Pro-Service company. There is a place to be elementary illiteracy, non-observance of any reasonable terms of repair, and all this against the background of an absolutely non-functional bureaucracy. I sincerely sympathize with people who acquire equipment in the Euroset.
PS I would like to know from knowledgeable habraly people: 1) what detail can be the fault of such an exotic "glitch"? 2) what service centers will be able to carry out warranty / non-warranty repair of the device within a reasonable time? 3) what would you do in a similar situation?
By and large, rumors that this service center has been repairing for a long time and not too high quality have been roaming the Web for a long time; but the author of this article managed to verify this in practice.
The story began quite trivially - with the purchase of the HTC Touch Pro communicator on the Internet. Prior to this device, I bought a lot of things on the forums and in the good old Fido, so the experience of checking before buying was solid. But Touch had a strange “glitch”, which at the time of acquisition was impossible to detect: after a more or less lengthy conversation, a strip appeared on the device at the bottom of the display, which was visible only on a dark background and displayed the contents of other applications; more often than not, it looked like a faded inscription “Keyboard” - “Messages”.
Also, despite the full set and certification of the PCT, the communicator had an unsigned warranty card without a receipt, which at first seemed normal to me (very often when buying in a store there was no sale date in the warranty card, which allowed to “extend” the warranty). The only information available is that the device was bought somewhere in an online store in Moscow, the production date (from which the warranty period is calculated in the absence of a warranty card) is August 8, 2008.
The defect and the reasons for its appearance were safely discovered after a couple of weeks, after which the device, freshly purchased and very necessary for work (admin server), was handed over to the Pro-Service service center, which is five minutes drive from the house (and go to another there was no time). Yes, “Pro-Service” is an authorized HTC c / c. From this time, the fun time of communication with the Euroset begins - 12/19/2008.
Outwardly, the “Pro-service” services look very decent - it’s both an opportunity to check the status of the device’s repair via the Internet (which is actually absent because the status is not updated), and the ability to call a girl with a beautiful voice who will announce this status (the status has always been announced with various variations - “under repair”, “awaiting spare parts”, “not ready yet”).
In early January, after another call to the switch girl, it turned out that I could pick up the repaired phone. Upon arrival, I learn that a “software replacement” was made to repair the device, or, more simply, a flashing, which, of course, I did several times myself before giving the machine to the c / c. At the same time, the engineer did not even read the essence of the malfunction, which, as I described above, appears after a certain time after the conversation. After checking the time counter, of course, it turned out that the engineer did not call at all, that is, he could not see the defect, and for three weeks the device was in the c / c on the “software update”, which was also not updated, because There are a couple of files left in the device that I did not delete from it. That is, they did nothing at all with the phone.
He wrote a complaint, I was contacted by a representative of the Euroset reclamation department and said that some kind of spare part is required to repair the device (which one is not specified), which can be ordered, but it will take about two weeks. Since at that time (01/15/09) the device had been in the service for almost a month, I agree - I still bought a simple Fujitsu-Siemens T830 for replacement for a little money, and it is simply unreasonable to take the device from the service after a month of being in it.
February came, followed by March. The status of the device is “waiting for spare parts”, a proposal to give me a paper saying that the device cannot be repaired (which I do not need in any case, and primarily because after three months of repair I would like to pick up the repaired device).
In March, the device was still “waiting for spare parts,” so I finally decided to pick it up from the Pro-Service service center and repair it in another, for which I called the reclamation department and asked to return the device to me (03/18/2009). Today (24.03) the courier is still taking him to the point of reception.
Here is such an experience in communicating with the Euroset / Pro-Service company. There is a place to be elementary illiteracy, non-observance of any reasonable terms of repair, and all this against the background of an absolutely non-functional bureaucracy. I sincerely sympathize with people who acquire equipment in the Euroset.
PS I would like to know from knowledgeable habraly people: 1) what detail can be the fault of such an exotic "glitch"? 2) what service centers will be able to carry out warranty / non-warranty repair of the device within a reasonable time? 3) what would you do in a similar situation?