HTC U11 - Nice Phone, Beware HTC Customer Service!!
I had the U11 for about 5 weeks, enjoying it immensely. ItÂ’s protected with Spigen Liquid Crystal case. One day, I had the phone sitting in cupholder of my car while I drove. I later pulled it out of my (front) pocket in the evening to discover crumbled glass on the side of the screen which quickly spidered out across the screen. The spot where the glass crumbled is exactly where my thumb sits when using the edge squeeze feature. The case covers this edge and does not have a scratch or a mark on it. I searched online for other people who may have experienced glass breakage. Seems to be growing concern over durability of the U11, see the test at https://youtu.be/DdRxmu2jcMs . There are some complaints about breakage from just a small fall, but my phone was definitely not dropped!! I've never had a screen crack on any smartphones in the past and I'm pretty sure that it's a defect in manufacturing. Expect that we will be seeing more complaints over coming weeks and months. It appears that HTC has had issues with parts supply, particularly glass, so also expect long waits and expensive repairs.
After hearing from HTC support that parts for the U11 were now available and repairs were running 7-10 days, I got an RMA and sent the phone back to them for repair on 7/17. I activated my older HTC One M8 in the meantime, which gives me no end of trouble with cellular radio signal and connectivity. I am barely able to make calls and rarely get data, while my wife's and daughter's iphones have no issues at our location.
Attempting to use their online repair tracking tool, I checked daily to see if the device had advanced to status of "shipped" at their repair center. After several days there was no indication that it was received so I contacted them and asked directly. On 7/25, they requested that I provide a tracking number which I did, via both phone and their online messaging system (you can't email them directly, they communicate only through their ticketing system). I tracked the package via USPS and got proof that it had been delivered to their facilities on 7/20. They advised me "not to worry" as the repair tracking tool is frequently not updated. They assured me in a message that my case was escalated to their "especial team project (SPT3)".
On 8/2, now 13 days from their receipt of my phone, I messaged them to ask about status. Their reply, which is usually delayed by at least one day, came back on 8/3 as follows: "Unfortunately, we still need to wait until the next, because we are experiencing a delay on our repair center". For the next several days, we went back and forth with me trying to get an ETA for repair of my phone and HTC sending me vague messages telling me not to worry. I did begin to worry when I realized and told them that I was going abroad at end of the following week and needed a working phone. They still could not give me any status update or cause for delay, so I told them that I would need either my phone back or a replacement by end of week. Their response included: "I would like to ask from you a bit more of your generous time to bring this event to the best results in your favor".
I tried calling HTC Support in hopes of better information. Typical hold times range from 15-20 minutes. They then asked me for tracking information all over again and I was on the phone with them for 56 minutes with no one able to provide any sort of update. I asked for a supervisor, who put me on hold for several minutes, and then assured me that someone from their repair team would call within 10 minutes. No call, so I sent another message via their ticketing system that I would have take my phone back without repair if they couldn't provide any status or ETA. This time, I got a fairly quick response saying that they will return my phone sometime in next 48 hours in its current (broken) state. They updated their ticketing system to reflect that I had closed the ticket.
In short, I'm ready to throw this phone out and go to Samsung or Apple, not because it's a bad device but because HTC is clearly struggling and can't keep up commitments, quality or service levels to remain competitive.
fm, 09 Aug 2017Go, get some car battery I'm pretty sure you won't run out of power!Hahahaha
JZ, 08 Aug 2017Pros.-Brilliant colors, better camera resolution and video.
Cons.- No 3.5 mm jack. HTC remov... morefake comment
better camera resolution? lol
camera stays 12ultra pixel
battery life is great.
you're just hater lying, nice try
MAFIA RAMA, 07 Aug 2017no jack? 3000mah batt? ouch... pityGo, get some car battery I'm pretty sure you won't run out of power!
Pros.-Brilliant colors, better camera resolution and video.
Cons.- No 3.5 mm jack. HTC removed the video editor and photo editor, they preferred to leave that work to Google wich is terrible, also they removed the htc music app that on google app your music sounds bad ugly because google app has no EQ and other features that worked better on htc music app. Has no option to download on google play.
Battery has a poor performance. Screen and cell standby drain your battery quickly even if cellphone is not in use. Came with no video calls and text messaging has no any upgrade.
I get a cellphone with better carcaza but hueco inside. Very disappointed. I have to admit that LG G6 that was my previous cellphone has a lot better features and battery stays a long time on daily basis and games, 3.5 mm jack, own photo & video editor and is waterproof also.
Dean1987, 07 Aug 2017I just switch gps, from High accuracy to gps device only. I will see tommorow does that help. ... moreif you make that switch in your GPS settings nav/map app wouldn't work properly.
it is possible to have brightness set to auto and have the slider in notifications too high.
when you are done to 10% Battery left what app and what system has used the most power and there %? (check battery usage details)
Also you should setup the boost+ app that came with the phone to optimize foreground & background apps. And activate smart boost for ram management.
If you not seeing boost+ then download it from the play store. It's a HTC app.
Dean1987, 07 Aug 2017No, i dont have games. Viber, whatsapp, uber, evernote, aliex, and amazon. Thats all. I can se... moreIt still persist. You might want to check auto sync option to your account as that might drain battery alot.
If still can't find the source I suggest you do a factory reset. It might helps
Mark, 07 Aug 2017Do u leave ur gps on all the time? Or display overly bright n not in auto? Thats all i coil... moreI just switch gps, from High accuracy to gps device only. I will see tommorow does that help. Display is on auto brightness. Everything on htc u11 is superb, accept battery... And fragile design, that also minus...for me ofc!
Sunn, 01 Aug 2017S8 or u11Can't go wrong with either one. But as U11 is great. Maybe your decision will come down to what type of screen you want? The S8's curved display or HTC's display. Because I'm sure both will perform great.
Dean1987, 07 Aug 2017No, i dont have games. Viber, whatsapp, uber, evernote, aliex, and amazon. Thats all. I can se... moreDo u leave ur gps on all the time? Or display overly bright n not in auto?
Thats all i coild think of that would shorten the SOT time.
Frog, 07 Aug 2017I have Sot around 5.5hour to 6hour per charge. If you're intensive gaming and play multimedi... moreNo, i dont have games. Viber, whatsapp, uber, evernote, aliex, and amazon. Thats all. I can send a screenshot, if you want to see. Thats why is strange for me how someone have 6+ SOT
Dean1987, 07 Aug 2017Battery life is not excellente. I have 3.5 SOT. This is not good. I have Sot around 5.5hour to 6hour per charge.
If you're intensive gaming and play multimedia definately u cant get good battery life. Even my s8+ wont hit 4hr sot on intensive heavy using.
MAFIA RAMA, 07 Aug 2017no jack? 3000mah batt? ouch... pityMost of the time those people that complain about the battery size are those who watch A LOT of YouTube videos. Even if they have a 5000mah battery inside, if u use a lot of battery consuming apps, then in the end the battery life is going to match a average user, no matter how BIG the battery is. So yeah, I feel u bro, ouch!
Battery life is not excellente. I have 3.5 SOT. This is not good.
MAFIA RAMA, 07 Aug 2017no jack? 3000mah batt?
ouch... pityWhy you need 3.5 mm headphone jack in 2017? If you require old 3.5 mm jack technology, You will get a USB C to 3.5 mm jack adapter in U11 box, so no worries about use of headphone with 3.5mm jack.
You told about battery, Size doesn't matter optimization is the main thing. Battery is one of the strong side of U 11. You can get phone with 5000 to 6000 mAh battery but the those will provide 5-6 hour screen on time. Though the U11 used 3000mAh battery, it will will support 1.5 days easily with heavy use because U11 used SD 835 power efficient chip and HTC sence UI.