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Diamond Touchscreen stopped working...problems with 3 Denmark RMA

Hi all,
My touchscreen stopped working a week ago, no new installations, no new changes. It just stopped responding to the clicks on the screen, in the middle of a phone call. Resetting did not help, Hardreset neigher... as I got stuck at the first time boot screen where the WM wants to calibrate the touchscreen and you have to click on the displayed marks. I bought it 7 month ago so I decided to RMA it. After flushing my data, i delivered it to a local 3 butik. Since I had no doubts about the competence of the tech guys at the service center I left the Dutty Rom installed, instead of reverting to the original 3 rom.
Today, after a 3 days repair estimate they sent me a repair offer for almost 700$ for just reinstalling the original ROM since they are absolutely sure this is where the problem lies (prolly they thought Dutty ROM was magically working for months, until the magic depleted?).
So they are sending me my Diamond back, so that I could reflash it with the original 3 and RMA it again..
Has anyone else experienced this "fun"?
I guess I'll stay away from 3 next time. (Good marketing, decent people, but really awful service)

Same problem. Today returned from service. The screen has been changee. No warranty, it was 111 €.

My touchscreen stopped working, soft reset didn't help. I didn't try hard reset, so maybe it's not the same, but when I removed the battery for the moment it started working. Try it

Kemot320 said:
My touchscreen stopped working, soft reset didn't help. I didn't try hard reset, so maybe it's not the same, but when I removed the battery for the moment it started working. Try it
Click to expand...
Click to collapse
Thanks, i did try that as well, no luck. looks like there is a hardware problem.

s.magus said:
Same problem. Today returned from service. The screen has been changee. No warranty, it was 111 €.
Click to expand...
Click to collapse
s.magus, what do you mean no warranty? isn't there a warranty from HTC? Which country did you buy the phone it, and when did you buy it?
unless there is an evidence of a physical misuse (broken screen or etc.) aren't they supposed to repair on their own expense!

I have warranty, but the service does not repair it under warranty. They say, it is the users fault. Too much pressure on the screen.

The saga ends tonight
Well, there have been some developments..more of complications.
Here's the short chronology of the RMA.
1) repairman refused to look at the phone, since he said there was a wrong software. and returned the phone. they charge 44$ if their repair offer is not accepted.
2) I reflashed back to the original 3 Rom, but left the Hard SPL in (overestimated their honesty)
3) repairman refuses to look at the phone, since he said there was a wrong software. and returned the phone. this time they tried charging 49$ claiming the prices went up. I did not have any agreement with them (the paper I signed when I delivered the phone says 44$), so I did not care about what happened to their prices, I pushed on 3; 3 pushed on them, i will pay 44$ again. 3 Denmark is paying the 5$ (They are "pleased" with their repair partner)
I can't blame the repairman (I guess his doing his job)
HTC said they are not obliged to service the phone under the warranty, but the support guy shared that they do not prohibit the repair center from servicing the phone either, even if the software is different, as long as the software does not look like the error causing factor, so the choice is on the repair shops discression.
Well in case of the Number1Service (which 3 Denmark uses), I know a guy who claims his board was replaced there (screen artifacts, but replacing the screen did not help), even though he was using a coocked ROM.
There're only two explanations i can see here.
1) the repairman was smart to see that the cooked rom could not have been an issue
2) The touch module costs 19$ to buy for people like us (and a lot cheaper for the repair centers/HTC), so perhaps it was not worth looking into an issue, since they could easily get 50$ if they did not repair the phone. The repair center is not a part of HTC, so they can play both ways (either get paid by HTC, or get paid by the user)
Be warned, don't put high hope on the service people if you are on a cooked software. If you have an RMA to go through:
- Flash your original ROM back
- Flash the original SPL back
HTC will take any chance to play it's "warraty void" trick. Perhaps it's a common case for other manufacturers as well, but I don't have any experience with those.
Even in Russia (which people sometimes underestimate in terms of the legislation), if you can not get the goods serviced under the warranty due to the warranty being void, the manufacturer is required by law to analyze and prove that the factor voiding the warranty is the actual cause for the problem observed in a serviced item.
The repairshop kindly offered to waive the 44$ fee if I left the phone for their "recycling". I appreciated their offer, but I requested the the phone back.
Has anyone else serviced their phone with a cooked ROM under the warranty?

Nexus One Repair Experiences

Long story short HTC Rocks!!!!!!!
I purchased my lovely nexus one in Feb, as soon as i convinced my wife why a $529 phone was worth it.
I rooted the phone almost seconds after I unboxed it and never looked back.
4 Months later i started having problems with the power/lock key not responding.
First i thought it was a ROM issue so i tried a few debugging techniques, No such luck.
Then after research i discover this was a known hardware issue.
Crap!! I voided that warranty with a smile on my face and now i may have to pay for it to be repaired.
To hell with that, i have fixed my Palm Tungsten, Blackberry and countless other consumer electronic devices ill fix this too.
I bust out my precision screwdriver set and the case pry tool and find a dis-assembly tutorial on the net. Warranty already void i think nothing of breaking the case seals. But alas i cannot seem to repair the button.
I break down and call HTC repair hot-line. I present the following.
Do you sell parts for repair ---- No sir we do not.
Is there are known issue with the power button ---- Yes there is
I setup a repair ticket.
I tell them i have rooted the phone and am proud of it.
The rep explains that with the phone being rooted it would be out of warranty repair.
They would be re-locking the phone, which is accomplished by replacing the motherboard entirely and i would owe the $196 for that service.
I also explain that i have broken the seals in an attempt to repair the phone
The tech gulps and tells me that i will also have to pay for any damage done while disassembling the phone.
she then writes on the ticket
"Issue Description: defective power button, cx has rooted the phone, and broke the seals in an attempt to repair the device."
SO Everyone is aware that i voided the warranty, the rep the service tech
I knew i would have to pay, so i waited for the email with the quoted price and i would shell out my credit-card and suck it up.
I received an email they received my package
I checked the repair website every couple hours.
I called them every day.
I never received an email for a price authorization.
I called and spoke with a rep who told me my phone was in post-repair testing and should be shipped out soon.
WHAT!!!! THEY REPAIRED IT AS A WARRANTY REPAIR!!!!!!!
I Cannot believe it, but it is on a fed-ex truck destine for my house today!!!
Holy Crap!!!! HTC Rocks.
Is this windfall of fortune because the part that was defective was the same part they would have had to replace because of boot-loader re-locking ???
Who has other experiences.
I searched for threads of peoples repair experiences but found few. I desperately needed to have an idea of what was happening to my beloved phone

HTC seems to be honoring the warranty if it's a hardware problem, even if you've unlocked your bootloader. I haven't had problems with it, but from what I've read that power button tends to go bad. If mine does, I'll call HTC (and not mention the unlocked bootloader), then when I get the phone back I'll do the root-without-unlocking method.
But yeah, HTC seems to have pretty stellar support for their hardware. Can't complain about that.

My similar experience here, but scroll up for a bad experience with a service center outside the US: http://forum.xda-developers.com/showthread.php?p=7076177#post7076177

They sure have very good customer service in the US...but for the repair center, well I can only say they are horrible!
My experience with them here

same problem as me. Got mine back today, and rooted it again. I didn't feel like cutting the sim card slot up and stuff.

They told me that I should ship mine back to HTC because (since frf50) it's been freezing and I need to pull the battery to restart. I don't want to though.

suicide_trend said:
Long story short HTC Rocks!!!!!!!
I purchased my lovely nexus one in Feb, as soon as i convinced my wife why a $529 phone was worth it.
I rooted the phone almost seconds after I unboxed it and never looked back.
4 Months later i started having problems with the power/lock key not responding.
First i thought it was a ROM issue so i tried a few debugging techniques, No such luck.
Then after research i discover this was a known hardware issue.
Crap!! I voided that warranty with a smile on my face and now i may have to pay for it to be repaired.
To hell with that, i have fixed my Palm Tungsten, Blackberry and countless other consumer electronic devices ill fix this too.
I bust out my precision screwdriver set and the case pry tool and find a dis-assembly tutorial on the net. Warranty already void i think nothing of breaking the case seals. But alas i cannot seem to repair the button.
I break down and call HTC repair hot-line. I present the following.
Do you sell parts for repair ---- No sir we do not.
Is there are known issue with the power button ---- Yes there is
I setup a repair ticket.
I tell them i have rooted the phone and am proud of it.
The rep explains that with the phone being rooted it would be out of warranty repair.
They would be re-locking the phone, which is accomplished by replacing the motherboard entirely and i would owe the $196 for that service.
I also explain that i have broken the seals in an attempt to repair the phone
The tech gulps and tells me that i will also have to pay for any damage done while disassembling the phone.
she then writes on the ticket
"Issue Description: defective power button, cx has rooted the phone, and broke the seals in an attempt to repair the device."
SO Everyone is aware that i voided the warranty, the rep the service tech
I knew i would have to pay, so i waited for the email with the quoted price and i would shell out my credit-card and suck it up.
I received an email they received my package
I checked the repair website every couple hours.
I called them every day.
I never received an email for a price authorization.
I called and spoke with a rep who told me my phone was in post-repair testing and should be shipped out soon.
WHAT!!!! THEY REPAIRED IT AS A WARRANTY REPAIR!!!!!!!
I Cannot believe it, but it is on a fed-ex truck destine for my house today!!!
Holy Crap!!!! HTC Rocks.
Is this windfall of fortune because the part that was defective was the same part they would have had to replace because of boot-loader re-locking ???
Who has other experiences.
I searched for threads of peoples repair experiences but found few. I desperately needed to have an idea of what was happening to my beloved phone
Click to expand...
Click to collapse
you are lucky

M7 RED went for HTC repair - should i worry?

Hi
yesterday i sent my htc M7 for a repair after the motherboard died or something like that.
the phone just stopped working , will not turn on or charge with no reason, 2 months old, bought it in January and few days ago stopped working at all.
so the guys at the lab told me it needed a new board - which mean they will need to totally open it.
the main question is - do you think the phone will return a fully and scratchless?
i kept mine totally clean from scratches or dents - i even took pictures of it before sending it.
from what i know its almost impossible to fix it without ruining something els..thats what im afraid of.
mine is in RED color - and in Israel they sell only the Silver (got mine from a store that got it from Malaysa).
did anyone experienced any trouble with HTC technical support?
Thank you.

liav12 said:
Hi
yesterday i sent my htc M7 for a repair after the motherboard died or something like that.
the phone just stopped working , will not turn on or charge with no reason, 2 months old, bought it in January and few days ago stopped working at all.
so the guys at the lab told me it needed a new board - which mean they will need to totally open it.
the main question is - do you think the phone will return a fully and scratchless?
i kept mine totally clean from scratches or dents - i even took pictures of it before sending it.
from what i know its almost impossible to fix it without ruining something els..thats what im afraid of.
mine is in RED color - and in Israel they sell only the Silver (got mine from a store that got it from Malaysa).
did anyone experienced any trouble with HTC technical support?
Thank you.
Click to expand...
Click to collapse
My red One went for a camera repair. They sent it in a better condition than what I sent it in
They had polished it, etc.
No, they're experts in this. The phone ideally wont be damaged by HTC Service Centre

dont worry man , my red htc one went in repair too, motherboard died too, flashing summat wrong lol, they gave it back in top condition , not one scratch man , best of luk

They have a special machine that opens these phones without damaging it. Apparently. Personally, I believe that they just send you a new phone because mine came back with a different IMEI number for a problem that had nothing to do with the motherboard.

liav12 said:
Hi
yesterday i sent my htc M7 for a repair after the motherboard died or something like that.
the phone just stopped working , will not turn on or charge with no reason, 2 months old, bought it in January and few days ago stopped working at all.
so the guys at the lab told me it needed a new board - which mean they will need to totally open it.
the main question is - do you think the phone will return a fully and scratchless?
i kept mine totally clean from scratches or dents - i even took pictures of it before sending it.
from what i know its almost impossible to fix it without ruining something els..thats what im afraid of.
mine is in RED color - and in Israel they sell only the Silver (got mine from a store that got it from Malaysa).
did anyone experienced any trouble with HTC technical support?
Thank you.
Click to expand...
Click to collapse
Like the guy above me said, they have a tool to open it. Plus it's HTC, not the repair shop down the street. I would trust that they take the utmost care in fixing your product. Any company is supposed to do that. They made the phone, they can disassemble it with ease. You're worried because you saw these stupid people who try to disassemble their phones in ridiculous ways. They have a tool, dint worry

Thank you guys for the fast replies.
i've never had a situation when i needed the repair service before, but there is always a first time.
i'll post back when ill get the phone, hope it will be as good as new

ASUS customer service is ****

Hi - STORY TIME!!
So when I got my phone, I was very happy. I got everyone in my family to get the same one: zenfone 2 laser.
But now I am so fed up with this company it is ridiculous.
My phone has had issues since the beginning, because everytime apps updated it shut down. And then other random times it would just die for seemingly no reason.
Over a month ago I got an RMA from ASUS.
I sent in the phone immediately, and waited a couple days until it arrived at the facility.
Finally, it arrives, and what do I find out? They gave me the wrong repair center address and they need to forward it to a different repair centre in another state. They're going to do that the next business day (which happened to be 2 days later).
6 days go by after they sent it out, and it finally arrives at the new repair center.
Now, 18 days later, the RMA site still says a repair is in progress. I have been emailing them back and forth trying to get a proper answer. They finally told me yesterday what's going on.
"we apologize for the I convenience this issue has caused you, the repair facility have found an issue with your motherboard that is not common and have to contact our headquarter in regard with this issue. They are currently waiting for a man advise that will cause the delay of the repairs for your device."
Are you kidding me? Basically the motherboard is ****ed and you don't want to just replace the phone like you should be doing? And 18 days to contact headquarters and find out what to do?! Is that a joke?
I'm usually pretty chill and calm and nice about these situations, but this is ridiculous. It's been over a month since I saw my phone.
Has anyone had a similar experience? What did you do about it?
Am I being unreasonable here? I just don't see how this kind of customer service is acceptable.

I just had an awful experience with them myself. Asus literally sent the wrong update OTA to my ZE551KL. I kept my device 100% vanilla, didn't muck around with root, etc. and still ended up in a bootloop. I tried to install the latest firmware from their website to get it working, and yet it told me the version I had was newer. When I contacted them, they told me I'd have to send it in.
So I was literally forced to install a new recovery and unlock it just to get my device working again. Asus makes great hardware, but unless you have one of their high-end laptops (which I do), the customer service for everything else is terrible. PM me if you want, I have some corporate emails I used to get some problems rectified a few years back.

a week after the purchase i've had a problem with the back cover, it was completely covered in stains, so i've contacted asus support and they made me ship the complete phone to rma after a tedious procedure on the site and after ask a thousand times the same things.
After 10 days the phone came back with a new cover, but...
the warranty seal on the screws was ripped, so no more warranty
the proximity sensor was not working
the gps was not working
The support didn't responded me anymore, and also they have denied the zencare warranty saying that the back cover is not an hardware component
asus support is made by a bunch of clowns and the quality of their products is inexistent.
I've resolved my problem buying from ebay a phone with broken screen and using it to replace the mainboard, but guess what? on my phone there was some parts missing...
I'll never buy an asus product again in my life, same as my family and my friends.

I had a positive experience while dealing with Asus Service Centre, I had completely bricked my phone while trying to flash a pre-rooted firmware. So I handed over the phone directly to the service centre and I got back the phone after 1 day. Do one thing send a direct email to the zonal head of your area and inform him/her about your predicament, I'm sure something good will come out.

I think.... u get a fault phone.... when u buy a phone....
And electronice device when u repair then if u have 1 error after u can have an error different...

Asus zenfone 2 laser
valkyre said:
i think.... U get a fault phone.... When u buy a phone....
And electronice device when u repair then if u have 1 error after u can have an error different...
Click to expand...
Click to collapse
guys if you really want to use a nice zenfone..switch to cm13..coz it never gets messed up...i personally feel awesome after flashing cm13 and custom kernals.. AND HAVING ALL FACILITIES OF A ROOTED DEVICE..

I have a feeling they will sell very few of their premium priced ZF3's to anyone who has had experience with their customer service in the past.
When you could get a ZTE Axon 7 with a really good 2 year warranty for 400 USD, Asus doesn't have much to offer in my mind. They STILL haven't released MM for the first and most expensive Zenfone 2 models with Intel hardware.

Sony broke my phone... What should I do?

Hi, all!
I've never thought I will write this story on some forum but now I'm totally clueless what should I do...
I was a happy owner of Z1 Compact with root and Android 4.1.1. After one year the headphone connector stopped working.
Official repair gave me a Z3 Compact in return. Cool!
After 5 months the jack connector started pausing the music, later one channel stopped working. Phone was rooted and running 4.1.1 same as previous. I've sent it to official repair centre and it returned 2 days later. Broken. Touch screen is not registering touch, image on the screen sometimes flickers and shifts to 3 different colors (broken motherboard?).
Oh, and headphone jack is still broken.
After contacting Sony and repair centre I was told that my warranty has ben canceled because of unauthorized changes in phone (root? they never told me).
I've exchanged emails for over two months and nothing. I've lost my phone.
What do you think, what should I do? I'm afraid that if I go to court I will be smashed to pieces by their lawyers and it will cost me much more than a new phone...

milu_ said:
Hi, all!
I've never thought I will write this story on some forum but now I'm totally clueless what should I do...
I was a happy owner of Z1 Compact with root and Android 4.1.1. After one year the headphone connector stopped working.
Official repair gave me a Z3 Compact in return. Cool!
After 5 months the jack connector started pausing the music, later one channel stopped working. Phone was rooted and running 4.1.1 same as previous. I've sent it to official repair centre and it returned 2 days later. Broken. Touch screen is not registering touch, image on the screen sometimes flickers and shifts to 3 different colors (broken motherboard?).
Oh, and headphone jack is still broken.
After contacting Sony and repair centre I was told that my warranty has ben canceled because of unauthorized changes in phone (root? they never told me).
I've exchanged emails for over two months and nothing. I've lost my phone.
What do you think, what should I do? I'm afraid that if I go to court I will be smashed to pieces by their lawyers and it will cost me much more than a new phone...
Click to expand...
Click to collapse
Sorry, I know it's not very helpful, but I would recommend always removing root and restoring to stock firmware before sending any device in for warranty work. I hope someone can help, but I would say that Sony now have your IMEI blacklisted and you're scuppered.
Maybe try with the shipping company and see if it's insured up to a certain amount perhaps?

Cadabena said:
Sorry, I know it's not very helpful, but I would recommend always removing root and restoring to stock firmware
Click to expand...
Click to collapse
I have thought about it but decided against - based on two previous cases when they didn't care about the root...

Hi @milu_ , here is direct from sony:
Code:
Is the repair will cost?
If the problem is covered by warranty, repairs will be free.
If the problem is not covered under warranty or if the device is out of warranty, you will get a quote for the cost of repair. If you do not want to pay for the repair, we will return the device at a cost of 28.58 EUR. The cost includes the exam fee, shipping and administration.
After selecting the device can access information about the warranty and some price indications repair out of warranty.
So basicley , ask Sony to send you the phone as it is !.. You only be charge of 28 euros for check the phone and shipment !
Then remove the root and send it back

sebaa123 said:
Hi @milu_
So basicley , ask Sony to send you the phone as it is !.. You only be charge of 28 euros for check the phone and shipment !
Then remove the root and send it back
Click to expand...
Click to collapse
Hi, thanks for input The problem is that I have received the phone back. They didn't ask me for any money for shipment or repairs. They've just sent it back and canceled my warranty.
I've asked them why they didn't ask me for money for the repair. They didn't mention anything that would resemble a answer to that question in around 20 emails we exchanged.
I've asked them if I could send the phone to them for repairs that I would pay for. They replied that my warranty is no longer valid. One woman from Sony (to whom i talked on the phone) said something along the lines "sorry but now you have no business with Sony" and the case is closed.

i always re-flash my Z3 compact before i send it to repair

Try getting legal or consumer advice from wherever deals with this kind of thing in your country.
Here in the UK although they could try and cancel the warranty, it doesn't remove automatic consumer protections under law. Sony would have to prove rooting caused the defect, otherwise they are still liable for the repair even without warranty.
But this would have to be done all in court, and most will not want to bother (even though county court is actually pretty cheap here and easy to do).