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My AT&T Tilt/Kaiser LCD screen was cracked, and I called HTC (1.888.617.1113) just now (Oct 30). HTC told me that they do not provide any service/RMA for this model for the time being. Asking when will the service be available? The answer is "Not Sure!" This is quite disappointing!
So, watch out your Kaiser/Tilt. Use it carefully.
I asked how much it costs me to replace the LCD once the service is avaiable. The estimated cost will be from $120 to $180.
Is what you have AT&T branded or HTC branded?
this is normal, and it's the same in most counties, if your at&t messes up, you take it to at&t for repair, it's like that for most carriers, if you have the HTC Tytn 2, you have to send it back to whom you got the phone from, or to the county that the phone was registered to, US will not repair anything, thats because it's not officially sold yet.
thats one disadvantage buying from online store, where most of the products are imports.
kms
lostinvt said:
Is what you have AT&T branded or HTC branded?
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Mine is a AT&T Tilt. I bought it from AT&T last week. On the 2nd day, the screen cracked.
You'll need to go through AT&T for service (that's why you buy it from them). Perhaps they'll offer you a "refurbished" model in exchange...
Alternatively, if you purchased by a qualifying credit card, you might want to pursue a "purchase protection" route. This phone (like all PDA devices) is explicitly not covered by AT&T's insurance providers.
Don't shy away from a refurbished unit, they are so new, most likely you will get a new one. That's what happened with my 1st 8525 that failed in the first few weeks, I got a new one.
Maybe this helps: http://forum.xda-developers.com/showthread.php?t=337102
aaronwms said:
Mine is a AT&T Tilt. I bought it from AT&T last week. On the 2nd day, the screen cracked.
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Take it back to ATT -had issues with my 1st Tilt, and they replaced it-no problems. + it's on a 30-day, no questions asked return. They didn't give me a hassle at all.
goestoeleven said:
You'll need to go through AT&T for service (that's why you buy it from them). Perhaps they'll offer you a "refurbished" model in exchange...
Alternatively, if you purchased by a qualifying credit card, you might want to pursue a "purchase protection" route. This phone (like all PDA devices) is explicitly not covered by AT&T's insurance providers.
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why do they offer insurance for $4.99 per month if they will not honor a phone replacement? I have the option to add insurance.
unless insurances has been purchased, i doubt at&t will even do anything, crack screen is not covered under any warranty.
kms
Fastkill said:
why do they offer insurance for $4.99 per month if they will not honor a phone replacement? I have the option to add insurance.
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AT&T explicitly told me in the store that there is NO insurance available for this phone, and I have a premier account, so unless you know something the rest of us don't, insurance is NOT available.
Yes, it's ridiculous that you can add the option to include the insurance, but if you try and make a claim, they'll tell you that all PDA's are excluded from the plan.
If you're already paying for insurance, call AT&T and demand a refund (they'll give it to you and confirm that PDA's aren't covered).
You might be able to add insurance but its up to the consumer to know what they are adding if they do it themselves. On the ATT Insurance page they explain the entire process and list a link for Ineligible Devices. Problem is most people click thru without learning what they are adding thinking they know.
Insurance Homepage
http://www.wireless.att.com/learn/basics/choosing-features-services/wireless-insurance.jsp
Ineligible Devices
http://www.wireless.att.com/learn/en_US/pdf/IneligibleEquipmentList.pdf
Mario_Nissan said:
Maybe this helps: http://forum.xda-developers.com/showthread.php?t=337102
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First of all, I took my Tilt back to AT&T, and they refused to swap me with a new or refubrished phone. They won't exchange any phone with physical demage (in my case, a crack screen) once I left the door the day I purchased the phone. Also, AT&T won't sent back the phone to HTC for me. I have to do it by myself. I bought the phone in Daly City, California AT&T store, they have lots of lousy people working there especially the assistant store manager, so erogant and bad attitude. For that, I have formally complainted him to customer service already.
Luckily, I purchased the phone with American Express card, and I can get purchase protection from AE. That's why I called HTC, and they said they are not providing any service for Tilt/Kaiser now. I was suggested to call back in two weeks checking the availability of the service.
Because of your thread, mario, I bought the LCD screen from Nicholas. The shipment is on its way. I followed your instructions in the thread, and unscrewed 4 screws at the back of the moving part, I dared not to go further because I cannot remove the case. Any technique you can share with me? I won't try again until I physically receive the shipment from Nicholas.
aaronwms said:
First of all, I took my Tilt back to AT&T, and they refused to swap me with a new or refubrished phone. They won't exchange any phone with physical demage (in my case, a crack screen) once I left the door the day I purchased the phone. Also, AT&T won't sent back the phone to HTC for me. I have to do it by myself. I bought the phone in Daly City, California AT&T store, they have lots of lousy people working there especially the assistant store manager, so erogant and bad attitude. For that, I have formally complainted him to customer service already.
Luckily, I purchased the phone with American Express card, and I can get purchase protection from AE. That's why I called HTC, and they said they are not providing any service for Tilt/Kaiser now. I was suggested to call back in two weeks checking the availability of the service.
Because of your thread, mario, I bought the LCD screen from Nicholas. The shipment is on its way. I followed your instructions in the thread, and unscrewed 4 screws at the back of the moving part, I dared not to go further because I cannot remove the case. Any technique you can share with me? I won't try again until I physically receive the shipment from Nicholas.
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If you are still within your 30 days call AT&T customer service and explain to them that the screen has malfunctioned they will send you a replacement overnight. Definitely not greater than 2 business days. The same happed to me when I bought my 8525. It wasn't the screen it was the keyboard, but I was never charged. I took it into to two different at&t stores and was told something the same as you. I'd had the device about 1 week at the two week mark I called 800-331-0500. The gentleman took my information over the phone my replacement arrived the next business day. If you are outside of the 30 days, ask them to transfer you to warranty department. They will send you a refurb unit. I know this because they first tried to connect me to the warranty department to be shipped a refurb unit until I pointed out that I was within my first 30 of my contract.
The stores make there their money from hardware and accessories. The company makes it's money by keeping you as a customer.
Hope this helps
Why not skip the bastards at the store? Call up CS and chances are, if you keep a pretty good attitude, they'll hook you up with a replacement.
Calling repeatedly sure beats driving down and asking of them in person, especially if you know they're jerks to begin with. Over the phone, get a jerk, hang up and call again.
Last resort, thy pocket pc techs
http://www.pocketpctechs.com/main.asp?area=home
They do some repair work. Not sure if they are able to get parts for the Tytn II, but it seems they are at least fmailiar with things of this nature.
Yea... NO PDA INSURANCE through ATT !!
...that's probably the ONLY thing I miss after switching from Verizon! Vzn does at least honor PDAs on their insurance plans. If ATT had offered it, I would have bought the Tilt instead.
My two options were 1) the local (Chicago) store I bought my TyTN II from offered an extended mechanical warranty at the time of purchase for about $150/yr. They will replace it if anything goes wrong...but there are LOTS of exceptions and clauses in the warranty! 2) I could specifically add the TyTN II to my home owners insurance policy.
For me, this was the best option since it covers mechanical, theft, drops, kicks, splashes (etc) and it won't cost me anything but a small deductible unless/until I ever need to make a claim.
TEC
I too cracked the screen on my TyTN II. I do not have the Tilt version, but I am using it in the USA with AT&T service. I called HTC USA over a week ago and they told me they do service the TyTN II. They gave me an RMA and I shipped it to them last week. They should have received it Monday. I'll keep you posted if they are able to repair it. I also contacted PPC Techs who have the screen on order and are expecting to receive it by Nov 9th. I have used PPC Techs before. They charge a similar price to HTC, $169. They did a great job repairing my former Pocket Loox 720 screen. They had a great turnaround time. I overnighted it to them Monday and I had it back Wednesday.
bersca said:
I too cracked the screen on my TyTN II. I do not have the Tilt version, but I am using it in the USA with AT&T service. I called HTC USA over a week ago and they told me they do service the TyTN II. They gave me an RMA and I shipped it to them last week. They should have received it Monday. I'll keep you posted if they are able to repair it. I also contacted PPC Techs who have the screen on order and are expecting to receive it by Nov 9th. I have used PPC Techs before. They charge a similar price to HTC, $169. They did a great job repairing my former Pocket Loox 720 screen. They had a great turnaround time. I overnighted it to them Monday and I had it back Wednesday.
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Thanks for your advise.
I did call HTC a week ago, and, by then, they do repair Tilt/Kaiser/TyTN II. In fact, I was asked if I want to send my Tilt back to them. If yes, they can send me a RMA number. Due to the fact that I want to compare the repairing cost with local repair shop that I did not get the RMA number. I searched around the repair shops, and NONE of them is able to fix the Tilt for me (may be it is too new model.)
HOWEVER, I called yesterday, the message had been changed. Without getting any information from me, HTC told me that they are not able to provide any service on Tilt/Kaiser/TyTN II.
bersca, you are lucky that you get a RMA number. I do suggest you to keep tracking the status with HTC. I am afraid it may take very long for you to get back you phone. Good Luck!
I wanted to do this too, as I felt it wasn't worth the price I paid ($400)
However, AT&T at least allows you to return the phone under the 30 days and replace it with the refurbished model - at only $150.00.
I really liked the phone, it's just with the graphics problem it wasn't worth the heavy price...but the new availability of refurbs let me keep this phone at a slick price.
Just thought I'd let you all know for a potential exchange! My refurb works great, and still a 1 year warranty!
shhh...telling our secret . Refurb is definatly the way to go. I wasnt going to get one becasue of the problems then i found i could get one for about 150. I couldnt skimp on that price. It was sparkling brand new looking. Like it looked brand new. Please continue to take them back so i can get my wife one also...
myv6mustang said:
shhh...telling our secret . Refurb is definatly the way to go. I wasnt going to get one becasue of the problems then i found i could get one for about 150. I couldnt skimp on that price. It was sparkling brand new looking. Like it looked brand new. Please continue to take them back so i can get my wife one also...
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I just hope your wife doesn't fet the one I turned in within the 30 day period. (I traded for another new one in early December - No refurbs available at that time) Anyway it got to the point that people couldn't hear me unless I soft reset the phone right before I called.
I guess a reflash would probably fix that, but I just switched it out for a new one. The cover over the media card slot was quite worn because I wasn't able to get craptive sync working right at the beginning and to get stuff on the media card I was having to take the card out repeatedly and putting it into a USB adapter.
-Jay
Wow, just stumbled on this....
I just ordered 2 refurb 8925s earlier today (to replace the 8125s my wife and I have used for the past 2 years). I decided to start reading the kaiser forum this afternoon in anticipation...
Total was under $400 for both (shipping included)...mine actually qualified for an additional $50 off ($149 for mine; $199 for hers) and a waived activation fee.
We will see if it was a good deal.
http://www.newegg.com/Product/Product.aspx?Item=N82E16875998228
Tilt's are always $175 brand new here with a contract.
agreenagent said:
http://www.newegg.com/Product/Product.aspx?Item=N82E16875998228
Tilt's are always $175 brand new here with a contract.
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OK, unless you already have a contract with AT&T or are doing a family plan....
beware of those internet deals. they require you to keep the PDA data plan for 6 months in order to keep that price. If you dont, you could get billed for the Tilt's full price.
cproaudio said:
beware of those internet deals. they require you to keep the PDA data plan for 6 months in order to keep that price. If you dont, you could get billed for the Tilt's full price.
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They don't bill you for it, they deny you the rebate... usually places like that have 2 rebates setup. one that you file immediately, and they mail the rebate after you've had active service for 30 days, and the second is not issued until you have had service for like 6 months.
-Jay
Jay2TheRescue said:
They don't bill you for it, they deny you the rebate... usually places like that have 2 rebates setup. one that you file immediately, and they mail the rebate after you've had active service for 30 days, and the second is not issued until you have had service for like 6 months.
-Jay
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some places......like amazon, they give a "conditional discount", where u need to keep service for the next 6 months
What trials and tribulations did you have to go through? What was your end result and were you happy with that end result? Here's a brief outline of what i went through.
I recently bricked my phone and had to spend almost 2hrs at an ATT store making arrangements to get it replaced under warranty. Since i bought my Tilt on Amazon (got a deal w/a new line of service for $50 usd.) Amazon told me to talk to ATT, ATT said talk to Amazon, ATT told me to go talk to the local repair shop. They were closed, and i had no phone cept the paperweight that was my Tilt. Since all this was on a Sunday everything closed early and i ended up buying a cheapo "Go" phone to use.
Called ATT warranty support from work, they said they never even saw the Tilt on my plan but they did see that damn Go phone. Thats when i was told to go to the store and show some ID and what not. Everyone was really helpfull at the store and after waiting on the phone at the store, we eventually got to the people that can replace the phone.
The only thing that sucks now is that i'm getting a refurb as a replacement, but beggars can't be choosers.
I do have a few questions now though. Right now the phone doesn't start up at all, should i worry about ATT spotting what i did wrong? If so should i find a large and powerful magnet in the hopes of corrupting or erasing the data on the phone? I'm just curious what other's went through having to replace their phones and am only partially kidding in regards to magnet thing.
I'd also like to stress that i'm not asking for any criminal malfiesence, just the story you have and how hard/easy was it for you to get your phone replaced. It doesn't have to be an ATT phone either.
I also bought my Tilt through Amazon on their $50 deal last month, and mine experienced the Red Light of Death RLOD within 2 weeks. Took it to the local ATT store, they said I needed to deal with Amazon since the phone was less than 30 days old.
Went to Amazon.com, filled out the forms to return/exchange the device and within two days, I had a new Tilt. I can't believe how easy it was. During those two days, I went back to my old Symbian powered Nokia 6670.
Before I packed up the old Tilt in the box to return, I tested it with the new battery, and it booted up (which allowed me to reset the device)....so for grins, inserted the old battery into the new Tilt and experienced the RLOD, so in my case, my dead Tilt was due to a defective battery.
Lessons that I learned...1. if my new Tilt dies, make sure the guys at the ATT store give me a new battery to try. 2. Keep a spare charged GSM phone in my cars in case if my Tilt dies while I'm out (I was a T-Mobile/Voicestream customer for 10 years before switching so I have a box full of GSM phones). 3. Amazon.com is really easy to deal with.
Snowreaper said:
-snip- I recently bricked my phone -snip-
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And because you broke it, it's AT&T's responsibility to replace it?
That being said, when I first got my 8525 after my Wizard died, I bought it from ebay and it developed a problem. Call up AT&T on the hardware line and tell them that your Tilt won't turn on anymore. If they give you static, ask for a supervisor. You'd be very surprised how well the "supervisor game" works is all situations.
I bought mine from NewEgg & around 30 days in "up" on the d-pad stopped working 90% of the time. I took it to an AT&T store, showed a rep the problem & he gave me the number for the warranty exchange. I called them up, explained the issue & 2 days later I had my newly refurbished phone (verified with ~1 hour inbound & outbound usage each). The new one seems to be working without issue so far.
Overall I'm satisfied with the AT&T support on this considering they don't offer any paid extended coverage on the phone anymore.
Hey everyone, I'm a new poster here and new to Windows Mobile. I've used Palm in the past but made the switch to an 8525. I've had my eye on the Tilt for a long time and am considering buying the refurbished model which goes for a rather modest $149.99.
The reason I'm cautious about buying the Tilt refurbished is because in the 5 months or so I've owned my 8525, all the buttons on the top of the phone excpet for the directional keys have stopped working along with intermittent failure of the memory card slot. I've found that this issue is fairly common among people who have the phone, but I have no warranty so I'm out of luck.
Would anyone caution me against the Tilt refurb? Should I spring the extra money to get it new? Also, my SIM is rather old... Do I need a 3G SIM to use the network?
KentM said:
Hey everyone, I'm a new poster here and new to Windows Mobile. I've used Palm in the past but made the switch to an 8525. I've had my eye on the Tilt for a long time and am considering buying the refurbished model which goes for a rather modest $149.99.
The reason I'm cautious about buying the Tilt refurbished is because in the 5 months or so I've owned my 8525, all the buttons on the top of the phone excpet for the directional keys have stopped working along with intermittent failure of the memory card slot. I've found that this issue is fairly common among people who have the phone, but I have no warranty so I'm out of luck.
Would anyone caution me against the Tilt refurb? Should I spring the extra money to get it new? Also, my SIM is rather old... Do I need a 3G SIM to use the network?
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I'd caution you to search for the SAME questions that you are seeking answers to. I've read the threads myself in the past so I know they are out there.
Get it
I purchased a refurbished tilt from AT&T about a month ago and it has been nice. i enjoy everything, well, 90% of the things about it. Not once have i looked at it as it has been refurbished. It looks and acts new. My sim was old as well, and i wound up having to use the one that was shipped with the tilt. It was no problem activating it. The out of the box Tilt had me frustrated and annoyed, but what can one expect from windows mobile. Anyway, i digress, once some decent third party apps are installed, the phone is simple, easy, and worth the meek $150 asking price. Id say to buy it. I formerly owned a Sony Ericsson K550i and would not go back.
It really depends on where your buying it from, a random online seller, direct from HTC, or from AT&T?
If from an online site, NO!!!!!
HTC or AT&T, go for it!!! Anything from an authorized retailer should gurantee it to work for a period of time, which will give you the option to return in result of a faulty device.
I bought a REFURB ATT tilt for 199.99 from ATT with a new contract. Its been working fine like a charm. so I guess its fine if ur buying from ATT or HTC. But I bought my last phone Nokia N80 from a Ebay seller. which is working fine too,
so in conclusion, Standard sellers are fine.( u get one more shot with them as a warranty), but if ur buying from Ebay or something be cautious a LOT! U might get a good deal.
ok it seems like everytime i exchange my device something goes wrong with the next one as im sure all of you can attest (on my forth exchange). The last time i brought it in they offered me a different device and of course i turned it down because tilts are the top..but now the fuze is out..how long do you think till they have refurbs avaialble..as soon as the 30 days after it was released is up? (for new device exchanges) or longer because i read in some other posts that people did warranty exchanges on their 8525's and got tilts so just wondering.
i just turned in my old tilt for a new one and asked the tech about the fuze... he said he didn't know the release date but they'll have them a month after the release. not sure on how accurate that is, but hope it helps. cheers
I would say keep your eye on the ATT website...when the Tilt is no longer available they will probably upgrade it then .
sounds right I figured it was probably a month..just hope when I exchange it I don't regret switching.. well hopedully I can test drive it in that grace period they give you with exchange by mail
When I was having problems with my Blackjack after the 4th time they gave me a Tilt.
YEAH JUST A UPDATE U CAN BUY THE ATT FUZE RIGHT NOW. ITS BEEN ON THE WEBSITE. $299 with 2year contract n after $50 MIR
I don't think they'll be handing out Fuzes anytime soon. I am sure they still have plenty of refurbed Tilts left. By the time they are offering upgrades, the 1-yr warranty on the Tilt will most likely be up.
Although I suppose that's not quite as relevant now that you can actually insure any* device on AT&T now.
* Except iPhone
When they stop offering the Tilt, they'll offer the Fuze as an upgrade from a defective item. I had an 8525 that broke 5 times. Everytime they said I had to stick to the 8525. Then on the last time, the CSR said they stopped offering the 8525 so I can upgrade for free to the Tilt.
On a side note, I played with one today and I do not like the phone. All of the features are great, but it feels like a "Klunker". Smaller screen, thick, have to pull the battery cover to get to the SD card. Don't think I'll drop 3 bens on that phone anytime soon. If I am going to spend that much, I'll spend a little more and get a better HTC item. My opinion anyways.
my friends brother told me that i could upgrade to a different phone like the blackberry bold when it got released...but i think my one year is up allready...dammit
god, i thought i was the only one calling into warranty repair every month! lol i felt like such a jackass!
i think i am on my 10th tilt? im out of warranty now but they did me a huge favor sending me another one...and im having a problem with my hardware keyboard and d-pad locking up randomly but rarely..hoping its just the custom ROM and not a hardware issue! haha
as for the fuze being a warranty replacement, dont hold your breath.
whitehooptie said:
When they stop offering the Tilt, they'll offer the Fuze as an upgrade from a defective item. I had an 8525 that broke 5 times. Everytime they said I had to stick to the 8525. Then on the last time, the CSR said they stopped offering the 8525 so I can upgrade for free to the Tilt.
On a side note, I played with one today and I do not like the phone. All of the features are great, but it feels like a "Klunker". Smaller screen, thick, have to pull the battery cover to get to the SD card. Don't think I'll drop 3 bens on that phone anytime soon. If I am going to spend that much, I'll spend a little more and get a better HTC item. My opinion anyways.
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how soon was the tilt released when they offered the switch? i guess i mean how soon do you thin the tilt will take to stop being offered?
Im sure this thread should be in general but I dont see the tilt being discontinued anytime soon Rep says its still has its own uniqueness it will be around for sometime
Agree with AT&T for once
I have to agree that the tilt has that certain "je nai se quoi" for unique-ness. I also played with the fuze and it is uber thick with a seamingly tiny screen (just felt odd in my hands). I think the tilt is at a good point functionally that it has earned a place with AT&T.
Tilt is discontinued after december i heard? (maybe here?)
And simple way around this is have 2 phones and keep one contract a year off. Once i decide on what i want, the wifey gets the old tilt.
My wife has a Palm from ATT that drops calls. We have exchanged it 3 times now. The last time I exchanged it I asked if it was a problem phone. I was told that it wasn't but ATT has a policy that they will not continually make you exchange a problem phone. After 3 or 4 exchanges you can exchange your problematic phone "for a comparable phone". I was told that I could do it the next time if this new phone acted up. You can ask about this policy the next time you have to exchange a defective phone.
I was not told of any restriction on it having to be a refurbished phone. I am sure they only want to send a refurbished phone, but will send you a new one if you truly have problems. I am always polite and jovial when I call and I have not had one problem getting what I want from customer service in 3 years.
I can contest that you can get a NEW one from warranty this is how i got my Tilt I had a defective Palm end of last year after i got it replaced 3 times and continued to have problems i asked if it was possible to get a different phone that would have the problem. The lady said yes i could get and she suggested the Tilt, They wouldnt let me get the I phone (glad now i didnt) and when i got it brand new in the box a day later.
Another jacka$$ who has had about 8 replacement tilts. Twice had defective back-to-back refurbs. CS offered me a comparable, of which there was none at the time. Recently, I asked about the Fuze and they had no refurbs in warranty exchange. They also told me that an "upgrade" would require extending my contract.
very interesting...i did not know they did this...I am currently on my 4th tilt...and my warranty goes up in late December...hopefully they might do the exchange b4 then if not ill wait for something like the HD with a keyboard...
i just called warranty 15 mins ago..they didnt have the fuze but i got the blackberry bold
I spoke w/ a rep Tuesday night. 5th tilt. Two exchanges last week alone. At the time the Bold was not available. However the Bold released when, two weeks ago? Didnt take too long for warranty to offer that phone. For what its worth a warranty rep informed me that when an upgrade is available in the warranty dept they would offer it to an individual after multi. exchanges. Someone call next week and keep us posted (or maybe something else strange will happen to mine, again).