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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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 have never had such a bad shopping exprience!
the short story is
i bought a brand new nexus s from them.
when i got it from the mail,i noticed the seal on the box was broken.
i wrote them an email.
and then to my amazement i was SHOCKED to find out the screen was so defective.
it had about 20 dead pixels on it.
by the way,it was sent in a bubble wrap with no external box protecting it,so i susspect it was damaged in transit,or it's a refurbished item,i am not really sure...
in anycase it's their fault.
on top of that they had not included a receipt so i had to pay the customs a 100 pounds.
i called them,and they said to me to sent it back.
i told them it's impossible for me to do that.
because due to my state's laws if i send it to them and they replace it,im going to pay an import tax again.
and i told them i lost alot of work because they did not include a receipt in the box so it was stuck in the customs for about a month,and i was stuck without a phone.
so i called them,about 20 times told them i cant send it to them and im not willing to pay another 100 pounds due to their mistakes,and be without a phone for a nother month.
i said i would accept a partial refund and will pay the rest out of my pocket.
and then they offered me the insulting amount of 20 pounds refund!
my skype credit cost me that !
and that's for an open box with a defective screen
i would advise ANYONE not to buy from them.
i am now stuck with a defective nexus s that eventualy cost me more than it would have in my country.
Here's the photo:
http://imageshack.us/photo/my-images/851/img0649pt.jpg/
Samsung...
Some smile at the name, while others will spit at it. Either way, I have a little story I wanted to share.
I recently purchased a used Samsung Galaxy S 4G off of CL for a pretty damn good price. I could go into detail about the sale but thats outside the scope of this lil story, but I assure you, I did everything right.
Suffice to say, the next day, I was feeling buyers remorse as I found a pretty significant show stopper defect with the device (there was no indication of problems during testing). Faulty softkeys. Started with random non functioning (non responsive), to random self activating softkeys. Then it would go away and be normal. Until very shortly thereafter (3 days), all functionality ceased.
Long story short here...I contacted Samsung to inquire about a repair and the cost. I indicated I purchased the device used, but that it is non functional and if affordable, Id like to get it fixed. The Samsung rep had me do some basic troubleshooting and then asked me for the Serial #. They then Indicated to me that the Device was/is still covered under Samsung warranty. They provided a shipping label via email. I mailed on Tuesday evening, they received it by Friday, kept me updated via email as to the disposition and repair status and had it back in the mail by Saturday. I received my device in a new box, sealed (minus the accessories) With a new LCD and New Screen. No receipts, or proof of ownership required. Maybe I got lucky...or maybe Samsung was standing behind their product and honoring their warranty. Either way, I wanted to give Samsung some props here and share this story.
good for u bro, but u lucked out, big time
My past 4 phones have all been Samsung's and they've all worked relatively well. They've not been high-end phones though. I used to get Sony Ericsson phones, then came To Samsung
Sent from my GT-S5360 using XDA
HTC repaired two of my fuzes I bought off eBay. Warranty is warranty from the manufacturer. You just loose all warranty help from carrier if used. But it is nice to see a good experience.
- this sig is just so I don't have to write 10char when on my phone -
Luckily I've never had any major problems with phones (I have a Samsung at the moment). Although I did have a Sony Ericsson which went in for repair multiple times till they said water damage made it beyond economical repair. Which was strange because I'm ridiculously careful with my phones and no water ever got to it. Needless to say I don't touch Sonys anymore after that.
That's why I never buy used phones, I did it once and it was broken very fast, but not worth going trough hassle off contacting the seller or warranty.
I in fact sold mine previous smartphone because I though like if it gets broken and I have no warranty then it doesn't deliver me any money anymore.
So I sold it and lets say it breaks next month, then its not mine loss or problem but that off the buyer and private buyers don't get any warranty from the seller.
The device was in perfect state, but not new of course and I used it intensive.
Hi folks,
I've had issue after issue with my HTC One Developer edition for the last six months which have been a pain in the butt and wasted a ton of my time... First the camera started to malfunction, so I had that repaired locally (with another defective camera), the local guy who finally repaired the camera messed up the screen which had to be replaced, then the top speaker blew... I was seriously considering throwing the damn thing under a freight truck and get another phone.
I decided to give it one last chance, and send it to HTC for repair. They estimated the repair between $90 and $200 as my warranty was void (I was upfront and told them the phone was rooted, s-off, opened for repairs, etc.).
Exactly 1 week after I mailed my device to the US repair centre (from Canada), A guy from FedEx handed me a package with this:
They were supposed to call me with a quote for the repairs. I had two weeks remaining under warranty and they repaired it free of charge!:good:
Sounds is so awesome with two speakers working! Love this thing!
Thanks HTC.
where do you live?
Ottawa
Sent from my HTC One using Tapatalk
Hi, I got my Moto G 2nd gen 2 months ago and when I got it there was a slight area of the screen where the glass touched the display too much, making it sorta off colour on that part of the screen like when you press down too hard except this is where the screen is always like that.
Now I feel like it has gotten slightly worse over time and want to use my warranty, however 2 months ago I unlocked the bootloader with the intentions of rooting it (I never gotten round to rooting it in the end)
I messaged moto support last night and they sent me an email saying how I can return it to be repaired but also said:
Motorola will repair and return your phone free of charge under the warranty conditions. If in the event that your phone is found to be out of warranty by the repair centre then please be advised that a quotation and handling charge may be applied. Any damage caused by using unauthorised operating systems, tampering or altering the device firmware and any signs of physical damage that were undisclosed prior to sending for repair will void your warranty and you may be charged for repair.
You can expect the phone to be repaired within 10 working days from its arrival at our repair centre but please allow additional days for postage. Please also note that Motorola do not accept claims for losses incurred by customers not following the process detailed in this message.
This is weird because on another thread on xda (http://forum.xda-developers.com/showthread.php?t=2574104) it said that even though I unlocked the bootloader, as I live in the EU I legally can get a hardware problem like this fixed by them for free as unless they can prove that unlocking the bootloader did this then they have to fix.
I don't wanna send it off and it come back as they think my warranty is void, how can I assert my rights in a situation like this to get my screen defect fixed?
Many thanks
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
ch1llahh said:
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
Click to expand...
Click to collapse
The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
Addapp said:
The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
Click to expand...
Click to collapse
Amazon have a great returns policy, you can contact them for return or refund of items out of the initial returns period using live chat. Use this link
https://www.amazon.co.uk/gp/help/contact-us/general-questions.html?skip=true
Use 'An order I placed', select the item and you can chat live with an agent. How you deal with it and what you say is wrong with the phone is then up to you.
If you're in the UK, the Sale of Goods Act is your friend, and holds the seller, not the manufacturer, legally liable for any defects in the product (the key phrases are "not fit for purpose", "not as described", and "not of merchantable quality").
In practice, this often means that you end up dealing with the manufacturer to resolve problems after purchase, since many retailers lack the facility to carry out repairs and end up being a conduit between you and the manufacturer; thus it's often easier to go to the manufacturer directly.
However, that still doesn't remove the seller's obligations under the law, and Amazon's policy doesn't supersede the law. If you've only had the phone for two months, and it was defective from the moment you received it, it's Amazon's legal responsibility to address the issue.
I would recommend requesting a full refund or a replacement with a new device. Make sure to wipe the old one before sending it back. If Amazon refuses to play ball, have a chat with your local Citizens' Advice Bureau. That said, in my experience Amazon is usually willing to abide by its legal obligations after only a little bit of to-and-fro reminding them of said obligations. I've successfully returned a few items more than a year after purchase because they should have lasted for several years (see the "not fit for purpose" mentioned above), although Amazon's initial responses were to suggest that nothing could be returned after thirty days, followed by a suggestion that I take it up with the manufacturer.
Just remind Amazon of the Sale of Goods Act's requirements, and you should be alright.
Thank you so much for the help!
I contacted amazon today rather than Motorola, and it literally took 5 minutes of live chat to get a replacement phone sent to me first class and the return label for the old one to come here. What a difference it is compared to the horrific experience from the Motorola live chat who don't even know the EU directive.
Really happy to now have a replacement coming rather than sending it to a repair centre and having no phone for a week.
Good result, and just as expected from Amazon. Their live chat system for returns/refunds is very straightforward.
I bought mine them too, not quite the cheapest, but worth a couple of quid extra for the piece of mind in case a replacement needed whilst under warranty.
Addapp said:
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
Click to expand...
Click to collapse
I unlocked my phone too and when I messed up with the system files, I sent it to 'MediaMarkt' (the shop from where I bought it), and they sent me my phone back a month later and said that it is out of warranty because of unlocking and rooting, and it was in Spain. But luckily I flashed the system files via fastboot and its working fine now.
I contacted the Citizens Advice consumers service in the UK and they replied with this:
pastebin .com/GpUxggaK (Remove Space, cant post links as I don't have 10 posts)
As a TL;DR they said to contact amazon, and that the UK actually has a 6 year warranty for faulty goods (good god thats a long time) and that they will send a complaint to the trading standards if I give them motorolas postcode and address so that's cool.
I'm expecting my new moto g to come tomorrow thankfully