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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!
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.
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
sasha101 said:
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
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HTC covers for 1 yr. Tmobile will just say call HTC.
xsnipuhx said:
HTC covers for 1 yr. Tmobile will just say call HTC.
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Not true, I'm on my 5th tmo warranty replacement, bought my phone in march.... if this breaks I get the option to swap to any other color or an MT3G.... being a RadioShack employee we become a T-mo retailer in 20 days... ima play with for a couple weeks and maybe sometime before my warranty is up this one will somehow wind up defective...
And that applies to ANY new phone including new phones sent as warranty replacements, eg my current g1 was a new replacement so even though my orig purchase was march this one carries a one year warranty from the date I first put my sim in it.... 3 days ago
sasha101 said:
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
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TRUE ...they jus send u a replacement & charge u $10 for shipping & u send ur old phone back in the box they sent ur new 1 in
BUT the new phone they will send u will be REFURBISHED!!! NO IF &S OR BUTS
Again not true the warranty replacement bin so to speak has a mix of new and refurb g1's its luck of the draw what you get... call tmo and ask when your warranty expires, if its a year from the date of you got your last new phone, then you got a refurb, if it's not then you got a new one, eg my phone has a one year warranty from one year from tthe day I popped my sim in it, not a year from the day I bought my 1st g1 in march
Tmo will send you a replacement, as others have said. If you call HTC, they too will cover it, however you have to send it to them and they will repair the problem(s) and send back your unit.
This is also the only way someone like me can get a G1 fixed, as I bought mine secondhand from CG.
I have ACTUALLY gone through this process with t-mo. I also now work for them. If you call them and you within the 1 yr waranty you get one sent though a third-party company which also handles insurance replacements. You can ask for a different collor, but it is pointless considering the device you recieve won't come with a batter, battery cover, or cables. As far as refurbs go it depends on what is in stock at the closest warehouse of said third-party. If there are new ones in stock that's what you get. You nor t-mo can ask for new versus refubished as already stated it's the luck of the draw.
The majority of what these loons say isn't true. Also, for future assurance of not paying out the ass for a new phone just pay the measley $4 a month incase it happens again next year.
P.S. ESKIMO if you are hoping your device might suddenly become "defective" what I have done is re-flash the old dreaming.nbh and the flash haykuro's broken SPL. Instantly causing your phone to brick (forever). Give t-mo a call and you'll have a new phone in a weeks time .
Lol thanks but that's only number one on my list of way's to break this sucker.... I did mention om on my 5th g1 in 5 months
And while tmo may not be able to request new or refurb the warranty replacement mgr I spoke to and have the cell number of, said they may know weather they are currently shipping one or the other out of a warehouse.... its a simple as checking the warranty attached to the IMEI 90 warranty (or remainder of current) is refurb 1yr is new.... every tiime
How is this possible, i got the insurance thing from t-mob and they told me, in case the phone was stolen, broken etc etc. i had to pay a deductible price of $130 ????
If your under warranty then the only thing extra insurance covers is loss or theft.... and technically water and screen dmg cuz you could LOSE it
ESKIMOn00b said:
Again not true the warranty replacement bin so to speak has a mix of new and refurb g1's its luck of the draw what you get... call tmo and ask when your warranty expires, if its a year from the date of you got your last new phone, then you got a refurb, if it's not then you got a new one, eg my phone has a one year warranty from one year from tthe day I popped my sim in it, not a year from the day I bought my 1st g1 in march
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cool, I *work* for t-mobile in the PDA dep (so I support G1 yay) and didn't even know this. Though I had suspected it, as I'd noticed the discrepancy in that some warranty replacements would show 1yr instead of 90days or existing as we always advise customers.
superGOAT said:
I have ACTUALLY gone through this process with t-mo. I also now work for them. If you call them and you within the 1 yr waranty you get one sent though a third-party company which also handles insurance replacements. You can ask for a different collor, but it is pointless considering the device you recieve won't come with a batter, battery cover, or cables.
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whoa several things wrong there. First, $4 isn't the cost for insurance, it's $5.99 if you get the extended warranty (which I certainly would if you're going to have it at all) and $4.79 if you only get insurance.
Also, if you are within the 1 year warranty, T-Mobile will replace your device, but we certainly don't refer you to anyone else to do it, and you can CERTAINLY NOT request a color change. There's no way for us to do it! If you have insurance, and the phone is physically damaged, is the only time we refer you to a Assurion. You claim to work for T-Mobile but you definitely don't seem to work in PDA or any other support department that actually does exchanges.
ESKIMOn00b said:
If your under warranty then the only thing extra insurance covers is loss or theft.... and technically water and screen dmg cuz you could LOSE it
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On this, this is incorrect. The insurance covers anything not covered under warranty. You can throw it against the wall, break the screen, cook it in the microwave, etc, and they'd still send you out a new phone for the deductible cost. You could theoretically even say you lost the phone, pay $130 for a replacement, and then sell the original on eBay for a profit! Though the prevent this type of thing by banning you from insurance if you have more than 2 insurance claims in 1 year (Assurion will do this, not T-Mobile)
EDIT:
Wow, after reading further in this thread..... you guys have a real confusion on how warranty, insurance, and multiple exchanges work! I'd say - call t-mobile and ask to speak to a rep and see what actually happens.
The basics:
1: You bought the phone from eBay or got it from "some guy": Call HTC and see what they can do. T-Mobile can't help you.
2: You bought the phone from TMobile: T-Mobile handles warranty, Assurion handles loss/theft/accidental damage. You can't change color or devices.
3: You've had multiple exchanges of the same device (more than 3 in 90 days): You can change the device, but you can't pick what device replaces it (we tell you) and you can't pick the color. You won't get a MyTouch for a G1 (lol, I wish). You'll likely get a Dash or Blackberry, but that is determined by the warranty system, and you can only take what it offers or your same device back.
4: You bought the phone from TMobile, you've had multiple problems, you hate the phone, etc and you DON'T like what the system offers you on step 3. Talk to Loyalty and they'll give you a cheap upgrade. Probably not to a MyTouch as that is kinda the same phone, and we know what you're doing.
5. You have a G1 and want a free MyTouch. Not gonna happen. Nope.
So i had an HTC One phone from T-Mobile stolen from me in my city's mall and when i called it on an AT&T store display iPhone some dude said he had it! I told him to meet me in front of the mall and he never did :/
anyways we got the phone number deactivated now because of it being off, and T-Mobile told me to go to Phoneclaim.com, so i did and filled out a form with Asurion, and all i need to do is enter the Credit card details but what i am wondering is if the phone i receive will be new or refurbished?'
Here is what it says on the Insurance Details
Device Details:
HTC
ONE
Standard
$175.00 ( Which was the original price when i payed for the upgrade to this phone)
I hope Standard doesn't mean refurbished
More than likely it will be a refurbished phone that is what happened to me with gs3 so I just took insurance off it it's good at times but when they give you a refurbished phone is kinda of a draw back
Sent from inside the T.A.R.D.I.S
You will get a refurbished unit. If they are out of refurb you will wait a while, if its too long they may spring for a new one or provide you with a phone of equal value.
They are not required to give you a new phone. The phone you lost was used and thats pretty much what they replace it with.
Careful they send out junk sometimes
Sent from my dlx using xda app-developers app
fireflamesniper said:
So i had an HTC One phone from T-Mobile stolen from me in my city's mall and when i called it on an AT&T store display iPhone some dude said he had it! I told him to meet me in front of the mall and he never did :/
anyways we got the phone number deactivated now because of it being off, and T-Mobile told me to go to Phoneclaim.com, so i did and filled out a form with Asurion, and all i need to do is enter the Credit card details but what i am wondering is if the phone i receive will be new or refurbished?'
Here is what it says on the Insurance Details
Device Details:
HTC
ONE
Standard
$175.00 ( Which was the original price when i payed for the upgrade to this phone)
I hope Standard doesn't mean refurbished
Click to expand...
Click to collapse
Great question fireflamesniper!
We strive to provide like-for-like replacement devices for our customers. We do use both new and remanufactured phones in order to achieve this goal. While we can request a new device, it's always based on availability at the time of your claim. Rest assured, all of our remanufactured phones use 100% OEM parts. We are so confident in the quality of these products that all of our phones do come with a warranty and we will replace your device at no charge if it has a warranty failure. Please let us know if you need assistance filing your claim.
We are here to help!
Thanks!
Asurion Social Media Team
@AsurionCares