Related
Frat.. My fully upgraded Tilt (Dutty Rom 6) got its USB port damaged while I accidentally poked the stylus in there instead of the reset hole.
...now it won't sync with my pc however does charge only when I plug in the dedicated wall charger into it. So, on visual inspection, I saw the 5 pins (thats how many they seem) with last two next to the reset hole "misaligned".
I've tried poking a needle and trying to straighten it back into place but didn't work and I gave up fearing further damage to the port.
basically, I called At&t and they are mailing me a replacement device but now I'm not sure if I would need to re-flash the original AT&T rom back before returning.... anyone have any experience in the returns field? The cust serv rep "read" me a disclaimer (felt like hearing my rights by a cop!) stating that if they find any liquid or other damage to the phone then I may be charged $497.00 for it as it would be considered as warranty voided.
So, no mention of any s/w changes in the disclaimer she read to me also resulting in the same. But I surely don't want to take a chance therefore am humbly asking for some input from someone who may have experience similar situation?!!
Reading the "Tilt re-flash due to not voiding warranty if having to return" sticky-thread's all 14 pages did not give me even a single post where anyone can confirm if at&t will indeed consider messing up with the s/w as voiding warranty.... unless ofcourse I'm blind..(has happened once in a while).
I've also searched on this and have not found any posts.. again, I'm mentioning this so that the mods and/or others won't burn me for not doing my homework.
Wouldnt it be easier to flash a stock rom from SD card than wait and see if they void your warranty?
Sane said:
Wouldnt it be easier to flash a stock rom from SD card than wait and see if they void your warranty?
Click to expand...
Click to collapse
Well.. I'm trying to avoid flashing the stock rom altogether. As I've noticed almost every 2nd post on the stock-rom-flashing-for-warranty sticky not having a smooth run while returning the phone to its original state.
besides.. what do you mean by "then wait and see if they void your warranty?"..
Thats exactly what I'm trying to avoid in the first place as once I mail the unit back I will have no control on the outcome unless ofcourse either someone confirms that not reverting back to the stock rom won't cause a $500 hole in my pocket or otherwise, in which case I'll have to re-flash it.
If you've flashed a different ROM then they will know and they will say you caused the damage and charge the full price for it.
they might charge you full price anyway because the usb port is damaged. it might just be easier to fix the port urself...
I know Pocket PC Techs can repair the connector in most cases:
http://www.pocketpctechs.com/main~u...T+Tilt+Sync+Connector+Replacement+Service.htm
AWESOME!!
PsyOpWarlord said:
I know Pocket PC Techs can repair the connector in most cases:
http://www.pocketpctechs.com/main~u...T+Tilt+Sync+Connector+Replacement+Service.htm
Click to expand...
Click to collapse
Thanks a million for the site. I had no idea that a service like that existed and that too specifically addressing my exact issue. I'm gonna keep it bookmarked for future.
Fortunately, I was able to stick a needle in one of the pins and push them up and then have it held there with a dab of super glue. So far, its working like a charm but if it ever fails again I'll go the above route.
This is awesome.. I was very concerned in having to receive the replacement unit as with experience of having used several pda phones over the years I've learned that the refurb units that the warranty replacement give you is got a good 50-50 chance of having some kind of hw or sw flaw.. so... I'm glad to have kept my phone.
Took mine right back to the ATT store for a damaged usb port, all they did was confirm it wouldn't read via the usb and exchanged it right there for a new one, i was told it was a 1 year replacement warranty on the phone, they didn't check a thing, give it a try, i have also exchanged one that was erased buy getting to close to a mag drill at work, although it was not a tilt they exchanged it without even batting an eye, thanks tjenus
tjenus said:
Took mine right back to the ATT store for a damaged usb port, all they did was confirm it wouldn't read via the usb and exchanged it right there for a new one, i was told it was a 1 year replacement warranty on the phone, they didn't check a thing, give it a try, i have also exchanged one that was erased buy getting to close to a mag drill at work, although it was not a tilt they exchanged it without even batting an eye, thanks tjenus
Click to expand...
Click to collapse
Hi tjenus,
You mean you brought the faulty tilt, together with the original accessories it came with, to the store and they replaced your set for a brand new, retail version, of the tilt?
What else was required, the receipt or anything?
Thanks!
Gerald
tjenus said:
Took mine right back to the ATT store for a damaged usb port, all they did was confirm it wouldn't read via the usb and exchanged it right there for a new one, i was told it was a 1 year replacement warranty on the phone, they didn't check a thing, give it a try, i have also exchanged one that was erased buy getting to close to a mag drill at work, although it was not a tilt they exchanged it without even batting an eye, thanks tjenus
Click to expand...
Click to collapse
I call BS after being a AT-T customer for years I know for a fact they don't swap out phones even at corp... Stores they tell you to call in and have a warrenty replacment shipped to you. Thats just how it works UNLESS your withen the 14 day grace period then they would probably do it. The reason they do this according to AT-T is they don't have enough stock in each store to do swap outs. You best bet is to call AT-T and have them ship you a new one and flash abck to the origanl rom they don't check the SPL version what so ever they just look if it has water damage and any other visable signs of abuse.
I returned mine
I had this same thing happen. The USB failed to work after I dropped my phone. So seeing how I could not reflash it, I ran out all the power on it, until it had nothing....it would not even boot. With all the battery drained, I knew that even if they plugged it in, they would not see I had flashed the rom....though they could have used a new battery. I took it in, and told the local ATT reseller that the USB stopped working. It was within 30days of purchase. They took it back and exchanged it no questions asked. They didnt even test it. Now, i just wont drop my new one, lol.
Good luck.
Not entirely related, but for those who purchased an HTC TyTN II and try to have it repaired in the US, beware: it is not covered under warranty here. After just under 4-weeks I found the USB port was loose and would no longer take a charge. After more than 4-weeks in HTC America and after refusing to accept their assessment of "User Abuse" and the $300 mainboard repair cost, they finally shipped it back to me, mainboard replaced via Fedex Ground... according to several HTC America reps I spoke with - there have been numerous similar cases reported to them since the TyTN II debut two months ago. Perseverence may pay off -- although I should have known better, my next purchase won't be through a parallel importer.
Cheers
hah. did this too.. called at&t and had them warranty exchange it. i just bent it back around with the stylus enough that it would work so that could revert back so i could send it back. havent heard anything from them.. so im assuming there not gonna charge me
aquanaut88 said:
Not entirely related, but for those who purchased an HTC TyTN II and try to have it repaired in the US, beware: it is not covered under warranty here. After just under 4-weeks I found the USB port was loose and would no longer take a charge. After more than 4-weeks in HTC America and after refusing to accept their assessment of "User Abuse" and the $300 mainboard repair cost, they finally shipped it back to me, mainboard replaced via Fedex Ground... according to several HTC America reps I spoke with - there have been numerous similar cases reported to them since the TyTN II debut two months ago. Perseverence may pay off -- although I should have known better, my next purchase won't be through a parallel importer.
Cheers
Click to expand...
Click to collapse
i own a tytn 2 in the usa and got the same from htc. my usb got messed up a little on its own than i stuck the stencil in there and it barely worked(had to wiggle it) anyways i found a repair center but they didnt have parts. ordered the parts from ppc techs and they sent me a different connector. its the same one in the sprint mogul which i think is a better build. so they replaced it and everything is perfect with the charging now but they did something with my hinge. its off a little. can anyone point me in the right direction to take my phone apart so i can fiddle with the hinge? any help is greatly appreciated
Hi,
I just got a Tilt from craigslist. The phone came with the At&T box, but unfortunately I forgot to get the receipt. Now the USB port is broken and I want to see if I can return for warranty.
The phone still has the AT&T ROM and infact I havent unlocked it. So will this be a problem if I just say I dont have the receipt but the rest and returned it with the box?
Please help!!!
ramnan said:
Hi,
I just got a Tilt from craigslist. The phone came with the At&T box, but unfortunately I forgot to get the receipt. Now the USB port is broken and I want to see if I can return for warranty.
The phone still has the AT&T ROM and infact I havent unlocked it. So will this be a problem if I just say I dont have the receipt but the rest and returned it with the box?
Please help!!!
Click to expand...
Click to collapse
Not unless you are the original one that bought it from AT-T they will say sorry buddy !! you could try but I would save my breath
Hi
I had the same Issue - but it was fixed inside warranty!
But I was runing "original" rom.
But the somehow made the "reset" button work strange now - So it will go back once more.
BR
Daniel
Please respond to...
http://forum.xda-developers.com/showthread.php?t=362679
So about 45 days ago I purchased a new Tilt off ebay. Big mistake but the people at Best Buy had me convinced that they stopped making them. Yesterday out of no where my keyboard went dead and my phone started acting up. Currently I can't leave my phone on without it starting the note program and recording sound clips until the memory is full.
At this point I was just wondering what my options are. Will AT&T exchange my phone for a refurbished one? Is there anyway I could sent the phone to HTC to get it repaired. Are there any reliable companies that I could send the phone to? I have heard stories about people just bringing the phone into a AT&T store and getting it swapped out. Am I out $400?
If you got it off ebay, att doesnt want anything to do with it. You can try for HTC support, but i have no idea how HTC is with that kind of stuff.
Do a hard reset, and see if that helps any.
I wonder if it's just a faulty keyboard and it's causing shortcuts to open the notes software.
What other things are happening?
Could be a cable loose inside or the keyboard circuit board could have slipped out of place. This happened on mine.
HTC wont touch an HTC device under warranty without a receipt (from original purchase) Branded devices they wont touch without them coming from the network.
Paid repairs are different, they'll carry out the repairs for you, and invoice you for the repairs. They also charge for a quotation for repairs if you dont get it repaired (£20 in the UK I think, no idea outside of the UK)
If the phone keeps recording notes, it could be something as simple as a button being stuck. my solution with old devices was to mash the buttons as much as possible, and it generally unstuck them.
If your device is 45 days old (to you) then to be fair, its not likely to be an issue that the seller knew about, as its something thats occured since then. Issues can occur at any stage in a devices life, its just unfortunate that yours has chosen now to go wrong.
If you're not looking to pay to get the device fixed, it may be something as simple as opening the case up, and cleaning around the keyboard/extra buttons and re-assembling it, but if you're unsure on how to do this, I'd recommend not trying. When I opened my old 9100 to try and clean it up, something went sproing, and I lost a spring... I could never use the bottom row on the keyboard after that.
I've had good experiences with HTC.
SpugDarktyde said:
HTC wont touch an HTC device under warranty without a receipt (from original purchase) Branded devices they wont touch without them coming from the network.
Paid repairs are different, they'll carry out the repairs for you, and invoice you for the repairs. They also charge for a quotation for repairs if you dont get it repaired (£20 in the UK I think, no idea outside of the UK)
If the phone keeps recording notes, it could be something as simple as a button being stuck. my solution with old devices was to mash the buttons as much as possible, and it generally unstuck them.
If your device is 45 days old (to you) then to be fair, its not likely to be an issue that the seller knew about, as its something thats occured since then. Issues can occur at any stage in a devices life, its just unfortunate that yours has chosen now to go wrong.
If you're not looking to pay to get the device fixed, it may be something as simple as opening the case up, and cleaning around the keyboard/extra buttons and re-assembling it, but if you're unsure on how to do this, I'd recommend not trying. When I opened my old 9100 to try and clean it up, something went sproing, and I lost a spring... I could never use the bottom row on the keyboard after that.
Click to expand...
Click to collapse
This isn't my experience.
I've had a couple of dealings with HTC UK and have been very happy:
1) Ebay-sourced Tornado failed screen - I phoned HTC and from the IMEI number they got the manufacturing date, worked out it was under a year old, and fixed it for free
2) ebay-sourced Artemis - I dropped it, bent the casing. I phoned HTC and they fixed it as a paid repair for 65UKP. This included a complete recase. When I noticed some of the buttons were a bit sticky afterwards, they did a second repair replacing the controls for free, despite it almost certainly being a problem caused by my initial dropping.
3) ebay-sourced Qtek 8500. Had a problem with the LCD failing when the clamshell was flexed. Again, phoned HTC UK and replaced under warranty.
They've been prompt, have native helpdesks, cheap and generally couldn't have been more helpful - definitely worth approaching them. This contrasts with, say, Nokia and is a major part of why I like HTC products.
Ric
Richie V6 said:
So about 45 days ago I purchased a new Tilt off ebay. Big mistake but the people at Best Buy had me convinced that they stopped making them. Yesterday out of no where my keyboard went dead and my phone started acting up. Currently I can't leave my phone on without it starting the note program and recording sound clips until the memory is full.
At this point I was just wondering what my options are. Will AT&T exchange my phone for a refurbished one? Is there anyway I could sent the phone to HTC to get it repaired. Are there any reliable companies that I could send the phone to? I have heard stories about people just bringing the phone into a AT&T store and getting it swapped out. Am I out $400?
Click to expand...
Click to collapse
The first thing u should do is figure out if it is hardware or software related. Just do a hardreset and see if that helps. If not, then its most likely hardware related.
Check in Settings - Buttons what button is assigned to the recorder (usually the one on the left side), remove that assignment.
The button must be stuck or the sensor below it faulty, so it senses that button always pressed.
Richie V6 said:
So about 45 days ago I purchased a new Tilt off ebay. Big mistake but the people at Best Buy had me convinced that they stopped making them. Yesterday out of no where my keyboard went dead and my phone started acting up. Currently I can't leave my phone on without it starting the note program and recording sound clips until the memory is full.
At this point I was just wondering what my options are. Will AT&T exchange my phone for a refurbished one? Is there anyway I could sent the phone to HTC to get it repaired. Are there any reliable companies that I could send the phone to? I have heard stories about people just bringing the phone into a AT&T store and getting it swapped out. Am I out $400?
Click to expand...
Click to collapse
landwomble said:
This isn't my experience.
I've had a couple of dealings with HTC UK and have been very happy:
1) Ebay-sourced Tornado failed screen - I phoned HTC and from the IMEI number they got the manufacturing date, worked out it was under a year old, and fixed it for free
2) ebay-sourced Artemis - I dropped it, bent the casing. I phoned HTC and they fixed it as a paid repair for 65UKP. This included a complete recase. When I noticed some of the buttons were a bit sticky afterwards, they did a second repair replacing the controls for free, despite it almost certainly being a problem caused by my initial dropping.
3) ebay-sourced Qtek 8500. Had a problem with the LCD failing when the clamshell was flexed. Again, phoned HTC UK and replaced under warranty.
They've been prompt, have native helpdesks, cheap and generally couldn't have been more helpful - definitely worth approaching them. This contrasts with, say, Nokia and is a major part of why I like HTC products.
Ric
Click to expand...
Click to collapse
Dont get me wrong, I wasnt slating HTC for their support, I'm with you on that one. I've just seen jobs that have been bounced back from them (rightfully so) and was just giving the worst case scenario, that being that HTC dont actually have to fix it.
the agent or att will not help you, you got it from eBay and even if they help it will be for extra $$ so you may well just override that idea
first thing we must be sure if its hardware failure or software failure
if its software then you need to read lots but eventually you will have to get a new ROM and start from scratch eliminate all 3rd party ( so i advice using stocked ROM)
look at this it might help http://rapidshare.com/files/103168855/HTC_Kaiser_Service_Manual_jas_pik.pdf
this is the repair manual for kaiser
Square Trade
After this happened to me the first time I got some bunk electronics from ebay, I started using squaretrade.com. They will give you a warranty at about 50% of the cost of a Manufacturer/Dealer warranty and have a five day fix/replacement guarantee.
I would like to thank everyone for their reply I can see this is a dedicated community.
Starscreamer said:
I wonder if it's just a faulty keyboard and it's causing shortcuts to open the notes software.
What other things are happening?
Could be a cable loose inside or the keyboard circuit board could have slipped out of place. This happened on mine.
Click to expand...
Click to collapse
Last night I reverted back to my factory rom but this did not fix the problem. Some odd things that I noticed that has me completely baffled is that only the directional keys (up, down, right, left) work on the keyboard but nothing else works. I tried doing a hard reset but that didn't wont since the 2 soft keys are not responding.
jahrami said:
the agent or att will not help you, you got it from eBay and even if they help it will be for extra $$ so you may well just override that idea
first thing we must be sure if its hardware failure or software failure
if its software then you need to read lots but eventually you will have to get a new ROM and start from scratch eliminate all 3rd party ( so i advice using stocked ROM)
look at this it might help http://rapidshare.com/files/103168855/HTC_Kaiser_Service_Manual_jas_pik.pdf
this is the repair manual for kaiser
Click to expand...
Click to collapse
That manual seems very complete if I can't get HTC to fix it I will attempt to fix it myself. Does anyone know if I can purchase replacement part?
There's some hope for you. I bought my Tilt off of Ebay. AT&T warranted it from the day that it hit their network with my SIM card. So although it was originally purchased from AT&T (by the ebayer seller) on Oct 17th 2007, my warranty started December 6th 2007. No receipt required. They swapped it no problem. The TILT has a 365 day warranty via AT&T.
Just make sure you deal with a service center and not the individual stores. Go to attwireless.com and search for "TILT Warranty" .. look for the service center information.
Mine was swapped with no hassle in about 5minutes (I had a rom issue). One note if you go this route, check the replacement! My replacement has key-sticking issues (the right key on the keyboard gets stuck down, etc). The speaker (for phonecalls, not external) also is a little more muted than my old one (I sometimes have trouble hearing people). I may rewarranty it.
*edit*
Here: http://www.wireless.att.com/answer-center/main.jsp?t=solutionTab&solutionId=KB64687
The service centers are contractors (I could tell by their shirts, saying "Company Name: Authorized AT&T Tech"), so I really don't think they care, as long as they can warranty it they will because it is more money for them. Just my thought.
As the above poster said, AT&T WILL do warranty exchanges on tilts bought through ebay or otherwise. I bought one off of craigslist and had it exchanged when a key on the keyboard stopped working. No problem. It is warrantied for 1 year after it is first used on their system.
The people stating otherwise are flat out wrong.
Thanks for the advice guys I was able to take the phone to a AT&T service center and swap the phone for a new one.
Richie V6 said:
Thanks for the advice guys I was able to take the phone to a AT&T service center and swap the phone for a new one.
Click to expand...
Click to collapse
No problem. Glad to hear.
It was a nice surprise for me last week, as I thought I was out $400 for a new one or stuck to using a temporary phone until the Touch Pro came.
KyleK29 said:
No problem. Glad to hear.
It was a nice surprise for me last week, as I thought I was out $400 for a new one or stuck to using a temporary phone until the Touch Pro came.
Click to expand...
Click to collapse
The touch pro is very sexy
congratulations
Richie V6 said:
The touch pro is very sexy
Click to expand...
Click to collapse
Did any of you here swap your phone with HTC and your phone was unlocked?
My phone's defects are obviously hardware: Power button failing and Screen has a gap around sides, (Dust gathers around screen everyday, have to clean manually).
Can they charge me for unlocking and rooting it, even though these issues are hardware specific? Anyone has a story to share?
During the call, the HTC Rep told me that "we will charge your credit card for any non-warranty problems." Does unlocking count as one?
yes they will charge you for having your phone rooter,cause is out of the warranty that's what they told me over the phone...
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
I just had my Nexus One (unlocked bootloader) replaced through HTC without a charge for a similar hardware defect. When I called, I didn't mention anything about it being rooted, nor did he ask. I received my replacement, HTC received my defective unit, and I was told my ticket was closed with no charge on my account.
The replacement I received has a new defect and I'm currently awaiting another replacement to swap it out as well. I don't think they care, but I wouldn't parade around talking about it. Just be courteous and flash everything back to stock as much as you can.
Ok, thanks for the info! It would be great if they didn't charge me for this.
Please keep us informed on how everything turns out. Several people have said they've had no trouble. It would be nice to get a list if reasons for RMA with success rate. I have a fairly strong feeling as long as it's hardware related and involves no root caused problem (led from n1 torch, speaker from louder music, etc.) the rate would be pretty high. HTC really, in all the times I've had any problems has been one of my favorite call centers to contact.
I have successfully swapped my phone. I had the dust under screen issue and i called them up. Not questions asked about unlocked. I got my phone and they waited a week or so and i saw my ticket was closed. Now im calling back because my replacement one now has dust under the screen also.
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Coderedpl said:
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
Click to expand...
Click to collapse
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
I got mine on craigslist too, not that AWESOME of a deal since i pretty much just got the phone (the charger barely charges) and the usb i got from a small cell store at a mall doesnt work...pfftt
so I need: Data cable, charger & car charger.
bleh
futango said:
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
Click to expand...
Click to collapse
you didn't have to show proof or purchase/receipts?
blt51 said:
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Click to expand...
Click to collapse
I'd like to know the answer to this too. My phone has a stuck pixel but I also dropped it and now there is a crack in the screen. I'm wondering if they'll charge me for the swap.
I've had my N1 replaced almost 5 times, so I have some experience with this. Everything was perfect with my first phone except for one dead pixel, which was only visible from certain angles. However, considering the price that I paid for the phone, it wasn't acceptable from my perspective.
I read a lot about people having successes with replacements so I decided to do a swap. My recommendation is to think about doing a swap very carefully. Each time a replacement was sent to me, I found new problems with the phone.
For example, one replacement had a weak vibrate while another had a camera that took oversaturated photos. One of the phones had minor scratches on the screen. Another replacement turned out to be the replacement that was sent to me which I sent back (but with a different sticker and IMEI).
So I think that if the phone is not damaged significantly, such as huge cracks, they will not charge you any fees. So minor scratches on the phone and "normal use" damage is fine.
Also, if you purchased your phone from someone else, you will still be under the warranty and do swaps. I've asked this through the phone twice and both times I was told that they decided to honor warranty transfers.
HTC gave me a new one was well with unlocked bootloader. The problem with my phone was a software issue too. No questions asked.
This is great to hear.
I traded my iPhone 3GS for a N1 on craigslist only to discover it has some sort of hardware problem - Strange rebooting - not sure if it's heat related (doesn't seem so) or bad RAM (I've seen many reports). Went the replacement route (that's another story all together - http://forum.xda-developers.com/showthread.php?t=698156) and am awaiting the new unit. Just got my return shipping label, hopefully they wont charge me either!
x986123 said:
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
Click to expand...
Click to collapse
I had my Nexus One rooted and it was sent it to HTC for "power button failure" and they fixed it for no extra charge. Came back with a more firm-feeling power button and relocked.
They tried to charge me but after some reasoning with the right person on the phone they dropped the charge. You can also file a ticket with the Google Sales team and they will make sure you are not charged if you have a manufacturing defect unrelated to your phone being unlocked.
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
adamhlj said:
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
Click to expand...
Click to collapse
Hey, I would try calling HTC again and talk to another representative if you want to do a swap for a replacement; sometimes the customer representatives tell you what they know and so they give different responses.
The warranty specifically says:
If you have engraved your phone with a personal message, the device that you receive will not include the engraving, and the engraving on the defective device will not be sent back to you. If you want to keep your engraving, you can opt for the express repair option.
Click to expand...
Click to collapse
That is, unless you want to keep the engraving.
Good luck!
Has anyone been able to dispute a repair charge and does anyone know if there would be charges if the power button was not working?
I just want to share my story and am wondering if investing $400 of repair charges on top of a $530 phone is worth it.
4/7/10 - Purchased N1 (Compatible with 3G on AT&T U.S.) from Google Webstore.
6/7/10 - Begin having 3G data & phone signal loss in New Orleans. Contacted AT&T and was told they were having tower issues in the area. Spent one week using 2G instead.
6/13/10 - Went to AT&T store to check on service. Got a brand new SIM card that worked on another phone. At this point, carrier issue has been ruled out
6/14/10 - Phoned N1 support, performed a master reset and then got transferred to HTC for warranty support. It was either replacement or repair. Chose replacement option.
6/17/10 - Received replacement phone and shipped my original phone back to them the very next day.
6/23/10 - Received email for a $196(!) repair quotation. Phoned into HTC support and was told that it was a customer induced motherboard damage. I asked for more details on the damage & charge, and customer service said that they need information from the "warehouse" and get back to me. Never heard back from CS.
7/10/10 - New replacement phone shut off by itself and could not be powered back on.
7/11/10 - Called N1 support and performed master reset which did not work. Got transferred to HTC support but a case cannot be opened because the previous case was still outstanding. The customer serivce rep confirmed that the case notes stated that I had called for more information, and they were supposed to get back to me. I was told that I need to talk to a supervisor for further support and they do not work on weekends.
7/12/10 - Called HTC support and spoke to a supervisor. Basically she told me that my options are
my options are either to pay the $196 and close the case or wait up to 48 hours to get the details back from the "warehouse". Either way, no replacement can be processed until the previous case is closed. I was told that there is no way to:
1. Get the open case closed temporarily so a replacement for my current issue can be dealt with.
2. No other person beyond the supervisor(s) I can talk to.
3. No way to escalate to the wareshouse to speed up 48 hours needed on getting the previous repair details.
4. No one can do anything else for a customer who is going through an exception situation.
5. No clear instructions on how to dispute a repair quotation.
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction. Here are somethings that I find completely unsatisfying. Neither phones have been rooted, tempered with, dropped, or water damage on neither device.
1. First let's talk about 2 defective phones.
2. Sending repair quote to customers demanding payment without more information is unacceptable.
3. Blaming customer for self-induced damange while there is a known 3G issue for the N1.
4. Not getting back to customer on repair details is also unacceptable.
5. Not being able to open more than one case is absurd. In my situation, we're dealing with 2 different issues but for some reason, one is related to the other in the system.
6. Where is the repair charge dispute process documentation?
7. The is no exception to the "normal" escalation process is a huge gap. Basically I was told that after the supervisor level, it goes to the "warehouse". No one can talk to the wareshouse without going through the 48 hour escalation process.
8. Tell customer that damage maybe water related when the battery has no record of such.
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
Hi
I faced a similar situation as you. My power button went wonky and I sent it in to HTC for servicing. It was a very tiring ordeal for me.
The HTC support (in Singapore) kept insisting that my motherboard needed a replacement and they wanted to charge me for it as I had an unlocked bootloader and was unable to claim warranty.
I kept arguing with their phone support that I just wanted my power button fixed and I was skeptical that that required a motherboard replacement. They kept insisting that I needed to replace my motherboard in order fix the power button.
As I was getting nowhere with phone support( I spent 3 days arguing with them) I made a trip down to their service center to try to speak to the engineer actually servicing my phone.
Had a similar argument with the CSO there who repeated the same BS to me and finally said she will go inside and have the engineer come out to explain further. So I waited. After several minutes (of which i believe she was informing him that there was an angry customer outside), she emerged alone and said they will wave the charges for the button repair.
Do you know what disgusts me the most about this entire ordeal?
When i finally received my phone back from them, they repaired my power button but my boot loader remained unlocked!
They did not need to replace my motherboard!
IMO, HTC simply wanted to replace the motherboard cos I had an unlocked bootloader. What better way to make easy money then to milk me with an unnecessary but expensive repair simply cos I voided my warranty. It' s unethical and personally, HTC has lost any future business from me.
It ironic as I bought my phone from Google.
caysman said:
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
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I'm putting my money on an unlocked bootloader
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
TangBiz said:
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction.
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Exactly my thought. I've had my phone repaired for almost a whole month now and I still have no hope of getting it back.
The customer service is nice but they are absolutely useless. Everything regarding the actual status of the phone has to be initiated by the escalation team or warehouse, and I highly doubt that they give a **** of the customers.
TangBiz said:
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
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Has this been resolved?
If you haven't unlocked the bootloader, then there's no reason to charge you for the repair. Definitely talk to a supervisor and don't be afraid to insist that the phone if fully covered under warranty and they need to replace the unit or repair it.
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
KidTech said:
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
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I'm getting my rooted/unlocked phone repaired for free. So yeah, it really is 50/50!
My headphone jack started wigging out and thinking there was a headset plugged in when there wasn't. I also explained that I started to see dust coming in underneath the screen in the bottom left corner.
I opted for a replacement. I got it the next day. New one is great. Bootloader was unlocked and no charge was issued.
I would be livid. How old was the original phone with the "broken motherboard"? April? Well all hardware defects are covered up to 1 year. If the phone casing shows no physical signs of abuse yet the motherboard is broken... then that is a ringer that it is a manufacture defect.... especially if you'd had the phone for 2 months.
If there are no signs of physical damage and the water sticker is clean then you have full entitlement to your warranty. This includes motherboard replacements.
The front speaker on my captivate has quit working. I purchased the phone from Best Buy so I assume I have to go though Samsung. Anyone have experience with Samsung's warantee procedures?
cypho said:
The front speaker on my captivate has quit working. I purchased the phone from Best Buy so I assume I have to go though Samsung. Anyone have experience with Samsung's warantee procedures?
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It sucks. My phone was randomly shutting down and I called AT&T. After several transfers, they connected me to Samsung warranty department. They told me I had to ship my phone back to them and they will do some diagnostics on it and might fix it or might send me a different one (didn't say a brand new one). Meanwhile, I am on my own. I probably needs to take my old phone out and use it for a week or two. Because my issue is not so major, I still haven't sent mine back yet.
You mean the one you listen to calls with? I've never heard of that one going out. The rear one is common and is typically easily fixed. I just returned mine a couple weeks ago without a problem. Bought it at Wally world but it's all ATT so you can go through them. We have a repair center in town that does returns on the spot. Walked in, told them it was shutting down, gave me another one. Wasn't new though, but a refurb.
Yea, the speaker you put up to your ear. The speaker is not actually broken, it is the headphone jack - it constantly reports that headphones are plugged in thus muting the front speaker. At first the problem could be temporarily fixed by blowing air into the headphone jack (would fix the problem for 5 minutes - 1 day) but that trick is no longer working. Sticking a plastic stick into the headphone jack and pushing to the left will fix the speaker but as soon as I release the pressure the speaker goes silent again.
That is great news that ATT will swap it for refurb on the spot. I don't know how I could do without my phone for a week or two if I had to ship it to samsung...
axis01 said:
You mean the one you listen to calls with? I've never heard of that one going out. The rear one is common and is typically easily fixed. I just returned mine a couple weeks ago without a problem. Bought it at Wally world but it's all ATT so you can go through them. We have a repair center in town that does returns on the spot. Walked in, told them it was shutting down, gave me another one. Wasn't new though, but a refurb.
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axis01, thanks again. I went to the ATT repair center and walked out 4 minutes later with a new captivate. AWESOME. Thanks so much for that tip.
axis01 said:
You mean the one you listen to calls with? I've never heard of that one going out. The rear one is common and is typically easily fixed. I just returned mine a couple weeks ago without a problem. Bought it at Wally world but it's all ATT so you can go through them. We have a repair center in town that does returns on the spot. Walked in, told them it was shutting down, gave me another one. Wasn't new though, but a refurb.
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Yeah, if there is a repair center near you, then you are in good shape. If not, you have to ship it to them and that would really suck.
Samsung warranty takes about a week or two for them to repair your phone. You wont get a new one.
Here is a list of ATNT service centers:
http://www.wireless.att.com/answer-center/main.jsp?t=solutionTab&solutionId=KB91429
You are better off going to them. Less hassle and they will give you a refurbishment phone or maybe even a new one...
Trust me. I complained to samsung about the gps. They filed a repair claim and sent me a label. They had my phone for almost two weeks and claimed they replaced the parts. Got the phone back and it still sucked. Went to my local device center and the kid swapped the phone out and it works fine now.
Contact the AT&T Warranty Exchange at 1-800-801-1101 and tell them your issue. They'll send you a refurb by mail that won't include the battery or battery cover. Once you receive the phone, you have about 10 days to return it to them or they'll charge you for it until it's returned. You send the old phone back to them in the same box they shipped it in free of charge to you.
Sent from my SGH-I897 using XDA App
make sure you make copies of all the labels on the return box, once you sent it back you have no way of tracking it without the number on the label. I read some horror stories where people were charged by ATT for the replacement phone because they could not locate the returned one in their own warehouse (they use a 3rd party shipping company and do not share RMA information!!)