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

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

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

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

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

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

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

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

Warranty Woes - help please!!

recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........

What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml

thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed

the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(

I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***

sounds shocking. Good luck mate and what country are you in?

I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.

I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...

Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days

i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...

I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.

Nexus One Repair Experiences

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

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

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

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

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

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

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

[Q] Sony Mobile Warranty experiences?

Hi people,
I bought an Xperia Z in Germany and received it 2 weeks ago. Two days later I've seen a single line in the back glass (as I've posted in http://forum.xda-developers.com/xpe...z-ultra-display-issue-1-t2515293/post52516947). I've done nothing to have that, but as I've read in many experiences, sometimes Sony just says "it's not our fault, it's misuse, you'd have to pay 180 EUR" or so and I think I couldn't do anything about it... And I wouldn't pay it and use it with a TPU covering it (and try to forget it ).
Apart from that, I have at least 3 dead pixels (only visible with the screen black/dark). I've read the Limited Warranty and they say "two pixels are considered acceptable", so I guess they will have to accept and change that.
My question is: provided they are two different problems, in no way connected one to another, if they refused to repair my back glass, would they have an excuse to also say "we won't change your display due to the misuse also"? I guess not, but I never had to sell anything to any warranty before...
And, the second question: I don't know how it is in other countries, but here in Germany they have an official service and I have to send it by post (only the cell phone, no battery or accesories) and pay myself the shipping. They never mentioned anything about the return shipping costs or any additional costs for analysing my phone. There are none, right?
When I ask these things they just ignore them and say "sent it to this address and we'll decide here and let you know"...
Thank you!

Where did you buy it? Your service partner is always the store you bought it at. So if I was you I'd contact the seller.

St.Jimmy90 said:
Where did you buy it? Your service partner is always the store you bought it at. So if I was you I'd contact the seller.
Click to expand...
Click to collapse
Hi! Thanks for your answer!
I bought it at BASE, online. That's exactly what I've tried to do since the beginning, but they don't answer. I've sent 3 emails, called, chatted, been to BASE shops, etc etc but they keep ignoring me... If you're from Germany and know where I could go because of that (consumer rights or so?), would be great . I haven't sent it with the "Widerrufsrecht" because I wanted to be sure that they would accept it and take me seriously and not say only "it's your fault, we aren't responsible for that". And now these 2 weeks are already over (I received it on April 25th)
Sony has anwered, though, but I have to pay this costs (and I don't feel it's fair, but I'd like to have it repair in less than 2 weeks, if possible).
Thanks again!

jpl90 said:
Hi! Thanks for your answer!
I bought it at BASE, online. That's exactly what I've tried to do since the beginning, but they don't answer. I've sent 3 emails, called, chatted, been to BASE shops, etc etc but they keep ignoring me... If you're from Germany and know where I could go because of that (consumer rights or so?), would be great . I haven't sent it with the "Widerrufsrecht" because I wanted to be sure that they would accept it and take me seriously and not say only "it's your fault, we aren't responsible for that". And now these 2 weeks are already over (I received it on April 25th)
Sony has anwered, though, but I have to pay this costs (and I don't feel it's fair, but I'd like to have it repair in less than 2 weeks, if possible).
Thanks again!
Click to expand...
Click to collapse
As I said, in this case BASE is your service partner, not Sony. Go to a shop and tell them that you will contact a lawyer if they won't repair / replace it.
Edit: You could try to send an email to this adress:
[email protected]
If you did that, try to find out the email adress or phone number of a manager, you can find their names here:
http://blog.base.de/uber-das-blog/impressum/

St.Jimmy90 said:
As I said, in this case BASE is your service partner, not Sony. Go to a shop and tell them that you will contact a lawyer if they won't repair / replace it.
Click to expand...
Click to collapse
Yes, I know that, and I really tried to contact them and they are truly unreachable. And the "young girls" in the shops have really no idea of what they say (they even gave me numbers that are "gesperrt"). They say they only sell phones with mobile service and the online shops are something completely different. And they won't take me that seriously as I'm not German. I hadn't expect this here, but apparently some shops are not that serious.
If there is an organisation that protects the client in these cases I would go, of course. But i think keep trying to call BASE is no use (they charge me 0,99 EUR each call only to say nonsense or to make me wait). That's why, if Sony could help (as some people say in the post I wrote in the first message), I'd prefer already to pay 3,8 EUR shipping costs and have it repaired by serious people (and as I really need to have this phone with me again in 2 weeks). But I want to know if they would be max. 3,8 EUR of if I should pay also return shipping or some other charges to get my phone back, repaired or not...
Thanks!
EDIT: Thanks for the additional info! I already sent emails to that and other addresses, but I'll check out that blog and find someone specific.

If they don't respond and you need it soon take the Sony service.

Hi! Sony covered the repair costs .
I just sent the phone with a short description of the two problems (5 dead pixels and the cracked glass) and they repaired the phone and gave it back to me in less than 4 or 5 days. The repair centre here in Germany is w-support
And I contacted Base and asked for the shipping costs (4,5 EUR) and they gave them back in credit for my phone. Not ideal, but not that bad, either.
Thank you!

ASUS customer service is ****

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

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

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

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

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

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

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