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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
Hello guys, i recently made a post on reddit oneplus subreddit about how i was denied warranty for my oneplus 3 phone since i was rooted and i was told i should share it here so here it goes.
So I went to the oneplus service center today since my display had some issues. My phone was in the warranty period. Right on checking the phone the guy says that since this is a rooted phone they don't provide hardware warranty. I argued with him saying that oneplus advertises quite proudly that rooting does not infact void your warranty so how can they claim otherwise. On this I was told that they have officially been given in mail that hardware warranty will be void on rooted phone and it will only get software warranty. After arguing with him for quite some time he threatened me that if he marks this phone as rooted in the system I will never ever be able to claim warranty on the phone. I literally had to pleade and beg him for several hours to change the display did he finally agree. Even in this he said he is doing a big favor to me and warned me not to ever root the device again if I want warranty.
Now I want to ask has oneplus officially changed their policy on rooting? If so why does their website still say that rooting does not void your warranty if the service center claims otherwise.
The technical process of rooting or unlocking the bootloader does not void the warranty of a OnePlus device. However, we strongly suggest for you to only root or unlock the bootloader of your OnePlus device if you are confident in your understanding of the risks involved.
By accessing resources regularly unavailable to the software, you may damage your hardware during or after the procedure. Such damage is not covered under warranty. In warranty handling, we will first need to verify that any faulty behavior is unrelated to rooting / unlocking.
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This is what the website tells us about rooting and warranty. (source: https://oneplus.net/nl/support/answer/will-rooting-or-unlocking-the-bootloader-void-my-warranty)
As far as I know the policy didn't change. I can understand the confusion from the service center point of view, but there is no such thing as hardware or software warranty. Only hardware damage caused by software related hacks/tweaks (which can be used after unlocking/rooting), is not covered under warranty. I assume your screen damage does not fall under that category and it is caused by fall damage for example.
Bobbika said:
This is what the website tells us about rooting and warranty. (source: https://oneplus.net/nl/support/answer/will-rooting-or-unlocking-the-bootloader-void-my-warranty)
As far as I know the policy didn't change. I can understand the confusion from the service center point of view, but there is no such thing as hardware or software warranty. Only hardware damage caused by software related hacks/tweaks (which can be used after unlocking/rooting), is not covered under warranty. I assume your screen damage does not fall under that category and it is caused by fall damage for example.
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I did not have a screen damage, my phone screen had lost sensitivity and was registering swipe motion as touch . This started happening even before I was rooted and in no way connected to the process of rooting. They tried to deny me warranty on this.
i_rock098 said:
I did not have a screen damage, my phone screen had lost sensitivity and was registering swipe motion as touch . This started happening even before I was rooted and in no way connected to the process of rooting. They tried to deny me warranty on this.
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May i ask in what country this happend? It's not only Oneplus that does this stuff btw. Next time show him what is on the site. If he denies you simply ask his name and send Oneplus a email about it.. I can work at a service center too and say this stuff.. Its not only Oneplus..
i_rock098 said:
I did not have a screen damage, my phone screen had lost sensitivity and was registering swipe motion as touch . This started happening even before I was rooted and in no way connected to the process of rooting. They tried to deny me warranty on this.
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Click to collapse
In that case I'd say it was your own risk to start rooting your device after you knew there were issues with it.
The problem with the current warranty policy is that it's hard to prove what damage rooting could cause. In your case the repair shop could say that you might have overclocked your device with the acquired root. With that the device can overheat and the digitizer (which handles the touchscreen input) could be overheated as well and starts to fail. Not saying that is the case here, but it would be hard to prove otherwise.
In other words, when you have to deal with warranty and repair, it's a good advice to give them no reasons to deny the warranty.
TLDR: Repair your device before rooting
At least here in Germany this is illegal and NOT possible. At least the given by law warranty has to be given even with root unless they can prove it caused the defect, so they have to prove their claim and not you. Any extened warranty from the company itself can be waaay different though.
Puddi_Puddin said:
May i ask in what country this happend? It's not only Oneplus that does this stuff btw. Next time show him what is on the site. If he denies you simply ask his name and send Oneplus a email about it.. I can work at a service center too and say this stuff.. Its not only Oneplus..
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Click to collapse
This is in India. we have one of the worst consumer policies in the world where often service centers treat customers like ****. He was pretty confident in telling me to go talk to oneplus if i want it wont help and that if he ever marks the phone as rooted in the system i would never ever be able to claim warranty on the phone.
Bobbika said:
In that case I'd say it was your own risk to start rooting your device after you knew there were issues with it.
The problem with the current warranty policy is that it's hard to prove what damage rooting could cause. In your case the repair shop could say that you might have overclocked your device with the acquired root. With that the device can overheat and the digitizer (which handles the touchscreen input) could be overheated as well and starts to fail. Not saying that is the case here, but it would be hard to prove otherwise.
In other words, when you have to deal with warranty and repair, it's a good advice to give them no reasons to deny the warranty.
TLDR: Repair your device before rooting
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Click to collapse
I agree that I should have gone to fix it before rooting but then again if they had not mentioned on their site clearly that rooting does not void your warranty I would have not rooted at all in the first place till my warranty period got over. I dont mind taking a brunt for a fault of mine due to flashing like getting stuck in a bootlop or something but this clearly was a manufacturing defect and not mine.
emuandco said:
At least here in Germany this is illegal and NOT possible. At least the given by law warranty has to be given even with root unless they can prove it caused the defect, so they have to prove their claim and not you. Any extened warranty from the company itself can be waaay different though.
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Click to collapse
Yeah unfortunately I am in India and here like i mentioned in the post earlier we have very weak consumer laws, even if i would sue them the case would drag on for like 5 years with no guaranty that it would still get resolved.
@i_rock098
I have no local stores in my country, everything must be shipped. When facing a problem you need to get some repair ticket from the website. That would mean you don't need the ... local support store. Also it should be possible to simply restore the phone's software to stock before sending it to OnePlus. Have you tried bringing itr back to stock or is the phone freaking out in a way making it impossible?
LS.xD said:
@i_rock098
I have no local stores in my country, everything must be shipped. When facing a problem you need to get some repair ticket from the website. That would mean you don't need the ... local support store. Also it should be possible to simply restore the phone's software to stock before sending it to OnePlus. Have you tried bringing itr back to stock or is the phone freaking out in a way making it impossible?
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Click to collapse
And to add to this.
If you have an issue with your phone feel free to make a post. As long as you provide decent information I'm pretty sure people including me are here to you help you.
Repeat after me, the store is in INDIA. I don't do business with India. I did business with OnePlus China and OnePlus US and received superior assistance, including a free replacement phone when my rooted phone could not be repaired.
These are topics where OnePlus customer service could (and should) step in and make a name for themselves, or at least start to.
OP, send a support ticket to OnePlus, add the e-mail address of the service centre to the cc and when you get a response from OnePlus, go back and politely ask them to repair the phone according to the OnePlus warranty terms.
Forget these repair shops in India. These are probably not official OnePlus service centers, as I don't think they have stores set up anywhere. According to the YouTube video that they OnePlus made, they only offer repair services through their website, OnePlus.net/support. You need to contact them via phone (It is listed on their website), and they will then determine if it needs to be sent to them for repair via RMA. https://youtu.be/KCdu8VhleVM
jim262 said:
Forget these repair shops in India. These are probably not official OnePlus service centers, as I don't think they have stores set up anywhere. According to the YouTube video that they OnePlus made, they only offer repair services through their website, OnePlus.net/support. You need to contact them via phone (It is listed on their website), and they will then determine if it needs to be sent to them for repair via RMA. https://youtu.be/KCdu8VhleVM
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There are official repair centres (approved by OnePlus but not run by them) for OnePlus in India. But I don't know whether the OP went to an official centre or not.
As with almost all official repair centres of any manufacturer, there are two ways of asking for repair during warranty. One is what is mentioned by you ie. contact OnePlus directly, they will issue a ticket number and then armed with that, you approach the repair centre. The other way is directly walking into the repair centre and asking for warranty repair. I think the OP adopted this and as is likely in most such situations, the repair centre tried to outsmart him. IMO, if the OP had contacted OnePlus first, this issue might not have arisen at all.
I am speaking on the authority of my experience of approaching Acer directly the first time and going to the repair centre directly the second time. Ofcourse the second time I was given a run around which I ultimately overcame.
I sent my LG G6 to the repair Facility in Fort Worth because my G6 started having the bootloop issue suddenly. But I get an email back saying its not covered under warranty because of physical damage (the camera lens glass protector was shattered) lol... Just wondering if anyone can offer advice on what I should do now. Should I bother contacting customer service to escalate the issue or do I cut my losses?
Either way, my first and last LG device I will ever buy. The phone did not even last one year before breaking.
EDIT: I ended up contacting LG about the issue, apparently If you have physical damage on the device, it automatically void the warranty, even if you originally sent the device in for a software issue. Well I guess that's that. First time doing a warranty claim of any kind so this was news to me.
I had to send my Mate 10 Pro back because it was not charging fast. Phone discharges while charging. the usb-c to 3.5mm jack adapter was also not working. Bought original-backup usb-c to jack adapter. Still not working But luckily my PC could recognise it. Flashed stock firmware, wiped everything, unrooted and relocked bootloader. Got a post label to send it to huawei-authorized repair center in Vienna. After 2 days, got an email and they said that they will not repair the phone under warranty as it has been tampered.
Called them and got a answer from the huawei-authorized repair center: unlocking and relocking bootloader voids warranty.
I send it now to provider. Lets see if they will repair it or not.
Had someone send his mate 10 to huawei and got it repaired even with relocked bootloader?
You should have flashed a dload archive when in firmware mode on it ; As I think it locks both Bootloader and FRP's bootloader.
---------- Post added at 14:00 ---------- Previous post was at 13:57 ----------
Or maybe they did not wanted it cause it was previously rebranded. Your 'provider' may rebrand it back to original, lock bootloader and use local huawei service center.
oslo83 said:
You should have flashed a dload archive when in firmware mode on it ; As I think it locks both Bootloader and FRP's bootloader.
---------- Post added at 14:00 ---------- Previous post was at 13:57 ----------
Or maybe they did not wanted it cause it was previously rebranded. Your 'provider' may rebrand it back to original, lock bootloader and use local huawei service center.
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I did not rebrand it. But lets see what my provider will tell. FRP gets locked by going to developer options and turning OEM-Unlocking (or something) off.
Bordo_Bereli51 said:
I did not rebrand it. But lets see what my provider will tell. FRP gets locked by going to developer options and turning OEM-Unlocking (or something) off.
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Ask them to confirm in writing that unlocking he bootloader is cause of hardware failures, otherwise EU law dictates that unlocking bootloader CANNOT invalidate hardware warranties, IANAL.
ghostofcain said:
Ask them to confirm in writing that unlocking he bootloader is cause of hardware failures, otherwise EU law dictates that unlocking bootloader CANNOT invalidate hardware warranties, IANAL.
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I am going for statutory warranty now, not for the manufacure's warranty. I know the statutory warranty tells me that unlocking or even rooting your phone will not void satutory warranty as I remember. I already told my provider about that If they reject the statutory warranty due to unlocked bootloader, I will hire a specialist/expert to determine, if this usb port get damaged due to unlocking bootloader. Huawei said, it voids the manufactures warranty and pointed me at warrantyguideline from Huawei. I should read 5.5. But the warranty guideline on 5.5 tells me that any damage, that happens due to modification of any kind voids the warranty. Asked the huaweis consultant, if unlocking bootloader damaged the usb-port? that would happen 3-4months earlier, where I unlocked the bootloader but not now. So the point 5.5 in huaweis warranty guideline is not valid here. This is what I told. There was a silence, that took 3-5mins on live chat. After 5mins I got as an answer: We are trusting our authorized repair partner. Their warranty guidelines do not give any answer, if it voids or not. it just says: "damage, that happens DUE to modification of any kind... is not covered" So basically getting an independent specialist that proves my fact that this damage did not happen due to unlocking bootloader, I would win by going through legal action, but I will wait, what my provider will tell.
I had to get a warranty repair after a fault with the usb port so I locked the bootloader to relocked status then just used DC to convert it to locked again, took around 5 minutes total time
Bordo_Bereli51 said:
I am going for statutory warranty now, not for the manufacure's warranty. I know the statutory warranty tells me that unlocking or even rooting your phone will not void satutory warranty as I remember. I already told my provider about that If they reject the statutory warranty due to unlocked bootloader, I will hire a specialist/expert to determine, if this usb port get damaged due to unlocking bootloader. Huawei said, it voids the manufactures warranty and pointed me at warrantyguideline from Huawei. I should read 5.5. But the warranty guideline on 5.5 tells me that any damage, that happens due to modification of any kind voids the warranty. Asked the huaweis consultant, if unlocking bootloader damaged the usb-port? that would happen 3-4months earlier, where I unlocked the bootloader but not now. So the point 5.5 in huaweis warranty guideline is not valid here. This is what I told. There was a silence, that took 3-5mins on live chat. After 5mins I got as an answer: We are trusting our authorized repair partner. Their warranty guidelines do not give any answer, if it voids or not. it just says: "damage, that happens DUE to modification of any kind... is not covered" So basically getting an independent specialist that proves my fact that this damage did not happen due to unlocking bootloader, I would win by going through legal action, but I will wait, what my provider will tell.
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Click to collapse
Good for you, try and stick with it, they are in the wrong and such exclusions for unlocked devices have been proven illegal within the EU. Thankfully I will soon be free of such EU jerry mandering once Brexit kicks in
My phone is now repaired under MANUFCATURES warranty. They exchanged the motherboard and the usb-c module. My provider told me that the technicians said its a known manufacture fault on some devices and they need to exchange the motherboard and the usb-c with the flex-cable. I will get mine phone the coming week according to my provider.
I'm investigating my next smartphone and reading about this seriously discouraged me from going with a Huawei product. If I understand things correctly, unlocking and rooting is a pain too. :-/
gorman42 said:
I'm investigating my next smartphone and reading about this seriously discouraged me from going with a Huawei product. If I understand things correctly, unlocking and rooting is a pain too. :-/
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Click to collapse
Unlocking is not more possible through Hauwei. There are paid-methodes, which calculates the unlock-code using IMEI as I remember. But if I was you, I would not go with Huaweis products. I was using Note Edge before getting Mate 10 Pro. I decided to do not buy Samsung ever since they implemented Knox and the warranty void string in odin mode, which tells you if you have still warranty or not. But on Samsung galaxy note edge, I had many audio mod possibilities, which on Huawei Mate 10 Pro does not work like viper4android or dolby atmos(dolby atmos works only on custom roms e.x openkirins provided roms).
I decided to do not buy Samsung ever since they implemented Knox
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Click to collapse
yeah me too. an skip LG for slow upgrading and ZTE for the same faschist opinion on root+warranty. that makes picking a fon somewhat difficult :-/
drahtwurst said:
yeah me too. an skip LG for slow upgrading and ZTE for the same faschist opinion on root+warranty. that makes picking a fon somewhat difficult :-/
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Click to collapse
Still leaves HTC, Sony and OnePlus of the bigger OEMs.
yeah is was writing (in english) to huawei in germany. they dont offer bootloader unlock codes anymore due to increase of paid service events. i specificly asked what they think about user root and wait for an answer.
for sony - mostly quite pricey and i dont like the feel of theyr phones.
htc - got no experience with them. they run android and allow root?
oneplus - i have not seen them in the bigger german store chains where i like to buy in case of warranty. but they are cool with root?
Got my phone back with new IMEi but luckily its on 145 So I have to pay a little fee to unlock it with DC but firstly need to downgrade to B142
Hello ,
I would like to know if any of you had this unpleasant surprise. I have a white line , 2 mm large , which crosses my screen. It's annoying, 1st day of use.
The problem is that I ordered it on February 13 and never opened it without the protection case that I received today .
I have not for whatever it's worth (pre-ordered February ~23rd, just received April 20th). It should be under warranty, at least, as long as you haven't unlocked the bootloader. Sorry to hear about your trouble.
precisely , I've unclocked the bootloader .
well, they took it in guarantee. I just have to wait for the return and hope that it will not take too long.
arlequin2k3 said:
well, they took it in guarantee. I just have to wait for the return and hope that it will not take too long.
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They can still do the repair but they will most likely reject warranty repair and tell you what price would be to repair it. Since unlocked bootloader voids the warranty.
Correct. I work in IT, and directly with Samsung, the fact that you unlock the bootloader, they will not accept in guarantee You'll have to pay for the repair.
Well, I'll see about that. But it is not a software failure but the screen that cracked inside.
arlequin2k3 said:
Well, I'll see about that. But it is not a software failure but the screen that cracked inside.
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Still doesen't matter. If bootloader is unlocked then whole warranty on device becomes voided. So then if it's software issue or hardware issue they will reject warranty request. Since they can see bootloader is unlocked.
Hi,
Good return of my tablet in repair. Changed motherboard and screen. Invoice 660 €. Thank you samsung and it will be a goodbye for my next purchases
arlequin2k3 said:
Hi,
Good return of my tablet in repair. Changed motherboard and screen. Invoice 660 €. Thank you samsung and it will be a goodbye for my next purchases
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Click to collapse
Told you it won't be covered by warranty. So not Samsungs fault, your device had unlocked bootloader and they found out it was and charged you. Next time don't touch bootloader while warranty is valid. So this was your own fault and nothing you can blame samsung for, if you unlocked bootloader on another tablet like Lenovo or so they would of charged you as well.