Database Info

HTA America cannot fix Touch Cruise

I have just shipped my Touch Cruise back to HTC America RMA for the 4th time! (at my expense!) It all started about a week before Thanksgiving. I could not get the microSD memory card to stay in. The said the "catch" was probably broken, to send it in. It took them a month to "find the part" and return it. I got it back (FedEx Ground) and they had replaced the main board to fix the catch that holds the memory in. The memory now stays in. I can read my eBooks off it. However, the RSS Hub software that comes with the Touch Cruise cannot "find the path" to the microSD memory card. (Options/storage/Move everything off Touch Cruise to Memory Card?) Also, most of the people I talk to on the Touch Cruise now say I sound "garbled". So, I call up a second time for an RMA. They say they will e-mail me a UPS Returns Delivery Label for UPS Ground. After waiting 5 days and several phone calls, still no UPS Returns Delivery Label, I send it back UP Priority Mail. 5 hours after they received my phone a second time, I received the UPS Returns Delivery Label.
They re-flashed the Firmware, made 3 calls , and said "it sounded ok to them". Never checked the RSS Hub software because 1) Does not come with the phone and therefore not their problem. 2) They do not have a microSD memory to test it with. Think about # 1 & 2. I got my phone back, checked it, and called back to HTC America RMA and got the abouve excuse. Sent it back a third time. They gave it a hard re-boot, made their 3 calls and returned it. I called back this time and asked for a supervisor. No luck although they made a note for the supervisor of the "RMA Phone Answering People" to call. Never did. No way to talk to the actual tech's supervisor. I got my 4th RMA # and after waiting for a day and half for the UPS Returns Delivery Label to come, shipped it back US Priority Mail. Any Ideas?

Too Late, The PrePaid RMA Label Comes
6 Days after requesting it, I finally received the PrePaid RMA Label. Unfortunately HTC has already had my Touch Cruise Back (for the 4th Time) for 2 Days and 4+ Hours before they bothered to send the PrePaid Return Label. After waiting a Day and a half, I shipped it back again for the 4th Time, at my expense. When I called yesterday, they did not know they had even gotten it yet and it had been there for more then a Day.

4th Time and they Got it Right (Finally)
I got my Touch Cruise back from HTC America Repair for the 4th time Friday and they finally got it Right. They replaced the mainboard that they had put in to fix "memory chip catch" with a working mainboard. I do not see where they have any type of complete testing or they would have caught the new problems before returning the unit the second time. So far, after 30 hrs of use, it works like new. I only hope they will upgrade things so it will not take 4 returns and 3 months to get it right. I also resent the fact that I had to pay for shipping back to them all 4 times.

Good luck with that... There's a policy (with O2 in the UK) that if the device shows the same problem within 2 weeks after the initial repair the device is replaced.
Reading all the deals that you boys get over the pond sounds like a hard pill to swallow.

They fixed my phone too, but I went through HELL to make it happen. Their customer service SUCKS, as it is almost non-existent.

I do not think HTC Corp trains HTC Am. on TouchCruise
When I spoke to almost anybody at HTC America about my phone they had never seen one in person. The said that NO HTC phones came with RSS Hub. And being that was not supplied from HTC. They were not responsible if it did not work. Even after they re-flashed my phone (one of the few things they did every time) They never noticed that RSS Hub kept coming back. Lucky for me that this second master board they put in fixed everything.

ATT Fuze Behaved Badly, Getting Replacement

My mother called me today to tell me her ATT Fuze (running completely stock rom and radio) commited touchscreen suicide. I acted up since the day she got it but it started freaking out badly this afternoon.
Symptoms:
> The phone would call random people in the middle of the night, usually whoever was the last called person during the day it will mysteriously redial at some insane hour of the morning leading to confused call-backs from people going "are you ok? you called but didn't say anything...."
> The phone didn't ring when someone called - people would call her house and say they just left a message on her phone because she didn't answer despite it was sitting there with full bars, never rang, and showed no new voicemail alert until several hours later.
> The Start menu would be stuck in the open position leaving her unable to navigate anywhere on the screen and when that occurred the navi-button would not respond to any directional movement - only clicks to the center.
> The contacts list and calendar randomly opened whenever they felt like it whether or not she touched them or was even near the phone (I've witnessed this happen when no one was within arms reach of the phone and it was just sitting on the kitchen table.
Her device was never dropped, abused, or handled harshly in any way. She took it to her local AT&T store who dismantled it (removed battery, sim, and memory chip) and blew it out with canned air before putting it back together only to have it do the same behaviors all over again with no improvement.
The guy at the counter said "we'll have your replacement tomorrow ma'am" - and that was BEFORE he called into AT&T Warranty Support to get the RMA setup. The Warranty Support person told her that AT&T would send her a brand new replacement unit (not a refurbished unit) via overnight FedEx at their expense, they are giving her 14 business days to get the data/programs/etc... off her current phone and into the new phone and then AT&T will cover FedEx overnight return shipping for the defective handset. They aren't charging her a penny.
Something tells me that some department at AT&T really wants to get their hands on her phone. Maybe there is something they know that they aren't telling us? We're thinking either they pushed some kind of OTA update that failed or they know something is wrong with some of these units that they haven't admitted to the public? I've never heard of them waving all of the replacement fees and providing a brand spanking new device instead of a refurb.... Something smells fishy about their level of urgency for this....
She's bringing her current phone and her laptop to me this coming Saturday so I can sync it one last time, try to install MyMobiler so I can remotely interact with it without futzing with the touch screen, and maybe get most of her stuff off it and into the new one so she can ship it back. I'm going to try and get a complete rom dump too to compare with mine and see if there is anything different between the two. I'll post an update as soon as her and I go over it.

yeah, they treat everyone that way. Unless it comes in a brand new box, then it's a refurb. So don't feel great haha. I'm on my 3rd refurb because ATT is a tool and won't send me a working refurb.

They swore to her that her replacement would be brand new, never opened, still sealed in the box. I'll see if their terminology definition is the same as mine when she brings it over to my place on Saturday for the great data-swap. I'll be sure to post detailed updates. Maybe somehow her problem could answer someone elses issues... we can only hope.

Thats strange man..if my phone started doing that I'd start thinking it was possessed..throw some holy water on it and pray it doesn't short out lol. This is one experience I've had with AT&T over a phone replacement...mind you this wasn't a TP but the process is in no doubt similar.
AT&T (Cingular then) told me over and over again once that a replacement RAZR would be brand spanking new. I ended up getting a refurbished phone twice, both of them weren't working correctly and I sent them both back until I received a brand new phone.
After receiving the refurbished phones and I called them back complaining, they said they "couldn't guarantee" a brand new phone...it was "whatever they had to send off" that they would send off to me. *cough BS cough* But the third time was a charm, working brand new phone. This may not be your case though.
AT&T has always paid for overnight phones with me and paid for return shipping on bad phones. I guess its just their policy or I'm just lucky lol.

Returning a bricked/dead captivate...but heres the real issue

I searched over the XDA forums but I couldn't find anything similar to this.
Basically, I had a perfectly working Captivate. I got it from Rogers through a hardware upgrade. Long story short, it got a scratch on it and I wasn't too pleased. It wasn't a big deal to me or anything but if I wanted to sell it in the future it would definitely devalue it significantly. My cousin didn't care though, so I sold it to him. I ended up getting another Captivate as sort of a gift from a friend who had a bunch of gift cards to Future Shop or some store (I paid the difference).
Problem is, my phone is now completely bricked. I followed the tutorials here very closely, they were awesome. The phone is rooted as well. I was using odin try to flash the phone but it never succeeded. The first time I was able to get passed the download screen, and then to some menu and the phone got to the rogers load screen, but then after that it failed. Since then the phone would get stuck at the computer with the cell phone screen. That wasn't a problem to bypass and get to the download screen (there were 2 combos you could use: put in battery/volume down/power or plug in USB/Battery/both volume buttons and power/release volume up). The final attempt happened when using odin I used the proper 512 pit file and the correct PDA file. The phone was recognized by my computer and showed up in Odin (com3). I clicked start, the blue progress bar appeared on the phone and it looked like it was going well. Then all of a sudden the screen turned bright blue and just stopped completely. Then it turned off. And now its completely unresponsive. No combination of batter/USB/power/volume button works at all, it's dead.
Long story short, I spoke with a Rogers tech. He tried to help me out but couldn't do anything. He told me that he'll ship me a new Captivate which I received. He also asked me for my IMEI number, and I gave him the number of my original phone that I sold to my cousin. I'm not sure why I gave him that one, I had the original box in front of me and I just read that, plus I thought that this number is like my ID with rogers or something, I don't know.
Anyways, this phone that I have, because it's a third party phone, rooted, and completely dead, can I send it back or should I just pay for the phone they sent me? Should I take the risk and send it back? My cousin said we can just replace the sticker that has the IMEI number from his phone with my phone, but I don't know about that. If we did that, and Samsung found out, what's the worst that could happen :x Sounds shady...Plus, would Rogers care if the phone I send back is not the original one that I got through them, even though it is a captivate that is with Rogers?
I'm afraid that if we replace the sticker, sure if Rogers looks at that to make sure its my original phone it would get passed them since you can't even turn my phone on...but once it gets to Samsung, can't they look at the internal IMEI number and if they compare that to the sticker....owned?
Thanks

My vote would be to send in the bricked phone. The Rogers tech guy knew that your phone was bricked, so sending in a bricked phone shouldn't be a problem.
If they ask you why it has a different IMEI number than the one you gave them, just explain that you grabbed the wrong box.

Not with rogers but I changed my mind on which of our three I wanted to return to at&t after talking with them and providing my imei number. I originally wanted to warranty mine but decided to send in the wifes because her screen was developing a strange clarity issue. Never heard anything from them on the issue. I would definitely not recommend you trying to swap stickers.

Do NOT tamper with the IMEI number (sticker swapping included). Tampering with it is illegal...

Swapping the sticker will not change the contents of the files inside of /efs which have the IMEI both in plain text and encoded.

Ah thanks for the replies everyone, that was so quick.
I guess my main concern is that if Rogers looks at the IMEI number on my phone sticker, and realizes that its not the same as my original phones that I got through Rogers, they'll send it back. Is that the case, or does my warranty transfer over to my new phone? I'm not even sure if this is a warranty issue though since its definitely passed the 30 day period. Is there a warranty deal that Samsung specifically has with its customers, specifically pertaining to bricking as a result of software upgrades?
Or is this not as much a Rogers issue as it is a Samsung issue? I wish I understood how the process worked...for all I know, my phone has already been approved for shipment to Samsung, so as soon as Rogers receives it, they just send it over to Samsung and they don't care about those details pertaining to a persons Rogers account.
But I'm sure a lot of people are in the situation where they no longer have the original phone they received from their provider, and purchased one from a third party dealer, and something happens to it...what is their condition?
James, I think the reasoning for wanting to switch the sticker was because Rogers knows that the original phones IMEI number is as such, and because they can't turn the phone one they would probably just glance at the number on the label, and then send it off to Samsung. So I was wondering maybe I should call Rogers and tell them I gave them the wrong number? If I do that then, again, would they say that because the phone I"m sending in is not the original one they can't send a replacement and so I'd have to pay for it?

newter55 said:
Not with rogers but I changed my mind on which of our three I wanted to return to at&t after talking with them and providing my imei number. I originally wanted to warranty mine but decided to send in the wifes because her screen was developing a strange clarity issue. Never heard anything from them on the issue. I would definitely not recommend you trying to swap stickers.
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Thanks for the reply, that was a great help. Did you have to send it back in your original box for your phone?

The way it works here is you return your phone in the package they sent the refurb in. Just the phone, no cords, battery, etc.

Integrity.

problem? said:
Ah thanks for the replies everyone, that was so quick.
I guess my main concern is that if Rogers looks at the IMEI number on my phone sticker, and realizes that its not the same as my original phones that I got through Rogers, they'll send it back. Is that the case, or does my warranty transfer over to my new phone? I'm not even sure if this is a warranty issue though since its definitely passed the 30 day period. Is there a warranty deal that Samsung specifically has with its customers, specifically pertaining to bricking as a result of software upgrades?
Or is this not as much a Rogers issue as it is a Samsung issue? I wish I understood how the process worked...for all I know, my phone has already been approved for shipment to Samsung, so as soon as Rogers receives it, they just send it over to Samsung and they don't care about those details pertaining to a persons Rogers account.
But I'm sure a lot of people are in the situation where they no longer have the original phone they received from their provider, and purchased one from a third party dealer, and something happens to it...what is their condition?
James, I think the reasoning for wanting to switch the sticker was because Rogers knows that the original phones IMEI number is as such, and because they can't turn the phone one they would probably just glance at the number on the label, and then send it off to Samsung. So I was wondering maybe I should call Rogers and tell them I gave them the wrong number? If I do that then, again, would they say that because the phone I"m sending in is not the original one they can't send a replacement and so I'd have to pay for it?
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Honestly, since your manufacturer warranty is through samsung and that has nothing to do with who sold you the phone, i'd consider giving them a call.
I damaged my IMEI and forgot to make a backup of /efs. I called samsung and explained to them what the deal was. They sent me a postage paid label to ship them my phone and they ended up fixing it for free. They tear it all down, make sure its no physically damaged and fix the software. They actually ended up replacing the mainboard. They also charge nothing to evaluate the phone and give you a price to fix it if found out of warranty.
The only reason why I considered this was because I read here on XDA one guy doing the same after he did what you did (bricked his rooted phone from a bad flash). He had the same result.
So, before you go and get yourself into some trouble with rogers by sending them a phone with the wrong sticker on it, consider the alternative.
At the very least, call them and correct the IMEI. They may tell you to take a hike, but that's the risk of flashing your phone.
Also, I bought my phone from amazon and enrolled in the insurance. I ended up having to send my phone back to amazon as I bricked it within the 30 days (I was straight up with them and they over nighted me a new phone). I had to call in and tell ATT the new IMEI. They really did not seem to care that I was giving them the IMEI from some other phone.
Also, I believe that if you do not return the phone to them within a specific time that they just charge you full price for the phone. You wont goto jail but your wallet gets owned.

[Q] Has anyone gotten a refurb from atnt recently?

I mean by calling atnt and having them send you a replacement? I was wondering what model numbers they are shipping and if anyone is having any problems? Ive gotten about 4 replacements in the past 2 months from my local device service center and they all have developed random shutdowns. Ironically my first phone (1009) didnt have a problem but I exchanged it for the gps. And all the replacements had perfect gps but all developed random shutdowns (1008 batches).
I noticed the first random shutdowns on the first few phones would shutdown in my pocket and would turn on normally. My most recent phone is shutting down while charging and the battery needs to be removed. These all all refurbished phones...
So I dont know if I should go to my local store and hopefully they got a new batch or contact atnt via phone and have them ship me one.

NascarFastcar said:
I mean by calling atnt and having them send you a replacement? I was wondering what model numbers they are shipping and if anyone is having any problems? Ive gotten about 4 replacements in the past 2 months from my local device service center and they all have developed random shutdowns. Ironically my first phone (1009) didnt have a problem but I exchanged it for the gps. And all the replacements had perfect gps but all developed random shutdowns (1008 batches).
I noticed the first random shutdowns on the first few phones would shutdown in my pocket and would turn on normally. My most recent phone is shutting down while charging and the battery needs to be removed. These all all refurbished phones...
So I dont know if I should go to my local store and hopefully they got a new batch or contact atnt via phone and have them ship me one.
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my wife just got a refurb about a month ago and her build is 1006

nyydynasty said:
my wife just got a refurb about a month ago and her build is 1006
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I shouldn't thought twice because I know someone is gonna post about how the numbers dont matter. But I was just wondering. How is the phone doing? gps, shutting down etc? I just think my local store has a bad batch.

In october I took back original 1006 build with shutdown issue. Since it was radio shack and people around here dont know ****, they still had new ones so I exchanged it for a NIB. Another 1006 build, never a single problem with it.

Got a replacement two weeks ago for my Captivate that "disappeared" at airport security. Went through the call-in process and got a refurbished phone without sign of normal wear and tear. Build is 1010 and so far everything is perfect (including the GPS which had never worked on my previous 1008). I have it running on CM7 installed on the SD and I'm amazed how much better this unit is than the previous one. Makes me almost glad the previous one flew the coop.

FishDoc said:
Got a replacement two weeks ago for my Captivate that "disappeared" at airport security. Went through the call-in process and got a refurbished phone without sign of normal wear and tear. Build is 1010 and so far everything is perfect (including the GPS which had never worked on my previous 1008). I have it running on CM7 installed on the SD and I'm amazed how much better this unit is than the previous one. Makes me almost glad the previous one flew the coop.
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How long does the transaction take to ship and get to you? I know they just send the phone without a battery cover and battery. They also send a box to send the old one back in? The service center is about 20 mins from me but I just dont risk another bad one.

I just got two replacements from ATT this week. One for me, one for wife. Both are build 1102. Both old ones were 1006 (need to mail those back soon). I noticed the three button combo works of stock froyo, but stopped working when I flashed stock eclair with Odin. I tried to flash GB on mine, same way I did with my 1006, soft brick. Had to buy a jig.
They wanted to give me free 5 day shipping, or charge for 2 day shipping. I explained I don't have a home phone, really need my cell to work and fast, they waived the fee. Called on Saturday night, arrived on Tuesday morning.
Sent from my Captivate running Cognition

I've gotten 2 from AT&T since January, one for me and one for my girl. I've had zero problems. Both are 1007 models. I've flashed every ROM available on XDA.... multiple times... Smooth as can be. Sucks your having so many issues. This is a great phone. Very easy to work with. You would think it would be easy enough for them to make it all but new other then the cosmetic blemish here or there. I'm a big fan of putting up a stink if I don't get what was promised to me. If anything else goes wrong, I'd push for an upgrade... With the infuse out now, that would be a great way to go. I'm waiting to make any trouble till the SGS II comes out, then I'll figure out a way to get one for free

Just got one a week and a half ago. build 1010

If there's a ATT repair store in your town, you can get a replacement in about 15min.

I sent my 1008 in for exchange due to random shutdown, paid for 2nd day shipping, received 1010 no shut downs and gps is ok.

NascarFastcar said:
How long does the transaction take to ship and get to you? I know they just send the phone without a battery cover and battery. They also send a box to send the old one back in? The service center is about 20 mins from me but I just dont risk another bad one.
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48 hours from call-in to delivery of the "new" refurbished unit.

axis01 said:
If there's a ATT repair store in your town, you can get a replacement in about 15min.
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Thats what I've been doing. But about a week or two in every phone develops shutdowns. I should make a fuss and see if they will give me a new one out of the box.

So wait ya'll haven't paid the $ for a refurbished cap through arts warranty?!

I got my refurbished cappy about a month ago,its a 1007 build.Had some issues with stock kb1 and a lota random restarts on ff 3.0 but ever since the switch to continuum 4(basicly onix kernel) all my issues were gone and became a happy cappy user About the gps : doesnt matter what rom I was on the gps fix from plumbob did it for me,get locks even with 70mph and tue tracking works just fine(no complaints) just be sure to follow the instructions prior flashing the fix.Also for me here in Hungary kb1 modem works the best but jk4 performance is acceptable to,so I dont feel the urge to switch to GB yet since everything runs smoooooth.
Sent from my GT-I9000 using XDA App

xThe Enforcer said:
So wait ya'll haven't paid the $ for a refurbished cap through arts warranty?!
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Nope had about 4 refurbs in the past few months. Didn't have to pay a thing. But what fee are you talking about? But I never damaged a thing.

NascarFastcar said:
I shouldn't thought twice because I know someone is gonna post about how the numbers dont matter. But I was just wondering. How is the phone doing? gps, shutting down etc? I just think my local store has a bad batch.
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phone is fine but no matter what ROM we put on there, her phone wont ring sometimes - which I dont understand how that is NOT a rom issue but its happened to all the rom's I installed since she got her refurb. Its random and a reboot usually fixes it for a while until it happens again. There are some other minor quirks that I can't remember too.
GPS is fine
no shutdown issues

NascarFastcar said:
Nope had about 4 refurbs in the past few months. Didn't have to pay a thing. But what fee are you talking about? But I never damaged a thing.
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Well, I pay the $5 a month and I thought if you want a new phone through AT&T you have to pay some $?! Do they comp everyone who has the typical Captivate problems and waive the fee?

xThe Enforcer said:
Well, I pay the $5 a month and I thought if you want a new phone through AT&T you have to pay some $?! Do they comp everyone who has the typical Captivate problems and waive the fee?
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I don't know. I don't have the $5 insurance. But every time I go get a refurb they offer it to me. But I never had to pay a dime when exchanging my phone at a service center and like someone said above it only takes about 10 mins.

Hmm, I'm using continuum now but I'm really not liking it. It has some issues like it lags on using the contact list. I've also had it randomly shut off. I was using fire fly before and it was fantastic, but I wanted to use netflix. Going to try out cyanogen.
Oh and I got a refurb 1007, which seems to have fixed my issues.
Sent from my GT-I9100 using XDA App

Sensational Lemon!!!

My first post!!!!!!
I upgraded to the Sensation from the Mytouch 4G (I got lucky and got a FULL upgrade after only 5 months!!!!)(After 11 years with Voicestream/Tmobile I finally got something!!).... anyway as soon as I turned it on there were problems. It was not smooth at all and very jerky and unresponsive. Would not switch from WiFi to cell network (had to force it). So...I did my first reset (soft). Still not very responsive....second reset (hard). Still not responsive and jerky. Replaced SD card.....and BAM it works.
Then comes the next day.... won't switch to cell network without asking it nicely. Then again unresponsive and very slow. GPS not working, won't lock on anything. So another hard reset. BAM...working???
Then tried to make a call....press the #3 button, and nothing, nothing for 5 seconds later... it finally acknowledges I pressed the #3.
Call AmazonWireless and overnight a replacement.....
The funny part is I ordered 2 Sensations..One for me and one for the wife. Hers gets delivered overnight, mine 2 days. Her works freaking' AWESOME!!! Mine is a BIG LEMON!!!
2 BIG issues with this phone. First.. the death grip is not even a grip. Just place one finger along the back top edge and WiFi dies. I have issues watching youtube without killing WiFi. Second, no bluetooth voice dial. Known issue should be fixed in an upcoming release.

Amazon gave you a full upgrade after 5 mos on a 2-yr contract? How did you get past the upgrade qualification checker? Did TMO somehow give Amazon a pass?
Amazon did it right by overnighting a replacement. My phone died completely and TMO is making me send them the phone, and once they receive it I have to call them to request a new one. Will take over a week to get the replacement. Not good service.

That sucks to hear. Any phone can be a lemon from any manufacturer. I hope your 2nd device behaves the way mine does, if so you'll love it.

This upgrade is kinda a funny story. I have 3 lines and called Tmobile to ask about an upgrade for my third line (my son). Rep said it did not qualify for an upgrade yet...... but your other 2 lines do qualify!!! My first thought was must be a mistake...so I said Thanks and hung up.
I jumped online and logged into my account and hit the upgrade button...sure enough it showed a FULL upgrade.
I went to AmazonWireless and went thru the process and it also said I qualified. I immediately ordered 2 HTC Sensations....I didn't even have to think, I knew I had to get the Sensation. Great phone and even better reviews!!

HTC Customer said:
This upgrade is kinda a funny story. I have 3 lines and called Tmobile to ask about an upgrade for my third line (my son). Rep said it did not qualify for an upgrade yet...... but your other 2 lines do qualify!!! My first thought was must be a mistake...so I said Thanks and hung up.
I jumped online and logged into my account and hit the upgrade button...sure enough it showed a FULL upgrade.
I went to AmazonWireless and went thru the process and it also said I qualified. I immediately ordered 2 HTC Sensations....I didn't even have to think, I knew I had to get the Sensation. Great phone and even better reviews!!
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Ok, I was just curious. It's good to be lucky.

sorry to hear i just switched mine with same issues got one made after june works perfect im so happy now!

man Im lucky, not problem one. Yet... Only 2 days of use though.