I have a large amount of dust under my screen, and from what ive read htc will repair this because its a manufacturing defect.
The problem is however i bought my phone off ebay, and so I am not the original buyer. I do have a warranty with the phone though which states that the warranty may be transferred to a secondary buyer "with consent from HTC".
Can anyone tell me the best way to go about getting the phone repaired?
Honestly if you buy phone from eBay (or Craigslist) it is possible screen was replaced by seller.
First you should verify that the "void" sticker is still present. This is located left of the battery on over the middle screw( it is normally sideways). If it is present ...maybe it can be covered.
Next...call htc customer service and explain the problem...maybe they repair free.
I normally call tmobile and they will send replacement for $5 if you have insurance. If you don't currently have insurance it is possible to start it today I believe(then wait like 30days to report the issue)
You can remove and reinstall the digitizer. This is very risky so I don't recommend it unless you have replaced a few screens.
Sent from my HTC Pyramid using XDA
Related
I'm having to make an insurance claim on the above item, and wanted to know what generally happens.
Is it cheaper for the insurance companies to repair the smashed screen, or do they just replace them.
If they repair, are replacement screens available in the UK.
If a replacement, are XDA II I-Mates or M1000 still available, or am I likely to get an upgraded unit ie IIs ?
No prizes for guessing what I'd like to happen...
Cheers
If it has been dropped there is no guarantee that replacing the screen will make it work properly, it is usual for the whole unit to be replaced by insurance, if they replace it they will probably block the imei on the broken phone so you get no further use from it.
I've had my xda2 replaced by O2 insurance 5times for various software problems over the last 9months and they told me that it was cheaper for them to replace the whole unit rather than get them fixed!
In the end I had enough of the xda2 going wrong and customer services changed it for a 2s fingers crossed its been good so far
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
mesajoejoe said:
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
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No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
nccu_eagles said:
No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
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I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
mesajoejoe said:
I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. I have no need for Insurance, but I do see how it is helpful for others. This is a warranty issue not a cracked screen or something I caused. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
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I meant shipping insurance just in case USPS/FEDEX/UPS loses the package. I live in Charlotte, NC and there are a bunch of Walmart's here. I would clean up the phone really good and try to return it even if it's for store credit and then drive to another Walmart and purchase a new Sensation with the store credit. Did you buy it full retail price or did you do a contract? If you did a contract then you are out of luck with store credit because it wouldn't be enough to purchase a new phone. Otherwise you could call TMO and ask for a warranty exchange and tell them the phone won't power on. They will ship you a new unit and you would just mail back the current unit. I have done a warranty exchange a million times.
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
mesajoejoe said:
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
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That's the best way to get them to respond quick TELL THEM THE DEVICE WON'T POWER ON. They will then ask you to verify that the sticker under the battery is still white and then they will ship you a phone. Make sure you call from a phone different from your Sensation i.e a land line LOL and you will be ok.
That's weird. When the Nexus One's had issues with dust getting under the screen the problem was fixed for free assuming you hadn't rooted the device.
I know I personally had a rooted device get dust, cost 100 if I recall to have it fixed. Happened again in a week and they didn't make me pay for shipping or anything to send it back again.
So I sent my phone in to HTC to get repaired, got an email today saying it'd cost me either $185 to get it repaired and sent back, or $35 to get it sent back, not fixed or anything. Here's what the repair tracking said:
Code:
Repair Description
We have diagnosed your device and have determined that due to the following reason(s), your device is out of warranty:
• Case Damage not covered by warranty
In order to properly repair your device, the following action(s) will need to be taken which will require payment due to the out of warranty diagnosis:
• Replace Device Main Board
When I called to get my phone repaired, the guy said it was under warranty until the 28th of January (3 days ago), but since I called before that, it'll be under warranty even if it gets there after.
The amount of case "damage" was incredibly small, and I don't really need it to be replaced, and replacing the device main board sounds more of a manufacturers defect, not something I did, considering I never opened the phone up, and it would turn on (though I could be wrong).
From what I'm reading, I'm being charged because of the case damage, and if that wasn't there, I wouldn't be charged. So does anyone know if I can have them JUST replace the main board so I don't get charged?
I'd rather not pay $185 to get this repaired, and I don't want to pay $35 to have them tell me something was wrong with it, since I already knew that.
If I do decide to pay $185 to get it repaired, would replacing the main board also replace the eMMC chip?
Thanks
Hello all,
Anyone know of any issues with HTC's supply chain for replacement LCD's?
My U11 is cracked after a drop on the road.
My insurance company (O2 Insure) cannot replace or repair my device, as there isn't stock.
HTC UK have advised they can take the phone in, advise me how much the repair will cost and return it.
Although judging by others on this forum and on Twitter, repairs are going slowly or not at all.
Is anyone in the same situation as me?
I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.
josding85 said:
I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.
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Click to collapse
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.
My HTC U11 also cracked!
My U11 is also cracked and it is out of guarantee because it is an user mistake. I have never seen such a sensitive phone. I am living in Turkey and replacement part cannot found. I do not know what to do, just I am frustrated.
patela20 said:
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.
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FYI, all contract phones through o2 are fully insured for the length of their contract, within the contract itself. Should anything happen to your phone and it is still within its contract just call o2 support on 202 and speak to an advisor. The reason they cover the phone is to get their full money, they must ensure you have a working phone otherwise you may be able to pause or 'squeeze' out of your contract early and no carrier wants that.
Not only that, you're paying over a grand for that phone in the long run so it's only fair they insure it for a few pence too..
Unfortunately after 3 days use, cracked screen. A fall on the cement with a case on it, but it was too much.
Sad day. Hopefully replacement parts might be available sóon
Same happened to me just now.
I dropped it (with the HTC case on), and the screen cracked.
The drop was about 1 meter :-/
I feel sick now...
hek.je said:
Same happened to me just now.
I dropped it (with the HTC case on), and the screen cracked.
The drop was about 1 meter :-/
I feel sick now...
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Click to collapse
Same for me, was out walking the dog and the lead pushed the phone out of my pocket. Landed on the top left corner I think at first glance was fine barely even a mark on the case but when I got home and put the phone down that there was a weird reflection and turned the screen on and saw a crack going a cross from top left to just over the power button.
Have contacted HTC to arrange a repair which is chareable as they seemingly void the warranty when the screen is cracked...better get warranty back on it after they fix it.
I was just about ready to sell my u11 thankfully still got it so using it now altho complete stock sucks lol and had relocked bootloader so no warning screen on boot sigh....
Hmm I contacted HTC (Netherlands), and they told me that it's not under warranty.
I'm going to call again on monday and try again!
The crack on my phone runs from the power button down to the left bottom side.
hek.je said:
Hmm I contacted HTC (Netherlands), and they told me that it's not under warranty.
I'm going to call again on monday and try again!
The crack on my phone runs from the power button down to the left bottom side.
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Warranty don't cover user fault. I mean, if the phone shipped damged than you can get it cover.
Sent from my HTC U12+ using Tapatalk
I have just got the quote for repair my screen, not the actual quote as they still can't give me a the proper ticket number etc.
The cost for me to ahve the screen replaced is £285 which is almost 50% of what I paid...not bad ehh. Think this will be my last HTC phone have had them for years but losing my phone and then a ridiculous repair cost is not good.
Jump1ng said:
I have just got the quote for repair my screen, not the actual quote as they still can't give me a the proper ticket number etc.
The cost for me to ahve the screen replaced is £285 which is almost 50% of what I paid...not bad ehh. Think this will be my last HTC phone have had them for years but losing my phone and then a ridiculous repair cost is not good.
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Well that price tag is the same with every other manufacturer. So it's something you would have had to deal with on a Sammy or OP as well... it's nothing ridiculous actually. That's why I took care to get mine insured as soon as it arrived.
Sent from my HTC U12+ using XDA Labs
5m4r7ph0n36uru said:
Well that price tag is the same with every other manufacturer. So it's something you would have had to deal with on a Sammy or OP as well... it's nothing ridiculous actually. That's why I took care to get mine insured as soon as it arrived.
Sent from my HTC U12+ using XDA Labs
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Click to collapse
Yeah but the best thing is that the phone been in the repair centre since the 13th and still haven't got the actual quote so I can't even pay it and they never got me the UPS return label so I also had to pay for the shipping back to the factory.
Been in touch with the support for every day for well over a week and still not actually got a proper ticket number that I can track and just keep getting a new ticket number that doesn't work plus mixing up the serial number.
So think this will be the last HTC phone for me as my U11 that was faulty when I got it also took weeks to get replaced as they kept saying they where going to try and repair it.
Jump1ng said:
Yeah but the best thing is that the phone been in the repair centre since the 13th and still haven't got the actual quote so I can't even pay it and they never got me the UPS return label so I also had to pay for the shipping back to the factory.
Been in touch with the support for every day for well over a week and still not actually got a proper ticket number that I can track and just keep getting a new ticket number that doesn't work plus mixing up the serial number.
So think this will be the last HTC phone for me as my U11 that was faulty when I got it also took weeks to get replaced as they kept saying they where going to try and repair it.
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Well that's standard. Spar parts need to be delivered to the partners in the specific regions. Such things always take 4 - 6 weeks after the first devices shipped. Some manufacturers even need 8 to 10 weeks to provide the needed parts and prices.
Sent from my HTC U12+ using XDA Labs
so any news on spare parts, i allready ordered a new back for my 5 days old u12+ but one day after i ordered it i need allso a new display, it fell from about 30 cm height on the ground and i was shocked thatthe display broke alltough it was in the original case
lousy performance by htc after the tank of a phone htc 10
Can't believe it happened to me. My U12+ fell out of my pocket -- maybe three feet -- and shattered!! I'd been using it in the wild for just four days. Had it in the case that came with the phone. (The case I planned to use is arriving tomorrow.)
I'm horrified. This phone can't be dropped three feet?? It's defective by design.
Now, the aftermatch. I contacted HTC US and they said they wouldn't touch it because I have the Hong Kong variant. I'm supposed to coordinate with HTC Hong Kong. The repair shop up the street said they could fix it for $150 if I was willing to wait two weeks for parts, so I'm trying that.
Insult to injury, I thought I had insurance, but it doesn't kick in because T-Mobile hadn't registered the phone.
Will keep everyone posted about the repair. It would be great if there was a cheaper third-party option.
pixelvisions said:
Can't believe it happened to me. My U12+ fell out of my pocket -- maybe three feet -- and shattered!! I'd been using it in the wild for just four days. Had it in the case that came with the phone. (The case I planned to use is arriving tomorrow.)
I'm horrified. This phone can't be dropped three feet?? It's defective by design.
Now, the aftermatch. I contacted HTC US and they said they wouldn't touch it because I have the Hong Kong variant. I'm supposed to coordinate with HTC Hong Kong. The repair shop up the street said they could fix it for $150 if I was willing to wait two weeks for parts, so I'm trying that.
Insult to injury, I thought I had insurance, but it doesn't kick in because T-Mobile hadn't registered the phone.
Will keep everyone posted about the repair. It would be great if there was a cheaper third-party option.
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Click to collapse
Good luck on the repair. I would see if a repair shop locally could repair it. I just had a sub par experience with the USA HTC repair department recently. I bricked my phone and decided to send it back to HTC to see if they could revive the phone. After 5 weeks they sent it back to me and it still was not working correctly. I decided to see if I could resolve the issue which I was able to. Thank goodness. I would have hated to send the phone back to HTC for nothing again.
mauiblue said:
Good luck on the repair. I would see if a repair shop locally could repair it. I just had a sub par experience with the USA HTC repair department recently. I bricked my phone and decided to send it back to HTC to see if they could revive the phone. After 5 weeks they sent it back to me and it still was not working correctly. I decided to see if I could resolve the issue which I was able to. Thank goodness. I would have hated to send the phone back to HTC for nothing again.
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Man! Make me nervous when reading this lol. The warranty on HTC device isn't up to it standard.
Sent from my HTC U12+ using Tapatalk
I'm sorry if I made you feel uneasy but I figure just wanted to give you a head's up on HTC repair service. I found another thread on this particular topic and it was disappointing to read all the issues customers had with HTC repair (USA).
next time if you have a warranty issue, you can try asking the HTC DACH contact on facebook/twitter... they are actually replying properly and maybe even able to help properly. it's sad to see so many bad things with USA repair as in Europe it's quite good...but also depends on if you are in contact with them per private message or just via e-mail... via private message on facebook it works out much better
Two and half weeks later, the local repair shop tells me they ordered the wrong part (probably for the U12 Life) and worse they are unable to source a U12+ replacement screen anywhere in the world. I can't find a place to buy one either, with the sole exception of an Indian supplier asking more than $300.
Does anyone know where one can buy a replacement screen? Or how much HTC charges for repair? If it's more than $200 I'm giving up on this.
pixelvisions said:
Two and half weeks later, the local repair shop tells me they ordered the wrong part (probably for the U12 Life) and worse they are unable to source a U12+ replacement screen anywhere in the world. I can't find a place to buy one either, with the sole exception of an Indian supplier asking more than $300.
Does anyone know where one can buy a replacement screen? Or how much HTC charges for repair? If it's more than $200 I'm giving up on this.
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Just happened to me, over the phone they quoted me $2-300, but it could be more or less after sending it in. I asked what is the point of a warranty and they said it's only software issues, and it doesn't cover user damages like cracked screens. Anyways, you and I are sinking in the same boat, with HTC not selling any screens themselves, or providing other alternatives besides their own repair center. Scam company at this point
HTC cracked screen repair update:
1. I sent HTC my U12+ to repair due to a cracked screen.
2. They email me asking for a credit card to charge for the repair ($200). They asked me to call them. They did not provide a phone number.
3. I called and they ultimately said someone will call me back in 24-48 hours to take payment because they can't take payment.
4. When asked how long it will take to repair once they have payment, he said they usually take 3 week from the time they receive the phone.
It's been 7+ weeks since they received the phone.
How do I get in touch with the Indian dude, I'll spend the 300 to look at the screen without cracks. Guess I got lucky if you call it that, everything works and the cracks aren't that bad but it is disconcerting that a screen can't be had anywhere.
VidJunky said:
How do I get in touch with the Indian dude, I'll spend the 300 to look at the screen without cracks. Guess I got lucky if you call it that, everything works and the cracks aren't that bad but it is disconcerting that a screen can't be had anywhere.
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Click to collapse
A website called "cellspare" sells the screen, but it's $339. I made the resolve to wait two months and see if screens are cheaper.