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[Q] New (Replacement Phone) Why can't I get a new one?

So my Sensation has been working beautifully since I got in on June 8th at Walmart. The touch screen starting acting up today July 2nd and it isn't bad but the lock screen freezes mostly and I can't unlock the phone for a until after a few attempts.
I called T-Mobile and asked for a new phone since I have insurance. They are sending me either a "new" or "like new" phone. Does "like new" mean that the phone might have scratches on it? I don't understand why the phone is only a little more than 4 weeks old and I can't have a new phone?
Is this common?

snarestud940 said:
So my Sensation has been working beautifully since I got in on June 8th at Walmart. The touch screen starting acting up today July 2nd and it isn't bad but the lock screen freezes mostly and I can't unlock the phone for a until after a few attempts.
I called T-Mobile and asked for a new phone since I have insurance. They are sending me either a "new" or "like new" phone. Does "like new" mean that the phone might have scratches on it? I don't understand why the phone is only a little more than 4 weeks old and I can't have a new phone?
Is this common?
Click to expand...
Click to collapse
other post one here talking about this, look through them it is common and were finding out that spec builds and dates are buggy example my old one was 5/31/11 ZT15 made in taiwan second one that works flawless is 6/6/11 SH16 made in china
*u dont have a warranty on phone? 30 days id go to store and replace it

fallenangel408 said:
other post one here talking about this, look through them it is common and were finding out that spec builds and dates are buggy example my old one was 5/31/11 ZT15(zenith screen) made in taiwan second one that works flawless is 6/6/11 SH16(sharp screen) made in china
*u dont have a warranty on phone? 30 days id go to store and replace it
Click to expand...
Click to collapse
Hey fallen. Do you have dust under that SH16?
Sent from my HTC Sensation 4G using XDA Premium App

snarestud940 said:
So my Sensation has been working beautifully since I got in on June 8th at Walmart. The touch screen starting acting up today July 2nd and it isn't bad but the lock screen freezes mostly and I can't unlock the phone for a until after a few attempts.
I called T-Mobile and asked for a new phone since I have insurance. They are sending me either a "new" or "like new" phone. Does "like new" mean that the phone might have scratches on it? I don't understand why the phone is only a little more than 4 weeks old and I can't have a new phone?
Is this common?
Click to expand...
Click to collapse
Vodafone Uk only allow you 7 working days cooling off. After that you are locked into the contact and any faults with the phone have to be sent for repair and when this happens you may get a "quality assured replacement" rather than your own. Sounds like phone companies the world over try to [email protected]#k you over. Complete joke.
Sent From My HTC Sensation using Xda premium App

cjm1979 said:
Vodafone Uk only allow you 7 working days cooling off. After that you are locked into the contact and any faults with the phone have to be sent for repair and when this happens you may get a "quality assured replacement" rather than your own. Sounds like phone companies the world over try to [email protected]#k you over. Complete joke.
Sent From My HTC Sensation using Xda premium App
Click to expand...
Click to collapse
Officially thats correct, but mine (UK Voda) started to have the touch screen problem after 3 weeks, called them and they sent me a brand new one, i don't know if I got special treatment as i have been a customer for ten years or that they know of this 'fault' and are just replacing them, regardless i'm on my second.
to add the 7 day cool off is for web orders, if you buy from the store you have zero cool off.

secano said:
Hey fallen. Do you have dust under that SH16?
Sent from my HTC Sensation 4G using XDA Premium App
Click to expand...
Click to collapse
no, im liking this one a lot
*heres some pics i think using flash brings out dust which i dont have there is some dust on top lol thats why i took 2 pics to show u

fallenangel408 said:
other post one here talking about this, look through them it is common and were finding out that spec builds and dates are buggy example my old one was 5/31/11 ZT15(zenith screen) made in taiwan second one that works flawless is 6/6/11 SH16(sharp screen) made in china
*u dont have a warranty on phone? 30 days id go to store and replace it
Click to expand...
Click to collapse
They shipping a replacement. How do I know when mine was built?

Kurisu87 said:
Officially thats correct, but mine (UK Voda) started to have the touch screen problem after 3 weeks, called them and they sent me a brand new one, i don't know if I got special treatment as i have been a customer for ten years or that they know of this 'fault' and are just replacing them, regardless i'm on my second.
to add the 7 day cool off is for web orders, if you buy from the store you have zero cool off.
Click to expand...
Click to collapse
I thought the same about the 7 day cool off on voda uk until a couple of weeks ago when I found out on their forum they have made it across the board.
Sent From My HTC Sensation using Xda premium App

the phone is too new for them to have refurbished devices on hand.
the touch screen acting up will happen on your new phone too.

fallenangel408 said:
other post one here talking about this, look through them it is common and were finding out that spec builds and dates are buggy example my old one was 5/31/11 ZT15(zenith screen) made in taiwan second one that works flawless is 6/6/11 SH16(sharp screen) made in china
*u dont have a warranty on phone? 30 days id go to store and replace it
Click to expand...
Click to collapse
Just FYI the SH16 thing has nothing to do with it being a sharp screen it is part of the serial number, and so far there have been no reports of a Zenith screen. Just want to clear this up before more rumors get started.
As far as a replacement device from Customer service they have to tell you this because it is there policy. However the device is new and they likely will not start shipping refurbished units for at least 4-6 months and maybe even longer than that. You will be getting a new device just different packaging.

snarestud940 said:
They shipping a replacement. How do I know when mine was built?
Click to expand...
Click to collapse
look at the second post pic bottom its circled in red says 6/6/11

bobsbbq said:
Just FYI the SH16 thing has nothing to do with it being a sharp screen it is part of the serial number, and so far there have been no reports of a Zenith screen. Just want to clear this up before more rumors get started.
As far as a replacement device from Customer service they have to tell you this because it is there policy. However the device is new and they likely will not start shipping refurbished units for at least 4-6 months and maybe even longer than that. You will be getting a new device just different packaging.
Click to expand...
Click to collapse
fixed it and edited

heygrl said:
the phone is too new for them to have refurbished devices on hand.
the touch screen acting up will happen on your new phone too.
Click to expand...
Click to collapse
really? How do you know? My phone has been fine for almost a month for today.

bobsbbq said:
Just FYI the SH16 thing has nothing to do with it being a sharp screen it is part of the serial number, and so far there have been no reports of a Zenith screen. Just want to clear this up before more rumors get started.
As far as a replacement device from Customer service they have to tell you this because it is there policy. However the device is new and they likely will not start shipping refurbished units for at least 4-6 months and maybe even longer than that. You will be getting a new device just different packaging.
Click to expand...
Click to collapse
Are you sure? I got into a big fight with the rep on the phone saying that I paid $148 at walmart for a new phone, and have it a little over 4 weeks (not even a month), and should expect a new phone. The rep told me I would not know if it was new or like new until the phone came. I just don't want to get a phone that has a scratch on the screen or anything like that. Am I just over reacting lol? Thanks everyone for your help!

snarestud940 said:
Are you sure?... Am I just over reacting lol? Thanks everyone for your help!
Click to expand...
Click to collapse
This...perhaps just a wee bit.

snarestud940 said:
Are you sure? I got into a big fight with the rep on the phone saying that I paid $148 at walmart for a new phone, and have it a little over 4 weeks (not even a month), and should expect a new phone. The rep told me I would not know if it was new or like new until the phone came. I just don't want to get a phone that has a scratch on the screen or anything like that. Am I just over reacting lol? Thanks everyone for your help!
Click to expand...
Click to collapse
Like new means like new. No scratches or any visual or hardware defects. Relax
Sent from my HTC Sensation 4G using XDA Premium App

Thanks guys. Just worried about paying for a new phone on June 8th and getting a crappy one now. Is that true that they don't send out refurbished phones yet?

Date
Just looked at my box. 5/24/11. Made in Taiwan. Isn't that extremely early?

howetechnical said:
Like new means like new. No scratches or any visual or hardware defects. Relax
Sent from my HTC Sensation 4G using XDA Premium App
Click to expand...
Click to collapse
If they are like new it will probably be the ones customers return during their cooling off period and cancel.
Sent From My HTC Sensation using Xda premium App

Called HTC

And they were useful for once..
My backcover is loose and the search button causes the phone to kind of push the phone into the cover..
They are sending a new one free of charge.
I asked if unlocking the bootloader would void warrenty and he said no
Offtopic ; when I was on phone a friend said "another HTC worth nothing"..
What do you think of that? My response was "You own a blackberry"
Sent from my HTC Sensation Z710e using xda premium

Good deal!
Question... Do you have to send back your defective back cover?
Thanks
Sent from my HTC Sensation 4G using Tapatalk

No
Sent from my HTC Sensation Z710e using xda premium

only people who dont give a legitment reason have to send in there cover. I told them my paint was fading and they sent me a new one and i wasn`t lieing where the ear piece is that chrome on mine was fading and it look like it was pealing.I havn`t even use the new one yet going to wait till this one is all the way f!!!!ck up

austendale9 said:
And they were useful for once..
My backcover is loose and the search button causes the phone to kind of push the phone into the cover..
They are sending a new one free of charge.
I asked if unlocking the bootloader would void warrenty and he said no
...
Click to expand...
Click to collapse
Basically they're saying that unlocking he bootloader does not void warranty when it comes to very obvious hardware defects.
But if your device fails to turn on one day, even if it was nothing caused by unlocking, I doubt they'd provide warranty service if the device is unlocked with that issue.

I also spoked to HTC and they said my warranty is voided. I also wanted to tell them about the defective casing i had since june (when i bought the phone) and they told me that I don't have warranty anymore because i Unlocked the bootloader using official method. So if u unlock it, u won't have warranty..anymore..NEVER!

austendale9 said:
And they were useful for once..
My backcover is loose and the search button causes the phone to kind of push the phone into the cover..
They are sending a new one free of charge.
I asked if unlocking the bootloader would void warrenty and he said no
Offtopic ; when I was on phone a friend said "another HTC worth nothing"..
What do you think of that? My response was "You own a blackberry"
Sent from my HTC Sensation Z710e using xda premium
Click to expand...
Click to collapse
I contacted them and they said they couldn't replace it unless it's visible. How are we supposed to see the creaking??? I'll try again in a few days. I hope they give me the same answer as you
¤Violets are red,
Roses are blue,
Wait, what?
I have no idea what I'm saying,
But you lost the game¤

haha ur friend is dumb. the sensation runs circles around a ton of phones in the market, including blackberries.

just tried to use the same reason as you did and was polite as hell all i got was a replacement batery

well the op looks like he's in europe so im guessing htc euro is a lil more lenient, htc usa sux balls

Yeah, HTC UK. They didn't ask questions, I just said that it was loose and he said he will escalate it and I'll get the cover in a week or two
Sent from my HTC Sensation Z710e using xda premium

piimp said:
well the op looks like he's in europe so im guessing htc euro is a lil more lenient, htc usa sux balls
Click to expand...
Click to collapse
he he .. have no ****en warranty here ,greedy dealers do the job ,there is no Authorized Distributor.

So it seems that I found out the hard way.... But at least I got a battery out of the deal
Sent from my HTC Sensation 4G using XDA Premium App

I told him I was S OFF and debranded on a custom ROM and he said that's fine ^^
Sent from my HTC Sensation Z710e using xda premium

It's been my experience that HTC's support is excellent, especially for a phone company. Many technology companies have only machine replies, while HTC has actual, knowledgeable humans. So it seems, anyway.
Example, I recently contacted them about getting a new Desire battery, and they told me that while they couldn't replace it (out of warranty), and my phone provider didn't carry the batteries anymore, I could find a replacement at [list of Canadian online stores I'd never heard of but seem incredibly well-stocked with reasonably-priced phone stuff]. Usually the company line is, "no, we can't do that", period... no helpful suggestions. And I'm not kidding you, this email was about 4 paragraphs long! I was so enthusiastic about the quality of their service I said I was planning to post it on Reddit or something and the guy REPLIED AGAIN to "thank me for my kind words" and then give me a number I could call as another suggestion!
I very nearly went for a SGS2, and then a Droid 3 (Canadian equivalent), but I'm extra happy now I settled on the HTC.

[Q] Am I under warranty for this (o2 uk)

Hello,
Earlier today my friend stole my phone (well I say friend, he's an idiot), and when running away with it, it flew out his pocket hit a wall and then hit the ground.
It's not in the best of shape... The touch keys now stand out about 1-2mm from the rest of the phone, the back cover doesnt fit on right, and the sdcard falls out with no assistance needed.
I'm under o2 and got the phone in may, anyone know if their warranty or HTC covers this? I'm guessing not but what do you think? I still have like 18 months left of the contract so would like to have a phone in proper condition if possible...

Er.... No. Insurance is your only hope. Or getting your friend to buy you a new one

al89nut said:
Er.... No. Insurance is your only hope. Or getting your friend to buy you a new one
Click to expand...
Click to collapse
Thought that was the case just checking. Found a site online that can supposedly do a casing replacement for £50 so I'll look into that (and murder + charge my friend).
Sent from my HTC Desire S using XDA App

By the way, this is a Desire S, which doesn't have keys and has no back plate?

al89nut said:
By the way, this is a Desire S, which doesn't have keys and has no back plate?
Click to expand...
Click to collapse
I mean the touch buttons, and back cover meaning battery cover. So yeah, desire S
Sent from my HTC Desire S using XDA App

Dude....get the full body replaced by HTC and they will charge u for it....and may take around a month to get the full body as they order it from Taiwan..if u luck they may have it in stock....just got a full body replacement as the paint was fading...free of cost....O2 will take more time to fix it for u....so the best way is to get it done via HTC...call them up and order for a full body or visit ur nearest HTC shop.....hope ur phone is fully working....
Sent from my HTC Desire S using XDA App

Murdering of friend of yours will be best way to fix your problem

I got in touch with HTC, and whilst they were very helpful, they apparently can't tell me how much it would cost to repair until I send it to them. Then if I don't like their quote I have to pay £22 anyway for them to send it back, and then it would achieve nothing. Does anyone know if the following site is trustworthy?
http://htcphonerepairs.co.uk/HTC-Desire-S/Housing-Replacement-Desire-S.html

Do you have any HTC service centre in ur area...if so they can check and let u know the total cost to repair....if not get it done via O2....
Sent from my HTC Desire S using XDA App

The testimonials seem good and it is cheap. What have you got to lose?

I'm probably gonna go third party as it's easier and probably cheaper. Thanks for all your help guys, much appreciated!
Sent from my HTC Desire S using XDA App

HP UK selling all touchpad accessories half price

Grab em while you can guys
http://h41306.www4.hp.com/home?SID=1bafdc585da237dfdfff094fd48e206afe4:1508

Picked up another Touchstone, cheers!

Thanks for the headsup!

Well I put my order in and got an acknowledgement then an acceptance and then 5 hours later an email saying the order had been cancelled without any reason.
What's the game HP?

pa49 said:
Well I put my order in and got an acknowledgement then an acceptance and then 5 hours later an email saying the order had been cancelled without any reason.
What's the game HP?
Click to expand...
Click to collapse
ive only had the order acknowledgement now im worried

I put through another order but all the touchstones were gone so only got keyboard on my checkout.
I have received an email saying that the order is received and they are proceeding to verify the order.
Same as I received for the earlier order.
I have noticed that the "deal" has gone from their site.
I wonder if anyone got anything?
Found the deal again on the main store page.

Ah well I will wait and see
Sent from my HTC Desire HD A9191 using XDA App

Fingers crossed here too, got the email and my order for the ts and a keyboard still shows on the website for the moment.

Yep mine still shows on website for dock and keyboard also.
Sent from my HTC Desire HD A9191 using XDA App

Hp is without doubt the worst online seller I've ever dealt with.
1st order for two items accepted and then canceled 5 hours later. No indication as to why. Payment taken on debit card.
I worked out that may be an item was out of stock.
Went back and reordered the items and found that one was OS. Was not informed of this when order was canceled which would have meant saving time and hassle in reordering.
2nd order for item showing as in stock (remember that both showed as in stock at the time of first order!) paid for (so I now have paid for one item twice!) and acceptance email received.
Now I am out by the amout of the first order and having called them this morning they tell me I should get my money back by the end of the week.
If this had been a company located somewhere in the far east I would be shouting SCAM HAVE NOTHING TO WITH THEM!
Come to think of it in all my dealings with far east suppliers I've had better and more efficient service than this.
If my experience is anything to go by, no wonder they made such a damned awful fiasco of the TP/webOS launch/suicide!
I complained and got "sorry you feel that way, but there's nothing I can do"!
Well, I can make sure everyone who reads this knows what they are like and do all I can to make sure I have nothing to do with them ever again.
Now, let's see if there are any cheap touchstones on ebay.
Nope, nothing under £40! Damn!

I've had nothing but good service from HP, the past times I've bought from them the items were delivered very quickly. Postie tried to deliver something too big for the letterbox today which 'might' be my TS (or it might not since I have other stuff coming). My order still shows as new order on the site and no cancellation email but if I don't end up getting one then hey ho I'll survive.

Your order has been accepted email JUST arrived.
Sent from my HTC Desire HD A9191 using XDA App

I gotta say I always seem to get a half desent service from big companys. I ordered a new custom built laptop from Dell last year and it arrived almost a week early and I had heard such horror stories. I guess they get it right sometimes
Sent from my HTC Desire HD A9191 using XDA App

Status went from New Order to Backorder overnight, expected 26th Dec they say.

eta 27/12/11

After 4 days mine is still showing as stuck on "new order".

Slight change, the date has slipped a couple of days , status now shows "backorder payment open ETA:28/12/2011"

Yep now 28th also. Looks like its gonna end up as a new years gift lol
Sent from my HTC Desire HD A9191 using XDA App

I'm going to stop checking, every time I look it slips back a day, 29th now!
/edit Payment taken, good sign!

29th payment still open. Like you say I don't wanna look anymore lol. It's such a bargin I don't mind waiting. Wish I had ordered a few touchstones as they are still making good money on eBay.
Sent from my HTC Desire HD A9191 using XDA App

I sent my htc one x to repair

My Htc One X heated and died. I sent it to htc for repairs its been a week and they have started the repairs. The things that p!$$es me off is that they dont have the parts to repair it and that it takes 4to5 bussiness days for parts to come in.
I wasted 600 dollars on a phone it only lasted a 1 month and a half and htc doesnt have parts for a phone they make. I am really mad and desperate.

Kevin36 said:
My Htc One X heated and died. I sent it to htc for repairs its been a week and they have started the repairs. The things that p!$$es me off is that they dont have the parts to repair it and that it takes 4to5 bussiness days for parts to come in.
I wasted 600 dollars on a phone it only lasted a 1 month and a half and htc doesnt have parts for a phone they make. I am really mad and desperate.
Click to expand...
Click to collapse
If you're an att customer never send a phone to the manufacturer. You have a 1 year warranty and att acts as the middle man for the warranty. Call them. They replace phone it takes 2-3 days.

the thing is i wasnt the original purcherser i bought on craiglist i am not using it on att. so that why i had to send it to htc

In that case you have no choice.

I bought mine off ebay, but I took it into a real att store anyway. They did not have the replacement in stock, otherwise I would have gotten 1 that day. They overnighted me 1 and I had it by the next day.
I know this may not help your current situation, but maybe it will help someone else. Always try to local at&t store first. The worst thing they can do is turn you away.
Sent from my HTC One X using xda app-developers app

jmaddr said:
I bought mine off ebay, but I took it into a real att store anyway. They did not have the replacement in stock, otherwise I would have gotten 1 that day. They overnighted me 1 and I had it by the next day.
I know this may not help your current situation, but maybe it will help someone else. Always try to local at&t store first. The worst thing they can do is turn you away.
Sent from my HTC One X using xda app-developers app
Click to expand...
Click to collapse
this surprises me. I'll have to give this a try sometime

I think if you aren't an AT&T customer they'll tell you to go die in a fire...

gunnyman said:
I think if you aren't an AT&T customer they'll tell you to go die in a fire...
Click to expand...
Click to collapse
First they'll try to get you be a customer. Only upon refusal do they request you die in a fire.
Sent from my HTC One X using Tapatalk 2

SoberGuy said:
First they'll try to get you be a customer. Only upon refusal do they request you die in a fire.
Sent from my HTC One X using Tapatalk 2
Click to expand...
Click to collapse
Lol good point.

hahah I am (dare I say this....ugh!) glad *cough choke* to be an AT&T customer for this reason. I just called in and got a replacement phone even though I didn't buy it from them and when I received the phone, that phone started to reboot randomly so I called them back and sent it back to them. They are sending me another one and should be here by Friday. Hopefully I can get through this bad stock of phones and AT&T will get LTE sometime this year in Columbus Ohio. Dare I dream? hahah