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I have an HTC Sensation (no duh lol). I rooted it and custom rommed it, but I got a few scratches and want to use my warranty/insurance to get a replacement. I unrooted and went back to S-ON. The only problem is that my bootloader is still unlocked. How do I relock my bootloader? Is it necessary to relock it to use my "Premium Mobile Protection" to get a replacement? Thanks in advance.
I have an HTC Sensation (no duh lol). I rooted it and custom rommed it, but I got a few scratches and want to use my warranty/insurance to get a replacement. I unrooted and went back to S-ON. The only problem is that my bootloader is still unlocked. How do I relock my bootloader? Is it necessary to relock it to use my "Premium Mobile Protection" to get a replacement? Thanks in advance.
In short:
How do I
1) Relock the bootloader
and
2) Remove the "RELOCKED" and make it say "LOCKED"
?
By no means am I savvy on this topic, but I'm looking into it myself, because I need to relock my bootloader.
Take a look: http://forum.xda-developers.com/showthread.php?t=1077019
I'm guessing you better have to RUU that came with the phone running BEFORE you try to relock it.
It's pretty unlikely that they'll look at your bootloader. As long as your S-On and have reflashed the original firmware you should be good to go. If you really want a refurbished phone that bad you could just throw yours n the trash and say it was stolen. You're going to have to pay the deductible either way.
I had to return my phone last weekend for a warranty exchange.
I followed this guide http://theunlockr.com/2011/10/03/how-to-unroot-the-htc-sensation-4g/, and it worked perfectly to get my phone back to how it came in the Box (Except the cracked screen)
I will try this on my phone before I want to sell it
Does it work?
Gushfevah said:
I had to return my phone last weekend for a warranty exchange.
I followed this guide http://theunlockr.com/2011/10/03/how-to-unroot-the-htc-sensation-4g/, and it worked perfectly to get my phone back to how it came in the Box (Except the cracked screen)
Click to expand...
Click to collapse
Hey,
Can anyone confirm that the method posted by theunlockr actually reverts back the bootloader to ****LOCKED****?
Also, when I purchased the phone, it was running the stock Telstra GB Rom. With firmware version 1.17 I think. And at that point, the bootloader said nothing about it being locked or unlocked.
Thereby, I did the s-off, installed CWM recovery, permanently rooted and did SuperCID.
And then I flashed it with the stock EUR ICS ROM, which upgraded the firmware to 3.3something. and also locked the bootloader.
Is this normal?
I just want a way now through which I can flash ROMs and also lock the bootloader again (if I unlock it) if required for warranty purposes.
Thank you!
If you unlocked through htcdev unlock, you can only relock. You cant turn it to **LOCKED** again
Hello!
I have N5 from the first batch. GPS is like ***, recently even worse, problems with microphone etc. I've decided to return the phone. However, my problem is that the phone was bought in USA while I stay in EU. So I have to prepare the phone perfectly before I send it to my friend who will deal with returning it to google.
List of sins: unlocked bootloader, CM a lot, now upgraded to Android 5.0 (using factory images from google). Till the update the device was not modified. However, I'm little bit scared, because bootloader seems to be unlocked.
Is my warranty void? Or can simply I return the phone with bootloader unlocked? If no, please help - is there a step-by-step guide on how to completly return to stock including locking bootloader? Returning to 4.4.4. is ok, I'm sending the phone back to USA anyway
I'll be extremly greateful for help.
Br,
Piecho
Just flash back to stock relock bootloader.
You need the nexus 5 toolkit .
Sent from my Nexus 5 using xda premium
Reflash stock rom then return it as it is. Google does not care about have the bootloader unlocked or not.
Don't use any toolkit learn the proper commands and do it manually. The Google factory images page gives you step by step instructions. Like said before, Google doesn't care about unlocked boot loader. The factory images page even tells you to unlock, flash, then relock lol
Plzzz help!!!!!!!!!!!!!!!!!!!!!!
you can't
K.V.K said:
Plzzz help!!!!!!!!!!!!!!!!!!!!!!
Click to expand...
Click to collapse
well my friend sry but you can't restore this code
most of devices like samsung,motorola etc they have.... lets say a key for the bootloader(is the door) and this key if you root your device
breaks and the half key stays inside the door hole to reminds you that the key is broken(the devicesis root/unlockbootloader).
so if you root any motorola device the code state goes
automatically 2 and stays like this,you can flash again the stock rom and relock the bootloader sure
but the code stays 2 for ever.
i hope to help you
moto g XT1541 stock rom 6.0.1 lockbootloader
bromoxitos said:
well my friend sry but you can't restore this code
most of devices like samsung,motorola etc they have.... lets say a key for the bootloader(is the door) and this key if you root your device
breaks and the half key stays inside the door hole to reminds you that the key is broken(the devicesis root/unlockbootloader).
so if you root any motorola device the code state goes
automatically 2 and stays like this,you can flash again the stock rom and relock the bootloader sure
but the code stays 2 for ever.
i hope to help you
moto g XT1541 stock rom 6.0.1 lockbootloader
Click to expand...
Click to collapse
I'm not exactly sure what you are saying, but I think the jist of it is how do you relock the bootloader... the answer is you cannot, once it is unlocked it will always report as unlocked, even if you reflash stock and find a way to relock the device.
When you unlocked your device, it was plainly stated in the disclosure on the website that once the bootloader is unlocked, it is irreversible.
yeap
acejavelin said:
I'm not exactly sure what you are saying, but I think the jist of it is how do you relock the bootloader... the answer is you cannot, once it is unlocked it will always report as unlocked, even if you reflash stock and find a way to relock the device.
When you unlocked your device, it was plainly stated in the disclosure on the website that once the bootloader is unlocked, it is irreversible.
Click to expand...
Click to collapse
YEAAA we say the same think,but i use an othey way to say it.
i say in the end you can relock the bootloader (more or less) when i say this i mean that you put some partitions back in boot loader
so when you flash the stock rom you can take any ota update,but the main bootloader is unlock always.
i know that form my old moto g2gen, moto x2013!!!
bromoxitos said:
YEAAA we say the same think,but i use an othey way to say it.
i say in the end you can relock the bootloader (more or less) when i say this i mean that you put some partitions back in boot loader
so when you flash the stock rom you can take any ota update,but the main bootloader is unlock always.
i know that form my old moto g2gen, moto x2013!!!
Click to expand...
Click to collapse
You could relock the bootloader on older Motos, but not anymore... Actually, it can be relocked but it will never report as locked or relocked, it will always be reported as unlocked. I don't how to be more plain in describing this.
And yes, you can take an OTA when unlocked, as long as you have a stock ROM and recovery and your bootloader is the correct version for your ROM. If your bootload and ROM are out of sync (ie. you have a Marshmallow bootloader and a Lollipop ROM), if your bootloader and ROM are out of sync, you could potentially get into a hard bricked situation.
ohh!!
acejavelin said:
You could relock the bootloader on older Motos, but not anymore... Actually, it can be relocked but it will never report as locked or relocked, it will always be reported as unlocked. I don't how to be more plain in describing this.
And yes, you can take an OTA when unlocked, as long as you have a stock ROM and recovery and your bootloader is the correct version for your ROM. If your bootload and ROM are out of sync (ie. you have a Marshmallow bootloader and a Lollipop ROM), if your bootloader and ROM are out of sync, you could potentially get into a hard bricked situation.
Click to expand...
Click to collapse
not any more? damn....yea we say the same think,sry for my english,yea i khow what you talking about i brick my moto x like this!!! any way.
ty for the new info about bootloader.
you was 100%
were you a clear,thanks a lot,and i hope to help him
Once I sent my hard bricked phone to Motorola. I had unlocked the bootloader and done the stupid mistake of sideloading an older version and upgrading to a newer, but still older version. When it came back, it said it was Status Code 0.
Wonder how they did it.
yagyaxt1068 said:
Once I sent my hard bricked phone to Motorola. I had unlocked the bootloader and done the stupid mistake of sideloading an older version and upgrading to a newer, but still older version. When it came back, it said it was Status Code 0.
Wonder how they did it.
Click to expand...
Click to collapse
They flash the eMMC chip (internal storage chip) directly... If you could get the right image you could possibly do it yourself with a few hundred to thousand dollar investment in a proper JTAG flashing unit.
Key would be getting the right Image, this would be far more than just a normal stock fastboot image, and is probably generated on the fly per device due to differences in serial number, IMEI, etc. These types of images don't get leaked out.
acejavelin said:
I'm not exactly sure what you are saying, but I think the jist of it is how do you relock the bootloader... the answer is you cannot, once it is unlocked it will always report as unlocked, even if you reflash stock and find a way to relock the device.
When you unlocked your device, it was plainly stated in the disclosure on the website that once the bootloader is unlocked, it is irreversible.
Click to expand...
Click to collapse
ok so what if you have never root unlocked, did nothing but use as intended to be.. never trying to do anything to it. wtf would i have a code 2 status then? care to sum that up for me.. cause 100% my situation.
wiytboi said:
ok so what if you have never root unlocked, did nothing but use as intended to be.. never trying to do anything to it. wtf would i have a code 2 status then? care to sum that up for me.. cause 100% my situation.
Click to expand...
Click to collapse
You unlocked the bootloader... It doesn't matter if you actually changed anything else or not. Once it's been done, this status code can never go back to 0. If the status code is 2 and you didn't unlock the bootloader, then someone else did.
acejavelin said:
You unlocked the bootloader... It doesn't matter if you actually changed anything else or not. Once it's been done, this status code can never go back to 0. If the status code is 2 and you didn't unlock the bootloader, then someone else did.
Click to expand...
Click to collapse
No I didn't.. I don't even know how to.. I just found out about recovery mode.. Wait wait before i say that.. How do you unlock boot loader? Turning developer mode on? Going to recovery menu? I've never hard reset it.. Just soft or doing new device. You said it could work fine for a while then shirt out? Like guy I bought from did and then I bought used for couple years and then went tits up?
wiytboi said:
No I didn't.. I don't even know how to.. I just found out about recovery mode.. Wait wait before i say that.. How do you unlock boot loader? Turning developer mode on? Going to recovery menu? I've never hard reset it.. Just soft or doing new device. You said it could work fine for a while then shirt out? Like guy I bought from did and then I bought used for couple years and then went tits up?
Click to expand...
Click to collapse
You unlock the bootloader with a series of steps that includes submitting a code to Motorola and getting an unlock code back... Performing it forces a factory reset as well. It's not something you can do by accident.
The issue with Status Code 2 was that an official update could have detected that and refused to update properly or done something worse... That never happened.
If everything is working fine, the status being 2 isn't important, it just means the previous owners had unlocked the bootloader and likely rooted or otherwise modified the phone.
I want to do this. Is there a way to do so and retain data?
gunnyman said:
I want to do this. Is there a way to do so and retain data?
Click to expand...
Click to collapse
via fastboot...
fastboot oem lock
I don't recall if it factory defaults, as I rarely lock
bootloader locked now won't boot
All I want to do is run the RUU to get it back to stock
gunnyman said:
bootloader locked now won't boot
All I want to do is run the RUU to get it back to stock
Click to expand...
Click to collapse
Download appropriate RUU from https://forum.xda-developers.com/u11/how-to/collection-htcu-u11-ruu-firmware-t3612048 place it on SD card, rename to 2PZCIMG.zip, put SD card into phone, press & hold vol down and power button to boot into download mode and confirm RUU flashing (battery should be over 30 or something %)
[Edited for better description.]
I have twrp still installed recovery won't start and it doesn't boot
gunnyman said:
I have twrp still installed recovery won't start and it doesn't boot
Click to expand...
Click to collapse
I edited my post for better description. You should do what it says there (you need to boot to download mode).
Also relocking bootloader with twrp still installed is a no no
Ok. Thanks. I'm charging phone now I got running ruu exe sorted. Thanks for the push in the right direction
gunnyman said:
Ok. Thanks. I'm charging phone now I got running ruu exe sorted. Thanks for the push in the right direction
Click to expand...
Click to collapse
Np.. Hope you get it sorted.
(the steps I described I described are for sd card method, if there is ruu exe for your variant you should just follow instructions once you start ruu exe on your computer)
I was freaking out because I was getting USB error 170 running the RUU. Got it all sorted out and am back up and running.
gunnyman said:
I was freaking out because I was getting USB error 170 running the RUU. Got it all sorted out and am back up and running.
Click to expand...
Click to collapse
Good to hear :good:
Sorry to hijack the thread but is there any way to unlock bootloader without going through the htcdev method? I believe that the warranty is voided if i unlock my bootloader and the support will not entertain any hardware damage (not caused by me) which is why i wanted to unlock without using htcdev. Any info is appreciated, thanks!
tokenbest said:
Sorry to hijack the thread but is there any way to unlock bootloader without going through the htcdev method? I believe that the warranty is voided if i unlock my bootloader and the support will not entertain any hardware damage (not caused by me) which is why i wanted to unlock without using htcdev. Any info is appreciated, thanks!
Click to expand...
Click to collapse
There isn't at least for now. And in any case until there is s-off even if there was other way it will show as relocked and modified after you lock it again.
there's no sunshine in the sky for now, but warranty is not voided in most countries/cases anyway.
velimircek said:
There isn't at least for now. And in any case until there is s-off even if there was other way it will show as relocked and modified after you lock it again.
there's no sunshine in the sky for now, but warranty is not voided in most countries/cases anyway.
Click to expand...
Click to collapse
Thanks but sadly.. the customer support for HTC Singapore said warranty would be void after unlocking bootloader and any issues would not be covered, seriously though -_- sucks to hear that and making me hesitate on purchasing a U11 currently.
tokenbest said:
Thanks but sadly.. the customer support for HTC Singapore said warranty would be void after unlocking bootloader and any issues would not be covered, seriously though -_- sucks to hear that and making me hesitate on purchasing a U11 currently.
Click to expand...
Click to collapse
I got the same response from HTC Czech Republic: unlocking the bootloader would instantly void my warranty, plus they said that warranty-keeping bootloader unlock is possible only in that one special case for US customers, the rest of the world voids their warranty by doing so :/
Rant on the side: I truly despise not being allowed to get root privileges without voiding the warranty - it is MY device, yet I can't control the system. I want to do MY own backups, control (or inspect) the data apps save to MY phone, and control the configuration of MY system. I really hate being locked out from even such basic configurations as the hosts file is - I'm effectively barred from some aspects of web development so that advertisements can be shoved down my throat
gunnyman said:
bootloader locked now won't boot
All I want to do is run the RUU to get it back to stock
Click to expand...
Click to collapse
How did you get it to relock? i keep getting a failed messaged with the command above.
C:\adb>fastboot oem lock
...
FAILED (remote: unknown command)
finished. total time: 0.004s
tokenbest said:
Sorry to hijack the thread but is there any way to unlock bootloader without going through the htcdev method? I believe that the warranty is voided if i unlock my bootloader and the support will not entertain any hardware damage (not caused by me) which is why i wanted to unlock without using htcdev. Any info is appreciated, thanks!
Click to expand...
Click to collapse
Right now it's only with the 175 USD XTC2Clip with all the attachments including the power adapter - and as of my last look, it cannot factory lock the bootloader thanks to temporary S-OFF so it will show up as relocked which will void the warranty anyway. In other words, we are all out of luck for now.
And it remains to be seen if HTC actually lets us keep our warranty in the US... The warranty in the box says otherwise.
EtherealRemnant said:
Right now it's only with the 175 USD XTC2Clip with all the attachments including the power adapter - and as of my last look, it cannot factory lock the bootloader thanks to temporary S-OFF so it will show up as relocked which will void the warranty anyway. In other words, we are all out of luck for now.
And it remains to be seen if HTC actually lets us keep our warranty in the US... The warranty in the box says otherwise.
Click to expand...
Click to collapse
175.00, S-off is not that important. Like you said a relocked bootloader voids your warranty. Why are people bothering to relock bootloader especially the OP to run the RUU, it is not needed. You do mention XTC2Clip a lot in these threads. You holding stock in the company? lol
schmeggy929 said:
175.00, S-off is not that important. Like you said a relocked bootloader voids your warranty. Why are people bothering to relock bootloader especially the OP to run the RUU, it is not needed. You do mention XTC2Clip a lot in these threads. You holding stock in the company? lol
Click to expand...
Click to collapse
Hell no, I have no interest in dropping another 175 bucks, I think it's ridiculous but it is currently the only way to do a number of things with the device. I'd consider it if being able to unlock and relock the phone without HTC ever having a clue was a big deal or there was a Google edition and I needed to change the CID and MID or other things but honestly, I still have my 10 if I really need to get at something that was on that phone but not on this one (for example my Battle.net authenticator). I suppose I could always try Helium though with my desktop but I imagine that's a protected app like Google Authenticator which required root to backup and why I switched to Authy.
I mentioned the XTC2Clip because it is the only way to get S-OFF of any kind right now and to point out that even with its temp S-OFF, it still can't restore the bootloader to factory locked status. It's an important thing to point out, not everyone knows that HTC has two different locked statuses, one that proves the phone has been tampered with, and one that is factory locked. A lot of people ask to go back to stock so they can send it in for a warranty claim or a refund to go buy another device. The relocked bootloader obviously kills one or both options depending on the situation.
EtherealRemnant said:
Right now it's only with the 175 USD XTC2Clip with all the attachments including the power adapter - and as of my last look, it cannot factory lock the bootloader thanks to temporary S-OFF so it will show up as relocked which will void the warranty anyway. In other words, we are all out of luck for now.
And it remains to be seen if HTC actually lets us keep our warranty in the US... The warranty in the box says otherwise.
Click to expand...
Click to collapse
schmeggy929 said:
175.00, S-off is not that important. Like you said a relocked bootloader voids your warranty. Why are people bothering to relock bootloader especially the OP to run the RUU, it is not needed. You do mention XTC2Clip a lot in these threads. You holding stock in the company? lol
Click to expand...
Click to collapse
Does it void warranty? I returned my bootloader relocked U11 to HTC due to a scratch on the display. Was offered a refund or exchange. I had to go the refund route to swap colours ( I went from Black to Blue). Was accepted without any fuss.
Galactus said:
Does it void warranty? I returned my bootloader relocked U11 to HTC due to a scratch on the display. Was offered a refund or exchange. I had to go the refund route to swap colours ( I went from Black to Blue). Was accepted without any fuss.
Click to expand...
Click to collapse
Yeah, a lot of people are claiming unlocked bootloader voids warranty now, however US is more relaxed. Every single HTC phone I had was returned with Unlocked Bootloader and S-off, never had a problem. Other countries are more strict I guess. I can understand not knowing the return policy and people relock for that reason(for returns) but I see many relocking for flashing RUU or firmware. This is not needed or even should be done. I'm a RUU flasher with each update, so I know no problems arise. This has been the case for the last 8,9 or 10 phones lol.
HELP! I was trying to re-lock my bootloader so I went into Developer options and turned off the OEM unlocking option, which told me to restart my device. restarting it brought me to the bootloader so I then issued the fastboot.exe flashing lock command and after that I'm getting the message No valid operating system could be found. The device will not boot. what are my options??
dimm0k said:
HELP! I was trying to re-lock my bootloader so I went into Developer options and turned off the OEM unlocking option, which told me to restart my device. restarting it brought me to the bootloader so I then issued the fastboot.exe flashing lock command and after that I'm getting the message No valid operating system could be found. The device will not boot. what are my options??
Click to expand...
Click to collapse
The correct command is fastboot flashing lock. If you can get into bootloader reflash the factory image and it should reboot
If you want to re-lock the bootloader, you need to have a completely stock ROM or have a ROM with a custom avb key flashed. Anything else will show the error you noted.
You should be able to solve this by flashing the stock OTA in recovery mode.
K1nsey6 said:
The correct command is fastboot flashing lock. If you can get into bootloader reflash the factory image and it should reboot
Click to expand...
Click to collapse
I can get into the bootloader, however here I'm seeing the message that the bootloader is already locked! tried flashing the November update, but getting the failed message that I need to be unlocked
craigacgomez said:
If you want to re-lock the bootloader, you need to have a completely stock ROM or have a ROM with a custom avb key flashed. Anything else will show the error you noted.
You should be able to solve this by flashing the stock OTA in recovery mode.
Click to expand...
Click to collapse
when I try to get to recovery mode through the bootloader, it immediately spits me back out to the message that there's no valid operating system and to press the power button to power off
Seems like you messed up and bricked your device try seeing if you can unlock your bootloader still if not contact whoever you got device off and report for warranty
dimm0k said:
when I try to get to recovery mode through the bootloader...
Click to expand...
Click to collapse
FYI, the bootloader is one of the functional recovery modes.
Try the online Google flash tool. This is what I used to flash back to stock after unrooting my device to run some tests. Although in my case, as you're meant to, I performed the flash prior to re-locking the bootloader, so it might not work for you.
Android Flash Tool
flash.android.com
minidude2012 said:
Seems like you messed up and bricked your device try seeing if you can unlock your bootloader still if not contact whoever you got device off and report for warranty
Click to expand...
Click to collapse
NippleSauce said:
FYI, the bootloader is one of the functional recovery modes.
Click to expand...
Click to collapse
Beefheart said:
Try the online Google flash tool. This is what I used to flash back to stock after unrooting my device to run some tests. Although in my case, as you're meant to, I performed the flash prior to re-locking the bootloader, so it might not work for you.
Android Flash Tool
flash.android.com
Click to expand...
Click to collapse
unfortunately that was a no go for me as well... tells me I need to unlock to perform any of the functions
that said, any possibility the guys at Ubreakifix would be able to get this fixed?
dimm0k said:
unfortunately that was a no go for me as well... tells me I need to unlock to perform any of the functions
that said, any possibility the guys at Ubreakifix would be able to get this fixed?
Click to expand...
Click to collapse
Unlikely. This now needs a logic board swap I suspect. You can't unlock the bootloader as you toggled the OEM switch in developer options then relocked the bootloader before flashing stock, you can't boot to Android to untoggle that switch to allow another fastboot unlock command because you have a non-stock image installed with a locked bootloader, and you can't flash back to stock.
Sorry to say, your phone appears to be bricked.
Send it back for a warranty swap. The bootloader is listed as being locked, so unless they delve deeper, it's not obvious the end-user is at fault rather than the device simply refusing to boot one day for no apparent reason.
Beefheart said:
Send it back for a warranty swap. The bootloader is listed as being locked, so unless they delve deeper, it's not obvious the end-user is at fault rather than the device simply refusing to boot one day for no apparent reason.
Click to expand...
Click to collapse
should I try sending it back for a warranty swap or would sending it into Google for repairs not be a good idea?
Did you buy it direct from Google? If so that could be an issue, as they're likely going to try to diagnose the fault prior to sending out a replacement, and will discover it's caused by you before refusing a replacement. Where as if you bought it from some a third party vender, they will likely just swap it without any in depth checks.
Beefheart said:
Did you buy it direct from Google? If so that could be an issue, as they're likely going to try to diagnose the fault prior to sending out a replacement, and will discover it's caused by you before refusing a replacement. Where as if you bought it from some a third party vender, they will likely just swap it without any in depth checks.
Click to expand...
Click to collapse
I purchased this from Amazon when they had the $200 Amazon GC offer... they're allowing me to return the phone, but if I were to buy it again from them it would be at full price. for some reason they are not allowing exchanges/replacement. that said, I was exploring if it would be worth sending to Google for a repair... when you say they in the last sentence, are you referring to Google or the third party vendor?
dimm0k said:
I purchased this from Amazon when they had the $200 Amazon GC offer... they're allowing me to return the phone, but if I were to buy it again from them it would be at full price. for some reason they are not allowing exchanges/replacement. that said, I was exploring if it would be worth sending to Google for a repair... when you say they in the last sentence, are you referring to Google or the third party vendor?
Click to expand...
Click to collapse
That's their policy. I bought a Logitech MX Keys for £65 in a UK deal about 10 months ago. When it developed a fault, they offered me a full refund but point blank refused an exchange for a new keyboard, which annoyed me no end as it had gone up to £105 at that point. But it can work the other way around too and you can be the one with the money in your pocket. I've had that happen too.
Beefheart said:
That's their policy. I bought a Logitech MX Keys for £65 in a UK deal about 10 months ago. When it developed a fault, they offered me a full refund but point blank refused an exchange for a new keyboard, which annoyed me no end as it had gone up to £105 at that point. But it can work the other way around too and you can be the one with the money in your pocket. I've had that happen too.
Click to expand...
Click to collapse
damn, that is rather disappointing! that said and from your response, I guess it's better to go and return to Amazon then...
dimm0k said:
damn, that is rather disappointing! that said and from your response, I guess it's better to go and return to Amazon then...
Click to expand...
Click to collapse
The question is, can you use the GC when you purchase another phone?
schmeggy929 said:
The question is, can you use the GC when you purchase another phone?
Click to expand...
Click to collapse
unfortunately Amazon thought of abuse this way and priced it so that the device was $200 less from the get-go and charging $200 for the GC
Doesn’t matter what they say, if the device is in warranty, just write them that the device is damaged. They must replace it.