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Hello everybody,
I want to tell you what happened to my Touch Pro this evening:
On the display (also if the device is off) appeared a small rectangle in the center (about 2x3 cm) made from bubbles. Well, not bubbles, I’m quite sure that are liquid crystal. If I put pressure with the finger the “bubbles” move and follow the pressure also out form the edge of this small rectangle)
As I can reach a decent camera I’ll post some photos of this rectangle.
The strange thing is that the device didn’t fall in ground, didn’t have temperature range; nothing hit it and so on. It was in my pocket well safe!!
If display is on the problem is quite invisible, if display is "black" or off... ....Grrrr!!!
Now, my questions:
1) Warranty is also for display?
2) How warranty works in Italy? Where should I ship the item? Which times?
3) If I have ship the device, sould I load the original rom & radio? Where can I find the rom?
Certainly, first thing I’m going to do Monday morning Is to call Italy HTC’s support number…
Thanks a regards,
Andrea
The "oil spot" problem isn't a broken display. It's the touch sensitive layer, which has been subject to too much pressure (carrying it in your pants pocket, etc). This has been happening on a bunch of Touch Pros and Diamonds. You should still be able to use it just fine, but touch sensitivity may get worse over time.
HTC may or may not be willing to replace it for you (and if so, they may or may not charge some kind of fee). Although it's just a hardware change, you should probably recover stock SoftSPL for warranty.
I have the "oil patch" problem with my Touch Pro. Unfortunately when I first noticed, HTC would not fix it for me, so I still have the oil patch on my screen, although everything still works fine so far. If it gets worse, I plan on buying a replacement LCD/touchscreen and replacing it myself:
http://mobile.brando.com.hk/prod_detail.php?prod_id=03799
I've noticed this problem on quite a few of the original touch / elf / 6900 phones, including my old personal phone which I used in this condition for many many months without every having any actual issues. It is strange but like you said: pretty much not noticeable when on and probably just best left alone unless it really bothers you.
I have the same spot but it is not causing any problems that I noticed but there is many who have this spot in the diamond forum.
today i also noticed this on my touch pro..i sort of fell asleep on it and i think i might have messed it up
i can see that oil spot that you mention but only if i tilt the phone at a certain angle and only if the screen is off.When the display is on i can see everything properly
The problem:
Touch function is messed up badly..i tested in notes application and sometimes when i press at a point X the dot appears somewhere else on the screen...Internet browsing is a pain in the ass like this...
i also noticed one thing..i took the stylus out, put the phone next to my ear and i tapped at the area outside the oil mark. I get the normal soft sound and pressure feeling as it should be.. When i do the same at the oil spot its rather hard feeling and sound..
i will contact HTC on monday and see what they say about it..
otherwise i will get a replacement for 159euros (inc installation) from pdatech...
Happened to my Fuze...
Happened to me too 60 days into owning it. I carry all my phones in my pocket, but have never had this problem. I brought it into the at&t store that I got it at and they never saw it either (it is only a few months old for them and have not had any complanints yet). They were going to replace it for me but were sold out. They had me call the warranty department and they replaced it with a refurbished unit (although all of their refurbished units are brand new as of this point because the phone is so new for at&t).
If you got your phone through at&t call warranty support and they will swap it out if the unit is under warranty (which being 2 months old at this point it will be).
This happened to my Fuze as well. I tried to call AT&T support and visit a corp store but they ruled it as physical damage, thus voiding my warranty. Apparently the "crystals" under the display are cracked/damaged, causing the rectangle. Who knows.
has anyone successfully sent a touch pro raphael to HTC repair shop to be repaired under warranty with this issue?? its really bothering me that i can see it and i feel like it will affect my phone eventually...
Add me to the list too.. I am going to try to get mine replaced through Sprint if it gets bad. I hope they know this is an issue/defect and not something like water damage
ez345 said:
has anyone successfully sent a touch pro raphael to HTC repair shop to be repaired under warranty with this issue?? its really bothering me that i can see it and i feel like it will affect my phone eventually...
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I believe this is a design/quality issue. I posted about this same problem here some weeks back. HTC will not repair under warranty, paid in total 77 pounds to get this fix from them. I believe they are aware this is a problem because in the warranty book, screens are not covered even when its not your fault. They call it Newton ring .
Funny thing that a lot of people started noticing this issue very recently: as if a cheap component came to the end of its life cycle.. propably in my head only..
Anyway: I noticed this on my TP a few days ago and I'm going to drop my phone to the local service. It's the second time in just over 4 months.. crappy build quality really
also: Diamond users have had the same issue: http://forum.xda-developers.com/showthread.php?t=439410
Local HTC service got back to me: they're insisting that it's a 'mechanical fault, not covered by the manufacturers warranty'. Then it gets better: the estimated repair cost is 275 euros (that's roughly 355 USD) for the replacement of the display and front cover.
Naturally I'm going to challenge this as the oily patch appeared over night when the phone was sitting on a table.
not that im questioning what happened but personally i find it difficult to imagine how it can get the oil spot just by sitting on the table :S
normally you would expect this after exserting enough force on the screen. Personally that was my case. I sort of fell asleep on the phone and might have hit it on the metal edges of the bed..anyway i got mine replaced from pdatech.nl for ~170euros including installation costs..
Well if I had to venture a guess, I'd say that the 2h navigation on the night before took its toll on the display and during the night it just spread out and became visible..
how dodgy. I have been getting this problem, but funnily enough I thought it was due to air pressure, because it happened to mine when i was on the plane.
anyway i was just coming home from someplace real hot (40C), and it kept giving me the screen alignment problem for a few weeks, kept thinking i was pressing the top right corner of the screen regardless where I pressed. However, found that putting slight pressure on the screen for a few hours (i.e. a weight) fixed the screen alignment problem temporarily (for a few hours).
Anyway, just came back on the plane from someplace real cold (-10C), now the problem has ceased.
???? air pressure? or temperature variation?
I don't have the screen oil spot problem you guys have however.
Here's to it lasting a little while longer...
I asked for a more detailed report of the fault and the service just said that 'It's a fault defined as OOW (Out Of Warranty) by the manufacturer' and that there's nothing they can do but charge me for the repair. Note: they're not even putting the blame on me saying 'abuse/misuse'!
Now I'm going to go to the seller (expansys) and hope that they have some interest in keeping customers happy (and maybe have more business with them in the future!) and make things right (=fix my phone or replace it).
Wow, and I thought I was the only one. I've noticed the same oily stain after falling asleep on the phone. I've had it for a month now, and I've gotten used to it. It does not seem to affect the sensitivity or the accuracy on the touch screen. At least not in my case.
Does anyone have any experience replacing the touch screen by themselves? Is it a complicated operation? I would greatly appreciate a 10-step-guide on how to replace the screen, if it's going to be an issue over time.
disassembly guide
check out the wiki of xda click on service manuals and look for raphael. its on page 19 of the PDF
I noticed this issue on my Touch Pro today morning! I used my phone last evening and everything was fine. Now the touch screen doesn`t work at all. Great.
Same issue
I have also been victim of the oily patch.
I have had the Sprint Touch Pro since November and it just happened within the past 2 weeks.
Maybe this is due to not putting the screen protector on the phone.
I'm going to try visiting the Sprint Repair Center to replace it and then put the InvisibleShield Screen Protector on it.
So I've had my phone for 3 months now and its awesome. There's just one bloody problem...it creaks at the bottom near the soft keys and USB charger slot.
Has anyone had this problem? I'm not sure how to fix it.
The problem has been there since the beginning but it was confined near the usb charging slot and I only noticed it when I held the phone with one hand. So I put a case on it which minimized it but its progressively getting worse. It now creaks through the case as well. Without the case it is really sqeeky.
I dont feel like returning it for this...not sure if they will even indulge me. But its only been 3 months and its getting worse. It might be quite bad in a year's time. It does not affect any function but annoys the hell out of me everytime i pick it up.
I thought I would ask here if anyone can give me any advice. What would you do?
No squeek on mine and I've had it since launch. Sorry, I have no advice. But that would bother me too.
I remember this happening on an old PSP of mine back in the day. after a year of the annoying creaking i couldn't take it and opened it up and smothered the area of creaking with super glue. doubt you'd do that to your SR though..
Brick and get a new phone
Sent from my SGH-T989 using Tapatalk
3 months I don't think they'd give you a new phone. 30 days you might have a chance. I returned mine within 3 days because right below the power button I could feel where the two halves met. It bugged the hell out of me. The sales guy looked at me like I was nuts, but after walking him around to compare mine to the floor models he agreed to exchange it.
Go back to wherever you got it and see what they are willing to do, or brick it.
kr3w1337 said:
Brick and get a new phone
Sent from my SGH-T989 using Tapatalk
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don't!!!! If you send a bricked phone to Samsung for warranty from Rogers, especially after 3 month use, all it will do after 4 weeks they will send it back say there is water damage(there is always little water damage inside so you can't prove otherwise) so they don;t have to give you a new one and you will end up with a bricked phone, $400 quote to fix it, $30 charge if you decline fixing it and you have not used it for a month.
Just take it to local cellphone repair shop they will fix it for $20.
Yeah I kinda expect bricking is not the wisest move for Rogers. I didn't return it early on because the problem was virtually unnoticable. I also remember waiting for about a week or two for this phone to be delivered and it was such a long time for me because I couldn't wait , and I didn't want to go through that again.
Might check out a repairshop... or if anyone knows a really tight case, I might try that too. I'll try superglue experimentation on it when its old and worth much much less lol.
Alright so I got my gs3 today and I recently noticed that there is a piece of dust near the top of the display. I know it is dust because it is still visible with the screen off. I'm not really bothered by it considering it's about the size of a pixel. Do you recommend I attempt to exchange it, or just live with it. It's in the notification bar and is almost never visible and I didn't notice it the first time I checked it for dead pixels.
tcb4 said:
Alright so I got my gs3 today and I recently noticed that there is a piece of dust near the top of the display. I know it is dust because it is still visible with the screen off. I'm not really bothered by it considering it's about the size of a pixel. Do you recommend I attempt to exchange it, or just live with it. It's in the notification bar and is almost never visible and I didn't notice it the first time I checked it for dead pixels.
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If it doesn't bother you I would just keep it. It is a major hassle switching out phones and the stores will generally fight you tooth and nail to keep from allowing the exchange unless the phone is really defective. Good luck!
The Dark One
I would exchange it.
Sent from my SAMSUNG-SGH-I747 using xda app-developers app
DarkMage619 said:
If it doesn't bother you I would just keep it. It is a major hassle switching out phones and the stores will generally fight you tooth and nail to keep from allowing the exchange unless the phone is really defective. Good luck!
The Dark One
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To be honest I have more crap stuck in between my screen protector and the Glass. It's hardly noticeable so I'm not really worried. I know if I go into a vzw store they will be difficult. Even if I get a new one it could have a dead pixel smack dab in the center. Still an awesome phone.
It was a huge pain getting my Galaxy S3 replaced at a Verizon store for a legitimate problem- I had a dead pixel. The employee helping me refused to replace it, until finally the manager came and looked at it, deeming it a legitimate problem and allowed me a swap for a new device.
So if it doesn't bother you, don't worry about it.
I had my first GS3 replaced by T-Mobile. Right after I called they sent a brand new one overnight at no cost to me. Sent first phone back with the included return shipping label. Everything was easy as pie.
tcb4 said:
Alright so I got my gs3 today and I recently noticed that there is a piece of dust near the top of the display. I know it is dust because it is still visible with the screen off. I'm not really bothered by it considering it's about the size of a pixel. Do you recommend I attempt to exchange it, or just live with it. It's in the notification bar and is almost never visible and I didn't notice it the first time I checked it for dead pixels.
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Click to collapse
I am in Canada but I imagine it still works the same. I never go into the store to deal with problems like that. Call them up (not the individual store). The people on the other end are used to dealing with that all day and have the policy down pat. I would believe they would resolve the issue immediately and send a replacement. At the minimum you will be opening a ticket (file) about the issue. An remember polite and firm, if the original person you are dealing with cannot resolve to your satisfaction request talking to a manager. They have more latitude when dealing with issues.
An I am sorry it's brand new. You are entitled to have it in perfect working condition including not having trapped dust. Give them a call.
P.S. An yes you are bothered by it, or you would of never taken the time to Create your OP. An I would be bothered by it as well.
Good luck.
I'm debating because right now I am bothered by it, but I know in a little while I really won't care. I'll see if I can get it replaced, but if I can't it won't be the end of the world.
Judge34411 said:
I am in Canada but I imagine it still works the same. I never go into the store to deal with problems like that. Call them up (not the individual store). The people on the other end are used to dealing with that all day and have the policy down pat. I would believe they would resolve the issue immediately and send a replacement. At the minimum you will be opening a ticket (file) about the issue. An remember polite and firm, if the original person you are dealing with cannot resolve to your satisfaction request talking to a manager. They have more latitude when dealing with issues.
An I am sorry it's brand new. You are entitled to have it in perfect working condition including not having trapped dust. Give them a call.
P.S. An yes you are bothered by it, or you would of never taken the time to Create your OP. An I would be bothered by it as well.
Good luck.
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Ha Ha, well I got two new ones. the second one had a dead pixel right in the middle.
Dirt Or Dead Pixel Under Screen
I just went through this myself, I bought a new S3 from Future Shop, it was great for the first 7 days then I just happened to have a grey wallpaper up and I noticed faint black lines almost in the middle of the screen and they ran from the top to the bottom, and as I scrolled the wallpaper back and forth they were very noticeable, I myself am the type of guy that now that I know its there it drives me crazy, I ended up taking it into the store and the sales rep looked at it and pulled another out to compare, he sat there for 10 minutes comparing it and finally told me the new one has the same lines but refused to show me it. So I took my phone and left. After I get home just before bed I noticed a black dot near the top, I tried wiping it off for I thought it was dust but it did not move, I could not figure out what it was, I thought dust but how did it get there in a matter of a few hours when I don't put my phone anywhere that it could cause dust to get into the screen like that, I ended up shinning a light on it with the screen off and it was not there so it was a pixel issue, I ended up going back to the store this morning where I had to argue and complain for 20 minutes before they finally exchanged it as they tried telling me it was dust behind the screen, anyway the new one is perfect. There should be no issue when you want to return or exchange your phone especially when you just shelled out $600 to buy it. But I suppose with the mass production of these phones there is bound to be issues with some.
:crying:
LONG VERSION:
Well when I first got my idol 3 on May 23rd the first thing I did before turning it on was to install a cheap plastic screen protector. I then turned it on, played with it and poured over the outside of the phone. Build seemed good. The only area I genuinely disliked was the design choice laying the glass screen on TOP of the frame/bezels. It looks nice but I thought at the time, 'makes me worry about dropping it, even with a case'. I always use TPU cases with no problems and installed it on the idol. Today my screen shattered. I did not drop the phone (haven't dropped it once in the 3+ weeks I've owned it). I did not bump into anything. The phone was in my side pocket of my work pants (not 'skinny' jeans I wear loose pants/jeans. Side rant: no disrespect to the hipsters but skinny jeans are not in my vocabulary, I don't know anyone that looks good in them ) while I drove from work around the corner to Wegmans (grocery store). Got in the store and pulled out my phone only to see a shattered screen. I thought it was my tempered screen protector ( I put that on a few days after getting the phone once they were in stock) until I noticed I couldn't use the bottom 2/3 of the touchscreen. Digitizer was shot. Ugh. Looking back the only point I can think of where any pressure was applied to the screen would be when I got out of the car and my pants probably tightened when pivoting off the seat. Seriously. That's it. I must have done the same thing 2 dozen times as I almost always go to Wegmans after work and since it's so close I leave the phone in my pocket (loose pockets!!). Afterwards while driving home I always put the phone in it's holster on the dash. I got home and pulled the tempered glass off (incidentally the glass protector is fine..) and took a closer look. Remember "Bendgate" with the 6-plus? Yeah my phone is also ever so slightly bent as well. I baby the hell out of my phone, not a scratch or nick anywhere on the body. I'm so disappointed. I absolutely love this phone and yesterday I would rate alcatel/the phone a 4.5 out of 5 for a stellar product with few issues (obv. the pervasive DT2W issue). But after today I strongly believe they messed up their design by putting the glass on top of the frame and not embedded within the bezels like almost every other phone out there. I'm preparing my email to alcatel now in hopes I get something from them but I know they have no reason to believe my story as to how this happened. I don't believe my actions were a result of misuse by any means as I've owned plenty of smartphones without ever breaking one. I don't expect anything from Alcatel but I seriously hope their next iteration of this phone will be better protected. I'm creating this thread as a warning to all the other owners out there that you need to be very careful handling this phone, If a simple motion such as this can result in a broken screen then I'm sure that a drop will be just as bad even with a tempered glass protector. So everyone PLEASE be careful! Personally I am distrustful of the device's build quality now and will hang on to this until I can buy a replacement screen/digitizer and attempt to replace it myself ( a review on Amazon a few days ago mentioned that screen replacement costs $150, almost the price I paid for the thing) though I will wait to hear back from Alcatel. I'll try to upload a couple pics of the phone, but really all you'll see is an otherwise pristine phone with a broken screen and the leftover residue from my tempered protector (now removed). Ugh, this sucks
Short Version:
My screen broke while in my pocket from minimal to barely moderate pressure and is also now bent, ala #Bendgate. WTF
I can't believe this phone broke that easy, it was either a defective phone or its just fragile. I'm really thinking of returning this phone since it has so many things to it.
Sent from my 6045I
I hope it was just a dud for everyone else's sake, problem is I don't expect Alcatel to replace it under warranty and I'm not willing to spend 75% of what I paid for it on a new screen. THe other issues are minor to me personally, with DT2W being the biggest annoyance. I barely get any lag with animations on top speed and nova launcher and I'm satisfied with the camera for the price point. My previous phone, the HTC One m7 was great until it got the lollipop 5.02 update and then lagged like crazy so I truly believe performance issues will be resolved with an update/root. I'm really devastated this broke so easily as the screen size/front speakers were exactly what I wanted in a phone, not to mention the great battery life I get vs. old phone.
Dang I have a tpu case and tempered glass but I'm scared now lol thinking of returning and getting a OPO
Sent from my 6045I
I seriously considered the opo but for me band support was paramount. I wonder if a hard case would be better for this phone, I know they're harder on the body but would presumably give a bit more structure for the phone. OT, I finally have a use for the reversible feature as it allows me to type on the phone and open most apps flipping the thing upside down over and over :/
Hopefully its not a defect to all phones. I only have till Monday to figure out if I want to return it
Sent from my 6045I
psu2fan said:
I hope it was just a dud for everyone else's sake, problem is I don't expect Alcatel to replace it under warranty and I'm not willing to spend 75% of what I paid for it on a new screen. THe other issues are minor to me personally, with DT2W being the biggest annoyance. I barely get any lag with animations on top speed and nova launcher and I'm satisfied with the camera for the price point. My previous phone, the HTC One m7 was great until it got the lollipop 5.02 update and then lagged like crazy so I truly believe performance issues will be resolved with an update/root. I'm really devastated this broke so easily as the screen size/front speakers were exactly what I wanted in a phone, not to mention the great battery life I get vs. old phone.
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Have you approached Alcatel to see if they will replace the device/display under warranty? Clearly you did not do anything out of the ordinary - drop it to knock it against something - so they *should* replace it, and if not, you should be able to take it up with your credit card company. I feel sorry for your situation. I got my phone for $200, have no problems except the lag ( and more recently more frequent d2w issues ) - and I am waiting for something like you to happen to me. At that time I will have to take it up with Alcatel , because I certainly want to keep the device, for its bright screen and loud speakers alone, for the $200 I paid.
Electronics are not flawless articles - but my suggestion would be give Alcatel support a chance. This will also tell all of us, how good their support really is. Abt 4 years back, I was one of the lucky ones that got in on the $99 HP Touchpad sweepstakes - and right after I got it, the display panel started malfunctioning. So I took it up with HP and they sent me a prepaid box - and had me ship the tablet back to them - and returned it to me after replacing the display. Since that day, that device has been a workhorse for me - Best $90 I ever spent on a piece of electronics. So my point is - sometimes - your immediate experience will be negative - but it is worth give it another chance. And these days, usually your CC company will come to your rescue in such matters.
Oh absolutely. I guess I wasn't very clear about that but I'm retelling my story with them. I certainly hope they do something about it, I just have my doubts.I'll have to read through the terms on my credit card, can't remember if I used Amex or Discover for it.. but I thought you just got an extended warranty through them, no?
Ok I sent out my lengthy email to Alcatel just now, so I'll update this thread when I hear back from them. Also I looked into my purchase and I did use Discover which includes 90-days device coverage including broken screens so I'm covered in case Alcatel doesn't come through. Thanks stl1859, I would not have remembered that if you didn't mention it.
psu2fan said:
:crying:
Short Version:
My screen broke while in my pocket from minimal to barely moderate pressure and is also now bent, ala #Bendgate. WTF
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many of todays phones has this 2.5D corners, so bad luck...it happens. I got ZTE V5, felt many times so i bought screen protector shield (plastic, not foil) and rugged back cover...anyway felt from 50cm to the ceramic tiles and got broken screen..it happens ...**** happens. Hope you will get osme satisfactory. And minimal to barely moderate pressure, really? Do you think that his would someone believe?
DallasCZ said:
many of todays phones has this 2.5D corners, so bad luck...it happens. I got ZTE V5, felt many times so i bought screen protector shield (plastic, not foil) and rugged back cover...anyway felt from 50cm to the ceramic tiles and got broken screen..it happens ...**** happens. Hope you will get osme satisfactory. And minimal to barely moderate pressure, really? Do you think that his would someone believe?
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I know it's hard to believe, I have a hard time believing it. Which is precisely why I posted about this. And yes it was minimal to moderate pressure. I did not drop the device, it was in my pocket and I didn't bump into anything. The only pressure exerted was from my pants as I shifted to the left to get out of the car. I've certainly been fortunate over the years to have never broken a screen; I've dropped my previous phones a handful of times, even rolled over one while it was in my pocket. If any of those things would have happened and resulted in a broken screen/bent phone I wouldn't be posting here.. I expect that outcome in those situations. Also no I don't expect Alcatel to believe me, which is why I was so worried about spending my money on a device only to have it fail in this manner. Thankfully due to the suggestion of another member I will be covered thanks to my CC company.
You are still going to try getting a replacement from Alcatel, right ? I am really interested in knowing how efficient they are in handling repair/exchanges.
stl1859 said:
You are still going to try getting a replacement from Alcatel, right ? I am really interested in knowing how efficient they are in handling repair/exchanges.
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Yes, I'm currently waiting on them. Since I submitted the support email going into the weekend I'm giving them through Monday to reply before I start calling them.
Well, As expected.. BTW the phone number listed is not valid. Had to initiate claims online at alcatel.finetw.com Customer care didn't care (haha) how the phone broke, though I wouldn't expect them to. I'll include a copy of my original email with the phone so that hopefully the tech at least takes a look at the strength of the phone.
Dear xxxxxx,
Thank you for getting in touch with us. We understand your concern and we will be happy to assist you. Unfortunately with physical damaged the warranty gets void, so you can contact the repair center and ask how much they will charge you to fix device, the phone number is 496-484-6610..
Best regards,
ALCATEL ONETOUCH
First, that is a pathetic response. With that kind of attitude, they are not going to gain many customers. Second, I don't think that is a valid statement at all. Defects can cause 'physical damage'. It is a piece of electronics after all . If they are not covering 'physical damage' - what are they covering - emotional damage !!!
They probably meant physical *abuse* - which in your case - there was none. So I do not think they have grounds to decline warranty. It appears that they are simply assuming there was 'physical abuse' . Let me ask you - did you explain the incident - to the level of detail that you did over here ? ( meaning how it was in your pant's pocket - and how there might have been some pressure when you tried to get out of your vehicle , etc etc. ) - Or did you simply tell them that you discovered the screen to be shattered one fine day when you took it out of your pocket ?
Are you still engaging with them, or are you going to go to your CC company now ? I am disappointed with their support. Clearly, the only way they can sell anything if they keep pricing their products dirt cheap. Even then, I would think twice before buying from them.
I'm just thinking that this is going to be my last Alcatel product if I even decide to keep it. This support is pretty bad.
Sent from my 6045I
I keep mine in jeans, including skinny jeans and don't have these issues. It doesn't have much give so I have to position it in the pocket with the least pressure points. I would expect screen separation before screen cracking since it is plastic. I have had issue when its hot the double tap to wake will turn on the lock screen and dial contacts if the pocket is big enough for it to move around. So far I am impressed with dragontrail being less prone to fingerprints, but I do everything to avoid scratches and cracks short of a screen protector so take that into consideration.
i dont think any brand will buy your story even if its true. any physical dmg will become a user end fault no matter which product you purchase since theres no way to prove its their manufacturing fault when its physical defect and the end user is using it.
Sent from my 6045I using XDA Free mobile app
This is really the crux of it. And why I said I did not expect them to do anything. The only way to uncover a design flaw IMO is if this starts happening a lot (like bendgate.. well maybe not a lot in that case but some people showing on video how easily it bent). Also yes I went into great detail about the when/where/how the device broke. I also included the details with the phone, imploring the tech to at least look at the device to determine if there's a structural weak point or something. Sorry I took so long to reply, I've been getting my backup device (LG Leon.. ok phone for price but slooooow) setup and haven't been to the site in a few days.
gavolo said:
i dont think any brand will buy your story even if its true. any physical dmg will become a user end fault no matter which product you purchase since theres no way to prove its their manufacturing fault when its physical defect and the end user is using it.
Sent from my 6045I using XDA Free mobile app
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Yeah I'm going through the CC company now. Interestingly I had to pay $40 to send the device back listing the screen as broken, so maybe (knock on wood) it won't be as expensive after all
Had the 7 Pro less than 6 weeks and noticed a couple issues I was wondering if anyone else is experiencing or has input about. The volume rocker was loose from the get-go, but I assume it's within tolerance levels and can let that go, although the amount of play is concerning. However, about a week ago, the device started heating up at random times and yesterday I noticed the bottom right corner on the back glass panel is lifting. Is it safe to assume this could be the battery swelling? I can gently press it down and it springs back up. (No damage whatsoever from impacts, misuse, etc)
I contacted Google support and the response was...mind bogglingly dumb..."cosmetic damage." I mean, what are ip ratings for, right? My options are to send it to Google for repair or take it to an authorized shop, which are all pretty backed up where I live and google will take a couple weeks. Told them I can't be without a phone since I'm an active paramedic, father, and husband and was pretty much told I'm s.o.l. Posting a pic to see if the device randomly heating and the back lifting in the corner seems like possible battery bulge to anyone else. I hope Google never truly wonders why they make up such a small share of the smartphone market when compared to all other manufacturers. The white spots appear to be adhesive bits
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My Pissel 7 Pro doesn't have such gap between. I mean, they can't really tell if it's JUST a cosmetic issue till they check it out. What if the seal (glue) is broken and the water enters there? Will they say you went Scuba diving with your phone so the water got in due to high pressure? I mean, Google....wth.
That would be factory reset and returned immediately if it was me. Ridiculous comments from Google.
Medic1933 said:
Had the 7 Pro less than 6 weeks and noticed a couple issues I was wondering if anyone else is experiencing or has input about. The volume rocker was loose from the get-go, but I assume it's within tolerance levels and can let that go, although the amount of play is concerning. However, about a week ago, the device started heating up at random times and yesterday I noticed the bottom right corner on the back glass panel is lifting. Is it safe to assume this could be the battery swelling? I can gently press it down and it springs back up. (No damage whatsoever from impacts, misuse, etc)
I contacted Google support and the response was...mind bogglingly dumb..."cosmetic damage." I mean, what are ip ratings for, right? My options are to send it to Google for repair or take it to an authorized shop, which are all pretty backed up where I live and google will take a couple weeks. Told them I can't be without a phone since I'm an active paramedic, father, and husband and was pretty much told I'm s.o.l. Posting a pic to see if the device randomly heating and the back lifting in the corner seems like possible battery bulge to anyone else. I hope Google never truly wonders why they make up such a small share of the smartphone market when compared to all other manufacturers. The white spots appear to be adhesive bitsView attachment 5779423
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Click to collapse
You say the device "started heating up at random times"...did you determine what was causing this to happen? How hot was it when it was heating up? A heat gun is used to remove the back glass on most phones so if the heat was high enough I suppose it could have weakened the glue. Hard to say if the battery is swelling but too much heat can cause all sorts of issues. YMMV
jaseman said:
You say the device "started heating up at random times"...did you determine what was causing this to happen? How hot was it when it was heating up? A heat gun is used to remove the back glass on most phones so if the heat was high enough I suppose it could have weakened the glue. Hard to say if the battery is swelling but too much heat can cause all sorts of issues. YMMV
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You need much higher heat than what a device would normally produce during any kind of usage in order to even soften up the glue.
Starting from 80C degrees and above and it takes a good few minutes to soften it up, it all depends on how high the heat goes (Some go for 100+ but the shorter application of heat). 50-60c (at max) what the phone could heat up to around the frame from the (SOC) heat dissipation wouldn't loosen up the glue like that.
That looks to me like just poor quality control after assembly. Mistakes happen, but their comment is hilarious.
Your device should still be under warranty. Contact Google for repair.
ekin_strops said:
My Pissel 7 Pro doesn't have such gap between. I mean, they can't really tell if it's JUST a cosmetic issue till they check it out. What if the seal (glue) is broken and the water enters there? Will they say you went Scuba diving with your phone so the water got in due to high pressure? I mean, Google....wth.
Click to expand...
Click to collapse
I'm glad yours is good! I have the feeling that like 99.9% are perfectly fine. I couldn't believe the rep really went with that response. They don't warranty cosmetic issues, but yet they stated a repair was under the warranty for it...which makes no sense. It's not cosmetic when a device started separating itself haha. Oh, Google, why are you like this?
Beefheart said:
That would be factory reset and returned immediately if it was me. Ridiculous comments from Google.
Click to expand...
Click to collapse
4 reps and 3.5 hours of chat later, they will finally let me. However, because why not?, the replacement they have finally initiated is the wrong model. The one that has the issue is unlocked and they are trying to send me a carrier branded one. Showed them the original order as unlocked, and now that has been escalated to see if they can send the correct replacement device. I am losing hope that anyone knows what they're doing there. I had a a screen come loose on my original Pixel gen 1 and it was a 15 minute chat with a replacement in hand 48 hours later. Don't know why I'm having to fight so hard for this one, considering how new it is. I seldom ever return or exchange anything, so I find it frustrating.
jaseman said:
You say the device "started heating up at random times"...did you determine what was causing this to happen? How hot was it when it was heating up? A heat gun is used to remove the back glass on most phones so if the heat was high enough I suppose it could have weakened the glue. Hard to say if the battery is swelling but too much heat can cause all sorts of issues. YMMV
Click to expand...
Click to collapse
I'm completely stock for the record. It started last Friday, in the afternoon. No change in cell service (I was on WiFi anyways) and no new apps. Again, unmodified software. I was browsing Chrome and felt the heat through the case, which was a first. It happened 3 more times, 2 out and about on cell, and another time on WiFi. No intensive apps and I don't play games on my phone. I have pretty calloused hands and the last time it heated up, it was borderline uncomfortable to hold. I never downloaded an app to check the temp in hard numbers, but it was hotter than any phone I've ever owned. I was expecting it to shut down but it didn't. Last night I discovered the glass had begun separating and I can only attribute it to the heat, like you stated. When I gently press the corner, there is resistance before if comes back out. It's contacting something that is pushing it, which I why I'm concerned about battery swelling.
V0latyle said:
Your device should still be under warranty. Contact Google for repair.
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Click to collapse
I did and it has been hours of arguing with them. They are finally sending a replacement, but they are sending the incorrect variant. I suspect a few more hours of being angry are heading my way to get that sorted lol. I'm sure, eventually, we'll get there. I have never seen a company fight a hardware issue so hard. I know they aren't selling enough of these things to make such a stink about it. I actually prefer refurbs anyways, since they are more thoroughly checked than the randomized QC checks, but that was asking too much at first, apparently.
This is making me glad I didn't purchase direct from Google and another company is responsible for my potential manufacturing faults in the first 12 months.
There are a lot of complaints about Google's warranty process; just getting a request started is a pain, because their own website is not straightforward - every option assumes you can fix the device using a factory reset, and there's no link to start a warranty/RMA request; you have to contact them via phone/chat/email to start the process.
But on the other hand, there's a lot of success stories, too. My wife's Pixel 5a stopped working randomly - froze up, then turned off and wouldn't turn back on. No damage, no nothing, just went into QUSB mode for no apparent reason. Warranty was only valid for another month but Google covered the repair without question.
Beefheart said:
This is making me glad I didn't purchase direct from Google and another company is responsible for my potential manufacturing faults in the first 12 months.
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Click to collapse
It's making me glad for you haha. Hopefully, you never have to cash in that need, either way
V0latyle said:
There are a lot of complaints about Google's warranty process; just getting a request started is a pain, because their own website is not straightforward - every option assumes you can fix the device using a factory reset, and there's no link to start a warranty/RMA request; you have to contact them via phone/chat/email to start the process.
But on the other hand, there's a lot of success stories, too. My wife's Pixel 5a stopped working randomly - froze up, then turned off and wouldn't turn back on. No damage, no nothing, just went into QUSB mode for no apparent reason. Warranty was only valid for another month but Google covered the repair without question.
Click to expand...
Click to collapse
I completely agree with you. The only other time I needed them, they solved the issue quickly and effectively. It's one reason this experience stuck out as so off-putting to me. But man, are they ever making me work for this. I'm also fully aware that more people will talk about a negative experience vs a positive one. I feel like there is a lot more gatekeeping than there was before with their customer service. Every rep had to speak to someone else and I don't recall that being a thing before, especially with multiple pics highlighting the issue. I won't put a link since this is the P7P forums, but a Google search yielded a bevvy of reddit posts about the same issue on previous Pixels (Pixi?), some with overheating present and others not, with the exact same absurd response of "cosmetic damage." It's just weird move from such a big company.
Glad they took care of your wife's issue! It seems to be a lottery of what rep you get and what they are willing to do about it.
Sorry you're dealing with this. I had to RMA my first one due to screen issue and it was fairly painless. It's a glitch in their system that makes it show they're sending a Fi device. A redditor confirmed same thing happened with them, then the rep told me the same and indeed I got the unlocked variant as I expected.
Medic1933 said:
I'm glad yours is good! I have the feeling that like 99.9% are perfectly fine. I couldn't believe the rep really went with that response. They don't warranty cosmetic issues, but yet they stated a repair was under the warranty for it...which makes no sense. It's not cosmetic when a device started separating itself haha. Oh, Google, why are you like this?
4 reps and 3.5 hours of chat later, they will finally let me. However, because why not?, the replacement they have finally initiated is the wrong model. The one that has the issue is unlocked and they are trying to send me a carrier branded one. Showed them the original order as unlocked, and now that has been escalated to see if they can send the correct replacement device. I am losing hope that anyone knows what they're doing there. I had a a screen come loose on my original Pixel gen 1 and it was a 15 minute chat with a replacement in hand 48 hours later. Don't know why I'm having to fight so hard for this one, considering how new it is. I seldom ever return or exchange anything, so I find it frustrating.
I'm completely stock for the record. It started last Friday, in the afternoon. No change in cell service (I was on WiFi anyways) and no new apps. Again, unmodified software. I was browsing Chrome and felt the heat through the case, which was a first. It happened 3 more times, 2 out and about on cell, and another time on WiFi. No intensive apps and I don't play games on my phone. I have pretty calloused hands and the last time it heated up, it was borderline uncomfortable to hold. I never downloaded an app to check the temp in hard numbers, but it was hotter than any phone I've ever owned. I was expecting it to shut down but it didn't. Last night I discovered the glass had begun separating and I can only attribute it to the heat, like you stated. When I gently press the corner, there is resistance before if comes back out. It's contacting something that is pushing it, which I why I'm concerned about battery swelling.
Click to expand...
Click to collapse
I work for Dish Network and our dumb CSR's are never consistent. If you can't get 1 to cooperate, hang up and call back. Insane you needed FOUR reps to get something done
issasaurus said:
Sorry you're dealing with this. I had to RMA my first one due to screen issue and it was fairly painless. It's a glitch in their system that makes it show they're sending a Fi device. A redditor confirmed same thing happened with them, then the rep told me the same and indeed I got the unlocked variant as I expected.
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Click to collapse
Thanks and that is very comforting to see it's just a glitch with the model display. Sorry you had to send one back too. I feel like they did really good with the hardware this year, which is what brought me back to a Pixel and this situation has kind of soured that haha. They did eventually do the right thing, so there is that, I suppose. They make such awesome phones and I hope that some day they can iron out the inconsistencies with how the handle the rare defective ones.
HipKat said:
I work for Dish Network and our dumb CSR's are never consistent. If you can't get 1 to cooperate, hang up and call back. Insane you needed FOUR reps to get something done
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Haha that's what happened after the first one. I tried for the longest time to explain the situation, concerns, and provide evidence and they were literally copying and pasting the same responses once cosmetic damage was mentioned. The second one was more helpful but after I explained the issues I had with the first person I chatted with, they literally started doing the same thing. I feel like it's a long game approach to screw with people mentally so they just give up haha. They don't seem to read what you write.
Maybe Googs has changed something too, because every single one told me they'd have to speak to the next level of support to answer my questions and I couldn't help but feel like they don't actually have the authority to do anything at tier one without some other approval. Never been a fan of second hand information being related to decisions makers. By rep 3, I was too mad to let it go. Glad they finally fixed it but I'm still a little bitter. I hate bothering people and I am pretty reserved, so having to chase down that many folks so I can get basic customer service was frustrating.