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I bought a Tilt refurb through AT&T and just after the 90 day AT&T warranty, the keyboard began having issues with it where some keys required harder or repeated presses to register. There was no water damage and I never dropped it so who knows why it happened. It really only happened with 2 or 3 keys.
I took it to a repair store locally but they wanted like $120 to "replace" the keyboard and assembly, which made little sense to me since I had only paid $149 for the phone.
So I contacted HTC and in case anyone else is in this boat, just because the AT&T warranty is expired does not mean the HTC warranty has expired.
HTC's warranty is 15 months and they can calculate it from the serial number. They told me I was still within that 15 month period so I am ASSUMING that they will repair it for free.
please say you reverted your rom back to the shipped version before sending it in.
this is currently happening to my "a" key...I hope it doesnt get worse
Aaaaaaaaaaaaaaaaaaaaaaack!!!!!!!!!!!!!!!!!!
Just kidding. Yeah, I did.
this happened to me a few weeks ago. sent it to att. first refurb i got back had a broken screen..second was fine just the slider was misaligned. how can you tell if there is still an HTC warranty on the phone?
Call (888) 354-2375 and read them your serial number.
htc charges you a $30 triage fee upon inspecting the device and then they ill notify you of whats wrong and if its covered..
I was told the triage fee is waived if the problem is covered.
I am having the same issue with my "s" button. i have to press it twice as hard to get it to register half the time and this sucks when you have to use your phone for work emails and such.....
im going to call that number here shortly to see if my phone is coverd still....
thanks for the thread....
I'll post back news when I hear back from them and when I get the phone back.
trjons said:
Call (888) 354-2375 and read them your serial number.
Click to expand...
Click to collapse
Yikes i just called and the guy on the phone told me "it would be about a houndred and forty-five dollars to fix that"
I asked about the 15month thing and he said "that only covers factory defect, a failing keyboard would deffinately not be covered"
I said "yeah ok thanks buddy" (hung up)
wowsers.......
the phone to me is not woth 145.00 to me now when the Raphael/Fuse and HD are so close. ah hell i could probably just buy a refurb from at&t for that much.
i hope you have better results than i did just now.
i will be monitoring this thread in hopes that it works out for you.
30.00 50.00 not so bad 145.00 nah im cool.
fingers crossed for you.
it wouldn't surprise me, but if a failing keyboard isn't considered a factory issue than nothing is.
A warranty should cover anything short of physical damage.
it really sucks that they told you this isnt factory issue.
I bought my device NEW from ATT and I have the same problem.
I was hoping this was ROM issue... but I now see it's not... too bad
just keep bothering them...make them be in your shoes..words can work magic but persistance can get you what you want dont give up just keep bugging them and getting higher personnel
This started happening about a few months after I bought the phone. My V is terrible my A is bad and my S is also bad. I thought it was a ROM issue as well. but now I have to press V extremely hard for it to register. I bought my phone sometime in December of 07 or Jan 08. Can't remember exactly when.
hi everyone, I got my tytn 2 from orange last october and I have the problem with several letters as well. I called up the HTC repair centre and told them it was really annoyed me cos i kept on missing letters in the txt. I sent back my device and fix it under warranty without charging me anything. Fixed in 5 days with UPS delivery. Very good service. Just call them up and try
good luck
I did the same thing. My TyTN II was still under the 15 month warranty thru HTC. They turned it around within about 2 days and had it back to me. They replaced the keyboard and the flex circuit.
They were supposed to call me when they had it to discuss what the issues were, but I never got the call. I wanted them to fix the misalignment issue between my top and bottom half (off by about a 1/16"), but they never did that. When I inquired after I got my phone back, they told me that "physical issues with the phone are not covered under warranty". Only software and internal board related issues.
They still have my phone...haven't heard whether its covered or not...or how much they will charge.
If these guys are anything, they are slow.
recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........
What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml
thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed
the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(
I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***
sounds shocking. Good luck mate and what country are you in?
I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.
I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...
Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days
i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...
I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.
Long story short HTC Rocks!!!!!!!
I purchased my lovely nexus one in Feb, as soon as i convinced my wife why a $529 phone was worth it.
I rooted the phone almost seconds after I unboxed it and never looked back.
4 Months later i started having problems with the power/lock key not responding.
First i thought it was a ROM issue so i tried a few debugging techniques, No such luck.
Then after research i discover this was a known hardware issue.
Crap!! I voided that warranty with a smile on my face and now i may have to pay for it to be repaired.
To hell with that, i have fixed my Palm Tungsten, Blackberry and countless other consumer electronic devices ill fix this too.
I bust out my precision screwdriver set and the case pry tool and find a dis-assembly tutorial on the net. Warranty already void i think nothing of breaking the case seals. But alas i cannot seem to repair the button.
I break down and call HTC repair hot-line. I present the following.
Do you sell parts for repair ---- No sir we do not.
Is there are known issue with the power button ---- Yes there is
I setup a repair ticket.
I tell them i have rooted the phone and am proud of it.
The rep explains that with the phone being rooted it would be out of warranty repair.
They would be re-locking the phone, which is accomplished by replacing the motherboard entirely and i would owe the $196 for that service.
I also explain that i have broken the seals in an attempt to repair the phone
The tech gulps and tells me that i will also have to pay for any damage done while disassembling the phone.
she then writes on the ticket
"Issue Description: defective power button, cx has rooted the phone, and broke the seals in an attempt to repair the device."
SO Everyone is aware that i voided the warranty, the rep the service tech
I knew i would have to pay, so i waited for the email with the quoted price and i would shell out my credit-card and suck it up.
I received an email they received my package
I checked the repair website every couple hours.
I called them every day.
I never received an email for a price authorization.
I called and spoke with a rep who told me my phone was in post-repair testing and should be shipped out soon.
WHAT!!!! THEY REPAIRED IT AS A WARRANTY REPAIR!!!!!!!
I Cannot believe it, but it is on a fed-ex truck destine for my house today!!!
Holy Crap!!!! HTC Rocks.
Is this windfall of fortune because the part that was defective was the same part they would have had to replace because of boot-loader re-locking ???
Who has other experiences.
I searched for threads of peoples repair experiences but found few. I desperately needed to have an idea of what was happening to my beloved phone
HTC seems to be honoring the warranty if it's a hardware problem, even if you've unlocked your bootloader. I haven't had problems with it, but from what I've read that power button tends to go bad. If mine does, I'll call HTC (and not mention the unlocked bootloader), then when I get the phone back I'll do the root-without-unlocking method.
But yeah, HTC seems to have pretty stellar support for their hardware. Can't complain about that.
My similar experience here, but scroll up for a bad experience with a service center outside the US: http://forum.xda-developers.com/showthread.php?p=7076177#post7076177
They sure have very good customer service in the US...but for the repair center, well I can only say they are horrible!
My experience with them here
same problem as me. Got mine back today, and rooted it again. I didn't feel like cutting the sim card slot up and stuff.
They told me that I should ship mine back to HTC because (since frf50) it's been freezing and I need to pull the battery to restart. I don't want to though.
suicide_trend said:
Long story short HTC Rocks!!!!!!!
I purchased my lovely nexus one in Feb, as soon as i convinced my wife why a $529 phone was worth it.
I rooted the phone almost seconds after I unboxed it and never looked back.
4 Months later i started having problems with the power/lock key not responding.
First i thought it was a ROM issue so i tried a few debugging techniques, No such luck.
Then after research i discover this was a known hardware issue.
Crap!! I voided that warranty with a smile on my face and now i may have to pay for it to be repaired.
To hell with that, i have fixed my Palm Tungsten, Blackberry and countless other consumer electronic devices ill fix this too.
I bust out my precision screwdriver set and the case pry tool and find a dis-assembly tutorial on the net. Warranty already void i think nothing of breaking the case seals. But alas i cannot seem to repair the button.
I break down and call HTC repair hot-line. I present the following.
Do you sell parts for repair ---- No sir we do not.
Is there are known issue with the power button ---- Yes there is
I setup a repair ticket.
I tell them i have rooted the phone and am proud of it.
The rep explains that with the phone being rooted it would be out of warranty repair.
They would be re-locking the phone, which is accomplished by replacing the motherboard entirely and i would owe the $196 for that service.
I also explain that i have broken the seals in an attempt to repair the phone
The tech gulps and tells me that i will also have to pay for any damage done while disassembling the phone.
she then writes on the ticket
"Issue Description: defective power button, cx has rooted the phone, and broke the seals in an attempt to repair the device."
SO Everyone is aware that i voided the warranty, the rep the service tech
I knew i would have to pay, so i waited for the email with the quoted price and i would shell out my credit-card and suck it up.
I received an email they received my package
I checked the repair website every couple hours.
I called them every day.
I never received an email for a price authorization.
I called and spoke with a rep who told me my phone was in post-repair testing and should be shipped out soon.
WHAT!!!! THEY REPAIRED IT AS A WARRANTY REPAIR!!!!!!!
I Cannot believe it, but it is on a fed-ex truck destine for my house today!!!
Holy Crap!!!! HTC Rocks.
Is this windfall of fortune because the part that was defective was the same part they would have had to replace because of boot-loader re-locking ???
Who has other experiences.
I searched for threads of peoples repair experiences but found few. I desperately needed to have an idea of what was happening to my beloved phone
Click to expand...
Click to collapse
you are lucky
Have had three VS980 since Nov. 2013 ... One (100% stock) starts to develop some bad spots lately, generally in the "D" and "X" area.
Touching them registers different keys ("X" becomes "C" or "V" or "VC" ...). A factory-reset didnot help.
LG's repair-request webpage is crooked: entry fields are messed up, click "submit" just doesn't give any confirmation & just kicks out
to the beginning again.
Has anyone done RMA with LG ? Your experience, please. Thanks.
Send it in for a warranty replacement
I took mine to the verizon store, and after talking to them, and then some hassle on the phone, it sounds like they are going to overnight me a new phone, that I should be getting tomorrow. No extra warranty or insurance purchased through verizon just the standard 1yr mfr warranty and a factory reset before I went into the store
Verizon replaces phone without problem ...
The phone is 7+ month old ... no insurance ...
Call customer service (800-922-0204) got transferred to Tech (866-892-7957), on-hold awhile.
Easy replacement on the way (overnight $12.99, 2-day $6.99, 3-4 day is free). Free return label.
We have been with Verizon for 10+ yrs.
Thanks everyone.
Careful with verizon replacements, I had 5 consecutive bad phones in the service. Finally ended up just sending the certified phone from verizon to lg to be repaired. Check it carefully when you get it.
Nextcue said:
Careful with verizon replacements, I had 5 consecutive bad phones in the service. Finally ended up just sending the certified phone from verizon to lg to be repaired. Check it carefully when you get it.
Click to expand...
Click to collapse
VZW CLNRs are garbage! I had 2 G2 replacements from Verizon and both had issues . Device #1 had 4-5 3-4 inch scratches on the screen that went back right away and my 2nd one had dead pixels in a more annoying location vs the phone I was trying to replace. Moral of the story is Verizon has bad replacements so I gave up.
I had a screen defect on my vzw G2 also - had an unresponsive band near the top of the screen (which I think is actually not too rare on this phone), sent it in for a warranty replacement and so far have had no issues with the new one (3 months). Now, reverting that phone back to stock so I could send it in under warranty was not fun, especially with an impaired touchscreen...
takethecake said:
I had a screen defect on my vzw G2 also - had an unresponsive band near the top of the screen (which I think is actually not too rare on this phone), sent it in for a warranty replacement and so far have had no issues with the new one (3 months). Now, reverting that phone back to stock so I could send it in under warranty was not fun, especially with an impaired touchscreen...
Click to expand...
Click to collapse
+1 with the narrow band near the top. Reverted to stock yesterday, replacement here tomorrow.
Sent from my VS980 4G using Tapatalk
Do I need to return to stock for an insurance replacement of LG G2 by Asurion?
I'm going to be returning my G2 for the right side lines issue. I have to do it thru Asurion as I have no warranty on the phone. When sending back for a warranty claim, I can understand reverting to stock, but what about for an insurance claim? As far as they're concerned, they replace the phone if you drop and break it, so why would they care whether it's rooted?
mdeevee said:
I'm going to be returning my G2 for the right side lines issue. I have to do it thru Asurion as I have no warranty on the phone. When sending back for a warranty claim, I can understand reverting to stock, but what about for an insurance claim? As far as they're concerned, they replace the phone if you drop and break it, so why would they care whether it's rooted?
Click to expand...
Click to collapse
Have you checked with Verizon to see if it's still under it's one year manufacturer's warranty? I believe it's one year from the time the phone was first activated. I got mine used on swappa in February, got the line issue last month, still got it replaced for free.
Word of warning: don't ever buy a Samsung phone if you expect to be covered under the one year manufacturer's warranty. They will make up some excuse to not honor your repair!
This is my situation:
I have a brand new Samsung Galaxy S6. I was having some issues with the battery getting too hot and I noticed some other minor issues that seemed to be hardware related. This phone is well within the manufacturer warranty period and has never been dropped or been exposed to liquid in any way. I sent it in for repair, hoping that Samsung would either replace the battery or send me a new (refurbished) replacement S6. I followed all the steps to send the phone in for repair, had to get a loaner phone for the time-being, and waited.
My phone arrived at their repair center in Texas on 7/15 and was checked in by one of their technicians. Not even 12 hours later, I checked the status of my repair online and found updated technician notes stating the phone was looked at and it was determined to be "beyond economical repair." The technician's notes stated that my new $700 Galaxy S6 phone showed signs of liquid damage on the motherboard! How could a phone that is designed as one piece and not easily taken apart, be so quickly opened up and shown to have corrosion on the motherboard?! This is a three month old phone at best.
So, now my warranty is voided and I have no idea the condition the phone will be in when I get it back. Upon finding this out I called Samsung to hopefully get a solution before they shipped my phone back. Well not surprisingly, I was told nothing could be done because the phone was now marked as having liquid damage. I even spoke with a supervisor and asked for proof of the damage in the form of photos but they refused. Now what do I do? The issues originally were not major on my phone and it was working when I sent it in. What if I get it back and it's no longer operational? I can't afford to lose the money I paid for this phone by getting it back and it no longer working.
That's worse case scenario I guess, but still, do yourself a favor and buy an iPhone. At least they honor their warranty and don't make up damage claims they can't prove.
Super disappointed in Samsung. Share this. Tell everyone you know.
Update*
I posted this on Samsung's Facebook page and they asked me to send their support department a private message with my ticket number. See their response in the attached image...
I had the same problem with my wife's Galaxy S6.
After a hot day the phone went crazy-mode and I contacted Samsung and they told me to sent it in for repair.
One week after I sent the phone I receive it back with that "beyond economical repair/warranty void" slap in the face.
I called and got escalated to someone that made a 3-way call with the repair center where they told me water damage.
I asked for proof/pictures and they said they were confidential (really?!?). After that the CSR told me there was nothing they could do as their policy for water damage is warranty void - no repair and he suggested me to email the president ([email protected]).
I emailed them and the next day I received the pictures in the email (which could belong to any device as it was a close up from some part of the main board) and a polite message basically saying: water damage, no repair, nothing can be done.
I tested the phone it is working and I told my wife to keep using it until it dies (almost a month it is working fine).
Luckily when I got the phone at BestBuy I got a square trade warranty for the phone so if it dies at least I can get another one but I still feel betrayed by Samsung on this.
If you sweat enough it will cause the water damage stickers to change color. Warranty through Tmobile would have denied you as well. The only difference is Tmobile would have been more of a pain because you would have already been on your refurb for three weeks before you found out your claim was denied. LGSilva how much do you need to pay to use your warranty? Because they do cover water damage and I'm just wondering what the deductible is.
The liquid sticker is unreliable. When i worked at verizon for 10.5 years with revenue assurance and device testing during the alltel merger verizon stopped using the LDI sticker because it turns for sometimes no reason.
Samsung should be able to provide proof of corrosion or other physical evidence other than the LDI
Even apple made statement regarding the falsehoods of the LDI. http://gizmodo.com/5747878/triggered-water-damage-indicator-doesnt-rule-out-replacement-iphones
Taking your phone into the bathroom when you shower can also trip the void stick. So be careful
we as consumers need to fight this fraudulent method of determining liquid damage, the manufacturers are so lazy that they cannot identify corrosion and prove it? Somehow we should bend over to their corporate slob laziness?
No thanks. Fight back, and if Samsung isn't gonna do anything about it climb the ladder, their US HQ is in TX.
@ThePagel The deductible is $75
Well you water damaged it what do you expect. Warranty via Samsung is one of the best out there.
Sent from my A0001
Here in canada, I had broken my note 3 screen within a week of release, rooted and everything, they fixed screen without issue, for free. Same thing happened with my note 4, exact same thing. Samsung is awesome, at least here in canada.
Not to be mean or anything, but if you actually bought a warranty from another company that covered full accidental damage you wouldn't have ran into this $700 expense that cannot be reimbursed. Never rely on manufacturer warranties.
you guys really need to get squaretrade $5 phone insurance. its a no brainer, protect your investment!
Bought a Tmobile Note 3 for my son from Tmobile with the warranty. The Note 3 was under warranty. It wouldn't power on unless it was plugged in. Unplug it and it powered down. Battery at 100%.
My son was working on a ship overseas and had to buy a new phone.
Called Tmobile - took 3.5 hours (an entire afternoon) to get them to set up a warranty return. They just couldn't coordinate at the office to make it happen.
Eventually they got it right and sent a phone to my local Tmobile store to exchange.
The manager had a light and showed me a tiny crack in one of the corners.
He said, if I send this in, T-mobile will charge you $175 to repair the crack.
Well, a brand-new Note 3 is only $125 on Ebay or other places.
I checked with several phone repair places. They explained to me that the Samsung Note 3 had a crazy front case that Samsung tried once and dropped.
So,, my Samsung Note 2 or the Samsung Note 4 would only cost around $40 to repair But a Note 3 is $250.
The phone works - it just won't stay powered unless it is plugged in. It's not because of the tiny crack on the front.
But, the warranty will charge me much more than a brand-new phone if I try to use the Tmobile warranty!
I have 9 more payments of $10 a month to pay off a Tmobile phone that worked for 90 days.
Tmobile warranty is horrible! I have been on Tmobile since 1999. I will drop Tmobile on a family plan the moment there is a better deal.
I have to use wireless in my home in the middle of Denver. Tmobile bars are zero! Tmobile sent a home booster. It helps get one bar then no bars.
Tmobile like many other companies just doesn't care.
nicklopez1 said:
Word of warning: don't ever buy a Samsung phone if you expect to be covered under the one year manufacturer's warranty. They will make up some excuse to not honor your repair!
This is my situation:
I have a brand new Samsung Galaxy S6. I was having some issues with the battery getting too hot and I noticed some other minor issues that seemed to be hardware related. This phone is well within the manufacturer warranty period and has never been dropped or been exposed to liquid in any way. I sent it in for repair, hoping that Samsung would either replace the battery or send me a new (refurbished) replacement S6. I followed all the steps to send the phone in for repair, had to get a loaner phone for the time-being, and waited.
My phone arrived at their repair center in Texas on 7/15 and was checked in by one of their technicians. Not even 12 hours later, I checked the status of my repair online and found updated technician notes stating the phone was looked at and it was determined to be "beyond economical repair." The technician's notes stated that my new $700 Galaxy S6 phone showed signs of liquid damage on the motherboard! How could a phone that is designed as one piece and not easily taken apart, be so quickly opened up and shown to have corrosion on the motherboard?! This is a three month old phone at best.
So, now my warranty is voided and I have no idea the condition the phone will be in when I get it back. Upon finding this out I called Samsung to hopefully get a solution before they shipped my phone back. Well not surprisingly, I was told nothing could be done because the phone was now marked as having liquid damage. I even spoke with a supervisor and asked for proof of the damage in the form of photos but they refused. Now what do I do? The issues originally were not major on my phone and it was working when I sent it in. What if I get it back and it's no longer operational? I can't afford to lose the money I paid for this phone by getting it back and it no longer working.
That's worse case scenario I guess, but still, do yourself a favor and buy an iPhone. At least they honor their warranty and don't make up damage claims they can't prove.
Super disappointed in Samsung. Share this. Tell everyone you know.
Update*
I posted this on Samsung's Facebook page and they asked me to send their support department a private message with my ticket number. See their response in the attached image...
Click to expand...
Click to collapse
I looked this up on Google to see if anyone is having the same issues as i am right now and everything you said is exactly what i am going through!! My phone screen isn't working and sent it to Samsung under warranty their saying i owe them $362.00 because it isn't under warranty it is liquid damage by shipping it to them. Umm no i said you all are making up excuses so i pay you and i said i am not paying you it is under warranty!! I am not sure if i am getting my phone back now as of right now using my old phone that won't let me make calls at all ugh how annoying should of just went to a iPhone if i knew this.