Database Users

Phone not working/warranty not honoured/Advice?

Hey all the story is this:
I had been using the JASJAR for a couple of months now and suddenly the phone (and I mean only the phone) has stopped working....What happens is that with my Vodafone SIM card I get signal but I cannot make or receive calls....When they call me they get voicemail, when I try to call the phone tries to make a call but after 30 seconds I get ' Call ended'.
I have even upgarded the device to the ROM given by imate and still the same thing happens....The green light flashes but it looks to people calling me that the phone is off.
I contacted Expansys where the phone was bought from and they advised to contact SBE which is imate's service center. I did and they kindly offered to have the phone picked up by courrier and have a look at it. They did and after a week or so they came back with a quote for 100+ pounds for replacing the phones main board! They said that warranty will not cover it because ' it is out of warranty according to the manufacturing date'.
I of course freaked out and spoke to imate on-line support and they advised me that the excuse will not stand and that all phones are covered by their date of purchase and that I should write an email to imate support explaining the situation. I did and the reply outraged me even more....
They said that the spoke to the service center and that they advised them that "it has been verified that the coaxial cable on the device is faulty and this is considered as a physical damage." The phone had NO damage when it left me and it has never suffered any....
:twisted:
Has this happened to anyone before? What should I do next? They provide lame excuses and they do not honour their warranty....Are they just trying to make more money out of me? Any advise will be appreciated and if anyone has taken a case like this to a cunsumers right association I will be glad to hear from them....I am not willing to give this up...
Thank you in advance,
Argy
PS I have all email and on-line chat on file for anyone that does not believe it....

i had a simaler problem with my a1000 which i got from 3uk
i ended up paying off my contract about the 6month mark and a few month later the phone stopped charging,
i assumed motorola would fix it being the manufacture but they said its outsourced to 3 and they handle all the repairs.
i rang 3uk and they asked me for my account number i advised them that i was no longer a coustomer as i payed off my contract but the phone was still under the 12 manufactures warantie.
they said they wouldnt even look at it as i was no longer a 3uk coustomer and that i would have to speak to motorola, motorola said exactly the oposate and that as it was a 3uk phone it was up to them to fix it.
after numerous calls and letters both from myself and consumer rights nothing was done and eventualy the 12 month past ......
i have it as a paper weight now lol
not relervant to your story but it might help somone else
good look ... dont let them screw you over

argyris said:
I contacted Expansys where the phone was bought from and they advised to contact SBE which is imate's service center.
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Click to collapse
If you bought the phone from Expansys then (in theory) your contract is with them, not with SBE or I-Mate or anybody else.
Expansys should honour their contract with you and provide warranty cover, not refer you to someone else.
I'm no expert in consumer contract law (so I could be wrong) but I believe this to be the case. If it was a mail-order purchase then your rights should be even stronger, I think.
Your best bet might be to contact a Citizens Advice Bureau and find out what their opinion is. I'd have thought they'd examine the small print of your contract with Expansys and then tell you whether you have a valid warranty claim against them or not.
Good luck.

if you paid originally for it on your credit card, they might be able to help aswell.

If you bought the phone from Expansys then (in theory) your contract is with them, not with SBE or I-Mate or anybody else.
Expansys should honour their contract with you and provide warranty cover, not refer you to someone else.
I'm no expert in consumer contract law (so I could be wrong) but I believe this to be the case. If it was a mail-order purchase then your rights should be even stronger, I think.
Good luck.[/quote]
I bought the phone as a SIM free phone and not with a contract so I guess this makes things even worse.....but it was a mail order.... To be honest I think we are all totally screwed when it comes to dealing with this kind of problems....they will always say that the fault is ours and we can do nothing to prove it....

argyris said:
I bought the phone as a SIM free phone and not with a contract so I guess this makes things even worse.....but it was a mail order.... To be honest I think we are all totally screwed when it comes to dealing with this kind of problems....they will always say that the fault is ours and we can do nothing to prove it....
Click to expand...
Click to collapse
I meant your contract of sale, not the monthly contract for the talkplan.
When you buy something from someone, you make a contract with them. In your case your contract was with Expansys and they have a legal obligation to support reasonable claims of items being unfit for purpose or not in working order.

I contacted Expansys, lets see what they have to say now....
Anyone know of any consuner rights group that might be able to help?
Thanx

argyris said:
Anyone know of any consuner rights group that might be able to help?
Click to expand...
Click to collapse
The UK Government has a website that might help:
http://www.consumerdirect.gov.uk/
You can call them for a chat too. Might be worth a try.
Or put "uk consumer rights" into Goooooogle and see what comes up.

One interesting paragraph on this page says:
No excuses
The law says it's up to the seller to deal with complaints about defective goods or other failures to comply with your statutory rights. Don't accept the excuse that "It's the manufacturer's fault," although you might also have additional rights against the manufacturer under a guarantee.
Think twice before you buy from a trader who displays a 'no refunds' notice. It is against the law, unless it also tells you that this does not affect your statutory rights .
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Click to collapse
I think Expansys have some wriggle room on the guarantee if in the small print of their terms and conditions (that you read and agreed to when you bought the Universal, right? ) it says that they're acting as agents to the manufacturer only. I think that kinda gets them out of warranty obligations and means your contract of sale would be with whoever they mention in their T&Cs. I've never bought from them though, so I've no idea how they operate.

I think Expansys have some wriggle room on the guarantee if in the small print of their terms and conditions (that you read and agreed to when you bought the Universal, right? ) it says that they're acting as agents to the manufacturer only. I think that kinda gets them out of warranty obligations and means your contract of sale would be with whoever they mention in their T&Cs. I've never bought from them though, so I've no idea how they operate.
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Click to collapse
You are right, I did a bit of searching in some goverment sites and it states that when they act like agents you cannot blame them for anything....you have to take it up with the manufacturer.
Some useful stuff I found out are:
http://www.dti.gov.uk/ccp/topics1/facts/distancesell.htm
http://www.euroconsumer.org.uk/
http://www.consumerdirect.gov.uk/links/index.shtml
I think everyone should take a quick read and finally know their rights....

Final Update!!
Since neither i-mate nor SBE would reply to any mails I finally paid for the repair of the phone. The guy I spoke to on the phone admited that they have a lot of Jasjars in for repairs and at most of them the warranty is not honoured....
This is a warning for all people wanting to buy one! DONT! The warranty will not be honoured in case it breaks down and i-mate is only good for advertising.....
DO NOT BUT THE JASJAR!

Would it be the same case trying to get warrenty for the O2 version?

I have had a similar problem and have had enough of O2 and need some advice. 2 months ago I plugged the charger into my XDA Exec and the charger port got pushed back into the phone. So I was a bit annoyed that this would happen but I took it to the O2 shop who said it's not a problem and as the phone hasn't even been out a year it will be under warranty and should be no more than 3 weeks being repaired.
After four weeks I got a phone call saying that it wasn't under warranty and that the cost for repair would be £350 because they had to replace some sort of chip. I know this isn't true as the phone worked perfectly it just couldn't be charged. So I said I would not pay this and I wanted it returned. After a week still no sign of the phone I called O2 to tell them the whole story and they said that it could be repaired under the warranty and it wasn't a problem, I just had to send it straight to the repair centre without going through the shop.
I sat and waited until today 2 months after the phone originally broke and it got delivered back to the O2 shop.
I think it's disgusting that this has happened and wondered what my next plan of action should be??

argyris said:
I think Expansys have some wriggle room on the guarantee if in the small print of their terms and conditions (that you read and agreed to when you bought the Universal, right? ) it says that they're acting as agents to the manufacturer only. I think that kinda gets them out of warranty obligations and means your contract of sale would be with whoever they mention in their T&Cs. I've never bought from them though, so I've no idea how they operate.
Click to expand...
Click to collapse
You are right, I did a bit of searching in some goverment sites and it states that when they act like agents you cannot blame them for anything....you have to take it up with the manufacturer.
Some useful stuff I found out are:
http://www.dti.gov.uk/ccp/topics1/facts/distancesell.htm
http://www.euroconsumer.org.uk/
http://www.consumerdirect.gov.uk/links/index.shtml
I think everyone should take a quick read and finally know their rights....
Click to expand...
Click to collapse
This doesn't work like that in all country's ! In Holland they suppliers is responsable, the is : The name in Header on the bill. They could say the're only agents, but when they give you a bill with their name on it, you bought it for tehm, thus; they are responable...
NO FINEPRINT CAN EVER OVERRULE ANY LAWS....

Hey all,
I got my phone back today and guess what???? It does not charge or gets recognised by the computer....It was returned with a QTEK ROM although it is a Imate phone....
I am now sure this imate/SBE thing is all a nice scam that rips people off....

argyris said:
Hey all,
I got my phone back today and guess what???? It does not charge or gets recognised by the computer....It was returned with a QTEK ROM although it is a Imate phone....
I am now sure this imate/SBE thing is all a nice scam that rips people off....
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Click to collapse
If you paid for the repair then sue them for not repairing - find their local trading standards office in the UK to complain to, complain to your VISA company etc etc.
Do you have anyone in the UK who can do this for you?
Richard

rICHARD,
I told them that I did not get what I paid for and I am expecting a repair. They came back saying that they do provide warranty for all repairs they make so they will accept it back and repair it without any more cost for me....
The only thing to do is wait and see....I will post back any news....

Why not report them for piracy to HTC / Microsoft? I am led to believe loading a rom from one manufacturer onto another's device amounts to software piracy as your software was bought from i-mate and you now have Qtek's O.S.....

Expansys
I bought mine through expansys you have to show proof of purchase, you can get this by emailing expansys or digging up your old email confirmation. The rest of your problem seem to be bs.
1.) email I-mate [email protected]
2.) If I-mate gave you an rma number you don't pay for anything
3.) once you get you phone in prepare to wait

argyris,
Have you tried to insert another SIM card in the phone?
I have this weird problem with the JJ. I have 2 SIM's with 2 different Operators. The JJ works just fine with one SIM .....
BUT, when I insert the other SIM, I can make calls normally, but I can receive only ONE call (i mean it, ONE), after that the damn thing won't receive calls anymore!
After trying to make calls for several times it does work, but again, one incoming call and that's it.
I tried that SIM in the 8800, it works just great.
Anybody has an idea on what's going on?
Thank you guys..

Warranty Exchange?

I need to go about returning my 8125 to warranty exchange. Problem is, I did not purchase the phone, rather bought it brand new off of someone else. (who bought it from cingular) The other person is unwilling to do the exchange. Excluding the issue of the reasons for the exchange, and any physical damage (there is only scratches) could I do a warranty exchange without the involvement of the seller? I plan to say the phone keeps freezing. Worked with my razr.
Also, I flashed the phone to a new rom, will this void the warranty? Do i have to flash back to summiter's stock rom? Thanks a lot.

1) Normally Cingular's gonna want some sort of proof of purchase. Since the phone's not been out more than a year though you might be lucky on that point.
2) It had better have the STOCK ROM (not summiter's not Mr. Clean not anything custom, STOCK) before you send it in. Otherwise they're gonna know you messed with it.

where can i get the stock rom

Well according to this link http://www.htcwizardweb.net/node/161 one of the ROM's available from Summiter is infact the original ROM. Summiter must have backed it up before starting to play with it, I guess.

If the rom is still a cingular rom will not void warranty.
If not -
This is the stock rom ftp://[email protected]/Wizard/Roms/Cingular/Cingular_RUU_1.8.11.1.WWE.ship.exe
If the device is supercid unlocked then do a simple downgrade - if not you will have to go down this path. http://forum.xda-developers.com/viewtopic.php?t=47848

This sucks
I have the same problem got it brand new on ebay everything was wrapped in original box including the sim card. the touch screen is having issues the bottom part wont' do anything. tried to call cingular the would not help .. i explained that i am a cingular customer but i have the phone so i can use it on a data plan with t mobile and they would not help at all told me that if i didn't get the item from them or their authorized seller they will not help. I have been on the phone wiht HTC america a total of 4 hours back and forth and they won't help. look sell it on ebay...... and call it a day. I will never purchase another cingular branded phone. thinking of switching to tmobile but their service sucks. sprint out of the question i have too many unlocked phones big investment and i refuse to be locked to one phone using sprint or veriozon. the entire deal sucks.... they should sell phones like in europe walk in the store get a phone at the phone's price not at some larger price just to line the fat greasy pockets of cingular ceo's they tricked me inot migrating my good at&t plan they told me that i had 15 days to decide and i can cancel but when i asked for my at&t plan they tell me some story about they don't have th plans anymore. I still have th at&t sim so what give the whole think sucks. lets move to europe

Did you tell them you didn't buy it from them? I've done several exchanges and they have never asked me that. They just ask for the IMEI number (which identifies it as a Cingular phone and the model) and then process the exchange. Whatever you do, do NOT volunteer the fact that you got it elsewhere and you should be OK, but yes return it with the stock ROM

stock rom
you mean i can go to the store without a reciep and get a replacement

Re: This sucks
alynch75 said:
the entire deal sucks.... they should sell phones like in europe walk in the store get a phone at the phone's price not at some larger price just to line the fat greasy pockets of cingular ceo's
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Click to collapse
Now this is a logical fallacy. Have you even bothered to price the cost of a Wizard in the UK? If they were priced the way you say, you'd be paying a whole lot more for them. Retail price on an unlocked Wizard is between $600 and $700 USD. Retail price on a locked unit (ie, just walk into a store in the US and buy it straight out) is $450. With a contract from either T-Mobile or Cingular you can get them from $0-$100.
When you buy used on eBay you always take a risk. Without a proof of purchase, the store/carrier is really under no obligation to warranty the phone for you. Sure, many times they will but it is silly to assume that they have to do it. If you wanted that level of service you would have bought from the store in the first place. Nothing says you can't walk into a retailer, buy a phone and not get a contract.
If you've got a defective phone you really should be taking it up with the guy who sold it to you on eBay as fully working.

hello wait a minute
I got it on ebay and the guy who sold it said it was brand new now i can't get in contact with him. the contact info that ebay has is a po box. they guy won't return my calls. He sent me one email asking me for the imie number after i gave him that number all of a sudden the phone would not boot into windows. The inial problem was the touch screen now the entire thing is toast. Should I call my credit card company and dispute the charge.

Just giving someone an IMEI number should not cause a boot failure by itself, however the simply fact that he asked for it is somewhat suspect as there is no legit reason for a seller to need to ask a buyer for the IMEI number of a phone after it has been sold.
I'm not saying this is your case, but the first thing that pops to mind is insurance fraud. A popular eBay scam right now is to sign up for phone service and get an expensive phone for free. The person in question will also get phone insurance. Then they put the phone up for sale and collect the cash, while at the same time reporting it to the carrier as lost or stolen. The phone then gets replaced and they have both cash in hand as well as a new phone.
In much of the world (ie all over Europe) this doesn't work well as IMEI blocking has been implemented by the carriers there. If a phone is reported lost or stolen the IMEI is added to a database and none of the cooperating networks will allow it to register. In the US this hasn't happened yet on the GSM networks. With the CDMA networks they tie to the ESN on the phone and will block a lost or stolen phone (as well as one with an outstanding balance).
Regardless, had the IMEI been blocked by the carrier, you would not be able to make calls but the Wizard should still boot up and function as a PDA. Of course, if the seller was trying to pull insurance fraud that would explain why he asked for the IMEI and is now ignoring you. It would be rather simple for the seller to do a warranty exchange with Cingular on your behalf, but if the phone was reported lost or stolen he wouldn't exactly want to be phoning up Cingular and asking them to service the phone.
Just some idle speculation.

Re: hello wait a minute
alynch75 said:
I got it on ebay and the guy who sold it said it was brand new now i can't get in contact with him. the contact info that ebay has is a po box. they guy won't return my calls. He sent me one email asking me for the imie number after i gave him that number all of a sudden the phone would not boot into windows. The inial problem was the touch screen now the entire thing is toast. Should I call my credit card company and dispute the charge.
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Click to collapse
I believe that you should contact EBay or Paypal and your credit card number to put the case on the dispute...let them know that the item not in working condition as they advertise. You may spent a lot of effort and time for it but at least..... this will make the seller to contact you and deal with you again.

Format has failed
I was able to flash the rom. The flashed completed but it still freezes at the start up screen it says the following:
IPL 2.25
SPL 2.25
GSM 02.25.11
OS 2.25.11.1
its stuck onthe Cingular logo screen. When I try to do a hard reset it give the error message
format has failed.....
Can this device be saved?

Sounds like it is having trouble initializing a section of the flash. My guess is that there's a bad flash chip on there. If I ever saw that on my Wizard I'd be on the phone asking for a warranty replacement.

How do i get the replacemente
How do I get the replacement. I got it off Ebay. Will HTC give me a replacement if so please send me a number where I can contact them.

update of my situation
Well still no reply from the seller so I called the credit card company and dispute the charge. i have copies of the guys ad... and copies of the rude emails he sent me. The credit card company told me just hold on to the defective phone and the emails and they will take care of it.. Apparantly the seller was working from a Post office box he was pay apal verified. I just hope no one else falls victim to this guy.

Re: stock rom
alynch75 said:
you mean i can go to the store without a reciep and get a replacement
Click to expand...
Click to collapse
No. Do it online or through the phone. (Online is easiest)

Can a new 8525 that was E-Bayed receive warranty service from AT&T?

I got a bad one and the seller is telling me to do this. So I am wondering should I dispute through E-Bay and PayPal? (it does have the 2k payment protection) or should I send it in for warranty service. And if I do send it in, what do I tell AT&T? Can I tell them I E-Bayed it? It is new, it even has the VOID sticker underneath the battery cover... Its defective though. Defect found by members of this forum in this thread:
http://forum.xda-developers.com/showthread.php?t=285062

id suggest going through ebay and paypal and getting your money back. if the seller told you to do that he probably knew it was damaged when he sold it to you. and i highly doubt at&t would replace it.

Yeah... I just called AT&T and totally blew the rest of my options with them away, but ... They say that they only replace it if I bought it from them
I'll never E-Bay electronics again!
Thanks ya'll.
Oh well. I just heard about the Tilt. Called AT&T and got one over the phone for less than I payed for the broken 8525 Well ... guess we'll see how it does

You can go direct through HTC. It may takes some cajoling, but it can be done. They track the warranty status by S/N.

Thanks ya'll
I got the e-bay seller to exchange me another new phone. I hope he doesn't send me a more junk!

Please go back to stock when taking your phone for warranty repair

Hey.
I had a HTC Leo today at work (I work at htc warranty repair) and the problem was that the phone could not be charged. I confirmed this by trying to charge and then was going to change the mother board to fix the problem.
For some reason I decided to turn the phone on with another battery, and check it out.
The phone booted to android.
Even though I myself have a rooted phone and follow these forums every day, I was forced to break the warranty stickers inside the phone and then send the customer an email asking if he wanted the phone to be repaired off warranty.
The changing of motherboard would cost him over 300$ dollars, which could have been avoided by getting a cheap spare battery and going back to stock.
Now he will never be able to get any problems in the phone repaired by warranty :/
So please, if you send your phone to warranty repair, go back to stock.

You had to do it? Someone was looking over your shoulder?

Spaqin said:
You had to do it? Someone was looking over your shoulder?
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Even if nobody was looking over his shoulder, he should not be expected to sacrifice his integrity and risk his job just because he's sympathetic to the customer's problem. The customer should have had the sense to return the phone to stock condition before sending it in for warranty repairs.

Hi there.
I did that, but it did not work?!
I´m (was) using MIUI on my HD2. Last week i opend the internet browser of my HD2, then there was a short "lag" and after that lag the touch is gone broken.
I flashed back to the roots and sent it in for warranty.
Now i got a letter in which they mention that i broke the warranty terms and have to pay 430€ for a broken touch?!? that is crazy...
they also gave my a link to a picture of my phone.
See attachment. So what is the Problem?

That spl is only stock for tmous phones, if you have a regular hd2 with spl 2.x, even a 'stock' 2.08.0000, then it can only get that way using warranty breaking methods.

hack, thats a piece of sh.. .
I think it won´t help to retrieve it and send it in with another spl, because they saved the data from the last order?.

No probably not, but it will almost certainly be cheaper from a third party repair shop. For 430 euro you could buy almost two mint condition 2nd hand units on eBay.
Course, if HTC do a paid repair, they should at least offer warranty on the repair.(maybe?dunno)

hmmm. But the risk of sending it in again to the same company high.
They want me to pay about 28€ only for sending the Phone back to me, because theres no warranty left. so if it does not work the second time, i have to pay that twice... maybe more because of attempted fraud!?
I send it in to Arvato. Do you know any other warranty company for the HD2 i could send it to?
Or i´m bound the company that is mentioned on the site i bought the phone?

The warranty is already broken. The tech most likely broke the warranty seal when he discovered the spl had been tampered with. Just like the OP in post 1.

ah, ok. Think i ****ed with 520€. That feels really bad...
so, lets wait for Miui M1.

no worries.
if it were me, id get the phone back and find a local repair shop to fit a new screen. should cost about 100 Euro for the part, plus a bit for fitting. BUT be sure its a reputable shop, and they offer you some kind of guarantee, cos there's a fair few stories where a repair shop has broken the cables to the buttons, or similar, and wont re[pair them.
OR, id spend 150/250 euros for a 2nd hand one on ebay, and keep the broken one for use as a spare mainboard.

don´t want to spend money on it. Was about to buy a new one anyway. Just waiting for Miui M1.
I will retrieve it and try to sell it with all equip for some euros on Ebay.
thanks for ur infos on that topic.

samsamuel said:
The warranty is already broken. The tech most likely broke the warranty seal when he discovered the spl had been tampered with. Just like the OP in post 1.
Click to expand...
Click to collapse
You could go for new warranty stickers from ebay.
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
But hey, if what I just suggested is illegal where you live, DON'T DO IT.

i had looked up my problem yesterday with the keyword "touch not responding" and found many complains about that. Seems to be a generall problem with HD2 that seems to come from dust. there are some solutions i´m gonna try.

se1988 said:
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
Click to expand...
Click to collapse
Ah but they can't tell its a flash brick (I assume you're talking about tmous radio bricks) and without proof they have to uphold the warranty. The only way to start the phone would be to JTAG it, which would wipe the hspl evidence.

Does it then matter if the phone is out of warranty anyway, and you know your going to have to pay for it? Is it even worth going back to stock?

se1988 said:
You could go for
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
But hey, if what I just suggested is illegal where you live, DON'T DO IT.
Click to expand...
Click to collapse
Might fool someone, if it is really well manufactured. Even though the seller claims they are original, they are not. The strip containing the original stickers looks very different.
cmajewsk said:
Does it then matter if the phone is out of warranty anyway, and you know your going to have to pay for it? Is it even worth going back to stock?
Click to expand...
Click to collapse
Doesn't matter if it is already out of warranty.

Warranty Claim - Need advice

My Verizon 10 has formed a yellow band on the right side of the screen. I would like to send it in for repair, but I bought the phone second hand and am not using it on the verizon network.
1) Would Verizon accept my warranty claim without a receipt or VZW account?
2) Would HTC repair it under warranty as if I bought it from them?
3) if the answer to 2) is no, would HTC repair it at a cost, and does anyone know how much a screen replacement costs?
Getting in touch with the original owner is not possible either. Any help would be appreciated!
Update: Just finished speaking with htc, they will accept my warranty claim directly! Hope they don't surprise me with a cost quote now!

Verizon won't do anything for you. The only way they would is if you are the original purchaser, in which case they will replace the device if it's within the manufacturer's 1 year warranty. HTC *might* do something for you, but I'm not too knowledgeable on their warranty policy. There's a good chance they will restrict warranty service to the original purchaser, or tell you that since it's a Verizon phone, you'll have to go through them. HTC does offer a one-time "uh-oh" protection, but that's limited to people who purchased their phone through HTC.com.
You can try it yourself, the digitizer runs around $70 on eBay, but it isn't a simple repair. Otherwise, most screen repair services charge in the $150-$200 range.
Here's the HTC warranty information. It looks like you'll want to have the phone 100% stock with locked bootloader and s-on. http://dl4.htc.com/Web_materials/Ma...evA.PDF?_ga=1.178459428.1435750642.1485623721
From the Warranty disclosure:
"A copy of the original invoice, receipt or bill of sale for the purchase of the Product or Accessory. You
must present a valid proof of purchase upon making any claims pursuant to this Limited Warranty. If no valid proof of purchase is supplied and the Product or Accessory was manufactured more than fifteen (15) months prior to the date the claim is made, HTC has no obligation to provide support under the Limited Warranty."

pastorbennett said:
Verizon won't do anything for you. The only way they would is if you are the original purchaser, in which case they will replace the device if it's within the manufacturer's 1 year warranty. HTC *might* do something for you, but I'm not too knowledgeable on their warranty policy. There's a good chance they will restrict warranty service to the original purchaser, or tell you that since it's a Verizon phone, you'll have to go through them. HTC does offer a one-time "uh-oh" protection, but that's limited to people who purchased their phone through HTC.com.
You can try it yourself, the digitizer runs around $70 on eBay, but it isn't a simple repair. Otherwise, most screen repair services charge in the $150-$200 range.
Here's the HTC warranty information. It looks like you'll want to have the phone 100% stock with locked bootloader and s-on. http://dl4.htc.com/Web_materials/Ma...evA.PDF?_ga=1.178459428.1435750642.1485623721
From the Warranty disclosure:
"A copy of the original invoice, receipt or bill of sale for the purchase of the Product or Accessory. You
must present a valid proof of purchase upon making any claims pursuant to this Limited Warranty. If no valid proof of purchase is supplied and the Product or Accessory was manufactured more than fifteen (15) months prior to the date the claim is made, HTC has no obligation to provide support under the Limited Warranty."
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Thanks, everything that you said is about what I was expecting myself. But htc surprised me by accepting it as an in-warranty claim. We'll see how it goes.

Tarima said:
Thanks, everything that you said is about what I was expecting myself. But htc surprised me by accepting it as an in-warranty claim. We'll see how it goes.
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That's good to hear. I'd wager it's because the date of manufacture is well within the 12 months, since I don't think the HTC 10 has even been out a year. It says a lot about a company that they're honoring their warranty when, technically, the don't have to.

That's awesome and it definitely says a lot about what type of company HTC is. They have been my go to for years and I'm so happy to continue backing them when they make business decisions like these.

LakesideWiseman said:
That's awesome and it definitely says a lot about what type of company HTC is. They have been my go to for years and I'm so happy to continue backing them when they make business decisions like these.
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True, I was also impressed when I had my m7 and they offered to fix my purple-tinted camera for free way after the warranty was over (I didn't go for it because they said I would absolutely have to pay to fix my screen at the same time even though I didn't want to). But I've also heard bad things about their customer service (for example at the launch of the 10). This is my first time dealing with a warranty claim with HTC so I'll cross my fingers it goes well.

Update for anyone in a similar situation: HTC replaced the screen and shipped the phone back to me from Texas to Montreal, Canada overnight at no charge. The whole process including my own shipping took only 8 days, pretty impressive. And not a single dent/scratch or other trace of the repair. Very impressed with this service.
Only downside is having to pay 40$ shipping with insurance for a faulty device, but considering I didn't have a receipt I won't complain too much here!