Database Users

"illegal firmware"

Ok, need a bit of help to know how much repairs will cost...
My phone got sent back 3 weeks ago to HTC via Carphone warehouse to have screen replaced as it had the known issue with the "oil" effect and the screen not responding
Upon it being sent back, HTC have now held my phone, waiting responce off myself saying that "illegal firmware" is present on the phone and it will require a motherboard replacement and has had the warrant fully voided.
I dreaded this senario as I thought this could be the case, as I had one of Duttys firmwares install but couldn't revert back before I sent it due to the broken screen.
Anyone got any idea of cost? or ways of working around this issue and getting the to think it still is warranty covered?
I am so gutted and upset, really can't afford a new screen and motherboard ! Im guessing it will be costly?
Aside from this do you feel HTC have grounds to be able to refuse to fix a hardware issue and say it needs a new motherboard to correct the "illegal firmware" before they will ever consider looking at the damaged screen?
Anyone have any ideas of info? It's a real shame HTC have this attitude, it's just putting further limits on allowing there device to be used to full potential

Moved out of development

My two cents (altho I'm no expert)
Maybe you could get angry with HTC - explaining this is a hardware fault, not a software one, (although I've heard they don't accept that)
Or you could probably reinstall stock ROM, just by working out the key presses (e.g. hard reset, that run USPL, then run firmware upgrade)
But now they know you've used Dutty, they might still quibble.
But it's not right they refuse a hardware problem because of a a software change, as they're not related, and I remember someone else on this forum playing hardball and saying they were going to get their lawyer involved, you could threaten that?

smeddy said:
My two cents (altho I'm no expert)
Maybe you could get angry with HTC - explaining this is a hardware fault, not a software one, (although I've heard they don't accept that)
Or you could probably reinstall stock ROM, just by working out the key presses (e.g. hard reset, that run USPL, then run firmware upgrade)
But now they know you've used Dutty, they might still quibble.
But it's not right they refuse a hardware problem because of a a software change, as they're not related, and I remember someone else on this forum playing hardball and saying they were going to get their lawyer involved, you could threaten that?
Click to expand...
Click to collapse
Well it's took them to the 28th day to respond with this message about it being "illegal software" after another 8 day it took carphone warehouse to send it to HTC repairs... So it's already been over a month since I last had my phone... Im just worried that if I hold out and argue, it's going to add another month onto the wait, and then my phone will have been gone for such a long time.
I might just ask them how much do they think the repairs cost for the Motherboard, but then I envisage them saying along with motherboard, they will want cost for a new screen too !!

My edvice is to take your HD back and gave to any phone repair shop , they are able to replace screen, as for software ,once you have screen fixed you'll be able to flash again and use it , new screen don't need any software to run . I know that as fact because I work in phone repair shop .This is cheapest solution for u because HTC will definately charge you for foulty screen plus motherboard , and that will cost you almost the same as buying new HD.Sorry for bad English.

if you can get it back and cant work out the keys download mymobiler, It auto installs to ppc when connected

As mentioned, get it back and have it done locally...you don't have time for HTC's games!

As already stated by a few people, your best advice is to ask for it back and get a screen replacement locally. Also, for them to say its needs a new motherboard seems a bit 'over the top' as well!

Does HTC have a centralised device blacklisting?
If not he can get it back and flash factory ROM and give it in a different service centre.
BTW HD screen is toooo delicate, a guy who broke it with pressure against his chest wall in a crowded train, got it replaced, don't know costs but they flashed factory ROM for him and warned him that illegal ROMs not only voids warranty but they may refuse to service the device.
BTW replacing motherboard for ROM flashing is too harsh a punishment IMHO.

Phone is in your hands now and does phone power on normally ? If it is , just flash back stock SPL and ROM via PC. After that send again to htc repair centre (send it by some friend, not you)

UPDATE
Spoke to Carphone warehouse, who further read me the message HTC sent them, then realised that HTC contact them over 21 days ago about this responce, but nobody updated me.
They then transferred me back to my local store, saying they have no idea where to go next.
Who then passed me onto a contact directly at Carphone Warehouse repairs centre near me.
Spoke to a guy there who was very helpful.
He got HTC on the phone, who were argueing about the Firmware. Refusing to do any further work, untill screen is replaced.
Now HTC are awaiting my phone call, they have given me my IMEI number and said I can contact them to try and disscuss this further.
Fingers crossed.

This makes me a bit hesitant about installing new rom on my brand new Touch HD.

I am so lucky that I live in Germany...
No such problems... in the first six month, THE SHOP where you bought it HAS TO PROOVE that the cooked ROM is really responsible for the hardware failure.
After that you still have another one-and-a-half years where you can easily proove that a simple ROM isn't able to kill the display in this manner.
If this was my case in my country, I would have set them a deadline to repair, bought a new phone and sued them for compensation.
Can't believe your case... but if you are really depending on the manufacturers guarantee, then... good luck!!! Don't you have any warranty claims (in USA?) against Carphone Warehouse as seller itself?

hey make sure you get the screen sorted them downgrade, HTC want to charge me 151 for a new motherboard

HTC WANT ME TO PAY FOR MB Replacement

HI guys as i reported a few days back my hd died on me so i sent it to them to fix, well theyve got back to me 2day saying that:
"Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair."
they want me to pay 151 sterling for it, what you think shall i pay it? or shall i just buy the dam iphone! its really pissed me off is there any ways around it? is there a way to buy the the motherboard from some where else?

Why isn't the motherboard covered by the warranty? You didn't break the seal did you?

Fallen Spartan said:
If you can't even get phone to start, chances are its a motherboard problem and likelihood is that HTC will just replace motherboard without even looking at whats installed on device. Others have had same problem and they had no problems. However I CANNOT stand by this 100%. It will be a risk!!
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Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.

crajee said:
Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
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Click to collapse
But a custom ROM can't damage the motherboard... And since he is specifically talking about a problem "caused by damage that isn’t covered by warranty" and not "we have to charge you because your warrenty is void" I'm not too sure this is the problem...
I would ask them to specify what supposedly damaged the motherboard that isn't covered by warrenty!

I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.

thanks guys im thinking of getting it deliveryed without getting it "fixed" will only cost me 11 quid, and buy a new battery, is there anywhere you guys would recooment getting a new battery from? im assuming that they have managed to turn on the hd, which i couldnt do and panicked and sent it to them within a day, if i can turn it on ill down grade everything and then take it to tmobile as im covered with issurance

Chainfire said:
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
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Click to collapse
thanks i mite state this to them they didnt even specifically say how i managed to mess up my MB

i cant even get through to them now seems that all there support numbers are down

You'll find that all companies including HTC will try all methods of getting out of warranty and the fact that you have HSPL on your device (whether or not it was related to malfunction) will be enough for them to void your warranty.
Others have sent devices in and had no problem as device wasn't checked. You have been unlucky.
My device broke at the weekend and seeing as I have 2 HD's I decided it was worth the risk taking it apart. I managed to refix the motherboard due to a faulty loose connection. Took a while to figure it out.
HOWEVER I WOULDN'T ADVISE ANYONE TO DO THIS!!! THIS SHOULD BE DONE ONLY AS A LAST RESORT, AND ONLY IF YOU KNOW WHAT YOU ARE DOING!! ONCE YOU HAVE OPENED DEVICE YOU WILL COMPLETELY VOID WARRANTY!!!!

i managed to get through and spoke to some1 he said that the usb had something to do with the motherboard failing, im gona try getting it sorted through insurance, they are going to send me a more detailed reason for them charging me for repair, ill post it as soon as i get it

just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards

scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Please let us know HTCs answer - I'm really curious to know what they have to say to your letter!

will do

scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!

I have sent similar letters in the past - never receiving a response though.

Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?

Fallen Spartan said:
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
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Click to collapse
didnt think of that dam!

Chainfire said:
I have sent similar letters in the past - never receiving a response though.
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Click to collapse
realy? what did you write? if we make enough of a racket they have to respond 1 day

meandu229 said:
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
Click to expand...
Click to collapse
if you send it to them make sure you reflash the stock rom, i would have but the phone wouldnt turn on now there screwing me, so along as your phone works, reflash the stock rom and then send it

scar88 said:
realy? what did you write? if we make enough of a racket they have to respond 1 day
Click to expand...
Click to collapse
Who says they have to? They make enough money out of us already doing what they do. Why do they need to change? I'd be surprised if you get a response (though if you do, post it). I'd imagine they will just stick to what they previousy told you and state warranty is void due to illegal rom installed

Warranty Test - UK Vodafone - Unlocked Bootloader

Well the USB port on my Nexus is dead. Have wiped, reflashed, taken sim and memory out, tried charging from wall, from car, and from computer and nothing. It doesn't mount on the mac.
So I was pretty resigned to losing it. But I need a phone, so took it to Vodafone store, who have sent it off for repair.
Thing is I forgot to flash the stock ROM back onto it, so they are getting a rooted MIUI ROM, with unlocked Bootloader.
I suspect I am going to get a call in the next few days saying they can't do anything with it.
Hohum

Lumsdoni said:
Well the USB port on my Nexus is dead. Have wiped, reflashed, taken sim and memory out, tried charging from wall, from car, and from computer and nothing. It doesn't mount on the mac.
So I was pretty resigned to losing it. But I need a phone, so took it to Vodafone store, who have sent it off for repair.
Thing is I forgot to flash the stock ROM back onto it, so they are getting a rooted MIUI ROM, with unlocked Bootloader.
I suspect I am going to get a call in the next few days saying they can't do anything with it.
Hohum
Click to expand...
Click to collapse
Not necessarily. If the engineer investigates the internals of the device and can see the MicroUSB port is dead then it really shouldn't matter what ROM you're running. However having it repaired by Vodafone is a completely different matter than HTC, just wait and see!

As a Vodafone customer with an unlocked Bootloader myself, i'm interested in seeing how this turns out!

also intrested as a vodafone customer to see if they fix for you . good luck

I wouldn't worry to much, mines been sent to htc twice with no issues. First time I received it back with a locked boot loader and the 2nd time they replaced the hardware leaving the custom rom. Doubt vodafone would even notice
Sent from my Nexus One using XDA App

skytcam said:
also intrested as a vodafone customer to see if they fix for you . good luck
Click to expand...
Click to collapse
Can't you send it directly to HTC? I'm also in the uk, but bought my phone directly from Google. I think I have a 2 year warranty.
Sent from my Nexus One using XDA App

Well we'll soon see, just got a text to say it's been received.

VOdafone just rang, to say that they've diagnosed that the USB port is not working (which is awfully clever, asI had told them that).
They then said they are now sending it on to HTC! So not sure what the point of sending it to them was.
Still, no-one mentioned it was rooted or bootloader unlocked.

+1 for interest.
I am too a UK Vodafone customer.

Lumsdoni said:
VOdafone just rang, to say that they've diagnosed that the USB port is not working (which is awfully clever, asI had told them that).
They then said they are now sending it on to HTC! So not sure what the point of sending it to them was.
Still, no-one mentioned it was rooted or bootloader unlocked.
Click to expand...
Click to collapse
Lol, i wonder how long it took them to work it out, especially after being told what the problem was.
So it seems that Vodafone either don't care about the mods or just don't check in the first place. Either way they are sending returned devices off to HTC for repair and many people say that HTC have honoured warranties regardless of custom ROMs etc. Sounds like you'll get a good result.
EDIT: There is one reason that i can see for sending to Vodafone rather than direct to HTC and that is the postage cost. Vodafone will send a prepaid Special Delivery pouch, or in some cases a courier if it's a device swap. Unless i'm wrong you would have to stump up the postage cost yourself if you are sending to HTC.

I cracked my Nexus one screen some time ago (I'm on T-Mobile sim only contract), all I did was send it to HTC directly and they fixed it with no problems...I guess next time just send it to HTC directly..
and postage is paid for by HTC, they send you a prepaid UPS label which you print and stick on. Instructions I got in my e-mail
Instructions:
1. If you are sending your phone remember to remove any SIM cards and storage cards that you are using with it. Remove the battery, the battery cover, and any other accessories. You will be keeping these items.
2. Please also backup any important information you want to keep before shipping your phone. We are not responsible for the preservation of data or for returning storage cards. Any personal data on the phone or microSD card will be lost.
3. To prevent any possible shipping damage securely cushion and package the items in the box so they are not loose. We suggest using nondescript packaging if available.
4. If you have chosen to receive a prepaid mailing label, it will be sent by FedEx to your email address within 24 hours. The prepaid mailing label will expire 8 calendar days after receipt. Please print and affix it to the outside of the box. If you have made an arrangement for pickup with us, please have the items fully packaged and ready for the courier to pick up at the scheduled time.
5. We have placed a credit card on file for authorization purposes only. If out-of-warranty repairs are required, you will receive an email asking you to accept or deny the suggested repair actions. If you do not respond within 5 business days, the triage fee of $28.00 and shipping costs will be assessed and the phone will be sent back without any repairs performed.
6. All items should be shipped to the following location: Communications House Presley Way Crownhill, Milton Keynes, MK8 0ES, United Kingdom
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Click to collapse

saffad said:
I cracked my Nexus one screen some time ago (I'm on T-Mobile sim only contract), all I did was send it to HTC directly and they fixed it with no problems...I guess next time just send it to HTC directly..
and postage is paid for by HTC, they send you a prepaid UPS label which you print and stick on. Instructions I got in my e-mail
Click to expand...
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Do you mind saying how much they charged? Just in case something happens down the line

Hollow.Droid said:
Do you mind saying how much they charged? Just in case something happens down the line
Click to expand...
Click to collapse
Yeah, so they had to replace the digitizer and wasn't covered under warranty (well because i dropped it lol) cost me a crazy £105 ! oh well, the service and delivery was efficient got it all done within 5 days.

I am informed that it will be back at the shop tomorrow so I will soon find out what happened. i can at least assume seeing as they haven't said otherwise, it's been fixed, and free of charge as they wouldn't repair it before informing me of the cost.
I suspect it will come back with a front facing camera Gingerbread, or even Ice-Cream, and some sort of light sabre capabilities.......

Lumsdoni said:
I am informed that it will be back at the shop tomorrow so I will soon find out what happened. i can at least assume seeing as they haven't said otherwise, it's been fixed, and free of charge as they wouldn't repair it before informing me of the cost.
I suspect it will come back with a front facing camera Gingerbread, or even Ice-Cream, and some sort of light sabre capabilities.......
Click to expand...
Click to collapse
Good luck...

Result!
I imagine it will come back in a solid gold, diamond encrusted shell with sapphire crystal glass screen and the ability to cook a nice breakfast for you.
Failing that it will be nice if it just works again and you can't beat free for a price

I'm itching for an update on this thread =] i really am quite interested in rooting/unlocking my Nexus One but from past experience phone warranties have saved me a lot of money!!

levithesheep said:
I'm itching for an update on this thread =] i really am quite interested in rooting/unlocking my Nexus One but from past experience phone warranties have saved me a lot of money!!
Click to expand...
Click to collapse
You can root without unlocking it, that's what I did. Should I have any problems I'll just stick a stock ROM and recovery on there and it'll be as stock as the day I got it

Well I got it back, flashed with 2.2.1 and it's now S-on (is that a locked bootloader?)
Radio is 32.50.00.32U5.12.00.08
Kernel 2.6.32.9-ge8111ea [email protected] #1
Build FRG83
Now I've got to go and relearn how to unlock/root it!

They're meant to be S-ON, unlocking the bootloader doesn't change that.

HTC HD2 warranty issues and how HTC treats them?

I've had my HD2 for just over a year and the touchscreen stopped working as for so many others. Mine is in pretty much original condition and I think all I put on was the CHT screen editor.
Did a factory reset while on the phone with customer support and problem was still there. Do any of you have any experience with the warranty department as far as what they see as a out of warranty device due to any software on it that isn't original? I don't want to send it in only to hear that it's out of warranty because of the screen editor or something like that as they'd still charge me $25 just to look at it and get it back.
Would appreciate any input. Thanks

as long as it is back to stock (no hspl) and the rom on it that it should have, i wouldnt have anything installed when you send it back, then they should be ok,

Demon_man said:
as long as it is back to stock (no hspl) and the rom on it that it should have, i wouldnt have anything installed when you send it back, then they should be ok,
Click to expand...
Click to collapse
Yup, think manufacturer wise I would say.
The more it looks like it comes fresh out of the box the less they have a reason to say that it something you did.
I also recommend the most up to date rom from HTC (check the website and with your serial number) and flash that. I had that issue with my Touch Pro which still had the original rom, but with a hardware issue. They sent it back with 'fixed' and a newer rom. Had to sent it back again because it was the motherboard.
Good luck and a speedy repair for the HD2!

Hi,
Did HTC repair your hd2 under warranty? My touchscreen isn't responding either, and i'm curious wether HTC will repair it under warranty. The device is about 18 months old.

jordy1990 said:
Hi,
Did HTC repair your hd2 under warranty? My touchscreen isn't responding either, and i'm curious wether HTC will repair it under warranty. The device is about 18 months old.
Click to expand...
Click to collapse
Had to send mine back in last year for the same problem(screen unresponsive); just reflash it to a stock rom and they won't have any problem(there's a 24 month warranty in the uk at least on HTC products).
Just about to send it in again as the microusb port has became unreliable.

Sent mine back last week after weird problems. I flashed the stock rom using my serial from the HTC website but still couldn't get into bootloader. Then I flashed HSPL and managed to get stuck on the O2 screen - so somewhere between the stock rom and HSPL - it could have gone either way but I had to bite the bullet and sent it back to HTC with my fingers crossed.
I kept my HD2 immaculate, so maybe that helped - not a mark or slight scratch on it in over a year and it looks like they've come good for me. I was in the process of getting it ready for ebay to fund my (already purchased) Sensation when it all went tits up so I'm made up they've been so good. I guess it depends on who you get, how you speak to them, what you've done to your phone and what condition it's in when you send it to them. They ask for a proof of purchase too so maybe it helps if you've had it a while (i.e. not just bought it off ebay in that condition) and you paid reasonable amount of money for it.
Uploaded with ImageShack.us

You know I personally sent a rooted phone with a custom rom back to t-mobile that stopped working. I had to because it wouldn't boot at all. They did not charge me even though they said if they find unauthorized software or damage outside of the warranty they would charge me $100. Now I don't suggest you take the chance because they always could charge you. what I would do is simply make sure it's back to stock first before you send it in.
Sent from my Desire HD_2 using XDA App

Bricked axon 7, what to do now.

:crying::crying::crying: So the phone was working perfect until I noticed it wasn't charging. No red led nor charging indicator on upper right battery icon, checked chargers and cables but still nothing. So I decided to reset the phone but never powered on again at all. No life,
Nada. No red indicator, vabration, no menus nor bottom tricks. Nothing. Out of experience here what do you suggest? I was thinking of buying replacement charging PCB board and battery but not sure if it would even do anything. Also how would I go about warranty specially with the current zte USA issue? I bought the phone on newegg just before they stopped selling it completely so don't know how to proceed. Any advice greatly appreciated and TIA. Quick update: no type of heat seems to be coming off phone when connected to charger for long period of time.

If the phone is still under warranty they've either got to fix it for you for give you a replacement. It just might take longer than usual. Contact Newegg first, and if unsuccessful with them you can contact ZTE directly. Remember ZTE isn't just a phone brand, they're huge and they have to follow the rules. Also, I've heard for 80$ ZTE will send you a refurb Axon 7 as long as you send them your old phone. That might be an option too. You can enquire with them about that before filing an RMA I guess.

I all so had exactly the same issue. Brand new Axon 7, and it just wouldnt charge. Contacted ZTE right away, it was the day after they got in trouble with USA. They answered back first, but now not a word for 2 weeks nearly, I've written to them several times, since they said they would return to me after consulting with their engineer's, but nothing. And they don't even answer back or anything.
That is not okay to treat their customers like that. Have lost all faith in them. Not our fault they got problems for deals that aren't legal.

WOW!!!!
Oliver Aa said:
I all so had exactly the same issue. Brand new Axon 7, and it just wouldnt charge. Contacted ZTE right away, it was the day after they got in trouble with USA. They answered back first, but now not a word for 2 weeks nearly, I've written to them several times, since they said they would return to me after consulting with their engineer's, but nothing. And they don't even answer back or anything.
That is not okay to treat their customers like that. Have lost all faith in them. Not our fault they got problems for deals that aren't legal.
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WOW so sorry to hear about your experience, I had read your reply before but couldn't get back cause I had to make due with the crappiest LG prepaid phone from Verizon so I'm replying now. My UPS store just called me to let me know they just received it so let's see how that goes. In the last Email they stated it would be a REFURBISHED phone not the one I sent. I hope it's cosmetically new cause that how I had mine. Now my only question is if I should risk rooting it since I suspect that might have caused the damage but still unsure cause it's a common problem even with a stock locked system. All I really want is my backups but don't know how to use Helium. Any advice greatly appreciated.