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Hey xda,
Just wanted to share my experience on a warranty repair with unlocked bootloader. Incase any of you are about to go through this.
I've had to recently send in my phone on a warranty repair for a dead pixel and also getting static interference on my phone speaker when the ringtone is sounding on a incoming call.
Upon calling them they offered a exchange but after I told them I had an unlocked bootloader they said they can only do a repair job on it.
So I ship my phone and 2 days later I get a repair quote for $196.00. I call them to find out specifics and they said I need a new motherboard. My phones been in it's sleeve since I first got it a few weeks ago and absolutely has never been dropped. Which means a failing motherboard came with my phone from the beginning. Now they are telling me that an unlocked bootloader voids my warranty. I have pointed out to them that I know of plenty of people with unlocked bootloaders & clear hardware malfunctions who were able to get a warranty repair or even a warranty exchange!
Now my ticket is being escalated and I will hear back from the higher ups in 48-72 business hours.
Any helpful advice guys?
Thanks,
-L
All you can do is wait... I'd bet that the escalation people will approve the repair under warranty. If not, then everyone needs to be on notice and my prediction has come true.
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I told them I had an unlocked bootloader
Wonder if they would have just sent you a new one if you didnt say that.
By "static interference on my phone speaker", do you mean you hear static when the speaker is ringing? Does the speaker-phone play music without static noise?
britoso said:
Code:
I told them I had an unlocked bootloader
Wonder if they would have just sent you a new one if you didnt say that.
By "static interference on my phone speaker", do you mean you hear static when the speaker is ringing? Does the speaker-phone play music without static noise?
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I think they would've sent a new one but I had to put a $529 on a credit card to do so (which I would've done). But I was afraid that they would've kept the $529 if they found out that my original phone bootloader was unlocked. So I figured I'd tell them for the sake of good karma...I'm really not trying to hustle HTC here.
Yes every couple of calls when my phone rings, the ringtone would be accompanied by a lot of static. I've tried playing back music and trying to recreate the problem but I couldn't get any static out of it on my own. Just randomly happens on it's own during incoming calls. Didn't matter what ringtone I was using or what radio I was on.
lazaro17 said:
I think they would've sent a new one but I had to put a $529 on a credit card to do so (which I would've done). But I was afraid that they would've kept the $529 if they found out that my original phone bootloader was unlocked.
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The $529 deposit is so you have an incentive to send back your old phone and not keep both. Once they receive it, the charge is undone.
cekle said:
The $529 deposit is so you have an incentive to send back your old phone and not keep both. Once they receive it, the charge is undone.
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Yea I know its just a temporary hold but I thought they inspect your old phone upon arrival. Guy on phone told me they can't do anything with unlocked bootloader phones on exchanges which is why it was out of the question. I was just afraid that my old phone would get there and they realized it was unlocked...would've been a more complicated situation then since they are holding my $529.
Where you from? need put $529 for deposit? Being charge $196.00 a bit high, so poor you.
Then service center in Singapore is better, no need any deposit, mine one also root and dead completely and they fix for me FOC.
I'm in Miami, Florida. Had to send it in to HTC in Texas I think.
I will wait and see when they get back to me from the ticket escalation. Hopefully there's a kind soul there!
May god bless you, wish you all the best
Get it replace FOC
Mother board replacement to fix dead pixel
HTC charged me £128.00 to repair signal fault on my N1. They told me that it needs a new mother board as i've unlock the bootloader.
I think they riping peoples of who ever unlocked there bootloader and send for warranty.
I don't understand you, a new motherboard for the issue with the faulty signal?, or the motherboard is to lock the bootloader?
Not to be mean... but you did unlock the bootloader and void the warranty. It's clearly stated everywhere that this is the case.
I don't see what the problem is.
Seems HTC will 'change' the motherboard for anything.
When I thought I would be stuck on ERE36B for ever, I anonymously asked them if there was a way to get it regressed to official firmware. As you may have guessed, they told me they would have to replace the motherboard at a cost of £105
When I sent them my phone for a cosmetic issue, it came back with ERE27 and the same IMEI, so my original motherboard.
Sounds like they're just trying to scam people to be honest.
I've read elsewhere that HTC doesn't repair motherboards. Their fix for everything seems to be just to replace the motherboard.
Not to be mean... but you did unlock the bootloader and void the warranty. It's clearly stated everywhere that this is the case.
I don't see what the problem is.
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I agree but I really thought the build quality on a $500 dollar phone was going to outlast 3 weeks before I had to send it in. You have to see both sides of the story here. Sure it protects HTC but what if on the other hand there's a lot of faulty hardware out there and it actually starts working in their favor. As we're all noticing here now their "repair" process seems to just be an automatic new motherboard. Sounds like a rip off.
So after the escalation they still don't want to cover it with warranty. The rep on the phone says that replacing the motherboard could reinstate the factory warranty. Basically it looks like they are trying to do all these MB replacements on rooted phones so that you have a locked bootloader again & warranty...at the cost of $196.
I asked if i can get a quote for just a repair on the dead pixel and was put on hold for 10 minutes. Finally the agent gets back on the phone to tell me he needs to escalate the ticket in order to get a price quote for just the screen. So now I won't hear back from them until Monday (the earliest) in order to find out how much it is to fix a dead pixel issue.
This is the second time my ticket has been escalated and going onto a week without my phone. It seems like the escalating thing is a nicer way of them saying "don't call us back for a few days."
Getting very frustrated at this point.
I have to say, that it doesn't seem right to charge for hardware repairs because of a rooted phone. I'm going to go read their warranty policies and also look to see if I can find an official message on the web from Google saying that only the software warranty is void. If they make no distinction, then its not even a plan B option for me.
Currently I want the Desire. If it doesn't become available with in the next month or so, I was going to get a Nexus One for the Verizon network.
I feel for you on this one. Activating a change in software really should not affect their hardware obligations to you. I can see them charging you if you sent your phone in and software caused an issue with your device some how but thats not likely the case here.
deekjx said:
I have to say, that it doesn't seem right to charge for hardware repairs because of a rooted phone. I'm going to go read their warranty policies and also look to see if I can find an official message on the web from Google saying that only the software warranty is void. If they make no distinction, then its not even a plan B option for me.
Currently I want the Desire. If it doesn't become available with in the next month or so, I was going to get a Nexus One for the Verizon network.
I feel for you on this one. Activating a change in software really should not affect their hardware obligations to you. I can see them charging you if you sent your phone in and software caused an issue with your device some how but thats not likely the case here.
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Thanks, I was trying to look over it myself as well. I don't see much clarification between hardware and software warranty.
I tried calling HTC to file a complaint (mostly over the repair process) but they have no complaint system set up.
I would love to be able to write someone higher up at HTC or even Google explaining my situation. I can't find any contact email on the internet. I know sometimes these things can be resolved just by getting in touch with corporate offices or headquarters directly.
Anyone have any useful (public) emails for either HTC or Google?
lazaro17 said:
Thanks, I was trying to look over it myself as well. I don't see much clarification between hardware and software warranty.
I tried calling HTC to file a complaint (mostly over the repair process) but they have no complaint system set up.
I would love to be able to write someone higher up at HTC or even Google explaining my situation. I can't find any contact email on the internet. I know sometimes these things can be resolved just by getting in touch with corporate offices or headquarters directly.
Anyone have any useful (public) emails for either HTC or Google?
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Keep me updated. I called t-mobile today and set up Insurance which covers lost/stolen/cracked screen/ blown up for 4.79 a month. Its a 130 deductible too. Worst case is I get my phone back, send them the swap and then play some nexus firsbee. If your in the Chicagoland area, please join me.
Hitorii said:
Keep me updated. I called t-mobile today and set up Insurance which covers lost/stolen/cracked screen/ blown up for 4.79 a month. Its a 130 deductible too. Worst case is I get my phone back, send them the swap and then play some nexus firsbee. If your in the Chicagoland area, please join me.
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Ah crap. I've missed the 14 day insurance period by a couple of a days. I had no idea they offered it.
i know it's not related to the above issues but...
got dinged for 55 bucks for dust under the screen since i had an unlocked bootloader.
also pissed because the guy on the phone told me the bootloader would also be relocked as per my request. going to give them a call about that monday...
hey guys i have an unlocked rooted nexus one and i know it suppose to void your warranty but my power button no longer works i use the trackball to wake the phone is there anyway you guys think htc will replace/repair the phone?
Usually if it's a hardware problem, they'd still honor the warranty even if you unlocked the bootloader. Try sending it in, see if they quote you anything.
blooddragon88 said:
hey guys i have an unlocked rooted nexus one and i know it suppose to void your warranty but my power button no longer works i use the trackball to wake the phone is there anyway you guys think htc will replace/repair the phone?
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I'm in the same boat as you, my power button JUST broke. I am also unlocked and rooted and have been using the trackball to wake the phone with a CM rom.
I called HTC today from a number on the google.com/phone site and had a really easy time talking to the representative. She said that it was a known issue from the first few batches of phones, and that they have corrected it with phones shipped since April. The issue of an unlocked bootloader never came up, and she said that when they inspect my phone they will look for user warranty voiding things like water damage or a cracked screen. I never mentioned that mine was unlocked. I do remember seeing other people at xda in this same boat getting their phones replaced or repaired under theses circumstances, so hopefully it still works.
Anyway I went ahead and set up a replacement and will get the replacement phone in the next few days and send mine back. I'm debating on whether to flash a stock, unrooted rom first, but I don't know if I can even do that because I can't use the power button while in the bootloader or recovery.
For a fee that is. Long story short my rooted phone would reboot every time I used data about 3 months ago. I tried flashing all types of roms, but the problem still persisted so I flashed everything on my phone back to stock. However more problems emerged and everything got worse and worse to the point that I couldn't charge my phone because it would get really hot and reboot itself and get stuck on the X. The phone was useless I couldn't make a phone call without the dam thing rebooting.
I sent my phone to HTC and I was told that my mainboard needed to be replaced and it wasn't covered under warranty, I asked the lady that was speaking to me why I wasn't covered under warranty and I was told that I was running a custom rom. I asked her why is it that so many other people who were running custom roms were able to get a replacement. I was told that it was because they were able to flash their phones completely back to stock and they couldn't flash my phone back to stock. What a load of bull! She told me that my mainboard needed to be replaced because they could not flash my phone completely back to stock in order to do their tests. My mainboard needed to be replaced because it was faulty not because of the rom I was running!
Besides my unlocked bootloader, everything was completely stock. I flashed everything back to 2.1 and the default recovery. I then updated to 2.2 through OTA.
It seems perfectly reasonable to me. HTC replacing defective displays/digitizers/buttons makes sense even if it is flashed with a custom ROM. There is no reasonable way that damage to these components would occur due to a custom ROM.
The mainboard however is a component that could easily be damaged by irresponsible overclocking or (far less likely) a bad ROM. HTC has no way of determining whether or not the damage was original or due to tinkering and in that case, especially since we were given plenty of warning, is justified in refusing warranty.
I sympathize with your plight but am siding with HTC on this one.
By stock they may mean v2.1. If they cant downgrade to 2.1 then maybe thats why they're having an issue.
By unlocking the bootloader you've voided your warranty anyway so no point complaining since they have no obligation to fix your phone.
unfortunately you were better off putting your device back to stock before sending it in.
cymru said:
By stock they may mean v2.1. If they cant downgrade to 2.1 then maybe thats why they're having an issue.
By unlocking the bootloader you've voided your warranty anyway so no point complaining since they have no obligation to fix your phone.
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Not once did she mention anything about the bootloader being unlocked voiding my warranty. If she said straight up that I had unlocked my bootloader and they won't repair my phone under warranty and that the people who were able to get their phone replaced were under different circumstances, I would have accepted the fact that I am SOL.
However that was not the case and she stated that they would not replace my mainboard under warranty because they could not fully flash my phone back to its original state. Because of this they need to replace my mainboard in order to get it to stock.
I've read enough posts on people who's phones were acting the same way as my phone was, difference though is that they got their phone replaced under warranty no questions asked.
My phone had the exact same problem, and I did the exact same thing. I unlocked to it to try flashing different roms. Well it didn't work.
Called HTc I was very polite about the whole thing, got a replacement. I did opt for a swap because I thought that if I sent it in for repair thy may notice the unlocked bootloader so I figured swap would be better and it worked out great!
Maybe call again and explain the whole thing, tell them you paid over $500 for this great phone, but you can't even use it for a a phone because of the factory defects, and you are sure you have they have seen this problem in the past with many other customers; like myself. And tell her that some people online recommend you try unlocking the bootloader so you could reflash it or something, and that you don't understand it all, regardless it didn't work and all you would like is a working phone. So ask if they would be willing to simply change the motherboard or send you out a replacement unit.
I don't know just an idea, worth a shot maybe talking to them again! Goodluck
Tech_Boy said:
My phone had the exact same problem, and I did the exact same thing. I unlocked to it to try flashing different roms. Well it didn't work.
Called HTc I was very polite about the whole thing, got a replacement. I did opt for a swap because I thought that if I sent it in for repair thy may notice the unlocked bootloader so I figured swap would be better and it worked out great!
Maybe call again and explain the whole thing, tell them you paid over $500 for this great phone, but you can't even use it for a a phone because of the factory defects, and you are sure you have they have seen this problem in the past with many other customers; like myself. And tell her that some people online recommend you try unlocking the bootloader so you could reflash it or something, and that you don't understand it all, regardless it didn't work and all you would like is a working phone. So ask if they would be willing to simply change the motherboard or send you out a replacement unit.
I don't know just an idea, worth a shot maybe talking to them again! Goodluck
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tried the same exact tactic to get my macbook fixed but the mac genius was juts too stubborn. remember politeness+cluelessness is the way to get a warrantee acknowledged. well good luck with getting your phone fixed!
... where are all the people on this board that flame you if you dare to ask for a way to re-lock the bootloader? You know ... the ones calling one names and telling people that HTC will honor the warranty despite the bootloader unlock.
HTC did the same to me when mine overheated and cracked it's screen sitting on my desk charging overnight. File a report with the BBB if anything, I did after HTC kept my Nexus for 3 weeks and refused to fix it because of the bootloader and I had a new one 2 days later.
I broke some resistors on my motherboard. They wont fix it for free. I'm so angry.....you accepted the voiding of the warranty when you unlocked. The lady used the wrong terms but you know what she ment. If you void a warranty and the company still honors your voided warranty then good on them. They don't have to and flashing roms CAN mess up a motherboard by overheating it among other things (over voltage etc).
_Dennis_ said:
I broke some resistors on my motherboard. They wont fix it for free. I'm so angry.....you accepted the voiding of the warranty when you unlocked. The lady used the wrong terms but you know what she ment. If you void a warranty and the company still honors your voided warranty then good on them. They don't have to and flashing roms CAN mess up a motherboard by overheating it among other things (over voltage etc).
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Well said, warranty is voided, end of story. We all agreed to those terms when we unlocked our phones.
Anyone willing to sell their broken Nexus One
I killed my Nexus One, replaced the display, but it turns out I need to replace the lower board as well. Anyone have a broken Nexus One they're willing to part with?
BTW, I don't care about the condition of the display, or outside shell.
_Dennis_ said:
I broke some resistors on my motherboard.
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How in the hell did you do that?
HTC also refused to repair my faulty power button because I had an unlocked bootloader and wanted to hit me with the cost of a new motherboard to fix it. I spent close to a week arguing with them (over phone and in person) before they relented to do it at no charge. My phone came back repaired but my motherboard was not replaced. They're just out to charge us for unlocking the bootloaders.
Sure glad I used the one-click root, after getting mine replaced for insensitive touchscreen...
I was trying to remove camera and when I was prying the plastic under the battery off I broke the resistors.
My phone did nearly the exact same thing your did. Every time GPS was used it would reboot. Every time I was on a call for a long period of time - reboot. etc.
I eventually called in a repair ticket, flashed my phone to complete stock (with unlocked bootloader), sent it in and they repaired it. Never said a word.
I unlocked the bootloader, but i am currently have problems with hardware of phone. Is there a way to reverse the unlocking of the bootloader and restore the phone to factory settings.
No there is no way to remove the unlock. What type of problems are you having?
My touchscreen is stuttering and becomes unresponsive. I have tried using apps like touchscreen booster but does nothing.
hjd17 said:
I unlocked the bootloader, but i am currently have problems with hardware of phone. Is there a way to reverse the unlocking of the bootloader and restore the phone to factory settings.
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As stated you cannot remove the unlock, it burns a fuse in the hardware that cannot be undone. You can flash a stock ROM through RSD but read all precautions because you can set yourself up for a brickable device later on but i wont madder if you return it. If you flash the stock ROM it wont say unlocked anymore in the bootup. If you can you want to return it through your carrier and not Motorola since most carriers send you a replacement before you send your phone back. Moto wants it upfront and they take 10-5 days to return it.
I called ATT Warranty. They are sending me a replacement phone, but they said if the phone is not under warranty they will charge me 399 for the phone. So if i restore the phone to factory so that it doesn't say unlocked. They will still be able to inspect the hardware and determine its an unlocked phone.
reverse unlocking? You mean locking?
I recently had a replacement phone shipped out. I should be getting it soon. I too was nervous about sending back my phone with an unlocked bootloader...I mean, it IS broken and broken in ways totally unrelated to bootloader, etc. But I knew there was no way for us to relock, so I figured it would be useless to them as well and I'd get hit with a fee. The lady that placed my order on the phone said that any "modding" I had done in the spirit of Android was okay and they flash it anyway. But again, I knew the bootloader couldn't be relocked...
So I got online again and chatted with an ATT rep, and told him my bootloader was unlocked. He asked "so you're phone is rooted?" So I'm not quite sure he knew what I was talking about...but he also told me Google recently started requiring Carriers and stuff to accept any phones that had any modifications, so I confirmed numerous times with him that the unlocked bootloader won't be a problem and I won't get a fee - as long as there's no water damage or extreme physical damage, no fee.
I'll admit, I'm still very nervous about what could happen...If I get a fee I'm gonna poop my pants. I have a bad feeling this guy was full of crap, HOWEVER if there's a fee I'm gonna argue it until I die because of what he said, the lady on the phone said, and because NO WHERE in the exchange terms does it say anything about unlocking the bootloader. In fact, even when we unlocked it said it MAY void warranty (didn't say it would for sure )
Hopefully this helps some of you in your hunt for answers...it helped clear up some of my worry, but I until I send that thing back and can confirm there's no charge, I'm gonna be shaking in my boots.
thebeardedchild said:
I recently had a replacement phone shipped out. I should be getting it soon. I too was nervous about sending back my phone with an unlocked bootloader...I mean, it IS broken and broken in ways totally unrelated to bootloader, etc. But I knew there was no way for us to relock, so I figured it would be useless to them as well and I'd get hit with a fee. The lady that placed my order on the phone said that any "modding" I had done in the spirit of Android was okay and they flash it anyway. But again, I knew the bootloader couldn't be relocked...
So I got online again and chatted with an ATT rep, and told him my bootloader was unlocked. He asked "so you're phone is rooted?" So I'm not quite sure he knew what I was talking about...but he also told me Google recently started requiring Carriers and stuff to accept any phones that had any modifications, so I confirmed numerous times with him that the unlocked bootloader won't be a problem and I won't get a fee - as long as there's no water damage or extreme physical damage, no fee.
I'll admit, I'm still very nervous about what could happen...If I get a fee I'm gonna poop my pants. I have a bad feeling this guy was full of crap, HOWEVER I'm gonna argue it until I die because of what he said, the lady on the phone said, and because NO WHERE in the exchange terms does it say anything about unlocking the bootloader. In fact, even when we unlocked it said it MAY void warranty (didn't say it would for sure )
Hopefully this helps some of you in your hunt for answers...it helped clear up some of my worry, but I until I send that thing back and can confirm there's no charge, I'm gonna be shaking in my boots.
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I found this on the ATT website. It doesnt mention anything about software modification will void warranty from att.
http://www.att.com/esupport/article.jsp?cv=820&sid=KB64687#fbid=Cw9E1Or62fz
More proof:
Please wait for a chat representative to respond.
Welcome to AT&T Chat. My name is 'Roderick Brown' and I’ll be happy to assist you today.
XXXXX XXXXX: I have an outstanding RMA on my current phone.
XXXXX XXXXX: but my question is that I have made software modification to the phone.
Roderick Brown: Ok, I will need to transfer you to our warranty department Mr. Dharia.
XXXXX XXXXX: okay
XXXXX XXXXX: thank you
Roderick Brown: Were there any technical issues I can assist you with today before I transfer you?
XXXXX XXXXX: nope
XXXXX XXXXX: just question on warranty
XXXXX XXXXX: and RMA
Roderick Brown: Have a good day, please hold for the transfer.
Please wait while I transfer the chat to the appropriate chat representative. Please be patient as someone will be with you shortly.
Welcome to AT&T Chat. You are now chatting with 'Jessica Tobben'
Jessica Tobben: Hello How are you today?
Jessica Tobben: I see you have some questions for me here in warranty is that correct?
XXXXX XXXXX: yes
Jessica Tobben: How may I help you today?
XXXXX XXXXX: i called today to request a replacement phone for my existing motorola atrix
XXXXX XXXXX: the current phone is in excellent condition but has a hardware failure related to the touchscreen
Jessica Tobben: Alright
XXXXX XXXXX: i have made some software modification to the phone. will that result in att not honoring the warranty.
XXXXX XXXXX: http://www.att.com/esupport/article.jsp?cv=820&sid=KB64687#fbid=Cw9E1Or62fz
XXXXX XXXXX: according to that site the phone does not have any physical damage or water damage
Jessica Tobben: If the phone has no physical or liquid damage, and is still under the 1 year warranty, unlocking the phone does not void the warranty.
XXXXX XXXXX: okay so i shouldnt worry about att charging me for a replacement phone
Jessica Tobben: That is correct, as long as the phone has no physical or liquid damage.
XXXXX XXXXX: thank you
Jessica Tobben: You are very welcome any other questions?
XXXXX XXXXX: nope thats about it
XXXXX XXXXX: u answer all my questions and concerns
Jessica Tobben: We value you as a customer with AT&T and we appreciate your business. Thank you for visiting AT&T Live Support Chat. It has been my pleasure to assist you today, please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback.
Jessica Tobben: Have a great day
XXXXX XXXXX: you too
Good to see you got mostly the same response. The only thing iffy about that was that maybe she meant unlocking the sim or whatever, to use on different carriers or something?
According to US law involving warranties (not word for word but I've dealt with this kind of lawsuit when it came to a car I used to own and modified while it was under warranty):
In order for a modification, not sanctioned by the warranty provider, to invalidate a warranty on any consumer good, the modification must be found, without a doubt, to be the underlying cause of the problem for which the warranty is being claimed.
Basically; the actual process of unlocking your bootloader would have to cause damage to your phone in order to void the warranty. There's no way at&t could prove that
Did you back up your pds partition as suggested before flashing your phone? I'm guessing not, and is probably the reason you're in this position...
Sent from my MB860 using Tapatalk
If you read about unlocking the bootloader you should know that you cant lock it back up. The least you could do before sending it in is to make sure you have a stock kernel and radio.
I voided my warranty.
thebeardedchild said:
Good to see you got mostly the same response. The only thing iffy about that was that maybe she meant unlocking the sim or whatever, to use on different carriers or something?
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She said unlocking the phone won't void the warranty as long as there is no physical or liquid damage to the phone..
Jessica Tobben: If the phone has no physical or liquid damage, and is still under the 1 year warranty, unlocking the phone does not void the warranty.
XXXXX XXXXX: okay so i shouldn't worry about att charging me for a replacement phone
Jessica Tobben: That is correct, as long as the phone has no physical or liquid damage.
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Click to collapse
This is really good to know..
Mac
unlocking the phone to an atnt phone rep could mean sim unlocking
pukemon said:
unlocking the phone to an atnt phone rep could mean sim unlocking
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I am not sure if she meant sim unlocking. But the main thing to me is that as long as there is physical damage or water damage they will replace the phone.
pukemon said:
unlocking the phone to an atnt phone rep could mean sim unlocking
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Yeah that's what I was getting at. Either way, I think there's enough reason to believe we'll be okay. And I agree, getting it on stock system, kernel and radio is important.. I imagine deleting recovery might be good as well.
Sent from my Motorola Atrix using the Premium XDA App
Just did the chat thing. They thought sim. When i said to confirm an unlocked phone so i could install APK's he said "Oh our internal memos we cant show you say we invalidate it right now". I closed the window. AN hour later I got a voicemail from a separate man saying to call him and work this out. Not calling.
andrew1234abc said:
Just did the chat thing. They thought sim. When i said to confirm an unlocked phone so i could install APK's he said "Oh our internal memos we cant show you say we invalidate it right now". I closed the window. AN hour later I got a voicemail from a separate man saying to call him and work this out. Not calling.
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Wait what?
hjd17 said:
XXXXX XXXXX: i called today to request a replacement phone for my existing motorola atrix
XXXXX XXXXX: the current phone is in excellent condition but has a hardware failure related to the touchscreen
Jessica Tobben: Alright
XXXXX XXXXX: i have made some software modification to the phone. will that result in att not honoring the warranty.
XXXXX XXXXX: http://www.att.com/esupport/article.jsp?cv=820&sid=KB64687#fbid=Cw9E1Or62fz
XXXXX XXXXX: according to that site the phone does not have any physical damage or water damage
Jessica Tobben: If the phone has no physical or liquid damage, and is still under the 1 year warranty, unlocking the phone does not void the warranty.
XXXXX XXXXX: okay so i shouldnt worry about att charging me for a replacement phone
Jessica Tobben: That is correct, as long as the phone has no physical or liquid damage.
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Click to collapse
I think she's talking about unlocking the sim, I doubt a basic AT&T rep even knows what a bootloader is or that the Atrix has one...
does anyone know if they try flashing the phone back to stock? or do they just do a factory reset once they receive it?
cuz if they try flashing it back to stock and the bootloader is unlock, they'll brick it. which they won't be able to charge you since it wasn't you bricking it. I guess they'll assume something went wrong in the process.
either way, the two guys that send in their phones let us know how it went and if they charge you. cuz I really want to switch my phone (the screen is completely f***ed up) but can't switch because of the unlock bootloader and I can't afford a new one at the moment.
And seriously I wont feel bad if they brick the phone once i return it since they are charging us an arm and a leg for warranty then they put all their stupid bloatware that drives us to switch out the ROM, then to top it off they lock the bootloader that forces us to unlock it!!! voiding our warranty! but NO, charging us $500 for a phone wasn't enough for them. so seriously F**K EM'!
When I read that HTC was offering to replace cracked screens on a one-time basis I thought that was pretty cool. But then I read it was only if the screen was cracked within the first 6 months and I thought what were the odds of that happening. Seemed like it was more likely to happen in months 6-24. Well, I got my M8 in April and the other day I dropped it. I was sitting down and reached into my pocket when it rang and it fell out. It was only a short distance and I've had it happen many times before without incident, but for some reason the screen completely shattered. I even had a protector on it to no avail.
Well, I contacted HTC via messenger and had a great experience. It did take awhile as the operator went over the various options, but ultimately I chose the completely free option which will take 8-10 days which I can afford because I am just using my old phone. Just sent it off yesterday so I'll let you know how it goes, but so far, it seems they have lived up to their promise.
That's awesome ! I was wondering how they would handle this and if there weren't any conditions they could deny your phone.
Well i'm not going to try it on purpose ..
They just asked for the serial # and then they were able to get all of the other information they needed from that, although they did ask when I bought the phone. I'm not sure why they would ask that considering it had to be less than 6 months that I've had it.
They sent me a pre-paid label and I dropped it off at UPS.
Be thankful you live in a country where they offer the advantage program
Sent from my HTC One_M8 using Tapatalk
Oh, really. What country do you live in that they don't offer it?
bigragu said:
Oh, really. What country do you live in that they don't offer it?
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Click to collapse
Every other country except USA?
bigragu said:
Oh, really. What country do you live in that they don't offer it?
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Click to collapse
Canada's HTC Advantage is only the extra Google Drive space and software update promise.
Didn't realize. Doesn't really make any sense why that would be.
So you didn't root this or anything I hope right?
I just got off the chat with HTC and they said if I root this phone it voids all warranty even screen repair.
So now I have been scrambling to go back to stock everything from S-OFF so I can send this in for repair using the same free option.
murf43143 said:
So you didn't root this or anything I hope right?
I just got off the chat with HTC and they said if I root this phone it voids all warranty even screen repair.
So now I have been scrambling to go back to stock everything from S-OFF so I can send this in for repair using the same free option.
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Click to collapse
Unfortunately, they will still be able to tell. My screen shattered and I had an unlocked bootloader with S-off. Went back to stock, re-locked, changed re-locked to locked and removed tampered banner, and sent it in (from what I read turning S-on will trip re-locked and tampered so I didn't do).
Got a quote from them yesterday that they'd only replace my screen for free if I paid $290 for them to replace my motherboard since my bootloader was unlocked (they will look to see if you requested an unlock token from HTC Dev as well as looking on the device itself). After spending an hour on the phone with them yesterday they say they will do it for $145 but a supervisor is supposed to call me back so we can discuss more. They still haven't explained to me why the motherboard needs to be replaced besides "we have to since the bootloader was unlocked."
My approach when dealing with them is that there are two separate warranties for the phone - the screen replacement warranty and a 1 year warranty for the rest of the phone. The screen warranty doesn't mention unlocked bootloader voiding it, only that "unauthorized modifications.." will. Whereas the 1 year warranty mentions "unauthorized modifications..." as well as "the bootloader has been unlocked.." voiding the warranty.
I'll let you guys know where I get with them.
jfvick said:
Unfortunately, they will still be able to tell. My screen shattered and I had an unlocked bootloader with S-off. Went back to stock, re-locked, changed re-locked to locked and removed tampered banner, and sent it in (from what I read turning S-on will trip re-locked and tampered so I didn't do).
Got a quote from them yesterday that they'd only replace my screen for free if I paid $290 for them to replace my motherboard since my bootloader was unlocked (they will look to see if you requested an unlock token from HTC Dev as well as looking on the device itself). After spending an hour on the phone with them yesterday they say they will do it for $145 but a supervisor is supposed to call me back so we can discuss more. They still haven't explained to me why the motherboard needs to be replaced besides "we have to since the bootloader was unlocked."
My approach when dealing with them is that there are two separate warranties for the phone - the screen replacement warranty and a 1 year warranty for the rest of the phone. The screen warranty doesn't mention unlocked bootloader voiding it, only that "unauthorized modifications.." will. Whereas the 1 year warranty mentions "unauthorized modifications..." as well as "the bootloader has been unlocked.." voiding the warranty.
I'll let you guys know where I get with them.
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Click to collapse
But requesting a unlock token from htcdev doesn't necessarily mean that the device is unlocked. This HTC policy is crap.
I got my screen replaced under warranty from HTC for my One X, and they gave me a non gorilla glass, which i realized in a week as it got plenty of scratches easily. But didn't bother to explain the dumb customer care, just sold the device...
Sent from my HTC One_M8 using XDA Premium 4 mobile app
bigragu said:
When I read that HTC was offering to replace cracked screens on a one-time basis I thought that was pretty cool. But then I read it was only if the screen was cracked within the first 6 months and I thought what were the odds of that happening. Seemed like it was more likely to happen in months 6-24. Well, I got my M8 in April and the other day I dropped it. I was sitting down and reached into my pocket when it rang and it fell out. It was only a short distance and I've had it happen many times before without incident, but for some reason the screen completely shattered. I even had a protector on it to no avail.
Well, I contacted HTC via messenger and had a great experience. It did take awhile as the operator went over the various options, but ultimately I chose the completely free option which will take 8-10 days which I can afford because I am just using my old phone. Just sent it off yesterday so I'll let you know how it goes, but so far, it seems they have lived up to their promise.
Click to expand...
Click to collapse
Wow well be careful next time
I smashed the screen on my one and damaged the case and speaker grills. All repaired by HTC for £103 ($175) in just over 2 weeks. Couldn't believe how cheap it was considering the parts themselves cost more than the actual cost of repair.
So a all in all thumbs up for HTC for not charging an extortionate price for repair. I sent mine in unlocked everything, but no complaints from HTC because I wasn't claiming under warranty.
I was watching xmen yesterday and when it ended I got up and somehow my phone slipped out of my shorts pocket and landed screen down. It made such a loud noise I was so scared to pick it up. Luckily, when I did not a scratch on the screen. I think what might've saved me was I had a clear skin on the two grills (nothing on screen) which might've propped it up a bit by making a lip. There was a small scuff on the metal rim on the left side of the phone. I took a nail filer and smoothed it out. When you shine light on it you can see some scratches from filing. However, when you run your finger down it, it doesn't catch like it did when the scuff was there.
Sent from my HTC One_M8 using XDA Free mobile app
otariq said:
I was watching xmen yesterday and when it ended I got up and somehow my phone slipped out of my shorts pocket and landed screen down. It made such a loud noise I was so scared to pick it up. Luckily, when I did not a scratch on the screen. I think what might've saved me was I had a clear skin on the two grills (nothing on screen) which might've propped it up a bit by making a lip. There was a small scuff on the metal rim on the left side of the phone. I took a nail filer and smoothed it out. When you shine light on it you can see some scratches from filing. However, when you run your finger down it, it doesn't catch like it did when the scuff was there.
Sent from my HTC One_M8 using XDA Free mobile app
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Click to collapse
So how was the movie
Sent from my HTC One_M8 using XDA Premium 4 mobile app
they charged me $290 because i rooted and unlocked my bootloader on AT&T variant.. they said it is no under warranty anymore
it wasn't converted to GPE, just rooted..
before i sent to them i re-locked bootloader and installed stock version as well. .still they charged me $290
I can't believe how horrible this is. It's really not what one would expect by a company such as HTC, especially as they are trying to build a loyal user base and get out of trouble.
As far as I read until now, this doesn't seem to happen in Europe, but this policy proves that they are only behaving well in Europe because of the laws, not because of caring for being fair.
flayzeraynx said:
they charged me $290 because i rooted and unlocked my bootloader on AT&T variant.. they said it is no under warranty anymore
it wasn't converted to GPE, just rooted..
before i sent to them i re-locked bootloader and installed stock version as well. .still they charged me $290
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Click to collapse
Wow really? I thought warranty was still valid. In any case, how would a shattered screen be related to software mods? I have an AT&T variant as well with S-Off and unlocked bootloader. Not looking good then.
is350 said:
Wow really? I thought warranty was still valid. In any case, how would a shattered screen be related to software mods? I have an AT&T variant as well with S-Off and unlocked bootloader. Not looking good then.
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Click to collapse
nope, i did 4 times conversation with htc representative and they told me, when you download bootloader unlock file from htc's website, there is a disclaimer says this will void your warranty.. you have to accept that to download the unlock file.. that is why they charged $290 for the replacement on cracked screen even if i revert back to stock and re-lock it
flayzeraynx said:
nope, i did 4 times conversation with htc representative and they told me, when you download bootloader unlock file from htc's website, there is a disclaimer says this will void your warranty.. you have to accept that to download the unlock file.. that is why they charged $290 for the replacement on cracked screen even if i revert back to stock and re-lock it
Click to expand...
Click to collapse
jfvick said:
Unfortunately, they will still be able to tell. My screen shattered and I had an unlocked bootloader with S-off. Went back to stock, re-locked, changed re-locked to locked and removed tampered banner, and sent it in (from what I read turning S-on will trip re-locked and tampered so I didn't do).
Got a quote from them yesterday that they'd only replace my screen for free if I paid $290 for them to replace my motherboard since my bootloader was unlocked (they will look to see if you requested an unlock token from HTC Dev as well as looking on the device itself). After spending an hour on the phone with them yesterday they say they will do it for $145 but a supervisor is supposed to call me back so we can discuss more. They still haven't explained to me why the motherboard needs to be replaced besides "we have to since the bootloader was unlocked."
My approach when dealing with them is that there are two separate warranties for the phone - the screen replacement warranty and a 1 year warranty for the rest of the phone. The screen warranty doesn't mention unlocked bootloader voiding it, only that "unauthorized modifications.." will. Whereas the 1 year warranty mentions "unauthorized modifications..." as well as "the bootloader has been unlocked.." voiding the warranty.
I'll let you guys know where I get with them.
Click to expand...
Click to collapse
So after talking to them Friday, they said someone from the repair team would call me in 3-5 days. Today (Monday) I got a message that they would in fact replace my screen free of charge. He apologized and said because the bootloader was unlocked it automatically generated the $290 quote to fix it but since the software on my phone was stock and supported by HTC they would fix it under warranty. They should be shipping my phone back to me tomorrow or the next day.
From what I've seen there is a lot of confusion on the issue of free screen replacement and unlocked bootloader. So for those of you in a similar situation I would recommend converting back to stock completely (bootloader and rom) before sending to HTC and when they send you a quote for $290, call and complain and ask to speak to a manager when they say there's nothing they can do. Only the Limited Warranty (which is separate from the Screen Warranty) stipulates unlocking the bootloader void's the warranty and you're filing a claim under the Screen Warranty. If you keep complaining they'll eventually do it for free.
Hope this saves more than a few people the $290 they keep trying to charge.