Database Users

IMPORTANT: Detailed information on how HTC service claims work.

Since there have been numerous questions about this, I thought I'd create a new thread detailing the warranty and DOA processes of HTC. Perhaps a mod will sticky this for a few days so everyone can see it.
--------------------------------------------------------------
I just spent about half an hour talking to the CS Rep at HTC about my ticket. We had a good back and forth discussion, and he explained how the warranty (repair) and DOA processes work, so I'd like to pass that info on to you guys.
*DOA: If a phone is DOA, i.e. it is defective or otherwise non-functioning out of the box, then they replace that phone with a brand new one. They send the customer a return shipping label. The customer is then to ship the defective phone, accessories, etc. in the original packaging back to HTC at their Houston address. The techs inspect and confirm the defect in Houston. Then a BRAND NEW replacement is sent out to the customer (not sure if it's sent from Houston or Indianapolis though). All said and done, this takes about 7-10 business days from the time the customer ships their phone to HTC. Also, no credit card number is required, because there's no risk to HTC losing inventory with this method.
*Repair (i.e. Warranty claim): A phone is categorized as a Repair if the defect has shown up after some time (i.e. not right out of the box). In contrast to the DOA scenario, here the customer provides their credit card number to HTC. Then HTC ships you a REFURBISHED replacement handset only, along with a return shipping label. Once you receive your replacement phone, THEN you send back your defective unit. The turn around time is usually short for the customer here... it takes 2-3 days for you to get your handset via Fedex.
Now, I've talked to a couple people who were skeptical that they'd receive a refurb because the phone just came out. So was I... then I asked the CS Rep that as well. He told me that they have plenty of refurbished units because this phone has actually been in production for several months. Whenever a phone was found defective at the end of the assembly line, it was sent back to be refurbished, and added to HTC's inventory of refurbs. Also, any presale units that were handed out, by Google to its employees for example, that had issues, were sent to HTC and refurbed as well.
So there you have it. If your phone was entered into the system as a Repair, you're getting a refurb. If your phone was entered as DOA, you'll have to wait 12 days longer, but will get a new phone. Now bear in mind that even if you're getting a refurb, you can expect the phone to look brand new, since it was likely just plucked off the end of the assembly line and never left the factory. The only difference between it and a "brand new" phone is that its case was opened by a technician after assembly...so if you're fine with that, then you're in luck.

uansari1 said:
*Repair (i.e. Warranty claim): A phone is categorized as a Repair if the defect has shown up after some time (i.e. not right out of the box). In contrast to the DOA scenario, here the customer provides their credit card number to HTC. Then HTC ships you a REFURBISHED replacement handset only, along with a return shipping label. Once you receive your replacement phone, THEN you send back your defective unit. The turn around time is usually short for the customer here... it takes 2-3 days for you to get your handset via Fedex.
Click to expand...
Click to collapse
*Edit* I didn't see 'warranty claim' first time around. Please ignore.

The information I got was different:
I just called up HTC and asked them If the phone you get in the process where they ship you a phone, and then you ship yours back was going to be a brand new or refurbished phone. He left for about 15 mins to check with some other staff there because he wasn't sure, and came back and swore to me up and down that the phone I would receive will be brand new and NOT refurbished. I don't know if he's right, or if the Rep uansari talked to is correct. However the rep I talked to went away for a while because he told me he wants to be sure I get the correct answer and so he went to check with supervisor/other staff/etc.

melterx12 said:
The information I got was different:
I just called up HTC and asked them If the phone you get in the process where they ship you a phone, and then you ship yours back was going to be a brand new or refurbished phone. He left for about 15 mins to check with some other staff there because he wasn't sure, and came back and swore to me up and down that the phone I would receive will be brand new and NOT refurbished. I don't know if he's right, or if the Rep uansari talked to is correct. However the rep I talked to went away for a while because he told me he wants to be sure I get the correct answer and so he went to check with supervisor/other staff/etc.
Click to expand...
Click to collapse
Yes, I saw your post in the other thread. So essentially, everyone is getting different information, and even HTC's own reps don't know the score...? Either way, I think to be safe it's best to ask for DOA if you want to make sure you get a new handset. Either way you'll be fine though.

I'm really curious if what the OP says is true. I have an issue where my phone randomly turns off. It has probably happened to me about 5 or 6 times now. Nothing huge, but a bit disheartening considering the price tag. I was considering calling HTC, but if I'm going to get a Refurb I'd rather not. I work for T-Mobile and I can not tell you how much more often refurb phones come back with issues compared with their new counterparts.

ok called again. this rep also said swaps are brand new. I told him I heard that they are refurbs, then he went to check with 2 supervisors who also said that at this point in time (they said it may change in a month or two) all swaps sent out are brand new phones reserved for this purpose.

Cuda1337 said:
I'm really curious if what the OP says is true. I have an issue where my phone randomly turns off. It has probably happened to me about 5 or 6 times now. Nothing huge, but a bit disheartening considering the price tag. I was considering calling HTC, but if I'm going to get a Refurb I'd rather not. I work for T-Mobile and I can not tell you how much more often refurb phones come back with issues compared with their new counterparts.
Click to expand...
Click to collapse
I have no reason not to tell you the truth of what I was told. That being said, if you call HTC and tell them your phone has had this issue since you first got it, and ask them to DOA the device, you know that you'll definitely get a brand new phone.

Warranty Issue

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.

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?

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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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...

[Report] Great HTC Customer Service.

Ahoy XDA'ers,
I just wanted to document my recent experience with HTC tech support and how refreshing it was.
Now, as a frustrated iPhone jailbreaker I knew instantly that Apple would never have even touched my iPhone had they known I had jailbroken it.
So you can guess I was pretty excited to get my N1 when it was first released. Immediately out of the box I unlocked, rooted, and installed a custom ROM (CM FTW). Bluetooth, WiFi, everything was working great. About a week into using the phone I realized my Bluetooth had stopped working. Thinking it was something I had inadvertently done to the software, I tried reflashing everything back to stock install. Even using my initial nandroid backup. But to no avail and on the recommendation of this forum I contacted HTC with my issue.
When I spoke with HTC I was completely honest about what I had done to the phone. I explained to the tech everything I had tried to to, flash the rom, etc. I told him that I had looked at logcat and that Bluetooth was simply not responding and timing out. I guess I was lucky to get a tech that new a bit about the Android OS. He said that he could see that I had done the work to diagnose the issue and that even though I had rooted/unlocked the phone Google and HTC appreciated people like us.
Now, my one stipulation was that I have a custom engraving on my phone and really didn't want to lose that. I liked having a true first gen engraved phone. He assured me that if they had to replace the entire phone they would call me before doing anything. So I rest assured that my N1 would be safe.
After getting off the phone with the tech I receive an email from HTC and FedEx with an overnight shipping label. I print out the label, throw the phone in a padded box and ship it off to HTC. I still have not payed a dime.
The next morning I receive an email from HTC saying they received my phone. The email contained a work order number and a website to check the status of my repair. This was a great feature I never experienced with Apple or any other company for that matter.
So another day passes (Day 3) and I receive an email from HTC saying the work has been completed and my phone is being shipped overnight shipping back to me.
Surprised that I didn't receive a phone call I was skeptical that the problem had been fixed. I figured due to a lack of communication through the line, the actual repair tech saw the phone was unlocked and sent it back.
The FedEx guy drops off the package the next day (4 days from my initial phone call to HTC) and I rip open the box to find my same phone I had shipped, engraving and all.
I was sure they simply returned the phone still broken, saying tough luck. I placed the battery and cover on and powered up. Interesting enough, the phone had been re-locked as there was no unlock symbol on startup. Skipped the welcome screens, swiped left, and hit the bluetooth activation widget.
"...Updating Bluetooth Settings"
Hazah! It worked, either HTC fixed whatever was wrong with my chip or they replaced the guts of the phone and kept the case on at no charge. They could have easily not fixed it or sent me a new phone and not bothered removing my case.
Thanks HTC for hooking me up and being giving great customer service.
So now I have a fully functioning N1 and couldn't be happier.
-pixlgeek

Real happy for you dude.
Yeah, I myself cannot give up hope that there is (or can be) a company that REALLY appreciates its customers. Not that phony "we love your money! errr we mean we love our customers!". So far every company I dealt with (except subaru warranty, surprisingly) was simply trying to get out of contract by any means necessary.
Hopefully google understands the difference between caring for customers and caring for their money. This will go a long way.

I was under the impression that you had to pay money to ship it back if it was engraved. I guess not, maybe I'll get my name engraved after all.

ChillRays said:
I was under the impression that you had to pay money to ship it back if it was engraved. I guess not, maybe I'll get my name engraved after all.
Click to expand...
Click to collapse
I am pretty sure you have to pay only if you want to return it. In this case, it was a repair. BTW awesome story OP

Vandam500 said:
I am pretty sure you have to pay only if you want to return it. In this case, it was a repair. BTW awesome story OP
Click to expand...
Click to collapse
Oh as in, if somebody doesn't want it anymore. I guess thats where the 48 dollars comes in. I wish somebody would clarify that. Yeah I agree, good story.

This is how Customer support should be. That HTC support goes lightly on unlocked and flashed phones is just great. Android is after all an open OS.
If only Apple could do that good.. *ugh*
Great customer care and support does get more customers. No doubt.

Consider yourself lucky. I'm on my 4th HTC device and not once the customer service was helpful. Unfortunately there is no manufacturer out there that can make a better hardware than HTC so i'm stuck.

who did you call? google customer service or directly to HTC? thanks!

I had 4 returnss with HTC involvingg the Nexus One (various Defects) and each time cutomer service was excellent and I never got a run around. Very straight foward and nice people answering the phone.
I never get mad at customer service for a phone manufactured thousands of miles away, so I always try to have a polite convo with whoever I speak with, maybe thats why I never got charged for any phone sent back that was rooted or had to explain any small scratches. I rank HTC customer service at the top of my list in front of T-mobile.
P.S. My 4th phone was a brand new unit shipped from google's new shipment in a new box Not a refurbished one.

rensky said:
who did you call? google customer service or directly to HTC? thanks!
Click to expand...
Click to collapse
Here's the interesting part I forgot to include...
After a google search of "HTC Nexus One customer support" the first link presented with:
http://www.htc.com/www/support/nexusone/
Clearly HTC site. The first number listed 1-888-48-NEXUS (63987) is what I dialed.
I thought for the first 15 minutes of the call that I was speaking to HTC. Comes to find out, that number transfers to a Google call center. The tech I was speaking with at the very beginning was a Google employee. Once he determined that repairs were needed, he "connected" me with a customer service rep at HTC and I completed the whole process through HTC. So I was sort of handed off from Google to HTC but both communicated with eachother about my issue.
Wierd. So Google does the phone support HTC does the hardware.
*shrug*
-pixlgeek

I have heard that HTC has excellent customer service. I think if anything ever happens to my phone, I am going to go strait to HTC instead of the provider.

warranty process journal

So my phone decided to start rebooting at random times all the time. No matter what ROM was on there, or if it was charging or not, it would reboot.
I called HTC and the tech asked me what I had done/tried and after a bit he told me that the sensor that detects overheating was faulty (referreed to it as the hardware watchdog) which was causing a reboot. He said that it was entirely possible that my phones memory was also borked but was not going to commit to that. He did mention that the fact it is unlocked may have negative consequences as they could blame software for the hardware failure.
I was xferred to warranty dept and opted for the "mail me a shipping label and I will mail my phone back" option rather than a swap. They told me to keep the battery, sd card, sim card, phone back plate and take off any screen protectors.
I will update this threat with what I experience so others can see what to expect.
My poor Nexus...it has treated me well.
Off goes an AT&T non SLCD model...here's hoping I get back the same

Sent mine in Thursday for dust under the screen and the sound muffled, came back in Monday fully repaired and no dust to speak of.
Good luck, sometimes 2 weeks is the wrong expected timeframe. =)

Did you get back an Amoled version?
I have a repair ticket in because my headphone jack (I thought) was flaky. I rebooted a few times and it has been working great since. When I called, I had the CS rep find out if I would get a SLCD or an AMOLED screen back as my exchange. She reported that I would get a SLCD. So I never finished the process in fear of losing my AMOLED screen, which was a huge buying factor.
I figured I use my headphone port rarely vs my screen every time. But again it seems to be working fine now. I would swap them if I knew I would get an AMOLED back.

Ticket Information
Status: Service is complete. Please visit HTC Customer Survey if you would like to take a quick survey regarding your experience contacting HTC.
Service Type: Repair
Issue Description: rebooting - (possibly overheating?)
----------------------
now to wait for it to return to me. who wants to bet nothing was done to it

player911 said:
Did you get back an Amoled version?
I have a repair ticket in because my headphone jack (I thought) was flaky. I rebooted a few times and it has been working great since. When I called, I had the CS rep find out if I would get a SLCD or an AMOLED screen back as my exchange. She reported that I would get a SLCD. So I never finished the process in fear of losing my AMOLED screen, which was a huge buying factor.
I figured I use my headphone port rarely vs my screen every time. But again it seems to be working fine now. I would swap them if I knew I would get an AMOLED back.
Click to expand...
Click to collapse
If your trying to warranty exchange the att unit, then I'm pretty sure you won't get the slcd unit! They stopped manufacturing the att units before manufacturing the slcd units. Anyone who swaps the att unit are only swapping for recycled refurbished att units.

Phone is back and seems fixed. They also locked my bootloader which goes to prove its possible.
Sent from my Nexus One using XDA App

I sent mine in for power button repair on Monday using the prepaid label. they got it yesterday morning and when I checked this morning, the status says its repaired. Hopefully it'll arrive by saturday.

I just got my phone delivered. Exactly 5 business days - mailed it on Monday and arrived today. I'm certain that its my original N1 because I made an inscription before sending it in. The power button is fixed and very responsive. I'm wondering how they are able to lock it. I had rooted my N with Cyanogen 6.1 on it. Gotta start all over again.

Hey, guys after reading this thread I decided to call HTC about my N1's paint peeling issue. I opted for the swap but I'm a little hesitant now because my bootloader's unlocked. Even though the paint chipping is under warranty, the unlocking the bootloader isn't. The lady said that I'll have to pay for any "out of warranty" repairs with my phone. Do you guys think I should go ahead with the swap or ask for them to not do the swap (I can just tell them that I don't want to be charged $529)? or should I even send my N1 in at all? Thanks guys!

I sent in a Nexus One rooted phone that was completely dead. The LED wouldn't even light up when plugged in.
Exactly 1 week later they fixed it, all under warranty.

quarq said:
I sent in a Nexus One rooted phone that was completely dead. The LED wouldn't even light up when plugged in.
Exactly 1 week later they fixed it, all under warranty.
Click to expand...
Click to collapse
Did u do the swap option or did you send in your Zune?

timchoi89 said:
Hey, guys after reading this thread I decided to call HTC about my N1's paint peeling issue. I opted for the swap but I'm a little hesitant now because my bootloader's unlocked. Even though the paint chipping is under warranty, the unlocking the bootloader isn't. The lady said that I'll have to pay for any "out of warranty" repairs with my phone. Do you guys think I should go ahead with the swap or ask for them to not do the swap (I can just tell them that I don't want to be charged $529)? or should I even send my N1 in at all? Thanks guys!
Click to expand...
Click to collapse
Well HTC seems fair with their warranty policy. Never had to deal with them, but from what I read, if the issue is not caused by unlocking the bootloader (and I am almost 100% positive paint chipping did not start by changing the ROM ) they will honor the warranty. Look up all those posts with people with failing power button and an unlocked bootloader, getting it exchanged under warranty.

deprecate said:
Phone is back and seems fixed. They also locked my bootloader which goes to prove its possible.
Sent from my Nexus One using XDA App
Click to expand...
Click to collapse
Are you sure your bootloader is relocked? When I sent mine in for rebooting I got the same phone back... same serial no and imei sticker under the battery, but when I connect to adb it's a different serial number. I'm guessing they swapped out the motherboard but left everything else the same (including amoled screen) which would on turn give you a locked bootloader.

HTC can lock the bootloader again, they can also set your HBOOT to S-OFF, which is probably how they lock it.

How can I tell if I have a AMOLED screen or not? Going to swap with HTC. So I guess I need to know what I'm getting in the mail from them. My nexus one would not make calls or connect to voice or data anymore. Thanks

CentralWARMK said:
How can I tell if I have a AMOLED screen or not? Going to swap with HTC. So I guess I need to know what I'm getting in the mail from them. My nexus one would not make calls or connect to voice or data anymore. Thanks
Click to expand...
Click to collapse
lol, if you don't know what you have, then what do you care what you get back?

I'm glad you got a laugh out of it. At least someone is happy today.
But, yes I would like to know. Do you know?

The only way to tell is with your eyes. In a dark room, bring up a mostly black screen. On an AMOLED it will be black, on SLCD you'll get backlight bleed.

Thanks Rusty It looks like its a AMOLED screen! yee ha HTC was fast on sending a Nexus one on the swap. Only four days since I called.

Question for those who've gotten replacement

I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.

Desynthesis said:
I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.
Click to expand...
Click to collapse
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.

patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
Click to expand...
Click to collapse
Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.

orochidp said:
Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.
Click to expand...
Click to collapse
Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?

patrickk said:
Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?
Click to expand...
Click to collapse
There was someone else's data on the phone, there was no initial setup, there were loose screws, and liquid damage to the screen.
Sold as new, no markings on the device or box marking it as refurbished.

patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
Click to expand...
Click to collapse
Interesting. I spoke with Dell Mobility, and I was told that I would receive a new (not refurbished) phone since I'd asked for a replacement within my initial return period.
We'll see anyway. I'm not really going to push my luck with a second full return and another order--especially since I guess, assuming the worst, you could still get a refurbished unit anyway. I'll just have to inspect the replacement model thoroughly. The rep on Dell Mobility I spoke too also seemed to suggest that, if I wasn't satisfied with it, I could get another replacement, since I'd be within the 1-year-warranty period.
Orochidp, given that you got a phone obviously with someone else's data on it for a new order, it seems like that'd definitely be something to explain to Dell.

The touch screen on mine went out and .comy replacement appears to be brand new. I have had it for 4 days now and it has worked flawlessly. No lockups with WiFi, several app downloads regular email account synchs etc. Crossing my fingers that this new one stays stable!

Sooner or later that DVP you have that you think "works flawlessly" will cringe up and crash. I thought my 16GB dvp was perfect for 2 and a half weeks. That was until I started to download some xbox games from market place over wifi and guess what? CRASH! Not only that, I lost everything- including all the music albums I've synced with zune, any and all pictures ive taken with the phone, and all my downloaded games. I lost practically EVERYTHING after it crashed, auto-hard reset and forced me to the set-up screen as if it was the first time I've turned on the device.
I'm having a hard time trusting the DVP again. I don’t know if I want to go back to it. I am surely returning the device.
You may say, "...but mines perfect!" Yes, but mines was perfect as well... I thought. I trusted it, but it pulled a surprise on me out of no where.
So, what does it take for you to be convinced? A crash + auto-hard reset?
I don't know how else you'll be convinced.

Unfortunately, Lemon, just as we can't know for certain what'll happen with working phones, nor can you know for certain what'll happen.
Don't get me wrong, I wouldn't claim that it's a reliable piece of hardware--then again, given my limited experience with it, I'd be reluctant to talk about it's reliability period. I can certainly say that I'm unhappy with my problems, but I can't make a universal statement concerning everyone. Take Twitter--there are people who are going through multiple replacements, and there are people who are on the same phone they got and couldn't care less (except that they mention it--presumably there are people in both groups who we don't know about).
You don't know for a fact that that person's phone is going to fail anymore than they know for a fact that it won't. You can certainly make a prediction based on your experience, but that's no more immediately accurate than a prediction from someone who thinks their phone won't have any troubles. It's not like the RAM issue, where we can concretely point to something at any given time.
Personally, a hard reset is a minor inconvenience, in part because I demand working wireless sync (hence my attempts to replace the phone). The last laptop I bought from Dell was included in a class-action lawsuit, so as bad as this is, it's nothing by comparison.

I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.

rsacipher said:
I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.
Click to expand...
Click to collapse
Yeah, I had to likewise pester Dell about it--apparently, they were waiting for a shipment of new units before sending me a replacement. Which I guess at least seems to suggest I'll get a new one.

I got a replacement about a week and a half and after closer inspection I believe my replacement is indeed a refurbished device. There are very tiny dents, 2 per side, at almost the exact positions on the top where the metal meets the glass. As though the glass had been replaced. There is also some poor "glueing' and fitment on the back when I slide the front up.
I still have both and just received the waybill to send the original back. Now I am not so sure if I want to send back my new one and keep the refurb. I guess I will call them to verify if it is indeed a refurb.