Database Users

gutted, scratched a faulty hd2 that i planned to send back,

Has anybody had experience removing a screen scratch from their hd2?
i've only had mine for 5 days and its got a massive scratch on the screen, don't even know how it happened, i always keep my phones in a glasses baggy, my iphone is still mint after 18 months but today i was watching some youtube clips on my break and the screen was perfect, then put it on charge at work and when i came back to it it was really badly scratched, not sure if someone decided to have a look at it and dropped it while i wasn't there but needless to say i'm gutted, i was thinking of sending it back to o2 coz it has a few problems, random letters on typing and stuck messages, not sure if they'll accept it back even as faulty with this big scratch, any advice as to what o2 do with faulty phones? do they check them, bin them or fix them? it was bought over the phone btw, will they just write it off and send a new one because of the problems?
please help

I think you will struggle to get it replaced under warranty with a fat scratch, even if it didn't work at all, let alone a few issues that are (apparently) solved by updates.
Do you have any cctv at work? I'd be spitting mad and hunting for the culprit!

there is cctv but not in my department, and lots of people come in and out,
worst case scenario if o2 won't accept it back as faulty they'll just send it back as it is,
and if i'm lucky i'll get a replacement?

just been giving the screen a rub with some t cut and it seems to be helping with most of the scratch, there is just a 5 mm part that is deeper than the rest, do you think that would affect an exchange?

Maybe, you`ve got nothing to lose.....

Gotta be worth a try. Chances are they're only going to flash a new rom and ship it back anyway. Course, if you have insurance it COULD go missing....

insurance is what my work mate said, any recomendations for someone cheap but with full cover?

Just for the record, the random letters on typing and stuck messages thing probably won't be enough to get you a new device. These flaws are all over the place. HTC will tell you the 1.66 rom will solve those problems. And the 'not quite aligned screen' is also a thing that pops up here on a regular basis.
Hope you succeed.

Hello guys, sorry for hijacking this thread, but I have a very similar problem except without the scratched screen. The details are over here:
http://forum.xda-developers.com/showthread.php?t=627374
Basically, I sent it to HTC and it came back much worse than it was when I sent it to them. What can I do now? Send it back to HTC again or would O2 be better? Is there a way I can get a new phone?
Thx.

If you return it to O2, they'll courier out a new one and pick the "faulty" one up at the same time, so you would get a new phone straight away - they did this with my first HD2 which didn't recognise SIM cards.
What they do with the "faulty" one once it's couriered back is anyone's guess. You could be lucky and it just goes in a big faulty pile to be sent back to HTC. I would deny that it was scratched if they phone you up about it, but that's quite naughty.

Awesome, thanks elyl .
My phone isn't scratched in the first place. Hope it works out for the original poster too.

elyl said:
If you return it to O2, they'll courier out a new one and pick the "faulty" one up at the same time, so you would get a new phone straight away - they did this with my first HD2 which didn't recognise SIM cards.
What they do with the "faulty" one once it's couriered back is anyone's guess. You could be lucky and it just goes in a big faulty pile to be sent back to HTC. I would deny that it was scratched if they phone you up about it, but that's quite naughty.
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what department at o2 did you use to get a courier exchange , what did you ask for and what problem did your phone have so that they exchanged it, cheers

sometimes the couriers themselves check out the goods if you are returning faulty handsets that have supposedly have no physical damage. ive had this happen to me a few times with my business units.
i would send it back to O2 anyway... if you have only had the handset for five days, explain that the screen is not "perfect". Its all about how you word it on the return form. Put down your other issues also.
This way when the courier turns up with your new handset and checks the goods and the return form (IF he has one) he will have no choice but to oblige.

stemoneymonkey said:
Has anybody had experience removing a screen scratch from their hd2?
i've only had mine for 5 days and its got a massive scratch on the screen, don't even know how it happened, i always keep my phones in a glasses baggy, my iphone is still mint after 18 months but today i was watching some youtube clips on my break and the screen was perfect, then put it on charge at work and when i came back to it it was really badly scratched, not sure if someone decided to have a look at it and dropped it while i wasn't there but needless to say i'm gutted, i was thinking of sending it back to o2 coz it has a few problems, random letters on typing and stuck messages, not sure if they'll accept it back even as faulty with this big scratch, any advice as to what o2 do with faulty phones? do they check them, bin them or fix them? it was bought over the phone btw, will they just write it off and send a new one because of the problems?
please help
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Before I divulge this story I don't endorse this sort of thing.
My mate got the HD2 on an upgrade through O2, he sat on it within 24hrs and got a smudge on the screen, called them up and claimed there was a fault with the screen; which they then sent a brand new replacement. This promptly arrived and then by shear idiocy he managed to put it the through the washing machine the next day!
The device turns on but the back light has shorted, so you can see the GUI but only under strong light and it is basically unreadable. He will get insurance via O2 then claim next month saying he lost it. However the insurance does cost 10 pound a month; but still cheaper than 500...

azahoth said:
Before I divulge this story I don't endorse this sort of thing.
My mate got the HD2 on an upgrade through O2, he sat on it within 24hrs and got a smudge on the screen, called them up and claimed there was a fault with the screen; which they then sent a brand new replacement. This promptly arrived and then by shear idiocy he managed to put it the through the washing machine the next day!
The device turns on but the back light has shorted, so you can see the GUI but only under strong light and it is basically unreadable. He will get insurance via O2 then claim next month saying he lost it. However the insurance does cost 10 pound a month; but still cheaper than 500...
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hmmmmm....
shady
but lol

Am I the only one who finds the people who break their phones and then try to weasel their way into a new, free handset annoying as hell?
My local HTC center used to offer courier exhanges for all HTC products, but not anymore. I called 'em up the other day to get my phone exchanged and they told me they no longer do it because people were abusing the service.

novaci said:
Am I the only one who finds the people who break their phones and then try to weasel their way into a new, free handset annoying as hell?
My local HTC center used to offer courier exhanges for all HTC products, but not anymore. I called 'em up the other day to get my phone exchanged and they told me they no longer do it because people were abusing the service.
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no... you are not the only one who finds unscrupulous antics extremely irritating.
however,... some of the stories i hear are so ridiculous that all you can do is laugh.

the irony of it is, that when i ordered the phone it went through ok and the money came off my card, then i got a text a few hours after the order, saying they were out of stock, i rang a few days later to see when they expected fresh stock and the girl i spoke to re ordered it for me, 2 days later 2 phones arrived at my house delivered as one shipment, i could have sold one phone but being honest i rang o2 and explained they'd made a mistake, i sent one phone back the next morning,
my phone also has the landscape/portrait problems in internet explorer and calender apps, where if i open in portrait and switch to landscape the screen flicks back and forth fast until i pull the battery, i planned to send it for an exchange anyway as my mate who has one at work has none of my phones problems, its just my luck it got scratched

the hero is defective, i have proof!

i know how the dust in getting in our phones, there is a defective seal between the body & the lcd. how do i have proof? i went to install a screen protector today and the solution leaked underneath the lcd and leaves staining and a fog. i had to put my hero in a bag of dry rice to preserve & dry it. no other phone i have had, had this issue when installing a screen protector, im only using a small amount of water spray too, not a ton.

nebenezer said:
I hope you got pictures, and then called your lawyer!!
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come on man, im serious here, this is an issue that htc should of fixed. they wouldn't sell those screen protectors to damage your phone. i only used a very small amount of the spray they provide, you have to use the credit card to squeeze the bubbles out.

fixxxer2008 said:
come on man, im serious here, this is an issue that htc should of fixed. they wouldn't sell those screen protectors to damage your phone.
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I actually agree, for some reason I am just unable to pass up an opportunity to give you $h1t
Fortunately I have been one of the lucky few who have no dust under my screen and my call/end button paint shows no wear at all. My hero looks as new today as it did on 3/12/2009 when I got it.
I was serious though about getting photographic documentation, not sure what you would do with it but if you ad an opportunity to tell someone who could do something about it you would be glad you took the pics (ie, emailing someone at htc or sprint, or even proving the defect to customer service in order to get a replacement)
*edit- You bought the screen protector from HTC? I put a full zagg shield on mine a couple months ago and was very paranoid about the solution getting down in the crack between the bottom of the screen and the button plate but I was lucky, no problems.

nebenezer said:
I actually agree, for some reason I am just unable to pass up an opportunity to give you $h1t
Fortunately I have been one of the lucky few who have no dust under my screen and my call/end button paint shows no wear at all. My hero looks as new today as it did on 3/12/2009 when I got it.
I was serious though about getting photographic documentation, not sure what you would do with it but if you ad an opportunity to tell someone who could do something about it you would be glad you took the pics (ie, emailing someone at htc or sprint, or even proving the defect to customer service in order to get a replacement)
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i may give sprint a call tonight, just upsets me is all. i love the phone but damn i didn't need this today. come to think of it, i may give htc a ring, im sure they must be aware of this, maybe i can get a new phone from them?

fixxxer2008 said:
i may give sprint a call tonight, just upsets me is all. i love the phone but damn i didn't need this today.
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dude, I think you need some perspective. You have insurance, right? Forget the deductible, if you go in and use the correct words in the correct order you can easily walk out with a brand new phone... just saying.

nebenezer said:
dude, I think you need some perspective. You have insurance, right? Forget the deductible, if you go in and use the correct words in the correct order you can easily walk out with a brand new phone... just saying.
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probably, yes.... i just checked the phone and the fog is gone but there is a highly noticeable water stain under the lcd at the top left corner of the phone. im trying to dry it out as we speak. too late to go to sprint today but i may call them and htc to see what they are willing to do. i assume the invisible shields do not void your warranty at all since some sprint stores & best buy carry them?

fixxxer2008 said:
probably, yes.... i just checked the phone and the fog is gone but there is a highly noticeable water stain under the lcd at the top left corner of the phone. im trying to dry it out as we speak. too late to go to sprint today but i may call them and htc to see what they are willing to do. i assume the invisible shields do not void your warranty at all since some sprint stores & best buy carry them?
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The experience you had today will in no way void your warranty unless you let it. You are the customer, be a customer who's business they want to keep and they will bend over backwards to help you, I have proven this theory many times

ebaDamagePlan said:
should have*
or
should've*
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ok, it should of been fixed the minute they knew about the dust getting under there. i think i have proof of a defective seal, when a small amount of spray causes staining & fog underneath. i just called htc and their warranty department is closed, figures!

fixxxer2008 said:
probably, yes.... i just checked the phone and the fog is gone but there is a highly noticeable water stain under the lcd at the top left corner of the phone. im trying to dry it out as we speak. too late to go to sprint today but i may call them and htc to see what they are willing to do. i assume the invisible shields do not void your warranty at all since some sprint stores & best buy carry them?
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Eh...good luck. You've got water underneath your screen via a third party screen protective solution.
The liquid wouldnt have entered your screen had you not administered it. Water can creep through even the smallest of openings.
I highly doubt things are going to work in your favor if you enter a Sprint store. I'm not aware of any corporate Sprint location that advocates a screen solution that requires even the smallest amount of liquid since liquid damage is something that must be handled by the insurance company, Asurion, that many wireless providers work through.
Its worth a shot. Just dont be completely disappointed if the Sprint store doesnt respond in your favor.

Quis89 said:
Eh...good luck. You've got water underneath your screen via a third party screen protective solution.
The liquid wouldnt have entered your screen had you not administered it. Water can creep through even the smallest of openings.
I highly doubt things are going to work in your favor if you enter a Sprint store. I'm not aware of any corporate Sprint location that advocates a screen solution that requires even the smallest amount of liquid since liquid damage is something that must be handled by the insurance company, Asurion, that many wireless providers work through.
Its worth a shot. Just dont be completely disappointed if the Sprint store doesnt respond in your favor.
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Sprint stores as well as Best Buy both install screen protectors, so I doubt that would be an issue.

Umm...not to be rude here, but that's been a known issue for a while. It's not new. Anyone who's had the dust issue (myself included) has known about the seal under the screen leaking.
Yes it's defective. If you put up enough of a fuss they'll replace it with a refurb which will likely have the same problem.
I'm one of the lucky ones. I bought mine at best buy, got it replaced, and haven't had the problem since. It appears HTC had a bad batch (well a lot of them, really) for about 6-8 months. They fixed the problem after that, but the good ones are mixed in with the old ones. It's a crapshoot as to whether you'll get one without a dust problem.

I always get screen protectors that have built in sticky solution. never had the dust problem either.
Sent from my HERO200 using the XDA mobile application powered by Tapatalk

wcgbmd said:
I'll just put it like this, its not that I don't believe people are having these issues its just that they are exaggerating it completely out of proportion.
I have a Htc Hero(With Google) made in 2009, came with the 1.56 RUU Installed. I have 1 (READ 1) dead pixel on my entire screen, the case has no paint chips, no dust under the screen, buttons show no wear(its not paint...), my speakers work and sound great, I get a full signal in 90% of places, Calls never drop, hardware is fast if you know what your doing and tweak it, you can run 2.1 perfectly if you know what your doing, no battery issues whatsoever.
So yeah... a dead pixel... I'm completely returning my hero to Sprint for that. (not)
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I also have a dead pixel. And I'm not returning it for that reason, either.
But I feel I need to set you straight on a few issues.
#1. The dust issue is real. While I personally didn't wait until I had half my screen covered with it to replace it, I've seen pics (here I believe) where the phone is virtually unusable due to the dust. I had a small amount of dust. But why shouldn't I return it? Why should I spend a bunch of money on a defective piece of hardware? If it's not properly functioning when brand new I'm returning it. Which is what I did, and lucked out.
#2. Button wear. I've never had this problem (only had the phone a couple of months) but my wife has. Whether it's paint, or dye, or what have you, those things can and do flake. There are also images of it on these forums if you search for them.
#3. Never had a speaker problem.
#4. You seem to be extremely fortunate about where you live/drive/work then. Because signal issues happen if you do any travelling.
#5. I don't get people with battery problems either. I have the stock battery and can go all day (12-14 hours) and use 50% or less of the battery.
Anyhow, I doubt the people that are having the issues you mention are exaggerating, and at least in the case of the flaking buttons and dust I know from experience they're as bad as people make it out to be.

chfields said:
Sprint stores as well as Best Buy both install screen protectors, so I doubt that would be an issue.
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exactly, plus they sell them as well. it wouldn't void my warranty under water damage because the water indicator sticker is intact and there are no signs of water damage. i doubt a small amount of solution would seep under the screen unless it was defective. im about to call sprint and demand a brand new hero or a samsung moment as im on my 3rd phone now. besides the fact the 3rd phone they sent me was suppose to be new and it's a refurb with over 700 calls made from it. im really about to not buy htc or sprint anymore and maybe move to another carrier.

chfields said:
Sprint stores as well as Best Buy both install screen protectors, so I doubt that would be an issue.
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I'm not aware of any corporate Sprint Store that would install a screen protector that uses any form of a liquid. The screen protectors that Sprint stores sell are a stick film. Nothing that requires liquid to apply.
Best Buy stores do sell and install these...but you're not going to Best Buy for a replacement unit generally. I'm sure they'll turn you away.

well forget sprint, they said the most that will happen is to give me another refurbish, they need to all be on the same page. some say you get new phones and some say they give you used ones. after 3 phones im entitled to a new one or another comparable model. so i guess my last hope is to call htc on monday, after that im dropping my contract and going to t-mobile or verizon. maybe the issue is they give people used phones and not new ones, they need to start backing up their warranties because it seems to me they are just cheap as hell.

fixxxer2008 said:
yeah but it's a legit complaint, im not just ranting. the dust & seal issue are known issues on the net. to me sprint just doesn't care about their customers. every one of their workers give you different answers, no one is on the same page.
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Had the phone since day -2 and have yet to have one speck of dust under the screen yet. And mines the without google branding. You probably just need to stop whining or stop messing up YOUR phone =P

fixxxer2008 said:
exactly, plus they sell them as well. it wouldn't void my warranty under water damage because the water indicator sticker is intact and there are no signs of water damage. i doubt a small amount of solution would seep under the screen unless it was defective. im about to call sprint and demand a brand new hero or a samsung moment as im on my 3rd phone now. besides the fact the 3rd phone they sent me was suppose to be new and it's a refurb with over 700 calls made from it. im really about to not buy htc or sprint anymore and maybe move to another carrier.
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Who said you were entitled to a "New" Hero? Did you get it through insurance? If not, then you're not entitled to a "New" Hero.

VinceOB said:
Who said you were entitled to a "New" Hero? Did you get it through insurance? If not, then you're not entitled to a "New" Hero.
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all replacements were done through sprint and my 2nd one was a brand new phone. the tech told me last week that if my 3rd one acts up im entitled to a another compatible phone model such as the moment. now they are telling me something different. to me the $7 insurance i pay for every month is apparently worthless.

fixxxer2008 said:
all replacements were done through sprint and my 2nd one was a brand new phone. the tech told me last week that if my 3rd one acts up im entitled to a another compatible phone model such as the moment. now they are telling me something different. to me the $7 insurance i pay for every month is apparently worthless.
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Yep the 3 phones for virtually nothing compared to how much you would of had to pay.
Why do we even bother with the $7?

Having Evo Issues? Sprint will exchange!!

This may have been discussed before but I just wanted to inform you guys on my experience.
So I purchased my EVO 6/16 and I absolutely loved it!! At first glance it was everything I expected an more. I looked a little closer at the device and I noticed quite a bit of things
1) Screen was not properly seated
2) Battery life was somewhat suspect (even with NO task manager and NO syncing)
3) a bit jittery when swiping from one screen to another (compared to that of replacement and my Nexus One)
4) Random buttons seemed to have been activated when pressing the power button (mostly the camera button)
5) Screen responsiveness was a bit off
So the above issues were just a few I noticed from my OLD EVO. Now this may be somewhat of an "Placebo Effect" of getting a new Evo. The phone they gave me today feels a bit different. Both phones has the Build (003) I jotted down all of the numbers I could and nothing seems different as far as build is concerned, however we all know quality control in different batches can vary from time to time but not by much (or at least shouldn't)
REVIEW OF EVO I RECEIVED 6/22 FROM SPRINT:
I went to the Sprint store on Monday 6/21, to exchange my OLD Evo because I was a lil disappointed with the above issues they inspected the device and said you are right the screen is not seated correctly. Of course the screen responsiveness worked perfectly for the rep lol. The manager came out and said he'd put me on the waiting list and I'd receive a new one as soon as they came in. I got a call less then 24-hrs later stating they had some in. So of course I jumped for joy dropped my son off at daycare and went to the sprint store to grab another Evo. It took about an hr because of the amount of people up there. I handed over my old Evo and got a new Evo. I asked to hold both in my hand because I read somewhere were a sprint rep tried to act like he exchanged a phone and changed all the stickers inside to make it seem like it was a new phone. So after I looked carefully at the numbers I had written down I held both in my hand and compared the screens. Rubbing my fingers on both screens on the left hand corner and side. As to no ones surprise what do you think happened!! DUH, the damn screen was coming up and the manager says, "WHAT THE HELL". So of course I get the new Evo and I get a brand new charger and kept my old one for my troubles per Manager.
So while keeping the above issues in mind, the new devices is showing absolutely NO light leakage and when I say NONE I mean NONE! No left corner. NO leakage above the 4 soft buttons, no nothing! Phone seems very responsive to every touch where you barely have to tap the button and it'll activate. This may be caused by the screen being properly seated unlike the previous one I had. Battery is still suspect however that is something I am willing to live with because I know what the phone can do and what it takes to perform those task. If anyone has any additional questions please PM me or ask here.
I know this is pretty lengthy but I really need to start giving back to XDA because, indirectly, you guys have done so much for me.

There all different
I called the Sprint store where I bought my phone, just a moment ago, and told them about how my screen is also starting to come up, you can see light around the edges of the phone, as if the screen is comming up and letting light out. not only that but even when I turn the phone off, and its real dark, I can see light underneath the soft keys, NOTHING IS TURNED ON THERE SHOULD BE NO LIGHT ON WHEN THE PHONE IS OFF!!! ya, kinda had to get that through to someone. anyway he told me to call a "repair" center, (which hes an idiot for telling me this) and that theyd have to "Diagnose it" - Or, "Look at it all bug eyed and say, HMMM.. a couple times, or Yup..." and tell me I need to replace it. Or what also might suck, is I dropped it a few days ago, from like 2 feet, didn't throw it, slam it, it was just a light drop. So there are a few chips around the edges of the phone, wounder if theyll try to tell me thats why its happening, even though it was doing this 3 days after I bought it. June 5th, so anyways I ended up calling the repair store before truckin over there, and they told me "No, you take it back to where you bought it, You dont want it repaired you want it Exchanged!
Hmmm.... Interesting, I could have sworn I told the other dude that! I know nothing Great Sprint Masta! So anyway they told me theyd have a shipment in tomorrow, and that No, I cannot get on a list nor could they "order" me one. Wounder if theyll be there tomorrow.

BAleR said:
I called the Sprint store where I bought my phone, just a moment ago, and told them about how my screen is also starting to come up, you can see light around the edges of the phone, as if the screen is comming up and letting light out. not only that but even when I turn the phone off, and its real dark, I can see light underneath the soft keys, NOTHING IS TURNED ON THERE SHOULD BE NO LIGHT ON WHEN THE PHONE IS OFF!!! ya, kinda had to get that through to someone. anyway he told me to call a "repair" center, (which hes an idiot for telling me this) and that theyd have to "Diagnose it" - Or, "Look at it all bug eyed and say, HMMM.. a couple times, or Yup..." and tell me I need to replace it. Or what also might suck, is I dropped it a few days ago, from like 2 feet, didn't throw it, slam it, it was just a light drop. So there are a few chips around the edges of the phone, wounder if theyll try to tell me thats why its happening, even though it was doing this 3 days after I bought it. June 5th, so anyways I ended up calling the repair store before truckin over there, and they told me "No, you take it back to where you bought it, You dont want it repaired you want it Exchanged!
Hmmm.... Interesting, I could have sworn I told the other dude that! I know nothing Great Sprint Masta! So anyway they told me theyd have a shipment in tomorrow, and that No, I cannot get on a list nor could they "order" me one. Wounder if theyll be there tomorrow.
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Wow that is very disappointing my man. I really hope it works out for you. The scratch should not be an issue. Are you a new customer or a existing customer?

BAleR said:
I called the Sprint store where I bought my phone, just a moment ago, and told them about how my screen is also starting to come up, you can see light around the edges of the phone, as if the screen is comming up and letting light out. not only that but even when I turn the phone off, and its real dark, I can see light underneath the soft keys, NOTHING IS TURNED ON THERE SHOULD BE NO LIGHT ON WHEN THE PHONE IS OFF!!! ya, kinda had to get that through to someone. anyway he told me to call a "repair" center, (which hes an idiot for telling me this) and that theyd have to "Diagnose it" - Or, "Look at it all bug eyed and say, HMMM.. a couple times, or Yup..." and tell me I need to replace it. Or what also might suck, is I dropped it a few days ago, from like 2 feet, didn't throw it, slam it, it was just a light drop. So there are a few chips around the edges of the phone, wounder if theyll try to tell me thats why its happening, even though it was doing this 3 days after I bought it. June 5th, so anyways I ended up calling the repair store before truckin over there, and they told me "No, you take it back to where you bought it, You dont want it repaired you want it Exchanged!
Hmmm.... Interesting, I could have sworn I told the other dude that! I know nothing Great Sprint Masta! So anyway they told me theyd have a shipment in tomorrow, and that No, I cannot get on a list nor could they "order" me one. Wounder if theyll be there tomorrow.
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Complete BS. I can tell you from experience that the Sprint employees at the stores know pretty much nothing about anything.
Call Sprint's hotline directly and explain your situation. They should be able to order one for you and have it shipped directly to your address. That's how I got my EVO in the first place. When every store was sold out and it was no longer available online, all I had to do was call in and they ordered it and sent it out next day.

sfox8 said:
Complete BS. I can tell you from experience that the Sprint employees at the stores know pretty much nothing about anything.
Call Sprint's hotline directly and explain your situation. They should be able to order one for you and have it shipped directly to your address. That's how I got my EVO in the first place. When every store was sold out and it was no longer available online, all I had to do was call in and they ordered it and sent it out next day.
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Yeah that is certainly a step you can take. If the store is unable to assist thats just more fuel to take with you when you call Sprint and let them know how you were treated in the store. Bet you'll have a new Evo by Friday lol.

talentedtenth said:
Wow that is very disappointing my man. I really hope it works out for you. The scratch should not be an issue. Are you a new customer or a existing customer?
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I am new yes.

sfox8 said:
Complete BS. I can tell you from experience that the Sprint employees at the stores know pretty much nothing about anything.
Call Sprint's hotline directly and explain your situation. They should be able to order one for you and have it shipped directly to your address. That's how I got my EVO in the first place. When every store was sold out and it was no longer available online, all I had to do was call in and they ordered it and sent it out next day.
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I did call the hotline, I dialed *2 and talked to a fella and he told me the same, just take it up to the one that I bought it at and have them exchange it. I guess they play favorites.
Ya, I called em again, they told me all I can do is have them hold one, IF they have any, I think I'm just talkin to the wrong people about this. thanks for the input.

I bought mine from Radio Shack.
Do I need to deal with them to try to exchange mine, or can/should I just take it to a Sprint store directly and see if they will exchange it there?
Also, I've heard/read that HTC has pulled all the EVO's and is "fixing" the assembly line and expects to have "fixed" units available soon.
Assuming this is true (yes, I know), do you think they will replace the "defective" units after the 30 days, based on the 1 yr mfr warranty?
Or do I need to push for a replacement before July 3?

?????
okay heres what im understanding so far, sprint will replace/exchange my evo if it has light leakage or/and glass separation? please correct me if im wrong, so when i go to my local sprint store i wont look like a fool

JustinChase said:
I bought mine from Radio Shack.
Do I need to deal with them to try to exchange mine, or can/should I just take it to a Sprint store directly and see if they will exchange it there?
Also, I've heard/read that HTC has pulled all the EVO's and is "fixing" the assembly line and expects to have "fixed" units available soon.
Assuming this is true (yes, I know), do you think they will replace the "defective" units after the 30 days, based on the 1 yr mfr warranty?
Or do I need to push for a replacement before July 3?
Click to expand...
Click to collapse
+1... Im in the same boat.

Sprint online order center told me that for the glass separation n light leaking I should get a replacement from sprint dot com (being the place I got my phone from) n that going to a local repair store would only mean I get a refurbished evo the rep said "if you paid for anew device n its defective you should naturally want a new replacement not a refurbished unit" so I agreed the phone is still out of stock at sprint dot com n as soon as it goes in stock I was told to call them n demand my new replacement. Further more the rep said even if I go past my 30 day limit n the device is still not in stock that I will not pl pay for anything because it was defective to begin with.

I went to a sprint repair center and the guy told me it is a normal thing for the phone to have a light leak and that the glass was normal. He said he has a Evo too and his is doing the same thing. I showed him how my glass is up and does not have an edge like the other side of the phone and he said that the phone is fine... WHAT THE HECK... no it isn't! It has lifted some since I bought it.

All 3 of ours are having the glass problem and mine has a half blown speaker. Sprint said to take it into a corp store so they could put a note on the account, so I did, but sprint.com is still out so I can't replace them.
Another week and a half and I'll be getting close to the 30 day mark. I hope I get some working ones by then!

I know it is not normal for the phone to be glowing in the dark...

JustinChase said:
I bought mine from Radio Shack.
Do I need to deal with them to try to exchange mine, or can/should I just take it to a Sprint store directly and see if they will exchange it there?
Also, I've heard/read that HTC has pulled all the EVO's and is "fixing" the assembly line and expects to have "fixed" units available soon.
Assuming this is true (yes, I know), do you think they will replace the "defective" units after the 30 days, based on the 1 yr mfr warranty?
Or do I need to push for a replacement before July 3?
Click to expand...
Click to collapse
+1 I'm also in the same boat..

Coming from having 2 faulty Heros and having to deal with CS, your best bet is to use *2. Lately Sprint's CS has been amazing after horrible reviews. Let them know your problem and they will take care of it. I have had 2 different options. Either have Sprint overnight me a replacement phone. Or have them note my account and I go to the local Sprint store to have it replaced. Both have worked flawlessly.

talentedtenth said:
Wow that is very disappointing my man. I really hope it works out for you. The scratch should not be an issue. Are you a new customer or a existing customer?
Click to expand...
Click to collapse
Oh good I was worried about this. I am having the light leakage issues and want an exchange, and of course like every other owner I have dropped mine already lol.
Luckily I got mine at a Wal-Mart in the boondocks where they have a full stock still so no inventory issues there haha

BAleR said:
I know it is not normal for the phone to be glowing in the dark...
Click to expand...
Click to collapse
I had the same problem with glowing in the dark with the Navigation keys being dimly lit.
After some reaserch, It appears I have a REV 0002 Hardware. I have replaced with a REV 0003 hardware and the problem is GONE......

BAleR said:
I am new yes.
Click to expand...
Click to collapse
Once you go into the store and speak with a manager politely ask him when your 30 day satisfaction guarentee started. Its unfortunate that you have to mention it but I am sure once he see that you are still within your trial that will light some fire under his a$$. Not only will he think he'll lose a new client but a new client that bought an EVO. Should work...

i'm not sure if i want to wait for the software patch for the screen since some people aren't having the issue. It won't fix the screen lifting issue anyway. Mine is very slightly raised at the bottom barely noticable but i'm woried that it will get worse over time.
I also purchased mine at Radio Shack and am wondering if I need to exchange it there or go to a sprint store.

Dead/Black Stuck Pixel

Hello,
I recently bought a Desire HD, because my Hero's screen got unresponsive, because of a hardware fault of the screen.
I had a real nightmare with my Hero with the repair center. I had to send it 3 times to them in order to actually accept the problems and to partly fix it. About 2 months after I got it back from this almost 2 months horror the screen became unresponsive and I had to ditch my beloved Hero.
I decided to give HTC one more chance and bought a Desire HD and I was really happy with the device until yesterday when I found out that I have a dead/black pixel on the upper left side (left side of the HTC weather and time widget).
I already tried JScreenFix and another app from the market to fix it and had my phone running on it for more than an hour. But unfortunately this didn't fix anything.
I really like this phone and I decided not to get a Samsung Nexus S. But now I have to say that I am more than disappointed that I didn't.
I called my dealer and he said that he can only exchange the device within 7 days of purchase and that I have to send it to the repair center. I'm so frustrated right now that I am really playing with the idea of selling my Desire HD and get any other phone except an HTC.
If someone can help me, I would be more than happy, because I don't know what I can do anymore.
Thank you in advance!
Cheers!

Best way to remove dead pixels (this might be difficult due to the uni body design) is to take apart the phone leaving the SLCD bare and lightly (I normally use a cotton bud to avoid finger prints and avoid excess pressure) massage the effected area.
Attempt this when powered off first, if that unsuccessful do so when powered on (Boot cycle if necessary).
-Source:
Works in the laptop repair industry.
wikihow.com/Fix-a-Stuck-Pixel-on-an-LCD-Monitor

Most phones have a zero dead pixel warranty just check htcs policy on dead pixels then rma it you should receive a new unit
Alternatively if HTC do have a zero dead pixel policy then kick up a stink to the store manager that according to HTC the manufacturer its faulty and unfit for sale. Complain enough you will be surprised what happens
Sent from my Desire HD using XDA App

Ok, thanks for the swift response.
If I take the phone apart I'll lose my warranty right?
I purchased the phone on 07.12.2010 and I never took any of those apart.
To be honest I'm a bit afraid I might screw up ending with a broken/inoperable device.
Do I also need any special tools to do that? And if yes how much do I have to pay for those?
I really don't want to sell my Desire HD so I am open for any suggestions.
Thanks.
P.S.: What do you think of those pixel repair programs on the market? Are they actually working at all?
Edit: Thanks for the hint, I'll check out their policy asap. I already called my dealer and wait for his call back. I will definitely "kick his ass" when he tries to bulls*it me. Thanks!

I have a dead/stick pixel too. I got it quite a while back and i even made a thread about it here. It was a real annoyance for me but now i just learned to live with it. Mine is right at the bottom center of the screen. I really don't have the patience to send it back to england for repair, and i don't have any confidence in taking it apart so i'll just have to live with it :/
I also tried that Jscreenfix app as well and it did nothing. I really doubt the success rate of those type of apps because my laptop has a dead/stuck pixel too and running a program like jscreenfix did nothing on my laptop either.

Yeah, I've read your topic and I tried to live with it too, but my device is like brand new and I paid a lot of money for it so I see no argument for accepting a faulty part tbh. I didn't buy it from a carrier it's unlocked and has no branding at all.
It's like my company/boss pays me for 1 day less a month just because his pc was broken on that day.
I also don't have any patience at all with the european service center anymore. The experience I made with my Hero was so horrible you can't imagine. I don't wish this even to my worst foe.
I also doubt the success of those apps, but I gave it a try so I can't say that I didn't try as much as possible.

i was just like you dude. bought it unlocked sim free no carrier, and only a few days after owning it the problem showed up. Its a real shame that LCD's suffer from this type of fault.

Yeah and I just called HTC to find out what their policy is, but the guy on the hotline told me that I got blablabla days where I can exchange it and after it I have to send it in for repair.
I'm so pissed now that I'm going to literally kill my dealer on the phone when he calls me back.

Glad I could help and thanks for the "Thank".
Unfortunately the Desire HD is a troublesome device to take apart and I wouldn't recommend doing so unless you have a through understanding of electronics and Uni-body casing, if you do plan on going ahead then your best bet would be to look at this:
http://www.htcphones.net/htc-evo-4g-teardown/
this is an similar phone to the Desire HD that uses a similar layout but different components, a full Desire HD tear down from a reputable website isn't available at this moment.
Depending on the warranty of your device then it may breach the warranty.
The best way to check if it breaches your warranty is to ask the manufacturer about the "conditions of the warranty" or not to break any Warranty Stickers.
As for returning the product, you probably have a better chance in saying the phone doesn't meet the aspect of quality you though it would, your more likely to get a return that way because the dealer isn't taking back a faulty product (Its unlikely they will check the product).

Sigh, I got 2 stuck pixels too... One is at the top left corner (red) and another in the middle region (blue)... Just bought for less than 7 days and they are already there... Stupid HTC policy of more than 3 closely pixel sh*t doesn't help at all... I had been using so many HTC phones and it seems that only DHD gave me stuck pixels... What is wrong with their QC? Damn it... Well, i gave up looking at it and learn to live with it... The only thing that is keeping me with HTC is due to Android + 4.3"... There isn't any other phones providing such luxury... its really pathetic...

LittleMerc said:
Sigh, I got 2 stuck pixels too... One is at the top left corner (red) and another in the middle region (blue)... Just bought for less than 7 days and they are already there... Stupid HTC policy of more than 3 closely pixel sh*t doesn't help at all... I had been using so many HTC phones and it seems that only DHD gave me stuck pixels... What is wrong with their QC? Damn it... Well, i gave up looking at it and learn to live with it... The only thing that is keeping me with HTC is due to Android + 4.3"... There isn't any other phones providing such luxury... its really pathetic...
Click to expand...
Click to collapse
If you bought it over the phone or online and are in the UK then you can return it within 7 days for a refund if it is faulty or not. Distance selling rules cover this option.
As for stuck pixels my understanding is that HTC policy is "any three pixels" or "any two joined pixels".

When buying a phone, we often skip the step by step test because we are too eager for the phone that we expect long. Examine the steps necessary minimum:
* LCD Screen
- You for startup phone, startup screen is white color. You look at the different angles to see what is not normal ?
- When the phone was running, you turn on the camera application. You use hand lens cover>>> screen is black. You can observe different colored pixels that do not? if it occurs, it is dead pixels
*Speakers and external speakers (Make a call, listening to music at a volume level to maximum)
*Wireless connections and to try a few sites....
*Squeeze the cover slightly to see if sure?
*..................
Hopefully my experience was helpful for you and sorry for my poor English

Get insurance put up with it for a while and drop it in the sink. Get new one. Your bound to break it at some point in the future.
Sent from my Desire HD using XDA App

I also have one dead pixel mid-right colored green. When I first got it i checked well and it was not there. After a few days it is there.
I bought mine during my business trip to Hong Kong. I went to the shop and asked my dealer to change vthe unit but they said there should be at least four dead pixels in order to change within 7 days. Also they told me to call the htc office but it was weekend and i will be leaving HK on the folllowing monday. so I had no chance but to live with it. I will send an email to Htc to check what they will say.

Guys,
Sorry to sound obvious but have you tried the jscreenfix app (there is an Android version in the market) or similar in order to make sure the pixels are actually dead and not simply stuck? If they are stuck this should repair it. I ran their software via my PS3 after picking up a couple of stuck pixels on my LCD TV and it worked wonders.
Not promising anything but it must be worth ago before resorting to taking it apart/ sending it back. From the comments you do have to let it run a while and maybe on a few occasions, however it should certainly help with coloured pixels (ie green)

To add my 2 cents, when ever i have some kind of issue, i will always make it over the top and add some juicy details when calling any company. For example i will say that my screen starts to loose colors after being on for more then an hour. I know it's not good in a sense, but when something costs 500+ euro, it should work fine for more then few month. In 10 or so years, my stuff was always replaced with a brand new one.
Regards.

Tezray said:
Get insurance put up with it for a while and drop it in the sink. Get new one. Your bound to break it at some point in the future.
Sent from my Desire HD using XDA App
Click to expand...
Click to collapse
This is insurance fraud, its illegal, classed as theft and is causing insurance premiums to raise for the hardworking Joe who legitimately pays for his insurance.
Lankius Maximus said:
Guys,
Sorry to sound obvious but have you tried the jscreenfix app (there is an Android version in the market) or similar in order to make sure the pixels are actually dead and not simply stuck? If they are stuck this should repair it. I ran their software via my PS3 after picking up a couple of stuck pixels on my LCD TV and it worked wonders.
Not promising anything but it must be worth ago before resorting to taking it apart/ sending it back. From the comments you do have to let it run a while and maybe on a few occasions, however it should certainly help with coloured pixels (ie green)
Click to expand...
Click to collapse
Glad to hear jscreenfix helped your problem but...
DaMastachief said:
I already tried JScreenFix and another app from the market to fix it and had my phone running on it for more than an hour. But unfortunately this didn't fix anything.
Click to expand...
Click to collapse

Hello Folks,
sorry for not being able to answer quicker, but I came back late from work and couldn't access the site due to overload until now.
My dealer called me back and I explained everything to him and also told him that I won't send it in for repair again as I had a nightmare with him already with my Hero. He spoke to his boss, called me back and told me that they will make an exemption and change my phone. I am getting a brand new one, I am really excited and very happy and satisfied.
On the other hand I hope that this pixel issue won't happen again.
Lucky me I always keep everything in the package and take care about my gadgets very nicely. I already did a reset, cleaned it and put everything in order into the package like I got it.
I also don't do any insurance fraud and I am also exaggerating on the phone, but tbh honest guys: You can say whatever you want and try whatever is possible, but those guys at the HTC hotline don't give jack **** about your problems. Their answer is always the same and their flexibility in terms of problem solving is literally zero.
About that JScreenFix, I think it might work with stuck/coloured pixels. But dead black pixels can't be repaired with it. The program seems to cycle and cycle through all colours and tries to somehow calibrate the screen/pixels again. But dead pixels seem to be dead. At least that's what I can say about trying it and another application from the market.
But I will definitely check my phone very closely tomorrow upon receipt and will also do this in the future, because it takes like 1% of the time I need compared to waiting in line at any hotline.
Thanks again for all the hints and also for the link how to take it apart. Tbh I got a bit too much respect to do this and also because my phone is 14 days old and got 11,5 months warranty.
Wish me luck that the new one will be flawless and without any problems.
Cheers!

After reading this thread I decided to look and found one , it is purple so does that mean Jscreenfix should hopefully work?

Jscreenfix is absolutely bullsh*t in my opinion. Mine is definitely 2 stuck pixels as they are coloured red and blue, not black... But running it for more than an hour and not helping really makes my hopes dashed...

[Q] Screen/digitizer ungluing

Bottom left corner of my screen appears to be coming off. The corner is unglued and when you press you can see it moving. At the left side of the screen it also looks like light from outside is bleeding in between the LCD and the digitizer.
Has anyone had any problems with this? I'd take the phone apart and fix it, but if something goes wrong, I don't have the budget to get it repaired or get another phone all suggestions are welcome.

I had this exact same problem, I took it for warranty repairs, they replaced the digitzer, but the new one also seems to be a bit lose in the middle part of the phone, as when I press it it moves very slightly, send it back a second time, they said it was normal, and only if it came of like the first time (the right corner) then i should send it gain to them. The guys form the shop (a very big shop in Romania) said it was a known issue.
robogo1982 said:
Bottom left corner of my screen appears to be coming off. The corner is unglued and when you press you can see it moving. At the left side of the screen it also looks like light from outside is bleeding in between the LCD and the digitizer.
Has anyone had any problems with this? I'd take the phone apart and fix it, but if something goes wrong, I don't have the budget to get it repaired or get another phone all suggestions are welcome.
Click to expand...
Click to collapse

I am waiting for a response on the warranty, if it's negative, I guess I'll have to start saving for a new phone screen, or at least the materials I need to try and fix it myself.

They have to accept it for warranty repairs if it wasn't dropt or smth like that, I'm also thinking of sending a complaint to LG on how my screen was repaired.

Never heard about this problem, probably the shop used non original parts.
_____________________________________Read more write less and be smart

It's a genuine G2 bought from a reputable source as brand new. Looking on reddit, I see I am not the only one with this issue.

robogo1982 said:
It's a genuine G2 bought from a reputable source as brand new. Looking on reddit, I see I am not the only one with this issue.
Click to expand...
Click to collapse
So, just to post an update. The screen has been replaced under warranty, the phone should be here in a day or two.
Sweet.
EDIT: phone arrived today. New display (digitizer+LCD) and new front frame. Looks very good, and it does not protrude any more. I'm a happy bunny

cipry189 said:
I had this exact same problem, I took it for warranty repairs, they replaced the digitzer, but the new one also seems to be a bit lose in the middle part of the phone, as when I press it it moves very slightly, send it back a second time, they said it was normal, and only if it came of like the first time (the right corner) then i should send it gain to them. The guys form the shop (a very big shop in Romania) said it was a known issue.
Click to expand...
Click to collapse
I just read this post of yours, turns out, the same thing is happening to my phone. The corners are now solid, but the middle is letting go. *sigh*
As I am due to start a new job soon (hopefully), I believe I will have the phone fixed somehow and give it to my girlfriend, and I'll get myself either a G3 or the new HTC One M9, if it comes out by then. As I don't have the mental strength to fight with the service again, and stay without my phone for another week.

robogo1982 said:
I just read this post of yours, turns out, the same thing is happening to my phone. The corners are now solid, but the middle is letting go. *sigh*
As I am due to start a new job soon (hopefully), I believe I will have the phone fixed somehow and give it to my girlfriend, and I'll get myself either a G3 or the new HTC One M9, if it comes out by then. As I don't have the mental strength to fight with the service again, and stay without my phone for another week.
Click to expand...
Click to collapse
I know what you say, I didn't insisted with the service because it took them 9 days (the 2nd time I've sent them the phone for the lose middle part) only to say they won;t be doing any other repairs.
I will mail LG Romania to ask them for some explanations, seeing that it's not an isolated case, and after that I will file a complaint to the national organization for consumer protection which has been pretty efficient in the past.
If I will manage to resolve this issue I will post back here.

Thank you for your effort and response, and please do let us know of your results.