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One dead OLED pixel - HTC USA replacement experience

I ordered my Nexus One at 1:41pm EST - literally minutes after the site was live.
The next day at 7am in DC, I was playing with it in my hands. The most complete piece of mobile hardware in recent times was a pleasure to hold - but not for too long.
13 days later, I noticed a single dead led announce itself on the right-most horizontal row.
I called HTC, talked to Matt Long/Lawn who promptly offered to replace my phone without any questions. I should expect it by the end of this week with return instructions to send it back. They took credit card information for an authorization and have not charged my account as yet.
The whole call took about 25 minutes and it was a great experience.

That's cool, but you could have just added your experience to the other thread about return experiences...

dextroz said:
I ordered my Nexus One at 1:41pm EST - literally minutes after the site was live.
The next day at 7am in DC, I was playing with it in my hands. The most complete piece of mobile hardware in recent times was a pleasure to hold - but not for too long.
13 days later, I noticed a single dead led announce itself on the right-most horizontal row.
I called HTC, talked to Matt Long/Lawn who promptly offered to replace my phone without any questions. I should expect it by the end of this week with return instructions to send it back. They took credit card information for an authorization and have not charged my account as yet.
The whole call took about 25 minutes and it was a great experience.
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I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks

I noticed when i took my nexus out of standby last night..Only on the unlock button it looked like some pixels were stuck or something they were bright red, it was in a straight line going down.
Once i swiped to unlock they went away and haven't come back...i hope this isn't a bad sigh.
Anyone experience this, or know from experience on other devices if stuck pixels become problematic or should i be OK?

mitsu8 said:
I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
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Read any of the several other threads discussing warranty and returns man. Or just call HTC and they will answer it for you.

mitsu8 said:
I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
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Note the part in the OP about leaving credit card information. That's for advanced replacement, where they take your cc info and send you the replacement right away. If you don't return the defective unit, your cc gets charged.

mitsu8 said:
I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
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As pointed out below - they will send you a replacement first. You will ship yours' within 10 days of receipt of the replacement.

uansari1 said:
That's cool, but you could have just added your experience to the other thread about return experiences...
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Sorry man - I didn't know there was a thread already active - I just added my experience for others here. I admit - I should have looked first.

what number do i call for receiving a replacement? i also have a dead/stuck pixel.

http://www.htc.com/www/support/nexusone/

Man.. One dead pixel(stuck green) in the center of the screen. Drives me crazy.. HTC shipped out a replacement with no issues. Maybe this thread can help us identify how big of a problem this might be.

just received my replacement phone this morning with a return box and label.

how is the replacement? Does it look new or refurbished? anything wrong with it?

melterx12 said:
how is the replacement? Does it look new or refurbished? anything wrong with it?
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Without a doubt brand new.

I just got my replacement today, there is a black spot about 2 pixels wide either in the glass or underneath it. Not a happy camper. Called HTC and they said that the IMEI on my replacement phone isn't in the system. So it'll be a few days before I can even get the "swap my swap" ball rolling

Users with HARDWARE issues on their Evo, READ NOW.

So as some of you may know I have been having crazy wifi issues the past few days. After countless hours of trying new things, I spoke to a valued developer on these forums for a few hours and we couldn't solve it together. I resorted to calling Sprint and going down to the repair center after returning to 2.2 stock without root lost all my shiz yo! Here is whats up:
If you have ANY suspected hardware issues NOW is the time to still get a new phone from Sprint. I literally walked in the store and turned on wifi and showed the guy how I barely got 1 bar on it. No technician needed, took 2 minutes to get my new one underway. I also got a months free service credit from Sprint because I'm a boss like that. The best part is - I will be getting a NEW Evo because they are still such new phones that HTC has not yet had the chance to resemble the refurbed ones. What does this mean?
If you have problems GO SWITCH IT OUT NOW WHILE YOU STILL HAVE A CHANCE! My Absolutely new Evo is due on Tuesday.

thx for the info, still have to go in and get my 4g thing fixed.

Nice - so no insurance claim or anything, they just exchanged it as a defect? Was it the store that hooked you up with the free month, or the phone rep?
Sent from my blah blah blah blah

They have refurbished phones at repair centers.

pididente said:
They have refurbished phones at repair centers.
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i got a new? motherboard in mine today because the top headphone jack was not working right. 30 minutes. they would have given me a new one, but he said that he didn't go that route because it was screen protector'd up. no big deal to me as i haven't messed up mine any.
the only part that sucked was having to root again i had a new motherboard. nandroid backup wasn't working, but i figured it out. when you do one, it creates an HTXXXXXXX folder i. the new phone will only restore new HTXXXXXXXX name, and you get this by plugging in your phone in recovery, opening up the command prompt on your computer and entering adb devices. You'll see the new HTXXXXXX. You will need to change your nandroid folder to the new name and you should be good.

akastixx said:
i got a new? motherboard in mine today because the top headphone jack was not working right. 30 minutes. they would have given me a new one, but he said that he didn't go that route because it was screen protector'd up. no big deal to me as i haven't messed up mine any.
the only part that sucked was having to root again i had a new motherboard. nandroid backup wasn't working, but i figured it out. when you do one, it creates an HTXXXXXXX folder i. the new phone will only restore new HTXXXXXXXX name, and you get this by plugging in your phone in recovery, opening up the command prompt on your computer and entering 1) adb shell, and 2) nandroid-mobile.sh --help. scroll back up through the help commands and you'll see the new HTXXXXXX. You will need to change your nandroid folder to the new name and you should be good.
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an easier way to get your new number is to type "adb devices" as your command to get just the number.

werxen said:
So as some of you may know I have been having crazy wifi issues the past few days.
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You had wifi issues? There was a thread on that. Look it up, just ignore the abrasiveness of the OP. You should be good though, being a boss like that and all.
Someone did give you a line of BS about not being refurbs yet. You got lucky, but there are plenty of refurbs to be had too.

topdawgn8 said:
an easier way to get your new number is to type "adb devices" as your command to get just the number.
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true... i will edit my post.

yup seems like alot of ppl who bought their evo when it first came out ended up returning for some hardware defect and getting a new/refurb one from advance tech like I did. My problem was with the MMS, while on WIFI I never was able to download it, always said something about transcient failure or w/e, and then was getting an error clause code: delivery failed issue when sending out sms and the person I was texting was getting that "undelivered sms" 10-15 times...now with the exchange everything went away.

Nope - confirmed getting a brand new Evo. Waiting for shipments to come in. Will come with new battery, SD, etc all boxed up. BRAND NEW EVO.
Don't take a ****ty refurb. Demand a proper phone for hardware defects.

werxen said:
Nope - confirmed getting a brand new Evo. Waiting for shipments to come in. Will come with new battery, SD, etc all boxed up. BRAND NEW EVO.
Don't take a ****ty refurb. Demand a proper phone for hardware defects.
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Did you get a TEP or were you still under your 30 day warranty?

Thread cleaned up a bit. Play nice.

Replacement phone...updated Part Number?

I just got a replacement G2 from UPS this morning. Hopefully to address my random reboot issue and random signal flakiness. Really I just wanted to see if the new unit had a different part number (as in newer hardware revision). I hadn't seen any posts with part numbers listed from their phones. The part number is located under the battery, btw.
The old phone (recieved Sept 29th - pre order):
P/N: 99HLW021-00 XE
S/N: HT09NR21XXXX
The new phone (got it this morning Oct 28th):
P/N: 99HLW021-01 A
S/N: HT0A4R21XXXX
Maybe that last "01" is a revision number?? It looks to me the replacement I recieved is BRAND NEW, not a refurb. At least it appears that way. I think it would be pretty hard to reinstall those plastic pieces between the screen and keyboard, on the keyboard itself, and on the screen that come when it ships new. Of course they stripped it of the battery and back cover.
My old hinge was very tight, and this was also appears to be tight. Although it may have a little less wobble to it. I need to reload all my stuff and give it a test run.
I'll report back on any differences I note.

I see you're in the same area as me, I was wondering what kind of speeds have you gotten around both St.Pete and Tampa. I can't seem to get anything better than 4 mbps at most for download.

pak256 said:
I see you're in the same area as me, I was wondering what kind of speeds have you gotten around both St.Pete and Tampa. I can't seem to get anything better than 4 mbps at most for download.
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I'm getting around 3-4Mbps d/l most of the time. I've seen as high as 9Mbps near my job, though. Icot area off of Ulmerton.
Make sure you check your part number when you get a chance and vote in the poll at the top. I'm curious about this part number revision thing.

99HLW021-00 from pre-order. Thinking about getting it switched out if there is a new revision out. My hinge is very loose but no reboot issues.

mayurolla said:
99HLW021-00 from pre-order. Thinking about getting it switched out if there is a new revision out. My hinge is very loose but no reboot issues.
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I haven't even powered up my new one yet. I just put on my screen protector and I'm letting it dry thoroughly before powering it back up. I'll probably wait to mess with it tonight when I'm at work.

I actually have 2 -00's so if anyone wants to change the poll? My wife's was received 2 days ago brand new in box from Asurion. Both have tight and identical hinges and no issues. Mine is 2 weeks old.

just received my replacement order yesterday from preorder and they both have P/N: 99HLW021-00 XE.
but this hinge seems to be tighter than the first one. but i am sure it will get loose over time. It seems i get worst signal than the first one. still no 3G in my house with G2. I get it all day with my Blackberry 9700...*sigh may have to sell the G2 and get the new 9780

Anyone getting the replacements getting a brand new in box phone? Cause I am going to demand that I think when I call about my phone...

yes mine was brand new sealed up. Came out of Colorado warehouse. I live in MA. I was still within my buyers remorse period.
if you go it from a store just go back to them and get a exchange

fryrice8850 said:
yes mine was brand new sealed up. Came out of Colorado warehouse. I live in MA. I was still within my buyers remorse period.
if you go it from a store just go back to them and get a exchange
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nope mine was from the mail... so I am going to get screwed once again by CS sending me a referbed one.... I have the extended warranty on the thing too... ugh...

fryrice8850 said:
yes mine was brand new sealed up. Came out of Colorado warehouse. I live in MA. I was still within my buyers remorse period.
if you go it from a store just go back to them and get a exchange
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they gave you a brand new box is because ur still under the 14 days grace period. After the 14 days grace period, most replacement handset are just the phone itself no back cover or the battery.

scottch699 said:
nope mine was from the mail... so I am going to get screwed once again by CS sending me a referbed one.... I have the extended warranty on the thing too... ugh...
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i was talking to a rep they did tell me that the phone is so new there isn't any referb phone to give out. my issue was cuz i work for tmo i can't return my phone so i can only get exchanges...
i really wish i didnt get the g2...so many issues with it. hoping to get the Blackberry 9780

fryrice8850 said:
i was talking to a rep they did tell me that the phone is so new there isn't any referb phone to give out. my issue was cuz i work for tmo i can't return my phone so i can only get exchanges...
i really wish i didnt get the g2...so many issues with it. hoping to get the Blackberry 9780
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Sorry to hear that

sorry for getting off topic but do u guys know how to fix when sending an mms issue where the signal gets dropped and comes back up

how much crap did they put you through (testing of the device) before they agreed to send you a replacement?

same 00 xe is my part number, and I got it on Pre-Order.

scottch699 said:
how much crap did they put you through (testing of the device) before they agreed to send you a replacement?
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advise technical support you have perform multiple master reset on the phone and you receive random reboots

I got mine from the T-mobile store yesterday. I am taking it back today. Floppy hinge, won't even connect to edge where I used to get 3G with my G1. I really like the phone but until a radio update and new hinge I will go back to my G1. Or wait till next week and try the my touch.

i picked mine up a week ago in fort lauderdale, part# 99hlw021-00 xf

I also received a replacement today with P/N: 99HLW021-01 A. It was a brand new phone. Maybe it is a new batch because I ordered a replacement last thursday and it took a week to get here, normally it only takes 2 days. I am located in NYC. I noticed that the new phone has a different color in the back. My original has like a brownish color and the new one is grey. Also the Hinge feels sturdier when is closed and when is open as well. I will take a picture of the both phones so you guys can see what i am talking about the colors

Refurb phone???

My phone is only about 10 days old and I took it to a sprint repair store cause my voicemail wouldnt update. They didn't know what to do for it so they ordered me another phone. They just called today and said it was in and that I could pick it up. I asked if it was new or a refurb and they said it was a refurb and she also stated that mostof the time a refurb works better than a new one. Anyone have any experience with this? I just don't really want to give up my 10 day old brand new for a refurb unless it's ok. Also are the screens new cause I don't have any scratches on my phones screen now and I don't want my refurb to have any. So does any one have a refurb now that works great? Thanks for the input.

I was told the actual phone is new, but the main board in it is refurbished. Not sure if this is right or not though, just what they told me at the Sprint store. Mine is a refurb, but it works great... also, if I remember right, you can check to see if it's a refurb or not, just can't remember how.
Sent from my SPH-D700 using XDA App

musclehead84 said:
My phone is only about 10 days old and I took it to a sprint repair store cause my voicemail wouldnt update. They didn't know what to do for it so they ordered me another phone. They just called today and said it was in and that I could pick it up. I asked if it was new or a refurb and they said it was a refurb and she also stated that mostof the time a refurb works better than a new one. Anyone have any experience with this? I just don't really want to give up my 10 day old brand new for a refurb unless it's ok. Also are the screens new cause I don't have any scratches on my phones screen now and I don't want my refurb to have any. So does any one have a refurb now that works great? Thanks for the input.
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Take it to where you bought it and tell them it is defective and you want to exchange it. Under the 30 day guarantee they should exchange it for a brand new one for free.
Sent from my SPH-D700 using XDA App

I'm out of my 30 days or I would have. This is my 3rd epic. So a refurb is basically new just with a used main board? Yeah you can check it by ##786#.

musclehead84 said:
I'm out of my 30 days or I would have. This is my 3rd epic. So a refurb is basically new just with a used main board? Yeah you can check it by ##786#.
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If this is true, then my recondition status on the refurb they gave me yesterday says "Status: NO". Total call time onthe phone is only 7m out and 11 min in. With a total of only 8 calls in and out. lol awesome

I'm on refurb epic and all I could is my phone looked, smell and to me is new. I wouldn't worry about it.

Yeah your right I guess as long as it works ok and looks new. It's just we paid so much for these phones and something is wrong with it and it's not our fault I just think we should get a new one.

I believe your 30day time period restarts each time you get a new phone. Personally I would make them exchange it for a new phone. If you wanted a refurb you would have paid refurb prices.
As for refurbs "working better than new phones", I guess this could be the case if they fixed a defective part and you have less of a chance of that part failing again.
I've had pretty good luck with refurbs. But if I had the option to get a new exchange I would do that instead.

I am wonder if they make recondition status to show NO even if it is not since that is their phone and they can make showing anything they like.
dito33

After 30 days of purchase of the original phone a refurb will be used unless one is not available. The 30 day does not start over after an exchange. Anything within 30 days would be new.
Sent from my SPH-D700 using XDA App

It's hit or miss on the refurbs. I'm on my 4th Epic atm. The original had the radio go bad after a month. The second one that was a refurb lasted about 60 days then the charging port went bad. The third one which looked to me to be brand new (still had all the stickers on the chrome) locked and froze in the store as soon as it synced with google. I just got the forth today, fingers crossed so far so good.

Got a replacement refurb phone . Have some ????

I got a replacement phone since the power button on mine decided to sink like Atlantis into the body of the phone . I managed to unroot and set back to stock before sending it back . I kinda forgot to get the pri back to 1.77 since the new one is 1.77 eh whatver LOL . Main question I have is . I was told the phone was gonna be new . Well it is HW 004 but on the invoice said REC (going to assume reconditioned) . So transferred everything over to the phone and fired it up . Typed in the code and pulled up the info on the phones life itself . Heres where it gets interesting . Total life calls made 2 , Data sent and recieved 0 ? , Total time of life calls 1 min . Status reconditioned . It also goes on to say the phone was reconditioned in January of 2011 . With a activation date of 12/2010 . Essentially the phone has no scratches no blemishes nothing wrong with it . Im just curious as to why a refurb phone would have such low statistics . Was it a gift for Christmas that someone didnt want ? They just simply brought it back ? I have no real complaints about the phone just curious what others opinions might be . First time dealing with a phone replacement .

When it was reconditioned they prob reset the meters and made 2 test calls.
just a thought

but the original activation date would still be there, wouldn't it?

Interesting.
When I got my old Hero replaced with a refurb, the life counters were painfully high, even though I had just taken it out of the box..
In theory, December to January would be within someone's 30 day no-questions-asked return window, and supposedly, when they take a phone back it has to be marked reconditioned from that point on. So maybe whoever wanted another phone and returned it? It's possible I guess.

Yeah the original activation date was december of last year . I mean the phone is flawless not a scratch or a nick anywhere . I was just curious as to what others opinions might have been .

How were you able to get that info I am curious myself I also just got a replacement phone

the data life and call life do not get reset when a phone is reconditioned so consider yourself lucky. It was probably a phone that someone got and probably bricked it within 24 hours and took it back. You got yourself a pretty good refurb.

ruiza997 said:
How were you able to get that info I am curious myself I also just got a replacement phone
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Dial ##786#
Sent from my PC36100 using Tapatalk

I had a droid x for less then 24 hours before I returned it. Could be some kind of same situation.

Perfectly normal for it to retain the "original" activation date after a recondition.

Great to hear this. I just got off the phone with Sprint who is sending me a replacement for my phone. My power button also sank and there is dirt under the screen. They said it would take a couple of weeks due to it being backordered and that it will most likely be a new device, not a refurb. The representative at the store prior to me calling (tried getting my screen replaced at the store with no luck) said that if I get a replacement it will mos likely be new due to low stocks. He said they set some devices aside from manufacturing for replacements as reconditioned. I believe this is what happened to you. I hope this happens to me too.
I asked the rep on the phone to see about getting me a White EVO (mine is black) and he said he would. Keeping my fingers crossed.

akarol said:
Great to hear this. I just got off the phone with Sprint who is sending me a replacement for my phone. My power button also sank and there is dirt under the screen. They said it would take a couple of weeks due to it being backordered and that it will most likely be a new device, not a refurb. The representative at the store prior to me calling (tried getting my screen replaced at the store with no luck) said that if I get a replacement it will mos likely be new due to low stocks. He said they set some devices aside from manufacturing for replacements as reconditioned. I believe this is what happened to you. I hope this happens to me too.
I asked the rep on the phone to see about getting me a White EVO (mine is black) and he said he would. Keeping my fingers crossed.
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Odd I said the same thing . I had a white one and wasnt really opposed to getting a black one . He said the black ones were on backorder and people were still waiting . I said ok no prob I can still stick with the white one . I asked him if it was gonna be a new Evo and he said yes . Thats why when I got it and it had REC on it I was like WTF ! ? Its probably the same situation a previous poster said . They put these back as reconditioned units when they are infact new . They were probably initially activated then stamped reconditioned for some legal reason or something who knows .

Cole28 said:
Dial ##786#
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Thanks man
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