Related
This is a long saga, but I hope it will prevent anybody else from losing $700 by buying a Touch HD in the U.S. from Expansys, or even dealing with HTC.
I bought my Touch HD from Expansys USA in April 2009 for full price ($700). I had previously bought two Advantages from them, the 7501 and then the 7510. I was looking for the Touch HD to provide much of the same capability as the 7510 in a smaller form factor.
The Touch HD worked fine, except for an occasional screen flicker. While looking at various Touch HD forums, I found a reference to the flicker issue and some HTC hotfixes and a ROM update that would fix it.
I went to the HTC website and saw the hotfixes and the ROM update and opted for the ROM update as it seemed to roll in a number of other hotfixes. I put in my serial number and it said that the ROM applied and then it let me download it. What a disaster!
As soon as I did the ROM update (and I have done ROM updates on many a phone and PDA), my screen colors went crazy. I finally figured out that turning the screen display off and on corrected the colorization problem. But then the HD would run for about 30 seconds and lock up to where only taking out the battery would let me restart it. It would, however, hotsync.
I called HTC USA and they recommended reinstalling the ROM update with a fresh download from the website. Did that twice. Same thing. I called back, and then they said that I would have to call HTC International as HTC USA did not support the Touch HD.
Called HTC International. The nice bloke in the U.K. researched the unit from the IMEI number and said that it was a French version with a UK ROM overlay, but that HTC USA would have to service it as it was sold in the U.S. He said that it sounded like it needed to be sent in under warranty to have the ROM reflashed.
Called back HTC USA. They finally gave me an RMA to send it in. I did. They got back to me the day after they received it and said:
(1) The INITIAL ROM on the device was unauthorized (on the phone they said ILLEGAL) and, therefore, the warranty was voided. They would not/could not tell me what the initial ROM was or what is the authorized ROM version. I would just have to take their word.
(2) That the motherboard AND LCD must be replaced! They could not say why, except that the unauthorized ROM caused it (?).
(3) The above would cost me $546 on a two month old smartphone, and then I would only have a 90-day warrant but only on the replaced items, nothing else.
Wow. I called Expansys. Somebody dutifully recorded it and said that they would send it to the warranty department and somebody would get back to me by e-mail. When? Don't know.
The Touch HD is a great device. But I fear that owning an HTC device in the U.S. is too great a gamble.
Beware.
LeeBv said:
This is a long saga, but I hope it will prevent anybody else from losing $700 by buying a Touch HD in the U.S. from Expansys, or even dealing with HTC.
I went to the HTC website and saw the hotfixes and the ROM update and opted for the ROM update as it seemed to roll in a number of other hotfixes. I put in my serial number and it said that the ROM applied and then it let me download it. What a disaster!
As soon as I did the ROM update (and I have done ROM updates on many a phone and PDA), my screen colors went crazy. I finally figured out that turning the screen display off and on corrected the colorization problem. But then the HD would run for about 30 seconds and lock up to where only taking out the battery would let me restart it. It would, however, hotsync.
The Touch HD is a great device. But I fear that owning an HTC device in the U.S. is too great a gamble.
Beware.
Click to expand...
Click to collapse
sorry to hear of your troubles... if you buy from Expansys, yes, it's a gamble...personally, i don't trust where they get their phones and have heard similar stories to yours. that is, you buy a device only to find it was for one country and flashed with a different ROM.
for that reason, i used other - more reliable - sources for mine. i've had 2 HD's the UK version (without US 3G bands) and the Telstra version (with US 3G Bands) and have not had any issues with either.
if you reasearched this forum, i think you would have been able to resolve your issues. one thing you did, that you may not have been aware of, is to flash a ROM that wasn't compatible with the SPL on your device. this is why you got the "infamous green screen issue", which is easily correctable (check out the link in my sig). using a ROM with the incorrect SPL also causes other problems with the device. if you haven't returned or sold the phone, do a little research read the link in my sig, and you should be able correct your issues. hope my feedback helps you get your HD in order...
LeeBv said:
As soon as I did the ROM update (and I have done ROM updates on many a phone and PDA), my screen colors went crazy. I finally figured out that turning the screen display off and on corrected the colorization problem. But then the HD would run for about 30 seconds and lock up to where only taking out the battery would let me restart it. It would, however, hotsync.
Click to expand...
Click to collapse
I'm probably wrong but the description seemed very similar to when I flashed a rom with the wrong version of spl...
Cortez:
Thanks for the reply. I'll go look at it...but I wasn't looking to flash an incorrect ROM on to the device, so I didn't do any research on it. I thought it was a manufacturer approved ROM update. I haven't delved into this forum as deep as I probably should have.
Do you think this thing is recoverable?
TC,
I'm sorry to hear about your troubles. I avoided Expansys at the end of the day and just went with Newegg.com instead (they sold it for 649.99 USD with free-shipping and no tax).
Cheers.
http://forum.xda-developers.com/showthread.php?t=505377
Look at this thread LeeBv and maybe you could find an answer to your dilema.
Maybe you can recover your device.
I´m a proud owner of a HD.
Regards,
Wow dude, sorry to hear about your misfortune. I own an HD in the US, and I've never felt better. Then again, my last phone was a crappy razr from t-mobile. Also, I got my HD for free!
fedruiz:
Cortez sent me the link, too, and I've been reading it. Thanks.
freakonaleash:
Wow -- if I had realized that Newegg sold the HD I would have definitely bought it from them as I've had very good experiences with buying from them in the past. I didn't realize that Expansys was selling gray market stuff with no warranty. Of course, the HD in the box has a warranty certificate saying that it's a two-year guarantee -- but obviously that isn't true. I have bought gray market items in the past, but I knew that they were as they were listed as such.
Thanks
Im curious, did reflashing the SPL fix the problem?
From what I gather you had a custom ROM on the device in the first place, therefore you must have a hacked SPL or modified bootloader in-order to flash a custom ROM. Now if you read that thread listed above very carefully and follow the guide to the tee then I believe your problem will be solved.
good luck.
LeeBv said:
This is a long saga, but I hope it will prevent anybody else from losing $700 by buying a Touch HD in the U.S. from Expansys, or even dealing with HTC.
Beware.
Click to expand...
Click to collapse
retract what I said
HOLY Sh%T!!
This is unbelievable.
Today I got my Touch HD back from the HTC USA repair center in Indianapolis. When I put the battery in and turned it on it was in the same sad state.
As a reminder, HTC USA said that the 1.56 ROM on it was ILLEGAL and completely voided my warranty. They wanted $586 to replace the motherboard and the screen to fix it, and then the only thing that would be under warranty would be the items replaced for 90 days.
Expansys offered to send the HD back to Expansys France where they got it from, but said it would take at least EIGHT WEEKS, and then they could not guarantee that it would be fixed.
So, I followed the recommendations on this forum and went through CrackWhore's process and replaced the SPL. The instructions were great.
When the HD rebooted, it was PERFECT! It recognized the new ROM, the screen was as beautiful as ever, and it runs faster!
I did a hard reset and then a full sync, and I'm back in business.
I couldn't have done it without you folks.
Cheers
HTC America in Huston TX or Indianapolis is close to a scam, I suggest to submit an official complain to www.bbb.org and sent a registred letter to HTC America in Bellvue WA. Here is what is going on in fact:
Week 42 to week 49 (SN 842 to 849) had a bad GSM chipset batch and was never done a public recall, they try to hide this problem hopeing the warranty will expire. The bug is visible ONLY in EDGE not in 3G so this is the reason the 3G in Europe will not nottice this problem easy, sooner or later ALL chipsets will fail, is a batch problem. I strongly advise who have this range of SN to disable 3G for few days and let only EDGE. Than observe on low E signal if can be initiated the call, in my case the call was initiated very hard. I spend hours and hours with them on the phone explaining I have side by side 2 HD's one with SN in 2k9 and another one with 843, after that I finally get an RMA they admitted and change MB, so the GSM chipset crap is true. After getting last Monday back from Indianapolis I notticed the back speaker is not working ( I could fix it myself than I said what if is chipset again!!!), I called them back and since then I spend over 8 hours in the last 9 days escalating my problem with different levels until today when I sumbit my complain to BBB and send a registred letter to HQ. After this they told me they will reimburse $20 dollars!!!! but still did not get the shipping label to send it back for 2nd repair. I am planning to open a lawaction suite agains HTC America due un-honest attitude with HD users, they all know what is the problem with HD and try to hide under the table, as I said before is close to a scam. Actually seems to be a more severe problem with Qualcomm chipsets not only for HD, time will see. Around the corner from some inside sources seems they are in big trouble with Qualcomm and they have "some" QA issues in manufacturing, trying to reduce costs, no wonder this is the recepie for going after GM ) LeeBv I wish I could help, if you need some info PM and we'll chat I am 4 weeks ahead you )
Guys
LeeBv said:
This is unbelievable.
Today I got my Touch HD back from the HTC USA repair center in Indianapolis. When I put the battery in and turned it on it was in the same sad state.
As a reminder, HTC USA said that the 1.56 ROM on it was ILLEGAL and completely voided my warranty. They wanted $586 to replace the motherboard and the screen to fix it, and then the only thing that would be under warranty would be the items replaced for 90 days.
Expansys offered to send the HD back to Expansys France where they got it from, but said it would take at least EIGHT WEEKS, and then they could not guarantee that it would be fixed.
So, I followed the recommendations on this forum and went through CrackWhore's process and replaced the SPL. The instructions were great.
When the HD rebooted, it was PERFECT! It recognized the new ROM, the screen was as beautiful as ever, and it runs faster!
I did a hard reset and then a full sync, and I'm back in business.
I couldn't have done it without you folks.
Cheers
Click to expand...
Click to collapse
Hi everybody,
I sent my i9000m for repairs on October 30th, still waiting for it to return, and was told there is a backorder for parts. I'm waiting for an entire phone control board replacement (SD card died). The Bell warranty "tracking" site says the parts are expected on December 1st.
I would like to know if there are any Bell Mobility users out there who have recently gotten back their i9000m from repairs, how long it took, and what the problem was.
Perhaps we could start a threat, so that people can share up-to-date information for how long repairs are taking.
Thanks, Mike.
ps. For those who don't know, you can "track" your repair at http://www.bell.ca/warranty/ and click on the "track your repair online" blue button. However, I have no idea how accurate the information is on the page.
update - December 3rd: Today I again spoke with representatives at FutureTel, the company that repairs the Samsung phones. My phone is still awaiting parts, even though the date on Bell's site says December 1st. I was informed that the dates on Bell's tracking pages are estimates. They have absolutely no way of knowing for sure when parts will arrive. I was also told over the phone that they have not gotten any shipments "recently", but were unable to confirm when the last shipment of parts came in. So in other words, they have absolutely no idea when it would be fixed. Furious about the situation, I called Bell customer service, who forwarded me to technical support, who forwarded me to client care, who forwarded me to a manager, who told me that SAMSUNG HAS ADMITTED TO BELL THAT THERE IS A PROBLEM WITH THE PHONE AND THAT THEY ARE "WORKING ON IT". Also due to the fact that my phone has been out for 5 weeks now, he agreed to ship to me a loaner SGS until mine is fixed, free of charge - no deposit or fee required. He also told me that he would open a support ticket for this particular problem, and attempt to contact Samsung directly about this problem. So, we'll see what happens next.
update - December 10th: Yesterday morning I received my loaner SGS from Client Care in BC. It came with an i9000 JP2 firmware installed on it. I'm sure that the Bell people were experimenting and forgot to reset it back to stock JH2. Anyways, the phone was running horribly, lagging a lot, and it wouldn't let me install some market apps (Install Error 18) which I could not fix. I got fed up last night and installed JK4 via Odin. Now it's working beautifully. Apps install great, and everything is running very smoothly. Oh and BTW, I still have no ETA for my phone being repaired. Tomorrow is 6 weeks since I gave it in.
update - December 17th: As of today, the Bell warranty page says "The current status of your repair is: Phone is in transit to store." Here's hoping that things come back soon, and working fine!
update - December 20th: The phone was received by the store this morning, and I picked it up at about noon. It came with JH2 installed on it, NOT JK3/JK4. Looks like they really think that Froyo is an issue, even though it is not the root issue. Also, the comments say "work performed: replaced PBA - Other - BGA failure. repair code: 312", whatever that means. Looks to be the same as this user: http://forum.xda-developers.com/showpost.php?p=9890519&postcount=893
update - January 1st 2011: After receiving the phone on Dec 20th, I flashed JK4 with no issues (did not lagfix/root/anything). On Dec 24th, I flashed JL2 with no issues (did no lagfix/root/anything). So far no main issues. Still trying to figure out a way to SIM unlock the thing.
if they have the parts it's quick around 2 weeks more or less
if they don't have the parts, it'll take forever... 6 weeks more or less
with so many repairs,,, repair shop should be very efficient by now
I had mine in for repair a month and a half ago. 2 weeks turn around time. Replaced main board.
Sent from my GT-I9000M using XDA App
Mine went in on Oct. 26th and I'm still waiting for it. Seems we were both too late for parts to be in stock.
aGalaxySfan said:
Mine went in on Oct. 26th and I'm still waiting for it. Seems we were both too late for parts to be in stock.
Click to expand...
Click to collapse
October 28th for me...I just called and was told they cant do a check because their systems are down and have been for 2 weeks. how convenient.
How can a company like Bellworld continue to operate?
Anyways, Here I wait for my SGS. Well, my other SGS.
I broke down a week and a half ago and bought another one. been great so far. Will sell the repaired one.
grr.
Someone posted a link to check your repair status:
http://www.bell.ca/support/PrsCSrvWls_MgAcSrMobility_Eform.page
Mine (in Toronto) says:
------------------------
Parts required to repair phone are backordered. Delivery of parts expected on 20101206
-------------------------
Can you post your status?
aleks07 said:
Someone posted a link to check your repair status:
http://www.bell.ca/support/PrsCSrvWls_MgAcSrMobility_Eform.page
Mine (in Toronto) says:
------------------------
Parts required to repair phone are backordered. Delivery of parts expected on 20101206
-------------------------
Can you post your status?
Click to expand...
Click to collapse
Thanks for the link. I was using the link http://www.bell.ca/warranty/ before, and it said the exact same thing, except my date was 20101201, which would be tomorrow. I posted the intial message in the hopes that people could verify the accuracy of these dates
Parts required to repair phone are backordered. Delivery of parts expected on 20101129
Sent my phone in for repairs on Oct 27th
I got my phone returned to me after 3.5 weeks in the Kitchener-Waterloo area. They gave me a completely new phone due to not having the required parts to fix my phone which had an internal SD corruption problem.
Liscadipesce said:
I got my phone returned to me after 3.5 weeks in the Kitchener-Waterloo area. They gave me a completely new phone due to not having the required parts to fix my phone which had an internal SD corruption problem.
Click to expand...
Click to collapse
When did you send your phone in / get it back? Also, did the Bell people decide to give you a new phone, or was it sent by FutureTel? I was under the impression that FutureTel does all the repairs within Ontario. I'm just trying to determine why you got a new phone, when others are waiting for the same parts to arrive from backorder.
whitewindhtc said:
Parts required to repair phone are backordered. Delivery of parts expected on 20101129
Sent my phone in for repairs on Oct 27th
Click to expand...
Click to collapse
Thanks for the info! I would assume it would take a few days from when they get the parts, to when it is repaired and shipped back to you. Please let us know exactly when you get it back, it would be much appreciated!
what does it means if it says "transaction fermée" (French for something like
"closed transaction")
They didn't call me so that I can get my phone back.
They are all sent to FutureTel.
My advice, contact Samsung directly and rant enough for a swap unit to be issued out.
zorxd said:
what does it means if it says "transaction fermée" (French for something like
"closed transaction")
They didn't call me so that I can get my phone back.
Click to expand...
Click to collapse
You most likely got this message by entering in your cell phone number right?
If thats the case, it's most likely referring to any previous warranty claims you made with other phones in the past.
Use the Repair order number at the top of the page bell gave you and enter it in.. it will tell you the true status (hopefully)
ok thanks I will try this later
damn it
My phone is still on its way to the repair center. After 2.5 weeks :-(
Sent mine oct 19th, The bell warranty page says that the phone is still being inspected.
Lukily i won the Telus Like to Give contest. I hope i receive my fascinate before my sgs comes back from repairs.
Lightarrow said:
Sent mine oct 19th, The bell warranty page says that the phone is still being inspected.
Lukily i won the Telus Like to Give contest. I hope i receive my fascinate before my sgs comes back from repairs.
Click to expand...
Click to collapse
When you win provider contests like that, does that mean you have to sign up with them? or do they just give you the phone with no strings?
Lightarrow said:
Sent mine oct 19th, The bell warranty page says that the phone is still being inspected.
Lukily i won the Telus Like to Give contest. I hope i receive my fascinate before my sgs comes back from repairs.
Click to expand...
Click to collapse
What was the problem with your phone? Was it an SD card failure, or some other problem?
NEW!
this just in Call to get your service center shipping label and ship it directly to Samsung for repair to bypass BELL hell-ish customer service
Samsung Electronics Canada Inc.
1-800-726-7864
Thanks to user deezy7 for the info.
---------------------------- original content follow ----------------------------
For those who are interested in Samsung service center in Montreal here is the address for in-warranty and out-of-warranty, they service everything Samsung, not only the phones:
Samsung - Service Absolut
3391 Griffith Street,
St. Laurent, Quebec,
H4T 1W5
514-738-8333
Closed December 27-th and January 3-rd
They do not ask any questions about your relations with Bell or any other provider. But they still need to have proof of purchase.
PS.
They are little bit hard to find, since they are behind this Audio/Video center across Ikea.
I wish there were a walk in service for Toronto too
FutureTel will not accept walk-ins, they only deal with Lawyers... i mean... Dealers
Can we 100% confirm that Samsung Canada office here at Toronto isn't a service centre and does not take customers? or maybe they just don't do cellphones?
Also, my question is....
If I have a 2nd hand Samsung Galaxy S without proof of purchase under my name or receipt. Yet have service with Bell Mobility, will the Samsung Canada @ Montreal repair centre accept the phone for warranty service?
What do you think?
xxgg said:
Can we 100% confirm that Samsung Canada office here at Toronto isn't a service centre and does not take customers? or maybe they just don't do cellphones?
Click to expand...
Click to collapse
Appears to be the case, unfortunately. (See http://futuretel.ca/where.html)
If mine died (fingers crossed it doesn't, but it's survived multiple flashes so I have reasonable hope), I'd drive out there anyway and scream and yell to get it fixed. Then again, I like to take the brute force way to get stuff done.
I left my old phone today morning at 10:30 and picked up a new one at 14:30.
They gave me a completely new phone with Froyo already installed.
No questions asked, very fast service.
Happy Hunter said:
For those who are interested in Samsung service center in Montreal here is the address for in-warranty and out-of-warranty, they service everything Samsung, not only the phones:
Samsung - Service Absolut
3391 Griffith Street,
St. Laurent, Quebec,
H4T 1W5
514-738-8333
They do not ask any questions about your relations with Bell or any other provider. But they still need to have proof of purchase.
PS.
They are little bit hard to find, since they are behind this Audio/Video center across Ikea.
Click to expand...
Click to collapse
This is going to make my holidays!!! I have a SGS with dead sd card and it's second hand. I have the receipt but it's a renewal invoice under the name of someone else and didn't want to go to bell as I'm a client and have already send another SGS for repair under my name. I need to have this one repaired (replaced) so I can sell it.
I am very PEEVED to say the least. I purchased the samsung galaxy when it first came out (end of August 2010) had the phone for less than 2 months then it was toast! It burnt my hand...screen went dead with a bunch of pixels on screen and burnt the screen. Now Samsung Absolut outfit in Montreal kept it for 2 months plus trying to figure out what was wrong, after me bugging my carrier almost everyday to find out where my phone is Absolut decided they could not diagnose the problem or what happened to the phone....supposedly they sent it to Samsung stating they could not fix, Samsung said they would replace the phone and still NOTHING!!!!!!!!!!! Tried looking for their phone number but Bell Aliant says they never pick the phone up....what is up with that??? Great customer service!!!!!!NOT~!!!!
Sorry it is a Samsung Galaxy Vibrant phone..
Happy Hunter said:
I left my old phone today morning at 10:30 and picked up a new one at 14:30.
They gave me a completely new phone with Froyo already installed.
No questions asked, very fast service.
Click to expand...
Click to collapse
I forgot to ask one important thing...
How did Samsung service your phone?
Did they do a software fix?
or
Did they had to replace a hardware ?
They took my old phone and gave me a brand new one. Free of charge, nothing to pay.
woha wait there, I've sent my phone to Futuretel over a month ago and there is a place in Montreal that will do that on the spot !??? WHAT ? damn it...
anyone else tried them ?
Thank you Happy Hunter for the service center info
My situation was, 3 days after upgrading to Froyo, I got a few FC and after rebooting my SGS, it was stuck after the S logo. Tried to downgrade firmware, clear cache, formatted memory, nothing worked, and the phone wouldn't start up after all that.
So i went to the service center tonight, since it was late there was no technician, so I'll have to wait the next day to know how long it'll take to repair.
I had no proof of sale, since I bought my SGS off someone. The receptionist asked me which provider I was, I said Rogers, and asked if it was unlocked, I said yes and I bought the unlock code off Bell. And asked what happened to the phone.
That's all, the receptionist looked nice, they are aware of that problem.
I'll call tomorrow to see the status of my phone and let you guys know.
Btw, I noticed that on my receipt, it said day of purchase 1/30/10, so i assume that's the date the give to people without invoice, so for those that are like my, with no invoice, pray that your phone breaks before that date
WuWu said:
Thank you Happy Hunter for the service center info
My situation was, 3 days after upgrading to Froyo, I got a few FC and after rebooting my SGS, it was stuck after the S logo. Tried to downgrade firmware, clear cache, formatted memory, nothing worked, and the phone wouldn't start up after all that.
So i went to the service center tonight, since it was late there was no technician, so I'll have to wait the next day to know how long it'll take to repair.
I had no proof of sale, since I bought my SGS off someone. The receptionist asked me which provider I was, I said Rogers, and asked if it was unlocked, I said yes and I bought the unlock code off Bell. And asked what happened to the phone.
That's all, the receptionist looked nice, they are aware of that problem.
I'll call tomorrow to see the status of my phone and let you guys know.
Btw, I noticed that on my receipt, it said day of purchase 1/30/10, so i assume that's the date the give to people without invoice, so for those that are like my, with no invoice, pray that your phone breaks before that date
Click to expand...
Click to collapse
Awesome,
Please do let us know how your process of them taking your phone in work out.
Because like many others, I also bought my phone as 2nd hand and do not have receipt and I also am using with Rogers.
So I am interested in knowing how Samsung will treat you.
Please keep us updated.
Happy Hunter said:
They took my old phone and gave me a brand new one. Free of charge, nothing to pay.
Click to expand...
Click to collapse
Now let see how your new phone works out.
This shouldn't be a sticky. Imagine a sticky for all major cities in the world
Happy Hunter said:
I left my old phone today morning at 10:30 and picked up a new one at 14:30.
They gave me a completely new phone with Froyo already installed.
No questions asked, very fast service.
Click to expand...
Click to collapse
@Happy Hunter
Did they really give you a new one with 2.2? I was in contact with them yesterday and will be calling again today. Is there anything that I should say/ask?
Just got a replacement unit yesterday from that samsung repair shop with froyo already installed. Drop my unit in the morning an got a new one in the afternoon.
Sent from my GT-I9000M using XDA App
hey guys, just a lil update on my case (see post #12)
I just called the service center, they told me they have to order a part to be replaced in my SGS and that it'll take a couple of days. So I guess I'll have my mainboard replaced. Therefore no new cell phone for me
WuWu said:
hey guys, just a lil update on my case (see post #12)
I just called the service center, they told me they have to order a part to be replaced in my SGS and that it'll take a couple of days. So I guess I'll have my mainboard replaced. Therefore no new cell phone for me
Click to expand...
Click to collapse
New phone doesn't always mean good, right/? maybe replacement board is a new revision or something. You never know.
Anyways, so you are saying that Montreal location will accept Galaxy S even if you do not have a receipt ?
Do they care if the phone is unlocked? or which carrier you are with ?
Were you told that the entire service will be free or charge too?
Let us know when you get your phone back.
Now if only there was one of these in Vancouver.
This is intended to be consolidated information on how to have your faulty i9000M repaired or replaced. This only applies to the Samsung Galaxy S Vibrant sold through Bell Mobility in Canada.
There's a lot of great info buried in several quasi-related threads. Unless you follow each of those threads, it can be tough to find the phone numbers or latest news. If you have anything to add or correct, please post it here and I'll update this first post.
Phone numbers:
Bell Mobility Customer Support: 1-877-328-2123
Samsung Service: 1-888-751-4078
Samsung Mobile Canada: 1-800-726-7864 (unconfirmed - it's been suggested this is a direct line?)
If you're a Bell customer:
- call the Customer Support # above and navigate the menu to get to phone/tablet support
- explain that you're having problems with your Samsung Vibrant phone
- they'll ask you to explain the problems
- once confirmed they'll explain that you'll receive a replacement in 3-5 business days and that you'll have to ship back to them your faulty phone and the original battery (supposedly this is to confirm that the damage was not due to water or other circumstances they wouldn't be responsible for)
- I was told that a $100 credit would be placed on my account without having to bring it up myself. If it isn't offered, make a point to highlight the inconvenience of being without the phone while still having to pay for your service.
Bought via Bell but not a Bell subscriber:
Someone in an another thread noted that Samsung has an agreement with Bell to accept all faulty phones. This appears confirmed although Bell is NOT honouring the $100 credit. We're also looking for reports of people from outside Canada who are able to get their phones replaced.
Virgin or Sasktel Customers:
- There's at least one report that Virgin is not following Bell's replacement policy. You'll have to follow the standard warranty repair process via Samsung
- There's at least one report that Sasktel is not following a similar replacement policy as Bell.
- Call Samsung directly for a shipping label to have your phone sent in for repair/replacement.
Other notes:
- The new phones are shipping with JH2. [UPDATE] I just received my new phone with JL2
- New phones are shipping with hardware dates of 10.12. [UPDATE] my new phone came with 10.11
- You can track your replacement phone by visiting http://www.bell.ca/warranty/ and clicking to "Track Your Repair". Simply enter your cell #.
- If your phone hasn't yet died, Bell/Samsung will NOT accept it for repair/replacement. No proactive replacements are occuring.
Unconfirmed
- Bell is only accepting phones that have failed due to a 2.2 upgrade
Some reference threads:
(New After JK4 Froyo) POLL:Bell I9000M Internal SD Failures
Bell i9000m Users: Submit a complaint with the CCTS!!
First complaints of new phones failing
I sent my i9000m in on the 14th for repair. I called up Bell Technical support today and asked them to apply the $100 credit and ship me a replacement instead of repairing my phone and, to my surprise, they agreed.
added to the hot index http://forum.xda-developers.com/showthread.php?t=886158
Has anyone begun receiving their replacement phones via mail? If so, what turnaround times are you seeing vs where you live?
I called yesterday (dec 30) for a replacement and I'm in Ontario (near Toronto). Hoping to get it just after the weekend.
Added additional Samsung #.
If anyone is calling Samsung directly (I assume this is because you're not a Bell subscriber?), can you add some clarity on the best approach? Or at least what worked for you?
$100 only if bricked while updating to official froyo
I was told by more than one Bell rep that they would only be granting the $100 of you bricked your phone due to their Froyo update.
mtzylplyk said:
I was told by more than one Bell rep that they would only be granting the $100 of you bricked your phone due to their Froyo update.
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Interesting. So rather than flash back stock 2.1 before sending it in, it might be a better idea to make sure that JK4 or JL2 is flashed to the phone.
So far there have been 2 reports of the new phones failing.
http://forum.xda-developers.com/showthread.php?t=894391
Looks like the new batch of phones is still shipping with JH2.
gtg2 said:
Added additional Samsung #.
If anyone is calling Samsung directly (I assume this is because you're not a Bell subscriber?), can you add some clarity on the best approach? Or at least what worked for you?
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My phone died last week Manufacturing date 10.07. I bought the phone off kijiji for $430 brand new in box. Im not a bell customer. I called Samsung social hub number and told them that i have a bell I900M that died after the froyo update and told the guy about internal sd card failure issue. He gave me two options,
1) Go through Bell
2) Directly Samsung
obviously i chose samsung. he emailed me UPS shipping lables and I sent my phone thru UPS on dec 28
zshakespeare said:
I sent my i9000m in on the 14th for repair. I called up Bell Technical support today and asked them to apply the $100 credit and ship me a replacement instead of repairing my phone and, to my surprise, they agreed.
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what the ****ing ****... I've been on the phone with 4 different people about the past week about the same thing. sent mine in on the 15th.
called on 29th 1st call tech service guy was a ****. didn't do anything.
called on 30th and 2nd guy was very supportive and understanding but i had called too late in the day (10 mins before they closed i know my fault) but he was on the phone with me for at least 30 mins trying to help in different ways. he gave me the $100 credit and basically told me to call back the next day and talk directly to a manager.
2 days later i called back and tried to talk directly to the manager but the 3rd guy gave me the run around (never transfered me to a manager) and told me that since i had a repair tag already opened (because i sent it in before the replacement program) that he would have to email the service company and find out if they were done and shipping my phone and if not to close that and bell would send a new one. that was supposed to hear back from him at the most 24 hours later. that was 3 days ago yesterday.
when I called back yet again yesterday I got a 4th person who again didn't let me talk to a manager and told me she would email the 3rd guy to call me back asap about the information he should have recieved back from the service company because the email would go directly to him and there's no point in her emailing them again.
i just want a freaking phone.
Sorry to hear about your delays. Have you tried calling Bell's Customer Support line instead? I've read of at least one person who got Bell to ship them a new phone even though there's was out for repair.
I called Bell Customer Support on the afternoon of Dec 30 and just received my replacement this morning (Jan 4). Not bad at all.
Details:
Firmware: came shipped with JL2 (odd since others are reporting there's came with JH2)
Date: 10.11 (odd since I was expecting one of the 10.12 phones)
The Phone: brand new with all the original protective stickers on it. I should have taken some 'unboxing' photos
Now to try restoring some apps.
Well it seems Virgin Mobile isn't following suit. Even though Bell basically owns them now...
CSR said it'll be 3 weeks (or more) for the warranty process. In the meantime I'll be receiving a loaner phone though. She didn't seem to be aware of any SGS problems either, so I'm guessing not many SGS's were sold through Virgin? I don't know. Either that or the user-base is too dumb to update the firmware.
This is my 2nd time having to replace/repair it. First time was just direct exchange since it was only 14 days old. This time though, I'm just slightly outside of the 30 day exchange window, so now I get stuck waiting.
At least the Virgin Mobile hold times have been rather short both times and the two people I've spoken with have been pretty friendly.
I supposed I could of been a **** and ranted and complained to her to try and get a direct replacement, but that's just not who I am. They're human too you know
gtg2 said:
Sorry to hear about your delays. Have you tried calling Bell's Customer Support line instead? I've read of at least one person who got Bell to ship them a new phone even though there's was out for repair.
I called Bell Customer Support on the afternoon of Dec 30 and just received my replacement this morning (Jan 4). Not bad at all.
Details:
Firmware: came shipped with JL2 (odd since others are reporting there's came with JH2)
Date: 10.11 (odd since I was expecting one of the 10.12 phones)
The Phone: brand new with all the original protective stickers on it. I should have taken some 'unboxing' photos
Now to try restoring some apps.
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Click to collapse
LIke you, I just got my phone from Purolator about 10 minutes ago, called it in on 12/28 after the SD card had crapped out. The replacement is also a 10.11 phone (I was expecting 10.12 but does not look like those phones are that immune). My new phone also had JL2 preloaded. I am wary that Samsung has not owned upto the fact that the SD card itself is crap and indicating that JL2 will have fixed everything. I really do hope this phone lasts this time around.
[UPDATE]
My new phone out of the box was damn laggy. Taking far too long to open windows, pull down the status bar, etc. I managed to get Titanium Backup installed and my first several attempts at restoring apps was painful - literally, nothing was happening. Finally on my 3rd or 4th attempt at restoring apps, it successfully installed ~60 apps with data in 9 minutes. After enabling LauncherPro, the lag completely disappeared. The phone was so fast that I didn't want to touch it with anything else So to summarize, I was able to restore all my apps (albeit a bit slowly) on a stock 2.2 firmware and restore great performance to the phone.
I'm now flashing a modified kernel for 2e & root and will probably try one of the custom ROMs later today.
did they send it canada post or UPS or what? Mine's been saying "Replacement Unit is being programmed and packed for shipment to Customer." since the 30th. They must be packing it VERY carefully.
zshakespeare said:
did they send it canada post or UPS or what? Mine's been saying "Replacement Unit is being programmed and packed for shipment to Customer." since the 30th. They must be packing it VERY carefully.
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Purolator with the return slips included.
zshakespeare said:
did they send it canada post or UPS or what? Mine's been saying "Replacement Unit is being programmed and packed for shipment to Customer." since the 30th. They must be packing it VERY carefully.
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i got UPS label from them
just print it, stick it to the box, and drop it at any UPS store or call up to schedule a UPS truck pick up at your doors
A friend of mine, along with myself had the Jk4 crash. We sent our phones in for repair through Bell, waited a month, and got replacement phones which were 'new units'.
The new units arrived with JK4 on them. I called Bell and told them straight out that my phone might just be another crash waiting to happen. He advised I update to JL2 via KIES.
Mine survived the update, friend's didnt. Hes heading out to tear up the local Bell store.
Make sure you check your replacement phones everyone. You dont want to end up having JK4 without realizing it.
AllGamer said:
i got UPS label from them
just print it, stick it to the box, and drop it at any UPS store or call up to schedule a UPS truck pick up at your doors
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Did they give you a timeframe to have the replacement phone in by? I ask because I took mine into the store on the 14th to have it repaired, but when I heard later on that they were shipping replacements I called up technical solutions, told them what happened and asked if I could just get a replacement shipped too. The agent agreed and gave me the credit and ordered the replacement. I'm terrified that he wasn't supposed to do that because my original phone was already out for repair (even though I told him as much) and I'll get a $500 charge for not returning the old phone right away or some crap. For all I know it could be gone for another month.
zshakespeare said:
Did they give you a timeframe to have the replacement phone in by? I ask because I took mine into the store on the 14th to have it repaired, but when I heard later on that they were shipping replacements I called up technical solutions, told them what happened and asked if I could just get a replacement shipped too. The agent agreed and gave me the credit and ordered the replacement. I'm terrified that he wasn't supposed to do that because my original phone was already out for repair (even though I told him as much) and I'll get a $500 charge for not returning the old phone right away or some crap. For all I know it could be gone for another month.
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of the information i received from Samsung, there was no mention of a time frame
unless that is set by UPS, as the link that they email you take you straight to UPS
I have had my HTC Wildfire for approximately 5 months and never had any problems with it until now.
The keyboard calibration has suddenly changed to the point where I cannot select the item on the screen I am trying to click. It seems to be about one centimeter adrift, but even moving past where I want to click it just will not select what I want eg. in k9 mail I cannot select the email I want only the one below it and when using market place to update an application I click "Update" yet the action it takes is "Uninstall" (directly beneath) It actually isn't possible to update any of my apps now as "Update" cannot be selected.
I've logged a ticket with HTC as it maybe a hardware fault. My phone is rooted and running a custom 2.2 ROM. If it turns out to be a hardware fault and I get the go ahead to take to an HTC repair shop am I going to be told I have no warranty as the device is rooted running a non official ROM ?
It does indeed look like a hardware issue (With your digitizer). Anyhow, just try reinstalling a ROM with a full wipe (Probably a stock ROM) to confirm it.
When giving in your phone, just install a RUU and then give it. They won't be able to make out if it was rooted or not, and, when giving it, specifically say to them to not touch the software else you will be get an official 2.2.1 updated phone.
Thanks for your response. Yes it definitely is a hardware problem, the un-clickable items can be clicked no problem in landscape mode. Basically the first inch down from top to bottom is dead. I already tried previous ROMS and they all exhibit the same behavior.
By RUU you mean return it to original stock ROM ? Presumably I'll have to unroot it also ?
What are HTC like to deal with when it comes to warranty ?? I got my device from T-Mobile free in the UK with 18 month contract tie in -- but currently reside in Thailand. Are HTC likely to ask me to send my device back to T mobile in the UK or just repair it at a local HTC repair centre here? If the former I'm going to be without the device for 3 weeks or so -- worse still they may send me brand new unit which is neutered and non-rootable (yet).
Flashing an RUU will automatically remove root. So, if you flash an Eclair RUU, you will get an Unrooted Phone with HBoot 0.80x but if you flash a Froyo RUU, you will get the unrootable HBoot 1.01x. RUUs can be found here:
http://shipped-roms.com/index.php?category=windows%20mobile&model=Buzz
The conditions of the repair centres depends on place to place. Whereas in some places, they are pretty helpful and work as per your preferences, some places are extremely particular and over-organized. In your case, I *think* the local HTC Service centre will not repair your device under warranty, since it is from T-Mob. But, if you pay for it, they probably may. Again, what I said above is just my presumption. If you are lucky, they may repair your device for free under warranty.
Good Luck
droidafx said:
I have had my HTC Wildfire for approximately 5 months and never had any problems with it until now.
The keyboard calibration has suddenly changed to the point where I cannot select the item on the screen I am trying to click. It seems to be about one centimeter adrift, but even moving past where I want to click it just will not select what I want eg. in k9 mail I cannot select the email I want only the one below it and when using market place to update an application I click "Update" yet the action it takes is "Uninstall" (directly beneath) It actually isn't possible to update any of my apps now as "Update" cannot be selected.
I've logged a ticket with HTC as it maybe a hardware fault. My phone is rooted and running a custom 2.2 ROM. If it turns out to be a hardware fault and I get the go ahead to take to an HTC repair shop am I going to be told I have no warranty as the device is rooted running a non official ROM ?
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first flash an eclair RUU of ur region. in 99% cases it will be successfully unrooted. even it shows errors, u can use the PC49IMG.ZIP process to unroot.
remember while unrooting with both the above processes, the HBOOT should not be downgraded.
if u make some version changing processes and try to downgrade HBOOT, then ur phone will have issues like touch screen problem, and etc. here the hboot may get downgraded with phone errors.
and if u dont make any version changing processes and try to downgrade the HBOOT, it just shows an error like it cannot be downgraded, without showing any phone issues.
so, do it correctly and u will finally get an unrooted device. now it will have warranty. if the problem persists, give it to a service center.
i expect the problem solves after unrooting.
Thank you for all the helpful responses. It is a hardware problem for sure, the phone is now useless, the keyboard has a mind of its own and the top inch of the screen is dead. I'm now back using my Nokia.
Just to give an update on the service provided by "HTC Global Warranty".... ermm... it appears not to exist.
The support guy on the web ticket did his damnedest to get rid of the call anyway he could or make it someone else's responsibility after I'd went through the various resetting methods he suggested. He acknowledged it sounds like a hardware problem. He then suggested I send back to the UK (I'm in Bangkok) where the fix times is 10 days -- so with shipping time I'd be looking at a one month minimum. Or try another support number to help fix it or send it back to T mobile to see what they can do.
I asked about using a local repair centre -- no you can't because you bought from T mobile. I told him 99% of phones sold in the UK are provided by networks and that T mobile didn't manufacturer the device and purporting to have a "Global Warranty Service" given what he was offering is disingenuous or possibly illegal under trades and descriptions act . I requested to make a formal complaint and speak to a supervisor. I heard back as below -- hopefully they can make good on below promise.
-------------------------------------------
I would first like to say how I am sorry for the service which you have received from HTC, and thank you for bringing this to our attention. We pride ourselves on the quality of our products and the service we provide and it is a disappointment to hear that in this instance we have failed you. I would like the opportunity to resolve your issue and hope that this does not deter your from using us in the future.
I understand that you are currently experiencing difficulties with global warranty process to repair your mobile device and you requested a call back from a manager.
I believe that the reason for this is because you have an exclusive product from T-mobile UK network and you live outside of Europe.
In order to rectify this I would like you to request the following:
Can I please ask for a telephone number and a time of which would be possible to call you during the day, that best suites you. Bare in mind of the time zone difference as we only work from 9:00 am to 5:00 pm (London time).
I will then pass this information onto the Care Team Manager for them to contact you back.
I hope that this information meets with your requirements. I will wait for your next communication.
3xeno said:
Flashing an RUU will automatically remove root. So, if you flash an Eclair RUU, you will get an Unrooted Phone with HBoot 0.80x but if you flash a Froyo RUU, you will get the unrootable HBoot 1.01x. RUUs can be found here:
http://shipped-roms.com/index.php?category=windows%20mobile&model=Buzz
The conditions of the repair centres depends on place to place. Whereas in some places, they are pretty helpful and work as per your preferences, some places are extremely particular and over-organized. In your case, I *think* the local HTC Service centre will not repair your device under warranty, since it is from T-Mob. But, if you pay for it, they probably may. Again, what I said above is just my presumption. If you are lucky, they may repair your device for free under warranty.
Good Luck
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It never came with Froyo -- it had 2.1 initially. I don't suppose it will matter if I put 2.2 on it now as long as it is an official ROM (I could well have done an over the air update).
After I rooted the device initially I backed up the 2.1 ROM first -- reverting back to this had no effect on the problem so I don't suppose un-rooting it is going to achieve anything as either ROM in little over four months never exhibited this behavior until now. But obviously an official ROM is necessary prior to it going in for repair (whatever form that takes).
I cannot load a stock ROM -- I chose the TMO UK one from suggested link and get below errors:
Prior to error it says I have version:
2.34.75.1
and proposes to replace with below but fails.
1.14.110.1
-----------
Error [140]: BOOTLOADER VERSION ERROR
The ROM Update Utility cannot update your Android phone.
Please get the correct ROM Update Utility and try again.
Any ideas ?
Read about a bit, and, it seems downgrading is not allowed. (2.37 -> 1.14).
Try this procedure out:
http://lukasz.szmit.eu/2010/04/extracting-rom-files-from-htc-android.html
3xeno said:
Read about a bit, and, it seems downgrading is not allowed. (2.37 -> 1.14).
Try this procedure out:
http://lukasz.szmit.eu/2010/04/extracting-rom-files-from-htc-android.html
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Click to collapse
Thanks 3xeno -- I'll give it a go.
Also if I managed to downgrade back to stock -- will the phone be locked back to T mobile network ? I use a local SIM where I am. I don't suppose it would be too much trouble unlocking it again.
This is so much aggravation -- I'm tempted to just go in and pay an HTC repair store to repair / replace the busted component seeing as HTC global warranty appears to be non existent.
If the "care manager" calls me back and repeats the canned responses already provided by their support desk about my device being a "special T mobile product" and I must send to the UK for repair I intend to cause an enormous stink and warn others that HTC provide "ZERO GLOBAL WARRANTY" (and looking in Google I won't be the first). There is nothing special about the phone form T mobile (or any other network provided phone other than branding) I paid for the phone in full by way of commitment to a 2 year contract and T mobile paid HTC in full for the unit -- that has failed in a little over four months.
It shouldn't. Was the phone locked initially when you got it? If so, how did you get it unlocked?
Also, I tend to agree with you on getting it repaired locally. It seems to be too much of a hassle to get the phone halfway across the globe to replace one component.
It was locked yeah, but I paid for an unlock code online -- maybe it will still work if needed.
I followed your instructions thanks from previous URL, I've got rom.zip and copied to sd card and assumed I'd be able to install the normal way like other ROMS through clockwork but it doesn't work -- toggling unsigned doesn't help either.
Any ideas ?
More reading up. This is one topic which I dont have indepth knowledge about.
http://forum.xda-developers.com/showthread.php?t=766927
http://forum.xda-developers.com/showthread.php?t=575448
This should be applicable for the Wildfire as well. The only difference should be that the file should be renamed to pc49diag.zip instead of the code for the Hero as stated in that thread.
Be very careful in this process though. I would rather wait for advice from some senior member here confirm this before you attempt it.
Thanks again. I may as well go ahead and try; I've got nothing to lose -- it is unusable with the top part of the screen not working. If I don't get it back to stock I have no warranty. The choices are a brick or a brick ;-)
I'll probably wait until tomorrow -- there are some phone repair shops around here and I'm told the shop I need to go to carries spare HTC parts. The Thai's are pretty much hands on and if they can diagnose and have the parts they will fix -- that includes the HTC repair centre (as long as I'm paying).
Quite possible I'll be buying a new device tomorrow from HTC directly. But before I do so I'm going to call HTC head office in Taiwan and get it on the record what exactly a "Global Warranty" means in HTC speak. I want to hear it from somebody other than a script reading support monkey in the UK or some retail chap where I am who will speak very limited English. The garbage excuse about "special network phone" should hold no water then if it fails within the warranty period. But I want a name and phone number and confirmation email before I shell out 4 or 500 quid on another potential paper weight.
Over the years I've had global warranty claims no problem from HP & IBM (now Lenovo) the last time being when an SSD drive failed in a laptop bought through a reseller in the UK -- no problem they sent and engineer to my house in Phuket who fitted a new drive within 72 hours of logging the call. It's getting to the point where these devices are more than just phones. They are as capable (almost) as a laptop and in the same price bracket as low to mid range laptops; therefore they should IMO carry the same level of after sales customer support.
I'd be very interested to know of other peoples warranty experiences with HTC. Maybe I'm an imbecile for even considering buying another one. Very frustrating; its been working like a dream right up until a few days ago and has been the best smartphone I've owned by a long way -- but if after sales service has all kinds of conditions attached to it; then buying another one is out of the question.
They probably are not honouring your warranty because you got a subsidized phone from a network operator, which doesn't "really" belong to them. Maybe that is how they handle such cases. Not really sure about it because the concept of contracts by phone service providers is non existent here in India, but, I am pretty confident that if you had got a proper HTC Branded Wildfire, they would definitely have honoured your warranty.
The thing is though just about all phones in the UK are provided by the networks and the subsidy for the most part is essentially bogus. Eg. you couldn't go and get an Iphone 4 for free because you took out a 15 quid month contract -- that would be a subsidized phone. They are 2 years minimum contract and start at £40 per month to get one for free. You have more than paid for the phone -- hardware vendor is paid in full and no doubt the network make a margin on the handset too.
A one month old article: (http://www.moneysavingexpert.com/deals/cheap-iphone lists the single cheapest monthly contract to get an Iphone 4 from tesco is £25 for a 12 month contract........ as long as you stump up £342. So the math is £40 for two years and the phone is free (give or take a few quid) That is not a subsidy by any definition of the word. Also think of the economies of scale the networks use to leverage better pricing -- 02, Vodafone, T-mobile etc aren't paying no 600 quid a unit like joe shmo has to for an Iphone 4. Corporate buying might when talking 10's / 100's of thousands of units can demand and most of the time get 40 to 50% off the RRP price. Networks & hardware vendors are doing very well whilst spinning this bulls**t line about subsidized phones -- off the back of which enables the likes of HTC to provide no global warranty. If HP, Lenovo, Nokia and many others can use local repair resources so can HTC -- but you know good customer service costs money and if the small print allows them to get away with they're happy to do so.
I did the rename (PC49IMG.ZIP) and placed ROM on root of empty SD card. HBOOT saw it and attempted to instal but it failed with below:
Main Version is older!
Update Fail!
Press <POWER> to reboot.
3xeno said:
They probably are not honouring your warranty because you got a subsidized phone from a network operator, which doesn't "really" belong to them. Maybe that is how they handle such cases. Not really sure about it because the concept of contracts by phone service providers is non existent here in India, but, I am pretty confident that if you had got a proper HTC Branded Wildfire, they would definitely have honoured your warranty.
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HTC "Global" Warranty:
DOES NOT EXIST !!!
I'll start a new thread about this also. I heard it from three authorised HTC resellers, and an official HTC store & HTC service centre in Bangkok MBK; all of which I visited today. The country you buy the phone in is the place which honors the warranty.
So in the UK they use the lie -- you bought from a network and not a stock handset direct from HTC; therefore it can only be repaired in the UK.
Then lie number two -- if you buy from us directly you get global warranty and can use local repair in the country you're in; absolute nonsense. If it was true I'd be playing with a brand new desire right now -- instead I have my 4 month old Wildfire to use as a beer mat whilst using my Nokia -- f***ing cheers HTC.
Still not able to get fresh stock T-mob ROM applied. So far I've tried:
1. Applying the stock T-mob ROM via cable and exe. program
2. Applying stock T-mob ROM renamed to PC49IMG.zip
3. Also tried applying an Asia stock HTC ROM via .exe program and cable (above method cannot be used -- this ROM extracts everything to numerous cabinet files and there is no ROM.zip)
All of the above result in errors relating to what's there being newer and failure to apply ROM.
I had a back up of the T-mob eclair ROM it came with which I took before applying custom Froyo ROM; so I reverted back to that and then tried the stock one again to make it vanilla and unrooted (in the hope it may correct faulty top part of screen) it but that didn't work and again complaines about what was there being newer.
It seems once you've gone forward there's no going back -- but that isn't consistent (I can recover using my back-ups back and forth between leaf Froyo ROM and Eclair ROM via nandroid restore.
I also put on a gingerbread Cyanogen mod to see if it would fix screen problem -- it didn't, so now back to T-Mob Eclair. I suppose I can go about unrooting now on the eclair ROM for the purposes of returning handset for warranty -- but I really wanted a flat vanilla stock ROM to see if cures screen problem, (I'm pretty sure it wont and it is a hardware problem).
Anybody got an idea of what else to try ?
thanks