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ok I know for a fact they will replace your htc hero (it'll be refurbished, but if your dust is as bad as it is on mine then it's worth it).
this is what I did (it's long kinda, i'll put a tl;dr at the bottom) to get a refurbed phone from sprint for no money.
skip to bottom if you want summarized version
-spent about 30 minutes in a sprint live chat, the denied any problems with the phone and tried blaming it on me, I said their forum is full of cases of people with the issue, they told me they don't support online forums. I said then why do you guys have one. they asked for a link to the thread (i linked to one with a bunch of complaints about it in one thread) and told me to just go to the repair center and they would fix it for free, no problems at all.
-went to the sprint repair center, they said sure it'll take about 30 minutes BEFORE my phone went to the back by the techs they opened it up and said it had water damage. I stood there dumbfounded, not once had my phone been near water. He said it was from sweaty palms or sweat on my head. I said come on dude the phone has no problems other than the dust, the water detecting strip isn't even all red it's no big deal, he wouldn't budge though. he told me to go pay 100 for a refurb (deductible)
-called sprint *2. summarized what just happened they said oh no they should have been able to fix it for you. I asked what now ? they said they could have a refurbed phone sent out to me instead of having me go back there. HOWEVER if there was water damage they would charge me (I'm sure there isn't though, the strip isnt' fully activated yet).
summarized
tl;dr - If you have dust, take your phone to the repair center, they can take it apart safely, without voiding the warranty. If you have a custom rom, just take out the battery before giving them the phone. If you have ANY signs of water damage, call *2, explain that you just tried to have the dust blown out at a repair center and they refused due to a minute amount of water on the sensor. they will ship one to you in 2-5 days.
I guess this is mostly my little rant on how much sprint likes to pawn their responsibilities of on the next person. Everytime i go to the damn repair center they say water damage !
yeah i just got my replacement the other day becuase of dust only mine was new not refurb.
I'm assuming it'll be refurbed, but it may be new, I will post what it is when I get it (probably monday or tuesday).
I'm going to have to do this soon, mine is filling up.
So the solution is replaced phones/cleaning out. But they have not fixed this problem? Makes no sense.
Did you guys ever think of cleaning your houses? wtf? I've had 2 heros since it came out, and neither of them have any dust what so ever
auxny said:
Did you guys ever think of cleaning your houses? wtf? I've had 2 heros since it came out, and neither of them have any dust what so ever
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So the issue is unclean houses? Your logic at the very least is interesting. And you having two clean heros does make you an expert, I mean that is a big sample size. Those filthy dusty pigs!
i agree
For the Brave who want to clean their own...
androidforums.com/sprint-htc-hero/22036-sprint-htc-hero-disassembly-diy.html[/url]
auxny said:
i agree
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Yeah and the fact that none of their other electronics have dust in their displays is pure luck. Sprint should just email all those whiny bastards and tell them to take a shower every once and awhile.
bob2300nx said:
Yeah and the fact that none of their other electronics have dust in their displays is pure luck. Sprint should just email all those whiny bastards and tell them to take a shower every once and awhile.
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It's like your in my head d00d. instead of replacement phones, they should get you guys a hover vacuum
I have had a zagg case on my hero since day one and dust has filled the lower screen and top left part of the screen as well. I don't live in a dusty house, not that it would matter really since I'm hardly home.
Also, yes you could disassemble your phone, but that could void the warranty, and this was is free and you could get a new phone from it.
Tell ur mom to start cleaning out your pants pockets better.
Stop placing the damn phone into those filthy pockets till she learns to do the laundry correctly.
Or better yet, how about YOU take a min to clean them before YOU put them on......dust problem solved......your welcome!!!
auxny said:
Did you guys ever think of cleaning your houses? wtf? I've had 2 heros since it came out, and neither of them have any dust what so ever
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dang every time you post you make your self look like an ass lol
this is the internet, young sir, so only a no life loser would care if they look like an ass online, so skeet skeet your face!
Or a complete prick...
rockage said:
ok I know for a fact they will replace your htc hero (it'll be refurbished, but if your dust is as bad as it is on mine then it's worth it).
this is what I did (it's long kinda, i'll put a tl;dr at the bottom) to get a refurbed phone from sprint for no money.
skip to bottom if you want summarized version
-spent about 30 minutes in a sprint live chat, the denied any problems with the phone and tried blaming it on me, I said their forum is full of cases of people with the issue, they told me they don't support online forums. I said then why do you guys have one. they asked for a link to the thread (i linked to one with a bunch of complaints about it in one thread) and told me to just go to the repair center and they would fix it for free, no problems at all.
-went to the sprint repair center, they said sure it'll take about 30 minutes BEFORE my phone went to the back by the techs they opened it up and said it had water damage. I stood there dumbfounded, not once had my phone been near water. He said it was from sweaty palms or sweat on my head. I said come on dude the phone has no problems other than the dust, the water detecting strip isn't even all red it's no big deal, he wouldn't budge though. he told me to go pay 100 for a refurb (deductible)
-called sprint *2. summarized what just happened they said oh no they should have been able to fix it for you. I asked what now ? they said they could have a refurbed phone sent out to me instead of having me go back there. HOWEVER if there was water damage they would charge me (I'm sure there isn't though, the strip isnt' fully activated yet).
summarized
tl;dr - If you have dust, take your phone to the repair center, they can take it apart safely, without voiding the warranty. If you have a custom rom, just take out the battery before giving them the phone. If you have ANY signs of water damage, call *2, explain that you just tried to have the dust blown out at a repair center and they refused due to a minute amount of water on the sensor. they will ship one to you in 2-5 days.
I guess this is mostly my little rant on how much sprint likes to pawn their responsibilities of on the next person. Everytime i go to the damn repair center they say water damage !
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unlike vzw, sprint techs dont use the indicator strip as evidence of water damage. it can be a clue, but when they take the phone apart they have to find corrosion on the board to claim liquid damage. believe it or not they actually get paid to fix phones (and are tracked on when they fix a phone versus referring to insuance or having to exchange it) so the techs want to fix as many phones as possible. the hero dust issue is a very easy repair too.
also, theres no such thing as "not enough" water damage. when moisture gets on the strip it turns colors, plain and simple. yes, if it is submerged then it will get more red than if its just a drop of water, but a drop of water is all it takes to fry electronics. now chances are the warehouse wont look at it enough to charge you, but do be weary if the techs makred the device damaged beyond repair which they should have if they denied the repair in the first place.
unlike vzw, sprint techs dont use the indicator strip as evidence of water damage. it can be a clue, but when they take the phone apart they have to find corrosion on the board to claim liquid damage. believe it or not they actually get paid to fix phones (and are tracked on when they fix a phone versus referring to insuance or having to exchange it) so the techs want to fix as many phones as possible. the hero dust issue is a very easy repair too.
also, theres no such thing as "not enough" water damage. when moisture gets on the strip it turns colors, plain and simple. yes, if it is submerged then it will get more red than if its just a drop of water, but a drop of water is all it takes to fry electronics. now chances are the warehouse wont look at it enough to charge you, but do be weary if the techs makred the device damaged beyond repair which they should have if they denied the repair in the first place.
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the tech didnt get to look at my phone it was someone at the front counter he opened it up without saying anything to me and said oh theres water damage. the whole strip isn't red is what I meant. I never dropped it or came close to water so I'm positive it doesn't have water damage on the inside.
the person said that if the indicator is red AT ALL they can't touch the phone because they don't want to take a risk, they recommended that I took the phone to a third party store where it isn't guaranteed. I called sprint right after the tech store and they agreed with me though.
Sprint techs don't get paid to repair phones, well, not per phone. We get paid an hourly wage.
Some third parties will pay their employees per phone, but corporate employees don't get paid per phone repair.
I wish we got something per repair. I repair 3-400 phones a month. Even if we got a dollar a repair it would be nice.
I also have this problem. In the same house, my other phones are very clean on the lower screeen. Many GSM users of Hero have the same problem too. I only use my hero for 3+ months. I can see dust on my screen.
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?
Hey Everyone,
I just wanted to share my experience with sending my nexus one with an unlocked bootloader to HTC for cleaning.
Like a lot of nexus one owners, I started seeing dust under my screen after a few months (I always kept the phone in it's case while not in use). I called HTC and they sent me an email with a fedex delivery label. I sent the phone in on a Monday, and by the next day they had received it and posted a status that my phone was being diagnosed. A few hours later, the status changed to indicate it was being repaired. By Wednesday, they finished the repair and I received my cleaned phone on Thursday.
The best part: I had unlocked my bootloader and when I received the phone back the bootloader was relocked! This time, I gained root without unlocking the bootloader.
One issue however: My phone's IMEI is different that what it was when I sent it in. Not a huge problem, however some games I had no longer recognized my phone after I did a nandroid restore.
I hope this helps anyone who has a problem with dust under their screen and is reluctant to send it in for cleaning.
-a9
Interesting to hear that they cleaned it and returned the same phone. When I called them in may they said it will take two weeks and they will send me a refurb phone.
What was the process like? The Nexus I just bought form a dude from CL was kinda dinged up, which was okay, and the phone was perfect other than those few dings, I find out later(which he probably didn't care about but I do) was the back button isn't as sensitive as the other capacitive buttons and there's one spec of dust under the screen.
How do I start the process?
I had the same results a few months back, but I opted for a refurb instead of a repair. Told them I had dust under the screen, and the rep said, "OK, we have two options...repair or refurb." Not a single question asked.
staulkor said:
I had the same results a few months back, but I opted for a refurb instead of a repair. Told them I had dust under the screen, and the rep said, "OK, we have two options...repair or refurb." Not a single question asked.
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Any deposit or hold on the account?
EDIT: Just checked the phone, It has definite dust under the screen near the top and bottom. I am a shoe-in for a refurb now.
Same exact story for me. I also had a few dings in the bottom shell of the phone, they replaced that as well. Which is awesome. I just know it's my phone because the IMEI is the same, as well as a small little scratch on the screen is still there.
Also shipped a Cliq in to Motorola to get the keyboard repaired. I shipped them both on a Tuesday, got the Nexus back on that Friday. Didn't get the Cliq back until the Friday after. That's ridiculous.
My serial number and wireless MAC are the same but the IMEI is different.
Sent from my Nexus One using XDA App
Grrr, I will have to wait almost a week and a half to do this, since that's when I will have the funds available for the process. . .I don't want to wait a week! Lol, I want to have this done by the end of the week.
@Tito You don't need "funds" to do the repair, just send them your phone and use another for awhile. I lucked out and upgraded to the Vibrant, and then got my Nexus One back the day I was returning the Vibrant. Since it sucks and all.. Haha.
Wisefire said:
@Tito You don't need "funds" to do the repair, just send them your phone and use another for awhile. I lucked out and upgraded to the Vibrant, and then got my Nexus One back the day I was returning the Vibrant. Since it sucks and all.. Haha.
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I am wanting a refurb. Do they repair cosmetic stuff like dings or scratches on the housing aswell? If so I will just do that.
~~Tito~~ said:
I am wanting a refurb. Do they repair cosmetic stuff like dings or scratches on the housing aswell? If so I will just do that.
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Yes, they replaced my entire casing which had a few small scratches and one large ding on the bottom where I dropped it on the sidewalk. It's pretty wonderful.
Wisefire said:
Yes, they replaced my entire casing which had a few small scratches and one large ding on the bottom where I dropped it on the sidewalk. It's pretty wonderful.
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I will wait for the refutb lol, cs rep convinced me since everything is guarenteed to work and they make sure it has a new mobo and everything so its like new. I am down for that lol. But this wait time is gonna kill me, since I dont have all the money to do it.
staulkor said:
I had the same results a few months back, but I opted for a refurb instead of a repair. Told them I had dust under the screen, and the rep said, "OK, we have two options...repair or refurb." Not a single question asked.
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What was your situation? Unlocked bootloader and all? Did you mention it, did you get any charges, can you tell the whole story lol. I will have 500+$ on the line.
Nexus One Dev handset
I have the exact same issue with dust under the screen but on the lower left of the screen. I have two things working against me ;
a) I'm not sure if the handset is in warranty as it was given to me by a Google Staff member as it's a Dev phone.
b) there are superficial scratch marks from my keys on the casing which an engineer my assume are impact marks from a drop which is not the case.
what are my chances of it being repaired for free?
I would expect it to be out of warranty buy now if it came from a Googler.
I sent mine back due to my screen was impossible to use, sent it back, they replaced just about all inside parts, mother board and much more, I had the phone back in 3 days working great. HTC has done everything to make my phone perfect. I would not hesitate to purchase any HTC product, they are the best IMO.
Thank You HTC
I called HTC UK my phone is still in warranty period until December 2011. She also said the screen would be replaced free of charge as it is manufacturers fault if I wanted any additional repairs i.e. casing etc that I would have to pay for that, however I can still avail of the UPS pick up service. Price Quotation of £30 for new casing.
£30? That's bloody good!
I've my N1 off with HTC UK at present getting repaired, it for some reason stopped letting any SIM card connected to any network.
Sent it off last Thursday (24th Feb) and still not got it back yet. HTC repair tracking is telling me the repair is done but no sign of the phone as yet.
I have only been using this phone for about a week. has anyone has this problem and send it to htc to repair? does this cover under warranty??
This was a huge issue with my MT3G Slide. If I remember correctly, it is a warranty issue. You can send it to HTC or (not sure) I think T-Mobile will replace it. The problem is with the glue that holds the digitizer to the screen, it's crap.
Also, when you get your new phone go into a dark room and check for light leaks. Probably under the top shell so open the keyboard and look on the back side of the screen.
i have had my desire z for nearly 2 months now, no dust yet
I was in your spot a few weeks ago. Dust just magically accumulated under the screen one night. A few days later it bugged me so much I called T-mobile, explained that there is dust underneath the screen and that there is no physical damage on the phone. They sent out a replacement that night and I got it 3 days later. No issues no cost to me free shipping both ways.
They did this for me on a used phone I brought in too, so I'm sure there would be no issue getting yours replaced if its new especially.
chrisyeung88 said:
I have only been using this phone for about a week. has anyone has this problem and send it to htc to repair? does this cover under warranty??
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I had the same issue caused by the screen not being aligned properly with the casing which left a 1mm gap between the the screen and casing allowing dust and fluff to seep through. It's a manufacturing fault so just send it back to htc. If you're rooted, best to unroot first, you don't want to give them any ammunition;, )
Stea1thmode said:
I had the same issue caused by the screen not being aligned properly with the casing which left a 1mm gap between the the screen and casing allowing dust and fluff to seep through. It's a manufacturing fault so just send it back to htc. If you're rooted, best to unroot first, you don't want to give them any ammunition;, )
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did htc charge you? what is the procedure to take it back? and price for the courier?
chrisyeung88 said:
did htc charge you? what is the procedure to take it back? and price for the courier?
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It's covered on warranty, you don't have to pay for anything, best to contact htc via email to keep a paper trail on things. They will send out a courier to pick up your phone, it's only a simple procedure so it shouldn't take long.
Stea1thmode said:
It's covered on warranty, you don't have to pay for anything, best to contact htc via email to keep a paper trail on things. They will send out a courier to pick up your phone, it's only a simple procedure so it shouldn't take long.
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Click to collapse
when i contact htc.... they said "At that stage the choice is given to either go ahead with the repair or have the phone returned. To have the phone returned a fee of approximately £20 for courier costs and the evaluation is applicable." which makes me slightly confused
you still have dust problem after the fix?
Had my g2 for like 4 month no dust. That's good am with T-mobile. They will replace your phone even if you have the the smallest problem.
Sent from my HTC Vision using XDA App
chrisyeung88 said:
when i contact htc.... they said "At that stage the choice is given to either go ahead with the repair or have the phone returned. To have the phone returned a fee of approximately £20 for courier costs and the evaluation is applicable." which makes me slightly confused
you still have dust problem after the fix?
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Click to collapse
I'm slightly confused myself, the way I interpret your text is that after evaluation should you decide not to have your phone repaired then they will charge you for courier costs to have your phone returned to you. Like I said previously it should be covered by warranty so you won't have to pay a penny.
After repair, the dust problem is soughted.
Depending on how bad the dust is...take your phone and repeatedly, but lightly tap it on a table...the dust particle will eventually, make it to the edge of the screen and get "stuck there" and you won't be able to see it anymore. At least, most of the time, it will.
verkion
Dust problem does get worse..... only time I am free enough to let htc collect my phone is easter....
Mm... I will try the tap method.......
Sent from my HTC Vision using XDA App
What a bummer, that's a long wait. Just so that you're aware it doesn't have to be your home address, you can use friends, family, work etc. address. The courier can just pick up/drop off even when you're not there.
Stea1thmode said:
What a bummer, that's a long wait. Just so that you're aware it doesn't have to be your home address, you can use friends, family, work etc. address. The courier can just pick up/drop off even when you're not there.
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Click to collapse
oo how?? as currently im living on student accommodation. don't really know how can i let them pick up. and prefer not to drop off bk at the accommodation office too
Have had my G2 since release and no dust yet
tried the tap method... but nothing happen..... dust is getting closer to centre now... as more dust gets in
I don't know if this thread is still alive, i hope it is.
Well, I got my G2 just about a couple of weeks ago. Got it off kijiji, cuz the gentleman who sold it to me told me that it has warranty till september 2011, i decided to buy it. It still does have warranty. It has got 2 problems, 1 with battery, the phone is s-off, rooted, and modded with CM Nightly RC1, and the battery just runs out very quickly, i have to charge the phone atleast twice a day. and 2nd is with he screen, it has got dust underneath, on right hand top corner, so i decided to call htc directly and find out if i can send the phone off for repair, and if i could get a replacement battery.
The girl on the other side was nice enough that she is sending me a new battery, so one problem will be solved, then I asked her if i can send the phone back to them to get it fixed.
I am actually worried about 2 things. One is how do I put the stock rom back on the phone? I am not a great modder and don't really know(i think little bit research will help, as i found this thread after search) and two is i am really afraid of htc charging me for something i might not have done. such as liquid damage. physically the phone looks great. no scratches or any sort of physical dent marks. but liquid damage is something really scares me out.
what should I do?
I need some advise from my fellow xda folks... Please help me out...
As far as i know, if you grab the official firmware from bell, (i assume bell because you said kijiji and that is normally canadian), load that up and make sure your recovery is stock, htc will not even know if you had a custom rom in it.
As for the water damage, there is usually a small white sticker where the battery usually sits. This sticker changes colour if it is exposed to excessive moisture. If this sticker is still white, then you are fine.
Sent from my HTC Vision using XDA App
Athrun88 said:
As far as i know, if you grab the official firmware from bell, (i assume bell because you said kijiji and that is normally canadian), load that up and make sure your recovery is stock, htc will not even know if you had a custom rom in it.
As for the water damage, there is usually a small white sticker where the battery usually sits. This sticker changes colour if it is exposed to excessive moisture. If this sticker is still white, then you are fine.
Sent from my HTC Vision using XDA App
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Not actually, i got the G2 off kijiji, the tmobile version which i use for my wind mobile sim card.
I called htc directly and the girl on the other side said the phone is fixable being in canada but i m just curious and concern about the charges they might apply to fix this... i asked her specifically that if i m in canada are you sure there will be no charge for me to pay? she said, we will require your credit card which has at least a dollar value on it, just for security(which i thought is weird as i have N1 i had to sent out for repair and they didn't ask for my credit card info... i asked her and she said N1 and G2 are two different cases handled by two different operational teams, they don't require info for N1 as its a Google phone, while G2 is sold by tmobile, my cc info they will use in case if there is any liquid or physical damage and i will have to pay for at least shipment back which is $35)
regarding the sticker, i can see a small white rounded sticker underneath the battery which is fairly white so far... i assume that's the one and doesn't look like it has changed color significantly, but I am still afraid - i think i might color blind... lol... i had a problem before with rogers bb bold, where i sent the phone in for repair and they said it has got liquid damage as the sticker has turned blue and i had to pay $250 for it...
That's the reason I need suggesions from ya'll people... how can I make sure my phone is damage free and can get the dust problem fixed?
i am really scared and totally confused...
creativedevil said:
Not actually, i got the G2 off kijiji, the tmobile version which i use for my wind mobile sim card.
I called htc directly and the girl on the other side said the phone is fixable being in canada but i m just curious and concern about the charges they might apply to fix this... i asked her specifically that if i m in canada are you sure there will be no charge for me to pay? she said, we will require your credit card which has at least a dollar value on it, just for security(which i thought is weird as i have N1 i had to sent out for repair and they didn't ask for my credit card info... i asked her and she said N1 and G2 are two different cases handled by two different operational teams, they don't require info for N1 as its a Google phone, while G2 is sold by tmobile, my cc info they will use in case if there is any liquid or physical damage and i will have to pay for at least shipment back which is $35)
regarding the sticker, i can see a small white rounded sticker underneath the battery which is fairly white so far... i assume that's the one and doesn't look like it has changed color significantly, but I am still afraid - i think i might color blind... lol... i had a problem before with rogers bb bold, where i sent the phone in for repair and they said it has got liquid damage as the sticker has turned blue and i had to pay $250 for it...
That's the reason I need suggesions from ya'll people... how can I make sure my phone is damage free and can get the dust problem fixed?
i am really scared and totally confused...
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Click to collapse
Ahh, just wanted to clarify since I didn't see any of the T-Mobile versions on Kijiji when I did my shopping.. If that's the case and you have the G2, then you should be able to pop by the T-Mobile site and grab the stock ROM off them. I also saw a list of stock roms somewhere on this site for the DZ/G2.
If the water sticker is whitish, then it's still good. As long as it's not red/pink or blue, those would be a sure sign of water damage.
The only reason why they would need a credit card, in my opinion, is for any unexpected charges that they would apply to it in the case of a necessary repair that is not covered under warranty. But other than that, I wouldn't know why else.
I hope you get it sorted out.
Regards.
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
huntb said:
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
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Click to collapse
Did you submerge it in water? Smash it with a hammer? Fry it in the microwave? If so, they are not going to honor the warranty replacement. If not, I think you are over thinking it. I have to imagine that they expect some damage to the plastic housing, if the drop was enough to shatter the screen.
dcallan said:
Did you submerge it in water? Smash it with a hammer? Fry it in the microwave? If so, they are not going to honor the warranty replacement. If not, I think you are over thinking it. I have to imagine that they expect some damage to the plastic housing, if the drop was enough to shatter the screen.
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Click to collapse
This is what I'm wondering as well I dropped mine and it landed on the corner. A bit of the plastic housing broke off as well as a small chunk of glass. Screen still works fine, so I decided to wait and save my replacement in the event I have a more serious accident.
I was planning on getting a replacement after approx 1 year, does anyone know if that bit of housing that broke off is going to stop them from honoring it? Anyone have any experience with something similar?
huntb said:
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
Click to expand...
Click to collapse
i think the only mention that fell while it was raining, its what it ruined it for you, they assumed water damage, you should just said that you dropped and broke the screen. thats how they roll.
They said they would check it for water damage once it was received by the warehouse. They said they inspect every phone that comes back for the screen assurance program. Even if I wouldn't have said that it fell while it was raining, they would still see if it had water damage. I don't know if it does or not but there is no way to find out without sending it back in. When I do they can charge me $500 if it does.
00McD00 said:
This is what I'm wondering as well I dropped mine and it landed on the corner. A bit of the plastic housing broke off as well as a small chunk of glass. Screen still works fine, so I decided to wait and save my replacement in the event I have a more serious accident.
I was planning on getting a replacement after approx 1 year, does anyone know if that bit of housing that broke off is going to stop them from honoring it? Anyone have any experience with something similar?
Click to expand...
Click to collapse
Droid Turbo Screen Assurance FAQ's
Quote from the above website: "This one time replacement covers only a cracked display. If you have already received a replacement under this program or the device is found to have been subjected to other physical damage such as crushed or damaged housings, liquid damage, software or hardware alteration, it is not eligible for a replacement under this program."
"A cracked display refers to cracks to the outer glass/screen portion in the front of the device. Any damage that also includes a cracked housing, missing glass fragments or other significant structural damage to the housing does not qualify for the Droid Turbo Screen Assurance program. If you re unsure if your device meets the qualifications, you can visit a Verizon Wireless retail store to speak directly with a sales representative."
"If your Droid Turbo has been subjected to neglect, misuse, liquid damage, software or hardware alteration or unreasonable wear and tear, it is not eligible for a replacement under this program.
Note: Do not return your device under Droid Turbo Screen Assurance unless your damage is covered under this program. If you do, you ll be charged up to the full value of the replacement device, which may be in excess of $500, even if you subscribe to an Equipment Protection program. "
But the Verizon store sent it in, not you, right? Shouldn't they be responsible if they did not properly evaluate the damage? They can't charge you $500 for their mistake.
When I saw the screen assurance thing when I bought my turbo, it seemed too limited to warrant going without insurance. All it protects you from is if the screen cracks and nothing else experiences any damage. In my mind, this is only good for saving me the insurance deductible in such a cracked screen-only event.
First, they can actually replace just the screen. Second, if they didn't screen for other damage then any yahoo who had something happen to his phone would just crack the screen and ask for a new one.
I'm sure they'll fix the actual screen like they say they will then if anything is messed up past that it's on you.... because that's how it's written. A big selling point of this phone for me was that I can go case-less until i scratch up/crack this screen then I'll get my replacement and put a lifeproof on it.
They don't replace the screen or send your phone back in for you. They send you a replacement phone with a prepaid return shipping label and you are responsible for sending the broken phone back to "the warehouse" where they will analyze it and determine whether or not it qualifies for the screen assurance program. If not, you get charged for the price of a new phone.
Here's my experience with this whole thing. I dropped my phone in a puddle it was submerged for about 30 seconds. Put it in rice and it came back to life. Two months later I cracked my screen. Brought it to the VZW store, they ordered me up a new one after verifying some info. Two days later I had my refurbished phone and sent the damaged one back.
Haven't had any charges to my account. Doesn't seem like they check these returns too thoroughly unless you admit your guilt.
Sent from my XT1254 using XDA Free mobile app
Long as it isn't water damaged
I dropped mine ~3 weeks after launch. I got lucky that they didnt have a refurb available and received a brand new device. That being said my screen was shattered to the point of glass falling out of it, and the screen was completely black and didn't light up at all. Phone still worked, but was stuck in a bootloop at the droid logo and wouldn't even finish turning on. They still replaced it. I even forgot to send my old phone back for like 30 days, and they credited my account with the amount they had charged me the same day they received it back.
I am more worried about the "software modifications" section, since I had rooted my phone with moforoot. I returned it back to stock, so it shows "official", however the qe counter is still 0/1 which means it is not currently rooted, but was rooted in the past.
It has been about 5 days since I got notice that my old phone was received. Will have to see.....
I fail to see how rooting a phone can cause a screen to crack though
Verizon can quickly do a full reflash, so what do they care?
Don't say you dropped it
Last week I set my phone down on a rock to take a picture of a guy with his phone. When I came back to my phone, it looked like the wind had blown it, fell 2 feet, and cracked the screen. I called VZW Tech Support today, and when they asked me how it cracked, I said that I had dropped it. BAD MOVE! The rep then said that I had voided the warranty by dropping it, and couldn't replace it under the Screen Assurance program. I then asked for a supervisor, told her that I had misspoken and that I had not actually dropped the phone (which was true). She thought that laying it on a hot rock could have caused it to crack, because the manufacturer's defect has to do with the glass overheating and cracking.
So don't tell them you dropped the phone!
I got mine taken care of.. no issues.
i just requested mines, the order has been placed... i hope they dont bull**** me when they receive mines.
Whoever the rep was that says they won't cover it if it was dropped obviously doesn't know the program. They were probably just giving their standard response for other phones.
On the "software modification" issue, It has been over a month since I sent my phone back that I had rooted with MOFO and thankfully they have not tried to charge me for the replacement phone. So long as you revert any rooted phone back to stock it probably won't be an issue getting it replaced under the screen assurance program (though it's not a guarantee).
Is this program only for those who bought the Turbo straight from Verizon? I bought mine on Amazon because they had a better price than Verizon. Am I still eligible?
The FAQ for the Screen Assurance Program is here:
http://www.verizonwireless.com/support/droid-turbo-screen-assurance-faqs/
It doesn't specifically say it has to be purchased through Verizon, It just says it is for 2yrs from date of purchase of a new Droid Turbo.
On my s4 & note 3 that I had rooted before asking vzw for a replacement cause of various problems I had found after rooting both phones, I unrooted them & sent them back & had no problems with the replacement policy. So as long as you unroot the phone or brick it before sending it back they don't really care if it's been rooted before cause I don't think they really can tell cause the flag that gets tripped when rooting becomes untripped when you unroot your phone & as far as bricking your phone it then becomes impossible for them to tell if it's been rooted before.