Database Users

"illegal firmware"

Ok, need a bit of help to know how much repairs will cost...
My phone got sent back 3 weeks ago to HTC via Carphone warehouse to have screen replaced as it had the known issue with the "oil" effect and the screen not responding
Upon it being sent back, HTC have now held my phone, waiting responce off myself saying that "illegal firmware" is present on the phone and it will require a motherboard replacement and has had the warrant fully voided.
I dreaded this senario as I thought this could be the case, as I had one of Duttys firmwares install but couldn't revert back before I sent it due to the broken screen.
Anyone got any idea of cost? or ways of working around this issue and getting the to think it still is warranty covered?
I am so gutted and upset, really can't afford a new screen and motherboard ! Im guessing it will be costly?
Aside from this do you feel HTC have grounds to be able to refuse to fix a hardware issue and say it needs a new motherboard to correct the "illegal firmware" before they will ever consider looking at the damaged screen?
Anyone have any ideas of info? It's a real shame HTC have this attitude, it's just putting further limits on allowing there device to be used to full potential

Moved out of development

My two cents (altho I'm no expert)
Maybe you could get angry with HTC - explaining this is a hardware fault, not a software one, (although I've heard they don't accept that)
Or you could probably reinstall stock ROM, just by working out the key presses (e.g. hard reset, that run USPL, then run firmware upgrade)
But now they know you've used Dutty, they might still quibble.
But it's not right they refuse a hardware problem because of a a software change, as they're not related, and I remember someone else on this forum playing hardball and saying they were going to get their lawyer involved, you could threaten that?

smeddy said:
My two cents (altho I'm no expert)
Maybe you could get angry with HTC - explaining this is a hardware fault, not a software one, (although I've heard they don't accept that)
Or you could probably reinstall stock ROM, just by working out the key presses (e.g. hard reset, that run USPL, then run firmware upgrade)
But now they know you've used Dutty, they might still quibble.
But it's not right they refuse a hardware problem because of a a software change, as they're not related, and I remember someone else on this forum playing hardball and saying they were going to get their lawyer involved, you could threaten that?
Click to expand...
Click to collapse
Well it's took them to the 28th day to respond with this message about it being "illegal software" after another 8 day it took carphone warehouse to send it to HTC repairs... So it's already been over a month since I last had my phone... Im just worried that if I hold out and argue, it's going to add another month onto the wait, and then my phone will have been gone for such a long time.
I might just ask them how much do they think the repairs cost for the Motherboard, but then I envisage them saying along with motherboard, they will want cost for a new screen too !!

My edvice is to take your HD back and gave to any phone repair shop , they are able to replace screen, as for software ,once you have screen fixed you'll be able to flash again and use it , new screen don't need any software to run . I know that as fact because I work in phone repair shop .This is cheapest solution for u because HTC will definately charge you for foulty screen plus motherboard , and that will cost you almost the same as buying new HD.Sorry for bad English.

if you can get it back and cant work out the keys download mymobiler, It auto installs to ppc when connected

As mentioned, get it back and have it done locally...you don't have time for HTC's games!

As already stated by a few people, your best advice is to ask for it back and get a screen replacement locally. Also, for them to say its needs a new motherboard seems a bit 'over the top' as well!

Does HTC have a centralised device blacklisting?
If not he can get it back and flash factory ROM and give it in a different service centre.
BTW HD screen is toooo delicate, a guy who broke it with pressure against his chest wall in a crowded train, got it replaced, don't know costs but they flashed factory ROM for him and warned him that illegal ROMs not only voids warranty but they may refuse to service the device.
BTW replacing motherboard for ROM flashing is too harsh a punishment IMHO.

Phone is in your hands now and does phone power on normally ? If it is , just flash back stock SPL and ROM via PC. After that send again to htc repair centre (send it by some friend, not you)

UPDATE
Spoke to Carphone warehouse, who further read me the message HTC sent them, then realised that HTC contact them over 21 days ago about this responce, but nobody updated me.
They then transferred me back to my local store, saying they have no idea where to go next.
Who then passed me onto a contact directly at Carphone Warehouse repairs centre near me.
Spoke to a guy there who was very helpful.
He got HTC on the phone, who were argueing about the Firmware. Refusing to do any further work, untill screen is replaced.
Now HTC are awaiting my phone call, they have given me my IMEI number and said I can contact them to try and disscuss this further.
Fingers crossed.

This makes me a bit hesitant about installing new rom on my brand new Touch HD.

I am so lucky that I live in Germany...
No such problems... in the first six month, THE SHOP where you bought it HAS TO PROOVE that the cooked ROM is really responsible for the hardware failure.
After that you still have another one-and-a-half years where you can easily proove that a simple ROM isn't able to kill the display in this manner.
If this was my case in my country, I would have set them a deadline to repair, bought a new phone and sued them for compensation.
Can't believe your case... but if you are really depending on the manufacturers guarantee, then... good luck!!! Don't you have any warranty claims (in USA?) against Carphone Warehouse as seller itself?

hey make sure you get the screen sorted them downgrade, HTC want to charge me 151 for a new motherboard

HTC Service/Labour charges

Hey,
I'm in the UK.
I've got a bit of a problem. I brought a HD from eBay, and when I got it, it wouldn't turn on.... several replacement chargers and batteries later, it just won't power on... the charging light won't even indicate any activity.
My real problem is that the phone was shipped with a 6.5 ROM on it (which I knew about).
My question is, does anyone know how much HTC are likely to charge once they find out that its got non approved software running? I went through the returns process, and saw on the T&C's that they will charge for repair, servicing and labour charges if the phone is running 'non approved software modifications'
I am going through the dispute case with PayPal and the seller, but I'm just keen to get a resolution soon, as PayPal won't have a response 'till mid October.
Cheers,
Glen

Why not flash a stock rom then return device for repair as no non-approved software would then be on device?
Stock roms can be found here. Guide to flashing here.
If your having any difficulty flashing, post your query within flashing thread.

re: krowboi
Can't answer your exact question re: service charge but very well timed post as I was sending my device back this afternoon with modified software on it so thank you for the heads up.
I did call HTC this morning and queried if modifed software would invalidate the warranty and the message was their labs would diagnose the device to determine the fault and if the modifed software caused the fault then yes I would be liable.
Too much of a grey area so I will be reflashing with the stock ROM and sending back for repair.

gktk said:
re: krowboi
Can't answer your exact question re: service charge but very well timed post as I was sending my device back this afternoon with modified software on it so thank you for the heads up.
I did call HTC this morning and queried if modifed software would invalidate the warranty and the message was their labs would diagnose the device to determine the fault and if the modifed software caused the fault then yes I would be liable.
Too much of a grey area so I will be reflashing with the stock ROM and sending back for repair.
Click to expand...
Click to collapse
If you have HSPL flashed, you will probably be charged. In another thread, a guy received a comment back from HTC that HSPL was the main cause for the main board failing - whether this is truc or not has not been prooved.
I had to return my phone that had HSPL - however as the main board was completely dead - ie the phone would not boot, they just replaced the main board. I now only flash with SPL - it gives a much easier path to get back to stock rom if any issues start occuring.

You have bought a phone on eBay that on delivery, did not power up. Then spent money on batteries and chargers, and the phone still won't turn on. Now you want to spend money on repairing it?
I would imagine after shipping, parts etc that your bill from HTC will not be too far from the price you paid for the phone. So if I were you, and desperate to have a working HD, I would be looking for another on eBay and waiting for Paypal to refund you for this one.

From my experience in the U.S., they will charge you more than you paid for the phone to reflash an original ROM. They always say that the motherboard has to be replaced.
Great phones, but their service is based on Mafia principles.

Thanks for the replies.
Think I'm going to wait for PayPal to do their thing
cheers

Can I ask a similar but related problem?
After treating my Blackstone like a baby for three months, I left it alone on a table at a friend's house, only to return and find someone had spilt drink all over it.
Now the power button doesn't work/battery drains in three hours etc. etc.
I can reflash to stock ROM, but I was wondering if/how much HTC would charge to repair it for me?
I don't mind paying a bit, but just wondering if anyone has rough estimates.
Thanks, good luck with yours

Bricked HD2

Yep. I bricked my HD2 by flashing the 51. Last night, half asleep I did it. I was running droid for about 2 weeks no issues. Phone is dead, won't power on. Tmobiles policy is because I didn't buy the phone from them, they will not warranty it. HTC service center is opened M-F.. If they dont want to fix it, anyone know of any online sources that would like to fix this?
Phone is completely bricked, doesn't power on. No led lights. Seems loader / spl is gone. Paper weight. I know theres 10000 threads about bricks, but I didn't see any about repair centers or reputable members of this great community who are unbricking them. Any ideas?

Sorry to hear that. Others might know how to get it back up running but in case no one does. Not sure how it is in the States but in Switzerland I never had luck with Official HTC Repair Centers. They might be able to fix something realy easy like doing a hardreset. but they always quoted me a huge price to fix anything else. Basically replacing it for the original full price. For about a third of that I was able to buy a new one on Ebay. Got my last T-Mobile HD2 for $242. If your old one is still in good cosmetic condition you can still sell if for parts and get atleast $120 to $200 depending on how you do it. The HD2 Screen and Digitizer is worth allot of money because its so big. But I hope you find someone that knows how to fix it. Good luck.

Yeah your HD2 is completely and hopelessly bricked if you flashed a .51 radio. Currently there is no way that we know of to recover from this, other than sending it to HTC and letting them fix/or replace it. You are looking at around 150USD +/- if in warranty, and God knows how much if you aren't. Don't be sleepy and flash kids!

Wow,
Even with JTAG there is no way to recover? That is such fail on HTC behalf...
I know that its negligence on my behalf for flashing it, but the fact that it bricks the devices like this is just
And if the phone is under warranty .. lets say power goes out when flashing an official tmo rom.. wouldnt it brick in the same sense?

yes jtag willdo it, but its about 100 dollars for the kit, and you have to totally dismantle the phone.

I've used the Riff-Box to un-brick my HD2 but I'm no electrical engineer. There are some engineers at the following link (hxxp://preview.tinyurl.com/25unuds) that offer to repair a range of devices. Hope you find someone local

ty. There are two local people here in the usa
Thanks!!

I bought my phone on craigslist with a cracked screen.. I also bricked my phone from flashin .51 without paying attention..
I called HTC and told her directly what I did, she told me they could fix it with no problem.. and that it would be between $50 and $170..
When they got the phone, she told me they had to replace the motherboard in my phone and would do it for free as long as I paid for the cracked screen, which was $120.
I have my phone back now, good as new

PJHORN said:
I bought my phone on craigslist with a cracked screen.. I also bricked my phone from flashin .51 without paying attention..
I called HTC and told her directly what I did, she told me they could fix it with no problem.. and that it would be between $50 and $170..
When they got the phone, she told me they had to replace the motherboard in my phone and would do it for free as long as I paid for the cracked screen, which was $120.
I have my phone back now, good as new
Click to expand...
Click to collapse
How long did the warranty process and shipping take?
Did you have a different SPL? Because I was running droid on mine.
But if I tried to flash to the .51 wouldnt this reset the spl?

PJHORN said:
When they got the phone, she told me they had to replace the motherboard in my phone and would do it for free as long as I paid for the cracked screen, which was $120.
Click to expand...
Click to collapse
i suspect htc use screens and boards pre assembled when doing repairs. a friend had his cracked glass repaired (paid repair by htc) and i sent mine in with a faulty usb port(so new board, screen fine) and in both cases we got new boards and screens, but the back of the phone was the same.(both have full body zag, still in place, but not on the screen, plus new imei numbers.)

HTC HD2 warranty issues and how HTC treats them?

I've had my HD2 for just over a year and the touchscreen stopped working as for so many others. Mine is in pretty much original condition and I think all I put on was the CHT screen editor.
Did a factory reset while on the phone with customer support and problem was still there. Do any of you have any experience with the warranty department as far as what they see as a out of warranty device due to any software on it that isn't original? I don't want to send it in only to hear that it's out of warranty because of the screen editor or something like that as they'd still charge me $25 just to look at it and get it back.
Would appreciate any input. Thanks

as long as it is back to stock (no hspl) and the rom on it that it should have, i wouldnt have anything installed when you send it back, then they should be ok,

Demon_man said:
as long as it is back to stock (no hspl) and the rom on it that it should have, i wouldnt have anything installed when you send it back, then they should be ok,
Click to expand...
Click to collapse
Yup, think manufacturer wise I would say.
The more it looks like it comes fresh out of the box the less they have a reason to say that it something you did.
I also recommend the most up to date rom from HTC (check the website and with your serial number) and flash that. I had that issue with my Touch Pro which still had the original rom, but with a hardware issue. They sent it back with 'fixed' and a newer rom. Had to sent it back again because it was the motherboard.
Good luck and a speedy repair for the HD2!

Hi,
Did HTC repair your hd2 under warranty? My touchscreen isn't responding either, and i'm curious wether HTC will repair it under warranty. The device is about 18 months old.

jordy1990 said:
Hi,
Did HTC repair your hd2 under warranty? My touchscreen isn't responding either, and i'm curious wether HTC will repair it under warranty. The device is about 18 months old.
Click to expand...
Click to collapse
Had to send mine back in last year for the same problem(screen unresponsive); just reflash it to a stock rom and they won't have any problem(there's a 24 month warranty in the uk at least on HTC products).
Just about to send it in again as the microusb port has became unreliable.

Sent mine back last week after weird problems. I flashed the stock rom using my serial from the HTC website but still couldn't get into bootloader. Then I flashed HSPL and managed to get stuck on the O2 screen - so somewhere between the stock rom and HSPL - it could have gone either way but I had to bite the bullet and sent it back to HTC with my fingers crossed.
I kept my HD2 immaculate, so maybe that helped - not a mark or slight scratch on it in over a year and it looks like they've come good for me. I was in the process of getting it ready for ebay to fund my (already purchased) Sensation when it all went tits up so I'm made up they've been so good. I guess it depends on who you get, how you speak to them, what you've done to your phone and what condition it's in when you send it to them. They ask for a proof of purchase too so maybe it helps if you've had it a while (i.e. not just bought it off ebay in that condition) and you paid reasonable amount of money for it.
Uploaded with ImageShack.us

You know I personally sent a rooted phone with a custom rom back to t-mobile that stopped working. I had to because it wouldn't boot at all. They did not charge me even though they said if they find unauthorized software or damage outside of the warranty they would charge me $100. Now I don't suggest you take the chance because they always could charge you. what I would do is simply make sure it's back to stock first before you send it in.
Sent from my Desire HD_2 using XDA App

Please go back to stock when taking your phone for warranty repair

Hey.
I had a HTC Leo today at work (I work at htc warranty repair) and the problem was that the phone could not be charged. I confirmed this by trying to charge and then was going to change the mother board to fix the problem.
For some reason I decided to turn the phone on with another battery, and check it out.
The phone booted to android.
Even though I myself have a rooted phone and follow these forums every day, I was forced to break the warranty stickers inside the phone and then send the customer an email asking if he wanted the phone to be repaired off warranty.
The changing of motherboard would cost him over 300$ dollars, which could have been avoided by getting a cheap spare battery and going back to stock.
Now he will never be able to get any problems in the phone repaired by warranty :/
So please, if you send your phone to warranty repair, go back to stock.

You had to do it? Someone was looking over your shoulder?

Spaqin said:
You had to do it? Someone was looking over your shoulder?
Click to expand...
Click to collapse
Even if nobody was looking over his shoulder, he should not be expected to sacrifice his integrity and risk his job just because he's sympathetic to the customer's problem. The customer should have had the sense to return the phone to stock condition before sending it in for warranty repairs.

Hi there.
I did that, but it did not work?!
I´m (was) using MIUI on my HD2. Last week i opend the internet browser of my HD2, then there was a short "lag" and after that lag the touch is gone broken.
I flashed back to the roots and sent it in for warranty.
Now i got a letter in which they mention that i broke the warranty terms and have to pay 430€ for a broken touch?!? that is crazy...
they also gave my a link to a picture of my phone.
See attachment. So what is the Problem?

That spl is only stock for tmous phones, if you have a regular hd2 with spl 2.x, even a 'stock' 2.08.0000, then it can only get that way using warranty breaking methods.

hack, thats a piece of sh.. .
I think it won´t help to retrieve it and send it in with another spl, because they saved the data from the last order?.

No probably not, but it will almost certainly be cheaper from a third party repair shop. For 430 euro you could buy almost two mint condition 2nd hand units on eBay.
Course, if HTC do a paid repair, they should at least offer warranty on the repair.(maybe?dunno)

hmmm. But the risk of sending it in again to the same company high.
They want me to pay about 28€ only for sending the Phone back to me, because theres no warranty left. so if it does not work the second time, i have to pay that twice... maybe more because of attempted fraud!?
I send it in to Arvato. Do you know any other warranty company for the HD2 i could send it to?
Or i´m bound the company that is mentioned on the site i bought the phone?

The warranty is already broken. The tech most likely broke the warranty seal when he discovered the spl had been tampered with. Just like the OP in post 1.

ah, ok. Think i ****ed with 520€. That feels really bad...
so, lets wait for Miui M1.

no worries.
if it were me, id get the phone back and find a local repair shop to fit a new screen. should cost about 100 Euro for the part, plus a bit for fitting. BUT be sure its a reputable shop, and they offer you some kind of guarantee, cos there's a fair few stories where a repair shop has broken the cables to the buttons, or similar, and wont re[pair them.
OR, id spend 150/250 euros for a 2nd hand one on ebay, and keep the broken one for use as a spare mainboard.

don´t want to spend money on it. Was about to buy a new one anyway. Just waiting for Miui M1.
I will retrieve it and try to sell it with all equip for some euros on Ebay.
thanks for ur infos on that topic.

samsamuel said:
The warranty is already broken. The tech most likely broke the warranty seal when he discovered the spl had been tampered with. Just like the OP in post 1.
Click to expand...
Click to collapse
You could go for new warranty stickers from ebay.
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
But hey, if what I just suggested is illegal where you live, DON'T DO IT.

i had looked up my problem yesterday with the keyword "touch not responding" and found many complains about that. Seems to be a generall problem with HD2 that seems to come from dust. there are some solutions i´m gonna try.

se1988 said:
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
Click to expand...
Click to collapse
Ah but they can't tell its a flash brick (I assume you're talking about tmous radio bricks) and without proof they have to uphold the warranty. The only way to start the phone would be to JTAG it, which would wipe the hspl evidence.

Does it then matter if the phone is out of warranty anyway, and you know your going to have to pay for it? Is it even worth going back to stock?

se1988 said:
You could go for
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
But hey, if what I just suggested is illegal where you live, DON'T DO IT.
Click to expand...
Click to collapse
Might fool someone, if it is really well manufactured. Even though the seller claims they are original, they are not. The strip containing the original stickers looks very different.
cmajewsk said:
Does it then matter if the phone is out of warranty anyway, and you know your going to have to pay for it? Is it even worth going back to stock?
Click to expand...
Click to collapse
Doesn't matter if it is already out of warranty.