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Hello. I just wanted to get some insight on some people who have successfully SWAPPED their phone with an unlocked bootloader because of a manufacturing defect.
My phone originally did not have dust under the screen and I unlocked it. Within 2 weeks it accumulated a TON of dust, called HTC, let them know I was unlocked with dust under the screen, and got my swap going. That was 3-4 weeks ago. I have my new phone (unlocked, however the bottom casing has a sliver of plastic chipped off and the screen isn't flush).
Today I got an email saying my estimated repair bill was $196.00 else I had to pay a triage fee to get my old phone back ( I'm not sure if they will charge the $560.00 for the swap phone as well.) I called and talked to a rep. All he said was that my MB needed to be replaced and shouldn't be charged. He issued and escalation and hopefully I can have this taken care of soon.
If anyone else has had a similar experience, or like stated, SWAPPED an unlocked phone no problem, please let me know how and if you had to ream HTC untill you got what you needed.
PS. My philosophy is if I brick a phone, tough ****. Its my fault. However manufacturing defects as such I have had are unacceptable on a nearly $600.00 unsubsidized phone. I wouldn't mind paying 30-40$ even. But 200 is just outrageous.
Thanks everyone.
Hitorii
LOL, it seems like HTC is saying peoples MB are broken a lot lately.
I had mine swapped and they didn't mention it at all, most likely because I didn't mention it.
cekle said:
I had mine swapped and they didn't mention it at all, most likely because I didn't mention it.
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Is your ticket closed?
McFroger3 said:
LOL, it seems like HTC is saying peoples MB are broken a lot lately.
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my thoughts exactly... i wonder if they are doing this strictly to people that have unlocked bootloader...
Just a heads up. I PM'ed swetland and he forwarded my message to google's side of HTC and Nexus one, perhaps this will help my cause.
Worst case scenario I'd like my old phone back and pay the 28$ triage fee and send back the one the Swapped phone ( as not to be charged the $560 for the POS scratched up phone they sent me as a "swap"). That's not unreasonable, is it?
Hopefully though someone will get back to me and let me know whats up and see to get it fixed. As a note, my current Nexus One is not unlocked.
Keep the comments rolling. I'd really like tips to deal with customer service, and it's better to have real world proof of someone actually doing this as it set the precedent. Ay?
Hitorii
Currency: Pound Sterling
Item Price
Level 1 - MB replacement 86,08
Labour 18,00
Delivery 6,87
VAT 19,42
Total 130,37
T_T
DJFliX said:
Currency: Pound Sterling
Item Price
Level 1 - MB replacement 86,08
Labour 18,00
Delivery 6,87
VAT 19,42
Total 130,37
T_T
Click to expand...
Click to collapse
Ouch. Mine doesn't even say MB or anything, just a $196.00 USD repair charge. No charge for labor or delivery... I really want this to get fixed today.
I'm in a similar situation now too. I mentioned I was rooted so I couldn't do the swap to begin with. I sent it in for repair and got the $196 price quote too. They wanted to replace a whole motherboard for a dead pixel.
I also escalated on wednesday and today they are being very stern about it not being under warranty.
I did find out that they are wanting to replace motherboards on rooted phones automatically. This is supposed to reinstate your warranty but also have you on a locked bootloader once again.
lazaro17 said:
I'm in a similar situation now too. I mentioned I was rooted so I couldn't do the swap to begin with. I sent it in for repair and got the $196 price quote too. They wanted to replace a whole motherboard for a dead pixel.
I also escalated on wednesday and today they are being very stern about it not being under warranty.
I did find out that they are wanting to replace motherboards on rooted phones automatically. This is supposed to reinstate your warranty but also have you on a locked bootloader once again.
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Click to collapse
So they basically charge you $196 to re-lock your boot-loader, what a bunch of crap.
McFroger3 said:
So they basically charge you $196 to re-lock your boot-loader, what a bunch of crap.
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yes i guess this should be updated on the "relock your bootloader" thread.
so far the only way to relock your bootloader is to mail your phone into htc repair and have them rape you for $196 lol
lazaro17 said:
yes i guess this should be updated on the "relock your bootloader" thread.
so far the only way to relock your bootloader is to mail your phone into htc repair and have them rape you for $196 lol
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Click to collapse
So did you suck it up and pay? I'm wondering what can be done. They told me I was OK, they let me swap after telling them. If you could go into detail about your exchange of words with them it'd be appreciated.
Hitorii said:
So did you suck it up and pay? I'm wondering what can be done. They told me I was OK, they let me swap after telling them. If you could go into detail about your exchange of words with them it'd be appreciated.
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Not yet I had to escalate my ticket again just to get a price quote on how much it'll be to fix the dead pixel itself (not replacing the whole motherboard).
I have a thread started with my whole story and updates here
http://forum.xda-developers.com/showthread.php?t=644838
They are being super stern about having an unlocked bootloader and voided warranty no matter what I say. So it looks like I'll have to pay one way or the other.
As a last glimmer of hope I messaged swetland as well to see if he'd be able to help any.
P.S. I thought about doing a swap without telling them I was rooted but I was afraid they would later charge me $196 for MB replacement + $530 for new phone.
It doesn't seem like HTC asks you over the phone. Do they just get the phone and then charge you if it is an unlocked bootloader?
My phone isn't rooted, but I was asked if I'd rooted it in one of my two warranty swaps.
I'm in the process of doing that now. My rooted phone has been with HTC for a few days and I have not heard anything yet. I'll update when or if I do.
many people on these forumns have without issue.
they charged my $55 for a replacement because of my unlocked b/l.. good for the pople who got away with it though
zachthemaster said:
they charged my $55 for a replacement because of my unlocked b/l.. good for the pople who got away with it though
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What was the process that was executed for this? Did they call you? Say something? Did you try and get out of it?
nope. i got my inquiry a couple days after i sent it in and it said that my cost was $55. i called them and they said it was "something i did". but the only thing i would have done was unlock the bootloader. i hadnt dropped it or scratched... basically brand new. so.. much luck you. hopefully you dont get flamed for trying to rip HTC off, like me in the other thread i started haha
zachthemaster said:
nope. i got my inquiry a couple days after i sent it in and it said that my cost was $55. i called them and they said it was "something i did". but the only thing i would have done was unlock the bootloader. i hadnt dropped it or scratched... basically brand new. so.. much luck you. hopefully you dont get flamed for trying to rip HTC off, like me in the other thread i started haha
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I'm not trying to rip them off. I will not hide it if I'm asked and I haven't been so far. What do you mean you got your "inquiry"?
I'm sending mine next week just for the dust under the screen problem. why are you guys sending yours?
Because of my atrocious battery. Although, they offered to send a free battery if I thought mine was bad.
Has anyone returned it for a full refund (or minus $55) with an unlocked boot loader? I wouldn't mind doing that and picking up the Milestone instead.
arminstone said:
I'm sending mine next week just for the dust under the screen problem. why are you guys sending yours?
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First (new) phone had a problem with the g sensor and an ill-fitting bottom plastic bit.
Second (first swap) phone had a blue tint to the screen, and a very noticeable blue tint in the bottom fourth or fifth of the screen. Also a dead pixel.
Third (second swap) phone has a much better screen, but still a bit of noticeable blue tint along the bottom edge. Also, the horizontal g sensor is off by quite a bit, and it has the same ill-fitting bottom plastic issue the first had, only much less annoying than the first.
I'm calling tomorrow to do a third swap, hoping this one won't have any issues. If it does, I'll keep whichever is better, and wait a few months before doing another swap. Maybe some of the later AT&T batches won't have the same kinds of problems.
Even with all that, this is the best phone I've ever had. I'm just being super picky after forking over $530. The swaps have been easy; I get a new one overnighted and then send the old one back in the same box with a fedex label htc provides. I have zero complaints about the service, I just wish I'd gotten a perfect phone in the beginning. =)
digital bliss said:
Has anyone returned it for a full refund (or minus $55) with an unlocked boot loader? I wouldn't mind doing that and picking up the Milestone instead.
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The Milestone also has the dust problem. I came from a Telus Milestone because it got a speck of dust and I was afraid more would get in. Now I have a speck of dust under my Nexus but it is really small and no more has gotten in.
arminstone said:
I'm sending mine next week just for the dust under the screen problem. why are you guys sending yours?
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the inquiry is what they send you in the email. its basically a summary of the repair and the cost
Looks like I have no costs?
Status: We have completed your case. If you can help us improve our service, or would like to comment, please contact HTC customer service representatives.
Service Type: Repair
Service Model: C4-On site exchange
Failure Description: cx ci battery life is an issue set cx up for swap.
hah2110 said:
Looks like I have no costs?
Status: We have completed your case. If you can help us improve our service, or would like to comment, please contact HTC customer service representatives.
Service Type: Repair
Service Model: C4-On site exchange
Failure Description: cx ci battery life is an issue set cx up for swap.
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Click to collapse
Well, if battery is an issue couldn't just have replaced your battery? That would cause no concern over the phone itself, so maybe they haven't checked the bootloader yet...
andythefan said:
Well, if battery is an issue couldn't just have replaced your battery? That would cause no concern over the phone itself, so maybe they haven't checked the bootloader yet...
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The battery wasn't replaced as I confirmed with them as it wasn't the battery.
hah2110 said:
The battery wasn't replaced as I confirmed with them as it wasn't the battery.
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Hmmm.. I'm having trouble with my N1 as well, but I'm reluctant to send it in in fear that they'll charge 55 dollars over the unlocked bootloader just to repair just the power button.
:\
I've found a replacement screen on eBay for $68 but have no idea how to replace it. I don't see any disassembly of the screen on any of the teardown pics. Any help would be much appreciated.
Insurance thru tmo. Better off getting brand new out the box. Just my thought.
[G2/HTC Vision]
Yeah, that would be ideal but I bought the phone used. No insurance. Also everything, including the touchscreen, works perfectly fine still. The glass is just cracked.
djodpm said:
Yeah, that would be ideal but I bought the phone used. No insurance. Also everything, including the touchscreen, works perfectly fine still. The glass is just cracked.
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You can call T-Mo, have them add the premium insurance, and then call back in a couple days and have them give you a replacement under the plan for $130.
EDIT: Make sure to get confirmation on this before you go through.
Of course, $68 is much better than $130. This link to a Desire Z teardown shows the top panel being taken apart (about 2/3 of the way down the page). It's a hell of a process; one that might leave you with more than just a screen issue if something were to go wrong.
Pix please and also what link are r u looking at? $68 seems to cheap. Just wanna make sure you dont end up with a mytouch or hero screen
Wow, thanks for your help so far guys. Sorry about the links, it wouldnt let me post a normal link since Im a new user, so just cut and paste.
Here is a link to the replacement screen I found on eBay, its actually $58:
cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=280580921344&ssPageName=STRK:MEWAX:IT#ht_2532wt_785
And here is a photo:
picasaweb.google.com/lh/photo/YQQk9mou_kp-7iN6ItklDtTVQVAkEM77fsYCIJiprL0?feat=directlink
djodpm said:
Wow, thanks for your help so far guys. Sorry about the links, it wouldnt let me post a normal link since Im a new user, so just cut and paste.
Here is a link to the replacement screen I found on eBay, its actually $58:
cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=280580921344&ssPageName=STRK:MEWAX:IT#ht_2532wt_785
And here is a photo:
picasaweb.google.com/lh/photo/YQQk9mou_kp-7iN6ItklDtTVQVAkEM77fsYCIJiprL0?feat=directlink
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Click to collapse
thats pretty bad on the phone but yes that is the right screen.
You cracked the touch screen part not the lcd which would of cost more.
Good luck with replacing it. Idk how good you are at this stuff but for me it doesnt look to hard just make sure you have all the right tools.
and @ EfemaN
thanks for the link. and has anyone looked to see if the led has multi- color?
i don't think you can add insurance now. only at the time you bought the phone.
actually when i bought, they added insurance w/o telling me. i found it later and canceled cuz it's 6.99/mo and deductible is 130. i thought 130 is way too much.
how much will HTC charge you? around 200?
HTC wont even repair them yet, that is the worst part. Below is the email I got from HTC customer service.
We apologize for any issues you are experiencing with your device and would be happy to assist. Unfortunately, we are not currently supporting this device for repair. We will have RMA options available soon, but do not have an ETA on when this will take effect. If you have any questions or concerns, please contact Customer Care at 1.888.356.2375.
I was able to remove and re-add insurance back over the last year or so that I had my Blackberry. There's no harm in just calling to ask.
I just called T-Mobile to have a new G2 sent (having radio issues), and during the usual agreement word-for-word reading, the rep mentioned the "if we find that you screwed up your phone" fee of.. I believe she said around $280, and if I remember correctly, it was $130 for the Blackberry. That $68 screen seems a little more attractive now...
I called and tried to add insurance to my G2 today. T-Mobile said I had the phone more than 15 days and could not add it :-(
They did say that there is a year warranty on the phone that covers defects, but not breaks caused by consumer.
I also asked if they have an open enrollment period like some phone insurance companies do and they said that they didn't.
The DID however say that if I went to a T-Mobile store and got any repairs or exchanges done, I would be able to add insurance.
FYI my G2 is in perfect condition. Was just wanting to know if I could add it. Wish I would have when I had the chance.
Just so you guys are aware..
Insurance can be added only during an open enrollment period - purchase of a new phone or a warranty exchange. More or less, whenever T-mobile gives you a phone, you have 14 days to add it to the line.
That being said, the qualifying event that enables you to add insurance to your line doesn't necessarily have to cover the phone that was purchased or exchanged. The insurance will actually follow the sim card (iphone excluded) so that if you put your sim card into another device, that is actually the device that is currently covered.
Now, if you have a phone that can't receive a signal (totally inoperable as a phone) you might run into some difficulties actually making the claim. While it is technically policy, they would certainly prefer to see some usage on the phone you're trying to make a claim on. Depends on who you talk to, really.
Figured I would share. Toodles.
Bishybob said:
I called and tried to add insurance to my G2 today. T-Mobile said I had the phone more than 15 days and could not add it :-(
They did say that there is a year warranty on the phone that covers defects, but not breaks caused by consumer.
I also asked if they have an open enrollment period like some phone insurance companies do and they said that they didn't.
The DID however say that if I went to a T-Mobile store and got any repairs or exchanges done, I would be able to add insurance.
FYI my G2 is in perfect condition. Was just wanting to know if I could add it. Wish I would have when I had the chance.
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why dont you sim unlock your phone and see if you cant get signal, get your replacement device, which would be covered as a defect, and then add insurance to that one. I prefer sprints insurance, they will even let you claim a phone you got used from ebay/cl or whatever. Also, you might want to look into a third party insurance provider, as asurion is who covers it through every carrier anyway. They will always just tell you to call them, wont make anything easier.
Does anyone have a better tear down link than this?: tjworld.net/blog/htc-desire-z-tear-down
This assumes that the 1/2 that the screen is attached to is separated from the other 1/2 of the phone. I ordered a new digitizer and am just waiting for it to arrive. I was quoted $50 labor from a local shop here in NYC. I ordered the part for $36.
good luck with this man
it really sucks to have almost no good guides on how to take apart a phone
i did a screen replacement with my old vibrant
it was terrible
I am currently having some troubles with my volume-up button...it doesn't react to all presses and there will be times where I'm driving and I try to increase the volume and it will take 5 presses to activate it. If I try pressing it five times later, it might register all 5 presses. If I send it in for a device swap (the one where they ship you a new phone) what will happen if they get the device and come to the conclusion that the volume-up button is fine? Will they keep the $500+ deposit?
Additionally my vibration motor sometimes completely stops responding for a period of time but I can't seem to figure out what triggers it to do that, and it doesn't happen often but it happens enough to bother me as it's pretty hard to use the touch softkeys when they don't have any feedback! I considered it was just CM6 as my old phone never had that problem and I didn't recall my new phone having that problem when it was running stock 2.2, but now with an AOSP gingerbread rom it exhibited the same problem for a few minutes.
What can I do? I would send it in for repair but I won't be around to pick it up and while my parents can keep it while I'm gone it's a bit useless to spend $400 on a phone and not be able to use it, right?
You have to be nuts to do anything in those terms. Giving your phone and a full value deposit? And not being sure of the rules for them to keep it? Where do you live? North korea?
On the other hand I'm trying for months to get an answer from google about my buggy touch screen and I'm still ignored.
Sent from my Nexus One using XDA App
Don't be so paranoid!
HTC wont charge you for a swap unless they don't receive the phone within 10 business days of you receiving the swap. And even then, they will call you before charging you the $500 deposit.
My power button would only work half the time. I had the same worry as you.
Just don't worry. Get a replacement, and send yours in after you get your new one, easy as that.
gcbxda said:
You have to be nuts to do anything in those terms. Giving your phone and a full value deposit? And not being sure of the rules for them to keep it? Where do you live? North korea?
On the other hand I'm trying for months to get an answer from google about my buggy touch screen and I'm still ignored.
Sent from my Nexus One using XDA App
Click to expand...
Click to collapse
That's because everyone's got buggy touchscreens. Only solution is to buy a different phone
As far as the device swap, I had a positive experience when I bought one secondhand and it had a problem with rebooting when it got too hot, and they had a new phone to me in a day or two. That was an obvious problem, but I'm just curious about something minor like this.
ANYTHING wrong your phone (edit -- besides software related mess-ups you did yourself) allows a swap. Even dust under the screen!
The severity of the problem has nothing to do with anything! If something isn't working, they'll give you a new one.
HTC really are the ****... Let's just hope they keep it up, as they get bigger and bigger.
negroplasty said:
HTC really are the ****... Let's just hope they keep it up, as they get bigger and bigger.
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Do we get a refurb or new replacement?i just sent mine coz i was having boot loop problems.
I've decided I'm going to get a replacement from HTC and send mine back when I get back from vacation. My power button started going out a while ago but with a combination of the app I created, LockMyDroid, and Trackball wake, I only need to use the power button once every 2-3 weeks.
The only reason I haven't done anything until now is that I've been debating if I'm going to regret giving up my AMOLED screen for an SLCD. I think if I had them side-by-side I'd be able to tell a difference but since I will likely sell my N1 in a few months for a Tegra2 device it would be nice to have it as close to mint condition as possible. I bought mine January 6th so my time to get a replacement is definitely running out
If you're looking for them to send you a replacement, I hope your bootloader isn't unlocked. (You mentioned running the AOSP Gingy rom.)
Just send it in for repair. A signature is required for delivery anyway so they won't just leave it on your doorstep. You can opt to pick it up at a FedEx location as well.
etacv said:
If you're looking for them to send you a replacement, I hope your bootloader isn't unlocked. (You mentioned running the AOSP Gingy rom.)
Just send it in for repair. A signature is required for delivery anyway so they won't just leave it on your doorstep. You can opt to pick it up at a FedEx location as well.
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Click to collapse
Locked or unlocked doesn't matter, as long as its hardware related. I've heard this many times that they acknowledge unlocked bootloaders.
Sent from my Google phone
so when we send it for replacement,do we get a brand new phone or a replacement phone?
Sent via HD2 using XDA App
Yeah called in earlier today, just hope they don't try to pin the volume button issue on a dent in the aluminum haha
gejenn said:
so when we send it for replacement,do we get a brand new phone or a replacement phone?
Sent via HD2 using XDA App
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I had the power button fail on mine and was told that since they are not making N1 phones anymore the phone would be a refurbished model if I chose the replacement option. I purchased my phone on the 1st week of Jan 2010 and was not willing to give up my AMOLED screen so I chose the repair option. Sent it in today via overnight prepaid label. Wiped the dust off the old Samsung phone I had and I am using that until my N1 comes back.
For those that had an amoled than received an lcd were you disappointed? Could you tell the difference? Mine has a couple stuck pixels. Debating on whether it would be worth it or not to warranty out.
wrench115 said:
For those that had an amoled than received an lcd were you disappointed? Could you tell the difference? Mine has a couple stuck pixels. Debating on whether it would be worth it or not to warranty out.
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I'm honestly hoping I get an SLCD because I'm sick of the fuziness the pentile layout creates as well as how red-tinged the display gets when the brightness is low. Got a device swap back in august and it was still an AMOLED unit, no idea what this one will be.
Update on my N1 repair (power button failure). I sent the unit out on 12/22 via fedex overnight, HTC got my N1 on 12/23, did the repair and sent it out the same day. I am scheduled for delivery today!!!!! That is the quickest turn around time I have ever experienced for any kind of repair. I did not think there was any chance I would get my N1 back before the holiday.
FYI, my N1 has an unlocked bootloader, rooted with the Evil Desire Rom on it. HTC obviously did not have any problem with that. I am glad I chose the repair option instead of the replacement option. I have taken great care of my N1, had the full Skinomi skin and most of all the AMOLED screen. Only bad thing is I have to stay home to wait for the delivery.
So i called t-mobile today for a warranty return on my phone, been meaning to for a while the slide out part was a little loose. the guy on the phone said i am sorry sir, but the MT3gS is no longer available... but we will send you a MyTouch 4g Slide...... The phone i was going to try to buy in the next few months. was going to have to work around and eat roman to buy the thing. so this is my good buy. i have learned alot for alot of people on this forum, i was even going to donate my old phone to someone when i got my new one, but since i will have to return this one to get it, i will not be able to do that.
be cool,
kat bastard
Sounds like it's gonna be an awesome upgrade for you man, good for you.
Out of curiousity is it from t-mobile or asurion? How much are you paying out of pocket?
katbastard said:
So i called t-mobile today for a warranty return on my phone, been meaning to for a while the slide out part was a little loose. the guy on the phone said i am sorry sir, but the MT3gS is no longer available... but we will send you a MyTouch 4g Slide...... The phone i was going to try to buy in the next few months. was going to have to work around and eat roman to buy the thing. so this is my good buy. i have learned alot for alot of people on this forum, i was even going to donate my old phone to someone when i got my new one, but since i will have to return this one to get it, i will not be able to do that.
be cool,
kat bastard
Click to expand...
Click to collapse
Best of luck to you with your 4g Slide! I've been thinking about doing the same thing. my power button is getting recessed and making my nervous for future problems. Same question as the above post. Is T-Mobile replacing it or is it through asurion? Are they charging you anything (Shipping?)? Also; I've never had to warranty a phone before. Do they require you send it back prior to getting your new phone sent?
myTouch 4g Slide is the best!
its t-mobile, the upgrade is 100% free due to the warranty replacement. don't have to pay for shipping or anything. man replace your phone while you can! if you do it now you might get the same deal i did.
Hey man, thanks a lot! Called them and got the free upgrade replacement to a mt4gs since mine was under warranty
Thanks for the heads up!
So my phone randomly turns off, would I call technical support from tmo and ask for a replacement and I should be able to get the mt4gs?
Raiden8816 said:
So my phone randomly turns off, would I call technical support from tmo and ask for a replacement and I should be able to get the mt4gs?
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Click to collapse
Do you pay the ~$5 for premium handset protection or whatever?
If so, then yes.. call and tell them it locks up and reboots constantly. They will run you through their script (have you done a factory reset, let's try it for a day without the sd card, are there apps that you downloaded that make it happen, etc). Don't lie, but I imagine you've already done these things while trying to get the random reboots to stop. Once you get them to qualify you for a replacement, they will give you a MT4GS as they are out of the MT3GS at the moment or something.
NOTE: There is no need to extend your contract to get the new phone.
They sent me what appeared to be a brand new MT4GS, but I am sending it back due to the "K" button on the keyboard not working.. Hoping the replacement is fixed all-around.
Good luck!
I just called them for my issue. I have light coming out from the sides of the screen in addition to the power button... they wanted me to pay $5 for processing and told me they would replace with a 3G slide... I wonder if the store will be able to warranty it. I'm going to try that tomorrow. Will post back how that goes.
called the store this morning and they can't do a swap. must be done through customer service... tried them again to get someone else... It seems they have more 3g slides. anyone have any hints?