Database Users

X1A Going in for Service

So after almost 10 months of service, my X1 is being sent to a repair center today.
I tolerated the cracks throughout the case (didn't bother me) and my front facing camera was jacked. However, today whenever I slid the keyboard out the screen wouldn't change orientation and would freeze. I did a soft and hard reset -> samething happened so I got my RMA number and will be shipping the phone out today.
What are peoples experiences with the Bloomington, Indiana repair shop?

SE says that a repair normally takes 7 to 10 business days to have your phone fixed, but my phone was in repair for over 22 business days so I didn't have my phone for a month. Depending on your issue you might get it back quicker. My problem had to do with a messed up flex ribbon causing the screen to turn black when in landscape mode. From reading other posts from people who had cracks, they got their phones replaced and they got theirs within that 7 to 10 business days time frame. Hopefully you don't have to wait as long as I did.
Good Luck!

My phone repaired and shipped back out in about 3-4 days. Their estimation is always 7-10 though.
Was pretty fast and painless.

Just got my phone back, that was quick! I was kinda worried after all the horror stories, but they fixed all my issues (bad front facing camera, cracks, no screen rotation). Even the wobbly optical pad.
I think what they did is they took the front faceplate (metal) from my old phone and put it on a new phone. Phone feels a lot more solid. Got a brand new screen (my old screen had a light scratch on it).
All in all, I give SE Support an A+.

i might send my x1 to india next time then for repair. the uk is useless

Jasand said:
i might send my x1 to india next time then for repair. the uk is useless
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This was in America btw.

My surround died last night

Like the title says... woke up to the HTC boot screen and it wont boot past it. I bought it on Nov. 18th so it has been 34 days and ATT will not replace it in store because it is 4 days past the return date. Warranty will cover it, but this is frustrating right before the holidays. BAck to the old Tilt2 I guess.
Watch out and always sync your pics and such to your zune software!

Woke up this morning, once again with a dead Surround. This was my replacement device that warranty covered from December. Another one is on the way from ATT, but I was wondering if there is some lemon law where I can get my money back or something? If my phone is going to keep dying every few months I don't want it.

kdj67f said:
Woke up this morning, once again with a dead Surround. This was my replacement device that warranty covered from December. Another one is on the way from ATT, but I was wondering if there is some lemon law where I can get my money back or something? If my phone is going to keep dying every few months I don't want it.
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in texas theres a lemon law but i dont know if you have one

The rep on the warranty line said after 2 or more FRU's they will negotiate a replacement device. Which is fine, as I may be negotiating for a different phone if this one dies.

Was it plugged in when it died?
Sent from my Desire HD using XDA App

The first one died unplugged, moments after I woke up and shut my alarm off and unplugged it. The second one was plugged in and the bright white screen woke me up in the middle of the night. Both of them acted funny before they self-bricked, like forgetting my IE favorites and deleting some apps randomly.

I had this same problem. Replaced under warranty and so far I haven't had that same issue. I did have a different issue though, where it didn't read the whole memory properly as referenced in this thread:
http://forum.xda-developers.com/showthread.php?t=916865
I'm worried this device is prone to failures, as I've now had two devices acting up. I'm trying to get AT&T to give me a different device, but they said I can only do same device exchanges under warranty.

vel0city1 said:
I had this same problem. Replaced under warranty and so far I haven't had that same issue. I did have a different issue though, where it didn't read the whole memory properly as referenced in this thread:
http://forum.xda-developers.com/showthread.php?t=916865
I'm worried this device is prone to failures, as I've now had two devices acting up. I'm trying to get AT&T to give me a different device, but they said I can only do same device exchanges under warranty.
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They do in fact have a policy for device replacement for multiple FRU's. Meaning, if you are like me, and have already replaced two under warranty (meaning you are using your third device) if you have problems with the third they can negotiate an alternative device if it is still under warranty. Call the warranty exchange number over and over until you get someone who is knowledgeable and is willing to work with you. And keep calling with every complaint so they have it on file!

Good to know. I guess I'll just go and exchange it now and hope the next one either lasts forever or calls it quits ASAP. Warranty is running short these days :\

The warranty is one year from original purchase date or 90 days from activating the replacement device, whichever is longer.

My Surround also wouldnt boot up. happened last week. It was on my desk and not in use. I watched as it said goodbye and shut off. Battery drained and turned off, no big deal as I tend to let that happen before plugging it in for the night.. Only this time it wouldnt get past the white HTC screen. I did the whole volume button reset thing and still nothing. Ended up talking with HTC and getting it shipped to Texas to get it looked at. next day it was in the mail back home. Should be here in the next day or so.
Im curious to see if the paperwork will let me in on what happened. Although I sort of doubt it.

Awesome! I was under the impression it was just 90 days.

Talking about HTC Surround acting funny?
Well, mine likes too.
1. I used my phone as a alarm clock. Every night I connect it to the wall charger and leave it turned on resting on the night table. The next day guess what, I woke up late. The phone never sounded the alarm, in fact it won't make any sound at all. Have to reset it to return it to normal.
2. There have been a couple of times where I have not received calls in hours. When I press the power button to check the status, the phones goes throughout the complete power up sequence. But the phone was already powered on the last time I checked a couple hours ago and the battery is full. Its like it powered off by itself at anytime without warning!
3. Try to use the phone while charging and you'll notice touch screen response gets a a little jittery. But I found a "cure" for that. Hold your phone in away that your fingers make physical contact with the metal frame around the display. This will minimize the jittering effect on the touch screen.
4. Camera autofocus needs prescription lens. My HTC Surround digital camera have a hard time trying to focus on objects more than 15 feet away. It gives focus confirmation but the pictures always look blurry.
Those are some of the bugs I found in my HTC Surround purchased from AT&T last November. I'm sure they are not the only ones!

Those are known bugs, but seemingly have no correlation between devices randomly dying or not. My first surround had all those bugs and died, my second one showed little signs of any of those bugs and died anyways. Hoping my third one dies within warranty so I can get a new phone :/

Positive Experience with HTC

My warranty ended on March 2nd so I decided to send my N1 for a preemptive warranty work on the known power button issue. My phone wasn't really showing any symptoms of the issue but every 10 or so pushes on the power button would result in not turning on the screen.
It was sent out on March 1st and I got it back today March 3rd. They received the package on March 2nd, "repaired it" and sent it back out same day. That is what I call FAST service!!!
I wish I would had removed my screen protector before sending it in. Makes me wonder if they replaced the screen....

krazichinaman said:
My warranty ended on March 2nd so I decided to send my N1 for a preemptive warranty work on the known power button issue. My phone wasn't really showing any symptoms of the issue but every 10 or so pushes on the power button would result in not turning on the screen.
It was sent out on March 1st and I got it back today March 3rd. They received the package on March 2nd, "repaired it" and sent it back out same day. That is what I call FAST service!!!
I wish I would had removed my screen protector before sending it in. Makes me wonder if they replaced the screen....
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Glad to hear that
Can I ask you about two things? Is N1 officially supported on your country? How much more they charged you for repair than part cost?

Thanks for the info

I've had great experience with HTC... they were fast to Canada and that's unheard of. New battery and wires
Sent from my Google Phone

did they do anything to it?
My experience with HTC was terrible. Sent it in for the power button fix. They fixed the power button, swapped my board, ruined my $20 screen protector. Phone froze after first startup, wouldnt startup again. This time I did a swap cuz I was about to leave on vacation, the swap they sent me has a crappy, mush, volume down button.

Thats a good question if they did anything to it. As I said, it was more of a preemptive send in. The power button was probably ok and unresponsive once every 10 pushes or so.
They took off my CM screen protector so I don't know if they decided to change out the screen or not. I did notice that the grit that tends to get stuck in the cracks of the side of where the screen meets the glass was gone...
My power button also feels very firm and solid. Before it felt mushy pushing it. When I talked to them on the phone, the only notes they had were that my power button was getting repaired.

Last week I sent my amoled.n1 into htc to have the charger socket and speaker repaired had the phone back in my hands less than 48 hours later

With a locked bootloader

Odd Issue & Fix for Seemingly Dead RMA'd TF

Rather than reply to a handful of threads where this might be interesting, figured I'd just post it here/once.
I sent my TF into Asus for RMA repair, the power and volume buttons had lost their "springy-ness" and had to be pushed in hard/just right to get anything to happen.
It delivered to Asus on a Friday and I got it back the following Friday, pretty quick considering that time included a weekend and that it had to ship from TX to PA.
First thing I did was try out the buttons, they felt perfect! I was pretty excited, but couldn't get the TF to turn on. Ok... I figured the battery was dead so I plugged it in, nothing.
I left it plugged in over night... nothing. No combination of button pressing, holding, docking, undocking, etc.... nothing made a difference.
I called up Asus, explained the situation. It was clear the tech had nothing to offer and suggested I send it back. I was ok with doing so, but I was supposed to pay the shipping again. I explained the various ways that made no sense and eventually had to ask for a supervisor (I was very polite and calm, I've worked in the IT industry my whole life so I know how it goes).
Got the supervisor and he was also fixated on this policy that customers are responsible for shipping to them. I requested his supervisor. I was told that they'd have to call me back, so I got the relevant names and case number/etc and agreed.
I got a call back about an hour later. They person admitted they were not a supervisor, but a higher level tech who thought he could help. I was open to fixing, of course... who wants to be without their toys.
He said that the board and related connections in my TF were replaced and that the contacts for the buttons are very stiff when new (and that the device goes through very little re-testing after repair) and that things were probably in contact when they shouldn't be.
His advice was to sort of break it in... alternate between pressing and holding (gently, not with force) the power button for about 10 seconds and then releasing and pressing it continuously for about 10 seconds. He asked if it was ok if he called back in an hour to see how I was since I was still waiting for a supervisor anyway. No problem.
I was very pleasantly surprised that after following his advice for about 20 minutes (almost non stop... I got a lazy and discouraged a few times, lol) the device came on! The batter was nearly full... not sure if that was from me charging it or if it was already full.
The device seemed to work fine and from that point on, the power button worked perfectly. Quick press turning the screen off and on, longer presses initiating shutdowns/startups. I had the same positive results with the volume buttons (for clarity, they also did not work at first but after about 5 minutes each, they began working too).
So anyway... hopefully that is helpful to someone, I was really glad to avoid sending it back again. Sorry for all of the separated "paragraphs," seemed like it'd make it more friendly to casual interest readers.

Wow this is sad. I don't know whether to laugh or cry.
You're not mad about this at all? It's perfectly acceptable to you? That you have to **** around with the buttons for 20 minutes to get it to turn on? That doesn't make you the least bit uncomfortable about what really might be causing the issue and whether it will get worse in the future? Stiff buttons? Were they carved out of marble like the nipples on Michelangelo's "David"?
(and that the device goes through very little re-testing after repair)
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.............
That's it, I'm done. I'm speechless. I have no idea what to say. This had better be a joke. So how exactly do they know it works after putting it together? Maybe this explains why a member just received the tablet and dock back both non-functional.
From breaking **** and making up stories about how things arrived broken, to not testing them or not even repairing things in some instances and demanding that the customer pay return shipping everytime they make a mistake, I'm ****ing done with this company. All expectations for my device are gone. I expect to receive a piece of paper that says "I.O.U.: TF101". The lousiest company I've had to deal with in ages.

Tubular said:
You're not mad about this at all?
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Well, definitely not mad in any literal sense. It takes a lot more than that to get me mad, otherwise I'd be mad all the time. If this is the worst thing that happens to me in a day, I'm a lucky guy.
Less literally speaking, it's a little frustrating and annoying. I've been buying Asus parts for over 15 years or so and I love their products.
No question it is disappointing to hear that they don't do a lot of testing on repaired units. No question that it is frustrating to be told to pay to ship a unit that you just got back in the same or worse condition than when you sent it.
The guy was obviously being more candid with me than most would be, which I appreciated. I bought the product from a company, but then you're dealing with people from there on out. He isn't going to change the reality of the company's approach to this product, so at least he tried to help instead of reciting scripted verbage to me.
As far as down the road is concerned... I guess it's an issue that is different for everyone... before the end of the year I will have already replaced the TF and given it to someone to mess with. Same for that future device in another 6-10 months. So for my own personal situation, I tend not to think too much about the future of the device.
All of that said, my TF really is working very well now and it performs wonderfully. It's a lot of fun to mess with and is lighter to carry around than whatever book I might be reading at any given time.

Shouldn't the tablet turn on by itself anyways when you plug in the charger?

frosty5689 said:
Shouldn't the tablet turn on by itself anyways when you plug in the charger?
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Apparently not, if the button is sort of pressed in without actually being pressed in. I suppose you could put the TF on it's side, press the button in then while holding it in plug it in with the other hand and see if it powers on. I didn't really think/care to give it a whirl.

This sounds like they do this on purpose so the device doesnt turn on until it is ready to ship. I assume many hands will touch a TF in the manufacturing stage and its probably set up to turn on after 30 presses. This way the TF doesnt keep turning on and have to be turned off. Probably before they box it for good a worker presses the buttons 30 times each until it turns on they shuts it down and boxes it to ship to stores.

Oyeve said:
This sounds like they do this on purpose so the device doesnt turn on until it is ready to ship. I assume many hands will touch a TF in the manufacturing stage and its probably set up to turn on after 30 presses. This way the TF doesnt keep turning on and have to be turned off. Probably before they box it for good a worker presses the buttons 30 times each until it turns on they shuts it down and boxes it to ship to stores.
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Hrm... interesting thought. I've never heard of such a process anywhere, but stranger procedures have certainly existed.

UK TF101 RMA, success story

you generally only see posts concerning RMA where something has gone wrong, so i'd like to balance that out a bit with a happy experience.
my TF101, a few weeks away from the end of its warranty period, had developed a faint white spot (backlight leak) near the bottom of the display. it was annoying but subtle, only showing up on white/ light backgrounds and frankly i did think about just living with it it because:
a/ you read stories of RMA nightmares where people have ended up with worse problems after the RMA or they get sent back a different (recon) unit;
b/ it had to go back to czechoslovakia
c/ there is supposedly an admin charge levied if the fault is deemed not to be covered by warranty
to cut a long story short: the whole process was super slick and efficient.
UPS picked up my transformer on the 19th June and i received it back today (27th), just over a week later and i was able to track the UPS package back to Asus Czech online.
The screen has been fixed -- the white dot has gone -- and also the outer glass, which had a tiny scratch on it has been replaced.
It also seems to be the unit I sent (not a replacement) as it has the same serial no.
I haven't been charged anything.
Thanks Asus. Great work. :good: