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I am now a member of the "I dropped my damn phone" club. Landed face down right on top of a piece of gravel.
I have searched for and found a few sources for reasonably priced digitizers/screens and have a few concerns. I've read here and a few other places that the ones we find as consumers may be rejects from HTC. Several forums mention light leaking from the lower buttons (home/menu/back/search) and response issues.
Anyone done a replacement and found these issues? If you are satisfied with the replacement, care to share your source?
Weird that you mentioned light leaks... my first Aria had small pin hole dots beside the search button and under the menu button... drove me nuts in low light areas.
As far as the replacement screen... I dropped my phone 3 weeks ago, and got a replacement in the mail the next day from ATT. The insurance is worth it.
Good luck!
Sent from my Liberty using XDA App
jbizz said:
As far as the replacement screen... I dropped my phone 3 weeks ago, and got a replacement in the mail the next day from ATT. The insurance is worth it.
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What did you tell ATT? I tried calling in to get my phone replaced. The mistake I made was adding the insurance after I dropped it, so they were not able to help me out. It happened last month. I read through ATT, they will not replace the phone if you dropped it accidentally, and the cracked screen is not preventing it from functioning properly. I want to call again and say I just dropped it so I could get a replacement. Any incite on what to say?
I got sooo lucky...well, I should find out by Tuesday. I called AT&T to see about having their repair place do the screen replacement. They advised me that I had purchased insurance and all would be taken care of (relieved/surprised). They transferred me to the repair place and they said I didn't have insurance. Got transferred back to customer service they said they screwed up when the told me that I had insurance. You bet they screwed up...long story short, they confessed that they "misled and misinformed me" and that all would be taken care of. They entered the insurance purchase as of day 1 and all I have to pay is the deductable. New phone shipping overnight (no extra charge) and they don't want the old one.
I'm still going to replace the digitizer, keeping it for me, my wife shall get the new one for Christmas!
One key factor in the negotiation is that they misled me and that I was about to go buy her a new android device anyway. Their misleading and misinformation encouraged me to consider a different device from a different carrier. That is what made them "correct their mistake" and "take care of me". I got lucky. As long as the new device makes it to my door!
I just told them my phone took a fall for the worse, explained to them the digitizer still worked, and that the screen was just really shattered! The were like okay, we will get you one out today.
Wont replace it if you "accidentally" drop it? WTF?
Sent from my Liberty using XDA App
Wow, it did not even take 5 minutes. I just called and told them I dropped it, and so I should be expecting a replacement in the 2 business days. thanks jbizz
Duckread -nice story, I do not recall them asking me if to ship out the cracked phone. hope i do get to keep it though
Yeah, you need to send the busted phone back... I sent mine back rooted! Oops! Hahah
Sent from my Liberty using XDA App
i dropped mine,and i had to fill out some form and get it notarized, anyone else have to do this?
How many of you get pretty mad when you spent 400 to 250 on your evo and it was brand new outta the box and you babied it and then you had the light bleed or b spot effect on your screen 3 or 4 months later and when you take your phone in they swap it out calling it a new one thats a refurb kinda wish they give you a brand new one that had all the issues fixed dont you for the amount you paid for?
what do you guys think?
I buy my phones from bestbuy and use their insurance so if my phone messes up then they just replace it with brand new one. They don't use referbs. Just fyi for later buys. They also have buy back program. So basically when I upgrade next Jan they will be paying me for my next phone.
Papa Smurf151 said:
I buy my phones from bestbuy and use their insurance so if my phone messes up then they just replace it with brand new one. They don't use referbs. Just fyi for later buys. They also have buy back program. So basically when I upgrade next Jan they will be paying me for my next phone.
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nice i heard about that better deal then sprints
reaper24 said:
nice i heard about that better deal then sprints
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Much better. Plus with buy back bestbuy will give me like 40-50% of original($650) after a year when my upgrade comes up. Only bad thing is they don't replace phone if its list it stolen
not all ways true last phone i had they never replaced it just wanted to keep sending it out and have it fixed and handing me a pos loaner
my first evo started to restart randomly, first thing the sprint rep did was do a hard reset and format the sd. I had a feeling that would not fix it and in fact the problem only got worse. When I took my EVO back the second time, they ordered me a "new" phone. The next week I was able to go pick it up. Soon as i got home i noticed 4 b-spots 3 of them are horribly distracting. Im procrastinating going back to the store cuz i am tired of the run around every time i go in. One thing that is weird to me is that i supposedly have hardware version 4. shouldnt the b spots be fixed by now on this version?
therealjimshady said:
my first evo started to restart randomly, first thing the sprint rep did was do a hard reset and format the sd. I had a feeling that would not fix it and in fact the problem only got worse. When I took my EVO back the second time, they ordered me a "new" phone. The next week I was able to go pick it up. Soon as i got home i noticed 4 b-spots 3 of them are horribly distracting. Im procrastinating going back to the store cuz i am tired of the run around every time i go in. One thing that is weird to me is that i supposedly have hardware version 4. shouldnt the b spots be fixed by now on this version?
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Only Novatek screens exhibit the "b spots", and H/W 0004 has been using Novatek screens along with Epson. So some unlucky 0004 owners have the crappy LCD panels.
assurion
I bought my evo around christmas, I was in a bad accident feb 1st that thrashed my phone, I placed a order with assurion and it took them three weeks to get my phone because it was on" back order", so I assumed the phone was gonna be new but when I went to activate it on sprint.com in the description of the phone said "refurb unit" which means I waited three weeks for a refurbished phone paid a $100 insurance fee and the the phone came with a scratch out the box!!! thanks assurion
I'll order replacement parts and fix it myself, if possible.
it was brand new outta the box
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3 or 4 months later
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Keywords: WAS new, broke 3-4 MONTHS later.
Yes, I completely agree that it sucks getting a refurb. But the truth is, your phone is NOT NEW ANYMORE. It's 3-4 months old, making it USED. Sprint should NOT have to give you a brand new phone to replace your USED one.
That being said though, I have had a few bad refurb evo's. But, I just take it back to sprint store, or call CS. I explain that while I understand I will get a refurb, the phone should be in good physical and working condition, as my last phone was. Then they either give me another refurb, or a new model for the inconvenience.
I don't mind as long as it works and I've had no problems with mine. I too am normally nervous about refurbs, only because I've had bad - and numerous - refurb issues with electronics. But as long as it works I couldn't care less.
Sent from my PC36100 using XDA App
If it works being the big word. I had Horrible luck with verizon refurbs...
Sent from my PC36100 using XDA Premium App
Papa Smurf151 said:
I buy my phones from bestbuy and use their insurance so if my phone messes up then they just replace it with brand new one. They don't use referbs. Just fyi for later buys. They also have buy back program. So basically when I upgrade next Jan they will be paying me for my next phone.
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I don't know what planet you're from but that's never the case with Best Buy. They will ALWAYS try to repair your phones which means sending it in for 2 weeks while you get stuck with a crappy loaner for the mean time. If it is not repairable, then they'll provide you with a new unit as long as they don't have something that has been returned to them in working condition.
Sprint will at least attempt to fix your phone on the spot so you're not wasting so much time and then send you a refurb (some times new devices).
I have recently had bad experiences with Sprints refurbs but kept exchanging it until I was 100% happy (3rd try) with no questions asked.
BTW, Best Buy's insurance is $10 a month, while Sprint's is $7 (30% less). Also, BB's insurance DOES NOT cover lost/stolen phones (not even if paying $100 deductible), Sprint does.
Done...
I talked to the manager at the sprint location I did my warranty swap at and told him I only wanted a new evo. Explained my side, waiting in line on opening day, etc., etc. and he agreed. So there are other ways....even at Sprint.
Sent on the go from my HTC EVO
He was nice, because he certainly doesn't have to.
Personally, I don't care if I'm the 5th owner of this phone as long as it is flawless cosmetically and functioning as it should.
akarol said:
He was nice, because he certainly doesn't have to.
Personally, I don't care if I'm the 5th owner of this phone as long as it is flawless cosmetically and functioning as it should.
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Likewise..
My last replacement was a refurb with a cracked case and a weird bright spot on the screen.
I called 15 minutes after opening the box and Asurion promptly sent me a brand new one.
I wanted a brand new one too and Asurion could not guarantee it. I got a refurb and often wonder if it has been better than my original would have been. I had my original 3 weeks and cracked the screen
Hey everyone! I bought a DHD with in february and so far I have been incredibly frustrated with it. Here is a letter I have sent to HTC explaining my frustration.
" Hi,
I've purchased an HTC Desire HD with Telus back in mid-February. I really loved the phone at first because of the really nice screen and also because of how quick and responsive it is. Unfortunately it did not last so long.
Case 1:
So after about 3 weeks of use the loud back speaker on it stopped working. So I went to my Telus branch and under their first 30 days phone replacement policy they gave me a brand new HTC Desire HD. I was happy to get a brand new one and I only thought of the first one as a fluke. But unfortunately it doesn't seem to be.
Case 2:
So barely a week after receiving my second HTC DHD, I get complaints from everyone I call, telling me they can't hear me. So back I am at my Telus branch and we determine that the mic on the phone is defective. This time I am 5 days past the exchange policy expiry date so they send it out to you folks for repair. I wait about 2 weeks and then get a call for pick up.
Case 3:
This brings us to yesterday (April 4th). I put my alarm on my phone to get up for work the day before that. I wake up late for work that day and wonder why my alarm didn't ring and turns out my phone crashed during the night. I tried powering it back on without any success. I take the battery out and put it back in and the phone came on displaying full battery. It stayed on for about an hour before crashing again except that time there was nothing I could do to turn it back on so I brought it back to telus once more, and again, they are sending it for repair.
Frankly I would expect much better out of a 500$ phone. I was strongly debating between this phone and the samsung galaxy s. I chose the DHD for HTC's better track record at updating devices but I would've picked a phone stuck on android 2.2 over a phone that's always broken.
I'm sure a story like mine is of rare occurance but it is an embarassing one nonetheless.
I'll leave it up to you to make me decide if I should ever bother with another HTC phone again.
Thank you. "
Now I've posted this mainly to vent off a bit but also to ask you guys if any of you have had such a terrible experience with an HTC phone.
Sent from my Xoom using Tapatalk
Wow, I can hardly believe you've had such bad luck with two handsets, I am sure your experience is not typical and personally I would feel that you would have grounds to ask for a refund not a repair.
I am really surprised as I am comming from Bell Samsung Galaxy S. I replaced my phone 4 times for hard ware issues.
Eventually in response to a complaint made to CCTS bell agreed to take the handset back and give me a free upgrade to phone of my choice but I decided to buy a Telus Desire HD outright.
My expirience with HTC was never bad...so if you buy something else don't get the samsung phone
Haha funny you say that Telus is releasing the nexus s and the galaxy s fascinate 4g tomorrow and I was considering getting one of these 2 as a replacement should telus offer me a new handset.
I just Googled ccts. I'd never heard of them before but I will contact them if I'm not satisfied this time around.
Sent from my Xoom using Tapatalk
It's ccts-cprst.ca ....if you search for Samsung galaxy SD card failure...you should see ppl trying to get a class action lawsuit going against samsung
Sent from my Desire HD using XDA App
My touch screen died on my HD2, it was one of the older versions bought in Jan last year. I sent it off to HTC in April and they've had it over a month now. They say the parts are in Taiwan but have no idea when they'll ship. I simply can't beleive such a big company can happily take my phone off me for over a month and still not be able to tell me when they'll repair it. And to top it off, they sent my proof of purchase, which had my name/address etc on it, to a totally different customer; the numpty repair shop had clearly shoved my paperwork in to some elses repaired HTC phone.
Anyone else have the same issues with them at the moment? Anyone managed to get a replacement handset out of them yet???
This is a high bureaucracy if you want something repaired under warranty...
read this :
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
johnerz said:
read this :
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Funnily enough they sent me an email today to say the phone should be with me on the 25th and the delay was due to moving the repair centre. That's the first time they mentioned that, up till today, it was always "we're waiting on parts, not sure what's happening". If only people could be honest. At least they've offered a free accesory up to 50 quid as a way of saying sorry so that's not too bad. Still, this whole debacle makes me think my next phone won't be a Sensation but a Galaxy S2. I hope Samsung do better repairs!
proeliator2001 said:
Funnily enough they sent me an email today to say the phone should be with me on the 25th and the delay was due to moving the repair centre. That's the first time they mentioned that, up till today, it was always "we're waiting on parts, not sure what's happening". If only people could be honest. At least they've offered a free accesory up to 50 quid as a way of saying sorry so that's not too bad. Still, this whole debacle makes me think my next phone won't be a Sensation but a Galaxy S2. I hope Samsung do better repairs!
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Got the same call today - repaired phone will be back with me next week & I chose the Bluetooth Headset for £50 as a freebie from HTC (as an apology for the delay in returning the phone to me).
The experience has not made me want to jump from the HTC brand (been with them since the old days of the SPV) - therefore I will still be grabbing a Sensation when my contract expires in the next few months.
Mine got picked up 6 weeks ago today and I got the same email yesterday. It was a Desire that I sent off.
try to ask them send u a new phone ^^
Sent from my HTC HD2 using XDA App
Ive tried many times lol.
Have any of you got UPS tracking numbers for your devices to be shipped back?
My HD2 finally arrived back today with a nice new working touch screen (just as HTC said it would).
Although the HTC website says that it is awaiting pick-up by the courier service
Now I have to find another screen protector & try my best to apply it minus dust bubbles & turned up corners.
Well, well.... Got my phone back today after 6 weeks and 5 days unrepaired, exactly with the same fault as when I sent it and with my battery missing to top it off.
HTC have now told me that I will be receiving a brand new Desire S for compensation, its supposed to arrive today or tomorrow.
Anyone else been offered a brand new phone for compensation?
Lets say that my experience in the Benelux area is not much better.
The first time my HD2 got into repair, 1.5 months ago. 3 appointments to pick it up and not showing up with the most lame excuses.
Device was fixed after that in 1 week time which is good to me but the delivery back was another thing .... again.
The guy on the phone also asked me why I was angry after 3 missed appointments. Well if I do that in my current role I will not make it untill the end of the week.
Now after a month my phone has a MB problem and I already feared the support thing when it started happening. Needless to say I was right again!
Called in on Monday morning and was asked when it should be picked up. Two choices Tuesday 9am-1pm or 1pm-6pm, so I choose 9am-1pm.
They picked it up at 4:20pm. Not so funny when you think that I have to arrange my working day (and customers) for it.
To top it off. This morning I get an email that the device they received is not a desire hd as mentioned in the case but a hd2. sighhh
-------
Aangemeld Product:
Desire HD - Desire HD
Referentienummer: 11BECxxxxxxxxxxxxxx
Ontvangen Product:
TOUCH HD 2 - TOUCH HD 2
--------
And I won't go into detail on what happened to my Touch Pro a year ago which went into service a couple of times and wasn't fixed at all.
... and we have a winner ... again.
Got a message last Friday that my HD2 was ready.
Now this morning I asked Dynafix (the company that 'fixes' it in the Benelux)where it was and what was done to fix the issue.
'installed the latest rom' I was speechless.
I already told the HTC guy what was done before it was picked up and ofcourse installing the latest rom is one of them.
About 20 minutes later by coincidence I get customer care on the line asking me if I was satisfied with the repaired phone. (That I still don't have btw)
I mention what I just heard from the repaircenter and that the device will not work like it should.
It will have to come in 1 more time and then they can do a swap if it gets approved.
The device has not been working like it should since March the 27th.
I asked if it could get swapped for another model and I got a straight 'no'.
HTC is seriously getting on my nerves. Spending over 2000 Euros on phones over the past 3 years and not doing something in return for customers is not a good thing.
I was tempted to ask for a Sensation and pay a part of it myself but now I am more than tempted to get the Samsung S2.
Edit: The thing arrived 15 minutes ago ..... pop in battery and 5 minutes later ... stuck
Already recorded it to have some proof http://www.youtube.com/watch?v=u7rswNyy2DI
Edit 2: Contacted HTC again to ask them if they can exchange it.
This really .... me of. They concider the last repair not a repair but a software upgrade so they will not exchange it.
Strange since I sent it in for a repair and already mentioned that I did a rom upgrade etc.
I just wanted to get this out there because I'm curious how common this is. Having previously owned a Nexus One, HTC support was excellent and replaced the phone twice under warranty, no questions asked. Unfortunately, I've had a hard time dealing with Samsung.
I bought my Nexus S on the day of release in December 2010, and had no major problems with it until May of this year. It's the best phone I've ever owned. In May, the screen started becoming unresponsive so I called Samsung and they said I could ship the phone in for repair and they would pay UPS ground shipping each way. I live near San Francisco, so this would be 5 days each way to Plano, TX where the repair facility is located. No problem, I figured, as long as I get my screen fixed. For the meantime I purchased a new Nexus One on Amazon since I would be without a phone for at least a couple weeks. So I sent in the Nexus S, it took them a week to repair the phone after receiving it, so I was without my Nexus S for three weeks.
So I get the phone back and... bam... screen still doesn't work right. it's nearly completely unusable. Turns out they updated the software, tested it as working, then sent it back. I called Samsung again and after escalating to level three and being on the phone for an hour, they agree to do two day shipping each way and replace the screen components. This is fine with me, as long as the phone gets fixed. I sent the phone in again, and while they two day shipping helped, it was still two weeks that I didn't have my phone.
I get the phone back, and of course, the screen STILL didn't work right. It was so bad I couldn't even type out a text. So I call Samsung again, escalate to level three, and pressure to get the phone switched out. The support rep agrees, and says he has to put in an appeal to get the phone switched out. He said he'd call me back within the next few hours with the result of the appeal, which he did, and my request was approved. So I send the phone in again, two day shipping, and it takes about 5 days to be processed and for a refurbished phone to be sent back to me. Unfortunately, then sent it back ground, so it was 5 business days before I got the refurbished phone.
Once I got the refurbished phone, it did have a few nicks and dings, but it worked perfectly, just as my previous Nexus S had prior to May. The funny thing was the refurb was sent to me already running Cyanogen, which leads me to believe they don't QC their refurb phones very thoroughly, but it was okay since everything seemed to be working as it should. But then a couple days later I tried to use the headphone jack and it didn't work at all. It was completely dead. Go. F'in. Figure.
So I called Samsung again, the level one rep agreed to send the phone in for repair, but he couldn't do anything faster than ground shipping and I didn't feel like wasting more time on the phone. The repair facility received the phone yesterday, so we'll see how it goes. I assume a headphone jack will be easier to repair than the screen was.
I guess what irks me the most was I paid $570 (after taxes) to buy the phone outright, and here I really haven't had it since June when I first started to send it in for repair. I've had to waste my time and their time for a problem that should have been fixed on the first occurrence. Thank god I bought a new Nexus One for the meantime. I would also like to mention Best Buy was no help during any of this either. When the problem first started, they kept saying all they could do was work with Samsung to send it in to the repair center, except I would have to pay half of the shipping. That's just crazy to me, but not surprising.
One last thing I can say is everyone I have talked to at Samsung has been friendly. Level 1 and 2 are obviously offshore, while three are within the United States, but it didn't matter, all were equally friendly and seemed to do their best to help me. They just don't seem to have the power to do much other than send a shipping label for repair.
Sorry about the long rant, but I am obviously a bit frustrated by the whole situation. Fingers crossed when I get the phone back in 10 or so days (my estimate) it will be fixed and functioning properly.
I live in Brazil and here the Samsung support are even worse. But what can i do if they have the best phones?
I hope you get your phone back and fixed without any other delay.
Thx for sharing.
Sent from my GT-I9100 using Tapatalk
yes samsung support is horrible i dealt with them very often, and they will not replace / fix the phone for you if it was already fixed once
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
p-slim said:
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
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I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
desertflyer said:
I live in America too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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That means you must have tmobile. If it's a sprint phone you can take it to the sprint service center
Sent from my Nexus S 4G using Tapatalk
T-Mobile actually has excellent customer support, but they do not sell the Nexus S. Regardless, I just use T-Mobile's network. Simple Mobile is my service provider.
I live in India, My phone had a motherboard issue and they had to replace it. They told it would take 7 days. But i was without my phone for three weeks. If i had paid money for the new motherboard instead of claiming warranty i would have got it in 3 days.
Samsung service sucks.
desertflyer said:
I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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Sprint will repair a phone for free if you have insurance or for 35 dollars if you don't. Doesn't matter if its on or off contract. Screw dealing with the manufacturer.
Sent from my PC36100 using XDA Premium App
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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It depends on the state, but most don't have rules on warranties. Samsung offers 1 year parts + labor, but Best Buy (who sold me the phone) only have a 30 day policy. So basically I have to live with Samsung's support.
Sent from my Nexus One using XDA App
thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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This. I would never go through what you're going through if I can avoid it. Seven bucks a month is so worth it.
Sprint has been kick ass in this regard too. I once brought in my EVO to a repair center to get a hot spot screen replaced and they did it no questions. Another time I went in and asked for a replacement battery door and they just gave me one with no issues. I love Sprint man.
Sent from my Nexus S 4G using Tapatalk
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Original Problem:
TECHNICAL INQUIRY - AUDIO/SPEAKER/SOUND/VIBRATION - DEVICE SOUNDS INAUDIBLE
Problem found:
RINGERTONE INAUDIBLE/NO ADJUST
Solution:
S/W UPDATED - REPLACED COMPONENT
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Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
desertflyer said:
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
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Wow. That sucks.
Sent from my PC36100 using XDA Premium App
I got my Nexus S back Monday and it's fixed! I'm running MIUI on it now. Now that everything is working, I'm remembering why I love this phone. Thanks for letting me vent.
Sent from my Google Nexus S using XDA App