Database Users

"Inside" information about HTC's repair procedure

Hey guys,
I recently sent in my N1 for repair because it was randomly rebooting. It's definitely a hardware issue as it occurred on many versions of Froyo, 2.1 and CM. I was under the impression that it was a written rule that rooted = not in warranty. I was already set on the fact that I would likely be paying $200 for a new motherboard.
Spoke to an HTC rep today to see what the status of my repair was and as it turns out she dealt with escalation, aka she was one of the "higher ups".
She informed me that rooted = not in warranty is NOT true. They have 4 checks for their warranty:
1) Physical damage
2) Water damage
3) Tampering with the warranty sealed parts of the phone
4) Testing the phone's integrity with a software "test"
In short, even if your phone is rooted, if it passes test #4, and the problem remains, it is deemed a hardware issue and your phone will be repaired free of charge.
I may be wrong, but this is what the rep told me today. If anyone has any confirmation negating this information, feel free to share.
All I know is that I'm extremely happy about the prospect of saving the $230 or so it would've cost me!

Does this also include unlocked bootloaders?
Sent from my Nexus One using XDA App

cmcm said:
Does this also include unlocked bootloaders?
Sent from my Nexus One using XDA App
Click to expand...
Click to collapse
I don't want to set myself up here, but I'm 99.9999999999% sure that you can only root by unlocking the bootloader (aside from the tricks that have recently become available for us).
So, yes, I was referring to unlocked bootloaders as well. In HTC's sense (no pun intended) I'm sure that by root they imply unlocked bootloader.

Not sure about item 4
4) Testing the phone's integrity with a software "test"
I sent mine in and they wanted to hit me with a new motherboard. They were insisting that I had a third party ROM installed and when I asked for evidence, they sent me a picture of my unlocked boot loader.
Prior to sending it in, i had re-flashed back both my recovery and ROM to stock. Was even able to receive the OTA update.
If they did such a software "test", they should have shown that evidence to me instead of a photo of my unlocked boot loader.

bullyfrog said:
Not sure about item 4
4) Testing the phone's integrity with a software "test"
I sent mine in and they wanted to hit me with a new motherboard. They were insisting that I had a third party ROM installed and when I asked for evidence, they sent me a picture of my unlocked boot loader.
Prior to sending it in, i had re-flashed back both my recovery and ROM to stock. Was even able to receive the OTA update.
If they did such a software "test", they should have shown that evidence to me instead of a photo of my unlocked boot loader.
Click to expand...
Click to collapse
Sorry to hear that. Like I said, this is all from the rep's mouth. I have no idea if she's being truthful, but that's exactly what she said.

Yep i hear you. Anyway you were very fortunate they repaired it FOC for you

Well we're talking about different countries' HTC service centers here. Could be different sets of SOPs.
So users in one country may face fantastic service while users in another are screwed by the service there.

Boot looping phone sent for repair

Hi, just thought I would start a thread about HTC repair service.
Today I sent my phone to HTC UK for repair after being stuck in a constant boot loop on the start up screen, recovery and bootloader.
I will update the thread when I here what HTC are going to do and the cost so should anyone else have to use HTC repair service in the UK they will have an idea what to expect.

I'm interested on seeing what will happen.
What have you done to the phone?
S-off?
Rooted?
Sent from my HTC One using xda app-developers app

See my previous post in the other thread.
Sent from my Nexus 7 using xda app-developers app

TheHeffNerr said:
I'm interested on seeing what will happen.
What have you done to the phone?
S-off?
Rooted?
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
I am S-on, unlocked and rooted, only had my phone a week when it happened.

maxal said:
Hi, just thought I would start a thread about HTC repair service.
Today I sent my phone to HTC UK for repair after being stuck in a constant boot loop on the start up screen, recovery and bootloader.
I will update the thread when I here what HTC are going to do and the cost so should anyone else have to use HTC repair service in the UK they will have an idea what to expect.
Click to expand...
Click to collapse
Was it really necessary to send it off? Did you try to RUU back to stock, I was in a similar situation after running S-OFF, RUUed to stock and the phone came back to life.

djkinetic said:
Was it really necessary to send it off? Did you try to RUU back to stock, I was in a similar situation after running S-OFF, RUUed to stock and the phone came back to life.
Click to expand...
Click to collapse
Yes I did but I couldn't relock because it was boot looping in bootloader screen.

maxal said:
Yes I did but I couldn't relock because it was boot looping in bootloader screen.
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Click to collapse
from wat I read theres a certain order you have to follow in order to relock your bootloader, or else it causes a brick, either way once you unlock your BL, the warranty becomes invalidated from HTC if i recall, assuming the reason for the exchage/repair is related to an unlocked BL. Good luck with HTC, hope they replace the phone.

maxal said:
I am S-on, unlocked and rooted, only had my phone a week when it happened.
Click to expand...
Click to collapse
Did you buy direct from HTC? I had some serious issues with mine after 2 days, all my doing I might add lol, I took mine back to Carphone Warehouse and they just swapped it straight over ... I only ask cos I'm curious why you didn't just go back to the shop you bought it from?

AllAboutTheCore said:
Did you buy direct from HTC? I had some serious issues with mine after 2 days, all my doing I might add lol, I took mine back to Carphone Warehouse and they just swapped it straight over ... I only ask cos I'm curious why you didn't just go back to the shop you bought it from?
Click to expand...
Click to collapse
I bought it in a local shop on contract and I didn't think they would be able to help me, as I thought they would have sent it back to HTC for repair, and once they got it back they would have seen it was unlocked and rooted there for I had void my warranty.

maxal said:
I bought it in a local shop on contract and I didn't think they would be able to help me, as I thought they would have sent it back to HTC for repair, and once they got it back they would have seen it was unlocked and rooted there for I had void my warranty.
Click to expand...
Click to collapse
I took mine back mate, like I said, to Carphone Warehouse and I'd unlocked the bootloader, rooted and managed to wipe the OS off of the phone lol. I got a bit swipe happy in TWRP and before I knew it I was stuck on the HTC bootup screen. Being that there was no RUU available and not enough knowledge of adb, fastboot etc, I felt like crying but figured what's the worst Carphone Warehouse can say? No? ... Luckily they were sound and just swapped it straight over, I imagine because although I didn't know what to do, there was an easy fix to sort the phone out so it wasn't like I'd ****ed it haha
Good luck anyways, hopefully they just sort it for ya and at no cost ... Better still lol

My phone arrived at the HTC repair center lunchtime today, fingers crossed I don't have to wait to long for news on what they are going to do.

mannin
maxal said:
My phone arrived at the HTC repair center lunchtime today, fingers crossed I don't have to wait to long for news on what they are going to do.
Click to expand...
Click to collapse
I have the same problem so will be very interested in your outcome i'e Success or not,price and address of repairer.

Update.
My phone is on it's way back to me and I sould have it by Tuesday. I expected a call or email asking me to make a payment as I had unloked the botloader but I didn't.

Doesn't mean they fixed it.
Sent from my HTC One using Tapatalk 4 Beta

m00moo said:
Doesn't mean they fixed it.
Sent from my HTC One using Tapatalk 4 Beta
Click to expand...
Click to collapse
True, but I bet they have.

m00moo said:
Doesn't mean they fixed it.
Sent from my HTC One using Tapatalk 4 Beta
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Click to collapse
They sent me a brand new phone so I would think they'll probably do the same for the OP
Sent from my Nexus 7 using xda app-developers app

jonny68 said:
They sent me a brand new phone so I would think they'll probably do the same for the OP
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
That's what I think will happen, fingers crossed.

Update:
Not good news, I got my phone back with a unable to repair form with a tick in the box for illegel software/unlock bootloader.
I told them it was ulocked and had illegel software on it when I booked it for repair and they told me I would probably need a new motherboard which could cost £100 which I said was fine, I was not expecting them to send it back with a unable to repair form.
Any suggestions what I should do now?

maxal said:
Update:
Not good news, I got my phone back with a unable to repair form with a tick in the box for illegel software/unlock bootloader.
I told them it was ulocked and had illegel software on it when I booked it for repair and they told me I would probably need a new motherboard which could cost £100 which I said was fine, I was not expecting them to send it back with a unable to repair form.
Any suggestions what I should do now?
Click to expand...
Click to collapse
I don't know how much you tried to fix it, but I've seen a lot of people fix this by side loading a rom, and erasing the cache, and sometimes formatting a partition. If you haven't tried that, it might work.

stevedebi said:
I don't know how much you tried to fix it, but I've seen a lot of people fix this by side loading a rom, and erasing the cache, and sometimes formatting a partition. If you haven't tried that, it might work.
Click to expand...
Click to collapse
Thanks yes I did.

D800 Not sure if I'm bricked... need help guys!

Good day guys, really need your help here!
Yesterday my D800 was doing just fine, until I start getting messages can't connect to the camera.
Wiping cash, fixing permissions through TWRP 2.6.3.4 didn't help much, so I decided to reinstall the rom (Rayglobe 3.2), did that many times with no issues, and I never had major problems with rom or phone in general. So...
Factory reset, installing rom, reboot... usual routine... clean flash and stuff... booting fine! next thing I know - my phone starts to reboot every minute or so!
reboot - didn't helped. reinstalling rom again - didn't helped... phone booting fine but then starts rebooting every minute, doesnt matter if you do anything or not.
I thought it's recovery issue because before 2.6.3.4 I was using 2.6.3.2 with no problems.
So, to save some time in a long run I thought I'm just gonna restore the phone through LGFlash Tool, cuz I did that before after bootlooping on CM rom.
So I went to flashtool, and restored original at&t rom with no problems. Guess what happen after?
phone boots fine and I'm getting every minute reboots AGAIN.:silly:
At that moment, after trying flashtool one more time and wiping with the same result I realized that I have a problem on a different level.
I'm trying to solve this without success so far. Current state - phone unrooted (as shown in download mode), and I can't even root it cuz it reboots before I root process ends in adb. and reboots and reboots and reboots... and boots fine and fast every time.
Another part of the problem - my IMEI became null. not sure when that happen exactly
Hope there is a solution. Download mode works fine, but I have no custom recovery obviously.

anybody? my phone is a brick:crying:

Sounds like a hardware failure.
Sent from my LG-D800 using XDA Premium HD app

great...:crying:

Certainly sounds like a hardware failure.
Best advice I can give would be to flash back to stock and try and get the device exchanged.
Can you grab a log of the reboot? Might give us a better idea of what the problem might be.

Thanks guys I will try to grab a log.
UPDATE!
I was able to root and flash CMW!!! (believe it or not I did that very quick between reboots LOL)
where should I go from here now....

twoxa said:
Thanks guys I will try to grab a log.
UPDATE!
I was able to root and flash CMW!!! (believe it or not I did that very quick between reboots LOL)
where should I go from here now....
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Click to collapse
Is everything still FC? Are you still under warranty? If everything fails and theres nothing you can do, I would honestly use this as a last resort. throw the phone in the microwave for 15 seconds make sure its inoperable and go get it exchanged for a new one.
On the other hand if its working, then I think the guys are right and you have a hardware issue where either way your best bet is to get get it exchanged.

helyg said:
Is everything still FC? Are you still under warranty? If everything fails and theres nothing you can do, I would honestly use this as a last resort. throw the phone in the microwave for 15 seconds make sure its inoperable and go get it exchanged for a new one.
On the other hand if its working, then I think the guys are right and you have a hardware issue where either way your best bet is to get get it exchanged.
Click to expand...
Click to collapse
haha sounds great. well, I got this phone from craigslist so... yeah, no warranty or receipt, sucks

twoxa said:
haha sounds great. well, I got this phone from craigslist so... yeah, no warranty or receipt, sucks
Click to expand...
Click to collapse
How bout flashing a stock ROM for your carrier in Dev section instead of stock firmware?...also maybe op back off to see if any water strip has been activated.....

RubbleTea said:
How bout flashing a stock ROM for your carrier in Dev section instead of stock firmware?...also maybe op back off to see if any water strip has been activated.....
Click to expand...
Click to collapse
what do you mean. I did flashed stock ATT rom through flashtool, it still reboots every minute.., same thing is you flash it through recovery...

twoxa said:
what do you mean. I did flashed stock ATT rom through flashtool, it still reboots every minute.., same thing is you flash it through recovery...
Click to expand...
Click to collapse
I meant have you tried flashing a ROM thought recovery just to see....maybe somehow something is sticking and causing it....wipe system data cache and davlik before ROM...I know you prob know this but couldn't hurt to try especially if your phones busted?....

RubbleTea said:
I meant have you tried flashing a ROM thought recovery just to see....maybe somehow something is sticking and causing it....wipe system data cache and davlik before ROM...I know you prob know this but couldn't hurt to try especially if your phones busted?....
Click to expand...
Click to collapse
yeah I did clean install through recovery. that's funny thing - phone is behaving normally in recovery or download mode, doesn't reboots all the time

twoxa said:
yeah I did clean install through recovery. that's funny thing - phone is behaving normally in recovery or download mode, doesn't reboots all the time
Click to expand...
Click to collapse
Idk maybe try a random new ROM to flash and see? Since you got it through craigslist maybe it had water damage and messed some stuff up.....sounds like ROM related though that's why maybe try random Roms...since a lot for your carrier anyways Instead of rayglobe

The d800 is att branded correct? If it is and you are an att customer the factory 1 year warranty is still valid even if you are not the original owner. Call att and go through tech support for a replacement.
Sent from my LG-D800 using XDA Premium HD app

RubbleTea said:
Idk maybe try a random new ROM to flash and see? Since you got it through craigslist maybe it had water damage and messed some stuff up.....sounds like ROM related though that's why maybe try random Roms...since a lot for your carrier anyways Instead of rayglobe
Click to expand...
Click to collapse
thanks man but I did try many roms already and no luck.

Intub8 said:
The d800 is att branded correct? If it is and you are an att customer the factory 1 year warranty is still valid even if you are not the original owner. Call att and go through tech support for a replacement.
Sent from my LG-D800 using XDA Premium HD app
Click to expand...
Click to collapse
Hey thanks! this sounds like a plan, I'll be back soon
ok so I guess it's a no go
"What must you return with the Product to get warranty service?
Return the entire original package and contents including the Product to the Advanced American Telephones service location along with a description of the malfunction or difficulty;
Include "valid proof of purchase" (sales receipt) identifying the Product purchased (Product model) and the date of purchase or receipt; and
Provide your name, complete and correct mailing address and telephone number."

twoxa said:
Hey thanks! this sounds like a plan, I'll be back soon
ok so I guess it's a no go
"What must you return with the Product to get warranty service?
Return the entire original package and contents including the Product to the Advanced American Telephones service location along with a description of the malfunction or difficulty;
Include "valid proof of purchase" (sales receipt) identifying the Product purchased (Product model) and the date of purchase or receipt; and
Provide your name, complete and correct mailing address and telephone number."
Click to expand...
Click to collapse
Where did you get that info from. That's not att's warranty policy.
Sent from my LG-D800 using XDA Premium HD app

Intub8 said:
Where did you get that info from. That's not att's warranty policy.
Sent from my LG-D800 using XDA Premium HD app
Click to expand...
Click to collapse
that's from att website...

twoxa said:
that's from att website...
Click to expand...
Click to collapse
First, determine if your device is within the warranty coverage period:
New device: Warranty coverage is 15 to 365 days from date of purchase.
AT&T Certified Like-New device: Warranty coverage is 15 to 90 days from date of purchase.
Device within warranty coverage period
Here's how you exchange your device under warranty:
Over-the-phone: Contact the Warranty Service Center at 800.801.1101.
In-person: Check our Device Support Center locations to see if we can provide you with same-day, face-to-face technical and warranty support.
Online: If you have a non-smartphone (feature phone), log in and follow the steps to determine if you're eligible for an online exchange.
This is from att website. If you call the phone number and give them the imei they will ship you the replacement g2. With it will be a return envelope for the defective phone. That is all you need to do. I have used it before on a phone bought from craigslist.
Sent from my LG-V500 using XDA Premium HD app

Intub8 said:
First, determine if your device is within the warranty coverage period:
New device: Warranty coverage is 15 to 365 days from date of purchase.
AT&T Certified Like-New device: Warranty coverage is 15 to 90 days from date of purchase.
Device within warranty coverage period
Here's how you exchange your device under warranty:
Over-the-phone: Contact the Warranty Service Center at 800.801.1101.
In-person: Check our Device Support Center locations to see if we can provide you with same-day, face-to-face technical and warranty support.
Online: If you have a non-smartphone (feature phone), log in and follow the steps to determine if you're eligible for an online exchange.
This is from att website. If you call the phone number and give them the imei they will ship you the replacement g2. With it will be a return envelope for the defective phone. That is all you need to do. I have used it before on a phone bought from craigslist.
Sent from my LG-V500 using XDA Premium HD app
Click to expand...
Click to collapse
big thanks man! I went to the AT&T Device Support Center, they didn't ask me for receipt or anything, my replacement is on the way! (they didn't had one over there)

[UK] Moto X Force [xt1580] WARRANTY CLAIM

Hi All,
Can anyone help me here.
I had a Moto X Force, which has had it's bootloader unlocked.
I relocked it, but the "tamper" message in the bootloader was still present.
My Moto X Force was faced with the dreaded "GREEN LINE" hardware fault.
I had returned it for a screen repair, only to be told by Moto that my Warranty is VOID because of the unlocked bootloader.
They are now asking for £14.40 for the return of my item.
I have emailed them asking for a call back as it is a manufacture defect, nothing related to the software or bootloader.
At a lost here, even resorted to tweeting their Moto UK twitter account.
Any advice will be grateful.
Never buying anything but a Nexus device in the future.
UPDATE: Latest response from Motorola.
Thank you for contacting Motorola.
In addition to my colleague's previous e-mail, I would like to inform you that rooting might cause the device to stop working, disable important features and functionality, and even make the device unsafe to the point of causing you harm. Neither Motorola, nor your wireless carrier or retailer from whom you purchased the device, will be responsible for such damage. Once your phone is rooted, your device is no longer covered by the Motorola warranty, even if they appear unrelated to rooting the phone. You can find the warranty terms as a little foldable card in the box of your phone, or on our website.
I apologise that we can not help you any further regarding a repair.
I am now using resolver.co.uk to help me deal with this complaint.
Final Update - Sorted!
Motorola sent me an X code and I was able to create a new order on their website.

khan1989 said:
Hi All,
Can anyone help me here.
I had a Moto X Force, which has had it's bootloader unlocked.
I relocked it, but the "tamper" message in the bootloader was still present.
My Moto X Force was faced with the dreaded "GREEN LINE" hardware fault.
I had returned it for a screen repair, only to be told by Moto that my Warranty is VOID because of the unlocked bootloader.
They are now asking for £14.40 for the return of my item.
I have emailed them asking for a call back as it is a manufacture defect, nothing related to the software or bootloader.
At a lost here, even resorted to tweeting their Moto UK twitter account.
Any advice will be grateful.
Never buying anything but a Nexus device in the future.
UPDATE: Latest response from Motorola.
Thank you for contacting Motorola.
In addition to my colleague's previous e-mail, I would like to inform you that rooting might cause the device to stop working, disable important features and functionality, and even make the device unsafe to the point of causing you harm. Neither Motorola, nor your wireless carrier or retailer from whom you purchased the device, will be responsible for such damage. Once your phone is rooted, your device is no longer covered by the Motorola warranty, even if they appear unrelated to rooting the phone. You can find the warranty terms as a little foldable card in the box of your phone, or on our website.
I apologise that we can not help you any further regarding a repair.
I am now using resolver.co.uk to help me deal with this complaint.
I will keep this thread updated.
Click to expand...
Click to collapse
pay the money to get your phone back, then open a dispute with your credit card company.

Have you checked this out?
http://forum.xda-developers.com/showthread.php?t=1998801

asuhoops8628 said:
pay the money to get your phone back, then open a dispute with your credit card company.
Click to expand...
Click to collapse
I didn't buy it with a credit card, I bought the phone outright with my debit card.
I don't want to pay, as I feel no one will ever fix the phone. It is still faulty.

TycerX said:
Have you checked this out?
http://forum.xda-developers.com/showthread.php?t=1998801
Click to expand...
Click to collapse
Thanks for this. I read something similar from this reddit post, but nice to read a thread on xda.
https://www.reddit.com/r/Android/comments/2r8nqa/phones_with_warranty_friendly_rootbootloader/
In EU rooted phones do not loose vendors' warranty, but it is hard to enforce. You have been warned.

I'm about to go through exactly the same thing. Facing the green line issue as well (UK)

Elhrimnir said:
I'm about to go through exactly the same thing. Facing the green line issue as well (UK)
Click to expand...
Click to collapse
Did you unlock your bootloader? There's tools for moto style / pure to hide the tamper logo but none for the force yet. Hardly any development on this as the US cousin droid turbo 2's bootloader cannot be unlocked.
If you return this phone with your bootloader unlocked, they WILL void your warranty, relocking it isn't good enough.
I will keep this post updated with my experience, if I manage to get Motorola to honour their warranty I'm sure you would be able to.
Good luck.

I have also had issues with hardware and warranty. I bought an x force brand new and boxed from ebay only to find it would not recognise any sd card i put in it. I opened a request to return for repair under warranty but i made clear to them thai did not have a retail receipt but rather an invoice from the person i bought the phone. They got back to me a day later to inform me that warranty repair was not covered because i did not buy it in a shop and the shop or officialy recognised retailer reciept is all they would recognise. I have decided to keep the phone as is with 32gb storage. I do not use alot of storage and 32gb is ample for me but i am pissed at lenovo attitude because the phone is in warranty regardless of how i bought it. I just pray i dont get this green line situation that some people have been having as i will have to just suck it up and live with that also.

Companies have to realise they can't make up their own laws lol. You are in the right so keep up the fight!

Good news, they have offered to send me a brand new replacement, I will update everyone with the details as soon as it's confirmed! (don't want to rock the boat!)

So after an angry reply from me
This is utter nonsense, why was I not told this before sending the phone out.
My "retailer" is the Motorola store as I bough it directly from your site.
The fault on the phone is wide spread across these devices and well
documented online.
For your support team to not honour the warranty on a pre-existing fault on
such an expensive device is absolutely absurd.
I am familiar with the warranty terms, however I am also aware of my
statutory rights.
I will be seeking counsel as I believe I am being treated unfairly for
a manufacturer defect.
Click to expand...
Click to collapse
I received a response from them the next day.
I will have to check this matter with the relevant department in order to check if there is still something that we can do for you, however I can not promise anything yet.
Click to expand...
Click to collapse
That was on a Friday. The following week Monday I received my good news.
Thank you for your patience.
I am happy to inform you that the decision has been made to provide you with a replacement phone. We will send your Motorola phone to our repair centre in Germany so that an X-code can be created. With the X-code you can create your phone via our MotoMaker builder.
Please let us know if you wish to proceed.
Click to expand...
Click to collapse
2 Weeks later, and I was issued with an "X" Code which I could use to redesign my phone (chose the back colour to be Black over Red this time, as the Red gets dirty easily).
Ordered it immediately, and today I have received my new phone.
I was without my phone for 40 days, the issue had developed earlier, but I was unable to return it at that time.
Sufficed to say, I will not be rooting my phone this time round, with the hope that they will honour their 4 year warranty on this "shatterproof" screen if it ever gets damaged.
This will be my last ever Motorola phone, as this entire ordeal was just tiresome, I will be sticking to the Nexus range from now on.
TycerX said:
Have you checked this out?
http://forum.xda-developers.com/showthread.php?t=1998801
Click to expand...
Click to collapse
Thanks again TycerX for pointing out that thread, it really helped.

khan1989 said:
Did you unlock your bootloader? There's tools for moto style / pure to hide the tamper logo but none for the force yet. Hardly any development on this as the US cousin droid turbo 2's bootloader cannot be unlocked.
If you return this phone with your bootloader unlocked, they WILL void your warranty, relocking it isn't good enough.
I will keep this post updated with my experience, if I manage to get Motorola to honour their warranty I'm sure you would be able to.
Good luck.
Click to expand...
Click to collapse
I relocked the boot loader, and got it back to unmodified software status, and I managed to hide the tamper flag on the logo, however I assume the tamper flag is still buried in the phone somewhere. It's currently in 'awaiting component' status so I assume they're replacing the display rather than sending a new one.

Elhrimnir said:
I relocked the boot loader, and got it back to unmodified software status, and I managed to hide the tamper flag on the logo, however I assume the tamper flag is still buried in the phone somewhere. It's currently in 'awaiting component' status so I assume they're replacing the display rather than sending a new one.
Click to expand...
Click to collapse
How did you get the "unmodified software status" with a custom boot logo?
As soon as I flashed back the normal boot logo, it changed my software status to unmodified again.

khan1989 said:
How did you get the "unmodified software status" with a custom boot logo?
As soon as I flashed back the normal boot logo, it changed my software status to unmodified again.
Click to expand...
Click to collapse
It was a right pain in the ass. I first had to re-unlock the bootloader, flash down to 5.1.1 to get unmodified software status, then update via ota to get back to 6 and keep the software status, then reflash 6 while relocking the boot loader (apparently the 5.1.1 software I had wasn't signed or something idk), and then flash the logo. I rebooted the boot loader and phone a few times to triple check and it all looked normal!

Elhrimnir said:
It was a right pain in the ass. I first had to re-unlock the bootloader, flash down to 5.1.1 to get unmodified software status, then update via ota to get back to 6 and keep the software status, then reflash 6 while relocking the boot loader (apparently the 5.1.1 software I had wasn't signed or something idk), and then flash the logo. I rebooted the boot loader and phone a few times to triple check and it all looked normal!
Click to expand...
Click to collapse
Wow, that could work, as I was sent images of the bootloader highlighting the "modified" status from Motorola who received it from the phone repair company.
Well I was told immediately by Motorola that my phone was voided and they sent me an invoice to pay for handling fees, so it seems like your's has gone through.
Good luck :good:

khan1989 said:
Wow, that could work, as I was sent images of the bootloader highlighting the "modified" status from Motorola who received it from the phone repair company.
Well I was told immediately by Motorola that my phone was voided and they sent me an invoice to pay for handling fees, so it seems like your's has gone through.
Good luck :good:
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Thanks! Interesting that they decided to replace rather than repair yours though... I wonder if that was to get it back to unmodified status for any future repairs or something.

Elhrimnir said:
Thanks! Interesting that they decided to replace rather than repair yours though... I wonder if that was to get it back to unmodified status for any future repairs or something.
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I'm sure it was because I complained and had a pending case with resolver at the time.

Not sure if you have had your iasue sorted, but I was told to send my phone to SBE and it said awaiting component for about 3 weeks. Just this last week i contacted Motorala for an update and within a day they sent me an X code to get a new phone and scrapped my old phone.

[WARNING] MZP hard bricked, repaired and bootloader locked forever

I wanna share my sad story with you.
10 days ago by my huge mistake I've flashed Oreo SOAK zips over 7.1.1 software (with February security patch, 26.118-22-2-17)... As a result of this my phone got hard bricked (not even able to boot into bootloader).
I've sent my Moto Z Play to warranty. Authorized Polish Moto Service Center (CTDI) replaced its motherboard for free (was this hard brick that HARD that Service Center did not notice my bootloader was previously unlocked? This is more than interesting actually, but nevermind).
Today I've got my phone back and I was happy with it only for first few moments: MOTO SERCICE CENTER HAS BLOCKED ABILITY TO UNLOCK BOOTLOADER ON PHONE!
I was more than angry...
I did many phone calls to Service Center, Motorola Poland, Motorola UK, Motorola US and they escalated my case in their organizations but as two polish Moto Consultants told me that this is how their procedures in such cases look like, so bootloader in my Moto Z Play has to be forever blocked.
Anyway, I'm still waiting for a response from Moto Global/Moto US. Hope they'll keep being pro-consumer, not pro-internal-procedures being sticked to weird policy rules.
I will post more informations here once I get it.
PS. If my post here saves even 1 device from hard bricking, I AM HAPPY. Be careful, guys.

Nice heads-up.
You should be happy you got your device repaired for free.
My advice would be to sell the phone and get a new one, they're quite cheap right now.
Sent from my XT1635-02 using Tapatalk

razorsbk said:
Nice heads-up.
You should be happy you got your device repaired for free.
My advice would be to sell the phone and get a new one, they're quite cheap right now.
Sent from my XT1635-02 using Tapatalk
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I will sell it for sure once it's 100% sure my bootloader can not be unlocked.
Unfortunately... There is no Moto Z Play on any market here in Poland anymore. Only Moto Z2 Play.

Well I bought mine from Amazon Germany and I live in South East Europe. That shouldn't be a problem with you being so close to Amazon countries. Last time it was selling for 230 euros new.
Sent from my XT1635-02 using Tapatalk

So you voided the warranty, got a warranty replacement anyway, and now you're upset because they've prevented you from voiding the warranty again?
There's simply NO chance that you're not a millenial
Anyway, thank you for the warning. I've been wanting Oreo myself, but my Z is my primary phone so I can't risk borking it.

MrPib said:
So you voided the warranty, got a warranty replacement anyway, and now you're upset because they've prevented you from voiding the warranty again?
There's simply NO chance that you're not a millenial
Anyway, thank you for the warning. I've been wanting Oreo myself, but my Z is my primary phone so I can't risk borking it.
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Well, phone with a blocked bootloader has the same value as hard bricked phone for me. Sounds stupid, but Android modding is my one of main hobbies since ~2010, so I simply does not feel comfortable using device with locked bootloader.

razorsbk said:
Well I bought mine from Amazon Germany and I live in South East Europe. That shouldn't be a problem with you being so close to Amazon countries. Last time it was selling for 230 euros new.
Sent from my XT1635-02 using Tapatalk
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There are no new cheap MZP on amazon and ebay (both uk and germany). The cheapest new MZP is still more expensive than cheapest new Moto Z2 Play with JBL Soundmod. Choice is simple...

I completely understand, Raf. Just kidding around. Used to love flashing different ROMs when I had the time for such things.
(First one was XDAndroid on an HTC Touch Pro 2!)
I've had good luck with swappa.com in the US, and I see they have an EU marketplace.
Hope you score an unlocked one soon.

Lucky Guy
I recently had my device invalidated in software update in February, I sent the motorola and they did not cover the warranty, I do not know how much it will be for them to repair, since a new card and the value of a new phone, I'm waiting for it You were lucky they changed you.

I have the same problem and exactly the same answer of motorola.
Two devices (i think those are refurbished), and both with the "unlock data unavailable" message from bootloader.
Maybe sim unlocking can fix the data of bootloader and give a valid unlock code... i read that subsidy lock and partition that contain info about unlocking bootloader are related

GuzXT said:
I have the same problem and exactly the same answer of motorola.
Two devices (i think those are refurbished), and both with the "unlock data unavailable" message from bootloader.
Maybe sim unlocking can fix the data of bootloader and give a valid unlock code... i read that subsidy lock and partition that contain info about unlocking bootloader are related
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Click to collapse
But my case is kinda different. I get bootloader data for unlocking but Motorola unlock bootloader page does not recognize it.
I described my case here: https://forums.lenovo.com/t5/MOTOROLA-Android-Developer/Bootloader-Unlock-Problems/m-p/4035328#M8429

rafikowy said:
But my case is kinda different. I get bootloader data for unlocking but Motorola unlock bootloader page does not recognize it.
I described my case here: https://forums.lenovo.com/t5/MOTOROLA-Android-Developer/Bootloader-Unlock-Problems/m-p/4035328#M8429
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Well, now i think that moto is blocked any software modifications in refurbished devices... Another difference is the cid number, these are cid0 while a new device, in my case, are cid50
They only said that my device need technical service, but don't support that modifications, so...

My story has a happy ending: Motorola has provided me a new unlock code for my bootloader. Big thumb up for you, Moto!

I was in a very similar situation; I bricked my device another way, but I pestered Motorola UK enough into giving me a refund for the phone. I've had enough of phones as large as the MZP, and I've now got an Honor 9.