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.

HTC won't repair my phone...

For a fee that is. Long story short my rooted phone would reboot every time I used data about 3 months ago. I tried flashing all types of roms, but the problem still persisted so I flashed everything on my phone back to stock. However more problems emerged and everything got worse and worse to the point that I couldn't charge my phone because it would get really hot and reboot itself and get stuck on the X. The phone was useless I couldn't make a phone call without the dam thing rebooting.
I sent my phone to HTC and I was told that my mainboard needed to be replaced and it wasn't covered under warranty, I asked the lady that was speaking to me why I wasn't covered under warranty and I was told that I was running a custom rom. I asked her why is it that so many other people who were running custom roms were able to get a replacement. I was told that it was because they were able to flash their phones completely back to stock and they couldn't flash my phone back to stock. What a load of bull! She told me that my mainboard needed to be replaced because they could not flash my phone completely back to stock in order to do their tests. My mainboard needed to be replaced because it was faulty not because of the rom I was running!
Besides my unlocked bootloader, everything was completely stock. I flashed everything back to 2.1 and the default recovery. I then updated to 2.2 through OTA.

It seems perfectly reasonable to me. HTC replacing defective displays/digitizers/buttons makes sense even if it is flashed with a custom ROM. There is no reasonable way that damage to these components would occur due to a custom ROM.
The mainboard however is a component that could easily be damaged by irresponsible overclocking or (far less likely) a bad ROM. HTC has no way of determining whether or not the damage was original or due to tinkering and in that case, especially since we were given plenty of warning, is justified in refusing warranty.
I sympathize with your plight but am siding with HTC on this one.

By stock they may mean v2.1. If they cant downgrade to 2.1 then maybe thats why they're having an issue.
By unlocking the bootloader you've voided your warranty anyway so no point complaining since they have no obligation to fix your phone.

unfortunately you were better off putting your device back to stock before sending it in.

cymru said:
By stock they may mean v2.1. If they cant downgrade to 2.1 then maybe thats why they're having an issue.
By unlocking the bootloader you've voided your warranty anyway so no point complaining since they have no obligation to fix your phone.
Click to expand...
Click to collapse
Not once did she mention anything about the bootloader being unlocked voiding my warranty. If she said straight up that I had unlocked my bootloader and they won't repair my phone under warranty and that the people who were able to get their phone replaced were under different circumstances, I would have accepted the fact that I am SOL.
However that was not the case and she stated that they would not replace my mainboard under warranty because they could not fully flash my phone back to its original state. Because of this they need to replace my mainboard in order to get it to stock.
I've read enough posts on people who's phones were acting the same way as my phone was, difference though is that they got their phone replaced under warranty no questions asked.

My phone had the exact same problem, and I did the exact same thing. I unlocked to it to try flashing different roms. Well it didn't work.
Called HTc I was very polite about the whole thing, got a replacement. I did opt for a swap because I thought that if I sent it in for repair thy may notice the unlocked bootloader so I figured swap would be better and it worked out great!
Maybe call again and explain the whole thing, tell them you paid over $500 for this great phone, but you can't even use it for a a phone because of the factory defects, and you are sure you have they have seen this problem in the past with many other customers; like myself. And tell her that some people online recommend you try unlocking the bootloader so you could reflash it or something, and that you don't understand it all, regardless it didn't work and all you would like is a working phone. So ask if they would be willing to simply change the motherboard or send you out a replacement unit.
I don't know just an idea, worth a shot maybe talking to them again! Goodluck

Tech_Boy said:
My phone had the exact same problem, and I did the exact same thing. I unlocked to it to try flashing different roms. Well it didn't work.
Called HTc I was very polite about the whole thing, got a replacement. I did opt for a swap because I thought that if I sent it in for repair thy may notice the unlocked bootloader so I figured swap would be better and it worked out great!
Maybe call again and explain the whole thing, tell them you paid over $500 for this great phone, but you can't even use it for a a phone because of the factory defects, and you are sure you have they have seen this problem in the past with many other customers; like myself. And tell her that some people online recommend you try unlocking the bootloader so you could reflash it or something, and that you don't understand it all, regardless it didn't work and all you would like is a working phone. So ask if they would be willing to simply change the motherboard or send you out a replacement unit.
I don't know just an idea, worth a shot maybe talking to them again! Goodluck
Click to expand...
Click to collapse
tried the same exact tactic to get my macbook fixed but the mac genius was juts too stubborn. remember politeness+cluelessness is the way to get a warrantee acknowledged. well good luck with getting your phone fixed!

... where are all the people on this board that flame you if you dare to ask for a way to re-lock the bootloader? You know ... the ones calling one names and telling people that HTC will honor the warranty despite the bootloader unlock.

HTC did the same to me when mine overheated and cracked it's screen sitting on my desk charging overnight. File a report with the BBB if anything, I did after HTC kept my Nexus for 3 weeks and refused to fix it because of the bootloader and I had a new one 2 days later.

I broke some resistors on my motherboard. They wont fix it for free. I'm so angry.....you accepted the voiding of the warranty when you unlocked. The lady used the wrong terms but you know what she ment. If you void a warranty and the company still honors your voided warranty then good on them. They don't have to and flashing roms CAN mess up a motherboard by overheating it among other things (over voltage etc).

_Dennis_ said:
I broke some resistors on my motherboard. They wont fix it for free. I'm so angry.....you accepted the voiding of the warranty when you unlocked. The lady used the wrong terms but you know what she ment. If you void a warranty and the company still honors your voided warranty then good on them. They don't have to and flashing roms CAN mess up a motherboard by overheating it among other things (over voltage etc).
Click to expand...
Click to collapse
Well said, warranty is voided, end of story. We all agreed to those terms when we unlocked our phones.

Anyone willing to sell their broken Nexus One
I killed my Nexus One, replaced the display, but it turns out I need to replace the lower board as well. Anyone have a broken Nexus One they're willing to part with?
BTW, I don't care about the condition of the display, or outside shell.

_Dennis_ said:
I broke some resistors on my motherboard.
Click to expand...
Click to collapse
How in the hell did you do that?

HTC also refused to repair my faulty power button because I had an unlocked bootloader and wanted to hit me with the cost of a new motherboard to fix it. I spent close to a week arguing with them (over phone and in person) before they relented to do it at no charge. My phone came back repaired but my motherboard was not replaced. They're just out to charge us for unlocking the bootloaders.

Sure glad I used the one-click root, after getting mine replaced for insensitive touchscreen...

I was trying to remove camera and when I was prying the plastic under the battery off I broke the resistors.

My phone did nearly the exact same thing your did. Every time GPS was used it would reboot. Every time I was on a call for a long period of time - reboot. etc.
I eventually called in a repair ticket, flashed my phone to complete stock (with unlocked bootloader), sent it in and they repaired it. Never said a word.

Criticism for improvement thread

So i've been a Xperia Z owner since release and I would like to open this thread so that people can talk about the problems they faced with their phones and if it can be improved by Sony.
Problems I've had:
1. Power button suddenly stopped working, after which I went to a sony center to get it fixed. I had an unlocked bootloader and they refused to repair it, even if I was willing to pay money. I got it repaired from a third party shop. This is just poor customer support.

008bond said:
So i've been a Xperia Z owner since release and I would like to open this thread so that people can talk about the problems they faced with their phones and if it can be improved by Sony.
Problems I've had:
1. Power button suddenly stopped working, after which I went to a sony center to get it fixed. I had an unlocked bootloader and they refused to repair it, even if I was willing to pay money. I got it repaired from a third party shop. This is just poor customer support.
Click to expand...
Click to collapse
You can call it bad customer service/support which I understand....But you also broke the TOS.
When you work for a boss and you break the TOS there is also a big chance that you'll lose your job, which is kind of the same thing.

Dsteppa said:
You can call it bad customer service/support which I understand....But you also broke the TOS.
When you work for a boss and you break the TOS there is also a big chance that you'll lose your job, which is kind of the same thing.
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Click to collapse
Except I've had samsung repair phones even with root. Maybe sony should make better terms. I know for a fact that they prosecuted jailbrakers of the PS3, I know they had a rootkit in one of their CDs.They should be more customer friendly.
Code:
http://en.wikipedia.org/wiki/Sony_BMG_copy_protection_rootkit_scandal

There's a very clear warning that your warranty may be void if you unlock your bootloader. In fact, you're warned of this no less than 3 times during the process of retrieving your unlock key from the Sony bootloader unlock site. You can pretty much take it as read that it means it will be void, even if they say "may".
As for them not wanting to work on it even if you paid, maybe they only undertake warranty repairs at that service centre.
Sent from my C6603 using Tapatalk

kingvortex said:
There's a very clear warning that your warranty may be void if you unlock your bootloader. In fact, you're warned of this no less than 3 times during the process of retrieving your unlock key from the Sony bootloader unlock site. You can pretty much take it as read that it means it will be void, even if they say "may".
As for them not wanting to work on it even if you paid, maybe they only undertake warranty repairs at that service centre.
Sent from my C6603 using Tapatalk
Click to expand...
Click to collapse
Since when did voiding warranty mean "we will not even touch your phone"? They outright refuse to even touch phones which have unlocked bootloaders. I went to 2 service centers and clearly offered to pay for repairs.
Code:
http://www.phonearena.com/news/Sony-refuses-to-repair-phones-with-unlocked-bootloaders_id32812
I found that link after I was a victim sadly. Maybe instead of defending Sony for crony practices you could petition them to have more user respecting policies.

Did you even read what I said? Maybe they only take repairs in warranty at the service centres you went to. In any case, the result was the same. You paid for the repair.
I have no need to petition them. If I unlock my bootloader, then I won't take it to a Sony service centre if it breaks without restoring my TA backup first, as I know the warranty is void.
Also, you should look up what the word "crony" means as it doesn't mean what you think it does. ?
Sent from my C6603 using Tapatalk

008bond said:
Since when did voiding warranty mean "we will not even touch your phone"? They outright refuse to even touch phones which have unlocked bootloaders. I went to 2 service centers and clearly offered to pay for repairs.
Code:
http://www.phonearena.com/news/Sony-refuses-to-repair-phones-with-unlocked-bootloaders_id32812
I found that link after I was a victim sadly. Maybe instead of defending Sony for crony practices you could petition them to have more user respecting policies.
Click to expand...
Click to collapse
Okay, for example, what if they took your phone, repaired it, but in the process something happened to your OS making you lose all your contacts/media etc. What then?
Yes you may have a back-up, but other people maybe don't.
Rules/contracts are made made for a reason.
And yes of course we all have some rules that we dislike, but that doesn't mean that we don't have to follow them.
P.S. repairing the phone yourself would have been cheaper and maybe also faster then a Sony Center.

Should of relocked the bootloader before getting it repaired
Sent from my C6603 using XDA Free mobile app

just because one repair shop is lame and have no idea what to do it doesnt mean that ALL support is bad. its like taking one phone from company and say tha ALL phones are bad ugly etc... how the hell you could say that if such company can have even 500 phones models???
You can say that repair service is bad in your city but not that all service are. Deal with it.

kingvortex said:
Did you even read what I said? Maybe they only take repairs in warranty at the service centres you went to. In any case, the result was the same. You paid for the repair.
I have no need to petition them. If I unlock my bootloader, then I won't take it to a Sony service centre if it breaks without restoring my TA backup first, as I know the warranty is void.
Also, you should look up what the word "crony" means as it doesn't mean what you think it does. ?
Sent from my C6603 using Tapatalk
Click to expand...
Click to collapse
Akinaro said:
just because one repair shop is lame and have no idea what to do it doesnt mean that ALL support is bad. its like taking one phone from company and say tha ALL phones are bad ugly etc... how the hell you could say that if such company can have even 500 phones models???
You can say that repair service is bad in your city but not that all service are. Deal with it.
Click to expand...
Click to collapse
Jesus christ, you guys are worse than apple/samsung fanboys.I read what you said, the repair shop isn't lame, I even contacted sony via e-mail and they said the same thing that they wouldn't repair it.
Also, my power button was spoiled and I couldn't restore my TA.
Again, since when did warranty void = we won't accept your phone even if you pay? I think you are projecting, did you even read what I said? I had a samsung phone before this and samsung repaired it just fine despite the fact that I had root and every thing on it.

LOL. Having some common sense does not equal being a fanboy. The sort of person that immediately cries "fanboy" when someone disagrees with them generally isn't worth my time, so this is the last time I'll reply to you.
As far as Sony is concerned, you deliberately modified your phone and they warned you of this 3 times during the bootloader unlock process. If it's their policy to not repair phones with an unlocked bootloader at all, then you have to live with it. That is the price of them allowing modifications to their devices by having officially unlockable bootloaders.
Like I already said, the end result was the same. You paid for the repair as your device warranty was void, so there's no real cause for complaint here. Keep on complaining to people that can't do anything about it if you want, as it seems that was the real reason for this thread in the first place. I'm out.
Sent from my C6603 using Tapatalk

kingvortex said:
LOL. Having some common sense does not equal being a fanboy. The sort of person that immediately cries "fanboy" when someone disagrees with them generally isn't worth my time, so this is the last time I'll reply to you.
As far as Sony is concerned, you deliberately modified your phone and they warned you of this 3 times during the bootloader unlock process. If it's their policy to not repair phones with an unlocked bootloader at all, then you have to live with it. That is the price of them allowing modifications to their devices by having officially unlockable bootloaders.
Like I already said, the end result was the same. You paid for therepair as yo ur device warranty was void, so there's no real cause for complaint here. Keep on complaining to people that can't do anything about it if you want, as it seems that was the real reason for this thread in the first place. I'm out.
Sent from my C6603 using Tapatalk
Click to expand...
Click to collapse
Except Sony didn't repair it at all. Some third party independent guy did.
Again, I do not have a problem with paying Sony, they have a problem taking my money. Please tell me where they specify they won't repair modified phones, it wasn't in any step involving unlocking of the bootloader.

Closed at OP's request

[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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Click to collapse
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.
Click to expand...
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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.

How to claim warranty after relocking bootloader

I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.

22sumit said:
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
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Click to collapse
I don't think you can get your warranty back. Some say that once you issue an unlock code, your warranty gets void even if you use the code to unlock bootloader or not. I do hope that you get your warranty back and get your phone fixed. Anyways, you could've just told them that it wasn't rooted

psychopac said:
I don't think you can get your warranty back. Some say that once you issue an unlock code, your warranty gets void even if you use the code to unlock bootloader or not. I do hope that you get your warranty back and get your phone fixed. Anyways, you could've just told them that it wasn't rooted
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My bad, I couldn't lie it to them coz they had evidence that the bootloader was unlocked earlier.

22sumit said:
My bad, I couldn't lie it to them coz they had evidence that the bootloader was unlocked earlier.
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Was it locked when you gave the phone to them?
I remember I had a Moto E2 which was running a custom ROM and the phone was in warranty and when it's speaker started going bonkers, I just flashed the fastboot ROM and locked the bootloader (I think so) and took it to service center and they fixed it for free. Actually, the speaker grill had accumulated some dust and that was interfering with the sound output so they opened the phone and cleaned the speaker.

psychopac said:
Was it locked when you gave the phone to them?
I remember I had a Moto E2 which was running a custom ROM and the phone was in warranty and when it's speaker started going bonkers, I just flashed the fastboot ROM and locked the bootloader (I think so) and took it to service center and they fixed it for free. Actually, the speaker grill had accumulated some dust and that was interfering with the sound output so they opened the phone and cleaned the speaker.
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Yes relocked it last night and flashed the stock fastboot images as well.
First they did the same in the holy name of software update and then finally giving up to the final conclusion that the battery needed replacement. I left the mobile with them until they told me on call that they'll be charging Rs 1500 for the replacement since the device was rooted. Sometimes even I think that had I lied to them, they might had considered replacing it at no extra cost.

22sumit said:
Yes relocked it last night and flashed the stock fastboot images as well.
First they did the same in the holy name of software update and then finally giving up to the final conclusion that the battery needed replacement. I left the mobile with them until they told me on call that they'll be charging Rs 1500 for the replacement since the device was rooted. Sometimes even I think that had I lied to them, they might had considered replacing it at no extra cost.
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I wonder what would changing the battery has to do with a fault on the screen?

psychopac said:
I wonder what would changing the battery has to do with a fault on the screen?
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It's actually a battery issue

I don't think you understand... you VOLUNTARILY gave up your warranty when the unlock code was issued, regardless of whether you actually unlocked the bootloader or not. You cannot "get your warranty back" in any way. Did you not read ANY of the multiple warnings when you unlocked your phone, it is presented very clearly at least 3 times before you actually commit to getting the code.

It depends on the country you live in. A company can't get you to accept something like that and make you give up a right given to you by law. Check your local consumer laws, you might still be able to get it fixed under warranty.
I know that in the EU, Australia, New Zealand etc a company cannot waive the rights of a user under the local consumer laws by just getting you to accept some stupid disclaimer.

syl0n said:
It depends on the country you live in. A company can't get you to accept something like that and make you give up a right given to you by law. Check your local consumer laws, you might still be able to get it fixed under warranty.
I know that in the EU, Australia, New Zealand etc a company cannot waive the rights of a user under the local consumer laws by just getting you to accept some stupid disclaimer.
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Most EU countries that is partially true, depending on your country, I will elaborate in a second... I was unaware there were similar laws in Australia or New Zealand...
The situation is quite complicated, at least in Germany, but most likely this applies to most EU countries. There are two different types of warranty. First, the manufacturer warranty / express warranty (Garantie), which is entirely voluntary and the manufacturer dictates its terms. Second, there is the implied warranty (Gewährleistung), which is regulated by law and exercised by the seller.
Under express warranty, manufacturers can decline any repairs easily because of unlocking, and they do that of course. However, under implied warranty, that isn't easily possible. In Germany, in the first 6 months after you buy the device, the seller has to prove that a fault is your own doing. Which is really hard, so you should be good to go even with unlocked bootloader. After the first 6 months, it is the opposite, you have to prove that a defect wasn't caused by you, which is again, really hard.
So in the first 6 months after you've bought the phone you should be fine, but after that, it will be problematic to say the least. Again, this is true for Germany, it might be a bit different in other EU countries.
There are any number of discussions on this topic on Reddit, Lenovo's Official Forums, here and other forums, and although some people seem to get around the Motorola/Lenovo statements, the vast majority don't, even in countries with laws to subjugate this practice. A little Googling will confirm that. Whatever Moto, and other manufacturers with similar policies are doing, in general they are not honoring warranties after bootloader unlocking.
The reality is a lot worse than the pretty picture the politicians give us about the laws that supposedly protect consumers.

22sumit said:
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
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Click to collapse
Once you unlock the bootloader, your warranty is void. It doesn't matter if you relock it. Because you have to request an unlock code from Motorola, that big long agreement you have to accept when you request the code basically tells you that you're voiding your warranty the moment you click "accept", whether you actually use the code and unlock the bootloader or not. Just asking for the code is all it takes.
That's something you need to come to terms with if you're going to use custom ROMs, or root your device. I always wait a month or two to make sure my phone doesn't have any defects before I mess with ROMs, and I research devices before buying them to see what kind of issues they may be prone to in the first 12 months.
Sorry to be the bearer of bad news, bud.
Sent from my XT1687 using XDA Labs

from the unlock code page https://motorola-global-portal.custhelp.com/app/standalone/bootloader/unlock-your-device-b :
As used in this Legal Agreement and Warning, the term "Unlocked Device" means a Device for which an Unlock Code has been obtained, regardless of whether such Device's bootloader has actually been unlocked, relocked or whether such Device's software or operating system has been modified or whether it's original, unmodified software or operating system has been reloaded. In other words, once a Device's Unlock Code has been released by Motorola to User, the Device shall thereafter, for all intents and purposes, be deemed to be an Unlocked Device, irrespective of whether it was, in fact, unlocked or modified.
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(5) THE FOLLOWING APPLIES TO ALL UNLOCKED DEVICES EXCEPT FOR DEVELOPER EDITION DEVICES. BY OBTAINING THE UNLOCK CODE FOR THIS DEVICE, IRRESPECTIVE OF WHETHER THE DEVICE'S BOOTLOADER IS SUBSEQUENTLY UNLOCKED OR ITS SOFTWARE OR OPERATING SYSTEM IS MODIFIED, USER AGREES TO WAIVE AND VOID ALL WARRANTIES THAT MAY HAVE BEEN PROVIDED BY MOTOROLA, BOTH EXPRESS AND IMPLIED, INCLUDING ANY WRITTEN WARRANTY THAT ACCOMPANIED THE DEVICE AT THE TIME OF PURCHASE OR DELIVERY, AND AGREES THAT ANY RIGHTS OR REMEDIES PROVIDED BY SUCH A WARRANTY ARE NULL AND VOID. MOTOROLA MAKES NO WARRANTIES OF ANY KIND AND DISCLAIMS ALL WARRANTIES OF EVERY KIND, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE IN CONNECTION WITH AN UNLOCKED DEVICE. USER ACKNOWLEDGES AND AGREES THAT ALL SUCH WARRANTIES ARE HEREBY EXCLUDED AND THAT ALL UNLOCKED DEVICES ARE PROVIDED "AS IS," WITH NO WARRANTY OF ANY KIND
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I just got a used/refurb G5 Plus in the mail yesterday - it still has warranty thru 06/2018. ($145 from B&H, for the 4GB/64GB version!)
All right, time to "ROM it up!". Read unlock/root directions. get oem unlock data from fastboot, go to the motorola unlock code page:
I sat there, on the unlock code page for about 6 minutes, reading and re-reading that. I've decided not to unlock for now. It's not often that I have a phone under warranty (I've almost always had used phones, etc), so i think i will try to see how well I can get along with stock ROM for a change.
Thankfully, I see very little variance away from AOSP.
This will be a major challenge, for me, to see how long I can stay stock and unrooted. Hopefully, I can make it to the 8.0 OTA.
But, the point is - I read the stuff and took time to think and make an informed decision.

well... in my city, those service center guys are dumb, I mean really dumb;
I had some problem with my bootloader unlocked device, they just checked the bill and repaired the phone for free lol

siddhesh9146 said:
well... in my city, those service center guys are dumb, I mean really dumb;
I had some problem with my bootloader unlocked device, they just checked the bill and repaired the phone for free lol
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North America and Europe don't have "service centers"... We have to send them into corporate repair center to get fixed, there is no walk-in service, which requires an RMA be issued and we get stopped right there.
Honestly, your service center isn't helping... When they do repairs on a device like this, they later submit the repair to Moto/Lenovo for reimbursement and they don't get paid because the IMEI is flagged. Sure, you got your device fixed, but your neighbors paid for it, not Moto.

acejavelin said:
North America and Europe don't have "service centers"... We have to send them into corporate repair center to get fixed, there is no walk-in service, which requires an RMA be issued and we get stopped right there.
Honestly, your service center isn't helping... When they do repairs on a device like this, they later submit the repair to Moto/Lenovo for reimbursement and they don't get paid because the IMEI is flagged. Sure, you got your device fixed, but your neighbors paid for it, not Moto.
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wdym by neighbors? you mean those guys in service center took the loss by this ^above???