Database Users

Feedback for the HTC Europe support

Hello everyone,
I had the famous "Screen freezing/not responding and start menu clicking" problem.
I called by phone to the support in the UK and was told that I need to ship it for repair.
I was a bit afraid to do so in the beginning but after getting my mobile back home (After less then a week!!!), I must let you all know that their support is GREAT!
Not only that they replace the MB but also replaced the bezel that was a bit peeled.
The email response and the phone response was perfect - There is a guy named Abdul Ibrahim that was VERY helpful.
Bottom line, the phone was back and fixed perfectly in less then a week.
Cheers and well done!
Eldi

Would that be a completely new phone, refurbished?
Have you IMEI changed?

Where do you live? UK?

And most importantly:
did you need to produce any proof of purchase? I've got none thanks to crappy Ebay seller...

I had a very good experience with them. I had opened my phone (so warranty normally void) upgraded ROM but they still fixed it and shipped back with 2 day shipping from UK to US.
I personally give them an A+

They changed the Main board and the Bezel.
The phone is the same only with a new IMEI.
Eldi

dubart said:
Where do you live? UK?
Click to expand...
Click to collapse
I live in Israel, that's why I was so surprised to get it quick.
Make sure if you do not live in Europe that you declare to customs BEFORE sending it!
Eldi

sabestian said:
did you need to produce any proof of purchase? I've got none thanks to crappy Ebay seller...
Click to expand...
Click to collapse
No need for a proof of purchase as the warrenty covers 1 year.
The P3600 is not out for more then a year so you are automatically covered!
Eldi

srk said:
I had a very good experience with them. I had opened my phone (so warranty normally void) upgraded ROM but they still fixed it and shipped back with 2 day shipping from UK to US.
I personally give them an A+
Click to expand...
Click to collapse
Totaly agree with you.
A+

Eldi said:
They changed the Main board and the Bezel.
The phone is the same only with a new IMEI.
Eldi
Click to expand...
Click to collapse
If the IMEI is different , its not the same phone!
They send you a refurbished phone , or a new one.

RacerII said:
If the IMEI is different , its not the same phone!
They send you a refurbished phone , or a new one.
Click to expand...
Click to collapse
How could they change the motherboard and keep the same IMEI?
I would have thought that once he said the phone had its MB replaced you had in fact already been told that the IMEI was different.
Am I wrong?
A phone with a different MB _IS_ a refurbished phone, isn't it?

Sorry about that, you are right.

IMEI restored after /efs wipe with no backup

I'm not sure what the rules are about advertising a particular service. I'm sure a moderator will help if necessary.
I know a great many people lost their IMEI by wiping their /efs folder, either by flashing a ROM with a fault or by deleting it deliberately without knowing what the consequence would be.
I went to two Samsung Certified Repair centres, and neither were able to fix my phone. I then phoned the Samsung helpline, and they agreed to fix it under warranty at their main repair centre in the UK (contractors: Regenersis) even though I bought the phone on ebay.
After about 10 days, my phone is back and the IMEI is restored.
I know lots of people have the same issue, so I phoned Regenersis customer service: 0844 338 0254
They agreed that they will fix this problem for anyone, but she was very firm that the company could not confirm a price without first seeing the phone. I tried to explain that the problems would all be identical, but she was totally firm. I tried to explain I was hoping to send more business their way out of goodwill for my repair. She remained firm!
Their website is: http://www.regenersis.com/our-locations/uk/glasgow
In summary:
If your phone is under warranty and registered with Samsung, you can probably do the same thing as me, which is request a repair over the phone, and they should refer you to regenersis (if you are in the UK). I was completely honest about it being my fault, and that I bought the phone off ebay. I was however still able to register it on the Samsung website under my name. (When I sent it off I was asked to provide proof of purchase so I printed off my ebay receipt)
If your phone is not under warranty, go directly to Regenersis.
Maybe this will give others some hope!
Again, I apologise if this is against forum rules, but as far as I know, no other post has any advise about fixing this issue.

Can you tell me how much it cost to you? I'm with the same problem and I down't know what to do with it

I have no warranty, and I'm far away from the UK

joaoennes said:
Can you tell me how much it cost to you? I'm with the same problem and I down't know what to do with it
Click to expand...
Click to collapse
He says they agreed to fix it under warranty, so presumably they fixed his for free! Hope you get yours sorted.
Mike
Garbled meaning induced by swype!

Tenhi said:
I have no warranty, and I'm far away from the UK
Click to expand...
Click to collapse
Don't worry Regenersis is not limited to UK. They have their offices in Germany, Poland, UK, Romania and Russia.
Unfortunately I have to say that Polish department doesn't have good reputation. Some people reported that smart phones came in worse condition than before service. Just wanted you to know any potential danger It's not that it's a "rule". It just happened couple of times. Too many as I see it.

I've just contacted local official Samsung service center, and they told me that they can't help me because my phone is not bought in Croatia. This one is from Switzerland.
They also told me that there is two ways to fix it. First one would be reverting factory settings with stock ROM and everything else (tried that myself with no success). And another option is to change motherboard (around 200€)...
I will be in Germany soon, so I'll try to contact Regenersis there...
Btw. I'm still trying to fix my nv_data.bin and other files in efs partition

The mother board was not changed, the files were rebuilt. The IMEI was restored to the one on the sticker.
Even though I was very clear that it was my own actions that corrupted the efs data, they treated it as a warranty repair. Perhaps the person I spoke to at Samsung were just being extra nice. My lucky day?
Sent from my Nexus, fool

bedalus said:
I went to two Samsung Certified Repair centres, and neither were able to fix my phone. I then phoned the Samsung helpline, and they agreed to fix it under warranty at their main repair centre in the UK (contractors: Regenersis) even though I bought the phone on ebay.
Click to expand...
Click to collapse
Did you tell them that you insall custom rom?

Swiperaja said:
Did you tell them that you insall custom rom?
Click to expand...
Click to collapse
Yes. I first dealt with the online service request, and detailed everything I had done.
Sent from the future to put right what once went wrong.

Can you ask them how did they do that without replacing motherboard ? I want to knoooooooow .

I sent my Nexus into a service center almost 2 weeks ago and just received an email saying that my repair is on hold because they had to order parts. WTF who knows when the heck I'll ever get this thing back.
I'm in Arizona USA, the service center is in Texas. I played stupid and told them my phone just froze up and I had to pull the battery, then had no service/imei ect... Forgot to mention I had flashed a CM7 nightly kang plus kernel that same day LOL.
Sent from my HTC Sensation Z710e using xda premium

Tenhi said:
Can you ask them how did they do that without replacing motherboard ? I want to knoooooooow .
Click to expand...
Click to collapse
Unfortunately they would not reveal their secrets. They wouldn't even share their pricing system!
Sent from the future to put right what once went wrong.

kmmxracer said:
I sent my Nexus into a service center almost 2 weeks ago and just received an email saying that my repair is on hold because they had to order parts. WTF who knows when the heck I'll ever get this thing back.
I'm in Arizona USA, the service center is in Texas. I played stupid and told them my phone just froze up and I had to pull the battery, then had no service/imei ect... Forgot to mention I had flashed a CM7 nightly kang plus kernel that same day LOL.
Sent from my HTC Sensation Z710e using xda premium
Click to expand...
Click to collapse
My phone is in service for that same exact reason too! I just checked the status of the repair order and it said that they replaced the components. So I assume they replaced the entire motherboard and not simply recreate my imei.

zirra said:
My phone is in service for that same exact reason too! I just checked the status of the repair order and it said that they replaced the components. So I assume they replaced the entire motherboard and not simply recreate my imei.
Click to expand...
Click to collapse
How long did it take to get to this point?
Sent from my HTC Sensation 4G using xda premium

kmmxracer said:
How long did it take to get to this point?
Sent from my HTC Sensation 4G using xda premium
Click to expand...
Click to collapse
From the time they received it probably less than a week

I'm gonna call them to get an update tomorrow
Sent from my HTC Sensation 4G using xda premium

Glad there is something out there for you guys!

suggestions for backup of /efs directory?
first of all, thank you, bedalus, for suggesting the simple and obvious solution of sending the phone back for repair. I was completely stumped prior to that.
I am in the USA, and sent my phone to Texas. it was back in my hands about 10 days later, with no charge or complaints from Samsung. I was unable to figure out how to remove ClockworkMod, so I simply did not mention it, but I did say that the whole thing was my fault. I did do "adb oem lock" before sending it back. when it came back, it had the stock recovery image.
it also had the /efs directory fixed. I have my IMEI back and showing something other than "unknown". so my Nexus S is working again as a telephone.
I have looked around for the best way to back up the /efs directory on a Nexus S, but could not find anything. so I have started a thread asking about a reliable backup plan. if anyone has direct experience, I would appreciate reading it in that thread.

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.
Click to expand...
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
Click to expand...
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.

warranty issue please help!!!

i rooted my phone and currently running cm 12. now my chaarging port isnt working. i have to be switching batteries with my girlfriend everytime mines die.
im still under the given warranty. so i can return my phone and get a new one. problem is...i cant connect my phone back to a computer to unroot it and put the stock firmware on it cause the port isnt working and my computer isnt regonizing my pone at all.
is there a way to unroot and flash stock firmware without a pc?
will samsung send it back to me cuz i rooted it?

It happened to me before on SG S4. They replace it even if it was rooted, and using custom rom. The sales guy said it's a hardware issue and not a software.
Sent from my SM-N910T3 using Tapatalk

thank u for u reply. u think it matter which carrier?
yakabud said:
It happened to me before on SG S4. They replace it even if it was rooted, and using custom rom. The sales guy said it's a hardware issue and not a software.
Sent from my SM-N910T3 using Tapatalk
Click to expand...
Click to collapse

jasonthegreat2007 said:
thank u for u reply. u think it matter which carrier?
Click to expand...
Click to collapse
You mean, bought from one carrier and using the phone with a different carrier? Typically the carrier you purchased the phone with takes care of warranties. But if you've stopped using that carrier and moved to a different one then warranty is now void.
Sent from my SM-N910T using Tapatalk

jasonthegreat2007 said:
thank u for u reply. u think it matter which carrier?
Click to expand...
Click to collapse
I think it does matter. My carrier is TMOBILE and I went to TMOBILE store. They just replace it then and there
Sent from my SM-N910T3 using Tapatalk

Doesn't matter which carrier. But there is a difference between warranty and insurance. Insurance it doesnt matter. They are third party and won't even look at the phone. Don't even say anything. You could even just smash it and get a new one.
But if it is manufacturer warranty you might run into an issue if you have to send it to samsung. If you are bringing it back to where you purchased it, just bring it back. They aren't going to go through all of that. These people are just reps and all that. They should just switch it out.

I just got the replacement today. I'm gonna send the broken phone to them 2maro. U thonk they will charge me a fee if it's rooted? What u think will happen?
Soured Lie said:
Doesn't matter which carrier. But there is a difference between warranty and insurance. Insurance it doesnt matter. They are third party and won't even look at the phone. Don't even say anything. You could even just smash it and get a new one.
But if it is manufacturer warranty you might run into an issue if you have to send it to samsung. If you are bringing it back to where you purchased it, just bring it back. They aren't going to go through all of that. These people are just reps and all that. They should just switch it out.
Click to expand...
Click to collapse

jasonthegreat2007 said:
I just got the replacement today. I'm gonna send the broken phone to them 2maro. U thonk they will charge me a fee if it's rooted? What u think will happen?
Click to expand...
Click to collapse
Don't sweat it too much. If you worry too much you won't enjoy your new phone. [emoji120]
Sent from my SM-N910T3 using Tapatalk

jasonthegreat2007 said:
I just got the replacement today. I'm gonna send the broken phone to them 2maro. U thonk they will charge me a fee if it's rooted? What u think will happen?
Click to expand...
Click to collapse
I don't think it should matter. I worked at T-Mo for several years and the reps mainly don't know anything about root. As long as you "play dumb", meaning that you deny any type of knowledge, and just say that you got "an update and it restarted and got stuck like that" you should be ok. If they charge you, it will be for $175 but you can fight it off. I've taken away several fees to some customers. Even when they were at fault.

jasonthegreat2007 said:
I just got the replacement today. I'm gonna send the broken phone to them 2maro. U thonk they will charge me a fee if it's rooted? What u think will happen?
Click to expand...
Click to collapse
It's not t-mobile who deals with it. It's a third party insurance agency who deals with it. So no you will be one hundred percent fine. I have sent back phones with CM on it. Stock rooted with Knox tripped and so on. Never had an issue. It's going to go in a pile, it will have stock firmware flashed on it to be sold as certified used, or taken for parts. You will most likely not hear anything about it.

OK thanks everyone. I feel better now. Lol. I'm not worried anymore. I just didn't wanna get charged

Did Verizon accidentally send me a Google version?

So, a while back I had some issues with my phone and had to get it warranty swapped. Didn't give it a second thought, knew the phone was locked down because Verizon.
Tonight, I was tooling around in dev options just checking out what's in there. My OEM Unlock toggle isn't greyed out like my original one. I've had it on the network for months with the same Sim.
Did I somehow accidentally get a Google version?

T6D16C84 said:
So, a while back I had some issues with my phone and had to get it warranty swapped. Didn't give it a second thought, knew the phone was locked down because Verizon.
Tonight, I was tooling around in dev options just checking out what's in there. My OEM Unlock toggle isn't greyed out like my original one. I've had it on the network for months with the same Sim.
Did I somehow accidentally get a Google version?
Click to expand...
Click to collapse
There have been reports of some RMA replacements being the Google version. Seems to be a "hitting the lottery" moment... Lol. If one were a gambler they might return their Verizon version over the blue tint for warranty replacement.

CyberpodS2 said:
There have been reports of some RMA replacements being the Google version. Seems to be a "hitting the lottery" moment... Lol. If one were a gambler they might return their Verizon version over the blue tint for warranty replacement.
Click to expand...
Click to collapse
If you have Verizon and Verizon service if they give you a warranty replacement it will be a Google one this is been known since the Google pixel 1 no news

GokuSSJgod said:
If you have Verizon and Verizon service if they give you a warranty replacement it will be a Google one this is been known since the Google pixel 1 no news
Click to expand...
Click to collapse
Not always my friend. It's kinda like a lottery game...so exciting! ?

Badger50 said:
Not always my friend. It's kinda like a lottery game...so exciting! ?
Click to expand...
Click to collapse
I know 8 out 8 people from xda that tested this experiment and all 8 got the Google one.

GokuSSJgod said:
I know 8 out 8 people from xda that tested this experiment and all 8 got the Google one.
Click to expand...
Click to collapse
Except me..lol..had my phone warrantied through Verizon and received a nother Verizon one..

jimlightner said:
Except me..lol..had my phone warrantied through Verizon and received a nother Verizon one..
Click to expand...
Click to collapse
+1 on that also .. originally got mine from Verizon, had issues .. returned to Verizon, received Verizon one back. Now the Verizon I have now is starting the show the same issues .. but, this time I'm dealing with Google directly for the warranty. Waiting on return right now to see what I get

GokuSSJgod said:
I know 8 out 8 people from xda that tested this experiment and all 8 got the Google one.
Click to expand...
Click to collapse
jimlightner said:
Except me..lol..had my phone warrantied through Verizon and received a nother Verizon one..
Click to expand...
Click to collapse
LordGeek said:
+1 on that also .. originally got mine from Verizon, had issues .. returned to Verizon, received Verizon one back. Now the Verizon I have now is starting the show the same issues .. but, this time I'm dealing with Google directly for the warranty. Waiting on return right now to see what I get
Click to expand...
Click to collapse
And there's your lottery!! ??

LordGeek said:
+1 on that also .. originally got mine from Verizon, had issues .. returned to Verizon, received Verizon one back. Now the Verizon I have now is starting the show the same issues .. but, this time I'm dealing with Google directly for the warranty. Waiting on return right now to see what I get
Click to expand...
Click to collapse
I'm curious to how ur dealing with Google now? I tried twice cuz I had a broken one at first, aux port wasn't working so they sent me to the store first, now the other one I have has a hiss when on phone calls. I've reported it but they sent me back to the store

shooterlgk said:
I'm curious to how ur dealing with Google now? I tried twice cuz I had a broken one at first, aux port wasn't working so they sent me to the store first, now the other one I have has a hiss when on phone calls. I've reported it but they sent me back to the store
Click to expand...
Click to collapse
probably to see if theres damage to the device as that wouldnt be covered under warranty.
typically any good company will try to fix the issue before doing a warranty exchange, this has always been normal practice

elliwigy said:
probably to see if theres damage to the device as that wouldnt be covered under warranty.
typically any good company will try to fix the issue before doing a warranty exchange, this has always been normal practice
Click to expand...
Click to collapse
I was thinking maybe it's cuz Im still under the 14 day return window

Google will return Verizon devices directly and send you a replacement. But they don't do return ahead of replacement like Verizon will. You send the broken phone to Google and when they receive it, they send you out the replacement. So you can use Google for warranty but you'll be without your phone for a hot second.

T6D16C84 said:
Google will return Verizon devices directly and send you a replacement. But they don't do return ahead of replacement like Verizon will. You send the broken phone to Google and when they receive it, they send you out the replacement. So you can use Google for warranty but you'll be without your phone for a hot second.
Click to expand...
Click to collapse
No problem for me I have another phone laying around.
---------- Post added at 09:57 PM ---------- Previous post was at 09:56 PM ----------
T6D16C84 said:
Google will return Verizon devices directly and send you a replacement. But they don't do return ahead of replacement like Verizon will. You send the broken phone to Google and when they receive it, they send you out the replacement. So you can use Google for warranty but you'll be without your phone for a hot second.
Click to expand...
Click to collapse
I will contact Google then hopefully they are of some assistance

GokuSSJgod said:
If you have Verizon and Verizon service if they give you a warranty replacement it will be a Google one this is been known since the Google pixel 1 no news
Click to expand...
Click to collapse
GokuSSJgod said:
I know 8 out 8 people from xda that tested this experiment and all 8 got the Google one.
Click to expand...
Click to collapse
Click to expand...
Click to collapse
Now you know 8 out of 9 people because I stated in another thread, I got a straight up Verizon 128Gig Black.
Badger50 said:
Not always my friend. It's kinda like a lottery game...so exciting! ?
Click to expand...
Click to collapse
Exactly. Not everyone gets one.
The good news is the one I have has such a tint issue its going back too. I am not going to accept a sub par phone display... Kinda ironic saying that about this phone.

T6D16C84 said:
Google will return Verizon devices directly and send you a replacement. But they don't do return ahead of replacement like Verizon will. You send the broken phone to Google and when they receive it, they send you out the replacement. So you can use Google for warranty but you'll be without your phone for a hot second.
Click to expand...
Click to collapse
Google will send out the replacement ahead of time in some cases. When I returned my Pixel XL due to the mic issue they sent the replacement ahead of time. They did charge my credit card for it, then refunded after I returned the original.
Sometimes they won't do this unless you ask.
Edit: I should clarify this was for my Google Play store-purchased Pixel XL.