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Hi guys, any advice or help would be greatly appreciated.
Last week I plugged my touch pro 2 in to charge. The phone was on and working fine, but the charging light would not come on.
So HTC collected my phone for repair...
Today I phoned to get the latest information and they want £160 to replace the motherboard or £11 to have the phone returned to be unrepaired. Apparently I have been running an illegal firmware and this has voided my warranty. I updated by firmware many times before settling on the one I was happy with, but it seems the one I settled with wasn't the official one. The guy quoted me SPL - 0.85.0-x.......... and said that it was a bit weird but that was why I had to pay.
So I told him that the firmware had been running fine for many months and I wanted to know the exact registry tweak that had broken the motherboard. Anyway I said I didnt accept that the firmware had anything to do with the hardware failure and would be refusing to pay.. I also gave them the sob story that I have had a new HTC phone every year for the past 7 years and have recommended many customers to them.
Where do I stand with this? I have threatened to go to the small claims court, but really just want my phone fixed for free as soon as possible.
Any advice would be greatly appreciated..
Andy
Honestly you asked for this. You are going to have to pay for the repair. You sent in a phone with a cracked ROM and expect them to fix anything? No way in hell will they do it for free.
when you say a cracked rom do you just mean a rom that is available on this forum?
I accept that it isn't an official rom. but it is unrelated to the issue of a phone not charging.
Unfortunately this is the norm... They can't prove your cooked ROM caused it, you can't prove it didn't. What they can prove is that you are not running the ROM they gave you and I'm sure somewhere in the T&C there's legalese about that voiding the warranty.
COULD someone write a program which interferes with charging? I'd bet so, people around here write some amazing stuff. This is not to make any accusations that someone has written any malicious code, simply that it COULD likely be done, therefore I seriously doubt you have much recourse. You could get lucky, but I suspect you're just hosed.. Sucks.
And in reality, you could send the phone in for ANY failure and they discover such things and void the warranty.
I guess you could buy extra/larger batteries and charge them in a charger and swap them as they die. Not the best solution, but at least you don't have to shell out lots of money.
well i've just sent a very professional email to customer services.
tweiss 3, you have a very negative outlook. HTC market their phones on being individual, and indeed this is why so many of us buy them over Iphones. However I took the individuality to the limit by installing a custom firmware. I am extremely confident that a ROM from this forum and a respected chef at that, would not include a registry hack that has any effect upon the charging system of the phone. And have asked them for the evidence that this is the cause of the hardware malfunction.
Positive thinking goes along way as well I feel.
Season's greetings to all of you.
Take them to court. The whole thing rediculous. Depending on your country this might actually be illegal.
I lawyered up when they tried to pull this on me, and guess who got his phone back fixed for free?
Its not that i'm negative, but there are 2 things everyone should know about warranty electronic work.
1) Always go back to stock. Will this cause you to loose all your data and settings, yes, but that leads me into step 2.
2) It is never a guarantee to come back with the settings or OS the way you sent it out. In fact, most companies have a policy of the first step being just reflash/reinstall the OS to stock default out of the box settings to see if that fixes the problems. So knowing this, spend the few extra minutes to reflash back to stock.
That being said, you could possibly win in a court to get it warrantied, but you are only going to screw yourself out of a lot of money and time. HTC knows this and will let you waste it if you really feel the need to. Their warranties are written very well, with a lot of fine print. Also most of them say "Limited" meaning almost they have all the discretion the care to use.
I agree with tweiss3. You can't send HTC a phone with a modified ROM and expect them to fix it. I'm sure these SOB's will do anything possible to get out of fixing your phone. Once they saw that you had a different SPL that was the red flag they needed to void the warranty. I hope you can convince them to fix your phone. Maybe if you were very persistent and demanded to speak to several managers, told them how you and your friends all own HTC product, inform them you will no longer buy their products and possibly take them to court, etc.
With all this in mind I'm even more hesitant to flash my phone to a modified ROM.
I kind of expect it, to be honest. As soon as they see anything not stock, they can void the warranty. Just like with a car with the manufacturer's warranty. You modify it and something breaks, and they will attempt to void the entire warranty regardless of if it caused the problem or not. When I send my car in for warranty work, I take all of the mods off and put it back to the stock parts (the air intake, etc).
It's a crappy deal, I know. But it's something you should plan for if you ever need warranty work done.
Either way, I hope everything works out for you
Its just a rule of thumb when it comes to warranty repair with electronics, always restore stock first!!! As soon as HTC discovered that your phone software was modified, it's no longer an issue to them of what caused the problem with your phone, it is now an issue of this phone is no longer under warranty because of the physical proof of the software tamperment! honestly it would be by the grace of god if they were to reinstate the warranty!
Unfortunatly due to the phone not powering on, or connecting via usb it would have been impossible to restore the firmware.
Thanks for the advice and well wishers.
Worse come to the worse is it worth repairing the phone for that price or is their anyone else who could replace the mainboard for cheaper than £160?
Dude, I totally know what you're going through. I hacked the ECU on my car, and now Mazda won't honor the warranty on my engine. It's total bull...I mean, I should be able to customize it how I want with no repercussions for myself. Why should I have to take the financial hit just because I put on a different software that controls the entire thing that may or may not have screwed it up?
If you couldn't tell, I was being sarcastic. You changed the core controlling software and didn't bother to change it back to the stock one. They have no responsibility to repair it for you.
andypa1 said:
Positive thinking goes along way as well I feel.
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Click to collapse
I honestly wish you luck. Other readers seeking warranty repair should save themselves the risk and the effort and think positively about returning the phone to stock prior to sending it in.
Last week I plugged my touch pro 2 in to charge. The phone was on and working fine, but the charging light would not come on.
Click to expand...
Click to collapse
Unfortunatly due to the phone not powering on, or connecting via usb it would have been impossible to restore the firmware.
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Eh? Obviously if you can't flash it back, you're stuck. Other posters might not have been as hard on you if they had known the phone couldn't be flashed.
Now you know what needs doing I bet you can find someone to do it for less. Worth a look.
Also worth asking for it back and re-flashing and returning to see how their records work.
Do they really have a database of products they don't want to work with or do they just look at the serial, look at the device and decide ? Only one way to find out ! For £11 it might be worth the gamble.
(Plz ignore the previous any post made here earlier, I think it was the equivalent of a pocket call )
What?
I don't think he ever said they fixed it without asking him. They gave him two options:
1) Fix it
2) Return it without repairing it
Unless I missed a post somewhere, he never chose to fix it. In fact, I don't even think he chose to take it back yet.
Just an update... They decided not to replace it for free, and still ask for £160.
You guys are quite right I should have restored it to factory before sending it back. It was sent to HTC running the official upgraded rom so I thought it would be fine, however I had forgotten that it would still be unlocked for unofficial roms and they would check this.
Even if I had remembered it wouldn't have been possible because the phone usb connection was not working..
dik23 thank you for your suggestion! Is there anyway of restoring the spl and all of the phone to stock settings without a usb connection? e.g. micro sd? or wifi?
I think i'm going to ask for the phone back for £11.. However the £11 fee is for an assesment, so there is a chance they will pick up. However I believe having the phone in perfect working condition would give me a stronger standing.
did you ever try a different USB cable? that would be my first thought after it broke....
also, do you have phone insurance? if so, is there any chance in the future it could be "stolen" under the insurance policy, and at worst you would get a working refurb?
I don't have phone insurance but it might be worth while getting it soon incase of any future loss ;-)
madman1520 said:
also, do you have phone insurance? if so, is there any chance in the future it could be "stolen" under the insurance policy, and at worst you would get a working refurb?
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andypa1 said:
I don't have phone insurance but it might be worth while getting it soon incase of any future loss ;-)
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Click to collapse
Even setting morality aside (which you shouldn't), reporting a phone as having been stolen shortly after having a warranty claim rejected is maybe not the smartest move.
i cant believe people from the US are telling you youre in the wrong. idunno about other countries, including the one you're at, but here in the US warranties are made to protect the CONSUMER not the big company. "minidevil"s comparison about a car manufacturer having the right to void your warranty is so wrong its unbelievable. so called "shrinkwrap warranties" arent even legal here in the US. i had a yamaha R1 which i used as a track bike. regardless of what the warranty said or what the dealership try to claim the minute i lawyered up they fixed my bike. simply because they knew what they hoped i didnt. that warranty laws are here to protect me not them. i didnt have to prove that the racing mods didnt fry my clutch hub. THEY had to prove it did. and like it has been said, you cant prove one way or another. here in the US i couldve asked for costs of repairing my bike and court costs for suing them. they knew this and just fixed my bike. again, idunno the laws in your country. its VERY likely youll win in a court, though. but wether or not your court system allows you to also recoup loss monies for court costs from HTC, i dont know.. it may just be cheaper to pay for the repairs.
Hey everyone.
So basically, I live in Hong Kong, and there is an official HTC support center.
So I bought an HTC One X from my carrier, and then after a few days, I noticed I had a yellow spot, but before I detected this problem, I already went on HTCdev and unlocked my bootloader. So I called up HTC HK and talked to a guy, he insisted that I am able to fix it for free. Now, don't ask me why my carrier didn't take it in, they said I must bring it to HTC support center in Yau Ma Tei because it was beyond the 7 day in-store exchange warranty.
I sent my phone in the first time because of the screen issue, and it took about a week. They called me and said, that they are unable to replace the entire device because I unlocked the bootloader, telling me it will cost HKD 1800, and I said, NO! I sent it in because of the screen and not the motherboard! They replaced my phone's screen only, and not the entire device. So when I got my phone back, I had the exact motherboard which said "RELOCKED" and my Serial number matched up with my old one. So they had their hands digging through my 12 day old phone. I checked my phone for other defects, and wouldn't you know it, I found out ANOTHER problem on my screen, yellow spots appeared somewhere else as well as either a dead pixel was located in the middle of the screen, or a speck of dust, I'm not sure. So I yelled at them, and they took it back in.
The second time I sent it in, as I said before, was because of the unidentified dot in the middle of the screen AND the relocated yellow tint on the screen. As they stated before, they said they can't replace the entire device due to the unlocking of the bootloader, so they replaced the screen again. I was told to check the phone, and I found hairline cracks all over the phone. I WAS ABSOLUTELY FURIOUS. All those cracks were due to the repair and poor service, **** SERVICE REPAIR. Okay, I calmed down, I sent it back in, and they said they will replace the housing for me. I was infuriated at the fact that after I told them to repair it for me again, they told me that they will now ask a "Senior Technician" to look over this case, in my head I thought "WHAT THE ****, did you ****ing ask a "Junior technician" to fix this HKD5198 phone?" But I let it all slide, and I got it repaired again.
So yes, the last repair was because the casing was cracked. I took it back in, and was extremely dissatisfied with their repair service. So after listening to all the bull**** they told me AGAIN (voided warranty due to bootloader unlock), I verified my entire phone and checked everything, to make sure everything worked and looked good. I left the place with a fully functioning phone with no yellow spots and unidentified black spots on the screen.
I left the HTC support center, which is a 30 minute ride from my home area (Mid-Levels), and went to my service provider (one2free), I requested to see the senior manager of the company, waited for 15 minutes, and then when I saw him, we requested to speak in a private level of the shop. All staff were forced out of the level, and we started yelling at him. After 45 minutes of constant replies saying "We can't replace your phone directly because firstly, your phone is over the 7 day in-store exchange warranty, and secondly, we need to ask HTC for permission first". At this time, it was around 10pm, and he finally gave in because he was a nice person and we were one of the extreme-VIPs with over 10 unlimited contracts per month (HKD 500/number = HKD5000 a month). After a while, he finally decided to change my phone to the Samsung Galaxy S II LTE phone, which I used for one week. I rooted that phone, and when I restarted CWM recovery, the softkeys broke, even after stock software restore, it was still broken, so they exchanged it for a new phone.
I missed my beloved HTC One X because of the speed and elegancy, so I decided to head over to 3 HK (Hutchison Telecom HK) and my friend took my Samsung Galaxy S II, then helped me get a brand new second batch HTC One X under his number and I was so happy. Flawless to the perfect detail.
That was my story. You guys have any stories on your warranties and HTCdev unlocks? Post below!
That's one hell of a story xD. Good to hear it all turned out well even though you had to go through all that ****. I want to root my phone but because of these stories I don't want to unlock the bootloader...
I have a small yellow dot on the left side of the screen. It's almost not visible only if you look closely on a white background. It doesn't bother me and I could've gotten worse problems so yeah I decided to be happy with this model.
The first post in this thread started on May 2 warned everyone that HTC's no longer providing warranty repairs if they detect a device has had third party s/w loaded on to it. You can unlock the bootloader and still get work done under warranty but you can't load non-official ROMs. There are at least three different threads discussing this and one provides a link to spam HTC's blog in the UK voicing disapproval of the new policy.
http://forum.xda-developers.com/showthread.php?t=1631466
Lol @ you yelling at them
And then taking the manager into a level and kicking the staff out to YELL at the manager aswel lol nice problem solving
They were a crap service and didn't help you much but after you kicking staff out of a level to yell at the manager
Don't expect the manager to help you out much even if you are "VIP" and you go off at the manager hes going to think your an arse and just find the fastest way to get rid of you
I used to work for a service provider in back end and the staff from front desk would always come out to the back and the first thing they'd say is "some prick just went off at me" and if its something that particular staff member didn't do and it was another staff members fault your name and "your a prick gets passed" around the office and nobody will want to help
The best way, is just let whoever your speaking to, know that youre not happy with the service your getting and that you're not actually angry at THAT person your speaking to
Sent from my Galaxy Nexus using Tapatalk 2
Sounds like the device was fixed under warranty. His complaints are that he had to travel 30 minutes and ask more than once for repair.
He wanted a replacement device after voiding the warranty, but didn't want to pay for it, so they replaced the screen under warranty (twice?). And then the casing.
You can't please everybody.
I had a screen problem too but not a yellow spot. If i change the brightness to full and use a black wallpaper you can see a blue spot in the middle of the screen. This is my second HOX after i returned the first one through my carrier in australia because of screen flex and cracking and it took 2 weeks.
Sent from my HTC One X using Tapatalk 2
how typical hk person OP is. (I am from HK as well, we are also known as the complain society)
voiding the warranty with htcdev before getting a replacement phone.
doesn't want to pay for repair even though the warranty is voided.
screaming and yelling...
A VIP expecting best services because his is an expensive phone (they use the more experienced to fix more complicated issues, not based on the phone price)
and then break yet another phone lol
Can't say I feel sorry about what happened to you :S
BarryH_GEG said:
The first post in this thread started on May 2 warned everyone that HTC's no longer providing warranty repairs if they detect a device has had third party s/w loaded on to it. You can unlock the bootloader and still get work done under warranty but you can't load non-official ROMs. There are at least three different threads discussing this and one provides a link to spam HTC's blog in the UK voicing disapproval of the new policy.
http://forum.xda-developers.com/showthread.php?t=1631466
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Click to collapse
Read the entire forum post a few days ago. I sent the device in with a relocked bootloader with the stock RUU reinstalled in it. I know that there was no "illegal software" (as they called it in the other port) present on the device when I sent it in 3 times.
anfozy said:
They were a crap service and didn't help you much but after you kicking staff out of a level to yell at the manager
Don't expect the manager to help you out much even if you are "VIP" and you go off at the manager hes going to think your an arse and just find the fastest way to get rid of you
I used to work for a service provider in back end and the staff from front desk would always come out to the back and the first thing they'd say is "some prick just went off at me" and if its something that particular staff member didn't do and it was another staff members fault your name and "your a prick gets passed" around the office and nobody will want to help
The best way, is just let whoever your speaking to, know that youre not happy with the service your getting and that you're not actually angry at THAT person your speaking to
Click to expand...
Click to collapse
In Hong Kong, one2free/CSL 1O1O is the most "luxurious" and "prestigious" carriers out there for business and high-end markets, so they state. In theory they are supposed to give out good handsets and not flawed ones. Every handset could be flawed and the manufacturers don't want it to be flawed, but the fact that they had the policy of 7 day in-store exchange and I detected it one day after, is just stupid.
But, I know, we weren't actually actually mad at the person we were talking to, he was just trying to help. The other person who was actually furious was because of the phone. We resulted in a happy ending anyways, and that guy told him he wasn't angry at him, rather he was just angry at the service HTC had to provide. We're not that cold hearted you know
I understand where you're going where you said that reasoning is the best way to handle these types of situations, but then it also requires a bit of yelling, and I'll talk about it below.
BenPope said:
Sounds like the device was fixed under warranty. His complaints are that he had to travel 30 minutes and ask more than once for repair.
He wanted a replacement device after voiding the warranty, but didn't want to pay for it, so they replaced the screen under warranty (twice?). And then the casing.
You can't please everybody.
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Click to collapse
Yes, you can't please everybody. But have a think about this: How could a repair center do such a crap job that they had to repair it 3 times consecutively? Did they not do a quality check after they fixed the device? I mean, even if I did want to just replace the screen, they should have done it more professionally, not break the casing while repairing the screen.
etismyname said:
how typical hk person OP is. (I am from HK as well, we are also known as the complain society)
voiding the warranty with htcdev before getting a replacement phone.
doesn't want to pay for repair even though the warranty is voided.
screaming and yelling...
A VIP expecting best services because his is an expensive phone (they use the more experienced to fix more complicated issues, not based on the phone price)
and then break yet another phone lol
Can't say I feel sorry about what happened to you :S
Click to expand...
Click to collapse
We're not really classified as the "complain society", we just have many lazy people working for high-end companies and don't do ****, try to get rid of their assigned jobs as soon as possible and just slack off. Without requesting (yelling) to see the manager, they probably would just lie to you and say "Sorry! The manager is not here". As soon as they know how furious we are, they wouldn't mess with us and they would do their job properly.
Maybe if you lived in Hong Kong long enough and had the experience of poor service everywhere, you would know that yelling at them to get them to do something is the only way to get what you want.
If we didn't yell at them, they wouldn't have even prioritized this problem and just told us to leave with a broken phone because of a manufacturing defect on the phone THEY supplied.
This message is just to warn people that if you unlock your bootloader in Hong Kong, and you need a repair, they will repair, and not exchange, as many times as you want.
Hong Kong is a good place, but filled with lazy people due to the current social pressures. Let's say you try reasoning with them, without demanding them to look at your current VIP status, they would LITERALLY just ignore you, and tell you that they won't be able to replace it for you.
When you said "A VIP expecting best services because his is an expensive phone (they use the more experienced to fix more complicated issues, not based on the phone price)", I know where you're going at, you can't have everything. But try thinking, if you had your phone repaired, and then you knew it was an intern who repaired your phone, you would know it was poorly repaired or not, but most likely as your schemas will tell you that experts are more superior in skill that interns.
To be honest, I was fine with my repaired phone. It was the other guy I was with who had a bad day, and demanded that I go exchange my phone at my carrier. I gave my phone to him and went off looking at other phones, and he was just yelling at them in the private room. I didn't know how they actually got it exchanged, but the reasoning guy was there as well, so I guess after some demand to realize priority in this situation, and then 30 minutes of reasoning, everything worked out fine. I got my phone and left, really without saying a word.
Well, I have to agree that the repairwork sounds shoddy. When they fixed my DesireHD, they did great job in Yau Ma Tei.
And yes, service can be bad here.
Can I ask somethin about that famous yellow screen defect and flex issue?
Is it something that the phone comes with from the first day or is it developed gradually?
I mean, if we know that those are the 2 well-known issues, when we buy our phone we can check it for a couple of days and then root. Now, if the problem will develop later, we are in trouble. I'm waiting mine in a few weeks and that's why I ask.
Actually I am from hk lol
We are one hell of an abusive customer is king society.
I worked in service sector for half and it is insanely difficult to please any customers.
People asking for special favors or deals because they are buying expensive items.
I know that sometimes it feels like you have to get the situation serious for them to do anything. But most often when you have to go that far, you are disturbing other customer's who are being serviced.
The manager resolved to those solutions (such as giving a replacement phone when warrenty is void) is actually to shut you up asap. You aren't meant to get repair or replacement once warrenty is void (or so I think it is anyway).
Now that you or your fd has got it, you would feel it is their fault at the start for not just giving you one.
But you ain't supposed to have one.
So don't call them ridiculous, or need to yell to get them do something.
Generally these cases are out of standard routine and not fair for other customers
Sent from my HTC One X using XDA
As stated, I did all this at night, in a special room. No other customers were there, it was dead quiet.
The point isn't that I voided my warranty. It is half of what I'm saying. We were upset of the job HTC did to repair my phone. And obviously its not like they didn't take my phone because of the warranty void, it was that we wanted to exchange a defective phone 12 days after purchase, 5 days beyond in-store exchange. Even 3 has a 14 day in-store replacement service, why does 1O1O only have 7? That's what I'm saying. Hong Kong carriers don't really give a damn if you unlocked your bootloaders, they don't know how to even check, its only the HTC service center that does this.
The point is, I am supposed to be issued a replacement if the phone THEY supplied had a defect and I had to go exchange it three times. They didn't care for bootloader unlocks, they just cared for their stupid 7 day in-store warranty and their lack of support after that.
Sent from my HTC One X using xda premium
SGS2 LTE rooted or not?
Dear Nicholas,
I have been doing exhilarating research about rooting these days because the information available for my phone is a little confusing, really. So I'm quite anxious about making mistakes and all, you know ;-) and getting into trouble like yours.
Now you have just briefly mentioned here that:
nicholaschum said:
After a while, he finally decided to change my phone to the Samsung Galaxy S II LTE phone, which I used for one week. I rooted that phone, and when I restarted CWM recovery, the softkeys broke, even after stock software restore, it was still broken, so they exchanged it for a new phone.
Click to expand...
Click to collapse
I just got a new GT-I9210 LTE and the rooting information is very confusing everywhere, people using Skyrocket ROMs and such claiming they're the same, but many saying the soft keys broke. Apparently this particular model doesn't have a solid community of users like Nexus or others. So I'm quite anxious about making mistakes and all, you know ;-)
And I happened to come across your post in another thread titled "[Q] Samsung Galaxy S II LTE Root [SOLVED]" from May 9, where you said that you successfully rooted SGS2 LTE (your mentioned specs exactly match mine) and your soft keys and everything works perfectly.
Now, I'm not trying to catch you out or anything, I was very excited when I found your instructions there first but I am just wondering, is this the same phone you are talking about here and there?
I would like to follow your method if it really worked.
Hi,
I am considering getting a Galaxy Nexus from Google. I have never had an android phone before, so I might not be familiar with some of the lingo. I would like to know a list of common possible things that would void the Warranty that comes with the Galaxy Nexus. I understand that dropping the phone into the toilet or damaging it in anyway voids the warranty. I am looking for the software things that people do to their phones that cannot be undone.
e.g. If I root a GN, can I reliably unroot it so that Samsung would not know I rooted it in the first place.
Also if I flash another custom ROM is it easy to get the factory stock ROM back inside if ever I need to send the phone to Samsung for a warranty claim.
Basically I would like to know if there is anything like flashing a custom radio or something like that which cannot be undone if I needed to send the phone in to Samsung regarding a warranty claim.
Thank you,
O. O.
P.S. Does anyone know how long the warranty period is if I buy the phone directly from the Google website? E.g. 90 days, 1 year etc.
any software modifications can be undone, the only thing that would void the warranty is if something happened to the hardware. i've bricked my S2 before and sent it to someone for getting it repaired, which they had to open the device to do so. they didn't fix it so i sent it to Samsung and they still repaired the phone for me. so things like water damage would definitely void the warranty.
Thanks
IINexusII said:
any software modifications can be undone, the only thing that would void the warranty is if something happened to the hardware. i've bricked my S2 before and sent it to someone for getting it repaired, which they had to open the device to do so. they didn't fix it so i sent it to Samsung and they still repaired the phone for me. so things like water damage would definitely void the warranty.
Click to expand...
Click to collapse
Thank you. I guess that confirmation was what I was looking for. I somehow thought that using custom ROMs or Radios could not be undone.
O. O.
No matter what you do to the phone it can be undone with factory images and relocking the bootloader.
water damage. physical damage. software, and most firmwares can be undone.
you cant get water out of circuit board once it hits it.
zeppler said:
water damage. physical damage. software, and most firmwares can be undone.
you cant get water out of circuit board once it hits it.
Click to expand...
Click to collapse
yep take the battery out as soon as you can, or itll start burning the chips inside.
Galaxy Nexus Phone Warranty period
Hi,
I asked this as a PS in my original post, but I did not get any answers. I wanted to know how long the warranty period for the Galaxy Nexus Phone was.
It seems to me that the warranty period is 12 months, and you have 14 days (according to Samsung, but 15 days according to Google) to return it for a full refund (minus 15% restocking fee.)
The following are my references:
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2662730 -> 12 months limited warranty.
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2411741 -> 15 days return with 15% restocking fee
http://www.samsung.com/us/support/service/warranty/GT-I9250M -> 14 day return
http://www.samsung.com/us/support/owners/product/GT-I9250M -> 12 months parts and labor warranty
Thank you.
O. O.
I'd like to share with you all my tale of rom flashing gone horribly wrong. It's really only important for 2 pieces of misinformation that I've seen kicking around the forums. First, the story.
I had already rooted my Telus Galaxy S3 (SGH-i747M), but was still running stock. I started looking around for compatible roms running JB, but didn't have much luck (finding ones that support the Canadian version is not easy). At the same time, I had to update and reset my old Galaxy S2 for a relative who was taking it off my hands. I found a JB rom that was available for both the S2 and S3, from the same dev. I decided to try both out, downloaded them and copied the respective files to the S2 and S3, but quickly realized that the S3 version didn't support my Canadian phone. No problem, I'll leave the S3 as rooted stock.
I proceeded to flash and install the rom on my S2. Everything seemed to be going fine until the first reboot after flashing. The phone appeared to be completely dead. I tried putting the phone into download mode but it was completely dead and would not even show signs that it was plugged into a power outlet. Then, horror. Both my S2 and S3 are in Otterbox Commuter cases. They look very similar. At 1 in the morning in a dimly lit room, they look identical.
Yes. Like an idiot, I had installed the incompatible S3 rom to my Canadian S3. I had, in fact, hard bricked my phone. I set aside my grief for 10 minutes and got the S2 done, as that was the original goal of this adventure. That worked fine. Of course.
For the next several hours and most of the following day, I searched and searched. I ended up on the posts talking about QHSUSB_DLOAD and how I'd screwed myself. No hope. Only option is either JTAG service or, and this brings me to misinformation #1, sending it back to Samsung. Why send a rooted and screwed phone back to Samsung? Well, the argument was that in all likeliness they wouldn't be able to tell and would probably just get it up and running anyway, perhaps with some nominal fee. Also, and here comes misinformation #2, there was a good chance that they would have to fix the problem in order to verify it.
Thankfully, in my only intelligent move in the last year, I had opted to choose the extra device protection offered by my carrier. Which meant, if it wasn't covered under warranty, I could get a brand new phone at a significantly reduced rate. But it did mean I had to send it in to Samsung first. And so, I walked into a carrier store and simply stated that it wouldn't power up. I neglected to mention the whole "I'm an idiot and accidentally installed an incompatible rom at 1AM". At the end of the day, they don't care anyway.
So I waited for almost 3 weeks before getting an update from my carrier. Samsung had looked at it and had a quote. I called the store to find out the cost. The phone needs a new mainboard. $350+ (I remember it being more than $350 but less than $400). Ah, no thank you. I politely declined and contacted the company providing the device protection. No problem, phone would be in my hands in 2-3 business days. I just need to send the damaged phone back when I get it from Samsung.
When the phone did get back from Samsung (within 24 hours, I might add), it came with a note to the carrier indicating that the phone had been rooted. The store manager actually made a good point too. If they were able to get it up and running to figure out it was rooted, why did it need a new mainboard? In all likeliness, they just wanted to teach me a $350+ lesson in voiding the warranty. So, what did I learn from this experience?
1) If you are rooting multiple phones, don't leave them all laying around in identical cases in a dimly lit room at 1AM.
2) Don't root phones in a dimly lit room at 1AM.
3) If you royally mess up your bootloader and it won't boot up, Samsung can still boot up that phone.
4) If that same phone is rooted, Samsung can not only tell, but ensure that the phone remains in it's screwed state for return.
5) They might just try and teach you a $350+ lesson; my guess is this ultimately depends on who looks at it (just like walking into an Apple store and walking out with a replacement, prior to Applecare+).
If anyone is curious why I didn't JTAG service the phone, it's simply because I can't afford to wait that long without a phone and the cost difference between JTAG and my device protection plan is not significant.
I think the are full of it.. I bet they did not even boot it up.
It would be possible for them to boot into download mode using a JTAG device, flash a working bootloader and at the very least load up a recovery environment terminal to check for root access. This is assuming of course they couldn't do this directly from their JTAG skipping having to fix the bootloader. Even so whats to stop them flashing a non working bootloader back to the device after they found what they are looking for. Not only would this not take very long, for the chance at turning 350 bucks work of profit vs a warranty fix im sure the techs are required to do this. This of course doesn't justify the obvious fact that a replacement motherboard is completely ridiculous. I'm of the opinion that it isn't right to cheat the manufacturers by getting warranty replacements on user created errors, however if they are attempting to gouge the end user instead of just charge them to fix the problem then i say all's fair. Lets face it, its not as if they don't take these warranty devices, especially the hard bricked ones, and simply fix the software, repackage and sell them again.
Exactly. I sent it in and fully expected some kind of charge, like labor, to get it working again. But not almost $400.
Yea, that is pretty lame. Its no different than a damaged led lens, which they charge the full LED assembly price of $175 instead of just fixing the problem. I just did this today on my phone for $20 and an hour or so of my time.
Wow that sucks. At least your other phone still works.
sent from my rooted galaxy 3.6
Noob question:
Did you use Triangle Away? If they can just boot up the device and find if you have root access, is the point of Triangle Away just aesthetics?
I think that is more or less an easy give away the uneducated rep at the sales counter can look for.
i must confess i've rooted my phone dozens of times, and i can say that over 80% of those were in the dark after midnight.
Yeah, me too. It only takes one mistake though ...
yes rooting is such another .apk on the phone and certainly does not void the hardware warranty... Obviouisly they should charge you for software issues which you did.. did you get the phone back and have someone else jtag and fix it?
No. I have to send it back in to the company I have device protection through. But I have a new S3 already. JTAG would probably work, but it would take too long and isn't much cheaper than getting the new one.
Sent from my SGH-I747M using Tapatalk 2
And yeah your full of it lmao. I had a galaxy s3 that just stopped working after being left in charger a night. Took it.to a rsi (Samsung official customer service and service center here in dallas Texas) and they said the motherboard was ruined. And it was stock non rooted. And it was covered under warranty and they had to create a new imei for the phone. So $350? Yeah right
Sent from my SGH-I747 using xda premium
Sorry, I'm full of it? Your phone is non rooted, so your point is completely moot. Your phone legitimately died. Mine was screwed because of my own fault of flashing the wrong rom. There was and is nothing wrong with the motherboard on this phone. They were just trying to teach me a $350 lesson in rooting/voiding my warranty. But thanks for your insightful comment.
JTAG
bionemesis said:
Sorry, I'm full of it? Your phone is non rooted, so your point is completely moot. Your phone legitimately died. Mine was screwed because of my own fault of flashing the wrong rom. There was and is nothing wrong with the motherboard on this phone. They were just trying to teach me a $350 lesson in rooting/voiding my warranty. But thanks for your insightful comment.
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happened to be last night,only option was to JTAG it so sent it to MTV Mobile Tech Videos,sucks ass....will se how long i am in Texas and sent it to Bryan Texas.Hopefully Get it back albeit in one piece by Wednesday Meanwhile i have no Phone.
This is not to offend anyone or cause a flamme war.
But I don't think people should be lying to Samsung or any carrier, that 1. Your phone isn't bricked/rooted and 2. That you have no idea of what's going on and it just wouldn't turn on.
You as a user should hold all responsibility for a bricked device. Should they charge you 400$? Damn right they should.
That's one of the many reasons why Samsung and many other carriers either ship their devices with locked bootloaders or don't release source code. And don't say the whole "I played 500$ for my phone I get to do what I want," yeah you're completely right. But let's say you're changing your cars oil and the person being the n00b that they are decides to mix synthetic oil and convention oil in the engine. Oh no you're screwed. You dont take your car to the dealership saying "I don't know what happened the engine just won't turn on," THEYRE GOING TO KNOW lol, and expect to get a free car or not get charged for your miss hap. C'mon. If you screw up at least be responsible to pay some kind of fee to get it fixed. I despise folks who "try to play the system" because of them phones will be locked down in the near future. Now its illegal to carrier unlock your device unless its paid for because of folks like that. I understand the OPs mistake. Yeah I've done it. But I paid to fix my mistake. Be responsible people. We're grown ups here. Same with flashing stuff. Do a little reading before you start a thread on how you "bricked your phone" but its really stuck in a boot loop.
Just my 2¢
Sent from my SAMSUNG-SGH-I747 using xda app-developers app
I couldn't read all of that I must have a terrible attention span these days.
But I did read that you were with telus, not at&t; but of course its morally wrong to lie to at&t but the way I see it is I pay them $2000+ over the course of my contract for this phone and if I want to take advantage of their warranty system to save $300-400 (a small fraction of what they're making off of 1 customer) and try my best to get a free replacement you can bet your ass I will.
Heisenberg420 said:
I couldn't read all of that I must have a terrible attention span these days.
But I did read that you were with telus, not at&t; but of course its morally wrong to lie to at&t but the way I see it is I pay them $2000+ over the course of my contract for this phone and if I want to take advantage of their warranty system to save $300-400 (a small fraction of what they're making off of 1 customer) and try my best to get a free replacement you can bet your ass I will.
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I see were you're getting at but you pay ATT for a service, not a phone. Those 300-400$ are for Samsung, which is different. They're kind of giving you a discount. Phone cost 700$ but they'll kindly replace it for 300$ they're being lenient about it.
Sent from my SAMSUNG-SGH-I747 using xda app-developers app
bionemesis said:
If anyone is curious why I didn't JTAG service the phone, it's simply because I can't afford to wait that long without a phone and the cost difference between JTAG and my device protection plan is not significant.
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JTAG costs $50 and has a two day return.
Did you try a jig to force the phone into download mode.?
All this talk about voiding warranty is interesting. I'm not an expert however I thought that warranty cannot normally just be "voided" in totality - instead manufacturers can deny a warranty claim on the basis that a modification has interfered with the product and they are no longer liable.
So, if we root the device and then have a major software failure (bricked), Samsung can say "denied warranty claim"
On the other hand, if the button stops mechanically working, surely Samsung couldn't claim this was related to the rooting.
thoughts? (or even expert opinion )
boltor said:
thoughts? (or even expert opinion )
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In the EU is warranty a legal right which can't be canceled by the seller. In contrast to guarantees the seller made. The problem is that warranty is effective when the problem already exists at the moment of sale. And this is mostly a question of confidence.
I can't speak for Samsung but HTC tries this also and here I know enough cases where the warranty stayed after rooting/unlocking and the device was repaired/replaced free of charge.
I know Asus is not cool about the warranty stuff. I had a 3 month old TF700 that had the touch screen fail and Asus wouldn't fix it under warranty. $280 out of pocket and we all know there is no way CleanROM broke the touchscreen sensor. I just assume Samsung is the same way, but have no idea actually.
snake2332 said:
I know Asus is not cool about the warranty stuff. I had a 3 month old TF700 that had the touch screen fail and Asus wouldn't fix it under warranty. $280 out of pocket and we all know there is no way CleanROM broke the touchscreen sensor. I just assume Samsung is the same way, but have no idea actually.
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They aren't too bad from my experience. I sent a fully rooted tab 7 to them that had internal memory go bad. I sent it to t hem with ICS on it, though the device was never upgraded beyond gingerbread from OTAs. They fixed it TWICE (it happened again when i received it back) for the same problem without any complaints or questions.