Hey all,
I know this seems like a pretty common sense question ("of course it does, dumbass"), but I just read through all the legalese and Amazon makes no mention of software limitations anywhere in their warranty.
http://www.amazon.com/gp/help/customer/display.html/ref=hp_k6_warranty?nodeId=200728730
I'm not worried specifically about bricking it; but if, say, the ghosting issue that I have gets worse, will they not honor the warranty because I rooted it?
humjaba said:
Hey all,
I know this seems like a pretty common sense question ("of course it does, dumbass"), but I just read through all the legalese and Amazon makes no mention of software limitations anywhere in their warranty.
http://www.amazon.com/gp/help/customer/display.html/ref=hp_k6_warranty?nodeId=200728730
I'm not worried specifically about bricking it; but if, say, the ghosting issue that I have gets worse, will they not honor the warranty because I rooted it?
Click to expand...
Click to collapse
If possible, it's best to unroot it before returning... that pretty much eliminates the whole issue from the get-go.
ndoren said:
If possible, it's best to unroot it before returning... that pretty much eliminates the whole issue from the get-go.
Click to expand...
Click to collapse
Their policy is to send you a new one, and you have to return the old one within 30 days... So what would they do, make you trade them back? Charge you for the second one? I find that hard to believe
This would apply to all phones, am I right???
My mate has a One X and has some WiFi problem where it only works if you pinch the phone together.
He uses it as a dev phone so it is rooted and unlocked etc.
Does this mean he has voided hardware warranty? If he returned the phone to original state would his warranty be valid again?
(forgive me if this is in the wrong thread/section)
I am currently in conversation with HTC about the warranty.
Here's part 1.
Customer Chat
Chat Transcript
Please wait while we find an agent to assist you...
You have been connected to Ryan B.
Ryan B: Hi Paul, thank you for contacting HTC Support. How may I help you today?
F4flake: I've recently become the owner of a HTC one x
F4flake: the boot loader is locked and as such I am unable to perform any administrative tasks with the software
F4flake: I wish to be able to gain root access as the device is mine.
F4flake: there is a way of doing this of course but in order to do so I must unlock my bootloader
F4flake: there is an official process to do so over at HTCdev.com
F4flake: HOWEVER
F4flake: as part of the process it suggests that unlocking the bootloader MAY invalidate my warrentee
F4flake: As such I must seek clarification as
F4flake: 1. The phone is mine, I purchased hardware, nowhere was there an agreement where I said I would not excercise a fundamental administrative right over the software
F4flake: 2 In the UK a provider cannot simply wash their hands of responsibility from their product.
F4flake: 3. The wording is extremely non-specific
F4flake: your turn
F4flake: are you still there?
Ryan B: We will not wash our hands of the customer just because they have rooted their phone, if the customer bricks the phone we can not cover this under warranty as this was not a manufacture issue.
F4flake: then under what circumstances is the warranty void?
Ryan B: But if the customer has rooted their device we can un-root the phone but this will involve changing the motherboard in the phone and this will be a chargeable repair.
F4flake: ok, do you want to call a supervisor? Only unrooting a linux installation does not, I can assure you, require replacing a motherboard
F4flake: also my question remains unanswered. Under what specific circumstances is the warranty invalidated
Ryan B: If the phone has illegal software, the motherboard needs to be changed.
Ryan B: Please note that if our engineers determine that the fault you are experiencing is caused by physical damage, wear and tear or illegal software, it will not be covered by warranty. The repair will be chargeable and we will send you a quote. Should you not wish to pay that quote, there will be an approximate £25 diagnosis, shipping & handling fee to have the device returned to you and not repaired.
Liquid-damaged devices are returned immediately, unrepaired and without charge as they are beyond economic repair.
F4flake: how are you defining illegal? and in what way does a motherboard need changing when it can be simply flashed with the correct software?
F4flake: also, I don't have a problem, I'm simply seeking clarification of the rather vague statement at htcdev
F4flake: can I see a copy of anything that could possibly mean I could in any way load illegal software on my phone? I'm fairly intrigued by this possibility
Ryan B: Illegal as in the sense of someone taking a ROM and customizing it without consent. Regarding the motherboard replacement, this is what HTC have to do as the security will be turned off on the phone displaying that the phone has been tampered with.
F4flake: well on the second point, if the security on a phone is removed, are we talking about an unlocked bootloader or a security flag referred to as s-on or s-off?
Ryan B: That's correct.
F4flake: because once again NEITHER would require replacing a mainboard
F4flake: and what's correct? the first example or the second?
F4flake: the bootloader is not the security flag
F4flake: also, what do you mean by illegally customizing a ROM? Android is open source
F4flake: what part of android would be being illegally customized?
F4flake: Sorry, are you still with me?
Ryan B: You need to S-Off the phone which involves unlocking the bootloader and this will void the warranty. The ROM can be customized by many users and we do not support this.
F4flake: sorry, in order to install a different rom you don't need to s-off your phone.
F4flake: you would need to unlock your bootloader
F4flake: you may not support people making their own ROM but is that actually illegal?
F4flake: have you taken it to court somewhere?
F4flake: look I'm just looking for clarification as to what remains and what doesn't remain of my warranty if I unlock my bootloader.
Ryan B: No but we just say illegal but in the office we say custom software.
F4flake: while I'm sure it isn't a conversation you particularly want to have, unfortunately the HTC dev site is really non-specific
F4flake: so when you say illegal you mean legal then?
Ryan B: I understand.
F4flake: only I'm all for nuance, and "custom software" isn't lost on me
F4flake: so shall we get back to the crux
F4flake: what part of the warranty is invalidated?
Ryan B: No Head Office have told us to say illegal as if any stock ROM is tampered with it's not supported by us.
F4flake: why am I unable to have root access, just as I do with the laptop I've purchased
Ryan B: You are allowed but we do not support this and the whole warranty will be void.
F4flake: ok but head office may have said it, but if it is unprosecuted and unlegislated, then seriously. it's a fairly frivoulous phrase to throw around
F4flake: hang on, if I unlock the bootloader the whole warranty is void?
Ryan B: That is correct as the phone has been tampered with.
F4flake: even though you provide the tool to do it officially?
F4flake: only the htcdev site says it "may" void the warranty. surely it'd be simpler if it simply stated that it absolutely would invalidate all your warranty?
Ryan B: It is there for the customers own use we do not promote rooting devices.
F4flake: also, I think you'll find it's not legal in the UK
F4flake: So let me get this straight and I'll leave you alone I promise.
F4flake: the act of using the htcdev official bootloader unlock function entirely invalidates your warranty?
Ryan B: Only if the bootloader is unlocked.
F4flake: Ok, I know I said I was well up for nuance, but is there a distinction I'm missing there?
F4flake: I was expecting a yes or no answer
Ryan B: No there isn't.
F4flake: Sorry Ryan, can you explain, only your answers appear to be somewhat ambiguous
F4flake: If the bootloader is unlocked, is the warranty void?
Ryan B: One moment please i am getting someone who can help you further.
F4flake: thank you ryan
It doesn't matter what HTC says. Consumer law > HTC's warranty.
Of course not, I'm just seeking clarification of what HTC are up to.
part 2.
Luke: Hi, Paul
F4flake: Hi luke
F4flake: Are you reading through or should I go from the top?
Luke: Just need a moment to read through this chat log, I understand you are not happy that unlocking the bootloader of your device voids your warranty, is that right?
F4flake: No, not as such.
F4flake: I'm seeking clarification as to what "may" void your warranty means.
Luke: Unlocking the bootloader of your device will remove the warranty.
F4flake: Ok, should that not be reflected at HTC dev?
Luke: The main reason for this is due to the fact you can perform administrative tasks on the phone, for example over clocking. This can be done. We cannot condone that this will be in warranty as any damages that may occur in the future may have been caused by you performing one of these actions.
Luke: The HTC dev site is there for developers
F4flake: Of course it is, but the developers will shortly not be there for HTC
Luke: What do you mean?
F4flake: So let me get this straight, The act of unlocking the bootloader voids warranty in its entirety?
Luke: Yes
Luke: All repairs will be chargeable
F4flake: Then I guess I will have to return my handset, inform my twitter followers and post the entire conversation on xda.
F4flake: I imagine there are a whole bunch of users world wide who will be interested to know they can no longer look to HTC for their purchases.
F4flake: Thank you for your clarification.
F4flake: I believe that's everything I need to know. Thank you for your time.
Luke: Thank you for your time Paul. I am sorry to hear that you are unhappy that opening the bootloader of your device will void your warranty.
Luke: I apologise I could be of no further assistance to you.
Luke: Is there anything else I can help you with today?
F4flake: Not yet, I will shortly be questioning the legality of that statement with my friendly neighbourhood consumer rights person. As I don't believe it will stand up under UK law, Has anyone tested it yet?
Luke: I wouldn't know that Paul.
Luke: Thanks for chatting with me today, Paul. To end our conversation, please click End Session. You’ll be invited to take a short survey which I’d be grateful if you took a moment to complete. Enjoy the rest of your day!
F4flake: cheers.
just because you spoke to one manager does not mean it is the same thing for the rest..i still think that if you return the phone to the original rom that came with the handset straight out of the box and yeah lock it if may depending on the issues you return the phone back i still think you are covered. now if software issue and i mean by flashing a new rom or kernel caused the phone and motherboard not to function correctly then fine that is understandable that your warranty will be voided. but if say the screen is damaged or say the LED light is not working then i feel your warranty should still be covered
Does kinda make you wonder though if unlocking the device through htcdev site was the right thing to do or not sometimes. either how i never had to send a phone in for anything major as i always take care of my phones..for others though that have issues maybe they should look into this in more depth...kinda makes you think twice when reading such threads if one should purchase a htc phone if they like to flash and stuff
Nice... They put their hands off everything, when the phone is unlocked on htcdev site... Some devs here should find the way how to unlock bootloader without htcdev as quick as possible... I want to use custom rom but with full warranty...
I will donate everyone who can do this... And I think many of us will... ))
Sent from my HTC One X using xda premium
Hey I s-offed my old desire and reflashed an old ruu before I sent it back for warranty repair.
They turned it around and gave it straight back.
Simply wanted to point out the "may" void warranty is infact "will" void warranty of they damn well feel like. Causing a pain in the ass.
So under the guise of being developer friendly they have in fact become far less friendly.
It's nothing we didn't know, but it should inform our consumer choices, it certainly will mine.
f4flake said:
Hey I s-offed my old desire and reflashed an old ruu before I sent it back for warranty repair.
They turned it around and gave it straight back.
Simply wanted to point out the "may" void warranty is infact "will" void warranty of they damn well feel like. Causing a pain in the ass.
So under the guise of being developer friendly they have in fact become far less friendly.
It's nothing we didn't know, but it should inform our consumer choices, it certainly will mine.
Click to expand...
Click to collapse
Like i said. Kinda makes you wonder sometimes. This has kinda put me off HTC now..I did had my doubts but still thought to ignore due to the fact of my good run of looking after my phones. With sammy all you had to do is use a Jig reset your binary count and flash a stock rom to unroot and that was it warranty back. Bah i love my One X but reading all this kinda makes me wonder if getting a HTC is worth buying anymore..Hell iphones when you jailbreak you can reset them back unjailbreak and you still have your warranty.
Still love my HOX though and i have to make sure i even take more good care of my baby now more then
So if my power button falls off after 1 week and i have an unlocked bootloader, i have to pay HTC to repair my phone?
This is very interesting conversation. I purchased OneX few weeks ago and still am hesitant to unlock it because I very much dont like the idea of letting htc officialy know that I am unlocking the device, even though on htcdev it states that it may void the warranty.
If they would offer us a way to completely unlock the phone(including s-off) and then told us that it will void the warranty that would be a different story.
As for motherboard replacement, I had very similar experience. My last phone was HD2 (with android ofc) and because my hardware buttons got very worn off I took it to a local htc service (official) for repair. I wasnt claiming warranty because it expired so I had to pay for repair. After a day they called me and letting me know that diagnosis is over and that bill would be almost 300e...
They wanted to replace entire board because android was on the phone. When I asked them why they need to replace board since I only wanted to have a replaced flat cable, they told me that it is htc's policy to return the phone in factory condition. So they tried to force a procedure totally unnecessary and not requested by me wich would cost me almost twice the value of a used HD2. I just payed them 10 euros for diagnostics and left giving them a finger in my head.
If HTC actually tried to pull that stunt on anyone and got challenged in court, they'd lose and fairly quickly too.
All it takes is for one person to take them to court and they'll hopefully learn their lesson.
Their take on illegal software also has me interested.
"No Head Office have told us to say illegal as if any stock ROM is tampered with it's not supported by us."
However, CM9 is not a stock rom per say and therefore cannot be tampered with, correct me if im wrong there. So can we get away with flashing that?
Sounds all very vague to me there and in the UK they wouldnt be able to get away with those answers. Unless they can prove we damaged the phone, they have to repair it. If they want to geta round that then they need to clearly state that it "will" void the warranty.
The more I talk to the HTC online live support and read the conversations others are having with their advisors, the less I feel comfortable owning a HTC handset. They provide the HTC Dev tools to unlock the bootloader with ease whilst giving the impression through their FAQ and warning messages that it 'might' void your warranty. This makes people more comfortable and so they go ahead and do so. Then they completely shaft you when they sell you a faulty handset.
I liked the idea of the one x, I moved from a SG2 because I was excited at its power. I have the flickering issue like others on this forum, I can get passed that for now as it is software related I am sure but the way HTC are treating their customers trying to wash their hands of problems/turn a blind eye should there be any issues with the phone grinds my gears.
It is highly unfair to those people who won't go that extra mile to take legal action/threats of small claims court etc... or are clued up on their rights - they will get buggered by HTC. The SG3 is announced tomorrow and I feel from my many years using their handsets that it will be a far superior phone and will receive better customer service/attention from Samsung as I have before. I intend on switching as soon as the SG3 is released after my experience of HTC in the month I've been a customer.
I hope Samsung run HTC into the ground, taking their 'flagship' phone with them.
It is quite ambiguous, about warranty on hardware related.
I want to know:
* If an hardware issue is caused by a custom software (like kernel which overclock CPU) with an UNLOCKED bootloader, DOES the phone void the warranty ? I bet that YES.
* If an hardware issue is NOT caused by a custom software with a LOCKED bootloader, DOES the phone void the warranty ? I bet that NO.
Then the last case below can be controversial:
* If an hardware issue is NOT caused by a custom software with an UNLOCKED bootloader, DOES the phone void the warranty ? I don't really know.
What do you think about that ?
HTC are right to void any warranty concerning unlocked bootloaders, what company in their right mind wouldn't?
HTC whore said:
HTC are right to void any warranty concerning unlocked bootloaders, what company in their right mind wouldn't?
Click to expand...
Click to collapse
One that doesn't want to contravene consumer law perhaps.
HTC whore said:
HTC are right to void any warranty concerning unlocked bootloaders, what company in their right mind wouldn't?
Click to expand...
Click to collapse
Every PC manufacturer for example if i buy an OEM PC and install for ex. Linux on it i still have waranty
abc27 said:
One that doesn't want to contravene consumer law perhaps.
Click to expand...
Click to collapse
How would you qualify overclocking? I think it's like using your phone to make underwater pictures - you have a camera, but you use it beyond its operational conditions. And when you hand them a phone that's dry but having signs of having been submerged, should they void the warranty?
Any of us should know that unlocking the bootloader voids the warranty. This was part of the deal when HTC made unlocking official.
Sent from my HTC One X using xda premium
tkolev said:
How would you qualify overclocking? I think it's like using your phone to make underwater pictures - you have a camera, but you use it beyond its operational conditions. And when you hand them a phone that's dry but having signs of having been submerged, should they void the warranty?
Any of us should know that unlocking the bootloader voids the warranty. This was part of the deal when HTC made unlocking official.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
The problem is the "may void"
JeckyllHavok said:
The problem is the "may void"
Click to expand...
Click to collapse
What problem is that?!? It's the same statement as "If you fall off a 10 floor building you may die". Hoping that you might get lucky and be the one in a million that doesn't die, doesn't exactly put you on the brighter half of the mankind
Sent from my HTC One X using xda premium
Hey guys, do you think there will ever be a way of unlocking one x's bootloader without having to tell HTC you intend to do it? I presume that when you do so HTC automatically putts your device on a "rebel list" and if you ever need some official repair, they're gonna charge you extra. And I don't like that idea at all. Do you?
HTC have allowed people to unlock their phones but by doing so you essentially loose your warranty. By making you use their website to unlock, they know which phones have been unlocked and if your phone is returned for a software fault they can deny you a warranty claim.
At least they let you unlock in the first place! The choice is yours.
I do think that a work around will be found in time..
nimrod77 said:
HTC have allowed people to unlock their phones but by doing so you essentially loose your warranty. By making you use their website to unlock, they know which phones have been unlocked and if your phone is returned for a software fault they can deny you a warranty claim.
Click to expand...
Click to collapse
Yep, that's exactly what they did and I don't like it a smallest bit! I really miss the times of good old HSPL on my HD2. When something broke it took literally 5 minutes to put the phone back to stock and no one would be able to tell it ever was otherwise... I wonder what are the DFT guys doing these days!
Not correct so far you stay on original ROM but you can mabe get problem if you send phone for warranty claim with custom installed.
Lock bootloader and original ROM before you send it if needed
So you're saying that after I receive the unlock code from HTC they won't put my device into some badass database which later on they might use to disprove my (for example hardware fault) warranty claim?
Hi
I am opening a thread to gauge general consensus as to whether or not i should send my device to HTC for repair.
After reading all the horror stories regarding HTC customer support i am a bit reluctant to send my device for its NFC to be repaired. I have unlocked the bootloader, now, relocked, and was wondering if HTC will honor the repair as warranty or whether they will try and charge me?
I tried sorting it through Phones4u but they just kept forwarding me to HTC.
ideally an exchange would have been awesome but ive had the handset 3months.
has anybody had any dealings with HTC after relocking their device and did they charge for a fix?
Thanks
Drew071
HTC can see your phone was unlocked and will probably charge you to repair it.
I wanted to sent my old Sensation back to remove some dust under the screen and because the software had been altered they would reset it back to stock and charge me £100 for the privilege!!
Although their disclaimer states that "some of your warranty may be void" I think they would argue that NFC was damaged due to the use of Custom Software....
If they can get out of fixing it for free, they will!!
drew071 said:
Hi
I am opening a thread to gauge general consensus as to whether or not i should send my device to HTC for repair.
After reading all the horror stories regarding HTC customer support i am a bit reluctant to send my device for its NFC to be repaired. I have unlocked the bootloader, now, relocked, and was wondering if HTC will honor the repair as warranty or whether they will try and charge me?
I tried sorting it through Phones4u but they just kept forwarding me to HTC.
ideally an exchange would have been awesome but ive had the handset 3months.
has anybody had any dealings with HTC after relocking their device and did they charge for a fix?
Thanks
Drew071
Click to expand...
Click to collapse
What you should do is go back to Phones4U , quote the "Sales of Goods act" and point out that under that act they are responsible, especially for the first 6 months.
Read this
http://whatconsumer.co.uk/the-sale-of-goods-act/
and especially the next link which you can print and take along if they give you further hassle.
http://whatconsumer.co.uk/shops-responsibility/
The positive thing is that they are much more unlikely to check the bootloader as HTC.
Give them hell
I have an issue with my phones vibrator, it makes a loud rattling noise as it vibrates. Sounds like a loose piece of hardware in my phone. I have an RMA pending with HTC, but cannot find an RUU for the Bell Mobility Variant of the HTC 10 and i'm unsure of whether it matters or not if i send my rooted device in with a custom ROM or not, and whether they will still honor the limited warranty if it is sent in such a condition. It's definately a hardware issue, but i've never gone through the process. Has anyone done it, know whether it will matter or not if the problem proves to be hardware related, or a way to get my bell variant back to stock before i ship it back?
Appreciate any input, thanks!
Monkz said:
I have an issue with my phones vibrator, it makes a loud rattling noise as it vibrates. Sounds like a loose piece of hardware in my phone. I have an RMA pending with HTC, but cannot find an RUU for the Bell Mobility Variant of the HTC 10 and i'm unsure of whether it matters or not if i send my rooted device in with a custom ROM or not, and whether they will still honor the limited warranty if it is sent in such a condition. It's definately a hardware issue, but i've never gone through the process. Has anyone done it, know whether it will matter or not if the problem proves to be hardware related, or a way to get my bell variant back to stock before i ship it back?
Appreciate any input, thanks!
Click to expand...
Click to collapse
Hello, I have a similar problem, the vibration module is making rattling noise, something loose is inside probably. Did you succesfully repaired your phone with HTC?
I plan to contact HTC Poland tomorrow with this.
I couldnt get my phone back to stock so i had quite the fit with my provider until they sent me a new replacement which had a dead pixel, now have my third and finally seems to be the keeper.