[Q] Warranty question after unlocking the device. - HTC One X

Hi,
So it seems like my phone has dust under the glass, and I already unlocked it.
I did not really notice it at first.
I have contacted HTC, and they said it is not under warranty because I have unlocked the phone.
He keeps repeating this: "regardless of any issue your device might experience, once the software was tampered with, the warranty is voided."
To me it sounds retarded, if the phone came from the factory with a hardware issue/dust under the glass, they should replace it no matter what happened software wise. it is the only thing that makes sense to me.
But I guess it is not about what makes sense..
I have read the warranty terms that he provided which I can not attach here due to the 10 posts rule.
He pointed me to:
"HTC IS NOT RESPONSIBLE FOR ANY THIRD PARTY’S SOFTWARE AND SHALL HAVE NO LIABILITY FOR YOUR USE OF THIRD PARTY SOFTWARE", does it really cover them from fixing my phone under warranty? when the phone is only a few days old?

You accepted this on HTCdev.com buddy

muamers said:
You accepted this on HTCdev.com buddy
Click to expand...
Click to collapse
Almost noone reads these terms.

I guess I did.
But I still do not understand how they are not responsible for a defect under the glass.
What they are saying is no matter in what condition it came out of the factory, and you changed the software, we are not responsible for any hardware/physical issues.
Oh well..

muamers said:
You accepted this on HTCdev.com buddy
Click to expand...
Click to collapse
Rubbish, no he didn't
vaderx10minipro said:
Almost noone reads these terms.
Click to expand...
Click to collapse
Well neither have you if you think he has no warranty
Dekkenz said:
I guess I did.
But I still do not understand how they are not responsible for a defect under the glass.
What they are saying is no matter in what condition it came out of the factory, and you changed the software, we are not responsible for any hardware/physical issues.
Oh well..
Click to expand...
Click to collapse
They are completely responsible for hardware defects and the rep is talking nonsense.
On the htcdev site the disclaimer says that issues caused by the unlocking might not be covered, that's all.
Go to the htcdev site, quote the disclaimer to the rep and ask him how its possible for the unlocking to cause this.
I can't believe how many people misquote the disclaimer to say all warranty is lost, it isn't and it drives me nuts when people talk utter BS
---------- Post added at 03:01 PM ---------- Previous post was at 02:52 PM ----------
Disclaimer from: http://htcdev.com/bootloader
It is our responsibility to caution you that not all claims resulting or caused by or from the unlocking of the bootloader may be covered under warranty.
Click to expand...
Click to collapse
If it's not caused by unlocking the bootloader then you still have warranty. Simple
---------- Post added at 03:17 PM ---------- Previous post was at 03:01 PM ----------
From their faq (bolding is my doing):
What does this mean for me?
Unlocking the bootloader means that you now have the ability to customize software on your device. Please note that changing your bootloader can cause significant issues with your device and once you have unlocked your device, you have agreed to the disclaimer that states a change in warranty status such that in the event you render your device unusable, you are responsible for the recovery of your device, whether by repair or by other means.
Click to expand...
Click to collapse
Again, in other words, if you broke it you pay for it. If you didn't, you're still covered under warranty

Thank you!
I will contact them again and let them know about this.
It is funny, they hired a new representative to deal specifically with my country just to show that they care, but he seems so clueless and keeps repeating that sentence.

Hello everyone! So I'd like to know if I lock bootloader again will the warranty repair?
P.S. Sorry for my bad English.

LCF_R said:
Hello everyone! So I'd like to know if I lock bootloader again will the warranty repair?
P.S. Sorry for my bad English.
Click to expand...
Click to collapse
It doesn't matter if you lock it again, they have your IMEI number and know that phone had been unlocked your answer lies with what everyone said above: if you are having a defect caused by hardware when the phone was shipped you can claim using the warranty otherwise if they say it's a defect based on software they will void your warranty based on the fact that the phone was unlocked. Simple and equally harsh I'm afraid...
Sent from my HTC One X using xda premium

Insurance job
Sent from my HTC One X using Tapatalk 2

KrisPerry said:
Insurance job
Sent from my HTC One X using Tapatalk 2
Click to expand...
Click to collapse
Good idea
Sent from my HTC One X using xda premium

This is the reply I got...
As I wrote you time and again, once the software is being tampered with YOU LOOSE YOUR WARRANTY. If another source, as a forum or such claims differently - we can not be held responsible for that.
Also, I have referred you to the exact location where it states that once tampering with the software, the warranty is voided.
If you wish to have our help, you can send the device to an authorised repair centre, have them quote you for the re-installation of the software, determine whether your lcd issue will be covered or not as well by the warranty.
Click to expand...
Click to collapse
And also this is his response about me quoting HTCdev:
In regards of your enquiry, I gave you all the information relevant to your case.
Any argument, or a post from a forum will change the warranty terms.
Click to expand...
Click to collapse

Dekkenz said:
This is the reply I got...
And also this is his response about me quoting HTCdev:
Click to expand...
Click to collapse
What country are you based?
Can you deal directly with your retailer? In the UK your contract is with them and they must rectify.

Not really..That is why I am contacting them directly.
He also pointed me to the terms of use, but yet again they say this:
HTC WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THE SERVICE, INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.
Click to expand...
Click to collapse
To my understanding from this sentence, I am still under warranty.

jammw said:
Good idea
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
Bascially what the HTC rep is saying is that HTC will not repair it all the time you have custom software installed. Relock, run the RUU and send it back. I'll be surprised if the repair engineers even turn the phone on.

Related

Unlocking through htcdev.com and warranty repair - my story

I have bought through clove.co.uk my HTC ONE X.
I have successfully unlocked it through htcdev.com
Now I have a yellowish spot on the lower left corner - a hardware fault, clearly.
I have sent it back to clove.co.uk
They told me that HTC has some doubts about free of charge repairing.
I will keep you posted.
ninja.rogue said:
I have bought through clove.co.uk my HTC ONE X.
I have successfully unlocked it through htcdev.com
Now I have a yellowish spot on the lower left corner - a hardware fault, clearly.
I have sent it back to clove.co.uk
They told me that HTC has some doubts about free of charge repairing.
I will keep you posted.
Click to expand...
Click to collapse
please do..as your story seems quite interesting now. hopefully they will replace it for you but kinda makes you think twice before unlocking it now kinda makes me sad hearing that..i really do hope there is an S-OFF exploit cause if there is not i maybe just maybe might end up selling this and going back to either s2 or buy the s3 when that comes out and hopefully that bootloader will be unlocked...i am really loving my phone but things on this side seem so complicated compare to the s2 one
The htcdev unlock shouldn't affect your hardware warranty but it is worded so that in theory anything could be blamed on you altering the firmware. It would be daft if they do end up refusing to fix your phone for free as it is obviously nothing to do with the unlock.
NoobTerminator said:
please do..as your story seems quite interesting now. hopefully they will replace it for you but kinda makes you think twice before unlocking it now kinda makes me sad hearing that..i really do hope there is an S-OFF exploit cause if there is not i maybe just maybe might end up selling this and going back to either s2 or buy the s3 when that comes out and hopefully that bootloader will be unlocked...i am really loving my phone but things on this side seem so complicated compare to the s2 one
Click to expand...
Click to collapse
Yea if you want an easy to root/mod phone Samsung ones are generally better.
Sent from my HTC One X using XDA
I also have informed Clove that I have posted here.
Let's wait and see whether all the hype about HTC opening the bootloader is just marketing or has some sense. After all, I didn't alter anything hardware so if - say - some button or screen ceases to function or doesn't do it properly, why shouldn't warranty be valid??
The thing with the yellow point is well known. At least in Germany. Had a One X that had the same yellow spot on the left bottom of the display too.
Brought it back to the shop (Saturn) and get a complete new one.
Hopefully you get a new one, too!
Forget to mention that I've didn't unlock it.
ninja.rogue said:
After all, I didn't alter anything hardware so if - say - some button or screen ceases to function or doesn't do it properly, why shouldn't warranty be valid??
Click to expand...
Click to collapse
The way HTC word it on htcdev is that because you're not using official validated firmware then you might have had faulty firmware which damaged hardware e.g. it was overheating but the firmware somehow managed to ignore it and continue.
It depends on what is faulty I guess. If the micro USB socket breaks then it is obviously nothing that could be caused by firmware.
The yellowish spot is probably the glue they used to stick the LCD to the touchscreen. There are quite a few mentions of similar spots on this forum. Was it there when you first got the phone?
Yes it was there but it went unnoticed due to excess of enthusiasm in going through each and every menu and too much work to take care of small details. but then, with time, I got aware of the yellow spot.
Clove also noticed it and sent the phone to HTC.
I avoided unlocking at HTCDev as I'd like to keep my warranty, so I will be waiting for Revolutionary
Sent from my HTC One X using xda premium
same story here, i'm about to send it to htc, i'll await your results, too.
So no rooting without potential warranty issues?
patp said:
So no rooting without potential warranty issues?
Click to expand...
Click to collapse
HTC is entitled to some form of protection. If you overclock and fry your CPU they shouldn't have to eat the cost. Friends who unlocked international phones have gotten h/w (display, build issues, etc.) related warranty service from HTC with no hassle.
Here's their policy:
It is our responsibility to caution you that not all claims resulting or caused by or from the unlocking of the bootloader may be covered under warranty.
Unlocking the bootloader means that you now have the ability to customize software on your device. Please note that changing your bootloader can cause significant issues with your device and once you have unlocked your device, you have agreed to the disclaimer that states a change in warranty status such that in the event you render your device unusable, you are responsible for the recovery of your device, whether by repair or by other means.
It seems fairly reasonable. Asus has Prime owners completely waive their warranty rights, even for non-related issues, when they unlock their bootloaders. So it could be worse.
You know the old saying - "you play, you pay."
BarryH_GEG said:
HTC is entitled to some form of protection. If you overclock and fry your CPU they shouldn't have to eat the cost. Friends who unlocked international phones have gotten h/w (display, build issues, etc.) related warranty service from HTC with no hassle.
Here's their policy:
It is our responsibility to caution you that not all claims resulting or caused by or from the unlocking of the bootloader may be covered under warranty.
Unlocking the bootloader means that you now have the ability to customize software on your device. Please note that changing your bootloader can cause significant issues with your device and once you have unlocked your device, you have agreed to the disclaimer that states a change in warranty status such that in the event you render your device unusable, you are responsible for the recovery of your device, whether by repair or by other means.
It seems fairly reasonable. Asus has Prime owners completely waive their warranty rights, even for non-related issues, when they unlock their bootloaders. So it could be worse.
You know the old saying - "you play, you pay."
Click to expand...
Click to collapse
One one side - an entirely software based brick: user should pay. On the other side, failed hardware: manufacturer should pay. In between there may be differences of opinion!
patp said:
So no rooting without potential warranty issues?
Click to expand...
Click to collapse
I have also sent my phone in for a yellow spot. Phone was rooted on HTC dev. Right now the status is "In Repair". So we will see what they say. I did flash back to stock before sending it in.
i rooted my HOX also. after 2 weeks i noticed the wifi fault AND a yellow spot. relocked it and send it in for repair. returned the phone a few weeks later. Still had a wifi issue, but now i don't get warranty for their faulty repair the first time because they saw is was *relocked*
after a few angry phone calls i decided to fix it my self
Lazy-eye said:
i rooted my HOX also. after 2 weeks i noticed the wifi fault AND a yellow spot. relocked it and send it in for repair. returned the phone a few weeks later. Still had a wifi issue, but now i don't get warranty for their faulty repair the first time because they saw is was *relocked*
after a few angry phone calls i decided to fix it my self
Click to expand...
Click to collapse
My status just changed to "REPAIR COMPLETE". So i think i am in the clear.
I think due to a bad install of a rom on my part the phone would not charge.I had used Htcdev to unlock but reset to facory settings before sending it back to HTC for repair.I have been told its been repaired and on its way back to me.
Flyinace2000 said:
My status just changed to "REPAIR COMPLETE". So i think i am in the clear.
Click to expand...
Click to collapse
Strange now i am back to "In Repair"
Flyinace2000 said:
Strange now i am back to "In Repair"
Click to expand...
Click to collapse
And now it is back to awaiting device....very strange.
Flyinace2000 said:
And now it is back to awaiting device....very strange.
Click to expand...
Click to collapse
And now it shows the phone is being returned. So looks like they didn't care/check that my phone was "relocked".
UPS is set to drop it off tonight, but i am away on business so won't be able to report back on the quality until this weekend.
-Will

[Q] Warranty

Could someone please help shed some light on this subject for me?
If I revert my phone back to stock using RUU and relock the bootloader will my warranty still work (even though it says relocked on bootloader?)
I ask because I rang HTC the other week as I have a dead pixel on my screen and they said my warranty was void as I had performed HTCDev Unlock on the phone.
Thats total crap. Unlocking the bootloader does not invalidate your warranty, HTC made the bootloader unlockable for it's customers.
Yes, depends on them.....btw... did you tell them about the htcdev unlock...or did they find it out themself ?
While unlocking...you accept that "It may viod your warranty "
I believe the warranty still covers hardware if it wasn't caused by software I could be wrong.
Sent from my HTC One X using xda premium
mathrania said:
Yes, depends on them.....btw... did you tell them about the htcdev unlock...or did they find it out themself ?
While unlocking...you accept that "It may viod your warranty "
Click to expand...
Click to collapse
i stupidly mentioned it but the good thing is that they didnt get my name or any other details over the phone so am i still safe?
treebill said:
I believe the warranty still covers hardware if it wasn't caused by software I could be wrong.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
thats exactly what i said to her on the phone. she made me so angry.
next thing i heard from her was "sir if you continue swearing im going to have to end this call" lmao
They would have to show the software somehow caused a pixel to fail.
Frankly I don't fancy their chances.
They may wish to wash their hands of users who don't enjoy their buggy software, but if you choose to run Linux on your Toshiba laptop, Toshiba won't suddenly start telling you it's out of warranty when the screen breaks.
This will be tested over and over, and HTC will lose at every turn.
Stand your ground, submit it for warranty repair, and if they say it'll cost you go see a consumer rights group in your relevant country.
f4flake said:
They would have to show the software somehow caused a pixel to fail.
Frankly I don't fancy their chances.
They may wish to wash their hands of users who don't enjoy their buggy software, but if you choose to run Linux on your Toshiba laptop, Toshiba won't suddenly start telling you it's out of warranty when the screen breaks.
This will be tested over and over, and HTC will lose at every turn.
Stand your ground, submit it for warranty repair, and if they say it'll cost you go see a consumer rights group in your relevant country.
Click to expand...
Click to collapse
i totally agree with you there buddy, perfect example with the laptop.
i mean seriously, on planet earth how the hell do they expect software to form a dead pixel. and besides the dead pixel was there before I unlocked through htc.
silly me as always impatient and couldnt wait to unbrand my phone and get all the laggyness off i unlocked and installed custom rom.
p2nv said:
thats exactly what i said to her on the phone. she made me so angry.
next thing i heard from her was "sir if you continue swearing im going to have to end this call" lmao
Click to expand...
Click to collapse
Lol, you Australians love to swear..
TommUK said:
Lol, you Australians love to swear..
Click to expand...
Click to collapse
When people don't even know their own policies its quite annoying lol
Sent from my HTC One X using xda premium
In the UK at least the warranty is in addition to statutory consumer rights which says basically that the phone should be free from any defects caused by faulty materials or workmanship, it must be "fit for purpose" and for a "reasonable time". As contracts last for 2 years it is not unreasonable to expect a phone to last for 3-4 years. It is also illegal for a company to ask you to disclaim your statutory rights.
What all this basically means is that regardless of bootloader unlock you can sue HTC in a very easy small claims action (you can do it all online) if they refuse to repair your device for any reason and you can show the fault arose through no fault of your own. My bootloader is unlocked and this is exactly what I will be doing should the situation arise
Sent from my HTC One X using xda premium
In australia they have to prove that unlock caused the fault. Same as generic printer inks - they cannot automatically void warranty if you use them, they actually have to prove the ink was the problem.
M.
Sent from my HTC One X using xda premium

Htcdev

I have my HOX from Orange Romania, and i was wondering if i root my HOX using HTCdev will i lose my warranty?
Yes
So there is no chance, if i go back to my stock rom and i unroot my phone that they will fix it if something hapend?
Marius95 said:
So there is no chance, if i go back to my stock rom and i unroot my phone that they will fix it if something hapend?
Click to expand...
Click to collapse
They will still know that you unlocked it
It really does depend. It's tough to call most likely you will lose your warranty in some cases you may be lucky but at this stage just think you will lose it. You can read the failures and successes in the general forum when people have sent back their devices.
Usually you'll get charged for a new motherboard.
Sent from my HTC One X using Tapatalk 2
nikzDHD said:
It really does depend. It's tough to call most likely you will lose your warranty in some cases you may be lucky but at this stage just think you will lose it. You can read the failures and successes in the general forum when people have sent back their devices.
Usually you'll get charged for a new motherboard.
Click to expand...
Click to collapse
Losing your warranty isn't the end of the story though. Usually there is some form of consumer protection law in your country that overrides HTC warranty. It is probably with the retailer, not HTC.
So...
So if I had a warranty with Radioshack, then they would repair my phone regardless of whether or not it was rooted?
caskla said:
So if I had a warranty with Radioshack, then they would repair my phone regardless of whether or not it was rooted?
Click to expand...
Click to collapse
It depends on the consumer laws in the country of purchase.
I do know that if you re-lock a HOX it'll say just that in the HBOOT, 'Re-Locked', that can affect your warranty.
You'll lose the warranty for things like the CPU or in general for things you can kill with kernels and ROMs
Sent from my iPad 2 using Tapatalk

Rooting does NOT void your warrany if you live within the EU

This applies to all forums but oh well, https://fsfe.org/freesoftware/legal/flashingdevices.en.html
Well htc could just say ( ya ,modification of software caused hardware failure of such and such component ) than your warranty is void ,its that simple. Htc doesn't have to prove crap unless every complain choose to take HTC to small court claim
Sent from my HTC One X using xda premium
Legally the accuse should prove your fault..
Bear in mind that it is the seller that is obliged to honour this, not the manufacturer. So if you have an issue, you must persue remedy through the seller, not HTC.
Sent from my HTC One X using xda premium
How difficult is it to just unroot before sending it for repair?
pandaball said:
How difficult is it to just unroot before sending it for repair?
Click to expand...
Click to collapse
Bootloader still says RELOCKED, so there's proof. Also you need the unlock file from HTC...so they know anyway -_-
marcinr said:
This applies to all forums but oh well, https://fsfe.org/freesoftware/legal/flashingdevices.en.html
Click to expand...
Click to collapse
In fact Htc says that if you unlock the bootloader your warranty is void, unlocking is different than rooting
matt95 said:
In fact Htc says that if you unlock the bootloader your warranty is void, unlocking is different than rooting
Click to expand...
Click to collapse
In fact they don't if you read closely. They say that the warranty is void if something happens that could be caused by unlocking. The don't state that the warranty is voided in every case.
In the end it comes down to this (I guess):
If you have a clear hardware fault like a broken display they will probably swap in any case. If you have blown CPU they might or they might not, depending if they like to piss you off or not
If you want to be 100% safe, don't unlock.
If you have a legal protection insurance and live in Europe: Go for it.
If you are daring and believe in customer friendlyness of your dealer: Go for it.
Besides, at least in Germany within the first 6 months, your seller would have to prove that the defect is caused by unlocking, which will be as hard as the other way round after the first 6 months
I was daring; I swapped my device 2 times because of hardware faults (stuck/broken softbuttons and a broken vibrator). Both where relocked, both where replaced without any questions asked (Business contract, I have to admit).
The problem with the HOX isn't just regarding gaining ROOT. It's the fact that even if you unlock via htcdev, you still don't have a fully unlocked bootloader and that's some BS right there.
matt95 said:
In fact Htc says that if you unlock the bootloader your warranty is void, unlocking is different than rooting
Click to expand...
Click to collapse
According to the HTC One X warranty statement: "The Limited Warranty applies only to the hardware components of the Product as originally supplied and does not apply to any software or other equipment." Now, I have not rooted my HOX yet and as so have limited knowledge of the process, but unlocking a boot loader sounds like it is not interfering with the hardware but rather the software (?).
Root have never void varranty for HTC, not for me or enyone I know
audiavant said:
Root have never void varranty for HTC, not for me or enyone I know
Click to expand...
Click to collapse
yeah but because we had s-off and we could revert back to stock without any hint
It's important to remember that I never had any problems on my previous HOX till months in. Four to be exact.
Sent from my HTC One X using Tapatalk 2
My HOX is roted and i sent it to repair, and HTC repaired it for free...
Not 100% sure but I think we as the UK opted out of that EU directive mentioned in the original post.
Sent from my GT-N7100 using Tapatalk 2

Locking a Bootloader

Hi Guys
im really sorry to post this been i have been trying to use the search function all morning but it doesn't seem to be working for me (see attached)
Anyway, now to the question in hand....i need to send my phone back to HTC for repair, but as i have unlocked my bootloader "apparently" it no longer falls under the warranty...
therefore is it possible to get the bootloader back to "locked" as the Customer Service guy told me that if its Re-locked or Unlocked they wont do a thing under warranty
can anyone please help....and once again im sorry this may have been covered before, but my search is not working
Do you happen to have an S-OFF device?
If not, we can't help you.
TToivanen said:
Do you happen to have an S-OFF device?
If not, we can't help you.
Click to expand...
Click to collapse
nope its s-on.....ok that answers that one then...thanks for your quick reply
'fastboot oem lock' will set the bootloader status to RELOCKED. This will be fine under warranty purposes so long as it's a hardware issue and not software.
I sent my relocked One X back to HTC a few months ago because the battery was faulty. They didn't question it at all.
dr9722 said:
'fastboot oem lock' will set the bootloader status to RELOCKED. This will be fine under warranty purposes so long as it's a hardware issue and not software.
I sent my relocked One X back to HTC a few months ago because the battery was faulty. They didn't question it at all.
Click to expand...
Click to collapse
ahh ok...the guy just said its not covered...might have to try someone else...sorry should have put it on the post...i got the yellow sports down the right hand side of the screen so i thought may as well get it repaired while its still under
Where are you, where was your device purchased, and how long ago?
f4flake said:
Where are you, where was your device purchased, and how long ago?
Click to expand...
Click to collapse
Im in Watford, UK
Buymobilephones.net (Who have just got in touch as said its a well known fault and you have to go back to HTC)
July 2012
They have no choice but to fix it, but as usual HTC will piss and moan in spite of their obligations under EU and British law.
Check out the following thread
http://forum.xda-developers.com/showthread.php?t=1631610
and this reply in particular.
http://forum.xda-developers.com/showpost.php?p=37143252&postcount=270
There are number of people who have initially been rebuffed only for HTC to make a "good will" repair, which is in fact nonsense. Corporations don't do good will, they are obligated under the law.
f4flake said:
They have no choice but to fix it, but as usual HTC will piss and moan in spite of their obligations under EU and British law.
Check out the following thread
http://forum.xda-developers.com/showthread.php?t=1631610
and this reply in particular.
http://forum.xda-developers.com/showpost.php?p=37143252&postcount=270
There are number of people who have initially been rebuffed only for HTC to make a "good will" repair, which is in fact nonsense. Corporations don't do good will, they are obligated under the law.
Click to expand...
Click to collapse
ahhh ok.. when i get time ill try read through the transcript...just wondering do i argue with them about it first before i send the phone, or let them collect the phone then get argue with them after they wanna charge me
Manc said:
ahh ok...the guy just said its not covered...might have to try someone else...sorry should have put it on the post...i got the yellow sports down the right hand side of the screen so i thought may as well get it repaired while its still under
Click to expand...
Click to collapse
If your device would generally be under warranty, by that I mean like total stock from day 1, and still within the time period. Then aslong as its re-locked and hardware related, THEY HAVE to honour your warranty. Simple as.
Wilks3y said:
If your device would generally be under warranty, by that I mean like total stock from day 1, and still within the time period. Then aslong as its re-locked and hardware related, THEY HAVE to honour your warranty. Simple as.
Click to expand...
Click to collapse
kool...so im gonna put it back to stock , relock the bootlader and phone up
better start goiing through the board for the stock rom thread now lol
Bear in mind that consumer law is with the retailer not the manufacturer. If your retailer tells you to send it to HTC, get it in writing so that you can claim potential future expenses.

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