Develop Bugs

HTC Repair attempting to charge me £169 to fix an assembly gap (update post #213)

Thought I'd create this topic to raise awareness if anyone is sending their phone to HTC for a repair of a gap on their phone. My phone has a gap on the left hand side that dust and dirt collects in. I sent this phone back on the 10th of May to get this fixed, it was classified as an 'assembly gap', the phone was returned with a list saying everything that was replaced (motherboard/sound chip/vibrating motor), but the gap wasn't fixed. I sent the phone in again on the 25th of May being reassured it would be sorted this time (especially after my confusion as to why motherboards/motors/ect were being replaced for an assembly gap), and to my shock HTC emailed me a quote for repair this morning
Dear
Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair.
We have prepared a quote for you which you can view, accept and pay for at
If you decide not to complete this repair, your device will be returned to you following receipt of payment for the administration and shipping costs incurred. You may use the same link as above to arrange this.
Many thanks,
HTC Customer Care
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Waiting for a response from CS now. HTC Chat told me the repair centre hadn't given enough reason as to why there was a quote, so it had to be investigated further. Sounds like repair trying to pull a fly one on an unsuspecting customer. Angry to say the least.
Phone is locked btw, I didn't even take it out the house/really use it at all when it came back because of the gap still being there (other than turning it on and sending 1~2 texts), so the phone is in the EXACT same condition as it was when repair sent it back.
As I said I want people to know about this for their own sake, and on a personal level I'd like to raise awareness and share with everyone what happens next.

they r cheaters....
.
.they should charge all the cost....
.
.
head directly to the main service store and talk to them face 2 face...
with some strong tone voice....
.
.
maybe there is mistake by the website...

Dude, I had the same issue and my carrier is swapping my phone. HTC had to confirm that there was a fault but only did this via phone.
You spoke to the seller you bought it from? They're responsible under the sales of goods act, assuming you live in the UK.
Sent from my HTC One X using xda premium

Genkville said:
Dude, I had the same issue and my carrier is swapping my phone. HTC had to confirm that there was a fault but only did this via phone.
You spoke to the seller you bought it from? They're responsible under the sales of goods act, assuming you live in the UK.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
I've returned directly to HTC myself, didn't go through my seller.

Depending on where you got it from you should not have had this issue.
If it's under 28 days, ANY company in the UK has to provide you with new handset. That's basic consumer law (so I've been told, so I'm open for correction) I've had a few One X's with manufacturer defaults, all were replaced by The Carphone Warehouse on the same day I went in with the problem.
I've not had the best experience with HTC and customer support. I sent a Desire off for repair around this time last year, after a month and a half I didn't have my device back.. eventually they sent a brand new one, but still

Just maybe OT: but how big is the gap? I mean I have a gap along the whole screen on both sides of the ring. So gap next to screen , the black ring (or how should I call it) again gap and then there is the PolyCarbonate or how its called.
The gap is as thick as paper I guess maybe little more and yeah dust gets in it. It doesn't bother me as much. Just wanna know how big is your gap that you returned the device?
And also why it should bother me. As I had next to my device a SGS II which had also gaps next to the screen as big as this and other phones as well.
Can the dust there be dangerous to the device itself?

PAGOT said:
Just maybe OT: but how big is the gap? I mean I have a gap along the whole screen on both sides of the ring. So gap next to screen , the black ring (or how should I call it) again gap and then there is the PolyCarbonate or how its called.
The gap is as thick as paper I guess maybe little more and yeah dust gets in it. It doesn't bother me as much. Just wanna know how big is your gap that you returned the device?
And also why it should bother me. As I had next to my device a SGS II which had also gaps next to the screen as big as this and other phones as well.
Can the dust there be dangerous to the device itself?
Click to expand...
Click to collapse
HTC chat told me the gap shouldn't be there, I explained it wasn't that large but allowed dust/dirt to get in. I explained the seal on the right of the phone didn't have any gap.
Btw there was also a bit of dirt trapped under the screen top right.

Update from HTC
Dear,
Thank you for contacting HTC regarding your HTC One X.
My name is and I am a Technical Support Agent for the HTC Written Team.
I’m sorry to hear that you have received a bill from HTC to fix the assembly gap in your phone.
To resolve this, , I've passed your case to the relevant department for investigation. As soon as I get a reply I will let you know, this should happen within 2 working days.
To let me know I have successfully answered your query, please follow the link below to close your enquiry, you will have the opportunity to leave feedback about your experience contacting me today.
Let me know if I have successfully answered your question, please click here to complete this.
To send a reply to this message, please click here.
Sincerely,
HTC
Click to expand...
Click to collapse
If it reads funny it's because I've taken names out.

jaaystott said:
Depending on where you got it from you should not have had this issue.
If it's under 28 days, ANY company in the UK has to provide you with new handset. That's basic consumer law (so I've been told, so I'm open for correction) I've had a few One X's with manufacturer defaults, all were replaced by The Carphone Warehouse on the same day I went in with the problem.
I've not had the best experience with HTC and customer support. I sent a Desire off for repair around this time last year, after a month and a half I didn't have my device back.. eventually they sent a brand new one, but still
Click to expand...
Click to collapse
Consumer law is not quite as clear as that, but to all intents and purposes, you can assume that to be the case. Within 28 days you should never send for repair. Always insist on a replacement.
Just FYI, if you buy a new car and it has a fault, you cannot demand a new car within 28 days
Also, as said, the responsibility even after 28 days lies primarily with the seller and NOT the manufacturer. Many websites, including Amazon suggest that after 28-30 days, they wash their hands of anything to do with a problem. That is not the case at all.

That sucks, my brother had a similar problem too with his desire hd, it went on for months back and forth untill he decide to turn to the dark side and bought a 4s instead!

So HTC are asking their customers to pay to fix problems on the assembly line and their lack of quality control? Nice!

Sounds like we dont havent warranty, no matter is the bootloader unlocked, re-locked or locked ... nice HTC. That will be my last HTC for sure ...

muamers said:
Sounds like we dont havent warranty, no matter is the bootloader unlocked, re-locked or locked ... nice HTC. That will be my last HTC for sure ...
Click to expand...
Click to collapse
My last HTC also ...
Sent from my HTC One X using xda premium

xko said:
My last HTC also ...
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
Same here. Trying to get my yellow spots fixed, but customer care is keeping me in the dark for the second time ( first ticket was closed without any reply/reason, second one is still open with no further response after almost 3 weeks). I had enough of this bs, this is not the way to treat your customers.
Sent from my HTC One X using XDA

Here in India it seems better. Got my phone yesterday and noticed screen creaking when i got it home. I went to the HTC service center and they inspected it for 5 mins and gave me a DOA slip. Took that and my faulty phone back to the shop and they replaced it within 5 hours.
The customer care told me this is the procedure.

To add a bit more to my story (as funnily enough HTC started out 'okay'), I got my first handset from affordablemobiles.co.uk for release. It was a serial #23, very bad screen flex and screen ripple.
AM don't do straight up exchanges, they take the phone back for inspection. At this stage right after release the screen flex/distortion scenario while starting to get 'fame' on XDA, wasn't as widespread in media yet. AM sent my phone back saying nothing was wrong with it. That angered me and someone suggested telling HTC to give them a kick up the arse and to exchange.
HTC however just asked me to send to them if my retailer was refusing an exchange. I did, and HTC actually sent me a new handset (although it COULD of been a refurb). It was a #24 serial.
This one had the gap at the side, and a misaligned camera ring. I sent it back to repair on the 10th as my comment in the first post in this topic. It came back unfixed yet with a nice list of all this other stuff repair supposedly changed (motherboard/motors/sound chips/ect).
I noticed this time as well dirt trapped under the screen at the top right, I assume this dirt was there when the handset initially was sent to me the first time but I had just missed it. My assumption for this is the repair note didn't say anything about repairing the screen, and the gap was still there, something that needs the screen repaired to fix. Therefore no one had done anything to the screen, quite clearly the issue I had sent the phone in for which was described clear as day on my repair note.
And now I'm left with a bill when HTC repair finally decide to repair the gap on the screen. What confuses me most is how I sent the phone in the first time for the gap and they'll happily exchange all the innards and send it back, but now they've changed their mind and have decided the gap they can now see is my fault, or not covered.

what confuses me is that they did not say the reason why the warranty is not covering it for you
Audioboxer said:
To add a bit more to my story (as funnily enough HTC started out 'okay'), I got my first handset from affordablemobiles.co.uk for release. It was a serial #23, very bad screen flex and screen ripple.
AM don't do straight up exchanges, they take the phone back for inspection. At this stage right after release the screen flex/distortion scenario while starting to get 'fame' on XDA, wasn't as widespread in media yet. AM sent my phone back saying nothing was wrong with it. That angered me and someone suggested telling HTC to give them a kick up the arse and to exchange.
HTC however just asked me to send to them if my retailer was refusing an exchange. I did, and HTC actually sent me a new handset (although it COULD of been a refurb). It was a #24 serial.
This one had the gap at the side, and a misaligned camera ring. I sent it back to repair on the 10th as my comment in the first post in this topic. It came back unfixed yet with a nice list of all this other stuff repair supposedly changed (motherboard/motors/sound chips/ect).
I noticed this time as well dirt trapped under the screen at the top right, I assume this dirt was there when the handset initially was sent to me the first time but I had just missed it. My assumption for this is the repair note didn't say anything about repairing the screen, and the gap was still there, something that needs the screen repaired to fix. Therefore no one had done anything to the screen, quite clearly the issue I had sent the phone in for which was described clear as day on my repair note.
And now I'm left with a bill when HTC repair finally decide to repair the gap on the screen. What confuses me most is how I sent the phone in the first time for the gap and they'll happily exchange all the innards and send it back, but now they've changed their mind and have decided the gap they can now see is my fault, or not covered.
Click to expand...
Click to collapse

Goku80 said:
what confuses me is that they did not say the reason why the warranty is not covering it for you
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Click to collapse
That confused the customer service as well, considering their response was we don't know enough as to why there is a quote
This is why I've to now wait 2 days to find out. Must be scrambling to make up the best reason possible to charge me £169 Unfortunately for them they'll find that their bootloader is in it's precious "locked" state. It would be ridiculous anyway if they tried to say an unlocked bootloader caused an assembly gap.

Audioboxer said:
That confused the customer service as well, considering their response was we don't know enough as to why there is a quote
This is why I've to now wait 2 days to find out. Must be scrambling to make up the best reason possible to charge me £169 Unfortunately for them they'll find that their bootloader is in it's precious "locked" state. It would be ridiculous anyway if they tried to say an unlocked bootloader caused an assembly gap.
Click to expand...
Click to collapse
well you better hope they do not come up with an excuse that it was you who caused that gap and get you to pay for it. you never know with these companies. i feel for you mate cause like me you just want a phone that is perfect and that you can enjoy.
should be getting my one tomorrow. will let you know how i get on. but in your situation i would keep at them and not leave them alone till you get an answer...let me know how you get on bro

I am considering to sue HTC once I have the sam problem with my 3 days old phone. I bought from Expansys.ca and soon I opened it I saw a little gap between the glass and the body. I contacted HTC and they asked to send the phone to a service shop to be fixed. Hey its is a brand new phone, nothing to be fixed here. It is just a Quality Control issue and needs to be replaced under their own warranty statement. The phones come with a defective assemble. I want a new phoe at no extra cost or my money back. If they don't want give me that I am just getting it to court and I am sure I will win.
---------- Post added at 11:58 PM ---------- Previous post was at 11:53 PM ----------
Dear A.P,
I can definitely understand your being concerned about there being a gap between the top of the screen and the body of the phone. I’ll be glad to help you, Anderson. I would be extremely concerned about the gap in your phone. If you can actually see inside the phone, it’s very possible that humidity, sweat, and dirt can enter and damage the phone, even in the short term. I would first suggest contacting the retailer you purchased your One X from and see if they can exchange yours for a different one. If for some reason they cannot replace the device for you, we have a repair department that can service your device. You can contact them by calling 1-888-617-1113. They’re available from 06:00 am – 01:00 am EST, 7 days a week. Make sure you have your One X with you if you call, as they will need its serial number to process the repair.
If you have any other questions or concerns, feel free to let me know. Thanks for being an HTC customer and taking the time to contact us.
Let me know if I have successfully answered your question, please click here to complete this.
To send a reply to this message, please click here.
Sincerely,
S.
HTC
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[Q] Getting screwed by Samsung. What are my options?

I bought a Note 2 off eBay. It was in perfect condition, it had no problems. Lately my phone has been getting really really hot. One day I had it charging overnight, that night the weather dropped and when I picked it up the next day I noticed a line across the top of the screen. I didn't understand how this could of happened since I never drop my phone and I usually keep it in the case and holder combo. I could only assume the overheating caused it.
I contacted Samsung Support and told the rep what happened. He said that it was probably the battery that caused it and said an overheating issue would allow it to be repaired under warranty. I sent it in and never received any status alerts (like I was told I would) about the phone. I checked today and it said it's been on hold because "Customer didn't acceept the payment". I was furious. Payment for what??? "PHONE IS OOW BY CONDITION, THE LCD IS DAMAGED, NEEDS PAYMENT."
I called to see what's going on and the agent kept giving me the same scripted response of "the phone was damaged, any damage voids the warranty". I told him the issue and he kept telling me "I can't speculate on the condition of your phone sir. It is not in front of me. Your warranty is voided. It will cost $191.60 to repair your phone". I told him I wanted to speak with his supervisor. He said "He will say the same thing sir. Your warranty is voided. It will cost $191.60 to repair your phone". I said "Ok, I still want to speak with your supervisor". He said Ok, then put me on hold for 15 mins. Then the line went dead.
Is there anything else I can do, or am I SOL?

when you buy cheap used phones on Ebay, you never know what is really going on with them; obviously, yours had issues that didnt show up right away..
I dont think Samsungs warranty extends to subsequent users after the original owner...
Dont expect perfection when you buy used phones on ebay..

Hopefully this will help you in the future.
Saiyan26 said:
I bought a Note 2 off eBay. It was in perfect condition, it had no problems. Lately my phone has been getting really really hot. One day I had it charging overnight, that night the weather dropped and when I picked it up the next day I noticed a line across the top of the screen. I didn't understand how this could of happened since I never drop my phone and I usually keep it in the case and holder combo. I could only assume the overheating caused it.
I contacted Samsung Support and told the rep what happened. He said that it was probably the battery that caused it and said an overheating issue would allow it to be repaired under warranty. I sent it in and never received any status alerts (like I was told I would) about the phone. I checked today and it said it's been on hold because "Customer didn't acceept the payment". I was furious. Payment for what??? "PHONE IS OOW BY CONDITION, THE LCD IS DAMAGED, NEEDS PAYMENT."
I called to see what's going on and the agent kept giving me the same scripted response of "the phone was damaged, any damage voids the warranty". I told him the issue and he kept telling me "I can't speculate on the condition of your phone sir. It is not in front of me. Your warranty is voided. It will cost $191.60 to repair your phone". I told him I wanted to speak with his supervisor. He said "He will say the same thing sir. Your warranty is voided. It will cost $191.60 to repair your phone". I said "Ok, I still want to speak with your supervisor". He said Ok, then put me on hold for 15 mins. Then the line went dead.
Is there anything else I can do, or am I SOL?
Click to expand...
Click to collapse
You may be SOL this time. Next time you ship anything to anyone for repair, take extensive photographs of the items before shipment. I had a rep from Seagate try to tell me that a drive I pulled from a server for RMA replacement was void because "all of the screws" were missing. This was of course complete BS, and when I sent them the photos of the drive before I shipped it and when they sent it back unrepaired, they changed their tune. They sent me a prepaid box to ship the drive back to them and replaced it without further question.
I wouldn't be surprised if someone dropped your phone or damaged it in shipping and now they are passing the costs onto you. Ask for photos of the alleged "LCD damage".
Good luck,
Mike

mcapozzi said:
You may be SOL this time. Next time you ship anything to anyone for repair, take extensive photographs of the items before shipment. I had a rep from Seagate try to tell me that a drive I pulled from a server for RMA replacement was void because "all of the screws" were missing. This was of course complete BS, and when I sent them the photos of the drive before I shipped it and when they sent it back unrepaired, they changed their tune. They sent me a prepaid box to ship the drive back to them and replaced it without further question.
I wouldn't be surprised if someone dropped your phone or damaged it in shipping and now they are passing the costs onto you. Ask for photos of the alleged "LCD damage".
Good luck,
Mike
Click to expand...
Click to collapse
Thanks, I actually did take photos of the screen. How would I request them to take photos? I have no contact info for this "repair center". They never contacted me, if I didn't call the call center I wouldn't have even known where my phone was. I think my biggest problem with this is that I've been given zero information about my phone and I just have to take this outsourced rep's word that I broke my phone and I need to pay them.
wase4711 said:
when you buy cheap used phones on Ebay, you never know what is really going on with them; obviously, yours had issues that didnt show up right away..
I dont think Samsungs warranty extends to subsequent users after the original owner...
Dont expect perfection when you buy used phones on ebay..
Click to expand...
Click to collapse
The phone was basically new. Samsung told me the warranty started the month I got it. It wasn't registered to anyone, I didn't even register it until I first called.

From my experience from working for customer care for the mobile industry; dont ever count on warranty to fix your issue. Insurance works better, but they can screw you over with that as well. Even if its not damaged...

Samsung said:
the phone was damaged, any damage voids the warranty
Click to expand...
Click to collapse
So basicly that means there is no warranty...

I have called samsung in the past also and had issues with there customer service for mobile devices over the stupied usb plug that just pops out, that i just ended up throwing away and buying my own. Sorry to hear about your issues but I would request if they could just ship the phone back to you and you'll fix your self because all there going to do is fix the screen and not do anything with the overheating.

Regardless of the outcome. ..the story holds true. ..
Samsung gets bad or broken devices pushed to them every second of every day. ..
These devices are turned in under warranty and are clearly "NOT" a warranty issue. ..
Then people get mad for having to pay in getting the device fixed..
Now don't get me wrong. ..I'm no sammy fanboy....and absolutely sympathize with your situation. ..but honestly. ..
Those techs know what to look for when finding damaged device's. ..
And when they put the device through it's paces on the test bench. ..the truth pops up...
Battery was clearly not the issue. ..and the display was...
And it's very likely that the person selling the phone on ebay knew it too...
You are a victim of a shady deal. ..
And yes. ..you have an option. ..sadly it's $191 and change to exercise it...
Not your fault. ..and not Samsung either. ..
The rip off that sold you a bad device is to blame. ..and owes you about $200 as I see it. ..
Buyer beware. ...g
Sent from my SAMSUNG-SGH-I317 using XDA Premium HD app

gregsarg said:
Regardless of the outcome. ..the story holds true. ..
Samsung gets bad or broken devices pushed to them every second of every day. ..
These devices are turned in under warranty and are clearly "NOT" a warranty issue. ..
Then people get mad for having to pay in getting the device fixed..
Now don't get me wrong. ..I'm no sammy fanboy....and absolutely sympathize with your situation. ..but honestly. ..
Those techs know what to look for when finding damaged device's. ..
And when they put the device through it's paces on the test bench. ..the truth pops up...
Battery was clearly not the issue. ..and the display was...
And it's very likely that the person selling the phone on ebay knew it too...
You are a victim of a shady deal. ..
And yes. ..you have an option. ..sadly it's $191 and change to exercise it...
Not your fault. ..and not Samsung either. ..
The rip off that sold you a bad device is to blame. ..and owes you about $200 as I see it. ..
Buyer beware. ...g
Sent from my SAMSUNG-SGH-I317 using XDA Premium HD app
Click to expand...
Click to collapse
Ok let try some productive help. How long have you had the phone? Ebay covers the buyer for a period of time. Read there terms and conditions. So does paypal. Contact the seller dependi g on how long you had your phone. I sell used phones on ebay and I back my stuff I sell. So try those avenues of help. At the very least it doesnt hurt to try. Also you can pay the 191 then sell it online as refurbished or just sell it online for parts and buy a different phone.
Sent from my SAMSUNG-SGH-I317 using xda premium

Thanks for the replies. I think I'll just call and have it sent back to me. Hopefully it doesn't comeback with more damage...

nthknd said:
Ok let try some productive help. How long have you had the phone? Ebay covers the buyer for a period of time. Read there terms and conditions. So does paypal. Contact the seller dependi g on how long you had your phone. I sell used phones on ebay and I back my stuff I sell. So try those avenues of help. At the very least it doesnt hurt to try. Also you can pay the 191 then sell it online as refurbished or just sell it online for parts and buy a different phone.
Sent from my SAMSUNG-SGH-I317 using xda premium
Click to expand...
Click to collapse
I bought in January. I just checked my eBay account, and surprise surprise now he's "No longer a registered user".

Saiyan26 said:
I bought in January. I just checked my eBay account, and surprise surprise now he's "No longer a registered user".
Click to expand...
Click to collapse
Just an update:
I called my bank and I was told I could "possibly" be refunded due to the issue. I'm not really counting on it though. I also contacted Samsung again and was connected to a nice rep. He decided to escalate my issue to "advance technical support". The ATS rep said any LCD damage still voids the warranty, but because of the bad info I was originally given and the "unacceptable" lack of updates he could reduce the fee. He said he could drop it to $70, expedite the service, and also include a motherboard, processor, and battery replacement for free. It sounds like a good offer, but I'm wondering if they'd just say they replaced the parts, but really never touched them...

Saiyan26 said:
Just an update:
I called my bank and I was told I could "possibly" be refunded due to the issue. I'm not really counting on it though. I also contacted Samsung again and was connected to a nice rep. He decided to escalate my issue to "advance technical support". The ATS rep said any LCD damage still voids the warranty, but because of the bad info I was originally given and the "unacceptable" lack of updates he could reduce the fee. He said he could drop it to $70, expedite the service, and also include a motherboard, processor, and battery replacement for free. It sounds like a good offer, but I'm wondering if they'd just say they replaced the parts, but really never touched them...
Click to expand...
Click to collapse
Thats a good deal take Samsung up on offer fast

sling said:
Thats a good deal take Samsung up on offer fast
Click to expand...
Click to collapse
+1 take them on their offer. Oh ya another thing check your paypal account for the address of the filthy scum who sold you the phone, take matters into your own hands, I would HUNT him DOWN!

Knight-Rider said:
+1 take them on their offer. Oh ya another thing check your paypal account for the address of the filthy scum who sold you the phone, take matters into your own hands, I would HUNT him DOWN!
Click to expand...
Click to collapse
ARGH!!!!
I just called Samsung again and asked to speak to ATS so I can pay for the repair. I told the woman the issue and she read all the notes from the beginning. Now she is telling me this is definitely a warranty issue regardless of LCD damage. She said when phones arrive first they take them apart before they do any investigations into the problems. Apparently it was written off as "out of warranty" because of the LCD damage without even looking for the cause. She told me not pay for repairs and that she added extra notes to escalate this to the warranty department. Unfortunately it was closed, so she told me to call back on Monday and they will transfer me there.

Good lord sammy sucks. How is it that companies can achieve these marvelous pieces of engineering every couple of years yet they can't give you the same story when you call them on the phone.
Sent from my SAMSUNG-SGH-I317 using Tapatalk 4 Beta

The plot thickens....
Companies get so big they become ineffective...at doing anything well...g
Sent from my SAMSUNG-SGH-I317 using XDA Premium HD app

So I called today and explained again what happened. This time I was told there is no warranty department and that ATS is capable of solving my problem. He told me because I sent it in expecting it to be a free repair, I was never given any status updates, I was given misinformation several times, and this has been such a long drawn out ordeal, he waived the $70. So now they're expediting the repair, replacing the screen, motherboard, processor and battery free of charge. I'm crossing my fingers and hoping that this will be the end of it. I'll update once my phone is back in my hands.

I wouldn't count on it. They prolly just want you off the phone

And when it comes back repaired you will have a warranty on their work.

[Q] HTC Repair - US

Just wanted to get other people's experience with HTC Repair. I just sent my One in to get the bottom microphone fixed. Do they have a fast turnaround and how do they ship it back? I am suffering from serious withdrawal as I've been without my phone for nearly a week now. I chose to send the phone via USPS Priority 2-day Mail and it took two days longer to get there than it should. LOL - I sent something else to TX via first class and it got there faster. Thank you USPS

Fix the bottom microphone? I didn't know there was more than one microphone.

jpradley said:
Fix the bottom microphone? I didn't know there was more than one microphone.
Click to expand...
Click to collapse
Two mics - one little hole at the bottom near the charging port. The second mic is on the back in the upper band. I believe the 2nd mic is used during speaker mode and also to assist with noise cancellation.

jpradley said:
Fix the bottom microphone? I didn't know there was more than one microphone.
Click to expand...
Click to collapse
Two mics - one little hole at the bottom near the charging port. The second mic is on the back in the upper band. I believe the 2nd mic is used during speaker mode and also to assist with noise cancellation.

HTC Repair rocks. They fixed the phone within 24 hrs and it's on its way back already. Now I just hope that UPS does a lot better shipping it back to me compared to USPS getting it to them.

Just got an E-mail from UPS:
Scheduled Delivery: 01-May-2014
Now I'm doing my best Veruca Salt "I Want It Now"
Great job HTC Repair.

I loved HTC repair. They were great and fast when I needed my speakers fixed.

dagrx8 said:
Just got an E-mail from UPS:
Scheduled Delivery: 01-May-2014
Now I'm doing my best Veruca Salt "I Want It Now"
Great job HTC Repair.
Click to expand...
Click to collapse
Excellent - this is good news. HTC Repair just set up an RMA for my One yesterday to fix my purple camera. Were you rooted with s-off and a custom ROM when you sent it back, or were you at stock?

I returned the phone back to stock, locked, and S-On to ensure it wouldn't impact my warranty claim. I was rooted and S-Off with a custom ROM for all of 3-4 weeks at most before the mic broke. Prior to that I was stock for about 5 months.

dagrx8 said:
I returned the phone back to stock, locked, and S-On to ensure it wouldn't impact my warranty claim. I was rooted and S-Off with a custom ROM for all of 3-4 weeks at most before the mic broke. Prior to that I was stock for about 5 months.
Click to expand...
Click to collapse
Very good; thanks! I'm in the process of flashing it back to stock and locking the bootloader now. I like your thought of being better safe than sorry.

Got my phone back. Works great. For reference, the didn't factory reset the phone. It still shows the last reset as the one that I did prior to sending it to them. HTC Repair did a magnificent job. I did have issues with Verizon. I switched to an old dumb phone while I waited for the phone to get repaired. Apparently they deactivated my sim and I had to go to a store and they put a new sim in the phone. Waste of a good hour of my day

Be careful with your warranty status
I just got an email from HTC asking for $200 to repair my camera hardware because it was out of warranty. I would never have flashed it back to stock and paid to ship it to them had I known I would be on the hook for what amounts to a cosmetic repair. I'm pushing back to see what I can get, but consider this a heads-up to anyone wanting to send their device to HTC for repair. Check the warranty status with them first, because they said nothing about it to me when they set up the RMA.

NicholasFarseer said:
I just got an email from HTC asking for $200 to repair my camera hardware because it was out of warranty. I would never have flashed it back to stock and paid to ship it to them had I known I would be on the hook for what amounts to a cosmetic repair. I'm pushing back to see what I can get, but consider this a heads-up to anyone wanting to send their device to HTC for repair. Check the warranty status with them first, because they said nothing about it to me when they set up the RMA.
Click to expand...
Click to collapse
Every M7VZW should still be in warranty since it hasn't even been a year since the Verizon release.

GrayTheWolf said:
Every M7VZW should still be in warranty since it hasn't even been a year since the Verizon release.
Click to expand...
Click to collapse
That's a good point. They must have some other reason that they're calling it out of warranty. I'll let you know what I hear back.

So I got on the phone with an HTC repair rep, and he was super helpful. He looked into my RMA and said that the repair tech found an "Unauthorized Operating System" installed, and that is why it was out of warranty. He asked if I was aware of this. I simply said that it was a Verizon phone and that I flashed it back to factory defaults before sending it in, so it should have the Verizon OS installed.
He checked back with the repair tech and they decided that the initial observation was made in error, and they removed the repair fee. It is now at the "In repair" status, and I am a happy man.
GG HTC - I'm glad that they were reasonable with me.

NicholasFarseer said:
So I got on the phone with an HTC repair rep, and he was super helpful. He looked into my RMA and said that the repair tech found an "Unauthorized Operating System" installed, and that is why it was out of warranty. He asked if I was aware of this. I simply said that it was a Verizon phone and that I flashed it back to factory defaults before sending it in, so it should have the Verizon OS installed.
He checked back with the repair tech and they decided that the initial observation was made in error, and they removed the repair fee. It is now at the "In repair" status, and I am a happy man.
GG HTC - I'm glad that they were reasonable with me.
Click to expand...
Click to collapse
In the future, don't tell them you "flashed it back to factory defaults". As far as they should know, you never left stock or know how to even unlock your bootloader.

GrayTheWolf said:
In the future, don't tell them you "flashed it back to factory defaults". As far as they should know, you never left stock or know how to even unlock your bootloader.
Click to expand...
Click to collapse
Good point, and good advice. Thanks!

terrible experience with HTC Repair
I mailed my HTC One on 5/02 via priority Mail, USPS showed early morning delivery May 5th.
They acknowledged getting it 24 hours later asking for $200. I paid it immediately with credit card.
3 days of nothing, then yesterday, they sent a tracking number for shipping the 8th with delivery
today the 9th. All excited to get it today after no phone for 8 days.
Then this morning, another shipping notice and different tracking # for delivery the 14th!!!.
Calling HTC is useless; they don't know what is going on at all and don't know how to find out.
This has been a f--k HTC experience.
They're lame, late, and uninformed.
I am SO OVER HTC.

michaelbsheldon said:
I mailed my HTC One on 5/02 via priority Mail, USPS showed early morning delivery May 5th.
They acknowledged getting it 24 hours later asking for $200. I paid it immediately with credit card.
3 days of nothing, then yesterday, they sent a tracking number for shipping the 8th with delivery
today the 9th. All excited to get it today after no phone for 8 days.
Then this morning, another shipping notice and different tracking # for delivery the 14th!!!.
Calling HTC is useless; they don't know what is going on at all and don't know how to find out.
This has been a f--k HTC experience.
They're lame, late, and uninformed.
I am SO OVER HTC.
Click to expand...
Click to collapse
Woah there. Generally I don't trust USPS because they suck so bad, so this might not be HTC's fault. But any large corporation has some degree of miscommunication.
The majority of feedback on HTC repair is positive, so I wouldn't worry too much.

USPS got it there in 3 days just as planned.
Problem is HTC.
HTC issues 2 different UPS(brown) shipping docs to me in 2 days after
repairs complete. That's the problem.... Second shipping info is for 5 days later than the first one.
Nobody knows how or why

Does HTC send a Refurb with htc one advantage??

So im wondering, do they send out a refurb phone or fix your current phone?? how does the whole process work?

Great question /sub.

im gonna bump this, because i really need to know.

bump

I sent my phone in for repair, got the same phone back.

HRodMusic said:
bump
Click to expand...
Click to collapse
Yes, I just got back a refurbished M8. They give you 3 options:
1) For $30 and a credit card hold of $600, they send you the refurbished one overnight and you have 10 days to send your cracked one in. If there's any other items wrong or you messed up your warranty they auto deduct your card. i went with this option as it was previously my wife's and i wanted a clean start.
2) send your phone in and wait about 10 days for them to fix yours. no costs.
3) i think the other option was expediting the shipping on the repair of your own phone. that was like $25
The phone I got back looks absolutely brand new and no issues so far.
---------- Post added at 07:41 PM ---------- Previous post was at 07:34 PM ----------
Also, HTC was awesome customer service wise. An actual person answered the phone right away, joked about the cracked screen, and had the replacement phone on its way in under 5 mins. Def not what i'm used to with corporations.

Thanks guys, thats exactly the info i needed, my dad broke his phone so we needed to know the process, im happy to hear the customer service is great!

Weird half screen issue

Twice now I've restarted my phone and its stayed like this until the next restart. Anybody else seen this issue or have any ideas?
The full touch screen still worked so it's just the display part acting up.
This is a sprint model by the way.
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Sent from my LG G4 using Tapatalk.

Following this thread,
I have a friend with similar issue, but hers is maybe a quarter of the screen, sprint also.

Yup i have that problem it comes and goes when it wants..Sprint is aware of it from what a Tech told me I'm waiting for a replacement
Sent from my LGLS991 using Tapatalk

No remedies, you'll have to get a replacement, contact Sprint if your device is still under warranty.

An update in case anyone else comes across this issue.
I don't have Sprint insurance but took it to their store anyway. They recognized the problem as a warranty issue right away. Without Sprint insurance they said it would cost me $75 for them to act as a liaison between myself and LG warranty.
Instead I chose to fill out the LG Warranty claim online and ship them my phone. I'm using my old One M8 now and their prepaid FedEx label is carrying the G4 back as we speak.
Sent from my 831C using Tapatalk

Doomstang said:
An update in case anyone else comes across this issue.
I don't have Sprint insurance but took it to their store anyway. They recognized the problem as a warranty issue right away. Without Sprint insurance they said it would cost me $75 for them to act as a liaison between myself and LG warranty.
Instead I chose to fill out the LG Warranty claim online and ship them my phone. I'm using my old One M8 now and their prepaid FedEx label is carrying the G4 back as we speak.
Sent from my 831C using Tapatalk
Click to expand...
Click to collapse
the thing with sending the phone in yourself is that they repair your actual device, while paying 75 dollars at sprint they give you a brand new device.

Doomstang said:
An update in case anyone else comes across this issue.
I don't have Sprint insurance but took it to their store anyway. They recognized the problem as a warranty issue right away. Without Sprint insurance they said it would cost me $75 for them to act as a liaison between myself and LG warranty.
Instead I chose to fill out the LG Warranty claim online and ship them my phone. I'm using my old One M8 now and their prepaid FedEx label is carrying the G4 back as we speak.
Sent from my 831C using Tapatalk
Click to expand...
Click to collapse
They screw up the device with their firmware and you have to pay $75 for them to act as a liaison with LG ?

One Twelve said:
They screw up the device with their firmware and you have to pay $75 for them to act as a liaison with LG ?
Click to expand...
Click to collapse
Yep I thought about doing an ESN swap, adding insurance to the line, then doing an ESN swap back to the G4. No idea if that would work but it was a thought.
Sent from my 831C using Tapatalk

mine just had this happen. I've had my phone for a few months on Sprint and no issues. when I went into my Arlo app to view my wifi cameras at home, I used the pinch and zoom function to zoom in and that's when my half my screen went to a rainbow snow pattern. I took out the battery, rebooted, and no luck. I left it alone for a minute and hit the back power button to light the screen and I had my full screen back. Did my pattern unlock and half the screen went to rainbow snow.
I don't know how that app broke my phone, but it wasn't until I tried to zoom in that this happened. Now I get a full screen sometimes for a minute or two, but then it goes half rainbow snow.
I plan on filling out a support request with LG tonight if this keeps happening. Any thoughts? similar experiences? I do not have insurance through sprint.

I received my T-Mobile warranty repair phone today after my 1st LGG4 died last week. Now I have this crazy flashing poltergeist thing going on!! [emoji35]
Sent from my HTC One using Tapatalk

LG just shipped mine back last night with this info:
Defect:
Rear Camera / Video
Repair Results:
MSM / DBB&ABB / DBB 4G
My google search says MSM is Mobile Software Management but I have no idea what DBB and ABB are.

frankwhite8536 said:
mine just had this happen. I've had my phone for a few months on Sprint and no issues. when I went into my Arlo app to view my wifi cameras at home, I used the pinch and zoom function to zoom in and that's when my half my screen went to a rainbow snow pattern. I took out the battery, rebooted, and no luck. I left it alone for a minute and hit the back power button to light the screen and I had my full screen back. Did my pattern unlock and half the screen went to rainbow snow.
I don't know how that app broke my phone, but it wasn't until I tried to zoom in that this happened. Now I get a full screen sometimes for a minute or two, but then it goes half rainbow snow.
I plan on filling out a support request with LG tonight if this keeps happening. Any thoughts? similar experiences? I do not have insurance through sprint.
Click to expand...
Click to collapse
Sounds like I'm about 1 week ahead of you. Don't bother taking it to the Sprint store unless you want to shell out $75. Fill out the LG warranty claim online, wait for a FedEx return label, and ship it off. Mine is scheduled to arrive back in my hands tomorrow so I'm hoping I have no further issues.

I too have been having the same issue but I have a small quarter of the screen flicker with that rainbow effect no reboot needed but it gets me a little worried.
Sent from my LG-H812 using XDA Free mobile app

Thanks for everyone's help and support. Always feels good to know your not alone.
---------- Post added at 09:32 AM ---------- Previous post was at 09:28 AM ----------
Doomstang said:
Sounds like I'm about 1 week ahead of you. Don't bother taking it to the Sprint store unless you want to shell out $75. Fill out the LG warranty claim online, wait for a FedEx return label, and ship it off. Mine is scheduled to arrive back in my hands tomorrow so I'm hoping I have no further issues.
Click to expand...
Click to collapse
I started the ticket and got this response this morning:
"We have received your web support service request online and we would like to inform you that we have not get the correct issue about your unit. For better assistance, please call our 24/7 toll free hotline at 1-800-243-0000 or Chat online with LG Support, weekdays 8am-8pmCST, http://www.lg.com/us/support; or recreate on our LG web support site and provide complete details about your concern.
Thank you."
If I could reply to the email I'd send them half a dozen links to either pictures are posts of people with the same problem. I'm going to call now and straighten this out. I thought I explained my issue like a handful of others have, but I see this requires some further action.
---------- Post added at 09:37 AM ---------- Previous post was at 09:32 AM ----------
Has anyone tried flashing these stock KDZ files to fix this issue? I'd go that route if that's all LG will do anyway to try to fix my problem. Just curious if anyone's tried this:
http://forum.xda-developers.com/g4/general/guide-lg-g4-stock-firmware-to-stock-kdz-t3107848

I have a Verizon G4 and have been experiencing this exact issue since day one! At the start, it would only flash on the right half of the screen once in a while, but over the past couple months, it's been getting progressively worse. Yesterday, it became permanent and no amount of restarts or anything I've tried can fix it.
If all else fails, I'll send it in to LG, but I feel like there has to be an easier way. I'm assuming it's a software issue caused by Sprint/Verizon's OS modifications (the H815 never had any problem like this for me), but couldn't it also be a hardware defect, like a loose connection to the screen? If so, it'd probably be relatively easy to fix ourselves, since the G4 is so simple to disassemble.
I'm going to try booting into safe mode and freezing suspicious pre-installed apps first to try to narrow down the cause. I encourage all of you to do the same and post your results so we can get to the bottom of this! It's a more widespread problem than it seems, my friend who got a Verizon G4 around the same time as me has also been having this problem since she got it.
Edit: Can confirm booting into safe mode didn't fix anything. A hardware issue is seeming more and more likely.

I had the same issue recently. Mine was the left side. Nothing fixes the issue. I'm with sprint as well. Got mine replaced. They were on backorder. Took a week. But did get a brand new one. It's working great
Sent from my 831C using xda premium

Thanks everyone. I just shipped mine off today. I guess I assumed the free label included a box, but I'll eat that if my damn phone is fixed.

I'm not sure what caused the weird screen issue but, I'm very appreciative that T-Mobile replaced my phone immediately without any hassle and on their dime.
Sent from my LG-H811 using Tapatalk

i've had this once, except the half was just black, not like the picture showed there.. it went after another reboot, and never came back, but it sure is quite weird. I thought software was at fault though rather than hardware when it happened.. how could half a screen just stop working without software being at fault?

So I just had the half screen issue again for the first time since getting it back from LG nearly 2 months ago
Sent from my LGLS991 using Tapatalk