Hi guys, any advice or help would be greatly appreciated.
Last week I plugged my touch pro 2 in to charge. The phone was on and working fine, but the charging light would not come on.
So HTC collected my phone for repair...
Today I phoned to get the latest information and they want £160 to replace the motherboard or £11 to have the phone returned to be unrepaired. Apparently I have been running an illegal firmware and this has voided my warranty. I updated by firmware many times before settling on the one I was happy with, but it seems the one I settled with wasn't the official one. The guy quoted me SPL - 0.85.0-x.......... and said that it was a bit weird but that was why I had to pay.
So I told him that the firmware had been running fine for many months and I wanted to know the exact registry tweak that had broken the motherboard. Anyway I said I didnt accept that the firmware had anything to do with the hardware failure and would be refusing to pay.. I also gave them the sob story that I have had a new HTC phone every year for the past 7 years and have recommended many customers to them.
Where do I stand with this? I have threatened to go to the small claims court, but really just want my phone fixed for free as soon as possible.
Any advice would be greatly appreciated..
Andy
Honestly you asked for this. You are going to have to pay for the repair. You sent in a phone with a cracked ROM and expect them to fix anything? No way in hell will they do it for free.
when you say a cracked rom do you just mean a rom that is available on this forum?
I accept that it isn't an official rom. but it is unrelated to the issue of a phone not charging.
Unfortunately this is the norm... They can't prove your cooked ROM caused it, you can't prove it didn't. What they can prove is that you are not running the ROM they gave you and I'm sure somewhere in the T&C there's legalese about that voiding the warranty.
COULD someone write a program which interferes with charging? I'd bet so, people around here write some amazing stuff. This is not to make any accusations that someone has written any malicious code, simply that it COULD likely be done, therefore I seriously doubt you have much recourse. You could get lucky, but I suspect you're just hosed.. Sucks.
And in reality, you could send the phone in for ANY failure and they discover such things and void the warranty.
I guess you could buy extra/larger batteries and charge them in a charger and swap them as they die. Not the best solution, but at least you don't have to shell out lots of money.
well i've just sent a very professional email to customer services.
tweiss 3, you have a very negative outlook. HTC market their phones on being individual, and indeed this is why so many of us buy them over Iphones. However I took the individuality to the limit by installing a custom firmware. I am extremely confident that a ROM from this forum and a respected chef at that, would not include a registry hack that has any effect upon the charging system of the phone. And have asked them for the evidence that this is the cause of the hardware malfunction.
Positive thinking goes along way as well I feel.
Season's greetings to all of you.
Take them to court. The whole thing rediculous. Depending on your country this might actually be illegal.
I lawyered up when they tried to pull this on me, and guess who got his phone back fixed for free?
Its not that i'm negative, but there are 2 things everyone should know about warranty electronic work.
1) Always go back to stock. Will this cause you to loose all your data and settings, yes, but that leads me into step 2.
2) It is never a guarantee to come back with the settings or OS the way you sent it out. In fact, most companies have a policy of the first step being just reflash/reinstall the OS to stock default out of the box settings to see if that fixes the problems. So knowing this, spend the few extra minutes to reflash back to stock.
That being said, you could possibly win in a court to get it warrantied, but you are only going to screw yourself out of a lot of money and time. HTC knows this and will let you waste it if you really feel the need to. Their warranties are written very well, with a lot of fine print. Also most of them say "Limited" meaning almost they have all the discretion the care to use.
I agree with tweiss3. You can't send HTC a phone with a modified ROM and expect them to fix it. I'm sure these SOB's will do anything possible to get out of fixing your phone. Once they saw that you had a different SPL that was the red flag they needed to void the warranty. I hope you can convince them to fix your phone. Maybe if you were very persistent and demanded to speak to several managers, told them how you and your friends all own HTC product, inform them you will no longer buy their products and possibly take them to court, etc.
With all this in mind I'm even more hesitant to flash my phone to a modified ROM.
I kind of expect it, to be honest. As soon as they see anything not stock, they can void the warranty. Just like with a car with the manufacturer's warranty. You modify it and something breaks, and they will attempt to void the entire warranty regardless of if it caused the problem or not. When I send my car in for warranty work, I take all of the mods off and put it back to the stock parts (the air intake, etc).
It's a crappy deal, I know. But it's something you should plan for if you ever need warranty work done.
Either way, I hope everything works out for you
Its just a rule of thumb when it comes to warranty repair with electronics, always restore stock first!!! As soon as HTC discovered that your phone software was modified, it's no longer an issue to them of what caused the problem with your phone, it is now an issue of this phone is no longer under warranty because of the physical proof of the software tamperment! honestly it would be by the grace of god if they were to reinstate the warranty!
Unfortunatly due to the phone not powering on, or connecting via usb it would have been impossible to restore the firmware.
Thanks for the advice and well wishers.
Worse come to the worse is it worth repairing the phone for that price or is their anyone else who could replace the mainboard for cheaper than £160?
Dude, I totally know what you're going through. I hacked the ECU on my car, and now Mazda won't honor the warranty on my engine. It's total bull...I mean, I should be able to customize it how I want with no repercussions for myself. Why should I have to take the financial hit just because I put on a different software that controls the entire thing that may or may not have screwed it up?
If you couldn't tell, I was being sarcastic. You changed the core controlling software and didn't bother to change it back to the stock one. They have no responsibility to repair it for you.
andypa1 said:
Positive thinking goes along way as well I feel.
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I honestly wish you luck. Other readers seeking warranty repair should save themselves the risk and the effort and think positively about returning the phone to stock prior to sending it in.
Last week I plugged my touch pro 2 in to charge. The phone was on and working fine, but the charging light would not come on.
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Unfortunatly due to the phone not powering on, or connecting via usb it would have been impossible to restore the firmware.
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Eh? Obviously if you can't flash it back, you're stuck. Other posters might not have been as hard on you if they had known the phone couldn't be flashed.
Now you know what needs doing I bet you can find someone to do it for less. Worth a look.
Also worth asking for it back and re-flashing and returning to see how their records work.
Do they really have a database of products they don't want to work with or do they just look at the serial, look at the device and decide ? Only one way to find out ! For £11 it might be worth the gamble.
(Plz ignore the previous any post made here earlier, I think it was the equivalent of a pocket call )
What?
I don't think he ever said they fixed it without asking him. They gave him two options:
1) Fix it
2) Return it without repairing it
Unless I missed a post somewhere, he never chose to fix it. In fact, I don't even think he chose to take it back yet.
Just an update... They decided not to replace it for free, and still ask for £160.
You guys are quite right I should have restored it to factory before sending it back. It was sent to HTC running the official upgraded rom so I thought it would be fine, however I had forgotten that it would still be unlocked for unofficial roms and they would check this.
Even if I had remembered it wouldn't have been possible because the phone usb connection was not working..
dik23 thank you for your suggestion! Is there anyway of restoring the spl and all of the phone to stock settings without a usb connection? e.g. micro sd? or wifi?
I think i'm going to ask for the phone back for £11.. However the £11 fee is for an assesment, so there is a chance they will pick up. However I believe having the phone in perfect working condition would give me a stronger standing.
did you ever try a different USB cable? that would be my first thought after it broke....
also, do you have phone insurance? if so, is there any chance in the future it could be "stolen" under the insurance policy, and at worst you would get a working refurb?
I don't have phone insurance but it might be worth while getting it soon incase of any future loss ;-)
madman1520 said:
also, do you have phone insurance? if so, is there any chance in the future it could be "stolen" under the insurance policy, and at worst you would get a working refurb?
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andypa1 said:
I don't have phone insurance but it might be worth while getting it soon incase of any future loss ;-)
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Even setting morality aside (which you shouldn't), reporting a phone as having been stolen shortly after having a warranty claim rejected is maybe not the smartest move.
i cant believe people from the US are telling you youre in the wrong. idunno about other countries, including the one you're at, but here in the US warranties are made to protect the CONSUMER not the big company. "minidevil"s comparison about a car manufacturer having the right to void your warranty is so wrong its unbelievable. so called "shrinkwrap warranties" arent even legal here in the US. i had a yamaha R1 which i used as a track bike. regardless of what the warranty said or what the dealership try to claim the minute i lawyered up they fixed my bike. simply because they knew what they hoped i didnt. that warranty laws are here to protect me not them. i didnt have to prove that the racing mods didnt fry my clutch hub. THEY had to prove it did. and like it has been said, you cant prove one way or another. here in the US i couldve asked for costs of repairing my bike and court costs for suing them. they knew this and just fixed my bike. again, idunno the laws in your country. its VERY likely youll win in a court, though. but wether or not your court system allows you to also recoup loss monies for court costs from HTC, i dont know.. it may just be cheaper to pay for the repairs.
I've been having the Sleep of Death for 2 months now it seems. It was a please press button to turn on backlight before on occasion, now its been the full blown SOD for the past month or more. I've tried so much and I'm through dealing with it. It's constant to the point its unusable now. I've given up.
Questions I have are:
1. Does anyone really check to see if I have official Verizon software when I go to the store? Can't I just load Mr. X's non SOD Verizon rom and fool them? It looks official to me. A month before I bought my phone noone even knew what a TP2 was at the AT&T store yet I knew about it for half a year before release.
2. Is there anyway I can get another phone? I can't deal with another Touch Pro 2(or windows mobile phone). The 9 months or so I've had it were fun though. It's just so sloooooow at times and dated now. Can I hope to get a refurb Droid Incredible? I have the 1.99 extended warranty if that helps one bit.
3.I bought it online does that make any difference?
4. I'd like to try tomorrow :\
BTW a friend I know from work had 3 separate issues with 3 Touch Pro 2s and on his third trip to the store he was able to snatch a Droid. So I know it can happen but I'm foggy on the details how
if you a having a problem with your phone and you believe it needs to be replaced under warranty, i recommend you tell them you lost the phone and need a replacement.
well that seems a bit dishonest doesn't it? the reason i say this is to prevent you from being screwed over. from my understanding, the tp2 has different moisture detectors on the device that are not accurate, by some accounts on this forum.
i would hate for my claim to be denied and have to pay for another phone when i know that i didn't get it wet...
Do you mean the little sticker inside above the battery? That says void on it :\ It's said that since day 3 or so and I've never gotten it wet. I knew that was fishy and I read about that on the forum. Wow...thanks for the great help.
That really threw everything off though. I get charged for the replacement dont I? Can I get that replacement at the store or do I have to wait to get one shipped?...so broke right now, and all I want is a working phone ...equal or better than mine lol
Yes verizon will probably check to see if you have official software. Also your rom is causing the SOD issue. I use the stock rom and never have any SOD issues. Your chance of a upgrade to incredible is like 2% since it isn't a comparable phone. Also Verizon require 3 replacements inside of 90 days before they offer you a new phone. Also insurance fraud is not very nice. Return the phone if you get a new one.
I think insurance fraud is a bad idea all around. Plus I don't like reading about it since technically I have to stop the conversation if I think that this is where the conversation is going.
I suggest you get the stock firmware back on your phone, re-lock if if at all possible, go to the store and explain the issue you've been having. As long as the water detection stickers haven't changed, they'll usually replace it without asking too many questions.
I don't think the SOD issue you're having is device-related though. I'm almost 100% positive that it's entirely firmware related and I strongly suggest you go back to the stock ROM/RADIO/SPL and see if the issue is resolved before attempting warranty replacement.
Final note - Try to avoid using the term "Insurance Fraud" from here on out. It's bad practice, violates the forum rules, can get the site in BIG trouble and can get you banned/your thread closed.
-DH
Dear Forum Members,
I don't know what to do anymore. I am at your mercy. Tried everything I can. Can't seem to solve it myself.
I bought me Samsung Galaxy Tab S 10.5 SM-T800 1 1/2 years ago and was extremely happy with it. Everything worked like a dream. I rooted it after a few weeks because I wanted to get a network going. No problems at all. A few days ago I turned it on and I didn't have any Wifi and Bluetooth was also not turned on. I don't use Bluetooth but it was on at default. I tried working with my router, modem, you name it, it wasn't my connection, so then I tried the tablet itself. Some people said it was SideSync, so I removed that, didn't do anything. I was still using android 4.4.2 so I installed 5.0.2 unrooted and that didn't do anything. After that I wiped everything and went to factory default, no difference. In the end, I looked everywhere, even removed the back panel to see if a connection was loose but everything looks fine. I did another clean install from a firmware installed from the Samsung website to make sure and still, same problem.
I rooted the device, so my warranty is gone.
I don't know what to do now. I use the tablet a lot but mostly online but can't anymore.
I would be very grateful if someone could help. This tablet means a lot to me. My little Sammy :crying:
Nobody?
Edit: Have tried starting in safe mode and nothing changes.
It did work one morning for like half an hour for some reason. Very strange. Then it stopped working again. It does now sometimes show some networks in the area and bluetooth does work sometimes but it wifi and bluetooth disconnects immediately if you connect.
I was in the same situation as you. I ended up sending my device into Samsung for warranty repair. I sent out it last week, and I received it back Tuesday afternoon. Crazy thing was, when they sent it back, there was no paperwork in the box. *Yikes*
statustray said:
I was in the same situation as you. I ended up sending my device into Samsung for warranty repair. I sent out it last week, and I received it back Tuesday afternoon. Crazy thing was, when they sent it back, there was no paperwork in the box. *Yikes*
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Thanks for sharing your experience, did it in the end get repaired?
Here is what happened with my device.
I contacted the shop and they wanted to send it to a verified repair shop and that I might need to pay money because I rooted my device. In the European constitution it says that if it is not caused by rooting, they can't void the warranty, so I mentioned that and they said it was true but the repair shop was the one who should make sure what the problem is, not them. But I found it a bit fishy so I searched on Twitter for a Samsung account and contacted a very nice woman on there. I asked here about my problem, said what the shop was going to do, she asked what the repair shop's name was and verified it was a good one. She even helped with some tests to see if some things wouldn't solve the problem. Asked her about the warranty and she told me about the European constitution law and that if it wasn't caused by a software problem, it shouldn't cost me anything.
The shop I was talking with saw me talking with them and I think they freaked out a bit. They sent me and the woman from Samsung a message what I wanted to do and I wanted to send it in for repair. I did this and a week later I got it back at no cost and the motherboard was busted. I did get paperwork with my package. Even got my original box back with it and my original cord. Even got a new USB cord for the trouble.
My Sammy is working like a charm again and I love it to bits! Samsung has greet service on Twitter and the repair service is also great!:good:
Giant Shadow Lurker said:
Thanks for sharing your experience, did it in the end get repaired?
Here is what happened with my device.
I contacted the shop and they wanted to send it to a verified repair shop and that I might need to pay money because I rooted my device. In the European constitution it says that if it is not caused by rooting, they can't void the warranty, so I mentioned that and they said it was true but the repair shop was the one who should make sure what the problem is, not them. But I found it a bit fishy so I searched on Twitter for a Samsung account and contacted a very nice woman on there. I asked here about my problem, said what the shop was going to do, she asked what the repair shop's name was and verified it was a good one. She even helped with some tests to see if some things wouldn't solve the problem. Asked her about the warranty and she told me about the European constitution law and that if it wasn't caused by a software problem, it shouldn't cost me anything.
The shop I was talking with saw me talking with them and I think they freaked out a bit. They sent me and the woman from Samsung a message what I wanted to do and I wanted to send it in for repair. I did this and a week later I got it back at no cost and the motherboard was busted. I did get paperwork with my package. Even got my original box back with it and my original cord. Even got a new USB cord for the trouble.
My Sammy is working like a charm again and I love it to bits! Samsung has greet service on Twitter and the repair service is also great!:good:
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Oops.... I forgot to mention it... but yes my device was repaired. It had root going to the shop and they didn't say anything about it being rooted. I am just not exactly sure of what they fixed so I think I am going to call in tonight and see what they did to resolve the issue.
So far, so good with it.
Here's what I hate though.... there's 1000s of folks all experiencing this very same problem as what we were experiencing. My warranty is up in just a few days because i didn't purchase an extended warranty from the place I purchased it from (BestBuy). I don't even know how long the warranty is on whatever repairs that they did. *Yikes*
BUT, I am glad you were able to get your issue resolved as well. That's awesome!
I think it's a design flaw in the first few models. Most devices these days have problems at the beginning when they come out. Dare I mention the XBOX360 that was a problem for it's entire run. I had the luck of only having to repair one but I have known people who had to send in multiple or buy multiple new ones. I probably sound like a grandpa at 28 years old but they don't make things like they used to. They test things in the field on paying customers and that is horrible. Same even counts for pharmaceutical products, it's horrible. But people buy and if demand keeps asking, they keep pumping stuff out. It's not about making a product to be proud about, it's about money, and making money as fast as possible. It's understandable to a degree, but the extremes most companies go to is just ridiculous and the people they hurt with it is even worse. But the market is also way to competitive to not do those things. They would go bankrupt in a year or less if they would do it in a fair and honest way. The world isn't fair and honest. It's a bitter view on the world and the market but these wonderful devices get made in horrible conditions by people that get payed horrible wages commanded by people that get payed incredible wages. In the end, there have to be people that are on the losing side and that are often customers and laborers. And normal people can't win from a big company, whatever they do.
Sorry for the rant. I feel very strongly about injustice in jobs and the unfairness in the world. I really wish we could go back to a time where people are proud of the things they make and sell and everyone would profit from it in some way.
What I have noticed ever since my tablet returned is that my battery is lasting much longer. Maybe it's the new motherboard or they put in a new battery pack. Have you noticed this as well after the repair?
My wifes top speaker doesn't work so the only way to hear during a phone call is to plug in a headset or put it on speaker. Is anyone else upset
with this company? They started a kick starter campaign to raise funds to start this company and due to the support from the community they came up with the funds. Then they took the first train Smoking to no support ville to sellout to a company that doesn't even make phones. A seemingly large amount of these phones have hardware issues with the speakers, the charging and cables. I cant detect mine in windows and I know enough about computers to know its not the driver or the computer (Ive tried many computers and cables). These issues are present across stock and customs Roms so Im not too hopeful and I apologize for being as pessimistic as I am right now but I dont feel like I should be having all these issues from a phone that is a little over a year old and there isnt any support from the company whoever they are now. They made a low quality phone (im being real nice) and then BAILED. I wouldnt even be upset If they stuck around even in spirit but theres no one to vent to. Hopefully this will help someone out there if they even consider buying this phone. If anyone has any ideas about the top speaker id appreciate any help. Thanks in advance.
Ender
I understand your rant and honestly since you seem to have tried everything and failed to get a solution I understand your reply but you found out about the hardware issues from everywhere, gathered in one sentence and added 'no support from company' to it. Not quite fair.
Cable/Charging issues were in Q1-Q2 2016 which was resolved with cable replacements. Speaker/Volume issues was software issue which they kept working on till the last update they provided. Other major hardware issues were resolved with direct device replacements in warranty. The company stopped selling quite early before actually ending the support. Only the new buyers who bought at a steal price (leftover stock from sellers) didn't get the warranty or support as such.
People like to call them a a sellout but its better to be acquired and let their design language live than to go shut down the company for good, new phone makers see that fate quite often. Also this device is quite identical to what 5X is, so its not quite a 'low quality' phone. I am being real here too.
At the price its been sold at right now, it still is a steal. And the people who buy now know they aren't going to get warranty as its quite nicely and loudly announced.
The only gripe I've is the small battery size and mere 2.5-3.5hrs SOT. For me I never crossed 4hrs and average at 3hrs SOT. But then again that can be solved by a power bank which most carry now a days. I am considering buying one to charge everything I carry all day.
Now since you said you tried everything I would still like to ask have you installed the 'Robin drivers'?^ Because once that is sorted out most custom ROMs are quite stable and you can even flash stock again to know if its a problem for not.
I believed seeing the Android device detected was enough but after wiping everything from custom recovery the device never got detected but the Robin drivers helped to push files via adb.
^Robin Drivers - https://insider.razerzone.com/index.php?threads/robin-factory-images-and-usb-driver.21487/
Hi, a few of you may know me from a thread i posted a few months back about how my OnePlus 5T broke on me. Basically, the display of the device stopped responding to touch out of the blue without any drops or water damage. This is a somewhat rare manufactures defect of the device and i have found at least half a dozen people that has it. There was someone from the OnePlus forums that mentioned that OnePlus India accepted this as their fault. Unfortunately, i didn't buy the warranty when i bought the phone from a third party so i can't have the phone replaced.
According to the third party repair shop i trust with all my phones, the touchscreen IC of the phone failed and that's why touches weren't registering. So i paid 130 dollars for the repair. But it doesn't seem like the phone wants to stay fixed. The same problem came back three times throughout the last week and i had to take the phone back to the repair shop for the same repair three times.
Can someone here that's knowledgeable enough about the hardware of this phone tell me what might be wrong with the phone? I already paid a sum i really can't afford anymore to this place so i can't afford to have someone else check it. And i don't know about these things enough to be able to debug the problem myself.
If this isn't a good place to ask these type of questions, I would really appreciate if someone can atleast tell me where i could get a solid answer to this problem. I need to fix this phone so that i can sell it because i'm in a tight spot right now.
Thank you!
Helhound0 said:
Hi, a few of you may know me from a thread i posted a few months back about how my OnePlus 5T broke on me. Basically, the display of the device stopped responding to touch out of the blue without any drops or water damage. This is a somewhat rare manufactures defect of the device and i have found at least half a dozen people that has it. There was someone from the OnePlus forums that mentioned that OnePlus India accepted this as their fault. Unfortunately, i didn't buy the warranty when i bought the phone from a third party so i can't have the phone replaced.
According to the third party repair shop i trust with all my phones, the touchscreen IC of the phone failed and that's why touches weren't registering. So i paid 130 dollars for the repair. But it doesn't seem like the phone wants to stay fixed. The same problem came back three times throughout the last week and i had to take the phone back to the repair shop for the same repair three times.
Can someone here that's knowledgeable enough about the hardware of this phone tell me what might be wrong with the phone? I already paid a sum i really can't afford anymore to this place so i can't afford to have someone else check it. And i don't know about these things enough to be able to debug the problem myself.
If this isn't a good place to ask these type of questions, I would really appreciate if someone can atleast tell me where i could get a solid answer to this problem. I need to fix this phone so that i can sell it because i'm in a tight spot right now.
Thank you!
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Talk to one plus. Regardless of who you bought it from it should have the manufacturers warranty on it for 1 year. Go straight to one plus