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Ok, need a bit of help to know how much repairs will cost...
My phone got sent back 3 weeks ago to HTC via Carphone warehouse to have screen replaced as it had the known issue with the "oil" effect and the screen not responding
Upon it being sent back, HTC have now held my phone, waiting responce off myself saying that "illegal firmware" is present on the phone and it will require a motherboard replacement and has had the warrant fully voided.
I dreaded this senario as I thought this could be the case, as I had one of Duttys firmwares install but couldn't revert back before I sent it due to the broken screen.
Anyone got any idea of cost? or ways of working around this issue and getting the to think it still is warranty covered?
I am so gutted and upset, really can't afford a new screen and motherboard ! Im guessing it will be costly?
Aside from this do you feel HTC have grounds to be able to refuse to fix a hardware issue and say it needs a new motherboard to correct the "illegal firmware" before they will ever consider looking at the damaged screen?
Anyone have any ideas of info? It's a real shame HTC have this attitude, it's just putting further limits on allowing there device to be used to full potential
Moved out of development
My two cents (altho I'm no expert)
Maybe you could get angry with HTC - explaining this is a hardware fault, not a software one, (although I've heard they don't accept that)
Or you could probably reinstall stock ROM, just by working out the key presses (e.g. hard reset, that run USPL, then run firmware upgrade)
But now they know you've used Dutty, they might still quibble.
But it's not right they refuse a hardware problem because of a a software change, as they're not related, and I remember someone else on this forum playing hardball and saying they were going to get their lawyer involved, you could threaten that?
smeddy said:
My two cents (altho I'm no expert)
Maybe you could get angry with HTC - explaining this is a hardware fault, not a software one, (although I've heard they don't accept that)
Or you could probably reinstall stock ROM, just by working out the key presses (e.g. hard reset, that run USPL, then run firmware upgrade)
But now they know you've used Dutty, they might still quibble.
But it's not right they refuse a hardware problem because of a a software change, as they're not related, and I remember someone else on this forum playing hardball and saying they were going to get their lawyer involved, you could threaten that?
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Click to collapse
Well it's took them to the 28th day to respond with this message about it being "illegal software" after another 8 day it took carphone warehouse to send it to HTC repairs... So it's already been over a month since I last had my phone... Im just worried that if I hold out and argue, it's going to add another month onto the wait, and then my phone will have been gone for such a long time.
I might just ask them how much do they think the repairs cost for the Motherboard, but then I envisage them saying along with motherboard, they will want cost for a new screen too !!
My edvice is to take your HD back and gave to any phone repair shop , they are able to replace screen, as for software ,once you have screen fixed you'll be able to flash again and use it , new screen don't need any software to run . I know that as fact because I work in phone repair shop .This is cheapest solution for u because HTC will definately charge you for foulty screen plus motherboard , and that will cost you almost the same as buying new HD.Sorry for bad English.
if you can get it back and cant work out the keys download mymobiler, It auto installs to ppc when connected
As mentioned, get it back and have it done locally...you don't have time for HTC's games!
As already stated by a few people, your best advice is to ask for it back and get a screen replacement locally. Also, for them to say its needs a new motherboard seems a bit 'over the top' as well!
Does HTC have a centralised device blacklisting?
If not he can get it back and flash factory ROM and give it in a different service centre.
BTW HD screen is toooo delicate, a guy who broke it with pressure against his chest wall in a crowded train, got it replaced, don't know costs but they flashed factory ROM for him and warned him that illegal ROMs not only voids warranty but they may refuse to service the device.
BTW replacing motherboard for ROM flashing is too harsh a punishment IMHO.
Phone is in your hands now and does phone power on normally ? If it is , just flash back stock SPL and ROM via PC. After that send again to htc repair centre (send it by some friend, not you)
UPDATE
Spoke to Carphone warehouse, who further read me the message HTC sent them, then realised that HTC contact them over 21 days ago about this responce, but nobody updated me.
They then transferred me back to my local store, saying they have no idea where to go next.
Who then passed me onto a contact directly at Carphone Warehouse repairs centre near me.
Spoke to a guy there who was very helpful.
He got HTC on the phone, who were argueing about the Firmware. Refusing to do any further work, untill screen is replaced.
Now HTC are awaiting my phone call, they have given me my IMEI number and said I can contact them to try and disscuss this further.
Fingers crossed.
This makes me a bit hesitant about installing new rom on my brand new Touch HD.
I am so lucky that I live in Germany...
No such problems... in the first six month, THE SHOP where you bought it HAS TO PROOVE that the cooked ROM is really responsible for the hardware failure.
After that you still have another one-and-a-half years where you can easily proove that a simple ROM isn't able to kill the display in this manner.
If this was my case in my country, I would have set them a deadline to repair, bought a new phone and sued them for compensation.
Can't believe your case... but if you are really depending on the manufacturers guarantee, then... good luck!!! Don't you have any warranty claims (in USA?) against Carphone Warehouse as seller itself?
hey make sure you get the screen sorted them downgrade, HTC want to charge me 151 for a new motherboard
HI guys as i reported a few days back my hd died on me so i sent it to them to fix, well theyve got back to me 2day saying that:
"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."
they want me to pay 151 sterling for it, what you think shall i pay it? or shall i just buy the dam iphone! its really pissed me off is there any ways around it? is there a way to buy the the motherboard from some where else?
Why isn't the motherboard covered by the warranty? You didn't break the seal did you?
Fallen Spartan said:
If you can't even get phone to start, chances are its a motherboard problem and likelihood is that HTC will just replace motherboard without even looking at whats installed on device. Others have had same problem and they had no problems. However I CANNOT stand by this 100%. It will be a risk!!
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Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
crajee said:
Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
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Click to collapse
But a custom ROM can't damage the motherboard... And since he is specifically talking about a problem "caused by damage that isn’t covered by warranty" and not "we have to charge you because your warrenty is void" I'm not too sure this is the problem...
I would ask them to specify what supposedly damaged the motherboard that isn't covered by warrenty!
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
thanks guys im thinking of getting it deliveryed without getting it "fixed" will only cost me 11 quid, and buy a new battery, is there anywhere you guys would recooment getting a new battery from? im assuming that they have managed to turn on the hd, which i couldnt do and panicked and sent it to them within a day, if i can turn it on ill down grade everything and then take it to tmobile as im covered with issurance
Chainfire said:
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
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thanks i mite state this to them they didnt even specifically say how i managed to mess up my MB
i cant even get through to them now seems that all there support numbers are down
You'll find that all companies including HTC will try all methods of getting out of warranty and the fact that you have HSPL on your device (whether or not it was related to malfunction) will be enough for them to void your warranty.
Others have sent devices in and had no problem as device wasn't checked. You have been unlucky.
My device broke at the weekend and seeing as I have 2 HD's I decided it was worth the risk taking it apart. I managed to refix the motherboard due to a faulty loose connection. Took a while to figure it out.
HOWEVER I WOULDN'T ADVISE ANYONE TO DO THIS!!! THIS SHOULD BE DONE ONLY AS A LAST RESORT, AND ONLY IF YOU KNOW WHAT YOU ARE DOING!! ONCE YOU HAVE OPENED DEVICE YOU WILL COMPLETELY VOID WARRANTY!!!!
i managed to get through and spoke to some1 he said that the usb had something to do with the motherboard failing, im gona try getting it sorted through insurance, they are going to send me a more detailed reason for them charging me for repair, ill post it as soon as i get it
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Please let us know HTCs answer - I'm really curious to know what they have to say to your letter!
will do
scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
I have sent similar letters in the past - never receiving a response though.
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
Fallen Spartan said:
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
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Click to collapse
didnt think of that dam!
Chainfire said:
I have sent similar letters in the past - never receiving a response though.
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Click to collapse
realy? what did you write? if we make enough of a racket they have to respond 1 day
meandu229 said:
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
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Click to collapse
if you send it to them make sure you reflash the stock rom, i would have but the phone wouldnt turn on now there screwing me, so along as your phone works, reflash the stock rom and then send it
scar88 said:
realy? what did you write? if we make enough of a racket they have to respond 1 day
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Click to collapse
Who says they have to? They make enough money out of us already doing what they do. Why do they need to change? I'd be surprised if you get a response (though if you do, post it). I'd imagine they will just stick to what they previousy told you and state warranty is void due to illegal rom installed
Hey guys,
Im on my second Vibrant right now. The volume button stopped working on my first one. When I got this replacement, the usb port was a little loose, now a few months later its even more loose. So I called tmobile and they said that the loose usb port is not covered under warranty because its something that I could have damaged. Also, I was assuming that the phone they sent me was a refurb, but the Tmobile rep said the replacement (that I have now) was actually a new unit and has another full year warranty on it.
So my question is, besides the volume button not working (like my original), what is covered under warranty. I am not talking about insurance, but the 1 year warranty that comes with a new phone. If a loose USB port is not covered, but the volume button not working like my original is covered, what is or is not covered under the original 1 year warranty?
kboater said:
Hey guys,
Im on my second Vibrant right now. The volume button stopped working on my first one. When I got this replacement, the usb port was a little loose, now a few months later its even more loose. So I called tmobile and they said that the loose usb port is not covered under warranty because its something that I could have damaged. Also, I was assuming that the phone they sent me was a refurb, but the Tmobile rep said the replacement (that I have now) was actually a new unit and has another full year warranty on it.
So my question is, besides the volume button not working (like my original), what is covered under warranty. I am not talking about insurance, but the 1 year warranty that comes with a new phone. If a loose USB port is not covered, but the volume button not working like my original is covered, what is or is not covered under the original 1 year warranty?
Click to expand...
Click to collapse
Not sure the answer to your question but have you called them back and talked to cust service? Have you tried to call samsung?
yeah, i'd call and talk to a different rep. they were probably not wanting to do it because if it is determined to be physical damage, you'd get charged and out of warranty fee. tell them you are positive it isn't due to physical damage and be insistent and let them know you are aware that you run the risk of the oow and they should do it for you, i did when i worked there. worst case, you pay the $130 or whatever oow (assuming the oow fee hasn't skyrocketed in the last 6 months or so), which is about what you'd pay for an insurance deductible anyway.
Try a different usb cable first, seems like that was the only thing you haven't changed.
its not the USB cable, and it still does charge and work, but the port has gotten quite a bit looser then when i received the phone (which it was a little loose to start with)
so with it still working, and the fact that I have been with them for about 5 years with 2 lines and I am not under any contract, I think I have the upper hand in the bargaining power. Due to this and the fact that this particular phone still has about 9 months of warranty left on it, I am not in a rush.
I was just a little surprised when the rep told me that the loose port is not covered under the 1 year warranty. They wanted to send me a free Galaxy S 4G, but wanted to to commit to 2 years. I told them no way. I told her that I was not comfortable signing a 2 year agreement with the Att deal in the works. I told her since I am not under contract I could just easily go to another carrier. She told me to call back and see if they could do anything else before it came to that.
So i am curious as I know many people on this forum have done warranty replacements, any idea or experience what is covered under the 1 year warranty?
manufacturer defects are covered under warranty. physical and water damage are not. that's about as specific as it gets...
how long you've been with them and whatever doesn't matter for a warranty exchange, but that's why they would have offered you an upgrade, but you aren't going to get anything other than a warranty exchange (which may end up with you being charged an oow fee for physical damage) without a contract.
The Samsung USB cable is garbage. If you are still using it, it WILL make it seem like the port is loose but it's not. It's the cheap ass cable. I've used Motorola and Nokia MicroUSB cables with no problems for months now. My Samsung cord is actually shorting out now, and is still very loose.
funeralthirst said:
manufacturer defects are covered under warranty. physical and water damage are not. that's about as specific as it gets...
how long you've been with them and whatever doesn't matter for a warranty exchange, but that's why they would have offered you an upgrade, but you aren't going to get anything other than a warranty exchange (which may end up with you being charged an oow fee for physical damage) without a contract.
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Hello last summer I got 2 vibrants. Tmobile had a special buy one and get second free. I gave my gf the second one. And now her usb port connector on the phone itself is loose. That's part of manufacture defect? Right.
Sent from my SGH-T959 using XDA Premium App
thats definitely covered under warranty, thats what happened to my last vibrant and soon after it stopped connecting to the PC and then sometimes didnt charge.
I usually recommend going into a B/M store to show them IN PERSON. They are much more caring in the flesh than on a phone. Besides, you can prove to them in person it is a manufacturer defect...not but babble over the cell network.
USB port malfunctions are usually due to user error, but if yours was by default loose, then yes, it should be covered. If the reps continually refuse, just makes up a BS issue such as random reboots and you will receive a replacement. Trust me, T-Mobile does not bother to check the devices for the given issues. Then again, it really isn't fraud since the device's usb is faulty.
So I sent my phone in to HTC to get repaired, got an email today saying it'd cost me either $185 to get it repaired and sent back, or $35 to get it sent back, not fixed or anything. Here's what the repair tracking said:
Code:
Repair Description
We have diagnosed your device and have determined that due to the following reason(s), your device is out of warranty:
• Case Damage not covered by warranty
In order to properly repair your device, the following action(s) will need to be taken which will require payment due to the out of warranty diagnosis:
• Replace Device Main Board
When I called to get my phone repaired, the guy said it was under warranty until the 28th of January (3 days ago), but since I called before that, it'll be under warranty even if it gets there after.
The amount of case "damage" was incredibly small, and I don't really need it to be replaced, and replacing the device main board sounds more of a manufacturers defect, not something I did, considering I never opened the phone up, and it would turn on (though I could be wrong).
From what I'm reading, I'm being charged because of the case damage, and if that wasn't there, I wouldn't be charged. So does anyone know if I can have them JUST replace the main board so I don't get charged?
I'd rather not pay $185 to get this repaired, and I don't want to pay $35 to have them tell me something was wrong with it, since I already knew that.
If I do decide to pay $185 to get it repaired, would replacing the main board also replace the eMMC chip?
Thanks
theholyfork said:
So I sent my phone in to HTC to get repaired, got an email today saying it'd cost me either $185 to get it repaired and sent back, or $35 to get it sent back, not fixed or anything. Here's what the repair tracking said:
Code:
Repair Description
We have diagnosed your device and have determined that due to the following reason(s), your device is out of warranty:
• Case Damage not covered by warranty
In order to properly repair your device, the following action(s) will need to be taken which will require payment due to the out of warranty diagnosis:
• Replace Device Main Board
When I called to get my phone repaired, the guy said it was under warranty until the 28th of January (3 days ago), but since I called before that, it'll be under warranty even if it gets there after.
The amount of case "damage" was incredibly small, and I don't really need it to be replaced, and replacing the device main board sounds more of a manufacturers defect, not something I did, considering I never opened the phone up, and it would turn on (though I could be wrong).
From what I'm reading, I'm being charged because of the case damage, and if that wasn't there, I wouldn't be charged. So does anyone know if I can have them JUST replace the main board so I don't get charged?
I'd rather not pay $185 to get this repaired, and I don't want to pay $35 to have them tell me something was wrong with it, since I already knew that.
If I do decide to pay $185 to get it repaired, would replacing the main board also replace the eMMC chip?
Thanks
Click to expand...
Click to collapse
The reason you're getting charged is not just because you have case damage, but because in their assumption, the reason why your device has motherboard damage is because you dropped the device, resulting in the motherboard getting damaged. If the device looked flawless, then that would mean it is a motherboard manufacture damage since the device had never been dropped so no other possible way for the the motherboard to get damaged.
And yes, your emmc chip will be replaced along with the motherboard.
coupetastic-droid said:
The reason you're getting charged is not just because you have case damage, but because in their assumption, the reason why your device has motherboard damage is because you dropped the device, resulting in the motherboard getting damaged. If the device looked flawless, then that would mean it is a motherboard manufacture damage since the device had never been dropped so no other possible way for the the motherboard to get damaged.
And yes, your emmc chip will be replaced along with the motherboard.
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Click to collapse
Dang. I'm assuming there's no way to convince them that I didn't drop the phone either, right?
And ugh! I don't want to lose my good eMMC chip!
Decisions, decisions
theholyfork said:
Dang. I'm assuming there's no way to convince them that I didn't drop the phone either, right?
And ugh! I don't want to lose my good eMMC chip!
Decisions, decisions
Click to expand...
Click to collapse
Nope. Companies do not like fixing electronics for free. Specially if the damage got nothing to do with the actual device but the user danage.
coupetastic-droid said:
Nope. Companies do not like fixing electronics for free. Specially if the damage got nothing to do with the actual device but the user danage.
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Click to collapse
Yeah, that's what I figured :/ I guess ill have to pay $185 then. Is a bad eMMC chip a reason to get my phone replaced? Incase the new motherboard has it. ...specifically for free lol
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Well I officially broke my precious Galaxy S3.
Dropped from my pocket to a hard floor.
The LCD began to leak down the screen, eventually filling the screen with black.
The irony? Not one single mark or scratch on the phone, even after this drop.
I hadn't yet swapped over my phone insurance yet from my old phone, and it happened 35 days after I got the phone from Phones4U.
They have sent it in for repair (under manufacture warranty). This takes TWO WEEKS. And I may get a phone call stating that due to the damage being from "shock" by being dropped, they cannot replace the screen digitizer.
If this happens, I have an option to pay £60 for them to repair it, or I can get the phone back and claim off insurance (because I only started my insurance on the day it broke, so I have to wait a week for insurance to be valid).
Thoughts?
I looked at this:
http://www.amazon.com/Original-Genuine-Digitizer-Assembly-Samsung/dp/B008AT974I
But too much £££
Its most definitely not a warranty claim.
£60 versus self repair with no warranty on your repair .
A number of i broke i replaced my screen posts on XDA worth a look to get an idea of costs difficulty etc .
jje
danieljamie said:
I looked at this:
http://www.amazon.com/Original-Genuine-Digitizer-Assembly-Samsung/dp/B008AT974I
But too much £££
Click to expand...
Click to collapse
i dont know why it says LCD not AMOLED on that auction..
Yeah they asked me in Phones4U if I dropped it.
To which I responded, "nope never", and there are NO MARKS on the phone at all.
He phoned the Samsung tech support and they said that the digitizer must have cracked due to a "shock or fall" and that I may get a phone call from the repair team arguing it.
Not sure what to do if I do?
I just want to claim ignorance and say it has never been dropped and get a new screen in it.
Anyone had experience with Phones4U repair center?
Service centers are not morons. If the screen is broken it a result of usegs and not manufacturing issue. I do not see why they should fix this under warranty. So say yes i drpped it and have it fixed for 60£
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