I’ll try to be as short as I can and not bore everyone to death with my sob story.
Last week, Wednesday (25th September) my HTC One died, I took it out of my pocket and it was off, I tried powering it on – nothing, kept the vol-down + power button pressed for more than 1 minute, nothing, no blinking soft keys lights, dead, kept it charging for 1 hour, no charging on led,again nothing. Ultimately I took it to Regenersis Romania to be fixed under warranty.
Along the way Regenersis Romania, did NOT give any information besides the “under repair” status. I had to call HTC Romania to find out that actually Regenersis Romania does NOT fix the HTC ONE phones here, but instead they ship them to Poland and fix them there. Today I called again Regenersis to find out whats happening with my phone( 8 days have passed since I claimed the warranty), again I got the status “under repair”. So I called HTC Romania since they were always very nice and helpful maybe the can give one more time more information and once again they did. They told me that Regenersis Poland denied warranty with the code S 400 (which basically means custom software). Now I’m asking the HTC representative, how the hell did they saw it was unlocked since the phone clearly didn’t powered on, either they had to replace the battery or the board. if it was the battery I would be happy, ok new battery and although the “custom software” would break the battery only in 0.1 % of the cases lets say i’m that 0.1%, I would gladly pay for the new battery and their trouble (although again normally I shouldn’t but wth, I want my phone back) and get back in business. If they had to replace the board, oh well new board means new everything so no way they see it was unlocked, or least probable the phone suddenly started to work again andi couldn’t care less about everything else(well not quite I’ll write below why not) But it seems again I was wrong. They only checked the database and saw that I unlocked my phone via htcdev (or at least this what my logic dictates if you take in consideration what I wrote above). And continuing my logic, from that moment they didn’t even looked at the phone or the defects I reported, unlocked bootloader = no warranty, doesn’t matter what’s wrong with your phone we don’t even look.
I read on forums (xda and others) – again read on forums, take it with a grain of salt – that this is somewhat common practice for the services to make an extra quick buck but what is funny they didn’t even mentioned whats broke and how much would cost me to fix it – maybe they’ll share more information once I’ll pick up my phone.
Now I was saying above that I’ll explain why even if the phone would suddenly start working I wouldn’t be pleased about them denying my warranty. I wouldn’t be pleased because apart the fact that the phone wasn’t powering on, I reported 2 other defects to be fixed, defects that are under no way related to “custom software”, 1st one was the pink tint of camera under very low light condition, common problem with HTC ONE, problem that from what i hear HTC’s directive is to replace the phone, no question asked, and 2nd one would be gaps, again nothing to do with software. Regenersis decided to ignore everything and denied my warranty based on the htc unlock database (see my logic above why I argue that they did this based only on IMEI).
Right now my only possible way to attack this decision is to call Customer Protection and let them take it from there. But given how things work in Romania, by the time there would be an definitive decision for my reclamation, HTC ONE would be as old as HTC Sensation is these days.
While i’m pretty upset about the whole situation, I really want to thank HTC Romania for all the information they gave me along they way when Regenersis should have given them in the first place
So due to numerous replies regarding this subject I feel there is need to explain a bit more.
Since I live in Romania, the producer and the post sale service must obey European Legislation. European Legislation says that in order to void your warranty the producer or the service must prove that the issue was generated by the customer. While yes HTC says warranty MIGHT be void using unlock there is a “might” there and they have to prove that me unlocking my phone is the reason the phone malfunctioned, which they didn’t, they saw i generated a code for an imei, i could have kept that code on a txt on my desktop and never used it. And even if they can prove I’ve used it, they still have to prove that a custom software did the damage. sure one can argue, yes flashing roms broke your phones – again they have to prove it. in the end flashing a rom is writing 3 partitions on phone /system /data and boot nothing so critical that can make your phone power off for good and forever. Let’s say the software is bad and rendered the phone unusable, you either get stuck at splash screen, or a bootloop, or phone reboots itself without any reason, data connection is not stable gps doesn’t work etc, even a brick – things that can be generated by a software error. but from this to the phone not powering on at all is a big difference. is highly unlikely a software could to this to a phone, and even if it did they have to prove it 1st before voiding my warranty. As i said even a bricked device is visible to a PC when connected and can be fixed
I know some will argue, that with unlock you can flash a custom kernel and overclock the hell out of the cpu and gpu and this might end its life, but before it kills it, there will be some signs like overheating, instability reboots etc, and it will be signs of overheating on the board itself, which is not the case.
So as I argued before a bad software at most can cause instability, or the phone not to boot, but at least you have bootloader or something. even if you brick it as the lingo goes, the phone will still be visible to the PC as QHSUSB_DLOAD in device manager and can be fixed. but from this to not powering on at all is difference.
I really hope I can solve this without paying money for repair, because unless they can prove it is my fault for this defect. will be like feeding the beast, confirming them that this kind of practice is OK.
This is it, thanks for reading, I know i said i’d be short but I got carried away. I hope this article will help me get the phone repaired without additional charge, and help others who run into these kind of issues.
HTC Romania escalated this problem to their superiors and waiting for reply
HTC international asked for my ticket no. and said they will look into it. hope is up again.
For now I can only blame Regenersis for their shady practices. This link only confirms my logic. Sure one can blame HTC for their poor choice of outsourcing companies, but at least here in Romania, Regenersis is the go-to service for all major producers and carriers( Regenersis services Samsung, BB, Apple, Vodafone etc.) . And at least until now HTC escalated the situation in an effort to solve my problem. Remains to be seen if they can come through.
Service called me today to pickup my phone FIXED UNDER WARRANTY. I don’t know what happened between last Thursday when they decided to void null my warranty and today because it has been fixed under warranty, my best guess is HTC Romania or HTC or someone from HTC talked and they fixed it. Thanks are in order to everyone who helped me with this.