Dust underneath the screen - manufacturing defect

apex84 · May 2, 2012

Crap! Just noticed dust on the middle right side. Serial SH16 bought on Aug 4 2011 so I managed to get 9 months without any dust at least. And now I'm abroad so I have to wait till the end of June when I go back home to send it in for replacement. Sucks..

karkand · May 3, 2012

what will be exposed to additional costs in replacing the new stuff?

tony.wheeler · May 4, 2012

Dust RMA now 'As New' handset in Warranty

Just thought I'd report my experience. I am in the UK and bought a handset (not locked) and I noticed the dust issue after about 2 months with my handset. I put up with it because I did not want to loose my new Sensation!

It's now about 10 mths old and the dust had gradually got slightly worse (RHS middle) so I contacted HTC UK. The service was absolutely faultless!

I called the UK contact and the handset was collected by UPS on Tuesday - that was 3.5 days ago and this morning I received my now perfect handset back.

I have checked and it's the same Serial number and IMEI - but looks like new. The letter that came with it lists all the parts used (see image below).

Of course I need to unlock the handset but it has been returned updated and after a 19 Mb update just now (from HTC) it now has Android 4.03 and Sense 3.6.

That's all from me - only time will tell whether the dust returns and HTC have actually fixed the screen gap issue - if not then I have more than a year more left of my 2 year HTC UK warranty to rely upon.

BTW: I forgot to add that I returned the rooted handset with Android Revolution and super CID etc all on the handset. I made no effort to remove it as I reasoned that HTC were being asked to replace what was a faulty screen and the issue did not relate to software in any way. You should know that when you return a handset in the UK it goes to an HTC agent (Regenersis PLC, Cambridge) and they state that they will wipe the handset of all data as it would be returned with a new software (ROM etc) load. Clearly this HTC update while being 'fixed' was not affected by the root I had done - I do not know if it is still rooted....

Phateless · May 5, 2012

tony.wheeler said:
Just thought I'd report my experience. I am in the UK and bought a handset (not locked) and I noticed the dust issue after about 2 months with my handset. I put up with it because I did not want to loose my new Sensation!

It's now about 10 mths old and the dust had gradually got slightly worse (RHS middle) so I contacted HTC UK. The service was absolutely faultless! I called the UK contact and the handset was collected by UPS on Tuesday - that was 3.5 days ago and this morning I received my now perfect handset back.

I have checked and it's the same Serial number and IMEI - but looks like new. The letter that came with it lists all the parts used (see image below).

Of course I need to unlock the handset but it has been returned updated and after a 19 Mb update just now (from HTC) it now has Android 4.03 and Sense 3.6.

That's all from me - only time will tell whether the dust returns and HTC have actually fixed the screen gap issue - if not then I have more than a year more left of my 2 year HTC UK warranty to rely upon.

BTW: I forgot to add that I returned the rooted handset with Android Revolution and super CID etc all on the handset. I made no effort to remove it as I reasoned that HTC were being asked to replace what was a faulty screen and the issue did not relate to software in any way. You should know that when you return a handset in the UK it goes to an HTC agent (Regenersis PLC, Cambridge) and they state that they will wipe the handset of all data as it would be returned with a new software (ROM etc) load. Clearly this HTC update while being 'fixed' was not affected by the root I had done - I do not know if it is still rooted....

Was this for free or did they charge you anything?

Sent from my Sensation using xda premium

Skipjacks · May 5, 2012

Its been about 2 months since I did the silicone fix.

The dust hasnt gotten any worse.

Just thought id share.

Sent from a rebel ship by storing the message in an R2 unit. (Help me, XDA. You're my only hope)

mage3 · May 6, 2012

Bought my sensation in july 2011 and still no dust under glass whatsoever. The thing is I've been using a case since 2 weeks in from the purchase. The case is some kind of silicone rubbery stuff and is not exactly snug fit, but still covers the screen edges.

I have no warranty on the phone though, as i bought it from amazon dealer in the US and now Im back home in Bulgaria. My question is - is the dust under screen inevitable, or only small percentage of handsets get it? Because I really don't want to figure out where to send it for repairs and how much it will cost.

Sent from my HTC Sensation XE with Beats Audio using XDA

roytev · May 6, 2012

just got my phone from arvato in greece the phone came to me with a sharp screen it's way better then auo and for now with no dust

laxin · May 6, 2012

first i had a sensation with an acer screen which got dust underneath, it was also somehow a low quality unit and i really didn't like it, i went back to the store where i bought it and told them about the problems i had with the phone. they replaced it with another one and the first thing i immediately realized was how beautiful the screen quality was on the new one. the second unit had a sharp panel and none of the problems which i mentioned before. therefore my conclusion is, that the units with an acer panel are lower quality than the ones with a sharp panel

mage3 · May 6, 2012

How do you distinguish between the different panels?

Sent from my HTC Sensation XE with Beats Audio using XDA

tony.wheeler · May 8, 2012

Phateless said:
Was this for free or did they charge you anything?

Sent from my Sensation using xda premium

It was completely free under the standard (UK HTC) 2 year warranty. In fact HTC even paid UPS to collect the handset at their cost. The only cost to me was 3.5 days without my Sensation.

Phateless · May 11, 2012

tony.wheeler said:
It was completely free under the standard (UK HTC) 2 year warranty. In fact HTC even paid UPS to collect the handset at their cost. The only cost to me was 3.5 days without my Sensation.

Thanks, I might have to look into this.

Sent from my Sensation using xda premium

mage3 · May 11, 2012

mage3 said:
Bought my sensation in july 2011 and still no dust under glass whatsoever. The thing is I've been using a case since 2 weeks in from the purchase. The case is some kind of silicone rubbery stuff and is not exactly snug fit, but still covers the screen edges.

I have no warranty on the phone though, as i bought it from amazon dealer in the US and now Im back home in Bulgaria. My question is - is the dust under screen inevitable, or only small percentage of handsets get it? Because I really don't want to figure out where to send it for repairs and how much it will cost.

Sent from my HTC Sensation XE with Beats Audio using XDA

Please guys, I don't have access to warranty here, so its really important for me to know what is the chance of this happening.

crisisinthecity · May 11, 2012

laxin said:
first i had a sensation with an acer screen which got dust underneath, it was also somehow a low quality unit and i really didn't like it, i went back to the store where i bought it and told them about the problems i had with the phone. they replaced it with another one and the first thing i immediately realized was how beautiful the screen quality was on the new one. the second unit had a sharp panel and none of the problems which i mentioned before. therefore my conclusion is, that the units with an acer panel are lower quality than the ones with a sharp panel

Not true. I have had phones with both panels and both had dust. Sharp is more true colors and the Acer is over saturated. I actually prefer the Acer. Sharp looks dull to me.

Sent from my HTC Sensation 4G with Beats Audio using xda premium

crisisinthecity · May 11, 2012

mage3 said:
Please guys, I don't have access to warranty here, so its really important for me to know what is the chance of this happening.

Do the silicon seal and never look back.

Sent from my HTC Sensation 4G with Beats Audio using xda premium

Randomtxtr · May 12, 2012

Are there any users from India who faced this issue? What did you guys do about it? Were you asked to take it to a service center near your place? The thing is, the service center here is far far off, it's in another city :|. Thanks in advance!

mrsatan · May 15, 2012

I debated getting a sensation as they had them on sale on Negri, but this dust problem kept me from doing it. I know you can seal the screen with silicone, but I always thought it was stupid that you had to do such a thing for an expensive phone. I ended up not buying it. Still wondering if I should have gone for it or not.

manishimo · May 16, 2012

maybe

mrsatan said:
I debated getting a sensation as they had them on sale on Negri, but this dust problem kept me from doing it. I know you can seal the screen with silicone, but I always thought it was stupid that you had to do such a thing for an expensive phone. I ended up not buying it. Still wondering if I should have gone for it or not.

in us and this hasn't happened to me. It may or may not so it depends on your luck.

blast1987 · May 17, 2012

Hello, i want to tell you my story.

After 4 months, my Sensation started to have the "dust problem under the screen" and the sound speaker distorced at higher levels problem.
So i decided to send it to HTC, my warranty was still ON.
Today after 10 days i received it back, and it has THE SAME PROBLEMS as before.
They did absolutely nothing and i'm so disappointed about HTC.
My speaker is still distorced at higher volumes, the screen still has dust inside the screen, nothing changed.
I'm really angry, i've read in this forum that most people who sent their sensation back got the screen repaired and the dust problem gone, but that's not my case.
I'm going to call them again today, i hope i can solve something.

EDIT: the only thing they did was a Software Update. But i already had the latest Update !! WTF.

TP-Power · May 17, 2012

Sent my phone in like 3 months ago for repair because it had dust underneeth the screen. Now guess what: the problem is back! Noticing the first spots of dust on the top.

realsis · May 17, 2012

I have a small spot of something right in the middle of the screen. You can't always see it but in the right light its definitely there! Very small.I'm not sure exactly what it is?
It looks like a tiny pixal. It's been there since I got the device. Thank God its not getting bigger! It's like a tiny rainbow of colors, very difficult to see but if you look hard you can see it
Sent from my HTC Sensation Z710e using xda premium

Dust underneath the screen - manufacturing defect

Do you have dust under your screen?

Yes - on the right hand side in the middle

Yes - other random place

No

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