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Shattered Screen Experience

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bigragu
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(Last edited by bigragu; 30th May 2014 at 04:46 PM.)
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Thumbs up Shattered Screen Experience

When I read that HTC was offering to replace cracked screens on a one-time basis I thought that was pretty cool. But then I read it was only if the screen was cracked within the first 6 months and I thought what were the odds of that happening. Seemed like it was more likely to happen in months 6-24. Well, I got my M8 in April and the other day I dropped it. I was sitting down and reached into my pocket when it rang and it fell out. It was only a short distance and I've had it happen many times before without incident, but for some reason the screen completely shattered. I even had a protector on it to no avail.

Well, I contacted HTC via messenger and had a great experience. It did take awhile as the operator went over the various options, but ultimately I chose the completely free option which will take 8-10 days which I can afford because I am just using my old phone. Just sent it off yesterday so I'll let you know how it goes, but so far, it seems they have lived up to their promise.
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Wickedd
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That's awesome ! I was wondering how they would handle this and if there weren't any conditions they could deny your phone.
Well i'm not going to try it on purpose ..
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bigragu
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They just asked for the serial # and then they were able to get all of the other information they needed from that, although they did ask when I bought the phone. I'm not sure why they would ask that considering it had to be less than 6 months that I've had it.

They sent me a pre-paid label and I dropped it off at UPS.
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Chris_c81
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Be thankful you live in a country where they offer the advantage program

Sent from my HTC One_M8 using Tapatalk
 
bigragu
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Oh, really. What country do you live in that they don't offer it?
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n1234d
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Oh, really. What country do you live in that they don't offer it?
Every other country except USA?
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ijeff
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Oh, really. What country do you live in that they don't offer it?
Canada's HTC Advantage is only the extra Google Drive space and software update promise.
 
bigragu
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Didn't realize. Doesn't really make any sense why that would be.
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murf43143
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So you didn't root this or anything I hope right?

I just got off the chat with HTC and they said if I root this phone it voids all warranty even screen repair.

So now I have been scrambling to go back to stock everything from S-OFF so I can send this in for repair using the same free option.
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jfvick
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So you didn't root this or anything I hope right?

I just got off the chat with HTC and they said if I root this phone it voids all warranty even screen repair.

So now I have been scrambling to go back to stock everything from S-OFF so I can send this in for repair using the same free option.
Unfortunately, they will still be able to tell. My screen shattered and I had an unlocked bootloader with S-off. Went back to stock, re-locked, changed re-locked to locked and removed tampered banner, and sent it in (from what I read turning S-on will trip re-locked and tampered so I didn't do).

Got a quote from them yesterday that they'd only replace my screen for free if I paid $290 for them to replace my motherboard since my bootloader was unlocked (they will look to see if you requested an unlock token from HTC Dev as well as looking on the device itself). After spending an hour on the phone with them yesterday they say they will do it for $145 but a supervisor is supposed to call me back so we can discuss more. They still haven't explained to me why the motherboard needs to be replaced besides "we have to since the bootloader was unlocked."

My approach when dealing with them is that there are two separate warranties for the phone - the screen replacement warranty and a 1 year warranty for the rest of the phone. The screen warranty doesn't mention unlocked bootloader voiding it, only that "unauthorized modifications.." will. Whereas the 1 year warranty mentions "unauthorized modifications..." as well as "the bootloader has been unlocked.." voiding the warranty.

I'll let you guys know where I get with them.

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