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[Q] Need help, my phone died, HTC wants to rip me off

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By J0ro, Junior Member on 8th May 2014, 12:44 PM
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Hello, first of all I want to make it clear that my model is HTC One Mini (M4) and I'm posting here because I will get response faster, because m4 forums are pretty dead at the moment. My phone is three months old, so it roughly had like an year and nine months guarantee left. I had rooted my device and flashed CM11-nightly. Suddenly one morning the phone literally died in my hand with no reason at all. I have never dropped it, neither water damage it or something like that. I've tried everything to get it working again, with no luck. I've sent it to service through my carrier. They told me the phone will be sent to Germany (I guess HTC have service center there). I've waited almost a month and finally I got response. They told me that I've rooted and want me to pay 300$ for a new motherboard and I'm not gonna have any warranty left after paying. I've found few posts with almost identical problem, but people state that HTC fixed their devices for free. Here's one post for example:

For me this is ridiculous - it is like getting a new laptop, installing some linux distro on it, because you just don't like WIndows (HTC Sense for my example) and then get billed for faulty hardware. I really need your help folks, as this phone is on leasing and I am still paying it. I really can't afford these 300$ now and I have no guarantee that HTC's own hardware won't fault again and I will have to pay again. I really need an advice how to proceed. Should I try get my phone and try to send it to some other service center again and hoping for a miracle? Do I have any rights after hardware malfunction that I'm not responsible of, even after rooting? Yeah, I'm that desperate.

One thing I am sure of - I am never buying HTC's products again. After buying it had gaps of imperfections, had lights coming out of these gaps ( reference - ). They didn't want to swap the device. Now this.
8th May 2014, 12:48 PM |#2  
EddyOS's Avatar
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1. Is there not an RUU you can use to back to stock?
2. Regardless of whether the forum is dead, you've still posted in the wrong place so it will get closed/moved eventually
8th May 2014, 12:54 PM |#3  
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It's HTC regarding problem, not HTC One in general. No I cannot get back to stock, because phone just can't boot as it's motherboard is dead, like I wrote in the OP.
8th May 2014, 12:57 PM |#4  
shrirang44's Avatar
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How did the came to know u rooted ur phone!

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8th May 2014, 01:11 PM |#5  
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I don't know. I knew it was obvious it was a hardware failure when I've sent it and thought that they will just give me a new device.
8th May 2014, 01:18 PM |#6  
Andy's Avatar
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Moved to HTC One Mini Q&A.

Devices have their own specific fora for a reason, you might get faster advice, but it may be wrong.
8th May 2014, 03:09 PM |#7  
LQi's Avatar
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And again someone with cm11 flashed... i havent found a single person with this problem with a custom sense rom
8th May 2014, 03:44 PM |#8  
RuffBuster's Avatar
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Originally Posted by LQi

Could you ask your carrier what exactly caused it and why the motherboard had to be replaced?

If your gonna be charged $300 you have the right to know why and in DETAIL! I'm currently dealing with HTC with another hardware issue. And i've found them to be pretty lazy checking there phones. I've sent my phone in twice now for a faulty usb port. The first time they didn't even look at it and sent it back saying there was nothing wrong with it ...right. The point is they most likely didn't even test it and decided to put the blame on you because they can... As much as I like my phone I don't think i'd go HTC again. You want to get on to your version of trading standards.

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8th May 2014, 04:51 PM |#9  
AnGrY sCoTsMaN's Avatar
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@J0ro have a read of this mate... if it will help but
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9th May 2014, 01:15 AM |#10  
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@Braddison Thanks for info.

Just recieved an email from the HTC repair centre regarding my phone repair, for my loose USB port, and I'm pissed!!!

In the email HTC has said that the loose USB port isn't covered by the warranty and they want to charge me to replace the main board?! £130!!! which I guess is near $300? Absolute bull! How can HTC charge me for USB port becoming loose after only 3 months? The phone should last the 2 years for which I am contracted! The USB/charger port should last the wear of time, or at least my contract!

Soon as I wake tomorrow I ringing them to tell them exactly this, and if they don't listen I'm going straight to Trading Standards. I'm not gonna let them cheat me on this. .....£130! £130???? seriously?!

I think this will be my first and last HTC phone EVER!
9th May 2014, 04:40 PM |#11  
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So I contacted HTC to find out why my warranty doesn't cover a faulty charger port, and they have told me because I have unlocked my bootloader my warranty won't cover a faulty charger port... I know it states this on the HTCDev site before you unlock your bootloader, but the bootloader is software while the fault on my phone is clearly hardware, and proving the phone is of poor quality build, which is something that would of occurred whether I was rooted or not. This is just an excuse to get out of repairing my poorly built HTC One mini, and proves without a doubt that HTC don't care about its consumers or the quality of the product they are selling.

I may be on a contract but I still end up paying around £400 over time to own this phone. For a device that costs this much the build quality and service should be satisfactory..

I had a heated conversation with HTC trying to explain that the fact I had unlocked my bootloader had nothing to do with the fault on my phone, but they just kept arguing that because I had unlocked the bootloader I was liable for the cost of all repairs no matter what was wrong with my £400 phone! This is just an excuse to get out of the fact that they have sold me a faulty product, and pure dis-concern for its consumers. They seem very happy to put out a poorly built device to the public and take our money.

Well I haven't given up, I won't accept that I should take responsibility for something that would of happened whether or not I had unlocked my bootloader, for which HTC shouldn't be able to take the right away for me to install custom software, as the device is my property, and as such should be able to do so.

After the heated phone call to HTC they have now got me waiting for a callback from the "HTC Escalation Team". And while I wait for that I have been in contact with "Trading Standards/Citizens Advice" here in the UK. They have told me that the responsibility lies with the seller of the phone in my case "" under the "Supply of Goods and Services Act 1982". So I contacted them and they also have denied that this is their responsibility, so I argued that they have to supply a product that meets the specification and description of what they advertise which it clearly doesn't, and as such they need to under the law "Repair, Replace like for like or Refund". I have now been passed onto their "Escalation Team", and am awaiting their response........

If I don't get anywhere with HTC or the seller, I'll be contacting "Trading Standards" once again. but in the mean time HTC have my £400 phone, which I have already been without for 2 weeks. This is all very sad and think I'll be moving back to Samsung in the near future....

Also EU laws that protect users who unlock their bootloader or root their phone, do not apply in the United Kingdom, as their laws overrule these EU rules, even though we're in the EU..... So a nice little loop hole for an uncaring company like HTC.....
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