11-23-2016 02:09 AM
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  1. TimmyB's Avatar
    I read the entire first and last pages of this thread, but not the middle ones, so...

    My wife and I have identical M7's, purchased in May 2013. Both cameras have operated fine, until about a month ago, when my wife complained that hers was taking really lousy pictures. I know she was happy with her camera, before, so what happened? When I went to look at her phone, it was exactly as the others described: purple/pink tint, very grainy in low-light situations. She is not so great at updating her software, so I spent several hours, making sure she had the latest updates, including the monstrous one from ATT that came out in about June. Clearly, her camera has gone bad, and it wasn't the result of any software updates.

    When I called HTC, the person walked me through a few steps, then said, yep, it's bad. The only thing to do was send it in for repair, which would be between $200 and $250! For an 18-month-old phone? No, thanks. Very disappointing, as we really love everything else about our One's.

    Not sure what steps to take next, and if it's a new phone, not sure of brand.
    11-19-2014 11:25 AM
  2. javierlp's Avatar
    Call again.

    Tell them you've researched online and that this issue is widely documented and that they should take care of it.

    They will take care of you.

    Posted via the Android Central App
    11-19-2014 01:36 PM
  3. TimmyB's Avatar
    OK, so just for fun last night, I thought I'd try what another user had tried: I put my wife's phone in the freezer for about 6 minutes, taking before and after pictures. Unbelievable difference.

    Then, this morning, I took the same picture. Back to the way it was. Click image for larger version. 

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    As for whether or not bad software caused this issue, I'll leave that for others. What I do know is, the hardware definitely now has an issue, and it is definitely heat and/or humidity related. Very disappointing, either way.
    11-20-2014 07:18 AM
  4. pwrof3's Avatar
    I have just given up and live with the fact that I won't be able to take night or low light photos until I get a new phone next year

    Posted via the Android Central App
    TimmyB likes this.
    11-20-2014 02:59 PM
  5. Turtlebob's Avatar
    just made a claim with HTC, my phone was outside of the warranty period. I advised the purple haze issue seems to be a common issue with people online. The agent agreed and also agreed to repair the phone at no cost. Just wanted to let you know in case you are worried about being outside of a warranty period that you should let them know you did research online and it appears to be a common issue as stated here by many others.
    12-04-2014 10:56 AM
  6. TimmyB's Avatar
    I have sent two emails to their support department, and have not received a reply to either one of them. Needless to say, I'm a bit frustrated by this. Guess I'll have to call them.
    12-04-2014 11:10 AM
  7. Turtlebob's Avatar
    Call them, i tried their online chat and the agent basically said i was out of luck. When i called, they were agreeable that it was a common issue and that it was covered even though i was outside of warranty. Just let them know that many people are having the same issue online and it appears to be a thermal defect with the camera. They already know this of course, but aren't likely to admit it over the phone unless you present them with evidence that others are also having the same issue. Be cordial on the phone, it seems to have gotten me what i needed!
    TimmyB likes this.
    12-04-2014 12:30 PM
  8. zauche's Avatar
    When I called them two weeks ago, upon learning I had the problem when using the camera for the first time while on vacation, I was told the warranty period for the phone was extended to 15 months and I would be covered. I suggested going into one of HTC's walk-in repair locations, because one is a few miles from my home, but the representative (he was in South America) said I had to mail it to Houston in order for the repair to be done. I sent it off a couple of days ago and today I got an "out of warranty" message, along with a repair estimate of $180. I have sent an email relating the above and also referring to this discussion, but I have not yet had a reply. The fact that they have waived the warranty expiration claim and repaired the problem as recently as yesterday gives me hope.
    12-05-2014 05:41 AM
  9. rozroz's Avatar
    the M7 phone is great, the camera is CRAP . let's face it. this glitch is a huge let down for many people.
    i just don't use the camera (i mainly need it indoors).
    if i have known i might be stuck with this problem, i would have NEVER bought the phone.
    12-06-2014 12:21 PM
  10. Anoles's Avatar
    To those who took their phones to Sprint and received an exchange - exactly what procedure did you follow? I've spoken with Sprint, and I've been told that my phone cannot be exchanged. They told me the warranty is up and that it's not their fault/problem. One support agent even told me that, due to my having the phone for more than 14 days, exchanges due to defects cannot be honored.

    With all of these accounts of people getting a new [refurbished as they may be] phone, I am somewhat surprised that I'm being told that I am all but screwed. Any advice?
    12-07-2014 08:50 PM
  11. Turtlebob's Avatar
    just made a claim with HTC, my phone was outside of the warranty period. I advised the purple haze issue seems to be a common issue with people online. The agent agreed and also agreed to repair the phone at no cost. Just wanted to let you know in case you are worried about being outside of a warranty period that you should let them know you did research online and it appears to be a common issue as stated here by many others.
    UPDATE: Well, just got an email from HTC, they are claiming the phone is water damaged. My phone has never seen water, i have made sure of that. Telling me it will be $324 dollars to repair. I will not be buying an HTC again. This is despite overwhelming evidence that the purple haze has to due with the sensor as stated by many other people with this phone.
    12-10-2014 01:06 PM
  12. CHILLYWILL_95831's Avatar
    UPDATE: Well, just got an email from HTC, they are claiming the phone is water damaged. My phone has never seen water, i have made sure of that. Telling me it will be $324 dollars to repair. I will not be buying an HTC again. This is despite overwhelming evidence that the purple haze has to due with the sensor as stated by many other people with this phone.
    Just get the M8, I had that phone for 6 months and it's leaps and bounds better than the M7. The M7 was a good phone but the camera really did suck and the m8 was a great improvement. I used it for 6 months and there were none of the issues with the m8 camera that you had with M7. But, with that being said the m8 did run into problems with the rear lens glass becoming easily scratched. It was the weirdest thing actually. There are fixes for it all over the internet. I just returned my to HTC and they fixed it free of charge and it worked flawlessly ever since.

    Posted via the Android Central App
    12-13-2014 06:31 AM
  13. Christine726's Avatar
    Class action suit? Lol. Yes, it's truly annoying

    Posted via the Android Central App
    12-21-2014 11:31 PM
  14. mkhall's Avatar
    Frankly, this phone is terrific except for the camera. It's too bad, really, that I bought it because of the purported excellent low-light camera. They offered to fix it under warranty, but I'd have to go without a phone for ten business days while they repaired it.

    It's a shame that their poor customer support has turned me off HTC for life.

    Posted via Android Central App
    12-26-2014 05:54 PM
  15. BigBlueEdge's Avatar
    Looks like HTC is owning up and doing the right thing. I called support (866-963-0953) Friday and all I had to tell them is "I have an HTC One M7 with the purple camera problem." They immediately got me set up with a repair order and provided a free 2-day UPS shipping label to return it. They didn't make me do any testing or try any fixes or troubleshooting. They assessed the phone promptly after receiving it and it is being repaired for free. They did tell me the repair center might send out a quote asking for money since the phone is out of warranty - which did happen - but I followed their initial directions and called back to have customer service get the quote immediately waived and back into the repair queue. No hassles, no charge.

    They said they will repair it by replacing some hardware (thought they said camera module, but not exactly sure). There will not be a swap for a refurb phone. For this out-of-warranty coverage they also won't do the pre-ship version of their repair where they send out a replacement unit before you send yours in, for the same reason.

    When I get it back in a couple days I'll advise if the repair is anything other than successful and smooth.

    One caveat is that if there is any other problem with the phone (cracked screen, case damage, etc.) they may require that it be fixed too before or along with the camera fix, at your cost.

    Rob
    mkhall and TimmyB like this.
    01-07-2015 11:29 AM
  16. mkhall's Avatar
    My screen is fine, but there are a couple of nicks in the case. Am I going to have to pay for that, and if so, any idea how much it will cost?
    01-07-2015 02:58 PM
  17. BigBlueEdge's Avatar
    My screen is fine, but there are a couple of nicks in the case. Am I going to have to pay for that, and if so, any idea how much it will cost?
    Couple of nicks is probably not a worry. If it was dropped and a corner was dented in or there was a noticeable dimple in the back from hitting something while in your pocket then maybe they'd throw a fuss. Mine had a couple small, light scratches on the back and one corner slightly dinged from a drop. Otherwise it was mostly like new.
    mkhall likes this.
    01-07-2015 04:16 PM
  18. Warren Imisides's Avatar
    I had the pink tinge issue but have solved it.

    I spent 5 minutes on the phone with HTC and basically gave up due to the inconvenience. If they were not willing to ship me a new phone sans proof or hoop jumping, on good faith, I wasn't going to waste time.

    I solved the issue by strapping a small ice pack to the back of my phone and swapping it out every 4 hours or so. It's completely solved the problem.

    When I replace my phone it won't be a HTC so I can stop carrying this esky around with me.
    SC1 likes this.
    01-07-2015 11:30 PM
  19. BigBlueEdge's Avatar
    I had the pink tinge issue but have solved it.

    I spent 5 minutes on the phone with HTC and basically gave up due to the inconvenience. If they were not willing to ship me a new phone sans proof or hoop jumping, on good faith, I wasn't going to waste time.

    I solved the issue by strapping a small ice pack to the back of my phone and swapping it out every 4 hours or so. It's completely solved the problem.

    When I replace my phone it won't be a HTC so I can stop carrying this esky around with me.
    Yeah, wow, that sounds like an ordeal on the phone. Glad you held your ground when they didn't give you what you wanted. Your solution sounds innovative... post some pics of the ice pack setup.

    01-08-2015 03:15 PM
  20. BigBlueEdge's Avatar
    My phone repair by HTC was successful. Sent it off on Friday the 2nd and got it back yesterday (13th). The camera issues have been fixed. The phone takes good pictures in low light situations again now. And when I turn the camera on and set the phone on a table the screen is mostly black. No charges by HTC. I'm a happy customer. :-)
    01-14-2015 04:28 PM
  21. sonicdeathmunky's Avatar
    Same here, I don't believe the issue is caused by ZOE as I have never used the feature, and my One M7 has been GPE for over a year now without access to any ZOE funtionality (purple haze only showed up a month ago).
    01-20-2015 05:19 PM
  22. e11world's Avatar
    I GOT MINE FIXED!!!

    After reading all the comments I thought I'd try my luck to send my HTC One M7 to htc for a repair. I called and emailed, got a ticket number and information describing the tint issue with the camera and they had the repair center in Toronto: FutureTel (HTC Authorized Repair Facility) (905)415-2388 570 ALDEN ROAD, UNIT 14 MARKHAM, ON, L3R-8N5. They said that once we receive the device, we'll analyze it and reply with the cost and then I have to get HTC company to waive the fees so they would either give me a number or contact FutureTel directly to do that part.

    Sure enough, I backed my stuff up and formatted the device, sent the phone Friday morning (this was a few weeks ago sorry for the late reply). Used express so it gets there fast (from Vancouver) and it cost $15 only. The thing is they didn't update me on anything so the week after on Thursday I called FutureTel (6 days later or 4 business days later) and they said that we are shipping the device now. It has been fixed already. I didn't even get asked about paying them or anything. This was all taken care of and they shipped it express too so I got my phone on Saturday (even though stupid FedEx always tend to leave parcels outside my door for anyone to steal if no one answers the door).

    Tried my camera and now it works just fine. Thank you HTC for the really good support. I guess I had a good experience and hoping to keep getting that in the future. Close to getting Lollipop updates from Rogers too so that is great news. I had this issue for over a year but wasn't always so bad but when it happens (night time usually) it just ruins everything. They really should do a recall or something like that. Hopefully this won't go bad too and not sure if I will use/turn on zoe if that's the cause. Not sure if I'm able to turn zoe off from there too.

    Good luck to everyone else.
    02-18-2015 03:40 PM
  23. dr_java's Avatar
    Rob: Glad you had success with HTC in getting your phone repaired in January. Was it other than stock ROM & non-rooted?
    03-18-2015 09:12 PM
  24. dr_java's Avatar
    e11world: Glad you had success. Was your phone other than stock & non-rooted?
    03-18-2015 09:14 PM
  25. Dragoonjefy's Avatar
    I know this is an old thread.. but one that I've lurked on for some time.. I TOO have the same purple tint issue with my M7. It's been going on for almost 7 months now.. I actually called HTC a while back, with the support of what I was reading in the forums here, to try and persuade them to fix my phone.. Both online chat AND a phone call proved fruitless, as they claimed it was outside warranty.. Despite me refusing to accept this and arguing it was a KNOWN issue, I got nowhere.

    The reason I am back today, is that yesterday, HTC hosted a live-stream AMA of sorts to announce their new 'uh-oh' plan for the upcoming HTC M9. I missed the live-stream, and was disappointed, because I was going to bring up (via twitter) the infamous PURPLE TINT issue with the M7.. and guess what?? Someone actually DID! Google for the video (first post here, I can't provide link); 24:18 is where it happens! HTC's "OFFICIAL" response?

    "If you're suffering from purple tint, just give us a call at HTC and we'll take care of that for you.. So we'll cover that for you, we've been talking to people about that and taking care of those customers. So give us a call at HTC..."

    Guess who's getting another phone call today!!! I'll update if I have any success.
    03-19-2015 11:36 AM
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