HTC One (M8): Camera Lens Issue

[anon(596177)]

Re: HTC One (M8): Camera lens cover issue

Well sry to hear that you seem to have had an issue when removing the coating. I believe you are the first case to report problems like that when removing the coating. Maybe there's a tiny opening on your particular phone around the lenses that some of the alcohol got into.

I have cleaned my front lenses at this point. My rear one still shows no signs of issues so I haven't touched it. The front lense seems to be taking clearer pictures than before I ecmver started having an issue which iS strange to me.

 

[patstar5]

Re: HTC One (M8): Camera lens cover issue

Well they received my device today and emailed me, "Our repair centre has received your device (HTC One (M8), Serial No.(xxxxxxx), thank you for sending it in. However, there are some discrepancies which need to be resolved before the repair can begin.
Our Call Centre will call you with details."
I emailed back saying I never received a call and asked what was wrong.
I hope there aren't issues. The phone does have some little chips on top and bottom but that is not related to camera getting scratched! I have took an ipod and an iphone with apple and they replaced it for free. Ipod had cracked screen, and iphone screen was creaking. If they are going to deny me warranty I will never purchase another htc product again.

 

[skeezix1970]

Re: HTC One (M8): Camera lens cover issue

I cleaned the scratches off of mine today.... Just used a drop off water and the corner of a credit card.... Lens looks new

Posted via Android Central App

 

[Travisimo]

Re: HTC One (M8): Camera lens cover issue

Well they received my device today and emailed me, "Our repair centre has received your device (HTC One (M8), Serial No.(xxxxxxx), thank you for sending it in. However, there are some discrepancies which need to be resolved before the repair can begin.
Our Call Centre will call you with details."
I emailed back saying I never received a call and asked what was wrong.
I hope there aren't issues. The phone does have some little chips on top and bottom but that is not related to camera getting scratched! I have took an ipod and an iphone with apple and they replaced it for free. Ipod had cracked screen, and iphone screen was creaking. If they are going to deny me warranty I will never purchase another htc product again.

Ugh, that's not good to hear. I just got my replacement today (I did the advanced replacement option) and will be sending my old one back tomorrow. It is flawless except for the camera lens issue (though it is unlocked, s-off, but that's not related, obviously). When the CSR entered the ticket for my exchange, he assured me that it was covered. In the terms and conditions, it mentioned "screen" instead of camera lens, so I assume it's being replaced under the HTC Advantage program? I really don't know what to expect when mine is sent back. If they end up charging me for the repair, I too will not buy another HTC product. I really want to support them and give them the benefit of the doubt, however, as they are a bit of an underdog and struggling.

 

[patstar5]

Re: HTC One (M8): Camera lens cover issue

Ugh, that's not good to hear. I just got my replacement today (I did the advanced replacement option) and will be sending my old one back tomorrow. It is flawless except for the camera lens issue (though it is unlocked, s-off, but that's not related, obviously). When the CSR entered the ticket for my exchange, he assured me that it was covered. In the terms and conditions, it mentioned "screen" instead of camera lens, so I assume it's being replaced under the HTC Advantage program? I really don't know what to expect when mine is sent back. If they end up charging me for the repair, I too will not buy another HTC product. I really want to support them and give them the benefit of the doubt, however, as they are a bit of an underdog and struggling.

Well I just got off with chatting with them. They said to either call or open another live chat tomorrow and they will redirect to the apartment so I can talk with them about it. Little frustrating.... Won't be able to contact them until 5:00 tomorrow. Will see how it goes.......

 

[patstar5]

Re: HTC One (M8): Camera lens cover issue

Well apparently I put the wrong serial number... So they are going to ship it back to me? I am not paying for shipping again. I guess I will have to Contact tech support...

 

[jd914]

I have a replacement unit which I got about a month ago because the original had blue tooth issues. The past week or so I noticed that my M8 was having trouble focusing and pictures were coming out blurry. I was aware of the camera lens issue and when I took a close look my lens seemed to have a haze on the entire lens. When I ran my finger nail on it it was rough to the touch and not smooth. It wasn't scratched but a hazy course film that appeared out of nowhere. I took the advice of a few here got some 91% isopropyl rubbing alcohol and cotton swabs and managed to remove the otherwise un removable film. Now the lens is slick to the touch and crystal Clear. Pics now are back to being awesome. The key when removing the film is patience and presistance. It took about six minutes to remove the scratchy film completely. I'm so glad my issue is no longer an issue.

 

[Travisimo]

Re: HTC One (M8): Camera lens cover issue

UPDATE:

Well I've been enjoying my replacement One M8 for a few days now while awaiting the return and acceptance of my defective one. However, I got an e-mail today stating the following:

"We have received your device and after diagnosing, we have determined that repair of the device will require additional handling and/or repair fees per the limited warranty.
Please visit the repair tracking site to review and determine if you’d like to proceed with repair."

The quoted price for the repair is $290!!!! This is after I was told by the HTC rep in chat that it would be covered. My phone was in 100% perfect condition except for this lens issue, was never dropped, had no dings or scratches on the body anywhere. There was a an option to either accept the repair or send a note to HTC requested them to contact me. I certainly did that and will await their reply.

Now perhaps they are not covering the issue because I tried to clean it with qtip and alcohol, so I would warn anyone against trying to clean it yourself. However, it doesn't change the fact that there is a defect with the lens cover. And $290 to repair it? You can get the entire front screen and digitizer replaced for less than that. Needless to say, I am not at all happy and will be pursuing this matter further.

 

[fsfty]

Re: HTC One (M8): Camera lens cover issue

UPDATE:

Well I've been enjoying my replacement One M8 for a few days now while awaiting the return and acceptance of my defective one. However, I got an e-mail today stating the following:

"We have received your device and after diagnosing, we have determined that repair of the device will require additional handling and/or repair fees per the limited warranty.
Please visit the repair tracking site to review and determine if you’d like to proceed with repair."

The quoted price for the repair is $290!!!! This is after I was told by the HTC rep in chat that it would be covered. My phone was in 100% perfect condition except for this lens issue, was never dropped, had no dings or scratches on the body anywhere. There was a an option to either accept the repair or send a note to HTC requested them to contact me. I certainly did that and will await their reply.

Now perhaps they are not covering the issue because I tried to clean it with qtip and alcohol, so I would warn anyone against trying to clean it yourself. However, it doesn't change the fact that there is a defect with the lens cover. And $290 to repair it? You can get the entire front screen and digitizer replaced for less than that. Needless to say, I am not at all happy and will be pursuing this matter further.

I was trying to decide between the M8 and the G3; given HTC's response to your problem there is no way I'm buying the M8. The camera sucks to start with then not covering a known issue? Who would buy this phone given really bad HTC customer service? Hello LG G3...

 

[kronosqq]

Re: HTC One (M8): Camera lens cover issue

UPDATE:

Well I've been enjoying my replacement One M8 for a few days now while awaiting the return and acceptance of my defective one. However, I got an e-mail today stating the following:

"We have received your device and after diagnosing, we have determined that repair of the device will require additional handling and/or repair fees per the limited warranty.
Please visit the repair tracking site to review and determine if you’d like to proceed with repair."

The quoted price for the repair is $290!!!! This is after I was told by the HTC rep in chat that it would be covered. My phone was in 100% perfect condition except for this lens issue, was never dropped, had no dings or scratches on the body anywhere. There was a an option to either accept the repair or send a note to HTC requested them to contact me. I certainly did that and will await their reply.

Now perhaps they are not covering the issue because I tried to clean it with qtip and alcohol, so I would warn anyone against trying to clean it yourself. However, it doesn't change the fact that there is a defect with the lens cover. And $290 to repair it? You can get the entire front screen and digitizer replaced for less than that. Needless to say, I am not at all happy and will be pursuing this matter further.

That sucks, I'm sure you'll be able to convince them to either ship it back to you or do it for free. Worst case scenario if you don't want to do the fix yourself you could buy a replacement back panel and get a local phone repair place to switch it out for you.
They definitely can't tell you used alcohol and a q tip though, it's all evaporated, plus they really don't go all forensic on phones they get sent.

Sent from my HTC One M8

 

[Travisimo]

Re: HTC One (M8): Camera lens cover issue

UPDATE:

Well I've been enjoying my replacement One M8 for a few days now while awaiting the return and acceptance of my defective one. However, I got an e-mail today stating the following:

"We have received your device and after diagnosing, we have determined that repair of the device will require additional handling and/or repair fees per the limited warranty.
Please visit the repair tracking site to review and determine if you’d like to proceed with repair."

The quoted price for the repair is $290!!!! This is after I was told by the HTC rep in chat that it would be covered. My phone was in 100% perfect condition except for this lens issue, was never dropped, had no dings or scratches on the body anywhere. There was a an option to either accept the repair or send a note to HTC requested them to contact me. I certainly did that and will await their reply.

Now perhaps they are not covering the issue because I tried to clean it with qtip and alcohol, so I would warn anyone against trying to clean it yourself. However, it doesn't change the fact that there is a defect with the lens cover. And $290 to repair it? You can get the entire front screen and digitizer replaced for less than that. Needless to say, I am not at all happy and will be pursuing this matter further.

UPDATE #2 - After waiting two days to be contacted by HTC, I decided I better call them myself. Just got off the phone with a CSR that did not speak very good English. I told her that I had initiated an advanced repair on August 1 and was assured by the support chat CSR that my issue would be covered. And that now the status is saying I need to pay $290 for the repair. She asked me to confirm that it was an issue with the camera lens, and I said yes. She then asked me if I had modified my "system" - bootloader, rooting, etc. And I said yes, but that this was a hardware issue, not a software issue. She said she understood and that she would have to "escalate" my ticket and that someone would contact me within 5-7 business days.

So apparently, they aren't wanting to cover it because my phone was unlocked and rooted? I was not entirely clear on that, but I do know they have honored warranties for others who were unlocked/rooted. And it's my understanding that unlocking/rooting does not automatically void the warranty when the issue is unrelated, which it obviously is. So I'll be anticipating the call from HTC and will report back.

 

[Travisimo]

Re: HTC One (M8): Camera lens cover issue

I was trying to decide between the M8 and the G3; given HTC's response to your problem there is no way I'm buying the M8. The camera sucks to start with then not covering a known issue? Who would buy this phone given really bad HTC customer service? Hello LG G3...

Yeah, I am really disappointed so far, but I'll give them the benefit of the doubt to make it right. If it was a software problem (like a bricking) that was related to my unlocking/rooting the device, I would totally be willing to pay for a repair. But a hardware issue that is unrelated should not affect the warrant.

That sucks, I'm sure you'll be able to convince them to either ship it back to you or do it for free. Worst case scenario if you don't want to do the fix yourself you could buy a replacement back panel and get a local phone repair place to switch it out for you.
They definitely can't tell you used alcohol and a q tip though, it's all evaporated, plus they really don't go all forensic on phones they get sent.

Sent from my HTC One M8

I can't have them ship it back to me because I already have an advanced replacement. And the only reason I did an advanced replacement was because 1) I didn't want to be without a phone, and 2) the CSR during chat said that it would be "covered". I certainly was not expecting a $290 repair charge! But again, I will give them the benefit of the doubt and hopefully the escalation will correct the issue.

 

[abbzys24]

Re: HTC One (M8): Camera lens cover issue

Alright does anyone have problems with their front lens getting scratched, this is my 3rd device and I've had this one for a few weeks. The front lens is starting to get scratched up, but I said earlier in this thread I may not want to send it in again and try the wiping tip. So should I try it with the front lens. Is their a coating to be removed from it? If I reflect the lens in the light I can see the scratches on the lens.

 

[FlowingAway]

Re: HTC One (M8): Camera lens cover issue

I can speak from experience, don't ever send HTC a phone for repair that shows any sign of being unlocked or s-off. Even if you speak to a rep that says it's ok... When the repair center sees it, it's not ok.

 

[patstar5]

Re: HTC One (M8): Camera lens cover issue

UPDATE #2 - After waiting two days to be contacted by HTC, I decided I better call them myself. Just got off the phone with a CSR that did not speak very good English. I told her that I had initiated an advanced repair on August 1 and was assured by the support chat CSR that my issue would be covered. And that now the status is saying I need to pay $290 for the repair. She asked me to confirm that it was an issue with the camera lens, and I said yes. She then asked me if I had modified my "system" - bootloader, rooting, etc. And I said yes, but that this was a hardware issue, not a software issue. She said she understood and that she would have to "escalate" my ticket and that someone would contact me within 5-7 business days.

So apparently, they aren't wanting to cover it because my phone was unlocked and rooted? I was not entirely clear on that, but I do know they have honored warranties for others who were unlocked/rooted. And it's my understanding that unlocking/rooting does not automatically void the warranty when the issue is unrelated, which it obviously is. So I'll be anticipating the call from HTC and will report back.

Well I got quote to for $300+ today, really upset. The phone did have some dents, I reset everything back to stock but it was still s-off..... I contacted them twice via the repair link and still have not got a reply. This is really aggervating. I sent my phone the Friday before last Friday. Been almost 2 weeks and I just found out today about this! I am never getting another htc device again, I have had issues with my iphone. Walked into apple store and got replacement as soon as they looked at my phone. Also got an ipod replaced because of cracked screen. Well I use to like htc but now I don't care if they go bankrupt. If they are going to do this to there customers they deserve it.

 

[fsfty]

Re: HTC One (M8): Camera lens cover issue

I can't imagine anyone buying this phone after reading this thread. I was seriously considering this phone but who needs this aggravation on an already sub par camera? Really seems like HTC is being penny wise and pound foolish...sianara

 

[kronosqq]

Re: HTC One (M8): Camera lens cover issue

I can't imagine anyone buying this phone after reading this thread. I was seriously considering this phone but who needs this aggravation on an already sub par camera? Really seems like HTC is being penny wise and pound foolish...sianara

The aggravation of having to clean your lens for 10 minutes sure is a deal-breaker, you're right, I think I'll return mine.

But in all seriousness I'm not sure how you'd read through the whole thread and come to the conclusion that this problem is at all aggravating. For the vast majority of users who experience this issue, it's fixed within minutes.

 

[oditius]

LoL read all the threads in all three phone manufacturers and you will be walking around with a tin can attached to a very long string.

Sent from my AT&T HTC One M8, running the ViperOne M8 ROM via Tapatalk.

 

[Mooncatt]

Re: HTC One (M8): Camera lens cover issue

LoL read all the threads in all three phone manufacturers and you will be walking around with a tin can attached to a very long string.

Sent from my AT&T HTC One M8, running the ViperOne M8 ROM via Tapatalk.

True dat. I bought my M8 knowing about this. I'll take a known issue I can fix myself over something that would require me to send a phone in and start refurbish roulette.

 

[patstar5]

Re: HTC One (M8): Camera lens cover issue

Well because it was rooted warranty is void and they can't replace it even though someone managed to get there's repaired on this thread with custom ROM on it. I am going to get it back unrepaired and try to remove coating, then I will put on eBay. I hate htc now, never getting a phone by them again. If hundreds of people have this issue and htc won't fix it then that is just pathetic. No more htc for me.