[INFO] HTC One OEM Repair

[t3chn0s1s]

About 10 days ago I broke the LCD of my new HTC One. Because I traded my Xperia ZL for this One - I cancelled the insurance policy I've been carrying on my AT&T account for the past 4 years (and NEVER used it, mind you). What was odd was that the LCD didn't even break immediately upon impact. I dropped it on a ceramic tile floor (it had an Incipio Feather case on it - which did nothing but prevent scratching) and it appeared to sustain no damage. So, after picking it up I placed it on to a stone counter top where it proceeded to spiderweb and crack right before my very eyes. I was in SHOCK!!!

THIS VIDEO IS WHY I WAS SHOCKED >>>
HTC One vs iPhone 5 Drop Test! - YouTube

Anyways, moving right along - I called AT&T and tried to add insurance back to my account (not telling them I just broke my phone of course) but AT&T obviously refused to since I didn't buy the phone from them. On the same note, I'm sure, had I not cancelled the insurance, it wouldn't have been covered due to the same reason - but that's neither here nor there at this point.

So, I contacted HTC. I told them I dropped the device and the LCD was cracked. I asked for a quote to repair it. The gentlemen advised me 'up to $180.00". Honestly, I was surprised it wasn't more expensive. I asked if I send it in to them and they quote me a higher price than I want to pay - what happens? He advised me they would just send it back not repaired (I've NEVER broken a phone before so I'm not familiar with this process). I sent the One in to HTC (actually, most likely to an authorized repair center: CTS-PCS) in Houston, TX via USPS Priority Mail with insurance on 6/4. They received it 6/6. And today (Tuesday not Wed) they contacted me with a quote of exactly $180.00. So I paid it and now I'm waiting for them to complete the repairs and send it back. I figured paying $180 to fix it was smarter than selling it for however much I could get for it and risk losing hundreds of dollars in the process. Also, the fact that iFixit scored it a 1 out of 10 on ease of repair also did not give me much hope in finding someone other than HTC (that I even trusted) to disassemble my device and repair properly. So far, I must say I'm impressed with the speed at which they are handling this.

Anyways, the point is to GET THIS INFORMATION OUT THERE since I'm SURE I'm not the ONLY one who broke/has broken/will break the LCD on their shiny new One. I also posted this on XDA but since not everyone is on there I figured I would start a thread like this here. Maybe this thread could serve as a place for people to report their repair experiences with HTC directly or with whoever CAN fix this beautifully crafted [yet impossible to fix] device. I guess my other point is also to make clear that letting HTC repair it for a straight $180 might be cheaper than paying a $200 insurance deductible with AT&T to replace it (with a refurbished device no less) but would obviously cost more time. (I always have a backup device I use anyways...)

*Once I get my One back I will post again to let people gauge exactly how long the repair process took from start to finish.

 

[tohio]

Good info. BTW, I think the video is bogus. Notice how they don't show the entire drop of the phone? They show it leaving the guys hand and then switch to the impact. Why didn't they just pan out and let us see the phone leave his hand and hit the ground in one shot? My guess is they didn't get the results they wanted on each drop so they filmed the release then substituted the the impact that caused the least or most damage depending on what their agenda was. There is absolutely no legitimate reason that I can think of for not showing the drop to impact in one continuous shot.

 

[t3chn0s1s]

Good info. BTW, I think the video is bogus. Notice how they don't show the entire drop of the phone? They show it leaving the guys hand and then switch to the impact. Why didn't they just pan out and let us see the phone leave his hand and hit the ground in one shot? My guess is they didn't get the results they wanted on each drop so they filmed the release then substituted the the impact that caused the least or most damage depending on what their agenda was. There is absolutely no legitimate reason that I can think of for not showing the drop to impact in one continuous shot.

Thanks bro. You know, that's a good point (about the video). I didn't really take notice of that. Does make me wonder now. But, even other One users have reported dropping theirs a couple feet or a meter or more and said the display didn't crack. I'm wondering if mine had already sustained a drop (from the owner prior to me)? Ah, who cares at this point? I'll just be glad to get mine back soon.

Sent from my Nexus 7 using Tapatalk HD

 

[crackerjack_kc]

So did you ever get your repaired HTC One back and how long did it take?
Mine fell on flat concrete from about 1 to 2 feet, and cracked in the corner with a very small spider web and one line across the top and one line down the majority of the length.
So I have been looking around online about what I was going to do.
Thanks for your information from above the best option by close to 100 bucks I have seen so far.

 

[monofurioso]

I smashed my One screen and also went the HTC repair route. $180 cost, about 9 days from my shipping out until I received it repaired. I say repaired, but I'm actually convinced they gave me a new phone.

Wish I didn't break my screen in the first place but repair and service was top notch.

Posted via Android Central App

 

[t3chn0s1s]

So did you ever get your repaired HTC One back and how long did it take?
Mine fell on flat concrete from about 1 to 2 feet, and cracked in the corner with a very small spider web and one line across the top and one line down the majority of the length.
So I have been looking around online about what I was going to do.
Thanks for your information from above the best option by close to 100 bucks I have seen so far.

I did get my One repaired and mine took about 2 weeks because they didn't have the materials in stock at the time I had sent mine in. As mono stated it was a flat $180 to repair. Mine was NOT replaced however because the IMEI was the same. One other thing to be aware of before sending your device in to HTC - and they instruct this in their initial repair ticket email - make sure you remove your SIM tray. I completely forgot to and when they repair it, for whatever reason they do not put the SIM tray back in. Granted, they will send you a free replacement but they send it via UPS Ground and depending on where you live that can take awhile (in my case a week). But, like mono said the repair quality was top notch and my device was in the exact same condition it was when I sent it. I was concerned about this but my concerns were laid to rest when I got it back. Good luck!

Sent from my GT-N5110 using Tapatalk 4

 

[monofurioso]

One other thing to be aware of before sending your device in to HTC - and they instruct this in their initial repair ticket email - make sure you remove your SIM tray. I completely forgot to and when they repair it, for whatever reason they do not put the SIM tray back in. Granted, they will send you a free replacement but they send it via UPS Ground and depending on where you live that can take awhile (in my case a week).

Hah. I DID remember to take my SIM tray out. However I did NOT remember where I'd left it when the repaired phone arrived. I actually ordered a replacement off Ebay before finally locating it in a drawer at work.

 

[t3chn0s1s]

Hah. I DID remember to take my SIM tray out. However I did NOT remember where I'd left it when the repaired phone arrived. I actually ordered a replacement off Ebay before finally locating it in a drawer at work.

I ordered a replacement on eBay too. Lol

Sent from my HTC One using AC Forums mobile app

 

[Jnorton2724]

About 10 days ago I broke the LCD of my new HTC One. Because I traded my Xperia ZL for this One - I cancelled the insurance policy I've been carrying on my AT&T account for the past 4 years (and NEVER used it, mind you). What was odd was that the LCD didn't even break immediately upon impact. I dropped it on a ceramic tile floor (it had an Incipio Feather case on it - which did nothing but prevent scratching) and it appeared to sustain no damage. So, after picking it up I placed it on to a stone counter top where it proceeded to spiderweb and crack right before my very eyes. I was in SHOCK!!!

THIS VIDEO IS WHY I WAS SHOCKED >>>
HTC One vs iPhone 5 Drop Test! - YouTube

Anyways, moving right along - I called AT&T and tried to add insurance back to my account (not telling them I just broke my phone of course) but AT&T obviously refused to since I didn't buy the phone from them. On the same note, I'm sure, had I not cancelled the insurance, it wouldn't have been covered due to the same reason - but that's neither here nor there at this point.

So, I contacted HTC. I told them I dropped the device and the LCD was cracked. I asked for a quote to repair it. The gentlemen advised me 'up to $180.00". Honestly, I was surprised it wasn't more expensive. I asked if I send it in to them and they quote me a higher price than I want to pay - what happens? He advised me they would just send it back not repaired (I've NEVER broken a phone before so I'm not familiar with this process). I sent the One in to HTC (actually, most likely to an authorized repair center: CTS-PCS) in Houston, TX via USPS Priority Mail with insurance on 6/4. They received it 6/6. And today (Tuesday not Wed) they contacted me with a quote of exactly $180.00. So I paid it and now I'm waiting for them to complete the repairs and send it back. I figured paying $180 to fix it was smarter than selling it for however much I could get for it and risk losing hundreds of dollars in the process. Also, the fact that iFixit scored it a 1 out of 10 on ease of repair also did not give me much hope in finding someone other than HTC (that I even trusted) to disassemble my device and repair properly. So far, I must say I'm impressed with the speed at which they are handling this.

Anyways, the point is to GET THIS INFORMATION OUT THERE since I'm SURE I'm not the ONLY one who broke/has broken/will break the LCD on their shiny new One. I also posted this on XDA but since not everyone is on there I figured I would start a thread like this here. Maybe this thread could serve as a place for people to report their repair experiences with HTC directly or with whoever CAN fix this beautifully crafted [yet impossible to fix] device. I guess my other point is also to make clear that letting HTC repair it for a straight $180 might be cheaper than paying a $200 insurance deductible with AT&T to replace it (with a refurbished device no less) but would obviously cost more time. (I always have a backup device I use anyways...)

*Once I get my One back I will post again to let people gauge exactly how long the repair process took from start to finish.

Thanks for the info. That's actually not bad for repair cost since this phone is hard to fix. Rather get it fixed by HTC then get a refurbished phone from the carrier.

Sent from my HTC One