[HTC Sensation] chuwi84:
Well I was bold enough (or stupid enough, depends on the perspective) to ask HTC directly. here are they answers, blue is me writiting, red is HTC, no real answers about the issue,:mad: but if a lot of us start writting HTC we might geta real one. ;)

I have had my HTC Sensation (Iusacell) for about a month. Very pleased until now. The phone has some dust UNDER the screen. One particle is pretty noticable. Can you tell me who I can get support from? Thanks in advance

Thanks for contacting our Technical Support center, where we will give you the best service's quality and the answers for all your questions.

Please remember, the first line of repair service is with your carrier Iusacell. Ask the repair service at an authorized site. They should check the device and explain you the damage and the procedure to repair it.

Hi, thanks for your quick answer, I have two more questions:

Just HYPOTETICALLY speaking, if an user sends a Phone to warranty with the same issue as mine (dust specs under the screen) and the phone has the bootloader set to S-OFF (which obviously is not something related to the dust under the screen) would it be an issue for the warranty claim? . HTC announced last year that some phones (including Sensation) would be updated to have S-OFF, also, I believe models like Wildfire S are already shipping with the Bootloader set to S-OFF from factory. But in the hypothetical case of the sensation, since it has not received the mentioned update, we would be obviously speaking of a configuration change made by the final user.

From what I have researched this issue is pretty common with this model. I read from an user from Orange that he was told this issue was being successfully addressed with the installation of some seals at the HTC service center, but many other users claim that they even have had the phone replaced and the issue shows up again. My question is, Is this true? is there a definitive fix for the issue? If so, Is the service center in Mexico able to apply it? I’m not asking in a rude way, but I would not want to send in the phone for warranty if the issue is likely to come back after a few weeks.

Thanks in advance for your answers.

PS: should I write to you in english or spanish?

About your questions: 1. Hypothetically speaking, every repair center has its different warranty policies, in this case Mr Perez, the first step is to contact the Iusacell service and they will tell you the procedure in order to fix your device. 2.Iusacell has its own repair center, and they have all the technical training in order to solve this and any other issue, anyway if you have any problem or they can not help you, you can contact us and we will tell you what would be the next step. You can write in English or Spanish, there is no problem about that. So in general Mr. Perez please contact the Iusacell service and they will give you the procedure in order to fix the device.

Hi, Your answer really confuses me, yesterday I was told on the phone that when I submitted my phone for warranty at Iusacell, they were going to send it to an HTC service center in Mexico. Now you’re implying that Iusacell has its OWN service center and they have been trained to fix it? So which is it? Who should I believe? If they are actually, HTC centers how come they do not have the same warranty policies worldwide? If they are Iusacell centers how come HTC does not know the policies they apply to the Final Customers, who are by the way the ones that really make the wholes supply chain make money? Please do not take personal what comes next. I contacted HTC directly because I knew that if I went to Iusacell I was going to get “book answers” like the ones I’m getting now. If customer support would just take the time to do a little research before giving these book answers, you will find out that this issue (dust specs under the screen) is happening to thousands of Sensation units worldwide. So why are you insisting in sending me with my carrier to deal with my complain? It is not my carrier who manufactured a phone with a design flaw. It is HTC. So if HTC wants to give me a real answer, what I expect is concise information coming from the real worldwide responsibles of HTC’s Design or Quality Assurance departments. Is the issue really fixed or not? If so, What is, IN DETAIL, the solution? Is there a service center in Mexico able to apply it? Who manages this service center? What policies should be observed? It is a shame, eventough HTC has a low participation on the smartphones market in Mexico, this is my second HTC phone, and until now, I’ve been telling everyone I know how wonderful HTC is, perhaps it is not. I’ll keep writing in English because I’m sharing the answers I’ve been given. People deserve to know. Regards,

1. There is a repair center in Mexico, is a repair center with all the training in order to solve any technical issue, this repair center is in charge of handle all the devices sold by Iusacell. If any customer has any issue with the device must ask for warranty with Iusacell and Iusacell will handle the case, if they consider that the device needs repair service, they will send it to the repair center. 2.About the policies, all the HTC devices has 15 months of warranty after manufactured and 12 months of warranty after the purchase, but the repair center must check the device in order to know if are found the following situations: - Signs of Abuse - Liquid Damage - Screen broken - Security seals broken - Internal manipulation (hardware or software) we know that this is not your situation but this is the general policy, so in general terms Iusacell will tell you if the device is under warranty or not, why? because they must check it. 3.why are we insisting in sending you with your carrier to deal with your complain? Because any failure or any issue with the device must be handle it by Iusacell, if they need to change any part or change the complete unit, they will let us know and we will send them the needed part, Iusacell sold the device and Iusacell must honor the warranty, again, Iusacell has all the HTC support in order to fix any technical issue. 4.What is, IN DETAIL, the solution? Iusacell will check the device, if they need to change the screen and change the seals they will do it, if after the diagnosis they consider that the best option is to change the complete unit they will do it, but right now we can not tell you the procedure, why? because they need to check the device, if they dont see the device and the failure it will be impossible to know the right procedure. Finally Mr ?, it would be very helpful to know your contact number in order to solve all your doubts, it would be faster and would save time. Also Mr ? it would be very helpful to know the serial number or the IMEI number.