yashsingh1/xdaforums huggingface dataset:
[Nexus One Q&A, Help & Troubleshooting] JThreads:
I just had an awful experience with HTC UK for 2 days :mad:

I'll try to make the long story a short one.

I called HTC UK on Monday reporting to the customer service that a very tiny particle of dust was under my screen, he put me on hold and in less than 5mn he said that the line manger would authorize a "swap on the spot if I wanted to" and have it delivered the next day by the UPS, so I agreed without saying anything more :confused:

In less than 10 minuts an email of confirmation was send to me saying that I should keep battery, cover and all the other accessories and return just the device itself... so I did waiting for the next day.

Tuesday morning passed by, and so the afternoon without any sight of UPS guy, waited until 4pm and called HTC back asking what was happening to my HTC "swap on the spot", guess what :eek: the guy (which he apologised) said that an error on the system messed up my request of swapping and as a result my order never went through. What a je*k!!!

Anyway I told him that I wanted to speak with his supervisor and as you'd expect the supervisor was busy dealing with other requests and he was happy to return my call in the next 48hrs.

So, very politely I asked whether we could reschedule another swap for the following day, with embarrassment he said that there won't be any "swap on the spot" as told before, but a collection of my phone by UPS will be arranged, the device will be inspected for any damages or sign of dust, repair it and if it's required replaced. The all process would take up to 5 days he said. At this stage I just said to him, "Thank you very much", but I rather keep my current device than go through all this hassle (than maybe find my self with a worse N1 with new issues than I could think of ).

This was my first approach to HTC :( not too bad wasn't it?

I only got a small nearly impossible to see (unless under direct light) micro-particles of dust, and the angles of the screen aren't making any clicking sound at all.

Decided to keep it, after all everything else is just spot on :D
[Nexus One Q&A, Help & Troubleshooting] anthro:
Can we add a poll here to have an idea on the percentage of units that get dust?

I want to know the likelihood of getting a phone with this issue. I'm from the Philippines so I asked the help of friends in the US to buy the unit for me. It was ordered Jan 13, 2010 9:31 AM PST (could date be a common denominator for units that catch dust?) and I expect it to arrive in my country on Jan 26. It would be a huge hassle for me to have to replace it.
[Nexus One Q&A, Help & Troubleshooting] sinbonders:
Anyone know the likelihood of the screen being sealed and this just being a during-manufacturing thing? I've got one tiny piece of dust in the top right. Always had it, and haven't seen any more in the past week.

As long as this issue isn't likely to get worst, I'm happy with it as is.
[Nexus One Q&A, Help & Troubleshooting] JanetPanic:
Well mine did not have any dust... until today. Now there is a spec that is visible when the screen is on. It is not big but knowing it is there me eyes seek it out and it annoys me to no end.

I called into HTC and they are having me ship the phone but did not offer to send a replacement in the meantime. In their defense I did not bother asking for them to either. They put a $28 hold on my card and sent a prepaid label for me to ship the phone. So i will be without my nexus for a week and change. This does not make me happy but I still have my G1 so I will deal with it.

Happily for me I have not rooted the phone yet. Given this I am not likely to root the phone for a few months just to be sure dust does not get in again.
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
An update... So I just received my replacement phone from HTC today because of the dust issue from before... Just a reminder I opted to do the swap, not a repair...

They just sent me the phone itself without the battery or battery cover... Wrapped in the original plastic and in bubble wrap. First thing I did was checked to make sure the buttons click like normal and the screen doesnt click. Unfortunately, the volume button wasn't solid feeling and didnt have the click...

Now to the screen... ALL four corners were loose and made a clicking sound... Even around the middle two buttons there was a clicking noise... definitely not acceptable. I did this in a dark car so at that point I still did not look at the screen to see if there was any dust in there already... Well lets just say that when I DID get home, I saw several specs of dust under the screen.

Long story short, the new phone was in far worse shape than the phone I was returning... WTF. You'd think if someone was returning a phone for dust problems and a loose screen, then they would NOT send a phone out that's in worse shape with those SAME exact problems. i'll be calling HTC first thing in the morning.
[Nexus One Q&A, Help & Troubleshooting] praguewatermelon:
that really sucks, man. i just sent out my phone yesterday. hopefully i will get my replacement phone by the end of the week or early next week. And hopefully, the replacement unit will not be a huge disappointment.
[Nexus One Q&A, Help & Troubleshooting] dcplaya:
I should be getting my swapped phone tomorrow, ill update with the status of it. I hope it doesnt have any issues
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
Couldnt wait until tomorrow to call HTC, so I called them tonight.

They said hey go ahead and send your original phone back with the return label you got today, then i'll email you another return label to send the replacement phone back to us....

I said... SO i'll be left with no phones? Hes like yeah.

I'm like wtf? What's the point in that?

I told them i'd rather just keep my original NEW phone because I do not want to get into this game of "lets hope my refurb phone has no issues"... And based on the condition this replacement phone was in today, it's a battle i'll probably lose each and every time.

So anyway, he said another thing they could do was to have me send my original phone back to them with the return label i got today and they will DOA the replacement phone... meaning they are shipping me ANOTHER refurbished replacement and they said "just hope that this one doesn't have the same issues as the other two phones." I'm like wow, really? that's what they call customer service?

I told them that I want to keep my original phone and return the crappy refurbished phone. They said no, can't do that. BS.

I'm telling you right now if this third phone has the same issues or any other issues, i am returning the phone all together. Ridiculous!
[Nexus One Q&A, Help & Troubleshooting] KPH325:
So they wouldnt let you keep your original phone and send back the replacement?
[Nexus One Q&A, Help & Troubleshooting] praguewatermelon:
Honestly, if the replacement unit I receive is in worse shape, I will just return it for refund and I will wait for a better phone to purchase in the near future... I am sure loads of good phones are coming out in the next couple of months.
[Nexus One Q&A, Help & Troubleshooting] praguewatermelon:
For those who already got the replacement phones, did HTC contact you after they received your original phones? Or did you have to call them to ask for the status of your claim?
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
Nope.

I asked why, and his only response was that the serial number than i'm supposed to be sending back is linked to the 529 dollar hold on my cc... SO i said switch the serial number of the crappy refurb I got today to link to that $529 instead, he claimed he couldnt do it bc the system won't allow them to make those changes.

Anyway I made that post when i was still on hold with them...

What ended up happening is he could NOT open up a DOA ticket for the replacement they sent me today bc that serial number is not in their system, LOL. He said "management" will call me within 48 hours to do the DOA. Absolutely bull**** customer service... They have got their wires all twisted. This is a big downfall of googles new business plan.
[Nexus One Q&A, Help & Troubleshooting] innisdb:
had my replacement for about a week now and there is zero dust so far. i work in construction so i am constantly around dust and dirt and still nothing
[Nexus One Q&A, Help & Troubleshooting] uansari1:
If your screen feels like it has a good seal (i.e. no clicking sound when you push down on the corners), then you're probably fine. Be glad... I'm still waiting on hearing back from HTC before resorting to sending in my phone.
[Nexus One Q&A, Help & Troubleshooting] isaw:
Yep, just noticed I have dust under my screen as well. Near the bottom.

My screen doesn't feel clicky or loose so not sure where it's come from. perhaps the open headphone jack or usb plug allowed it in.

I have kept it in it's protective condom since I got it but it obviously hasnt helped.

Sucks.

Hmm, how easy is it to disassemble these things.. ?
[Nexus One Q&A, Help & Troubleshooting] un1ucky:
Quick update on my previous post. i didnt try the hairdryer method, but i may have or i think stopped the clicking on my screen. basiclly i just used my phone all day until the phone itself got a bit warm, soo i just pressed on the clicky part of the screen for about mmmmm.... 1 minute, then i let it cool down for like maybe an hour or so.. i have no more clicking and hopefully it will stay that way.

used this method on:

jan.17 2010 - still intact on jan.20 2010
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
Has anyone elese received a replacement phone yet?
[Nexus One Q&A, Help & Troubleshooting] rob61280:
Yes I got mine back and its perfect touch wood, the signal fluctuates but I'm hoping an update will fix this
[Nexus One Q&A, Help & Troubleshooting] bofslime:
I'm going to return mine as my dust has gotten worse, I'm up to 4-5 now and there's a couple that are visible without the need for a flashlight. I think I have 1 dead pixel too so back she goes.
[Nexus One Q&A, Help & Troubleshooting] praguewatermelon:
So did you send your phone before they sent the replacement out or the other way around?

If you sent your phone to them first, how many days after they received your phone did they send you the replacement?

I am asking this because they received my phone earlier today but I am not sure when they will ship out the replacement.

Thanks!
[Nexus One Q&A, Help & Troubleshooting] darkzeroz4:
Well I just called for a swap and the service so far is wonderful. I immediately received an email for the service ticket. She was friendly and we had a small chat about the weather. Southern Californian weather from OC to LA is ridiculous.

Most of you reported dust in the lower left side of the screen. I have dust in the top left, top right, and lower left of my screen with no clicking whatsoever. Hopefully I receive a good one by the weekend. I'll repost then.
[Nexus One Q&A, Help & Troubleshooting] innisdb:
i got a replacement before i sent mine out. i didnt want to go without a phone for 2 weeks but from the time i called them and told them i want a replacement till the time i got it was about 3 days.
[Nexus One Q&A, Help & Troubleshooting] dcplaya:
got my swapped phone today... clicked along the entire bottom part of the screen but all i did was give it a little pressure from my finger and the clicking is gone! I am going to wait a day before i ship my old one back just to make sure. There is an extremely small spec of dust I could barely see. Also, the haptic feedback seems weaker than my old phone. The vibrate is still just as strong so I dont really know how that is possible
[Nexus One Q&A, Help & Troubleshooting] melterx12:
I got my replacement from HTC. I didnt get a DOA but just the phone itself. IT WAS AWFUL! The replacement had more dust under the screen from the start than my first one did after 2 weeks. In addition, the colors on the screen seemed washed out and the volume rocker did not click at all. After calling 3 different Reps and *****ing like never before, they FINALLY (THANK GOD) let me send back my replacement and keep my original phone. I will be keeping my original phone for now because the dust is only visible under an LED flashlight (cant even see it in the sunlight) thus far. If I do get dust that is easily visible and make another ticket for a return, I will make SURE the give me a full new kit and not some crappy refurb :mad:
[Nexus One Q&A, Help & Troubleshooting] melterx12:
be SURE to call them and tell them you will be sending your return back and not your original phone, so that they can change the serial number on your ticket to that of your returned phone, as this could cause problems for you once they receive it and the SN does not match.
[Nexus One Q&A, Help & Troubleshooting] anthro:
There's dust before you opened it? :eek: I thought, they just get dust easily, but they don't have initially

Oh my. I hope mine doesn't have. That would be a huuge hassle.
[Nexus One Q&A, Help & Troubleshooting] melterx12:
yep, checked it about 10 mins after I opened the fedex box. There was no clicking (at least I didnt hear any) but dust was already there.
[Nexus One Q&A, Help & Troubleshooting] uansari1:
Got my replacement today as well. So far so good. Interesting thing though... after playing with the new one, I realized that the autodimming didn't work on the old phone that's getting sent back. When I started using the new one, I was easily able to see it dimming and brightening. Something I didn't realize is that when you're in a bright area and the screen brightens, the touch sensitive buttons do not light up. Obviously because it's so bright wherever you are that you don't need it to. I thought that was a nice touch to save power.

The screen was clicking a tiny bit at the top, so I'm about to warm it up and see if it'll seal up properly. If that works out, then I can finally put my screen protector on. :)

Also, the Part Number's underneath the battery are a little different. The old handset ended with a "-00", and the new one ends with "-01".

Anyone else look at the part numbers of their replacements?

Edit: Just wanted to update... warming up the screen with a blow dryer really is the best way to go. The screen is totally clickless now... feels solid. :)
[Nexus One Q&A, Help & Troubleshooting] anthro:
Very useful info. This reassures a lot of people (including me :D)
[Nexus One Q&A, Help & Troubleshooting] melterx12:
you got a brand new kit right? Not just the phone itself?
[Nexus One Q&A, Help & Troubleshooting] uansari1:
Yup.. :) (10 characters)
[Nexus One Q&A, Help & Troubleshooting] sovereignty68:
I called on 1/14, I got the email to confirm that I setup warranty replacement for my nexus one. In the email, they indicate that I will receive another email with tracking number, but since then, I haven't heard from them since the first and only email.
[Nexus One Q&A, Help & Troubleshooting] timothydonohue:
:/

damn it. i was hoping i was going to be one of the lucky ones. less than a week of ownership, dust under top left corner of screen (when in portrait), and clicking on press.

this blows. calling as soon as they open
[Nexus One Q&A, Help & Troubleshooting] bugsy:
I was reading all the comments about dust and was thinking I was really lucky to have a clean one, but upon close inspection I must have had close to a few hundred specs starting in the lower left corner and expanding upward and outward. The strange thing for me is that in past devices that had dust issues they were very evident with the screen on, that's not the case for this phone. I can't see them at all with the phone on. Also, my first phone had no clicking at all with the screen.

Anyway, I called late Tuesday night EST asking for a replacement. Spoke with Matt, very professional and a straightforward process. Wasn't expecting a replacement until next week, but it showed up this morning, so they actually sent my replacement via overnight delivery. It looks good, no screen clicking and no dust. I'm still going to heat it up a bit and apply some pressure, but out of the box it looks good. I also noticed that the part number is now -01 instead of -00. It seems like they may have made some changes resulting in a new build number.
[Nexus One Q&A, Help & Troubleshooting] dcplaya:
Im sending my swapped one back, After using it for a few hours i realized that the haptic feedback on the bottom 4 keys barely works, most of the time I can barely feel it. I am going to try to solid my original up with the hair dryer trick. I am going to call HTC and tell them the new phone is worse, it clicks and the haptic feedback doesnt work.

Anyone that swapped with a rooted phone get billed/called yet about it?

Edit:

Just saw this post from Swetland (Google Employee)

http://xdaforums.com/showpost.php?p=5416098&postcount=325
[Nexus One Q&A, Help & Troubleshooting] KPH325:
Did you and email with tracking info from fedex? Or did it just show up?
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
Mine just showed up.
[Nexus One Q&A, Help & Troubleshooting] praguewatermelon:
That is how many days after they received your original phone?
[Nexus One Q&A, Help & Troubleshooting] dcplaya:
I got an automated call from fedex about the delivery but since I have google voice, i only heard half of the call. At that point, i called HTC with my case number and they gave me the tracking number right away.
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
I didnt send them my original phone until the replacement showed up. I used the return label that they included in the box to ship my original phone back to them.

I'm having a helluva time getting a good handset. It's very very frustrating.
[Nexus One Q&A, Help & Troubleshooting] melterx12:
NOOOO you should have asked them to make a DOA replacement. The phone you will receive through this method will be a refurb! check my post 2 pages back! :(
[Nexus One Q&A, Help & Troubleshooting] dcplaya:
I think i might try that next but a read another post on here that said he sent it all back and they just replaced the phone in the box and the phone was a refurb as well :(

How long did it take for a DOA, its gonna be hard to go back to my mytouch for a week or so
[Nexus One Q&A, Help & Troubleshooting] melterx12:
I did not get a DOA because I didn't know it was even possible until after I made my ticket. My return came to me within 3 business days. It was even worse than my original phone, so I sent the refurb back and kept and still am keeping my first phone.
[Nexus One Q&A, Help & Troubleshooting] rookie1082:
Those assholes told me that I couldnt keep my original phone and had to send it back. The replacement I got was in worse shape so I just wanted to send the replacement back. Uggggggghh. Now I gotta wait till they get my original phone and check it in before I can request a DOA replacement on the refurb phone.
[Nexus One Q&A, Help & Troubleshooting] dcplaya:
I am doing the same thing but I am going to tell them to send another replacement out or do a DOA on my original one today, ill update after I call them

Edit:

I just called them, I have to send my swap back and then call them again to set up another swap
[Nexus One Q&A, Help & Troubleshooting] SANTilt:
Seeing all these issues with Brightpoint (HTC's warranty company), I'm must going to open it up and clean/seal it myself. Either way, my bootloader is unlocked, and I'll possibly do a better job than these r-tards.
[Nexus One Q&A, Help & Troubleshooting] uansari1:
I posted about this last night in this thread and elsewhere.. I followed up with MikeTaylor00. Both of us got a replacement with -01 in the p/n, but he still has dust. So whatever the change is, it's not a resolution to the dust issue.

I'm wondering if -01 might signify a refurb... I was told my phone was brand new, but who knows.

Make sure you do a write up! I doubt it'll be as easy to do as the Moto Razr was, lol..
[Nexus One Q&A, Help & Troubleshooting] demo23019:
I just called to get an RMA number for a temporary stuck pixel and the corner of the screen clicking. And its being treated as a DOA and he said to take the battery sim and storage card...ect out before shipping..

I asked him if i was getting back an a new or referb and he said probably a referb because they are fully "tested" were if i get a new phone its not fully tested. And people here are having problems with thier referbed phones

...im not sure what to think of this.

I don't really want some phone that had problems in the first place that are now "fixed" that could come back to haunt me now in the future.
[Nexus One Q&A, Help & Troubleshooting] bofslime:
setup my replacement, Rep assured me the phone would be new though i'm mildly annoyed that the label on my "Nexus One box" is going to be different from my phone.
[Nexus One Q&A, Help & Troubleshooting] melterx12:
thats what the rep told me as well. I then received a refurb. Dont listen to the reps they probably dont even know what Android is.
[Nexus One Q&A, Help & Troubleshooting] demo23019:
How do you know your phone is referb when you get it back they label it?

Anyways

I think its stupid they do this they tell you that they send a "fully tested" referb but in fact they will lose money if they had to send a new replacements to everyone..this isn't fair they should have addressed the screen issue by now with a new batch of phones and honor us with full replacement since HTC screwed up and we dished out 530+ not even a week or so ago..this is why i hate ordering **** online but obviously we have no choice because of Google.

And I understand that even though its "referb" its still petty much a new phone since nexus hasnt even been out for that long but.

Im not sure if i want a referb that could later down the line have recurring problems.

I'm still debating on keeping my phone even if it has a temporary stuck pixel that takes days to to come back. and only shows on the lock screen once i unlock it goes away other than that my phones perfect

I might as well wait and see if it completely goes away or eventually stays permanent...either way if i send it out Monday or 5 months from now im still going to get a referb or a screen replacement.
[Nexus One Q&A, Help & Troubleshooting] uansari1:
You always have a choice. You can return your phone for a full refund.
[Nexus One Q&A, Help & Troubleshooting] melterx12:
Its not labeled as a refurb, but it was really obvious that the phone has been taken apart by a technician. The volume rocker did not click, the bottom lip of the phone was not completely flush with the metal frame, and under the back cover, there was a slight dent in the plastic next to the camera lens where you need to pull the back frame off after removing the screws, indicating that the phone was taken apart. Also, there were smudges UNDER the screen! :mad: That means the underside of the glass panel was handled by a technician - you would think they would at least clean it before putting it back together!
[Nexus One Q&A, Help & Troubleshooting] demo23019:
Really that's ridicules

EDIt

I just called and canceled my RMA ill keep my phone were the stuck pixel doesn't happen all the time and if eventually stops then great. But if it gets stuck im covered for a year and they will just replace the screen. Id rather take that chance then getting a referb phone that could have more issues..
[Nexus One Q&A, Help & Troubleshooting] bofslime:
less a $45 restocking fee...
[Nexus One Q&A, Help & Troubleshooting] praguewatermelon:
I think the restocking fee can be waived if the phone is defective.
[Nexus One Q&A, Help & Troubleshooting] bofslime:
Not from the posts I've read with people not liking the replacement options and requesting a flat out return.