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Old October 19th, 2011, 02:32 AM   #1 (permalink)
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Default Dust under screen

So i just thought i would share with you my recent woes incase anyone is in the same boat and wondering.

ive had my sensation a couple of months, after one month i got dust under the screen, didnt gradually get it...it was 2 jets of dust half way up the screen on either side on the phone that literally happened in one day.

So called orange ( i have onrange care ) explained my problem, sent me a "new" phone out the next day i say "new" as apparently they sometimes will send refurbs out, but this one looked brand new.

1 month later i have dust under the screen again, same places.



this time i have chosen to send to htc ( who have recently expertly sorted one of my other problems for me android music sorting alpha.
and just thought i would post the progress of the repair here, so everyone get an idea how long these things are taking. Up to this point i have to say HTC customer care has been great

oct 11 - reported dust under screen to htc
oct 11 - HTC asked for photo of dust ( i sent them two pictures )
oct 11 - they send me label and ask me to book a collection time - i choose monday 17th oct
oct 17 - phone collected by UPS
oct 18 - phone due to be delivered today but UPS have processed it incorrectly and it is in the wrong location
oct19 - phone out to delivery to the repair cener.
*update*
oct 19 phone delivered to htc - but not acknowlaged by them yet ( HTC send you updates through a tracking page )
*update 2*
oct 19 - according to htc tracking the phone is been repaired
*update 3* - according to tracking the phone is been shipped back ( no tracking number though as yet.
*update 3* - Oct 21 got my phone Back today in a nice white box , they have replace the screen, speaker, chassis and sub assembly, .

I'm very happy with the whole turn of events , this is the second time I have delt with the HTC customer service and repair ,and the speed with which they delt with it has been great

Once again , thumbs up HTC...Thumbs up .

So I cannot vouch for how any one else will fair but its been a painless time for me.




i will edit the post as it goes along
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Old October 19th, 2011, 05:29 AM   #2 (permalink)
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Euww - that's pretty dusty!

Very nice to know that HTC shows an immediate interest and they're happy to respond to these things - for reference (in case mine goes all dusty!), what contact details did you use for HTC in the UK?
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Old October 19th, 2011, 07:22 AM   #3 (permalink)
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that is my second one, the first sensation i had was at least twice as dust filled, to the point you could actuall see it when watching a movie.

HTC use a ticket system, you start by just going to HTC Help Center then scroll down and there is a contact button.

they reckon 7 days to repair from when they recieve it...ive just checked ups and it has been delivered to them so we'll see.

Hopefully you will not get any dust, my partners sensation shows no signs of getting it yet.
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Old October 19th, 2011, 07:25 PM   #4 (permalink)
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Excellent. Thanks for that, John - I'll bookmark it "just in case".
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Old October 20th, 2011, 09:19 PM   #5 (permalink)
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Unfortunately this is all too common on the sensation. Over on the XDA forum 66% out of roughly 200 people who voted in a poll had dust under their screens

I guess I'm lucky, so far after 3 months none at all under my screen.
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Old October 21st, 2011, 12:38 AM   #6 (permalink)
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yes, and most of the people are getting it in exactly the same places.

SO there has to be some kind of fault, its strange that it seems to happen over night, it is like the dust gets sprayed in
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Old October 24th, 2011, 11:10 AM   #7 (permalink)
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I was just about to make a post about this because the same thing happened to me. I bought my HTC Sensation 2 weeks ago from Phones 4 U here in the UK. Since then I have had to go in and replace it 4 times. The dust was coming back in the same place every time I got given a new handset and within hours of opening the box. The last resort was giving me a White Sensation from a completely different batch, this lasted about 3 days and then I noticed more dust. Quite upset and annoyed I went back and reluctantly changed it to a Samsung Galaxy S2, which I am enjoying and so far after a week the screen is still pristine. I'd get rid of it and ask for a completely different phone if I were you, sounds like the majority of Sensations are f***ed. Sorry to be blunt! But that's my experience.
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Old October 25th, 2011, 12:38 AM   #8 (permalink)
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indeed that seems to be the case, and if it had happened to me as many time it had you i would indeed be moving phones. but so far it has been a painless Experience as i had my first one replace in 24 hours.

Im hoping it is a known problem for HTC so with me sending it to them they have done a proper "fix".

i notice on the repair sheet they sent out with my phone they had completely replaced the screen and mentioned something about lamination.

So im hoping what they have done solves the dust issue, where as if i get another one from my carrier, they are just going to pull one "off the shelf" to send me, and the phone would likely be from the same batch as the original.

Time will tell i guess, and so far not a single spec, ive read a few forums with people sending them to htc with dust and they have not yet got dust again after the repair.
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Old November 1st, 2011, 07:51 AM   #9 (permalink)
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so, 10 days later....dust again, axactly the same places, and once again it seemed to happen overnight.

phone is getting collected from them again on wednesday :-(
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Old November 2nd, 2011, 12:41 PM   #10 (permalink)
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I was annoyed when I had the dust on my original HTC desire, and after hearing alot of problems with others having the same, it was one of the reasons I went for the Galaxy S2 instead, bit of a shame that HTC have had this with previous phones and it hasn't been sorted out yet.
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Old November 9th, 2011, 01:19 AM   #11 (permalink)
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i now have it back from repair again so we shall see how long this one goes for.....my faith however has slightly dropped.
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Old November 9th, 2011, 06:45 AM   #12 (permalink)
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had it back now one day, there is now dust under the screen. All faith has gone.

It cannot be general dust,there is not a single speck behind the cover. it has to be something there using to seal the device, that is failing and getting sucked under.
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Old November 10th, 2011, 03:06 PM   #13 (permalink)
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That's a real shame, what's your next move?
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Old November 11th, 2011, 01:50 AM   #14 (permalink)
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its gone back to them today, and i have sent a recorded letter of complaint to their head office.

they have said if it come back this time and gets the dust again then they will send out a new handset, but i got a new hand set the first time around and it made no differance.

so im not holding my breath.
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Old November 11th, 2011, 03:40 AM   #15 (permalink)
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This is an absolute disgrace... I'm an iPhone 4 user who is just about to sell up and move to Android (HTC Sensation or Sensation XE) and after reading this i am really put off by the idea. The one thing about the IP4 is that the screen is always immaculate - never a hint of dust on it...

Dont get me wrong, i'm not on here to praise Apple and belittle Android.

I just find it hard to believe that HTC can allow such a scenario.

I might just hold off now until I hear the outcome - I cant be bothered to send my phone away once a month to be replaced.

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Old November 11th, 2011, 04:46 AM   #16 (permalink)
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it is as they say, "piss poor", i will update again when i get it back, and if i get dust again.

in contrast though my partner has the same phone for the same amount of time, she has not even a spec under hers.
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Old November 17th, 2011, 05:48 PM   #17 (permalink)
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Just found this thread... I got my Sensation about a month ago. Vodafone have since exchanged my phone twice because of the dust comets. Now on my third handset and once again have the dust. Exactly the same place, halfway up on the left and a smaller plume in the same place on the right.

10000% a manufacturing flaw that HTC don't seem to be acknowledging. Particularly bizarre as the network operators must be returning thousands of handsets to them!

I've emailed Vodafone but I'll probably call them tomorrow to moan some more.

The annoying thing is that other than the dust obscuring a part of the screen this phone is totally amazing!!
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Old November 18th, 2011, 12:23 AM   #18 (permalink)
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I know, i love the phone also.

i got mine back (3rd time) yesterday, no dust yet lol, but it only took a day last time
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Old November 18th, 2011, 04:15 PM   #19 (permalink)
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After 3 replacements, Voda are refusing to replace it again but are sending to HTC for repair.

I phoned HTC to see if they are aware of the problem and they are. Apparently some phones have not been sealed properly. Great.

She seemed confident that once the repair had been done it wouldn't happen any more. And to be fair, I'd prefer to have mine repaired and be dust free for good than to receive another new phone and go through it all again!
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Old November 21st, 2011, 12:53 AM   #20 (permalink)
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well hope you have better luck with it than i did
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Old November 24th, 2011, 03:57 PM   #21 (permalink)
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Quote:
Originally Posted by MJQX View Post
Just found this thread... I got my Sensation about a month ago. Vodafone have since exchanged my phone twice because of the dust comets. Now on my third handset and once again have the dust. Exactly the same place, halfway up on the left and a smaller plume in the same place on the right.

10000% a manufacturing flaw that HTC don't seem to be acknowledging. Particularly bizarre as the network operators must be returning thousands of handsets to them!

I've emailed Vodafone but I'll probably call them tomorrow to moan some more.

The annoying thing is that other than the dust obscuring a part of the screen this phone is totally amazing!!
I'm sorry to hear of the troubles you have had, it must be bloody annoying!!

I wonder how widespread the problem is though, my HTC Sensation XE is fine (although the XE could be immune?). Could this be just a case of people usually only post in tech forums when they have a problem but when all is good they say nothing? Perhaps the percentage of faulty units is tiny?

It is strange how some people have had no problems while others have had 2 or 3 handsets fail.
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Old November 24th, 2011, 03:58 PM   #22 (permalink)
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well hope you have better luck with it than i did
3rd phone still dust free?
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Old November 25th, 2011, 01:54 AM   #23 (permalink)
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second phone, 3rd repair, and so far so good, not a single speck, so here`s hoping.

like you say, you look online and you get the impression every handset on the planet has the problem, but in reality, its likely a very small proportion of owners.

another thing i notice also is alot of people will go to forums and moan about it, but never actually do anything about it, if everyone actually contacted htc/their carrier it would help put more weight behind the problem.

i dont think alot of people realise either, that you can get the phone swapped outright with your carrier for dust under the screen, i have orange care also, so the it did not cost me a thing to get replaced, and it was replaced the day after i called it in.
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Old November 25th, 2011, 11:56 AM   #24 (permalink)
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second phone, 3rd repair, and so far so good, not a single speck, so here`s hoping.

like you say, you look online and you get the impression every handset on the planet has the problem, but in reality, its likely a very small proportion of owners.

another thing i notice also is alot of people will go to forums and moan about it, but never actually do anything about it, if everyone actually contacted htc/their carrier it would help put more weight behind the problem.

i dont think alot of people realise either, that you can get the phone swapped outright with your carrier for dust under the screen, i have orange care also, so the it did not cost me a thing to get replaced, and it was replaced the day after i called it in.
Vodafone are refusing to swap it now. They're sending me a pack to post the phone off for repair in. Haven't got any insurance. Wish I had now!!

On saying that it's a real pain to have to set up an Android phone every time they send a new one!!!
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Old November 25th, 2011, 02:43 PM   #25 (permalink)
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Ill second the pain in the arse setting it up each time, when HTC repair the phone they restore it to factory settings so i would make a back up before you send it off just incase, as i think its just standard practice
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Old November 25th, 2011, 05:04 PM   #26 (permalink)
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Ill second the pain in the arse setting it up each time, when HTC repair the phone they restore it to factory settings so i would make a back up before you send it off just incase, as i think its just standard practice
Going slightly off topic, have you used any apps to backup the phone? Contacts/email/social networking set up isn't bad but it's all the settings, apps and screen set up that takes ages.

Been looking at MyBackupPro. Any experience of this or other recommendations before sending off the phone?
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Old November 26th, 2011, 08:26 AM   #27 (permalink)
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No sadly I have not used any backup programs. I just export my contacts to the SD so there there when I get it back.

I should find a program to back it all up next time .
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Old November 27th, 2011, 08:59 AM   #28 (permalink)
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I had the same issue, Three UK suggested I contact HTC, they sent a UPS courier to pick the phone up and had it back with me within a week. It was reset to factory but that's no real problem, my contacts synced in no time and I'll slowly build up the apps as I use them. Over all I'm happy with the service.
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Old November 28th, 2011, 11:15 AM   #29 (permalink)
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I had the same issue, Three UK suggested I contact HTC, they sent a UPS courier to pick the phone up and had it back with me within a week. It was reset to factory but that's no real problem, my contacts synced in no time and I'll slowly build up the apps as I use them. Over all I'm happy with the service.
Any more dust since?
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Old November 29th, 2011, 05:10 AM   #30 (permalink)
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Any more dust since?
No, it's only been back for a couple of days but no sign of dust.
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Old December 5th, 2011, 04:14 PM   #31 (permalink)
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UPDATE!

HTC sent courier to pick up the phone last Tuesday 29th. Phone came back today (5th). They told me 7 working days and it's been 6 calendar days. Impressive service by HTC to be fair.

Dust gone so we'll see how long for. Fingers crossed.

It does seem like they've added a tiny border around the screen between the edge of the glass and the bezel. Any idea if that's my imagination?

Incidentally, after a long argument with Vodafone over the phone to their call centre they called a few days ago to offer me an exchange! Phone was with HTC at the time! But at least hopefully now a repair will have fixed the issue for good.
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Old December 16th, 2011, 09:31 AM   #32 (permalink)
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I have also had exactly the same problem. The dust seems to have collected on the left hand side about half way up in a little cluster. It is extremely annoying but I suppose I can cope with it.
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Old December 16th, 2011, 10:51 AM   #33 (permalink)
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You shouldn't have to cope with it! It's a manufacturing defect. I had the phone back within a week. That was two weeks ago and still no dust. That's the longest I've gone yet!!
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Old December 16th, 2011, 11:26 AM   #34 (permalink)
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I've had my phone for over two months now though, so there is no way I could take it back is there?

I've just bought a very expensive screen protector too, will they have to take that off to fix it? How much would it cost me if I took it to a high street phone repair store?
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Old December 16th, 2011, 11:52 AM   #35 (permalink)
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If it bothers you (which it should do!) HTC can do a warranty repair as you're covered with them for at least a year. They send a courier to pick it up and return it when it's sorted. Mine was back in 6 days.

I sorted it all through online chat with a rep on HTC's site.
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Old January 4th, 2012, 12:08 PM   #36 (permalink)
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Here's a new one... Small blob of dust under the screen at the top, just to the right of the HTC logo.
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Old January 6th, 2012, 02:43 PM   #37 (permalink)
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I have had my phone for a few month's now, and I also have dust under my screen on the left and right hand sides.

My question is, will they repair my phone as it is rooted. And if so , when they do a factory re-set, will it unroot it?

Cheers!
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Old January 6th, 2012, 04:18 PM   #38 (permalink)
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I have had my phone for a few month's now, and I also have dust under my screen on the left and right hand sides.

My question is, will they repair my phone as it is rooted. And if so , when they do a factory re-set, will it unroot it?

Cheers!
As far as I'm aware factory resets won't un-root your phone. The only time it will is when flashing a stock rom. Which they may choose to do.
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Old January 10th, 2012, 06:44 AM   #39 (permalink)
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when you send it to htc, you get it back how it was when you bought it so i would imaginge you loose your root.

they also install the latest sense rom
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Old January 10th, 2012, 06:06 PM   #40 (permalink)
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I must be one of those lucky sensation owners, had the phone since it came,no problems at all.

absolute hate companies who carnt acknowledge their mistakes, at the end of the day it will hurt them - Samsung own the smart phone market now (future phones look impressive) while HTC at a massive downfall.
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Old January 11th, 2012, 12:37 AM   #41 (permalink)
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Originally Posted by johncf View Post
So i just thought i would share with you my recent woes incase anyone is in the same boat and wondering.

ive had my sensation a couple of months, after one month i got dust under the screen, didnt gradually get it...it was 2 jets of dust half way up the screen on either side on the phone that literally happened in one day.

So called orange ( i have onrange care ) explained my problem, sent me a "new" phone out the next day i say "new" as apparently they sometimes will send refurbs out, but this one looked brand new.

1 month later i have dust under the screen again, same places.



this time i have chosen to send to htc ( who have recently expertly sorted one of my other problems for me android music sorting alpha.
and just thought i would post the progress of the repair here, so everyone get an idea how long these things are taking. Up to this point i have to say HTC customer care has been great

oct 11 - reported dust under screen to htc
oct 11 - HTC asked for photo of dust ( i sent them two pictures )
oct 11 - they send me label and ask me to book a collection time - i choose monday 17th oct
oct 17 - phone collected by UPS
oct 18 - phone due to be delivered today but UPS have processed it incorrectly and it is in the wrong location
oct19 - phone out to delivery to the repair cener.
*update*
oct 19 phone delivered to htc - but not acknowlaged by them yet ( HTC send you updates through a tracking page )
*update 2*
oct 19 - according to htc tracking the phone is been repaired
*update 3* - according to tracking the phone is been shipped back ( no tracking number though as yet.
*update 3* - Oct 21 got my phone Back today in a nice white box , they have replace the screen, speaker, chassis and sub assembly, .

I'm very happy with the whole turn of events , this is the second time I have delt with the HTC customer service and repair ,and the speed with which they delt with it has been great

Once again , thumbs up HTC...Thumbs up .

So I cannot vouch for how any one else will fair but its been a painless time for me.




i will edit the post as it goes along
about the dust under screen issue, do you work as a miner,builder or farmer because those jobs experiance alot of dust and do you have dust under you htc sensation screen now ?
 
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Old January 11th, 2012, 12:45 AM   #42 (permalink)
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the only question is why. The dust getting upthe screen could be attracted by static, huge amounts of it. Perhaps putting a screen protector could help.

I know the sensation has a strage shape: the screen is slightly curved and lower than the edges so that when you put your phone face down it doesnt damage the screen. Very usefull btw its strange to have dust though.
 
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Old January 11th, 2012, 07:07 AM   #43 (permalink)
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its not environmental dust, basically it cannot be.

on one of the occasions that i got the phone back the "dust" was there again in a day, its not physically possible for that much to land on your phone work its way in and then to your screen, and i was at home that week.

i think it is something they use in the construction of the phone maybe a glue or sealant, that dries ( maybe from the heat of the phone) and then fails.

i guarantee if you look at anyones phone with the dust it wil be as my picture above )

it is as if the seal has failed then this dry residue is sucked across the screen, you would not get that pattern so quickly and in that form from regular air born dust. Its also too fine.

the first time it happened to mine, there was no dust...not even a spec at 9am, by 12, i had the above.


As for my work i do computer aided design so i am in an office.

my phone since its last fix is still pristeen, and fingers crossed it will stay that way as i love it!
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Old January 17th, 2012, 04:33 PM   #44 (permalink)
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Originally Posted by MJQX View Post
Here's a new one... Small blob of dust under the screen at the top, just to the right of the HTC logo.
The blob grew into a plume. New one though, this time from the top!

Vodafone service excellent as ever. Sent out a replacement today. Spent the evening setting it up.

So, 4th handset now. Fingers crossed this is from a newer batch and won't suffer the same issue.
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Old January 21st, 2012, 09:33 AM   #45 (permalink)
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Damn, looks like my Senstation is suffering with the same dust problem too.

I do have a Zagg screen protector on my phone and thought that it was
dust trapped underneath it rather than under the screen, but due to the shape of it, it looks
like a burst of dust rather than random bits of dust or a finger print.

So I thought I would just ask people on here if their dust patches look similar
to mine, to save me taking off my screen protector to investigate.

If this dust "Burst" is what everyone else is suffering from then I will probably have to send my
phone of to get it removed. Which is going to be a pain as already had my phone exchanged last year
from a Desire S due to the borked firmware upgrade, which I posted about on the Desire S forum last year.
So was hoping that with getting the Senstation as a replacement that
I would no longer experience any sort of problem.

Pictures Below
Dust Bursts (Halfway up the right hand side of the phone)




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Old January 21st, 2012, 11:53 AM   #46 (permalink)
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Originally Posted by solorize View Post
Damn, looks like my Senstation is suffering with the same dust problem too.

I do have a Zagg screen protector on my phone and thought that it was
dust trapped underneath it rather than under the screen, but due to the shape of it, it looks
like a burst of dust rather than random bits of dust or a finger print.

So I thought I would just ask people on here if their dust patches look similar
to mine, to save me taking off my screen protector to investigate.

If this dust "Burst" is what everyone else is suffering from then I will probably have to send my
phone of to get it removed. Which is going to be a pain as already had my phone exchanged last year
from a Desire S due to the borked firmware upgrade, which I posted about on the Desire S forum last year.
So was hoping that with getting the Senstation as a replacement that
I would no longer experience any sort of problem.

Pictures Below
Dust Bursts (Halfway up the right hand side of the phone)
I wouldn't bother taking off your dust protector. It's under the LCD screen. Classic dust plume! See my pic attached (phone number two of the four I've had so far).
Attached Images
File Type: jpg dust.jpg (83.8 KB, 47 views)
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Old January 22nd, 2012, 04:10 AM   #47 (permalink)
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That's the exact same place my Sensation got dust in .

Fortunately I was within my 28 days with Vodafone when it happened so I got a new one sent out and *touch wood* it's been fine. I thought it was my fault though as it was actually my partners phone and we decided to swap and first day of having it, the dust appeared. So in my case, I was fortunate to find it a common problem and that I hadnt fudged the phone lol.

I don't know if it was a flaw in the design of early models or just an unlucky batch as I know some people have had no probs and like I say this one's been fine.
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Old January 22nd, 2012, 09:57 AM   #48 (permalink)
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I've just emailed HTC about my dust problem and will await to hear back from them, I will let you know how it goes!
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Old January 26th, 2012, 02:12 AM   #49 (permalink)
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Quick update: HTC have arrange UPS to pick my phone up today to be sent to them for repair. I will keep you up todate on how long it takes to get the phone back and what they have done to repair it.

Sat 21st Jan 2012 - Emailed HTC to report dust under screen

Tues 24th Jan 2012 - Arrange to get phone collected on Thur 26th Jan.

Thur 26th Jan 2012 - Phone collected by UPS

Fri 27th Jan 2012 - Phone delivered to HTC repair centre & being repaired

Mon 30th Jan 2012 - Phone has been repaired and is being shipped back out to me

Tue 31st Jan 2012 - Phone turned up this morning 09:28am and no dust under the screen =)

I will keep an eye on it over the next couple of days to see if the dust returns, fingers crossed
they have sorted the problem out.

On another note, I am extreamly impressed with the speed HTC repaired my phone, it
was a very quick turn around! So will have to agree with Johncf a big thumbs up from me too.
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Last edited by solorize; January 31st, 2012 at 07:09 AM. Reason: Updated repair schedule
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Old February 28th, 2012, 11:08 AM   #50 (permalink)
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Default Same problem with HTC Sensation XE

Hi guys.

Didn't read through all the posts but got until somebody mention that XE should (could) be immune... Though, it IS NOT...

I own my HTC Sens. XE for about a month while today morning I realized I have a strange small dots on my display. After polishing it I realized that it is dust under the touch screen (and above the LCD). It is situated in the upper right corner and directing as a comet (or explosion) from top to ca 3cm lower. For a better imagination it starts directly between battery and signal strength indicators.

For me it looks like there were a vacuum between screen and LCD when the seal was broken at a certain small piece and it sucked in the dust from around in between LCD and screen...

Won't contact Voda or HTC until it is worse... Or should I?
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