Has the Dust issue been fixed by HTC?

[Kirby]

I just got a response from HTC support today regarding my open case about dust under the glass. Here is the response I got:

Kirby,

Thank you for your patience.

If you have not already been alerted to a fix for this issue you may contact Sprint for information regarding your closest repair and service facility which can resolve this issue onsight.

If you have any other questions feel free to repy.

HTC Technical Support.

Now previously they had written me on 11-10-09 that they did not have a fix at that time. So maybe there is a fix?

 

[meangreengdub]

I just got a response from HTC support today regarding my open case about dust under the glass. Here is the response I got:



Now previously they had written me on 11-10-09 that they did not have a fix at that time. So maybe there is a fix?

I might email them too. I just noticed this the past month. So can I just take it to a Sprint store that has a repair shop and they will fix it on-site for no charge?

 

[imb951]

Just got off the phone with a repair technician from my local Sprint store. I told them I had received the OP's email from HTC Technical support.

I was just told that the Hero is NOT a "repairable" phone and would not be covered by Sprint for dust under the screen. I would have to contact HTC directly to get a repair/replacement.

I also asked that if I were to supply instructions to disassemble the Hero, would they do it for me and clean the dust? "No."



Looks like I need to find a really small screwdriver.

 

[meangreengdub]

Just got off the phone with a repair technician from my local Sprint store. I told them I had received the OP's email from HTC Technical support.

I was just told that the Hero is NOT a "repairable" phone and would not be covered by Sprint for dust under the screen. I would have to contact HTC directly to get a repair/replacement.

I also asked that if I were to supply instructions to disassemble the Hero, would they do it for me and clean the dust? "No."



Looks like I need to find a really small screwdriver.

Weird. I called two stores and they both said they could fix it. One store even said they had fixed them before.

I'm wondering though...I rooted my phone so will they see that and not fix it if I take it to a Sprint store?

 

[meangreengdub]

they will mark your account with a nice big warranty voided stamp, save your ROM stage and resort to stock ROM first

How do save my "ROM stage?"

 

[tatonka_Hero]

How do save my "ROM stage?"

Make a nandroid backup, and move it to your computer. Then do RUU

 

[meangreengdub]

Make a nandroid backup, and move it to your computer. Then do RUU

Kind of a newb...to make a nandroid backup do I restart and hold down home until that screen pops up then select Nandroid backup? Then a RUU is just a complete restore?

 

[tatonka_Hero]

Kind of a newb...to make a nandroid backup do I restart and hold down home until that screen pops up then select Nandroid backup? Then a RUU is just a complete restore?

Get to the screen and go to nandroid backup, yes. I suggest taking it off your SD card, the entire Nandroid folder...just in case. Along with anything that might pertain to rooting or custom ROM's.

RUU is actually a program you run from your computer that puts your phone back to out-of-the-box form.

There's a link around here somewhere for RUU: http://wiki.xda-developers.com/index.php?pagename=CDMA Hero ROMs

There's 2 different ones. I don't believe it really matters, but you might as well use the 1.56 version

 

[Sirithe]

Depending on when you got your Hero you'll need to use the 1.56 RUU. If it shipped with 1.56 then you need to use the 1.56 RUU.

And as far as Sprint repairing the dust, it depends on the store, the repair center by me basically told me to fu*k myself. So I'm just gonna use the walkthrough on here to do it myself, just need to pick up the T-6 Torx.

 

[tatonka_Hero]

Depending on when you got your Hero you'll need to use the 1.56 RUU. If it shipped with 1.56 then you need to use the 1.56 RUU.

And as far as Sprint repairing the dust, it depends on the store, the repair center by me basically told me to fu*k myself. So I'm just gonna use the walkthrough on here to do it myself, just need to pick up the T-6 Torx.

1.56 still works even if you have an early phone, correct? Well, it did for me anyway lol.

So basically, everyone might as well use 1.56? or are there significant differences between the two?

 

[Eaglesfan9106]

my hero when starts up the bottom corners near the hard buttons are lightly colored and not black im not sure how to describe it but it only happens when its a black screen could that be dust?

 

[acp]

Meangreen plz post the store ph#'s of those repair centers, I'm so ****ing tired of inconsistent Sprint Repair Centers. My local 2 stores both refuse to work on the Hero.

Thanks in advance.

 

[meangreengdub]

Meangreen plz post the store ph#'s of those repair centers, I'm so ****ing tired of inconsistent Sprint Repair Centers. My local 2 stores both refuse to work on the Hero.

Thanks in advance.

They are both in Texas.

Amarillo, TX: (806) 355-8999

Watauga(North Fort Worth), TX: (817) 503-7225

 

[acp]

They are both in Texas.

Amarillo, TX: (806) 355-8999

Watauga(North Fort Worth), TX: (817) 503-7225

Called Watauga, no such luck. They told me they were not even aware of the dust issue. Maybe the techs are not even on the same page lol

I'm still trying to get through to Amarillo...they have long hold times.

 

[meangreengdub]

Called Watauga, no such luck. They told me they were not even aware of the dust issue. Maybe the techs are not even on the same page lol

I'm still trying to get through to Amarillo...they have long hold times.

Hmm...that's weird. I talked to them yesterday and I asked the guy who answered to specifically talk to a tech and they said to bring it on in.

 

[acp]

I'm not surprised. Well, let us know if you have any success.

 

[Dreamliner]

Nope!!! The Hero's hardware is absolute crap. Nearly half the people have noticed dust:

http://androidforums.com/sprint-htc-hero/40502-new-dust-no-dust-under-screen-only-1-month-ownership-3.html

I wonder if people still think I am over picky for complaining about dust...

 

[tatonka_Hero]

Nope!!! The Hero's hardware is absolute crap. Nearly half the people have noticed dust:

http://androidforums.com/sprint-htc-hero/40502-new-dust-no-dust-under-screen-only-1-month-ownership-3.html

I wonder if people still think I am over picky for complaining about dust...

Nearly half the people that RESPONDED noticed dust. And the majority of people that will respond to something like that are ones that have had dust, it's simple statistics.

Also, your link doesn't seem to work.

 

[Dreamliner]

Nearly half the people that RESPONDED noticed dust. And the majority of people that will respond to something like that are ones that have had dust, it's simple statistics.

Also, your link doesn't seem to work.

Sorry bout the link: http://androidforums.com/sprint-htc...dust-under-screen-only-1-month-ownership.html

I really don't want to get into this on another thread, feel free to read through the poll on the link...

Because of the way the Hero is manufactured (I know because I wrote the disassemble diy), there is a defect with the double sided tape htc uses to 'seal' the screen...the tape doesn't seal crap, and ALL phone will get dust eventually.

I have had 7 Heros, all get dust. I had a Blackberry Pearl for 2 years, scratched to heck, but...NO DUST.

It is just a poor design that has not, and probably will not, be fixed.

 

[SamuraiBigEd]

Sorry to burst your bubble, but I am just a few days shy of one month and no dust at all. That is verified with a 90 lumen light and a 10x jewelers loupe.

 

[tatonka_Hero]

Sorry to burst your bubble, but I am just a few days shy of one month and no dust at all. That is verified with a 90 lumen light and a 10x jewelers loupe.

116 days (nearly 3 months), and not a speck of dust, even carried in my pocket all the time, and covered with various types of dust all too often

 

[Pyr0]

What? Sprint store doesn't tell you that you can get new exchange phone?... I went to corp sprint and told them that my hero got dust under the screen. Then they took it and inspected. Explained that I read from forums that if I have dust under my screen, I would get new phone. Then they went talk with repair guy then came back and they said, Right. Ordered it new replacement hero, not refurbishment hero and got it in few days. They said if it happens again with dust, they will replace it again, because its good for two year warranty from HTC. They said it's just bad manufacturing line. Anyway, I never got dust again since December. Maybe because I bought that body glove case protection in same day I got my second, does that matter? But still, they avoid you guys..

 

[meangreengdub]

Wanted to updated everyone, especially ACP. I just took my phone to Sprint and they took it to the back and got the dust out. It looks great and they didn't give me any hassle. Although when they brought it to me, there was a scratch under the screen so I gave it back and they fixed it up. Look's brand new.

It also appears that they replaced the chrome plate with the Talk and End keys because my paint had come off my talk button and now it looks new.

 

[April_Fool_79]

I've had my Hero since the day after Thanksgiving, and have no dust under the screen at all. The paint is peeling off my End button, but not the Talk button yet. Probably because I rarely use it.