HTC Overheating Defect > HTCs ANSWER last post
 

Scroll down to the bold area if you already read the top.

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http://forum.ppcgeeks.com/showpost.p...&postcount=338

http://forum.ppcgeeks.com/showpost.p...&postcount=339

http://forum.ppcgeeks.com/showthread.php?t=49405

http://forum.ppcgeeks.com/showthread.php?t=66509

http://forum.ppcgeeks.com/showthread...mond+has+worms


Like many of you I also got hit with the newton ring on the screen of my AT&T branded HTC Touch Pro.

HTC said that it was caused by a pressure point and the screen was not flat, not a defect, thus causing the touch function to stop working. Thus, HTC said that I would have to pay $202.50 or .60, to have it repaired.

And after repairing, since we all know what the real problem is, they give you 90 days repair warranty, but since they originally said it was my fault, if it happens again, I'm screwed, yet again!

Obviously, we all know that we baby our phones and would never exact our phone's screens to any amounts of pressure past the screens limit.

And we all know that these phones have a tendency to overheat when used for prolonged periods of time - when used as a GPS in your car and charging simultaneously.

Are we not supposed to use our phones for GPS when it comes with the GPS Antennae installed?

Is it really the consumers fault when I'm sure hundreds of people have experienced the same ugly newton ring rainbow rectangle or circle on their nice new Touch Pro or Diamond screen?

It's outrageous how much these pretty devices cost just to have the screen first get an ugly rainbow rectangle, and then it causes the touch function to die. What if you happen to have the Diamond, and are out alone somewhere, and because of the newton ring, your touch function dies, and you need to call 911 because you need help?! What are you going to do?!? You don't have a slide-out keyboard as a backup!

And what about everyone that's going to buy the Touch Pro 2 and Diamond 2, and everyone that has older HTC models with this same problem? Doesn't it outrage you that this problem still exists, and instead of owning up and creating a better touchscreen that could deal with the overheating, HTC would rather just have us pay them over and over?! Maybe this is how they'll get the funding to make a better screen.......


Here's a bunch of different forums with threads about the same problem to document that tons of people are also having to deal with it; some say HTC repaired under warranty, some say they had to call HTC a bunch of times and complain to get it repaired under warranty, or there's those like me who haven't yet tried calling back because we don't know what to say to get them to repair under warranty and not user abuse:

http://forum.xda-developers.com/showthread.php?t=439410

http://forum.xda-developers.com/showthread.php?t=502271

http://www.sprintusers.com/forum/sho...d.php?t=185986

http://forum.xda-developers.com/show...hlight=rainbow

http://forum.xda-developers.com/show...ight=rectangle -- person sent in their phone and received the same response

http://forum.xda-developers.com/show...ight=rectangle

http://forum.xda-developers.com/showthread.php?t=432559

http://forum.xda-developers.com/showthread.php?t=428262

http://forum.xda-developers.com/show...ight=rectangle

http://forum.xda-developers.com/show...hlight=rainbow

http://forum.xda-developers.com/show...ht=spot+screen

http://forum.xda-developers.com/showthread.php?t=475294

http://forum.xda-developers.com/show...hlight=rainbow the second occurance for this person


they said my screen wasn't flat, maybe they did that themselves?--->

http://www.modaco.com/content/smartp...ntre-problems/

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Ok so can you at least tell me what I need to say to HTC to get it repaired under the warranty? Or am I pretty much cluster-F-ed since they said the screen wasn't flat, which doesn't make any sense whatsoever since I know how much pressure to apply to the screen - BASICALLY NO PRESSURE!


any advice since my phone is currently in Indianapolis at HTC and I only have 9 days left to respond before they charge the $35 and send it back



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ok so HTC originally told me that the screen wasn't flat because it had a pressure point.. well either they did that themselves or, DUH, heat causes things to warp, and I know this whole problem was because the phone was constantly overheating!

Now I just need to know what to say over the phone to have them own up to their damn overheating issue and fix the thing for free!


http://forum.ppcgeeks.com/showthread.php?t=41724&page=51 his phone overheats

http://forum.ppcgeeks.com/showpost.php?p=575259&postcount=540

and yes mine gets too hot to hold or touch for that matter when its charging and 1. the screen is on. 2. the screen is on and i'm using gps. 3. the screen is on during a call. 4. the screen is on during a speakerphone call.

so how the heck am I supposed to use the phone while its charging during a call? It gets too hot! The back where the battery resides reaches almost to the point of a burning temperature it feels only a hairline away from burning my hand!



the proof of the Touch Pro's overheating:

http://forums.whirlpool.net.au/forum-replies-archive.cfm/1076262.html basically my problem

http://forums.verizon.com/vrzn/board/message?board.id=Smartphone&thread.id=1390 read the last post

http://forums.crackberry.com/f21/htc-touch-pro-93498/ its mixed around in posts

http://www.sprintusers.com/forum/archive/index.php/t-179994.html

http://forum.ppcgeeks.com/showthread.php?t=47032

http://forum.ppcgeeks.com/showthread.php?t=56431 DIAMOND AND TP

http://www.engadget.com/2009/02/27/n...s-of-overheat/ scroll to Yankees368 post:

"then why the hell does by HTC Touch Pro (CDMA, Sprint) not get recalled. This thing could cook an egg, and actually stops charging while making a call, as it over heats."

http://www.engadget.com/2009/02/27/ntt-docomos-overheating-blackberry-bold-not-caused-by-battery?icid=sphere_blogsmith_inpage_engadget SCROLL DOWN TO SCRAPMAKER'S POST:

"My HTC Pro on Sprint easily got to 127F all the time. More than 30 people complained about it too. I guess HTC just doesn't give a damn... It got too hot to hold on regular phone calls. After an hour-long phone call, the battery would be nearly drained, even while plugged into the charger. Radio portion of phone would register 116-127F. I swear I thought the plastic would warp after time. I also thought maybe my phone was defective, so I went through 6 of them until I gave up and went back to my original Touch.My HTC Pro on Sprint easily got to 127F all the time. More than 30 people complained about it too. I guess HTC just doesn't give a damn... It got too hot to hold on regular phone calls. After an hour-long phone call, the battery would be nearly drained, even while plugged into the charger. Radio portion of phone would register 116-127F. I swear I thought the plastic would warp after time. I also thought maybe my phone was defective, so I went through 6 of them until I gave up and went back to my original Touch."

http://forum.ppcgeeks.com/showpost.php?p=750539&postcount=46 quoted here:

"I had this issue last week and though the phone was messed up. When I saw this, I laughed so hard my coworkers thought I was crazy. LOL

I went into a Sprint repair store on the weekend and the representative there informed me that while I'm surfing the internet I shouldn't have the charger plugged in. I noticed that while I'm using the phone as a GPS or just talking on the phone while it's on the charger it heats up. WTF... you can't use and charge your phone at the same time? What a Crock... LOL"

REALLY? WE CAN'T CHARGE AND USE THE PHONE AT THE SAME TIME? IS THAT SO? HMMM..MY POINT EXACTLY.

http://forum.ppcgeeks.com/showpost.php?p=753675&postcount=60 ouch! i know what he means!



Overheating Diamonds (dont know if they are with or without the heatsync, depends on each person's phone)--

http://www.mobiletoday.co.uk/news.aspx?id=39434&fid=150

http://forums.intomobile.com/htc/79159-htc-touch-diamond-overheated-help-please.html

http://www.sprintusers.com/forum/archive/index.php/t-179994.html



SHADOW-

http://www.htcwiki.com/thread/1152436/Shadow+overheating?t=anon

Re: HTC Class Action Lawsuit
 

What do you expect? no need to have a lawsuit. the tp2 will be out soon too...

Re: HTC Class Action Lawsuit
 

Do you want the TP2 to have the same problem, and if it does, do you want HTC to say, it's your fault? I don't think so. This problem has existed for a long time and needs to be resolved one way or another. If the TP2 and Diamond 2 don't have the problem, then good for them, there's still tons of us that still have the TP and the Diamond that DO have the problem. And I'm not going to pay the cost of the TP2 or Diamond 2 when I don't know if the problem is still going to happen to those models as well, and then have 2 bricks - one TP and one TP2 or Diamond 2.

Re: HTC Class Action Lawsuit
 

Thats why i dont have AT&T, no PDA insurance. TEP on Sprint, no payment necessary., As far as "babying" our phones, just because you dont think you are putting major amounts of pressure on the screen doesnt mean you arent. Some people are definitely harder on phones than others. The TP or Diamond, any PDA for that matter, is a muti-function device, not specifically meant to do just GPS, just internet, just phone. It is to be used as an all in one device. Obviously, you arent complaining about any of the things a PC can do over a PPC, so why complain about GPS functions heating the battery, go get a GPS receiver for your vehicle.

Re: HTC Class Action Lawsuit
 

AT&T does have $5 month insurance on all phones including smartphones now (not sure about the I-phone)

And yes, it is a multi-function device which means you don't need to buy a separate GPS unit! And I am well aware I'm not putting major pressure on the screen. The phone is never in my pockets, the only thing that ever touches it is the stylus and my fingers, I think I know how to use a touchscreen with the correct amount of pressure which is basically no pressure!

The phone gets pretty hot when you do a lot of things, try using the speaker phone for a long time, it gets really hot especially if you are charging the phone, and I'm talking about having the screen off during the call and it still gets very hot!

Neither of these scenarios are due to abuse/misuse. I'm using the phone the way it's supposed to be used! It shouldn't overheat, and if it does it shouldn't be on me to have to pay to repair what the overheating causes --- the newton ring!

Re: HTC Class Action Lawsuit
 

A sprint store actually told me i would have to go thru asurion to get it fixed, $100. every person i know that has the diamond,TP, and vogue, have seen the rainbow at least once..

Re: HTC Class Action Lawsuit
 

There shouldn't be any payment to get it fixed if you pay the $7 TEP Insurance every month. They only thing you have to pay for is a $100 deductible if they have to replace it.

Re: HTC Class Action Lawsuit
 

yea, there shouldn't, but they were tryin to get me to do that. luckily the screen started having actual serious problems about a month after and they felt that was fine for an in-store swap... odd people they are..

Re: HTC Phones Overheating Defect
 

I am getting alittle confused regarding this thread. I understand the rectangular rainbow issue regarding the touch screen layers separating. The cause of this is a manufacturing defect. The pressure point, moisture and overheating causes may be causes that creates the same symptoms.The symptom being the rectangular separation although the other causes may create other symptoms that may be slightly different than the manufacturing defect cause. I have not experienced the extreme overheating problem others are although I have experienced some heat which is hotter than at other times.

Re: HTC Phones Overheating Defect
 

well I didn't know if the defect just happens by itself since my phone was always overheating and then the rectangle appeared, so I assumed the overheating had something to do with it, which according to what you just said, it must've been due to the overheating indeed.

I just need to make sure I'm fully prepared when I call them on Monday and know what to say to them to get the point across that it's not my fault. Do I need to ask for a supervisor and am I able to have them look at all the links I posted, that prove that everyone else has the same problem? Or do I just have to work it out with a supervisor?

What is everyone saying to HTC America to get their **** fixed under warranty?

Re: HTC Phones Overheating Defect
 

Just for the record, I have been with Sprint for 9 years thru ups and downs and they have taken care of my Diamond issues and replaced it twice for 2 separate issues. No charge and I have TEP.As I previously posted, the issues were1) stylus magnet failure 2) touch screen separation failureI am not sure if they treated the 2 issues as warranty replacements or replaced the Diamonds under my TEP insurance.

Re: HTC Phones Overheating Defect
 

ok well today's Monday aka the day I call HTC and attempt to plead my case! Can't believe almost 500 views of the thread and only a few of you gave any input. Hopefully none of you run into the same problem I'm having!

Re: HTC Phones Overheating Defect
 

(keep in mind there was some liquid that snuck under the right side of the screen, BUT MAYBE IT'S BECAUSE THE HEAT MELTED THE SEAL that protects the screen from getting things like rain underneath it).

Ok I called and got this answer:


Pressure point in the middle of the screen caused the rectangle, the liquid on the right side of the screen voids the warranty anyway, we have no way to determine which event happened first.

The tech says that it was clearly caused by a pressure point and was not a battery issue (apparently she did or didn't bring up the overheating battery BEFORE i even mentioned when I called them today, I doubt she did).

Ok so your battery overheats, well I suggest you get a new battery when you get your phone back. (because it's definintely not defective and definitely wouldn't be the reason that 1. the phone warped from the extreme overheating causing the said "pressure point." 2. the overheating may have melted whatever seal that protects the lcd from outside factors like RAIN, thus allowing some liquid to enter the screen)

Many customers read blogs, BUT IT DOESN'T MATTER WHAT THE BLOGS SAY because we work on a case by case basis.


Thanks I'm going to have to call you back.

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Oh hell no.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

Tough situation to get a good resolve to due to the liquid that got into your screen. They said that the water liquid voided your warranty. Sounds like if the liquid did not enter your screen, the Pro would have been covered under warranty regarding the screen halo. But they said that there was a pressure point and that is not covered so I am little confused by their answer. If not for the liquid, you might have had a better chance of a warranty replacement.So what is your option, to pay the $202.50?

Re: HTC Overheating Defect > HTCs ANSWER last post
 

yeah well I'm pretty sure the liquid wouldn't of been able to get under the right edge of the screen in the little bitty crack that separates the screen from the plastic body, if the seal was still there which is why I think the overheating melted the seal

and of course we all know that the overheating caused the rectangle as well. so even if i got the phone repaired, the battery is still going to overheat which causes the entire phone to get extremely hot, and then the rectangle will most likely happen again.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

i feel bad for you op, that's exactly why i won't be buying the next whatever htc throws our way. i'm waiting on tp #5!

Re: HTC Overheating Defect > HTCs ANSWER last post
 

Things would have been different with another carrier such as Sprint which would have compensated for the unfairness of HTC.

Re: HTC Class Action Lawsuit
 

yeh of course the TP2 will be out soon... but why should we have to dish out more money when the phone we originally bought should be working peachy.


I am not one to sue individuals; however I strongly feel a Class Action Law Suit may be a good solution to this mess.

repair my phone or give me a working one. bottom line.


Sprint is really getting under my skin placing the blame on the consumers for this issue, and saying they will not cover it under the insurance... because it "Happens to every touch phone"

Re: HTC Overheating Defect > HTCs ANSWER last post
 

What won't Sprint cover because it happens to every touch phone?
Plus remember that with a class action law suit, usually the only ones that make money are the lawyers with their enormous fees and the litigants make pennies on the dollar.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

You need to get a good trial lawyer to use one of these devices for business and personal use and let them experience these issues. Then something might be done/exposed.
Better yet, lawyers that handle military cases or work in our bloated government! :-*

Re: HTC Overheating Defect > HTCs ANSWER last post
 

I am not looking to make money

nor would I assume most people with this issue

I would simply like to see the problem fixed, option to switch the phone out for a different unit (maybe even let people with old phone plans have a pre in exchange)

or let people leave with out the early termination fees

Re: HTC Overheating Defect > HTCs ANSWER last post
 

It isn't right but manufacturers have been releasing devices with known bugs for quite awhile and not just HTC.
Sanyo comes to mind. Although Sanyo isn't around anymore.
It appears to be the lesser of 2 evils regarding holding up a device until ALL issues are resolved or releasing the devices with as few issues as possible and coming up with a solution at a later date.
As long as the Manufacturer admits there is an issue and warranties the product and takes care of the customer, all is well.
The Manufacturer should also give the option to the customer to let their carrier repair or replace the device so the issue can be resolved as quickly as possible.
What is NOT RIGHT is for the Manufacturer or Carrier to blame the Customer for the known defect and/or not admitting to a known defect which sometimes is the status quo.
Also what is NOT RIGHT is for the Customer to have to jump through hoops to resolve a known manufacturing issue.
Sprint has been pretty good in resolving the Diamond issues that I have had since purchasing the device in October 2008, but many hours have been spent traveling and in store to resolve these issues which should not have to be.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

ummm, can anyone name a phone that came out and didnt have bugs? winmo has had like 5 upgrades over the yrs, and all fixed bugs and added features.. s60 platform, 5th edition now, fixes bugs everytime and new features. iPhone, their on their 3rd release and have 2 or 3 updates since it came out....

no phone will be perfect, ever.. their made and designed by humans, therefore, they cant be perfect because humans arent perfect.. we'll always find a bug,clitch,error somewhere...especially when were tweaking the hell out of it..


and overheating issues are due to the radio in the pro, feel free to change it.. wont go away but some are better... besides, talking,txting,web surfing, gps, send/recieve schedules, is there a reason you expect it to not get warm from usage???

Re: HTC Overheating Defect > HTCs ANSWER last post
 

ahh ****... this just happened to my htc touch pro i can see everything on the phone but the screen wont respond at all... this totally sucks. Im on cricket so i dont have insurance on the pro. i was planning on hanging on to this phone till the pro2 came out but i guess thats it for my pro : [ ... i cant buy another phone till next week... so for now i can only answer and end calls... i cant text back since i have to press send on the screen... unless someone knows a way around that? i wish it had the soft buttons that the apache and mogul had : [ any help for now? also i was wondering if i get a new screen would it fix it?

Re: HTC Overheating Defect > HTCs ANSWER last post
 

May be a Digitizer issue but I think it is recommended to change the screen and digitizer at the same time.
There are services that sell and do the install for a fee.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

Before spewing all that nonsense, can you tell me the amount of upgrades that sprint have released for our touch pro's? No Os updates and a crappy patch to fix a problem that no one had. The key is that others fix their bugs but HTC just releases another phone with more issues than the last.

I am patiently waiting for a fix for gps lag but that will never happen. This is surely my last. He said that his phone gets nearly too hot to touch. How the hell is that getting warm from usage?

I like my phone after a hard reset but that quickly changes when it starts to lag and this is on multiple roms. I have the rectangle oil slick mark in the center of my screen. I will live with that.

I just pray that the Omnia Pro comes to sprint.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

this thread is getting hotter than a touch pro!

Re: HTC Overheating Defect > HTCs ANSWER last post
 

The digitizer separation which is causing the rectangle will most likely get larger and within 2 months will ENGULF MUCH OF YOUR TOUCH SCREEN AND IT WILL CEASE TO EXIST!
In other words, the TOUCH SCREEN will fail to function as happened to me.
I suggest replacing your device before the inevitable happens :)

Re: HTC Overheating Defect > HTCs ANSWER last post
 

It's been like that for nearly 4 months now. I'll keep it for as long as I can before changing it for a refurb with more issues that I am having now. Hopefully it doesn't get any bigger.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

So you guys think if i buy a new screen my phone will work? i just wouldnt want to spend money on it for nothing : [

Re: HTC Overheating Defect > HTCs ANSWER last post
 

too hot to touch, my a**, first if it was so hot it was lterally burning you, itd be over 160 degress, your battery(which you claim is whats hot) would incinerate or explode at those temps... again, its the radios causing the heat, change em up, some do reduce it...

i dont know why people buy such high end phones and either activate it on a carrier that doesnt offer insurance, or dont buy the insurance at all.... its your own fault if you get stuck with high costs for repairs then

Re: HTC Overheating Defect > HTCs ANSWER last post
 

I will post this on any forum thread pertaining to HTC screens with a delamination issue (My touch pro is suffering now):
POST THE COMPLAINT VIA HTC's WEBSITE EVEN IF YOUR CARRIER AGREES TO FIX THE HANDSET!
The US site for HTC support is http://www.htc.com/us/CS_Mail.aspx each country will have their own support site. HTC tech reps and cust service reps are physically and virtually separated (communications are bad between the groups). The only way to get this issue remedied properly is to FLOOD HTC with inquiries about this problem. HTC has asked that we do this and document the issue with 2-3 pics per inquiry. Be sure to mention that there are hundreds of individual posts indicating this is widespread and that some people have discussed the possibility of a class action suit. Don't screw yourself and others with inactivity, please submit your concerns to get this issue logged and recalled/fixed. Thanks.

Jason

Re: HTC Overheating Defect > HTCs ANSWER last post
 

This issue sucks as it happened to me a few months ago.
HTC asked me to send my Diamond in but Sprint took care of the problem for me with a replacement with no deductible.
I have TEP but did not have to use it. It was handled as a warranty issue.
Hopefully the separation issue won't happen again but I have a feeling it will occur in the future.
It appears that other devices with touch screens from other manufacturers are having the same
issues.
Examples are the Samsung Instinct and Blackberry devices.
This is what I was told by a Sprint store rep.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

So this is happening again to my previously repaired TouchPro. My phone came back from the last repair (two weeks away from me mind you) with a non-functional LED near the earpiece speaker, and a non-functioning accelerometer. Multiple conversations with HTC and a supervisor intervention and I never got a call back to fix the issue. Fast forward 6 months (January) and the screen is delaminating again. HTC's first response is "excessive pressure". So here's what I said when I demanded to speak to a supervisor.

A) Isn't it just a bit odd that the newton ring is in the center of the screen only? I mean seriously, how many apps require you to touch the center of the screen?
B) So you claim it was excessive pressure, please indicate the method your technician used to support that claim? Oh you can't prove it can you (didn't think so).
C) I told the supervisor it's a hard pill for a company to swallow when they have to admit they have a substandard manufacturing process or defective part (just look at Toyota this past month). That doesn't mean you automatically push the responsibility to the consumer.
D) I now can (with a fair amount of certainty) recreate the problem. The newton ring showed up right after using bluetooth and gps (while running a GPS app) while on a road trip. The phone was also plugged into the charger. Phone got hot and next day newton ring. Can HTC recreate the excessive pressure issue (didn't think so).

And to all the toolbags who suggest that we are pushing these things too hard I say eat shit. My phone cost $300 subsidized not some $10 Razr, and comes with no disclaimers of any kind to indicate that multitasking and use of GPS/Bluetooth together are an issue. If the phone can't do all these things AS ADVERTISED then I suggest that HTC do something to prevent them from all running simultaneously. Until that happens, I expect full value and functionality for what I paid for. I shouldn't have to reflash the damn thing with some cooked ROM to ensure it doesn't self destruct -that's a load of shit and you guys know it.

Another interesting comment was made by the supervisor along the lines of "this doesn't seem to be a significant problem with other TP handsets". I told the guy there are hundreds of posts online and I will continue to stress this point. I will also do whatever is in my power to ensure that consumer protection and better business bureaus are aware of the issue if they continue to deny the problem.

Re: HTC Overheating Defect > HTCs ANSWER last post
 

Re: HTC Overheating Defect > HTCs ANSWER last post
 

This has been a known problem with the TP, but the TP2 is not really known for this kind of issue. To add to that considering you can ebay a used TP2 for 60-100 I dont see a need to pay a large sum to get one fixed.

What exactly do you do when it overheats?