So I literally had my Hero for a week. The other day I noticed dust under the glass. I really love this phone but I don't know what to do in the long run. I went back to the Sprint store where I bought it and they said they have only seen one other person with this issue. They attempted to "repair" it. They removed the glass and tried to clean it but this made it 100X times worse. In the end they eventually replaced the phone but were very hesitant to do so. They claimed we will only do this once for you and this is a cosmetic issue. No warranty or any kind of insurance would cover this they told me. That is very disconcerting to me. I contacted HTC to see what they would do if this were to happen again, but no response. I don't know if I should return the phone completely? I just don't want to be a couple months into my contract, and have a dust filled Hero and be SOL. I really hope the replacement stays dust free.
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They lied about one other person! Do a Google search for Sprint Hero Dust and see what you find.
pking
Well-Known Member
Got my hero at BestBuy - I'll never buy a phone anywhere else. They've been amazingly good to me, and I've swapped my phone 3 times in the last week 
The 'geek squad black tie' insurance, while $2 more expensive, is leaps and bounds better as well, I'm betting they'll swap my phone if it gets the dust issue no questions asked.
The 'geek squad black tie' insurance, while $2 more expensive, is leaps and bounds better as well, I'm betting they'll swap my phone if it gets the dust issue no questions asked.Got my hero at BestBuy - I'll never buy a phone anywhere else. They've been amazingly good to me, and I've swapped my phone 3 times in the last week
Really? Even after 30 days? Do they charge a deductible? Can you add their insurance even if you did not buy the phone there?
pking
Well-Known Member
I'm just going to make you jealous by laying it out, I apologize in advance
Pretty sure you'd have to have bought your phone from bestbuy, but I could be wrong, doesn't hurt to ask one of their mobile reps. Since they're a Sprint authorized reseller they may have some play there.
I don't have the specifics of the plan, but basically it's accidental damage protection, one-time battery replacement, wear-and-tear coverage (though I'm not sure exactly what this entails, probably at some cost), and a loaner-phone if they can't fix/replace yours right away. The booklet I've got states there may be a diagnostic fee (doesn't say how much) for them to troubleshoot, which is refunded if it turns out to be defect. Likely, your mobile rep won't charge that unless they're a total jerk
Pretty sure you'd have to have bought your phone from bestbuy, but I could be wrong, doesn't hurt to ask one of their mobile reps. Since they're a Sprint authorized reseller they may have some play there.
I don't have the specifics of the plan, but basically it's accidental damage protection, one-time battery replacement, wear-and-tear coverage (though I'm not sure exactly what this entails, probably at some cost), and a loaner-phone if they can't fix/replace yours right away. The booklet I've got states there may be a diagnostic fee (doesn't say how much) for them to troubleshoot, which is refunded if it turns out to be defect. Likely, your mobile rep won't charge that unless they're a total jerk
I'm just going to make you jealous by laying it out, I apologize in advance
Pretty sure you'd have to have bought your phone from bestbuy, but I could be wrong, doesn't hurt to ask one of their mobile reps. Since they're a Sprint authorized reseller they may have some play there.
I don't have the specifics of the plan, but basically it's accidental damage protection, one-time battery replacement, wear-and-tear coverage (though I'm not sure exactly what this entails, probably at some cost), and a loaner-phone if they can't fix/replace yours right away. The booklet I've got states there may be a diagnostic fee (doesn't say how much) for them to troubleshoot, which is refunded if it turns out to be defect. Likely, your mobile rep won't charge that unless they're a total jerk
Thanks for the information. I might have to return mine to where I bought it, and just buy it at Best Buy (minus the restocking fee). You have had it replaced 3 times, no questions asked? For dust under the screen every time?
pking
Well-Known Member
I haven't had the dust problem luckily. The first return was me switching to the Moment within the 30 day period, then that Moment died after ~3 days, the next one I got died two hours after that, and the 3rd replacement was switching back to the Hero. Technically all of these were in the '30 day satisfaction' period so I haven't exercised the insurance really.
I'd definitely talk to the mobile staff at BestBuy about it before making a return to the Sprint store - like I said they may have some leeway - and to make sure it's your best option.
I'd definitely talk to the mobile staff at BestBuy about it before making a return to the Sprint store - like I said they may have some leeway - and to make sure it's your best option.
Hold up pking...I thought you were allowed only one exchange at bestbuy?
So, you went from the hero >moment then back to hero? Is this the norm ?
I thought ya only allowed to switch once not twice?!?
t1jordan
Android Enthusiast
I have dust under the glass too.
Edaze55
Android Expert
When I exchanged my Hero for the Moment, they told me in no uncertain terms, that I would only have until the 8th should I decide that I didnt like the Moment to return it. Basing that time frame off the first purchase rather than the second. They made it seem like if I changed my mind, I could trade out again.
cswee10582
Member
When we signed up with sprint at bestbuy my gf and I both got a palm pre...but the guy who signed is up told us that we should check out the hero when it came out in a couple weeks....so we did and after a couple weeks went back to check it out. We were hesitant at first to leave the pre bit he assured us we could come back to the pre or any other phone within the 30 day window. Too bad the 30 day window was up like 2 days before the moment came out. Oh well, we both love our heroes.
Chris
Chris
Okay, I purchased my Hero from Best Buy and tomorrow my 30 day period ends. I have some specs under my glass, but it's not annoying at the moment. So what's the consensus? Is this a warranty item which will be replaced by Sprint during the normal 1 year warranty period (I would think so), or should I go back to Best buy and do an exchange tomorrow? I really don't want to exchange the phone until I know HTC has released phones that resolve the issue, since it's possible I'll just have another phone with dust getting inside.
Good to know. I wonder if that's the main entry point of all the dust.
On a completely unrelated note... how 'bout them Chargers (the football team)
SDscorch
Android Enthusiast
heh! messy win but we'll take it!lol
about the dust - idunno.. its a theory they seem to be operating on
i had the dust (very similar to the picture btw) in the upper right hand corner mostly and some in the lower left hand corner
saw it in the sunlight
never noticed it before - but once i noticed it, i just know it would bug me forever
about the dust - idunno.. its a theory they seem to be operating on
i had the dust (very similar to the picture btw) in the upper right hand corner mostly and some in the lower left hand corner
saw it in the sunlight
never noticed it before - but once i noticed it, i just know it would bug me forever
I contacted HTC directly and they said they are aware of the issue. It was a manufacturing defect. All they did was take down my info and told me they would have someone contact me when they have a resolution. I had gone through three hero's at that point and I realized that most likely every Hero has this problem to some degree.
I went to a couple different sprint stores and one manager said he is not aware of any issues with the phone and that is cosmetic damage which is not covered by any warranty or insurance. Another sprint store manager said that he has heard about it and would "most likely" replace under TEP.
Here is the fun part: I decided to return my Hero (within the 30 day grace period) and try out the HTC Eris on Verizon. I mean nice design, basically same phone, right? After about a day of use, noticed dust under the glass. So yes, the Eris has the same problem. Must be all HTC phones that share the similar design as the Hero. Most people won't mind, but something that little would drive me crazy.
Long story short, I now own a Motorola Droid. So my advice is that if it does not bother you, awesome, keep it. If it does, don't settle because a fix did not seem like it was coming soon. Good luck to everyone!
I went to a couple different sprint stores and one manager said he is not aware of any issues with the phone and that is cosmetic damage which is not covered by any warranty or insurance. Another sprint store manager said that he has heard about it and would "most likely" replace under TEP.
Here is the fun part: I decided to return my Hero (within the 30 day grace period) and try out the HTC Eris on Verizon. I mean nice design, basically same phone, right? After about a day of use, noticed dust under the glass. So yes, the Eris has the same problem. Must be all HTC phones that share the similar design as the Hero. Most people won't mind, but something that little would drive me crazy.
Long story short, I now own a Motorola Droid. So my advice is that if it does not bother you, awesome, keep it. If it does, don't settle because a fix did not seem like it was coming soon. Good luck to everyone!
I contacted Sprint (not my local sprint store, I called the 1800 tech support number) and they said that I'd have my new phone in a couple days dust free. The bad screen will be fixed on the new phone so no more dust. It will all be done for free, and I think I was on day 31 when I called them.
I now have dust beginning to accumulate under my screen, as well. Have had the phone for one month and the only time I have ever removed the back cover was two days ago when my SD card mysteriously crapped out on me...and that's when the dust seems to have appeared.
This is a design defect, plain and simple. It happened on my Motorola, it happened on my Pre and now it's happening on the Hero. You'd think that somewhere along the way, these manufacturers would have figured out a way to keep this from being a problem.
This phone's appeal is rapidly losing its luster with all of the technical and now physical problems I'm having...
-Z-
This is a design defect, plain and simple. It happened on my Motorola, it happened on my Pre and now it's happening on the Hero. You'd think that somewhere along the way, these manufacturers would have figured out a way to keep this from being a problem.
This phone's appeal is rapidly losing its luster with all of the technical and now physical problems I'm having...
-Z-
sadly enough i returned my 1st hero for this problem, but felt as though sprint was going to screw me because when the rep told me it was cosmetic and doesnt take away from the functionality of the phone, but he would only replace it once. i returned it and went back to my tp2 until there is a fix for this issue. i really loved this phone, but the rep made me feel like they were not going to do anything for the dust after my 30 days.
Ganja_Natty
Newbie
Same as the guy above me, I called HTC and basically they said its the phone that is the problem. They took my contact info and told me they would contact me when they find a solution for the problem. The problem is cleaning the phone is most likely temporary, because why wouldn't the dust get in again? Also if they fix the phones and decide to replace every bodies phones with new ones that don't accumulate dust, there's no way they could transfer all the settings, contacts, and other important info that we have already put in the bad phones. So its a lose lose either way u look at it.
Mrniceguy
Well-Known Member
Same as the guy above me, I called HTC and basically they said its the phone that is the problem. They took my contact info and told me they would contact me when they find a solution for the problem. The problem is cleaning the phone is most likely temporary, because why wouldn't the dust get in again? Also if they fix the phones and decide to replace every bodies phones with new ones that don't accumulate dust, there's no way they could transfer all the settings, contacts, and other important info that we have already put in the bad phones. So its a lose lose either way u look at it.
if your phone is rooted you could do a nandroid backup....
Herodroid
Well-Known Member
I noticed dust under my screen as well.
I purchased it from Best Buy and was over the 30 day trial. I called Sprint customer service and explained the problem. They told me to take it to the Sprint repair store and they will try to fix it or replace it. I mentioned I bought it from Best Buy and they said that shouldn't matter, they would take care of it.
I showed it to the tech at the Sprint store and he ordered me another phone. Unfortunately, I will be getting a refurbished unit, but better than nothing. The tech said the problem is the glass screen wasn't grounded properly on the older batch of phones and static electricity was attracting the dust. He said the refurb should have the problem fixed. We'll see when it arrives.
I purchased it from Best Buy and was over the 30 day trial. I called Sprint customer service and explained the problem. They told me to take it to the Sprint repair store and they will try to fix it or replace it. I mentioned I bought it from Best Buy and they said that shouldn't matter, they would take care of it.
I showed it to the tech at the Sprint store and he ordered me another phone. Unfortunately, I will be getting a refurbished unit, but better than nothing. The tech said the problem is the glass screen wasn't grounded properly on the older batch of phones and static electricity was attracting the dust. He said the refurb should have the problem fixed. We'll see when it arrives.
acp
Android Expert
I actually get tilted when I see people having trouble returning their defective phones and at Sprint for lying. I have dust too, but it doesn't bother me anymore than then the loose keyboard I had on the moment. If HTC comes up with a solution I will get a replacement, so for now I'm content