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58 posts

Master Geek
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  Reply # 881789 20-Aug-2013 20:23
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Sigh. So all of a sudden tonight my 1 month old HTC One has started having backlight bleed I think. The top 1/4 of the screen is much brighter than the rest of the screen which is really annoying.

Sigh, getting a bit fed up. I know any device can have hardware issues but after having iPhones since the original on day 1 I have never had a single hardware issue with them, but my HTC One has this and the crap camera focus issue so I'm a bit bummed.

Anyone know what HTC support is like for returing/replacing the phone. Failing that what about Dick Smiths where I got it from? I'd want a replacement, not a repair as something that cost this much should last more than a month with a fault.

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  Reply # 881819 20-Aug-2013 21:02
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Under the CGA if the fault is major you are entitled to a replacement.

75 posts

Master Geek


Reply # 881845 20-Aug-2013 21:39
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AndyR: Sigh. So all of a sudden tonight my 1 month old HTC One has started having backlight bleed I think. The top 1/4 of the screen is much brighter than the rest of the screen which is really annoying.

Sigh, getting a bit fed up. I know any device can have hardware issues but after having iPhones since the original on day 1 I have never had a single hardware issue with them, but my HTC One has this and the crap camera focus issue so I'm a bit bummed.

Anyone know what HTC support is like for returing/replacing the phone. Failing that what about Dick Smiths where I got it from? I'd want a replacement, not a repair as something that cost this much should last more than a month with a fault.


Under the CGA you do not need to deal with HTC, it is the responsibility of Dick Smith to remedy the fault. They cannot fob you off with words about the manufacturer. Under the Act the primary remedies are refund, repair or replacement. Because this is the first issue with the device the decision for remedy generally falls with the retailer (i.e. they can choose to attempt a repair). However, there are a number of factors that are used to decide the seriousness of a fault. If the fault is serious then you have the right to request which ever of the three remedies you prefer. If you cannot show that the fault is serious the decision remains with the retailer, for now.

Because the handset is at the high end of the market ($899-1099) this elevates the seriousness of the fault. So to does that fact that it is only 1 month old.
If you can show a link between the fault and degraded ability to use the stated functions of the device (i.e. use/read the touch screen) this further elevates your fault.

My Lumia 920 had a number of issues and in the end after I gave Telecom and Nokia plenty of time to remedy the faults I made it clear that I thought the fault was serious and stated this a number of times. My advice is to take it back to Dick Smith and tell them its a serious fault for the reasons above and that means the decision on remedy is yours and not theirs. State clearly you want a replacement/refund and stick to your guns. If they try and tell you they want to send it for repair be very resistant. That's your best chance for getting a straight replacement, if it ends up a repair it should be repaired to expected new standard, should the fault or a substantially similar fault occur again you have an instant right to decide the remedy under the Act.

Most of the sales people you will face either do not know consumers actual rights under the CGA or have been told by their managers to resist replacement under the Act unless absolutely necessary (i.e. you really challenge them on it).

Good luck, let us know how you get on :)

58 posts

Master Geek
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  Reply # 881877 20-Aug-2013 22:20
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Thanks guys.

Weirdly the backlight seems to have fixed itself now? There is still a definate lighter patch at the top of the screen which I dont think was there before though. But yeah with that and the camera issue I think i might just take it back and ask for a replacement. The fact the camera will not focus 90% of the time and I'm just getting a stream of blurry unusable shots even on a clear day makes it pretty useless to me so I might tackle the refund on that angle.

256 posts

Ultimate Geek
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  Reply # 881931 21-Aug-2013 02:30
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Have seen this headline a couple of times now. Hopefully if they do get it in Sept, the rest of us won't be far behind:

TechRadar AU
HTC One should nab the Android 4.3 update by the end of September
http://www.techradar.com/us/news/phone-and-communications/mobile-phones/htc-one-should-nab-the-android-4-3-update-by-the-end-of-september-1174349?src=rss&attr=all



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  Reply # 881964 21-Aug-2013 08:27
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So if that's correct, that will be the X.XX.401.X European version first. Add the same period of time that the last update took to reach local handsets after the 401 release and November would be realistic.
I'm going to need to root my phone to get some of its toggling functions removed by Google, back. I wonder what else will disappear with 4.3?




Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

58 posts

Master Geek
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  Reply # 882013 21-Aug-2013 10:00
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As I expected. Dick Smiths are being a bunch of twits around this. They are telling me the exchange period is 14 days from purchase, mine has been 21. So they are refusing to budge and saying they will only send it for repair. Screw that, I tried arguing with the manager but they will not budge so I'm stuck.
Knew i shouldn't have brought from Dick Smiths, that'll teach me. Apple will straight replace an iPhone in the first year, but here I have a HTC 3 weeks later and they want to repair it. So cheesed off right now.
Last time I buy from Dick Smiths and last time I buy HTC.

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  Reply # 882029 21-Aug-2013 10:33
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Dingbatt: So if that's correct, that will be the X.XX.401.X European version first. Add the same period of time that the last update took to reach local handsets after the 401 release and November would be realistic.
I'm going to need to root my phone to get some of its toggling functions removed by Google, back. I wonder what else will disappear with 4.3?


So about the same time as 5.0 is rumoured to be released?

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  Reply # 882031 21-Aug-2013 10:38
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AndyR: As I expected. Dick Smiths are being a bunch of twits around this. They are telling me the exchange period is 14 days from purchase, mine has been 21. So they are refusing to budge and saying they will only send it for repair. Screw that, I tried arguing with the manager but they will not budge so I'm stuck.
Knew i shouldn't have brought from Dick Smiths, that'll teach me. Apple will straight replace an iPhone in the first year, but here I have a HTC 3 weeks later and they want to repair it. So cheesed off right now.
Last time I buy from Dick Smiths and last time I buy HTC.


Hmm, i had a similar experience from Warehouse Stationery. I had bought my One from them and about 10 days later took it back to them saying the Gap issue was on the phone and i wanted it replaced. they sent the phone away for inspections and about a week later i had a brand new one with me. it was kind of annoying but they did replace it.

Ya Dick Smith are a bit annoying about such things, but most of the places are like that here. At least they are better than the parallel import places where those guys have to send it off for a month before getting back to you..

if i were you, i would try again saying this is a defective product and you want a replacement under the CGA as it has not even been a month since you have had the product and it is showing signs that it is defective.



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  Reply # 882084 21-Aug-2013 11:25
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Wade:
Dingbatt: So if that's correct, that will be the X.XX.401.X European version first. Add the same period of time that the last update took to reach local handsets after the 401 release and November would be realistic.
I'm going to need to root my phone to get some of its toggling functions removed by Google, back. I wonder what else will disappear with 4.3?


So about the same time as 5.0 is rumoured to be released?


So what's your point? We received 4.2 for the One after 4.3 was released for Google devices. It's a fact of life that there is a delay between vanilla android releases and oem firmware updates. People have the opportunity to root and install GPE firmware if they want things sooner. At the moment I prefer that the 401 owners are used to beta test major updates.




Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

75 posts

Master Geek


  Reply # 882095 21-Aug-2013 11:39
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AndyR: As I expected. Dick Smiths are being a bunch of twits around this. They are telling me the exchange period is 14 days from purchase, mine has been 21. So they are refusing to budge and saying they will only send it for repair. Screw that, I tried arguing with the manager but they will not budge so I'm stuck.
Knew i shouldn't have brought from Dick Smiths, that'll teach me. Apple will straight replace an iPhone in the first year, but here I have a HTC 3 weeks later and they want to repair it. So cheesed off right now.
Last time I buy from Dick Smiths and last time I buy HTC.


I know that it is annoying but your case is a borderline one in terms of classification as a serious fault under the act. You should put your concerns in writing with a detailed outline of all of the problems you have with the handset, when they occurred and their impact on degradation of handset performance below expected and advertised specifications. There is a great template letter on the ministry of consumer affairs website that I have used myself in the past. If you think it will help you may wish to threaten to lodge a complaint under the Act with the disputes tribunal, this isn't always wise because you don't want to make them more resistive to solving your issue.

I think you may have to just cop the time without the phone whilst they send it for repair as one of those things. Unfortunately with all goods there is a chance some people will not get a perfect product first time and this happens to be you this time. But should any other faults develop or redevelop again in the future you will be well within your rights to demand immediate replacement.

I do feel for you though, the reason I have an HTC One now is because I demanded that Telecom replace my Nokia Lumia 920 after it suffered 3 faults in quick succession - before replacement with the One I had the Lumia for 6 out of 33 days. It made me realise how much I'd come to rely on my smartphone for work when I was stuck with a very early Motorola Android handset with a physical keyboard lol.

58 posts

Master Geek
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  Reply # 882144 21-Aug-2013 13:03
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Thanks guys.
Weirdly the backlight issue seems to have resolved itself now, I'm really not sure what happened there but its looking fine this morning again. Odd. Won't help my case if I take that in store like that.
And the camera, I'm totally not sure either now, starting to doubt myself that its not just the camera design that is the issue and maybe not faulty. Maybe I have been reading too many forums where people have had the same issue with it not focusing all the time, or it focus hunting a lot and pictures being blurry etc, where some take it and have it replaced/repaired and some don't. My worry is getting a duffer one back if I get it replaced now.

Guess overall I'm just still used to the customer service you get in the UK and US after living in both countries so long, that I have to keep reminding myself that it doesn't work the same here in little old NZ. You get used to having something replaced in store or next day post, so when here everything is a battle and takes weeks to get someone sent of an replaced it becomes a pain, esp when its something you rely on each day like a smartphone.

I rang the store back earlier to try and plead my case again and they said flat out they are not replacing it as its not a serious fault because the camera works, its just blurry some of the time?!?! They told me it would go with repair, thats my only option, and if I want to do that the current time is 3 weeks. So same time as I have had my phone then.....

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Master Geek
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  Reply # 882146 21-Aug-2013 13:10
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On Android Central. A news post states that the presodent of HTC is working hard to bring 4.3 to htc one phones in canada and the US by september! This means hope for us.

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  Reply # 882150 21-Aug-2013 13:13
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well due to camera problems I also bought galaxy s4 but that suffers battery life. Under half of the HTC One.  So dilemma, keep HTC ONE or Galaxy S4 and hope problems will be fixed in Android 4.3.  HTC One feels better overall.  Some photos are good while majority are blurry.  If hardware surely all would be blurry.  Of course I also worry about camera lens now after someone pointed that out on XDA site.




HTPC Intel Pentium G3258 cpu, Gigabyte H97n-wifi motherboard, , 8GB DDR3 ram, onboard  graphics. Hauppuage HVR 5500 tuner,  Silverstone LC16M case, Windows 10 pro 64 bit using Nextpvr and Kodi


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Master Geek
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  Reply # 882171 21-Aug-2013 13:43
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Gilco2: well due to camera problems I also bought galaxy s4 but that suffers battery life. Under half of the HTC One.  So dilemma, keep HTC ONE or Galaxy S4 and hope problems will be fixed in Android 4.3.  HTC One feels better overall.  Some photos are good while majority are blurry.  If hardware surely all would be blurry.  Of course I also worry about camera lens now after someone pointed that out on XDA site.


Cool ta.  I'll have a think and see how I get on.  last weekend was the first time since I've had the HTC that I've been able to try it outside in proper sunny conditions and I wasn't blown away which is what made me really think it was faulty.  All the pictures 18/20 were out of focus or heavily noisy, but 2 of them were fine.

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