Take it to a Sprint Repair center, not a retail store. Only a repair center can assess it and order a replacement or issue a replacement if they have one. A retail store will send you to a repair center.
Other option is, contact HTC, send the phone to them and they'll repair it under warranty and then return it.
This says that this problem is solved by going to the nearest store to fix your phone. I had the same thing happen to mine. The difference being that after the screen went 1/2 black, the phone heated up in my hand to a temperature that required me too put down the phone. It was that hot. It would not reboot/reset. I took the phone to the store and since it was day 15, I was told I could not exchange it. When I let them know I refused to leave with this phone (I was concerned about burning my house down), he called his manager and they replaced the phone. Unfortunately, they replaced it with another Bolt. No option to get a different phone. Now, here I am several weeks later with a phone I absolutely hate. The sound when it rings has become "tinny." The double tap to turn on the phone is hit or miss. The on/off button on the side works occassionally, but not always. Sometimes the phone turns off after sitting unused for too long. Sometimes, it stays on. The battery life is pretty bad. I wish I would have gone with the HTC 10. I am a huge HTC fan but this phone makes me physically upset when I use it. I feel like there was a contest at the Sprint store on who get get the most Bolt phones sold and get their money before paople figured out it was a fundamentally bad product!
The OEM won't voluntarily issue a recall out of the goodness of their heart. They need to be forced. Unfortunately, HTC would rather compel people to waive their consumer rights if they want any warranty repairs done by HTC. They will not even look at your phone until you agree to their new terms. Once you agree, you are no longer protected by your state laws, but are subject to the laws of Washington state, meanwhile your phone is in a repair shop in Texas. Neither Sprint nor HTC cares, or they wouldn't still be selling lemons. Sprint told me to send my bolt to HTC. I contacted HTC and was sent a contract that stated the agreement was governed only by the laws of Washington. It also stated I would be charged for diagnostics if they don't find anything wrong or if they determine it's not covered under warranty. I would also have to pay to ship the phone to Texas. The laws of my state require them to provide repairs within my state and after three repairs for the same defect, they must replace it. Many states have lemon laws which cover electronics. HTC doesn't want to comply with them. When I informed them of my state laws, they gave me the address of their legal department and suggested that if I sent them a letter, they would refund my money. We'll see.
Sorry to read about your device. We still don't know the what is causing the black screen on the HTC Bolt. However, you maybe able to get the device replaced at one of our Sprint corporate store, as long as it does not have a physical damage. Let us know if you have any other questions or concerns.
I am sorry to say that was not my experience Sprint-Juan. My wife and I have been cell phone users/customers ever since the days of Motorola Brick phones with GTE Mobilnet as the carrier. We have been customers of most of the major carriers ever since and wound up trying Sprint more than a decade ago now and have stuck with you because we have been happy and satisfied customers. Until now.
The two HTC Bolt phones my wife and I got the day after Thanksgiving 2016 were the first phones we actually paid for from any carrier with charges in addition to the contract/usage plan fees. Up until a couple of weeks ago we were very happy with these phones. Then mine started to get the black band of death. Upon a little investigation I found this to be a widly documented chronic defect in this brand/model of phone. Hoping for the best as a loyal customer I tried the following:
Contacted Sprint support via chat and then by phone. Was told I needed to work with a Sprint Repair store or HTC direct. No exchange or loaner available.
Contacted the Sprint Repair store. I was told they needed me to drive there (45 minute drive each way) and drop off the phone for a few days. I asked what I could do for a phone in the meantime and they suggested I find and old phone and reactivate it. Very inconvenient and costly in time and expense to make the two round trips.
Contacted my local Sprint store (not a Repair center) and was told they could take care of changing the active phone over and they recommended not to use the Repair center, rather that I should deal direct with HTC.
Every step of the way I was chastised for not paying for the extra insurance plan. Never had one before. Never really needed it before. Anyway, the saga continues.
Contacted HTC, no exchange available. Was told by HTC that "Sprint should have a loaner phone they can offer." Got the RMA and was told 3-10 days for repair. Send it at my expense and they will fix or replace and ship back.
Contacted Sprint Customer Service, asked to be connected with a customer loyalty or customer retention specialist. Lost over 5 hours of my life in blood pressure explosion inducing frustration from what was the very worst customer service I ever experienced. Worse than Comcast at their worst of times. (Comcast's customer service is beyond excellent now by the way as a result of how bad they became.) Spoke with at least three "supervisors." I lost count because the transfers and hold times were so long with calls being dropped and my having to call back, explaining my saga over and over again. Again told there was nothing they could do, I had to work directlty with HTC because I did not have the protection plan. I threatened to dump Sprint and change to T-Mobile (and honestly, if this is not resolved quickly we probably will). Wouldn't budge.
Gave up the fight in frustation. Went to my local Sprint store with the Bolt and my old trusty LG G2 and had them remove the card trays and help me ready the Bolt for shipment and activate the G2. In the few months the G2 was hibranating it developed a touch pad issue at the top of the screen and is frustrating to use, but it works. Local store continued to refuse to do anything more to help.
Took packed phone to post office. That was a mistake. USPS no longer accepts parcels with Li-ion batteries except for ground shipping and the estimate to get to HTC in TX was over a week. Left post office even more frustrated and upset. Calmed down and sent out the phone via FedEx last Friday, 3/31. On Monday 4/3 HTC confirms recepit. I waited until the phone was showing in repair status for two days and phoned HTC on Wednesday for an update. I was told they would not even research status until 10 business days had passed. I asked about an exchange because this is a known chronic failure and was denied. Spoke with an HTC support supervisor and had the same response. Had I purchased from HTC directy from their website instead of Sprint I would have their 1 year opps coverage and an advance replacement new phone would have been on the way, but since I purchased from Sprint (the exclusive carrier in the US for this make/model phone!) I was out of luck and had to wait.
Now I wait and see. My wife's phone has not acted up yet, and we hope it won't, but as a long-time technical person I have lost confidence.
If this is how Sprint treats thier long-time (and more than a decade is a really long time to stay with one carrier) loyal cutomers I think we're done. It is no wonder late last year Sprint was being predicted to be one of the larger companies to fail in 2017. I did not believe it at the time, but if this is the level of customer service Sprint has devolved to then the end really is near and we're jumping to another carrier as soon as we can.
It truly concerns us to see our valued customers feel this way. This is definitely not how we strive to treat our valued customers. We'll be more than happy to take a look into your account and see what can we do you gain your trust. We sent you a Private Message, please reply to it at your earliest convenience.
After my third replacement I decided to go to HTC myself I sent my phone in on the 16th of March and will be receiving it on tuesday the 11th of April. 23 days my phone has been in repairs we'll see how it turns out. :0