Bradon H Administrator Staff Member
Hopefully I can shed some light on this.
Our warranty absolutely allows for rooting and custom ROMs. However, it doesn’t cover damage caused by rooting or custom ROMs.
You may think that sounds picky or petty, but we think it’s quite fair. Let me explain.
First, it’s important to note that, like other manufacturers’ warranties, our warranty namely covers two things: manufacturer defects and quality issues. It’s not designed to cover accidental, user-created damage like an insurance policy.
The act of rooting or installing a custom ROM does absolutely nothing to nullify this warranty. If your phone has an issue that would normally be covered by warranty, we will happily fulfill your warranty claim, regardless of which ROM your One is running (and regardless of whether or not it is rooted). This is what sets us apart from our competitors.
But, if you damage your phone by rooting incorrectly or installing an unstable build, that damage is not covered by warranty. Still, we will do everything we can to assist you in recovering your device. In this instance, we attempted to recover the user’s One via a remote session, without success.
We support user choice, but we can’t encourage reckless usage due to our warranty that allows for rooting and flashing. We see it like this: using the One in a boat doesn’t void your warranty, but dropping it into the ocean does. Rooting doesn’t void your warranty, but you still do so at your own risk. We simply can’t cover all damage caused by unstable ROMs or incorrect methods.
We hope that users who want to enter the world of rooting and flashing take the time to learn correct procedures, as it can be a fulfilling experience and an amazing hobby. But, we don't encourage rooting or flashing without a deep understanding of how to do so. We’re deeply sorry for the inconvenience this user has experienced, but we feel that we’ve been clear in regards to our warranty policies.
Bradon H, Today at 2:40 AM Report