Over the past few weeks, we’ve seen a substantial amount of feedback regarding touchscreen issues. Before an informed response could be given, first we investigated the case thoroughly. We wanted to get the full picture of what could be causing this issue, as well as prepare a number of solutions.
Although percentage-wise the number of touchscreen cases is very small, we understand that our user base is very vocal. We take your feedback seriously and have been putting the One through a battery of tests and determined that there are different issues at play, some software and some hardware. We have, and will continue, to stand behind our products and honor warranty.
Working closely with Synaptics, we will soon be releasing a final firmware fix. If you would rather not wait and are experiencing any issues, touchscreen or otherwise, please contact our
support team. We are constantly making changes and improving our service level. If a previous interaction with support left you unsatisfied, we encourage those who believe their devices are affected by this issue to try again.
As always, our users are our number one priority and we would like to thank you all for your patience and continued confidence in us. Never Settle.
Update (May 10): While processing these cases, we've noticed that there's some confusion regarding what is in warranty and what is out of warranty. If your device is in warranty, we will happily take care of it for you. If your display is cracked, phone is water damaged, or in any other way out of warranty, you will be charged a fee to have these issues fixed. If you're unsure, please refer to our warranty terms or ask our support team. As always, we're here to help.
Update (May 15): The new firmware is ready and under testing. Early signs are very encouraging for the small amount of users who have been having touchscreen issues. If after the update you still face issues, our support team is on standby ready to help!
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