Database Users

Bought a new O2 XDA Exec. And I what did I get?

I bought a brand new O2 XDA exec on ebay. This guys sells a ton of them, and has 100% positive feedback. I got it today (3 days past the garranteed delivery date) and I looked at the call duration. It has over 12 hours of outgoing calls, and over an hour of incomming calls. Now, this guy lives in Hong Kong, and I don't want to ship this thing all they way back to him. Also, I have to press VERY hard to get the spacebar to work. Is that normal?
What do you guys think I should do? Aside from the spacebar it works fine. But I payed for a new one...

Windowsrookie said:
I bought a brand new O2 XDA exec on ebay. This guys sells a ton of them, and has 100% positive feedback. I got it today (3 days past the garranteed delivery date) and I looked at the call duration. It has over 12 hours of outgoing calls, and over an hour of incomming calls. Now, this guy lives in Hong Kong, and I don't want to ship this thing all they way back to him. Also, I have to press VERY hard to get the spacebar to work. Is that normal?
What do you guys think I should do? Aside from the spacebar it works fine. But I payed for a new one...
Click to expand...
Click to collapse
Ask him why it's not new and see what he says. Maybe he shipped the wrong one? Then play it by ear, might be a genuine mistake...

Dude, I'd report that to Ebay first.... NOW!

If it is having a outgoing and incoming call duration time then its definately not a brand new piece it is a second hand & hey y to settle for a second hand if u have oaid the price for a new one .

can u post the seller id?

i just bought a second hand xda exec on ebay a week ago
its rele a good deal, 138 pounds include postage
and it is alrite n does not have the problem u got
btw can u please post the id out? i cant stand such a ebay scum
his behaviour brings shame on all hong kong pple

Here's what I bought.
http://cgi.ebay.com/ws/eBayISAPI.dl...MEWA:IT&viewitem=&item=140079929069&rd=1&rd=1
He sent me this email...
Please be assured that our O2 XDA EXEC is brand new and the call duration record is belongs to a source XDA EXEC.
Your phone default is provided by Hong Kong O2 in Chinese phone language. As a result, we need to upgrade the device from Chinese to English for overseas buyers. We backuped all English ROM data from a source device to a memory card, and then transferred to your PDA. This is the fastest way to upgrade from Chinese to English ROM. However, all data inside the source device will be transferred to your device(Similiar to a PC program named GHOST works for Windows system). We are so sorry to inform you that air time record of your phone is belongs to the source device instead of yours. We apologize for any inconvenience thus caused.
Click to expand...
Click to collapse
I've looked the device over more today, and the paint is chipping off one of the hinges. He said I could ship it back to him and get another "New" device but that will cost me alot to ship back to hong kong, and I'm sure I'd get another used device.

I have been reading through XDA forums for a year now on the Universal threads. I had never encountered anything about upgrading ROMs through an SD Card. PLUS, anyone who had upgraded their device knows that the CALL TIMERS are UNAFFECTED by a ROM upgrade. The solution for setting the CALL TIMERS back to zero was just posted about a month ago. So if I were you, I would return the device and opt for a full refund. Report the seller for misrepresentation of an item and have him banned at ebay.

So he lied to me twice? Would it be easier to just deal with this through ebay, instead of the seller himself? Does everyone else think the same?

Good Luck
I've had negative experince with ebay / paypal when electronics are shipped as new, my experince was that after a couple weeks, paypay decided that the value of the item was not affected by it being used. So I submitted a claim with ebay, ebay required that I get the item appraised by someone in the industry, on company letterhead, with that companies information, contact information... and what they belived the value was. Ebay would then pay the difference.
I just said screw it, becuase what was I supposed to do take it into Best Buy or Radio Shack, and ask them to do it?

I've bought a lot of stuff on ebay, and the ONLY bad experiences I have had were on items from Hong Kong. I NEVER buy anything from there now. It is not in my nature to issue generalized prejudices, but really, out of about seventy deals, the only three bad ones were from there, and I only bought four Hong Kong items..... One item didn't work, but it was dirt cheap so I just shrugged it off, one was cheap and an absolute counterfeit unfit for purpose, and the other was not as described by way of condition. NEVER AGAIN for me.

I bought the following item few days ago, I did not receive it yet. I'm starting to get a bit worried after Windowsrookie experience...
http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=150088140806
Windowsrookie, I suggest you contact the seller first to see if he could do a full refund.
Otherwise if he doesn't accept, contact ebay and explain the situation.
I personally think sellers like this one should be banned from ebay.

Here's what I think you should do:
Search the EBAY for info about items that are very different from the advertised. Yours is used, and that's a lot different from a new one. File a complaint, following all the right procedures.
At the same time, file a complaint and ask for refund from PayPal (assuming you paid via PayPal).
There were a lot of complaints about fake ULTRA II SD cards, and EBay itself published an article on how to proceed.
If all goes well, you'll got to keep the unit you recived AND get your money back - meaning you'll get yourself a free O2 phone.
None of this is illegal: those are the recommended procedures EBAY suggest you to take.
Good luck.

He said he'd send me a "New" one though. But Then I would have to pay for shipping to hong kong. And that's not cheap. Yesterday the screw holding the screen to the rest of the device fell out. I had to super glue it back together because the screw is stripped....
Also, I just noticed. The D-Pad on my O2 is sliver. Isn't it supposed to be black?

I filed a complaint.

He wants to call me through the phone and talk. Should I give him my #, or just keep talking in the resolution center at PayPal?

Windowsrookie said:
He said he'd send me a "New" one though. But Then I would have to pay for shipping to hong kong. And that's not cheap. Yesterday the screw holding the screen to the rest of the device fell out. I had to super glue it back together because the screw is stripped....
Also, I just noticed. The D-Pad on my O2 is sliver. Isn't it supposed to be black?
Click to expand...
Click to collapse
YES, the D-Pad shoud be black. I have an O2 Exec and ALL is black except for the slightly silver metal top.
Talk to him and demand a FULL refund, but don't cancel the ebay report until you get your money back. Demand that he should reimburse you for the shipping and handling.

It is a fraud indeed, if the one you got is all silver in color, it is call T-Mobile, if it is all grey in color, it is call Dopod 900, if it is all black, it is O2 exec.
In fact, Hong Kong has no T-Mobile and O2 exec for sale, it has only parallel import from UK or Europe. In Hong Kong, officially only Dopod 900.
Back to your case, I was advised that you can actually report to Hong Kong Police through the internet. Don't let him get away.

Here's a pic of it.
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As you can see, the paint is chipped on the edge, and the D-Pad is sliver. How could they mix up the D-Pad?
It came in a DoPod box, but is O2 branded...

Well, he told me to ship it back, and he'll refund all my money and shipping costs. What do you guys think?

Gutted!

Guys i'm with O2 and lost my phone last night. I have no insurance do any of you know of any insurance policies that let you insure after you have lost the phone? or something similar. I am about 3 weeks into an 18 month contract To say i'm gutted is an understatement

stBlueJay said:
Guys i'm with O2 and lost my phone last night. I have no insurance do any of you know of any insurance policies that let you insure after you have lost the phone? or something similar. I am about 3 weeks into an 18 month contract To say i'm gutted is an understatement
Click to expand...
Click to collapse
that sad do you have serial number? in slovakia, police can track phone on base of serial number even if SIM card is changed... can you do something similar in UK?

stBlueJay said:
Guys i'm with O2 and lost my phone last night. I have no insurance do any of you know of any insurance policies that let you insure after you have lost the phone? or something similar. I am about 3 weeks into an 18 month contract To say i'm gutted is an understatement
Click to expand...
Click to collapse
Gutted indeed. Doesn't microsoft myphone have a tracking facility on it?
If you have household insurance you could claim it on that, i have my phone insured on my business insurance.
Good luck amigo

Of course there aren't any insurance policies that will cover an already lost/stolen phone...if only it were so
If you have home/holiday/credit card insurance you can sometime be covered under such a policy.
If your going to claim it on insurance though, just be careful on exactly how you word your claim. Insurance companies are very...sneaky when it comes to insuring phones. A word, a phrase or a situation out of place would result in £/$/€0. For example if you say you lost it in a pub your pretty much not getting a penny from them. Read the fine print on an insurance form to be sure what,when,where and how your phone would be covered.

I was wondering if maybe i could take out an insurance policy then maybe make a claim in a couple of days? Anyone ever tried something like this??
So gutted

stBlueJay said:
I was wondering if maybe i could take out an insurance policy then maybe make a claim in a couple of days? Anyone ever tried something like this??
So gutted
Click to expand...
Click to collapse
Plenty of people who now have a criminal record have yes

Insurance policies normally have a clause that states you can't claim for x time (mine is 2 weeks for instance) after taking out a policy or changing the phone you want covered. There's also a whole bunch of conditions about timeframes for informing you network provider to block the sim etc.
Really your choice is:
1) learn the lesson, report it to O2 so they can block your sim and issue you with a new one, fork out for a new (sim-free) phone and get it insured this time. Cost: £500 + price of insurance
2) take out insurance now, wait for the required time before you can claim to elapse, submit a fraudulent claim, risk have it turned down and risk someone running a huuuuuuuuuuuge bill on your sim for which you'd be 100% liable. Cost: lots of trouble (for fraud), whatever £££ has been charged to your sim, and most likely having to buy a new phone anyway.
Have you tried calling your number at all (maybe some kind soul has found it)

Points taken,wish i could afford to but another one but unfortunately there is no chance of this. Looks like i'm going to be joing the ranks of non-HD2 owners
Back to my K800i then

Personally I would go back to O2, tell them the phone is lost or stolen, block the sim and imei, then see if there is any way they can help you out.
Better to be upfront and honest and maybe get something rather than dishonest and risk massive problems for yourself. later on.
At worst you will get a replacement sim to use in another phone. You could also try buying yourself out of the contract.
Start by talking to them first to assess your options.
Good luck.
WB

Happy Days
Taxi driver just rang my house he's dropped my phone to te local police station He said the phone was too complicated to use otherwise he would've sold it ;p Oh yed thak the lord. Thanks for your advice guys....

wtf?? You are the luckiest guy ever. LOL

jagnet said:
Of course there aren't any insurance policies that will cover an already lost/stolen phone...if only it were so
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Click to collapse
In the UK Orange provide after the event cover (well they did as I used it once)

stBlueJay said:
He said the phone was too complicated to use otherwise he would've sold it
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bronx said:
wtf??
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My exact reaction.
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you're a lucky guy, maybe you should get it insured with someone now, just in case

very lucky! now you know why I kept asking about insurance when I was thinking of a SIM free HD2, O2 insure mine for just 4.99 a month

DMAND said:
very lucky! now you know why I kept asking about insurance when I was thinking of a SIM free HD2, O2 insure mine for just 4.99 a month
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Click to collapse
That's hardly a bargin is it!! That's about £60 a year for a £500 phone?!
10% of your device cost on insurance. Why not just add it to your home contents insurance, should be cheaper.

might be cheaper on home insurance but might be more on excess if you need to make a claim, o2 only charge £25 excess

Bugger, really sympathise with you mate. The trouble is that insurance really adds to your monthly bill that it doesnt seem worth taking, until something like this happens.

Now I read the thread properly.....thank god for the honest cabby!

stBlueJay said:
Taxi driver just rang my house he's dropped my phone to te local police station He said the phone was too complicated to use otherwise he would've sold it ;p Oh yed thak the lord. Thanks for your advice guys....
Click to expand...
Click to collapse
Make sure you drop that guy a drink or something for Christmas. It's nice to hear of honesty in this world.

If your with Vodafone cancel the insurance!!

I was unlucky enough to break my screen on my HD2, nevermind I thought its insured. So I sent my phone off Monday lady from vodafone told me on the phone this morning its been repaired and sent back to store, so I quickly went down to store to see its arrived back still smashed toi pieces. They said I could have any phone I wanted, I said ok I want a HD2.... guess what they dont bloody stock em anymore, so now I dont know what to do ive tried everything spoke to insurance customer services etc and there all saying the same thing. The annoying thing is its still been sold for vodafone business users but they point blank refuse to give me one of them.
This is a word of warning for anyone who has insurance through them.... CANCEL! because you'll be screwed over if your device breaks like mine

Hi, you may find you can locate and purchase the phone yourself and bill them for it, have you tried this. Note though they will try to say this is not part of the agreement but remind them of you statuatory rights and ask them to put it in writing that you cannot source you own phone if they cannot, then see what they say.

Im not a Vodafone business customer. I bought the HD2 online and after 2 weeks rang them up for a replacement due to various problems I had with it. They said that was no problem and to my utter surprise they sent me a replacement HD2 the next morning.
I believe the direct number for returns/replacements they gave me was 08448540430 s you could give that a try.
On the otherhand, my Dad has a Bold 9700 and he is a business customer and my account is under his name so maybe that's why they sent me a replacement, although she didn't mention that at all on the phone. Also if you bought it in a shop maybe it's different? Either way you should be ok if you kick up enough of a fuss, or hanging up and trying different people. When it comes to customer services you can get good people and bad people, just pot luck.
Give it a try and see how it goes. Also can I ask how much the insurance is per month?

I ordered my hd2 through the net and pay 10 pound a month for the insurance, I think all I can do at the moment is hold out and like you said keep trying to talk to different people. I just find this whole thing so ridiculous, its not my fault Vodafone have decided to drop the HD2 in favour of the IPhone surely the idiots would have kept stock back for these incidents now all they say is I can have any phone from their current range, but as you all know nothing compares

"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!

I got called and by vodafone and they offered me a £10 month with first month free insurance for my HD2. The guy said on the phone its insured for up to £1000 pound and £250 for accesories, phone is only £500 so its should be no problem getting a replacement.
They are trying to fob you off. I would go to a shop and request to speak to a manager regarding the matter, after that request insurance T&C papers and get the address for head office complaint regarding the matter and remember to get managers name and branch number for including in complaint.

Ruudfood said:
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
Click to expand...
Click to collapse
"YOU'RE" abv. of "you are" EG: You're a twat...!!
Your friends already know. Cheers!

Ruudfood said:
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
Click to expand...
Click to collapse
I want to be your friend too.

Sorry for my punctuation error, hopefully most people with an ounce of intelligence knew what I meant, I thank you.

beyondthought said:
"YOU'RE" abv. of "you are" EG: You're a twat...!!
Your friends already know. Cheers!
Click to expand...
Click to collapse
Touche!

The basic tenet of an insurance policy is that it should put you back in the same postion as you were just before the claim arose.
In your case, this means they are legally bound to replace the HD2 with as near a match as can be sourced. Nothing else in the Vodafone catalogue even approaches it, so they are not within their rights to fob you off with something inferior.
Insist on a like for like replacement (1GHz processor, Capacitive screen, WM6.5), or demand the funds to buy a new one. If they still refuse, threaten then with a small claims court writ, and report them to the FSA. They are charging you for a premium device; thye have no option but to honour it.

I think its pathetic service from vodafone really. Cxx my insurace with voda because if they cant repair the damm phone they wont give me two of the only phones I want as a replacement, an iphone ot a htc hd2.....so whats the point. sh!t service, sh!t company and i'll be going back to o2 at the end of my contract.

Roguexmg said:
I got called and by vodafone and they offered me a £10 month with first month free insurance for my HD2. The guy said on the phone its insured for up to £1000 pound and £250 for accesories, phone is only £500 so its should be no problem getting a replacement.
They are trying to fob you off. I would go to a shop and request to speak to a manager regarding the matter, after that request insurance T&C papers and get the address for head office complaint regarding the matter and remember to get managers name and branch number for including in complaint.
Click to expand...
Click to collapse
Thats crazy, I'd be fuming mate!!!
Ruudfood said:
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
Click to expand...
Click to collapse
Worlds most helpful post.................. bell end!

I never ever ever ever ever take out insurance with the phone company. O2 tried to flog me their policy. Like Vodafone, it's overpriced.
I've been with CUSC http://www.cusc.co.uk/ for many years.

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got me right on the funny bone with that one...still giggling 5 mins later
perhaps it would be prudent if I referred to what made me giggle..
http://forum.xda-developers.com/showpost.php?p=5318059&postcount=10
personally I rely on my house and contents insurance which has £2500 personal posessions covered for all eventuallities/misfortunes regardless of location (and yes I did check with them that it would cover my HD2)

Karlos G said:
Worlds most helpful post.................. bell end!
Click to expand...
Click to collapse
Was pointing you to Touch Response also helpful? I don't think your abuse was really necessary!

Regretting my engraving

So I have a bunch dust in my screen, and a noticeable leak in the corner where its coming from.
So i call HTC and set up a "Swap" they tell me they need a "credit card on file that they will not charge" I give the number wait 2 days... no email.
I call again and they tell me they need to CHARGE my card 530$ before sending the replacement phone. My card doesn't have that kind of room left because I just bought the phone for 530$. Cant really dish out 1060$ on a phone in a week.
So at this point I'm angry and I tell the woman I'd just like to return the phone. Now I'm informed that I cannot return my phone because its ENGRAVED.
My only option is a repair in which i wont have a phone for close to a month.
Pretty awesome considering I just got this phone less than a week ago.
Sure wish i read the fine print.
That's about it... just needed to vent.
DON'T GET YOUR PHONE ENGRAVED

dills84 said:
Sure wish i read the fine print.
Click to expand...
Click to collapse
this. .

the no returning after an engraving is something I'd expect.
Now, that it will take a month with no phone to get it fixed? Thats just wrong. I choose to not get it in graved to get it faster, but looking back it seems like it was the best decision to make.

It's just an authorization they place on your card until they get your phone back so that you don't run with two phones. That seems pretty reasonable to me. I'd work out a way of being able to do that... you won't have to pay the bill.

What's odd is that I'm getting a swap as well (dead pixel), now granted I haven't heard anything new from them as yet, however I was told that my credit card won't have any sort of hold on it.

yeah, its just a hold on that amount, but you still need that amount as available credit on the card..
that sucks though...i place my initial order with engraving, but my order didnt go through because i didnt have that much available credit on my card, so i canceled my original order, and used a different card, but opted for no engraving after reading it would delay the order up to 72 hours...
but someone here on the forums ordered with engraving on the first day, and got the phone the next day....anyways good luck

That really sucks I have to say, though, google's page makes it pretty clear you're not going to be able to return the phone after engraving.
Here's the entirety of the text on the engraving page:
Want to engrave your phone?
It's easy to personalize your phone. Just type it once and check it twice. Keep in mind, engraved phones cannot be returned.
Engraved phones will ship within 72 hours of placing your order.
Learn more in our Terms of Sale.
Click to expand...
Click to collapse

so everyone with engraving might as well root...?

charkosh said:
What's odd is that I'm getting a swap as well (dead pixel), now granted I haven't heard anything new from them as yet, however I was told that my credit card won't have any sort of hold on it.
Click to expand...
Click to collapse
I was also told this. And this is the reason I am so frustrated.

icon57 said:
so everyone with engraving might as well root...?
Click to expand...
Click to collapse
Well, if the phone were ever to break you couldn't get it repaired once rooted. So there's still a risk you're taking.

icon57 said:
so everyone with engraving might as well root...?
Click to expand...
Click to collapse
Well we still get a warranty. HTC offered to "repair" my phones screen, but then told me it could be a long time before I see it again.
I thought i paid 530$ for a phone that was supposed to be new and 100% functional.
I also offered to ship them my phone first. And then have them ship me a new replacement (thereby bypassing the credit hold) and the rep responded "thats just not how we do things"
my problem is I dont have a credit card. So placing a "hold" on my debit card locks up 530$ of my real money... its just not acceptable.

dills84 said:
So I have a bunch dust in my screen, and a noticeable leak in the corner where its coming from.
So i call HTC and set up a "Swap" they tell me they need a "credit card on file that they will not charge" I give the number wait 2 days... no email.
I call again and they tell me they need to CHARGE my card 530$ before sending the replacement phone. My card doesn't have that kind of room left because I just bought the phone for 530$. Cant really dish out 1060$ on a phone in a week.
So at this point I'm angry and I tell the woman I'd just like to return the phone. Now I'm informed that I cannot return my phone because its ENGRAVED.
My only option is a repair in which i wont have a phone for close to a month.
Pretty awesome considering I just got this phone less than a week ago.
Sure wish i read the fine print.
That's about it... just needed to vent.
DON'T GET YOUR PHONE ENGRAVED
Click to expand...
Click to collapse
I got my phone engraved and received it in two days with absolutely no problem. Engraving was perfect and so was the phone. Still loving it. Sorry you had so much trouble, but I think the engraving is an awesome feature. Who can say they had any phone with a feature to engrave? lol, thats how I look at it.

Ssantos6981 said:
I got my phone engraved and received it in two days with absolutely no problem. Engraving was perfect and so was the phone. Still loving it. Sorry you had so much trouble, but I think the engraving is an awesome feature. Who can say they had any phone with a feature to engrave? lol, thats how I look at it.
Click to expand...
Click to collapse
Yeah the engraving would look great if my screen wasn't full of dust particles and clicked whenever i applied pressure to it.

dills84 said:
Yeah the engraving would look great if my screen wasn't full of dust particles and clicked whenever i applied pressure to it.
Click to expand...
Click to collapse
What part of your screen is clicking? Is it the lower right?

uansari1 said:
What part of your screen is clicking? Is it the lower right?
Click to expand...
Click to collapse
Lower left same spot the dust is coming through clicks as if the adhesive tape keeps letting go.

icon57 said:
so everyone with engraving might as well root...?
Click to expand...
Click to collapse
Return != warranty service.
So, no. Simply engraving your phone does not remove the "lose your warranty" counter-incentive to root.

IMHO, the key reason not to get engraving (the lesson I learned from buying the only iPod I've ever owned like 5 years ago), is that unless you engrave it with something generic like "my n1 pwnt ur iphonez" then you basically will have a harder time ever selling it when you upgrade to your next handset. All of my phones thus far have been partially subsidized by the sale of my unlocked and hacked previous handset.

That's a reasonable way to do warranty service. How else would you expect them to do it? Ship you another phone on your honor?
The only thing engraving has to do with this is that you can't now return your phone for your entire money back -- it didn't change their warranty policy, right?

dills84 said:
Well we still get a warranty. HTC offered to "repair" my phones screen, but then told me it could be a long time before I see it again.
Click to expand...
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that is most unfortunate
I thought i paid 530$ for a phone that was supposed to be new and 100% functional.
Click to expand...
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http://www.engadget.com/2009/11/24/core-i7-imacs-showing-up-doa-including-ours/
How about dropping well over a grand for something to have it arrive broken? Nothing is infallible.
I also offered to ship them my phone first. And then have them ship me a new replacement (thereby bypassing the credit hold) and the rep responded "thats just not how we do things"
Click to expand...
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That is how almost every company handles things like this.
You authorize them to take the cost of a phone off your card if you fail to return your broken one. Not a dime comes out unless that happens. Personally, I have dealt with this setup with many companies and have never been screwed.
my problem is I dont have a credit card. So placing a "hold" on my debit card locks up 530$ of my real money... its just not acceptable.
Click to expand...
Click to collapse
aaaaah.
This is completely different. Of course, this is not HTC's problem, but yours. That being said, I have gone through what you are going through. There is a means for them to authorize the 530 against a debit card differently from how it is done for a credit card. I had to do this a few years ago as I paid for a part with my debit card and in order to get a replacement (warranty issue) they had to use the same card on file. I saw them deduct the amount out, I called them and after dealing with the bank for a few moments everything was kosher.
Sorry to hear your honeymoon was so short lived with your n1

Just so every one knows what my screen looks like. here ya go:
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Sweet 600$... one week old phone eh?
And by the way... none of the dust pictured is stuck under the screen protector. i made sure of that.

Warning about The Carphone Warehouse

This is my experience with Carphone Warehouse about the infamous "back glass coming unglued" problem. I think it would be easier to copy and paste the email into this thread rather than live through the whole ordeal again.
TL;DR: DON'T GIVE YOUR PHONE TO CARPHONE WAREHOUSE FOR REPAIR. SEND IT STRAIGHT TO SONY.
I have had the worst experience in customer services ever when dealing with one of your branch managers. His attitude was unbelievable and, quite frankly, disgusting.
I went into Carphone Warehouse Broadmead branch early December when my phone needed a repair. The top left corner had a bulge and this rendered the phone non-waterproof, also the ear speaker did not work unless I pushed that part of the back down. I went into the Broadmead branch and spoke to "Geek Squad" they advised they would just send it straight to Sony because it was a waterproof issue. I decided NOT to give my phone in then because I had not backed up anything that was on my phone.
I also had the same problem with my phone which got fixed under warranty by Sony so what they said at that branch made sense to me. I also have proof from Sony that the same issue was fixed under warranty.
I recently went into the Carphone Warehouse branch to give my phone in, this time I went into the Queens Road branch because it was near work and I thought it'd be convenient. The normal staff at the branch are very helpful and nice and a far cry from the manager Shane. I should have heeded the warning signs when he was asking the girl who was serving me "Well, who is it from then?!" OBVIOUSLY I got the phone from Carphone Warehouse, why would I bother coming into a Carphone Warehouse branch if I didn't get my phone from Carphone Warehouse. It was as if I was IN THE WRONG for wanting to get my phone fixed.
The booked the repair in as "Chargeable" and they explained to me that if this issue was NOT my fault I would NOT get charged and it would be fixed under warranty. Since this phone had the same problem BEFORE and was fixed under warranty before I assumed this would be ok and that I definitely wouldn't get charged.
I noticed on the repair tracker that my phone was NOT sent to Sony but sent to Wednesbury instead where it was repaired.
So my phone came back repaired and I popped into the branch where Shane informed me that the repair cost £175. I was obviously aggrieved for the reasons I stated above and explained this to the manager who kept talking over me and obnoxiously waving the repair form I had signed. He let me talk to the engineer who said I had damaged the back and that I would be charged for fixing it. The only thing they did was replace the adhesive, how I managed to melt the adhesive that's within the phone is a mystery to me. I obviously argued my case and he just informed me, you signed the repair form, it means we can charge you. I argued that it was a warranty issue and that I had not damaged the phone in anyway but he was completely dismissive. All the time the manager was talking over me whilst I was on the phone making it impossible to listen to the engineer at the same time. I left after the conversation after realising I would not get this solved with this manager and with my complete and utter frustration and I decided to leave.
After work I went into the Broadmead branch and I explained my situation with the guys at Geek Squad and they told me that they could send it for a second opinion but that the engineers would never admit it's a warranty fault so it's best If I got a second opinion from Sony. Sony emailed me back confirming that the phone WAS fixed under warranty with the same issue. I also sent in a complaint to Carphone Warehouse repairs (which I think went straight to Geek Squad) and the person informed me that because they listed the handset as a chargeable repair that I would be liable to the charge IRRESPECTIVE of what the engineer had found. Shane the manager told me that IF it was a warranty issue I wouldn't be responsible for the charge. Which is completely contrary to what I received in the email (I can forward the emails if you wish, as well as the ones from Sony). I then went into the same Carphone Warehouse branch and explained the information I received and I asked him why he told me I wouldn't be charged if it was a warranty fault when the email I had received said I would be no matter what the case was. He said he "disagreed" with it so I asked who was lying? In which case he didn't have an answer. I asked him to look over the emails in his computer, he barely skimmed them and just had nothing to say. So I asked him what did the emails say? He replied " That you don't want to deal with me" which WASN'T the issue that we were talking about. Honestly, It was like dealing with a petulant child.
It wasn't enough that this regrettable situation occurred but the conduct of the Manager Shane was another story entirely. He consistently kept talking over me, cutting me off and would not wait until I was finished. His attitude was completely dismissive, intimidating and completely indifferent. I asked to speak to the engineer again. He kept talking to me whilst I was on the phone AGAIN to the point where I had to give him a hand signal to STOP. He replied with "No I won't shut up!", I was taken aback but not surprised by his childish juvenile behaviour. The Engineer on the phone seemed more understanding and empathetic but this was not the case with Shane. He was rude, dismissive completely unprofessional and childish, he kept talking over me and never answered any of my questions. He accused me of lying when I mentioned what the female employee had said to me (which I mentioned in the emails) he said I was "mouthing off" when I never once raised my voice or swore or even interrupted him. All I was doing was asking questions and he was acting as if I had committed a crime. I asked him to look at the emails and he less than skimmed over him, I told him what I received in the emails to which he replied "That that wasn't from an engineer" when the SAME email mentions at the bottom was that the person was an engineer. Honestly, I've never dealt with someone like that in life let alone a retail store.
After feeling completely disheartened I left the store.I'm hoping you can do something about this
Click to expand...
Click to collapse
I ran out of characters at the end there so I had to prematurely wrap up.

theprince1991 said:
This is my experience with Carphone Warehouse about the infamous "back glass coming unglued" problem. I think it would be easier to copy and paste the email into this thread rather than live through the whole ordeal again.
TL;DR: DON'T GIVE YOUR PHONE TO CARPHONE WAREHOUSE FOR REPAIR. SEND IT STRAIGHT TO SONY.
I ran out of characters at the end there so I had to prematurely wrap up.
Click to expand...
Click to collapse
You can't be charged for something unless you knew what the price was first as far as I know, so if it didn't have a price on when you signed it is not enforceable (if it did then you can't use this as a defence). Hopefully you won't have to use a defence in court to sort this anyway, and your complaint will get results instead, but I thought I would share this info.

Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium

stewartk said:
Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium
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Click to collapse
I wish I'd known that when Yodel lost/stole my phone 2 years ago. Carphone Warehouse made me wait 2 weeks before they would send another.
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kingvortex said:
I wish I'd known that when Yodel lost/stole my phone 2 years ago. Carphone Warehouse made me wait 2 weeks before they would send another.
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if i don`t get anywhere with customer service i always look for the CEO and i would think 90% of the time you`ll get what you want + extras.
i did it with Sky and i got the full package free for 12months.

stewartk said:
if i don`t get anywhere with customer service i always look for the CEO and i would think 90% of the time you`ll get what you want + extras.
i did it with Sky and i got the full package free for 12months.
Click to expand...
Click to collapse
The funny thing is that I would normally do that. I seem to remember that I couldn't find an email address for anyone higher than customer service at the time.
I had major problems with my HTC Hero a few years back and pestered T-Mobile's CEO, Richard Moat after getting nowhere with customer service. I got a call from his PA and ended up with a free HTC Desire, which was the top of the line phone at the time.

stewartk said:
Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium
Click to expand...
Click to collapse
Thanks a lot man, I will definitely email him/her if I don't get this satisfactorily resolved with customer services.

Quick update. I sent a email to the Regional Manager and the branch phoned me so I can pick up my handset. No charge applied

theprince1991 said:
Quick update. I sent a email to the Regional Manager and the branch phoned me so I can pick up my handset. No charge applied
Click to expand...
Click to collapse
Nice one
Now just the boy called Shane left
Sent from my C6603 using xda app-developers app