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Hi all,
My Universal (XDA Exec) power connector is on its way out.. started off with intermittently not being able to charge/sync, tried waggling the cable around worked for a while, but now it's to no avail..
Typically it's happened exactly 1 month after the 1 year warranty has run out.
So, can anyone recommend a repair shop in the UK to fix said problem ?
many thanks!
Don't be fobbed off that you only have a 1 year warranty. By UK and EU law, you have at least 2 years and under English law you have a warranty for as long as one should expect such an item to last. Indeed, the law is balanced in the consumer's favour for the first SIX years where the onus is to prove it *wasn't* a fault in the unit. After that, you have to prove it was.
Take a look at open.gov.uk and read up on the Sales of Goods Act.
From a letter I recently wrote to a vendor refusing to honour my statutory rights:
The advertisement clearly states that the item is "New" and that you are a commercial vendor and therefore I have statutory rights to a warranty not less than 2 years, set out not only in Article 2 of the Product Warranty Directive in European law but also in the Sale Of Goods Act 1979, Sale and Supply of Goods and Services Act 1982, Sale and Supply of Goods Act 1994 and the Sale and Supply of Goods to Consumer Regulations 2002.
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Not only that, if you bought it mail order, you shouldn't even be out of pocket for the return of the faulty goods. From the Sale of Goods Act:
"the business is not entitled to charge for recovery of the goods if the consumer has a statutory right to cancel the contract under other legislation, (for example because they are defective)"
That said, don't go in all guns blazing. Ask politely and most retailers will take the goods back for repair/replacement. My rule of thumb is ask nicely once, firmly but politely once and read them my rights the third time.
Also, don't be fooled into believing the warranty is with the manufacturer. Your contract is with the company who sold the (new) unit to you and it is their responsibility to honour it. So when they say "you'll have to send it to the manufacturer" you can reply "I'll make it available for collection by you or your agents and how you proceed with a replacement or repair is not of my concern, as long as I'm not without a comparable unit for an unreasonable time."
HTH
Thanks for your reply..
I just got off the phone to o2 and they said..
"It's out of Warranty.. the Warranty lasts as long as your Contract, i.e. 12/18 month contract = 12/18 month Warranty. After that, you can just get a free upgrade to a new phone (or the same phone).."
Mentioning your above facts of being at least 2 years Warranty by law didn't sway him in the slightest, he just re-iterated that I could get an upgrade..
However, It's slightly more complicated in that i've just left o2 and changed to t-mobile for a better data tariff.. so it doesn't appear as though i have a lot of leverage.
Don't let that deter you. When on the telephone, always ask for the name (first and last. If they say "we can't give out last names" ask if they are the only Debbie/Malcom/whatever there and how to be sure of speaking to them next time you call), office and extension number of the person to whom you are speaking, always note it down. If they'll give it, get their email address and follow up the conversation with an email saying "Following on from my call to you at 15:30 this afternoon (8th Nov 2006), this is my understanding of conversation. You stated that the warranty supplied by O2 on telephones is limited only to the period of the contract even if this is against my statutory rights, as laid out in the Sale of Goods act and other relevant laws."
If you don't get satisfaction from the person on the telephone, insist on speaking to their supervisor. If they are no better, go the next step up. Always be firm, polite and stick to your guns. If you get nowhere, ask for the postal address of the highest person you spoke to and the name and address of their manager. Right a letter, sent recorded delivery, to the them both, sent signed-for delivery, similar to the one I posted earlier. Give them a reasonable period to resolve the issue (10 working days / 14 calendar days from the date of receipt of the letter for refund, 20 working days / 28 calendar days for repair is ample). If that doesn't work, your second letter (if possible, going to the next person up the chain too) should state that you'll proceed to take them to court (small claims track) as you are within your statutory rights. State if if go to court, you will also seek expenses including but not limited to time off work to attend court and for meetings with solicitors, any solicitor and court fees that may be incurred, travel to and from solicitors and court, but you are will accept your replacement, repair or refund if the matter is resolved in the next 14 days. Next step is trading standards and CAB. After that, it's court (you'll win).
Don't let people push you around. These are you LEGAL rights. Big companies try it on all the time. So far, I've not had to get past the written letter stage, but I've been up against Virgin Internet, T Mobile, NTL, the AA and other big companies. When they know you won't give up and they know that you're fully aware of your rights, they will resolve the matter.
And on the subject of O2, they have been utterly hopeless.
considering I'm supposed to have 24 business support, it's taken them almost a week to replace my handset (which I've had less than 2 weeks) and then they've sent me out one that's clearly been used (albeit not much: it had 9 seconds of outgoing calls on it. Probably one a salesman has played with/demonstrated).
Success
What can I say, except thank you xiasma!
After a nicely crafted email quoting the statutory rights info you mentioned below to O2 careline, they informed me that O2 actually offer a full 2 year warranty for XDA's. Even though I've since moved to T-Mobile, it matters not, I just had to take the unit to an O2 store along with proof of purchase.
No hassle at all from O2 shop, they just took my details and phone and told me to wait 7-10 days.
2 weeks later (hence no update till now) I am now the proud owner of a new (ok, refurbed) XDA Exec and a further year warranty.
As a bonus for my trouble, they actually gave me a fully boxed unit, so I now have a spare charger, styluses (stylee ?), case, battery, cables, etc..
Power to the people. or something.
By reading this topic im furious, ive had the exact same problem, went to o2 with the battery connector completely loose, they said that it was at my own fault that this occured and its not covered under warranty, now ive tried fixing it myself and probably f****ed it up more and still doesnt work. I dont know what to do now
Sorry to hear my good news has pee'd you off!
The only thing I can think is that the connector on mine wasn't actually loose or anything, just that it wouldn't take power from the connector. Because yours sounds like physical damage, they (O2) could argue that it may have been dropped or abused in some way.
Don't know what you can do really except try emailing O2 Care and see what they can do for you..
mate your email inspired me to write an email of complaint last night, low and behold they gave me a call this morning and said they are sending me a replacement asap. woah!
i have similar prob in UK with t-mob. USB connector fell inside the pda. I was in shop claiming its under warranty(4 months after purchase). After 30days i got it back unrepaired with statement thats beyond repair (price more than L200). I wrote them letter on 11.11.2006 (delivered to shop same day) with complain that in netherlands t-mob offered customer repair, imate offered waranty repair somewhere (dont know country) - no answer. on 18.11.2006 i sent them warning that if they wont repair, replace ... i'll raise action (i gave them 7days to answer) - they didnt (resp. i got answr via email on 25.11-8days after they recieved my letter). I already sent phone for repair to apexlaptops. I already filled the small claims action, and im waiting for quotation from apex to hand it over to sheriffs court.
Federal & State actions filed against SE re: cracking/warranty issues (Please sticky)
Like so many of you, I had issues with my Xperia cracking; but I kept the device in a hard case so the cosmetics of the device never concerned me. I never had any intention of sending my Xperia in for warranty repair until I experienced the dreaded "ribbon cable" failure (http://forum.xda-developers.com/showthread.php?t=563448).
I called SE & was told to send the phone for warranty repair. One week after SE received my phone, I called them to find out the repair status & was told they would not honor the warranty due to the phone's "physical damage", even after I explained that the cracking had nothing to do with the ribbon cable failure & amply documented that the cracking was due to SE's design defect.
Fed up with repeated "escalations" & failures from SE to return my calls, I requested that they return my phone for outside repair. And rather than be mad at SE for failing to honor the warranty, I decided to get even with SE, by filing complaints with the US Federal Trade Commission and the Attorney General of the State of North Carolina (the location of SE's US headquarters.)
After speaking with both of these offices, they state that any subsequent complaints filed by other consumers are allowed to reference those I've already submitted, so I would encourage anyone else who feels ripped off by SE over these issues to follow the steps below & join me in taking action.
Text of my original complaints
1. I sent my X1a in for repair because longer respond after sliding out the keyboard; after doing some research, it appears there are other users experiencing the same issue and that it is related to a simple ribbon wire connecting the screen to the keyboard - http://forum.xda-developers.com/showthread.php?t=563448 The phone was in no way damaged to cause this malfunction.
2. But after calling to check on the status of the repair, I was told that my warranty would not cover the repair because the service department felt the cracks in the case of my Xperia indicated it had "been physically damaged." (Please note that on page 11 of the Xperia warranty, Sony Ericsson itself "warrants this Product to be free from defects in design, material and workmanship.") http://www.sonyericsson.com/cws/dow...80736/LegalAndWarranty_1223-9693_2_AE_12 .pdf
3. After doing further research, I determined that countless Xperia owners around the world have been reporting excessive fragility/cracking in the cases of silver Xperias. There are 141 pages of complaints here - http://forum.xda-developers.com/showthread.php?t=447211 ; and 24 pages of complaints here - http://www.xperiax1.net/forum/xperia-x1/1137-your-x1-cracked.html Here is a news article about the issue on the Engadget blog (http://mobile.engadget.com/2008/12/28/sony-ericssons-xperia-x1-developing-cracks), which Sony Ericsson even links on its official Xperia blog, http://xperiancers.com Please note that many of these owners have remarked at how difficult it has been to get Sony Ericsson to acknowledge its warranty obligations over this cracking.
4. It is difficult to understand how this issue could have escaped Sony Ericsson USA's attention, since Xperia owners have even posted about this on Sony Ericsson's official Xperia blog: here http://xperiancers.com/2009/02/24/n...h-open-gl-support/comment-page-1/#comment-835 & here http://xperiancers.com/2009/09/10/x1-upgrade-not-in-the-roadmap/comment-page-1/#comment-2040 And Sony Ericsson's head of marketing in Holland, Harold De Kort, admitted in an interview that there has been a problem with the Xperia cracking (translated from Dutch): http://translate.google.com/transla...fe=off&rlz=1B3GGGL_enUS319US320&sa=N&start=30
5. There appears to be a serious design defect with the device and Sony Ericsson is attempting to not only avoid its warranty obligations related to this defect, but to use this as a way to avoid its warranty obligations over unrelated issues.
Addresses & Websites needed to File complaints
SE Corporate Info -
Company Name/Address:
SONY ERICSSON MOBILE COMMUNICATIONS
7001 DEVELOPMENT DRIVE
P.O.BOX 13969
RESEARCH TRIANGLE PARK, N.C. 27709 USA
Phone: +1 919 472 70 00
http://www.ericsson.com/ericsson/worldwide/usa.shtml
US Federal Trade Commission - https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en#last
File your complaint as a computer hardware issue & make reference to my previous complaint, Reference # 24809284.
NC State Attorney General - http://www.ncdoj.gov/Consumer/2-2-12-File-a-Complaint.aspx
Click the "Submit Electronically" link under "General Consumer Complaints" & make reference to my previous complaint, ConsComplaintID # 4229.
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Whats weird is I had exactly the same keyboard issue. My x1a also had case cracks. I filed for an RMA and they (SE US) had me a new x1a in less than ten days. This all happened in august. I've had A plus customer service..
Whats weird is I had exactly the same keyboard issue. My x1a also had case cracks. I filed for an RMA and they (SE US) had me a new x1a in less than ten days. This all happened in august. I've had A plus customer service. Also they are moving their north american headquarters from morrisville, nc to atlanta, ga.
emuneee said:
Whats weird is I had exactly the same keyboard issue. My x1a also had case cracks. I filed for an RMA and they (SE US) had me a new x1a in less than ten days. This all happened in august. I've had A plus customer service. Also they are moving their north american headquarters from morrisville, nc to atlanta, ga.
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Happy you had a better outcome; obviously, I would only have taken this step if there were no other recourse.
And the AG of every state in which SE sells the Xperia has jurisdiction, but NC is easiest, since their corp HQ is there; making subpeonas easier. The future move to GA is not so material.
so what is going to be the outcome of all this?
comeradealexi said:
so what is going to be the outcome of all this?
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I'm not Nostradamus, but the process should work something like this:
1. From the FTC website: the FTC will add all complaints about the Xperia "it receives into Consumer Sentinel, a secure online database that is used by thousands of civil and criminal law enforcement authorities worldwide. The FTC does not resolve individual consumer complaints." So the FTC complaint will allow government agencies worldwide to review complaint data & initiate their own actions against SE; FTC complaints may be filed by non-US citizens, also.
2. The NC Attorney General will attempt to resolve individual consumer complaints; in the US, state attorneys general are usually the lead agencies on non-safety related consumer complaints. Either individually or collectively, they often negotiate settlements on behalf of consumers with companies accused of deceptive trade practices; NC AG complaints may be filed by individuals outside of North Carolina & the USA.
3. SE is in the midst of rolling out the X2 & X10, so negative publicity about this product line & SE's warranty practices could affect their bottom line. If we can get enough disgruntled consumers to complain, it should help to get coverage in the media & blogosphere and put additional pressure on SE to honor these warranty claims.
Bumped to get the bandwagon rolling.
All the best with your fight against SE.
When my X1 developed cracks in the case in exactly the same place as others have had cracks I phoned SE and asked them for some advice and they told me to send the phone in to their repair centre so they could assess the damage and then make a decision on what to do next.
It then took them several weeks and many phone calls from me before they finally sent me a letter saying that they decided it was cosmetic damage and that if I wanted it repaired it would cost me £40 which included the cost of returning the phone to me, if I didn’t want it repaired I would have to pay £10 to have it returned unrepaired or if I wanted they would environmentally dispose of my phone for me.. That’s a 3 month old X1 with nothing wrong with it other then the case cracks and which I actually paid the full sim free price of £500 as Orange were not supplying the phone at the time of launch.. As you can imagine I was quite upset with SE's findings but felt like I was over a barrel so I paid for the repair and got the phone back.
No matter how much I argued with them that this must be a manufacturing fault / substandard materials etc they wouldn’t listen. I also asked them how my phone had developed cracks in the exact same place as many other people who had posted images on line and they couldn’t respond at all they just kept saying that there engineer had decided (more likely was told to decide) that it was cosmetic damage and they stand by that decision.
Anyway all was well with the phone until just last month as the same cracks have now reappeared in exactly the same place as before! Obviously this must be cosmetic damage and misuse by me right, surely it cant be substandard materials or a design fault..
As you can image having paid £500 for the phone I have kept this phone in mint condition ever since I brought it keeping it in a hard plastic case and keeping it in my inside jacket pocket never in my trouser pockets where it might get crushed etc..
SE do not look after their customers at all.. I think I'll have to forget my brand loyalty on the next phone I purchase…
Trying to bump this up...great idea, I am working on it as well
i doubt this will work or change anything but i hope u prove me wrong
i dont have a crack in mine but ive been very carefull since word got out about cracking.
anyways, a bump to show support for those who have problems (who knows i may be in the same boat someday)
A bump to keep this front & center; thanks to everyone for their support!
Go get them tiger, we are just right beside of u man
its a shame i'm in the uk...
Just developed the exact same problem, with the ribbon cable, last week, and it being xmas time, I cannot get it repaired until past the new year.
This morning I discovered my x1a, also had a nasty crack that I had not noticed. Hope it all goes well, and I can hopefully get a replacement, it's really bumming me out.
At least they called you!
SonyXperia said:
All the best with your fight against SE.
When my X1 developed cracks in the case in exactly the same place as others have had cracks I phoned SE and asked them for some advice and they told me to send the phone in to their repair centre so they could assess the damage and then make a decision on what to do next.
It then took them several weeks and many phone calls from me before they finally sent me a letter saying that they decided it was cosmetic damage and that if I wanted it repaired it would cost me £40 which included the cost of returning the phone to me, if I didn’t want it repaired I would have to pay £10 to have it returned unrepaired or if I wanted they would environmentally dispose of my phone for me.. That’s a 3 month old X1 with nothing wrong with it other then the case cracks and which I actually paid the full sim free price of £500 as Orange were not supplying the phone at the time of launch.. As you can imagine I was quite upset with SE's findings but felt like I was over a barrel so I paid for the repair and got the phone back.
No matter how much I argued with them that this must be a manufacturing fault / substandard materials etc they wouldn’t listen. I also asked them how my phone had developed cracks in the exact same place as many other people who had posted images on line and they couldn’t respond at all they just kept saying that there engineer had decided (more likely was told to decide) that it was cosmetic damage and they stand by that decision.
Anyway all was well with the phone until just last month as the same cracks have now reappeared in exactly the same place as before! Obviously this must be cosmetic damage and misuse by me right, surely it cant be substandard materials or a design fault..
As you can image having paid £500 for the phone I have kept this phone in mint condition ever since I brought it keeping it in a hard plastic case and keeping it in my inside jacket pocket never in my trouser pockets where it might get crushed etc..
SE do not look after their customers at all.. I think I'll have to forget my brand loyalty on the next phone I purchase…
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Hi,
well, same here in Austria. I had a headphone jack problem (broken, see other forums). At least you got a phone call! I got my phone returned after 4 weeks and had to pay 40 € for the service (aprox. 50$) for nothing. Also here, there was a crack in the case which SE used as an excuse not to do anything with my phone arguing that I (or somebody) already tried to open it thereby causing the crack. So no warranty valid they said instead of calling me and asking whether to repair it for another 10-20 €.
Arguing with SE about it? Forget it. I found a replacement part on the internet for 5 €. Imagine that?! Changing it yourself is not that easy but can be done although this REALLY voids all warranty (well, what can I loose since I can not use my phone without the headphone anyway?).
Guess I will be looking for an Iphone, Nokia or similar next year.
im getting a black one, hope it doesn't have this problem
im loyal to SE, but i think.... have too look for an alternative if SE doesn't look seriously into this problem.
I was looking to purchase a Samsung Galaxy SII i9100 (U.K. version) but I know that Samsung won't honor the warranty since its a not a U.S. phone.
I was reading some old threads on this about how for $94 Squaretrade will insure your phone for $600 for two years but some people said they would cover it and some said they wouldn't...
Then I got this directly from Squaretrade's website:
"Coverage Details
2 years of coverage: The SquareTrade Smartphone warranty covers your Smartphone for up to 2 years, starting on the date of purchase.
Covered Issues: Both accidents (e.g., broken screen or other damage through drops AND liquid damage including full immersion) and out-of-warranty normal use failures (e.g., battery no longer charging or other hardware failures) are covered. We do not cover loss, theft, willful damage or damage occurring through gross misuse."
This scared the hell out of me, I've never used Squaretrade before. Lets say something goes wrong and I contact them for support... wouldn't they just say "sorry we only cover out-of-warranty repairs you need to go to Samsung U.K. since you have a 1st year warranty through them" ???
Kind of a big purchase (over $600) so I need to be sure that I am covered before pulling the trigger
Also does anyone know the general cost of shipping a galaxy s i9100 from the U.S. to the U.K. for samsung to repair it?
Thanks for you help I really appreciate it.
P.S. in case anyone says to search I already looked through both of the U.S. warranty threads and didn't find an answer
If you a buy a phone in its country of intended sale from an authorized Samsung dealer it's covered by Samsung's two-year global warranty. So if you buy it in the UK and have it shipped to the U.S. it'll be covered as you'll have a receipt from the UK in GBP. Expansys-USA also sends phones they sell in the U.S. back to the UK for repair through their office there. Now that the phone's being sold in the U.S. there's a good chance you could get a UK phone under warranty repaired here. Samsung's very strict and requires a receipt and/or a credit card statement before they repair a phone under warranty. They also have a DB of serial numbers that show which phones were sent to which resellers. Their warranty system is hard to scam.
SquareTrade does cover gray market phones. This is from their T&C:
If the manufacturer refuses to honor their warranty because they consider your item grey market or not purchased from an authorized retailer, we will still cover you.
And yes, assuming you get your phone from the UK or from Expansys-USA, SquareTrade only covers what the manufacturer doesn't. But if you crack the screen or cause damage to the phone that Samsung woudn't cover it's still good to have SquareTrade as a back-up.
Owning a gray market phone is a pain in the ass if something goes wrong. If it has to be repaired in the UK you'll be without for a couple of weeks. If you want the safety and security of carrier insurance and swaps for defects stick with an American version.
BarryH_GEG said:
If you a buy a phone in its country of intended sale from an authorized Samsung dealer it's covered by Samsung's two-year global warranty.
Expansys-USA also sends phones they sell in the U.S. back to the UK for repair through their office there.
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So if I purchase through Expansys-USA that means I still have the 2 year (or is it 1 year since it was bought from a Expansys branch in the States?) warranty and if anything goes wrong I send it to their U.S. branch which then forwards it to their U.K. branch to get repaired?
Is there any sort of warranty f.a.q. on Expansys website that says this in writing that I can print out? I looked on their website and found nothing detailing this U.S. to U.K. forwarding process and don't wan't to have something go wrong and then later on an Expansys-USA rep that doesn't know much telling me "Ooooh no sir, we don't do that... you have to go through Samsung U.K. yourself to get repairs"
BarryH_GEG said:
Owning a gray market phone is a pain in the ass if something goes wrong. If it has to be repaired in the UK you'll be without for a couple of weeks. If you want the safety and security of carrier insurance and swaps for defects stick with an American version.
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Gezz why the heck does Samsung make it so hard for Americans? You'd think they would want to make it easier for potential customers to buy their products that make them money instead of blacklisting the product from warranty and turning sales away
ap3604 said:
So if I purchase through Expansys-USA that means I still have the 2 year (or is it 1 year since it was bought from a Expansys branch in the States?) warranty and if anything goes wrong I send it to their U.S. branch which then forwards it to their U.K. branch to get repaired?
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In essence, Expansys is your warranty. I'm guessing they act as middle-man for the life of the Samsung warranty which, internationally, is two years. You really need to check with them.
Is there any sort of warranty f.a.q. on Expansys website that says this in writing that I can print out? I looked on their website and found nothing detailing this U.S. to U.K. forwarding process and don't wan't to have something go wrong and then later on an Expansys-USA rep that doesn't know much telling me "Ooooh no sir, we don't do that... you have to go through Samsung U.K. yourself to get repairs"
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E-mail their sales group and ask them to send you an e-mail confirming their policy. If you want to buy the phone in the UK, Handtec, Clove, and CleverBoxes all ship to the U.S.
Gezz why the heck does Samsung make it so hard for Americans? You'd think they would want to make it easier for potential customers to buy their products that make them money instead of blacklisting the product from warranty and turning sales away
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The U.S. carriers are their bread and butter. They'd rather funnel all their sales through them rather than compete by selling unlocked phones direct.
Easy...
ap3604 said:
I was looking to purchase a Samsung Galaxy SII i9100 (U.K. version) but I know that Samsung won't honor the warranty since its a not a U.S. phone.
I was reading some old threads on this about how for $94 Squaretrade will insure your phone for $600 for two years but some people said they would cover it and some said they wouldn't...
Then I got this directly from Squaretrade's website:
"Coverage Details
2 years of coverage: The SquareTrade Smartphone warranty covers your Smartphone for up to 2 years, starting on the date of purchase.
Covered Issues: Both accidents (e.g., broken screen or other damage through drops AND liquid damage including full immersion) and out-of-warranty normal use failures (e.g., battery no longer charging or other hardware failures) are covered. We do not cover loss, theft, willful damage or damage occurring through gross misuse."
This scared the hell out of me, I've never used Squaretrade before. Lets say something goes wrong and I contact them for support... wouldn't they just say "sorry we only cover out-of-warranty repairs you need to go to Samsung U.K. since you have a 1st year warranty through them" ???
Kind of a big purchase (over $600) so I need to be sure that I am covered before pulling the trigger
Also does anyone know the general cost of shipping a galaxy s i9100 from the U.S. to the U.K. for samsung to repair it?
Thanks for you help I really appreciate it.
P.S. in case anyone says to search I already looked through both of the U.S. warranty threads and didn't find an answer
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Simple, throw it into the toiled before claiming the insurance.
Hi all,
I know there are some people stuck with a dead Moto G that has an unlocked bootloader and the shop where they bought it unwilling to accept the responsibility to honor warranty claims. I just received confirmation from a large online retailer - Bol.com that they are honoring my warranty claim for precisely this issue.
The defect was that the phone would not power up anymore at all; similar to a couple of cases I have read about on these forums. Important: the phone went dead within 6 months of the purchase.
The way I managed them to honor their obligations was to contact thuiswinkel-waarborg and file a complaint.
In this complaint I made sure to point out that warranty was declined without providing proof that unlocking the phone had been the cause of the defect. Since the burden of proof lies with the seller within the first 6 months, they were in breach of the regulations from thuiswinkel-waarborg by refusing the warranty claim in this manner.
The seller tried to convince the hardware service center to fix the phone under warranty but was unsuccesful. Too bad for the seller, but this is the risk they take on themselves; this has no impact on the rights to warranty that the customer has (at least in Europe)
Personally I opted to receive a full refund since during the several weeks it took to convince them I am right I got another phone. My next phone will be from a manufacturer that does not void warranty when unlocking/rooting since I can't be bothered with going through these discussions every time a phone dies (which they seem to keep doing all the time these days)
If you have further questions including details about the email and phone conversations I had with the seller please send me a PM.
Especially if you bought your phone at Bol.com you may be interested in a referral to my warranty case, in order to strengthen your own warranty claim. I will do all I can to help out any of you who are stuck in the same position and have not given up on getting compensated, as the law requires.
Cheers,
Sandor
Poor seller. He should sue motorola for exchanging the unit and/or refund full amount. That seller would never sell another motorola phone cause of this. Not a good business practice for motorola.
Semseddin said:
Poor seller. He should sue motorola for exchanging the unit and/or refund full amount. That seller would never sell another motorola phone cause of this. Not a good business practice for motorola.
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Actually, Bol.com is a giant online retailer that makes enormous amounts of profit.
They will keep selling products from manufacturers that refuse to honor warranty claims since the bottom line will still be positive for them.
In the end, a large portion of consumers so affected will never learn about their rights and simply accept their loss.
Also, there is no reason to believe that they will change their warranty policy concerning this issue either.
This means that for those who *do* know that their consumer rights are being violated they'll have to go through the same lengthy email/phone conversations I have had to endure. Hopefully, using my method and referring to my case will help smooth-en this process a bit.
As far as bad business practice is concerned; as a consumer i only care about my relationship with the reseller; it will take some time before I will start ordering goods from Bol.com again, since they made this warrantly claim such a painful experience for me. Motorola can do whatever they want in their business practices; it is not of my concern. I do care about the quality of their products however, and since they seem to be under par, i will not buy Motorola products again in the future.
It fell out of my hands face flat onto a concrete floor - I tried to catch it mid fall and ending up flicking it further away, around 4-5ft drop with quite a bit of force in the end.
NO DAMAGE at all!!
This phone is not as fragile as people are making out on xda.
Just thought I would let people know as all I see on here is 'it smashed/cracked by itself' 'i didn't drop it far etc etc
Perhaps I am just lucky, either way front and back glass are still perfectly fine.
This might help people who are still on the fence to buy it or not.
Sent from my D5803 using XDA Free mobile app
Yeah I've had my phone fall a few times onto wooden floors, once into the crevices of my car seat, tossed on my bed etc; phone is still mint. No case or screen protector.
Sent from my D5803
pricey2009 said:
It fell out of my hands face flat onto a concrete floor - I tried to catch it mid fall and ending up flicking it further away, around 4-5ft drop with quite a bit of force in the end.
NO DAMAGE at all!!
........
This might help people who are still on the fence to buy it or not.
Click to expand...
Click to collapse
Well maybe you should change the title lol. Now people will think this is yet another thread about a Z3C that has fallen to pieces.
I've dropped mine after 1h from taking out of the box... from the microwave to to counter and to tiles floor, i lost few years of my life, but the phone was absolutely immaculate, not wearing any protection at all
Robin>Hood said:
Well maybe you should change the title lol. Now people will think this is yet another thread about a Z3C that has fallen to pieces.
Click to expand...
Click to collapse
Don't you think that makes it more likely to be read though? Lol
Sent from my D5803 using XDA Free mobile app
You could change the title to something like "Post about your drops with no damage!"
every drop is different.
if you are lucky it survives a 2m drop.
if you are unlucky it cracks from 50cm
pricey2009 said:
It fell out of my hands face flat onto a concrete floor - I tried to catch it mid fall and ending up flicking it further away, around 4-5ft drop with quite a bit of force in the end.
NO DAMAGE at all!!
This phone is not as fragile as people are making out on xda.
Just thought I would let people know as all I see on here is 'it smashed/cracked by itself' 'i didn't drop it far etc etc
Perhaps I am just lucky, either way front and back glass are still perfectly fine.
This might help people who are still on the fence to buy it or not.
Sent from my D5803 using XDA Free mobile app
Click to expand...
Click to collapse
@pricey2009
Hey Pricey
Tbh I think you're massively lucky... but please add your experience to the survey, so that it's as representative as possible.
http://forum.xda-developers.com/z3-compact/general/sony-xperia-z3-z3-compact-glass-survey-t2900149
Regards,
Gary
gazzawazza said:
@pricey2009
Hey Pricey
Tbh I think you're massively lucky... but please add your experience to the survey, so that it's as representative as possible.
http://forum.xda-developers.com/z3-compact/general/sony-xperia-z3-z3-compact-glass-survey-t2900149
Regards,
Gary
Click to expand...
Click to collapse
All done
Sent from my D5803 using XDA Free mobile app
Sounds like a defective unit to me - ask Sony to replace for one that cracks properly :good:
To the OP.. What week is your phone was manufactured?
Sent from my C2104 using XDA Premium 4 mobile app
Sparksys said:
To the OP.. What week is your phone was manufactured?
Sent from my C2104 using XDA Premium 4 mobile app
Click to expand...
Click to collapse
W39
Sent from my D5803 using XDA Free mobile app
you must be lucky - I dropped mine 2 days after getting it and it landed on a corner of a glass scale and entire back screen was in bits.... I still have a chipmark on the bezel at the back (tiny but still) but luckily I managed to get the back glass replaced by my insurance. What I'm worried about now is how it affects the water resistance but hopefully they would have done a decent job and put the back screen in properly...
Dropped mine today after a week of use. Was in my shirt pocket and fell on the concrete floor as I was bending down. There was no case on it. Only screen protectors. I was really nervous to check for any damage after reading through the plethora of negative reviews regarding cracks. To my surprise the phone did not suffer from any damage whatsoever. Was quite relieved. My case (Ringke fusion) is still on the way. Hope it arrives soon.
I placed my order from Sony's USA site this past Friday. I had the option to also purchase the 2 year warranty from Sony for an extra $79.99. I am very, very careful with my devices, so I normally don't purchase the extra protection. But this will be my first all glass phone, so I'm wondering if I should shell out the extra $80.
Weird thing is that Sony's website states that I have up until 365 days after my purchase to get the 2 yr warranty. So, does that mean I can wait until my phone breaks to get the warranty? How exactly does this work?
Issemann said:
I placed my order from Sony's USA site this past Friday. I had the option to also purchase the 2 year warranty from Sony for an extra $79.99. I am very, very careful with my devices, so I normally don't purchase the extra protection. But this will be my first all glass phone, so I'm wondering if I should shell out the extra $80.
Weird thing is that Sony's website states that I have up until 365 days after my purchase to get the 2 yr warranty. So, does that mean I can wait until my phone breaks to get the warranty? How exactly does this work?
Click to expand...
Click to collapse
sorry that no-one replied Issemann.
Personally, the 2 year 'cover' sounds ok. It does significantly increase the cost of the phone though, surely?
Just make sure you've read what the warranty covers. If this is literally just an extended period (but otherwise standard) warranty, you're not covered for stuff like accidental damage / self-inflicted stuff.
I thought I'm careful with products but accidents can happen. Also, the phone is made of glass (predominantly i.e. both front and back are glass) and it's slippy in a way that I've not encountered with other phones (not that I've had many). You really must get a case for it.
Regarding your comment about phone breaking and then getting warranty. Technically, if the incident occurred and you weren't covered by the warranty, then you're not covered (I'd have thought - it's like taking out insurance after an accident occurred). But who's to know? Tbh, if you take out the warranty, then make a claim on it days / weeks later, it'll just look suspicious
You could just say you were blessed by foresight and took out the warranty at the right time
Everything I've said though is speculation, in that I've not looked at the cover you're talking about. However, I stand by that you need cover in place to be covered!
Anyway, this is an extract from the latest published Z3 compact warranty, language is UK (am taking this to imply it's the UK warranty ). The warranty listed here is two years, so either yours would be an extended cover or an extended period of warranty (I'd imagine). Finally, I say it's the z3 compact warranty, as this is the pdf produced when I browsed to the z3 compact and downloaded the warranty doc:
"Our warranty
Subject to the conditions of this Limited Warranty, Sony warrants this Product to be free
from defects in design, material and workmanship at the time of its original purchase by a
consumer. This Limited Warranty will last for a period of two (2) years as from the original
date of purchase of the Product for your mobile device, and for a period of one (1) year
following the original purchase date of the Product for all original accessories (such as the
battery, charger or handsfree kit) which may be delivered with your device.
What we will do
If, during the warranty period, this Product fails to operate under normal use and service, due
to defects in design, materials or workmanship, Sony authorised distributors or service
partners, in the country/region* where you purchased the Product, will, at their option, either
repair, replace or refund the purchase price of the Product in accordance with the terms and
conditions stipulated herein.
Sony and its service partners reserve the right to charge a handling fee if a returned Product
is found not to be under warranty according to the conditions below.
Please note that some of your personal settings, downloads and other information may be
lost when your Sony Product is repaired or replaced. At present, Sony may be prevented by
applicable law, other regulation or technical restrictions from making a backup copy of
certain downloads. Sony does not take any responsibility for any lost information of any kind
and will not reimburse you for any such loss. You should always make backup copies of all
the information stored on your Sony Product such as downloads, calendar and contacts
before handing in your Sony Product for repair or replacement."
"This warranty does not cover any failure of the Product that is due to:
• Normal wear and tear.
• Use in environments where relevant IP rating limitations, if applicable, are exceeded
(including liquid damage or the detection of liquid inside the device resulting from such
use).
• Misuse or failure to use in accordance with the Sony instructions for use and
maintenance of the Product.
Nor does this warranty cover any failure of the Product due to accident, software or
hardware modification or adjustment, or acts of God."
Source: http://www-support-downloads.sonymobile.com/common/warranty_phones_GB_24_2.pdf
Basically, under the standard warranty, you have to prove that there is a defect to avoid having to pay a repair bill.
Regards,
Gary
gazzawazza said:
sorry that no-one replied Issemann.
Personally, the 2 year 'cover' sounds ok. It does significantly increase the cost of the phone though, surely?
Just make sure you've read what the warranty covers. If this is literally just an extended period (but otherwise standard) warranty, you're not covered for stuff like accidental damage / self-inflicted stuff.
I thought I'm careful with products but accidents can happen. Also, the phone is made of glass (predominantly i.e. both front and back are glass) and it's slippy in a way that I've not encountered with other phones (not that I've had many). You really must get a case for it.
Regarding your comment about phone breaking and then getting warranty. Technically, if the incident occurred and you weren't covered by the warranty, then you're not covered (I'd have thought - it's like taking out insurance after an accident occurred). But who's to know? Tbh, if you take out the warranty, then make a claim on it days / weeks later, it'll just look suspicious
You could just say you were blessed by foresight and took out the warranty at the right time
Everything I've said though is speculation, in that I've not looked at the cover you're talking about. However, I stand by that you need cover in place to be covered!
Anyway, this is an extract from the latest published Z3 compact warranty, language is UK (am taking this to imply it's the UK warranty ). The warranty listed here is two years, so either yours would be an extended cover or an extended period of warranty (I'd imagine). Finally, I say it's the z3 compact warranty, as this is the pdf produced when I browsed to the z3 compact and downloaded the warranty doc:
"Our warranty
Subject to the conditions of this Limited Warranty, Sony warrants this Product to be free
from defects in design, material and workmanship at the time of its original purchase by a
consumer. This Limited Warranty will last for a period of two (2) years as from the original
date of purchase of the Product for your mobile device, and for a period of one (1) year
following the original purchase date of the Product for all original accessories (such as the
battery, charger or handsfree kit) which may be delivered with your device.
What we will do
If, during the warranty period, this Product fails to operate under normal use and service, due
to defects in design, materials or workmanship, Sony authorised distributors or service
partners, in the country/region* where you purchased the Product, will, at their option, either
repair, replace or refund the purchase price of the Product in accordance with the terms and
conditions stipulated herein.
Sony and its service partners reserve the right to charge a handling fee if a returned Product
is found not to be under warranty according to the conditions below.
Please note that some of your personal settings, downloads and other information may be
lost when your Sony Product is repaired or replaced. At present, Sony may be prevented by
applicable law, other regulation or technical restrictions from making a backup copy of
certain downloads. Sony does not take any responsibility for any lost information of any kind
and will not reimburse you for any such loss. You should always make backup copies of all
the information stored on your Sony Product such as downloads, calendar and contacts
before handing in your Sony Product for repair or replacement."
"This warranty does not cover any failure of the Product that is due to:
• Normal wear and tear.
• Use in environments where relevant IP rating limitations, if applicable, are exceeded
(including liquid damage or the detection of liquid inside the device resulting from such
use).
• Misuse or failure to use in accordance with the Sony instructions for use and
maintenance of the Product.
Nor does this warranty cover any failure of the Product due to accident, software or
hardware modification or adjustment, or acts of God."
Source: http://www-support-downloads.sonymobile.com/common/warranty_phones_GB_24_2.pdf
Basically, under the standard warranty, you have to prove that there is a defect to avoid having to pay a repair bill.
Regards,
Gary
Click to expand...
Click to collapse
what you are referring to is the original manufacturer warranty...Sony provides an additional warranty option for $80. It is for 2 years and covers accidents in addition to defects (still covered under original warranty). It does not cover theft/loss. From what i read, they will repair it or replace the device 1 time during that period. If you send it for repairs the coverage continues, if they decide to replace it, the warranty becomes void. A good bargain for $80, breaks down to $3.33 a month with no deductible. Better than carrier insurance.
jdiddy_ub said:
what you are referring to is the original manufacturer warranty...Sony provides an additional warranty option for $80. It is for 2 years and covers accidents in addition to defects. It does not cover theft/loss. From what i read, they will repair/replace the device 1 time during that period. Once you use it, it becomes void. Still a good bargain for $80, breaks down to $3.33 a month with no deductible. Better than carrier insurance. The only "catch" is the theft/loss and only 1 claim allowed.
Click to expand...
Click to collapse
Hi @jdiddy_ub
I know I was referring to the standard / original warranty - I wanted to be certain that what @Issemann was talking about was different / additional / beneficial
Very good point that $3.33 a month is good, although it being a single shot isn't so good.
I'm investigating whether I can get a similar deal over in the UK. Unfortunately I didn't buy directly from Sony, so might not have this extension, if available at all, available to me.
I bought via my carrier - O2 - on an upgrade. They offer insurance but you have to take it within 28 days of purchase (and I'm outside that now).
There are price bands for the insurance. I don' t know which the z3 compact falls in but I will bet it won't be the cheapest one
However, you get accidental damage and accidental theft cover. You can also get accidental damage cover only.
I've skimmed the T&Cs and cover is upto £300. Am assuming this is per claim. Couldn't find any cap on numbers of claims you can make.
Assuming you have similar insurance packages via your carriers, it might be effectively not much more expensive to get insurance and have the 'more than one use' option?
Alternatively, take out the accidental damage warranty and look at 3rd party insurance, if that warranty gets 'used'.
Just be careful about insurance T&Cs (I know you read them but others might not be so vigilant). I've just, out of curiosity, checked out a UK insurer called gadget cover. Their monthly cover for the z3 compact is basically £7 p/m. You can pay annually too. Interesting 'penalties' though.
Excess will be £50 or £75 for z3 compact (damage / theft or loss, respectively), with an additional £25 on top, if claiming within first 3 months of cover.
Additionally, if you pay monthly, you have to pay the balance of the 12 month premium before any claim can be made (effectively increases the 'excess' hugely, if you make an early claim).
So you could effectively have to pay out £177 for a lost phone, including your initial payment, assuming the insurer honours the claim, if you claimed in the first month. Ouch.
I guess cheaper than buying a new phone though.
I do appreciate I've been rather UK-centric, but I just wanted to flag this kind of detail of UK users and to warn non-UK users of possible pitfalls with insurance (assuming mobile device insurers have similar policies - I'm fairly confident they would, particularly regarding mobile phone cover).
Regards,
Gary
gazzawazza said:
Hi @jdiddy_ub
I know I was referring to the standard / original warranty - I wanted to be certain that what @Issemann was talking about was different / additional / beneficial
Very good point that $3.33 a month is good, although it being a single shot isn't so good.
I'm investigating whether I can get a similar deal over in the UK. Unfortunately I didn't buy directly from Sony, so might not have this extension, if available at all, available to me.
I bought via my carrier - O2 - on an upgrade. They offer insurance but you have to take it within 28 days of purchase (and I'm outside that now).
There are price bands for the insurance. I don' t know which the z3 compact falls in but I will bet it won't be the cheapest one
However, you get accidental damage and accidental theft cover. You can also get accidental damage cover only.
I've skimmed the T&Cs and cover is upto £300. Am assuming this is per claim. Couldn't find any cap on numbers of claims you can make.
Assuming you have similar insurance packages via your carriers, it might be effectively not much more expensive to get insurance and have the 'more than one use' option?
Alternatively, take out the accidental damage warranty and look at 3rd party insurance, if that warranty gets 'used'.
Just be careful about insurance T&Cs (I know you read them but others might not be so vigilant). I've just, out of curiosity, checked out a UK insurer called gadget cover. Their monthly cover for the z3 compact is basically £7 p/m. You can pay annually too. Interesting 'penalties' though.
Excess will be £50 or £75 for z3 compact (damage / theft or loss, respectively), with an additional £25 on top, if claiming within first 3 months of cover.
Additionally, if you pay monthly, you have to pay the balance of the 12 month premium before any claim can be made (effectively increases the 'excess' hugely, if you make an early claim).
So you could effectively have to pay out £177 for a lost phone, including your initial payment, assuming the insurer honours the claim, if you claimed in the first month. Ouch.
I guess cheaper than buying a new phone though.
I do appreciate I've been rather UK-centric, but I just wanted to flag this kind of detail of UK users and to warn non-UK users of possible pitfalls with insurance (assuming mobile device insurers have similar policies - I'm fairly confident they would, particularly regarding mobile phone cover).
Regards,
Gary
Click to expand...
Click to collapse
I edited my original post after re-reading the terms. The "one-shot" only applies to replacement. You can get the device repaired and continue to have coverage until the 2 years expires. I have been comparing the Sony $80 warranty vs. 3rd party companies and i still think that Sony comes out on top. The major difference is theft/loss coverage. If you are someone that has the tendency to lose things or have lost your phone in the past, then the Sony coverage won't cover you.
If we are talking about accident coverage, Sony comes out way on top if you talk about pricing. Take a 3rd party insurer for lets say $5/mo and add a $75 deductible to it...on month #3 you would be paying $90 and if you dropped it on say month #20 it comes out to $175..more than double Sony's price.
Also, Sony is a major brand whereas 3rd party insurance (based on google reviews-i've never had it) sounds like a 50-50 crap shoot, 1. to find a reputable company 2. turnaround times, and what they cover/don't cover...some reviews state they had to provide like 10 different proofs of purchase and the company tries to find a loophole out of it.
In my opinion, if you're lucky enough to be able to purchase the Sony warranty, that is the best deal.
jdiddy_ub said:
I edited my original post after re-reading the terms. The "one-shot" only applies to replacement. You can get the device repaired and continue to have coverage until the 2 years expires. I have been comparing the Sony $80 warranty vs. 3rd party companies and i still think that Sony comes out on top. The major difference is theft/loss coverage. If you are someone that has the tendency to lose things or have lost your phone in the past, then the Sony coverage won't cover you.
If we are talking about accident coverage, Sony comes out way on top if you talk about pricing. Take a 3rd party insurer for lets say $5/mo and add a $75 deductible to it...on month #3 you would be paying $90 and if you dropped it on say month #20 it comes out to $175..more than double Sony's price.
Also, Sony is a major brand whereas 3rd party insurance (based on google reviews-i've never had it) sounds like a 50-50 crap shoot, 1. to find a reputable company 2. turnaround times, and what they cover/don't cover...some reviews state they had to provide like 10 different proofs of purchase and the company tries to find a loophole out of it.
In my opinion, if you're lucky enough to be able to purchase the Sony warranty, that is the best deal.
Click to expand...
Click to collapse
Yep... sounds like the best deal tbh.
I can't find any option regarding warranties on the Sony Mobile website
Have had a look in the Sony online store, tried accessories, etc, to no avail.
Suspect it must get offered after you've made a direct purchase?
Did have a quick browse via my carrier too but couldn't find anything pertinent.
Regards,
Gary