Related
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.
Space Reserved
Space Reserved
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.
HI Guys
1st
I used to had HTC Blackstone.After 1st warranty service I've received Blackstone with new touch panel and screen!!!But with death pixels more than 3!!!So it went back to Miltone Keynes service centre.After 2weeks+ I was happy owner of serviced Black100.
2nd
My HD2 is going to Miltone Keynes again after 1st warranty service.
Just day after I've received my phone
Again death pixel on screen,screen is not align in housing.
HOUSING is kind of secondhand!!! it is obviously not my!!! It has scratches on different places.
Maybe missing kapton around speaker.<--light is coming up from grid.Cool
Looks like serviced somewhere far far east you know that Communist country?!!!
For now I hate Miltone Keynes service centre.
They are trying us a stupid costumers?!!?
Lied on service explanation in both cases!!
Waisting my time!!!, their money and our green planet
Only who is profiting is UPS delivery company.
S..t happens after 1y7m on HTC I was without Phone for 1m2weeks+
PS:sorry for my funny Engl......
Yes they are shockingly bad.
My blackstone had newton rings so as I'm near them I dropped it in.
They wanted to charge me nearly £200 to repair something which in other countries they cover under warranty.
Thing is, they hadn't sent me a link to the tracking page so I only found out when I called up after 2 weeks for an update. Had I left it much longer they would have disposed of my phone without telling me.
I arranged with the call centre to be able to go in and pick my phone up but they hadn't told the repair centre so they were baffled with my arrival.
I then took the phone back to the store I bought it from for them to try and get a warranty repair, they got the phone back with a report of "no dead pixels found" when the fault report sent with the phone didn't mention dead pixels. The store offered to try again but having been without my phone for a month I wasn't keen, so they put it through as an insurance claim and I got a new phone the next morning.
UF
Uf
I feel sorry for all UK HTC underwarranty c....
Looks like it's a group of poor paid people.
Or they just traying cheat on us.
By the way It's not real HTC they are just ''official service''
Hope HTC will change it soon!!!
SO say no to Miltone Keynes service centre or be realy careful.....
One good thing about it being in the UK is UK consumer laws are pretty decent.
Merely mentioning trading standards when I was in reception got them to change their tune and go get me my phone.
Had I a spare phone I could have reported them to trading standards for not fixing newton rings under warranty when I could provide evidence that in other countries they were allowing them as warranty faults.
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
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Click to collapse
can understand how a screen might wear out if you dont use a screen protector, with one however it should last for a very long time... unless i dont understand the tech
just about warranty
this is not a tread about screen lifetime.
I just disagree withy way how guys in UK --> Miltones Keynes working.
Isurence if fine but it can't fix errors done by service centre.
Im not sure if my insurence is covering 1 second repair.
I don't know what the problem is. I had the crazy screen sensitivity issue, agged lines, random key presses.
Had the phone 9 months, called them, tried the latest ROM, same problem, sent it back, 2 weeks later it reappeared working perfectly, no problems, no scratches.
I coudn't be happier with their service.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
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Click to collapse
The great thing about the consumer rights acts is you are entitled to a reasonable length of use out of a product, so even if it comes with just a 1 month warranty and it fails after 3 months, if you can argue that it was resonably expected to last that long then the law is on your side and you're entitled to repair/replacement.
nrfitchett4 said:
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
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Click to collapse
Insurance is for damage/loss, not breakdowns. Breakdowns should be covered by warranty/consumer protection laws, after all, if you're sold a shoddy item, why should it cost you to bring it up to the quality item you paid for in the first place?
Of course if something isn't covered by the warranty there's nothing stopping someone damaging their phone and claiming on insurance for a replacement.
Generally we have lower premiums and an excess to pay in the event of a claim, although you could find a policy with no excess but higher premiums.
Well
my HD2 is again on the way to service centre.
Let's wait for it!
I was just havig look all around my HD2 Looks like they found some used one in better contidion.Replace the sticker with IMEI an SN.-->Maybe they've put even my HW in to it.because IMEI and SN is still same----->second hand housing, screen with death pixels, sreen was't align in housing and few small s..ts.
I'll report next week hopefuly...
I'm in ...
Dear ,
Thank you for returning your phone to us for repair.
This email is to confirm receipt of your PDA/Smart phone at the HTC Service centre.
Date/Time: ../11/2010 hh/mm/ss
S/N:HT.......................
IMEI: 35......................
Please do not respond to this message this is a generic email sent from an automated mailbox.
To learn more about HTC Europe, please visit our website at www.htc.com
Note: This is an automated message - do not respond to this email address as incoming mail is not answered. If you need to contact the Call Centre, please use this link http://www.htc.com/europe/CA_Hotline.aspx quoting your unique ticket number.
CONFIDENTIALITY NOTE : The information in this e-mail is confidential and privileged; it is intended for use solely by the individual or entity named as the recipient hereof. Disclosure, copying, distribution, or use of the contents of this e-mail by persons other than the intended recipient is strictly prohibited and may violate applicable laws. If you have received this e-mail in error, please delete the original message and notify us by return email or collect call immediately. Thank you. HTC Corporation
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
OrionCarl said:
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
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under the warranty?
What was explanation of service?
Never more HTC Service centre
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
-jen94ek- said:
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
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Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
fred_up said:
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
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Good Idea but have you got Email adr... to HTC Headquarters??
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
Milton Keynes (T-Mobs official repairer) = HTC service centrum
HTC_HD2_NEW said:
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
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Click to collapse
Problem is still in guys>>>>> Milton Keynes (T-Mobs official repairer)---->IT's HTC official service centree as well!!!!
Im sure all HTC from any NetProvider must be fix in Milton Keynes anyway.
Hmm..
I did ask the question when I spoke to HTC and the guy on the phone assured me that they were not SBE, even though both addresses were in Milton Keynes..
To be fair, the addresses I had were different as was the paperwork!
I wonder if I can interest anyone on this forum about a curious warranty situation. Also I hope I'm not outside the forum regulations on this general call for help. I would greatly appreciate any advice from people who faced similar circumstances.
The Story:
Following a botched repair attempt, I recently Googled around one of Samsung Electronics' warranty sidekick by the name of Anovo. Judging by the many terrible experiences people are having with them, I wish I had researched better before sending off my device. Then again you don't expect a reputable company to send you to the 'dogs'. Anovo honestly are not doing Samsung any 'service' either.
Anyone will know the top end Galaxy Note and the market value to be in the range £400-£500. The second hand value given any damage arguably around £200. I'm guessing this, based on the price of a working screen/digitiser.
Well I sent mine in for repair on 1st June 2012. I had just returned from holiday. The phone had been exposed to the very hot and sweaty conditions of my shirt pocket for several days. After reporting the phone as not powering and dead to warranty department, amazingly, that evening it suddenly came to life. I reported the change of circumstances immediately on their warranty number. I was surprised how courteous and welcoming the customer support rep was. I then used the device for 3 days all features working except main camera and stylus. Even battery consumption was the same. Why 3 days? I was in waiting for the envelope to arrive. I began to wonder if I should actually send it in or sell it. Optimistically I took a split decision to hand it in, hoping that Samsung repairs may correct what I thought in their eyes might be a very simple issue.
Cut a long story short, the phone came back completely dead again. The explanation... the phone is not covered under warranty due to water damage. OK let's say we accept the phone had water penetration given the conditions it was in, can anyone spot the strangeness?
Great! I hope anyone reading can appreciate a repair company is actually supposed to fix/return and not break items. Even if one were to argue 'well in the course of fixing something there is every possibility it can get worse'.
Surely this is why companies take out insurance and accept their liabilities. If it was working when it reached the repair desk, surely it should be returned to me in the same state it was sent?
Furthermore, I could not find any warranty terms and conditions to state that if in the repair process my phone failed, they would remove themselves from blame.
After having returned it to Anovo a second time with the same excuse yesterday, I really don't have much other options except legal. Anovo the shoddy firm that Samsung uses to repair the phones is going to return the item ...dead. The main thing they refuse to admit or discuss... if the engineer took notes that the item was working prior to opening it up.
In the meantime I will do my very best to let others know of the austerity measures others may experience when they return their part working phone under warranty.
PLEASE BEWARE SAMSUNG REPAIR PARTNERS MAY RETURN YOUR PHONE AS COMPLETELY DEAD IF THEY CANT FIX IT OR IF IT FAILS WARRANTY
Any independent comments or advice welcome. Am I justified in my expectation or not?
Unfortunately this "water damage" mallarchy (which I'm pretty certain was all started by apple with the iphone) is pretty standard practice now for most companies. I believe they have litmus strips within the phone which discolour when water gets to a dangerous level, but how accurate they are is anyone's guess.
I know I take my phone into the bathroom when I have a bath to listen to music and sing innapropriately and on more than one occasion I've taken the battery out days later to find worrying amounts of moisture collecting internally. Maybe I've just been lucky.
It does seem a little suspect that they return it completely unworking, and yes, I would definitely get back to them stating that they've sent it back worse off than when you sent it in. If you're in uk, it may be worth having a chat with citizens advice bureau. I find them incredibly persuasive for things like this.
All the best mate, hope you get something resolved satisfactorily.
Sent from my Paranoid Android GT-N7000. It doesn't get much better than this!
Hello people,
If you are thinking about getting any OnePlus product,especially the new OnePlus one or two, please read this before you jump the gun and spend your hard earned cash.I will share my ownership experience with you so that you don't do the same mistake of buying OnePlus as I did.I am attaching the email that I sent to them after my phone gone bad
“Hello OnePlus,
My name is Rajesh Bhuin, a proud owner of Oneplus One 64 GB until one day when the speakers of my
phone stopped working all of a sudden. I searched through your forum and most people told me that it was probably a faulty speaker which is quite common for OnePlus one. So I took my phone to Service Center which is a good 300 Km away from where I live. Upon inspecting my phone, the service guy told me that the fault is with the motherboard and not with the speakers. And the probable reason is due to water damage as the water indicator sticker had become red. So my warranty is now void and it will cost around Rs. 19000 to change the motherboard. I assured him that I have NOT exposed my phone to water by any means.
So after further throughout inspection he told me that there were absolutely no other traces of water inside the phone and the sticker
had changed its color probably because of vapor condensation insidethe phone. He also suggested me to write to you about the issue as itwas not any way my fault.
So I request you to please look in this matter so that my phone can beserviced and I can get the remaining warranty back. You can confirmthe matter from the service guy,I have provided his email id with his permission. Also please let me know if you need any further details.
RegardsRajesh Bhuin
DETAILS:
Model : Oneplus One 64 GB, Sandstone Black
Date of Purchase - 12-04-2015
IMEI – 8658000********
Service Centre Name – TOUCH
Address - 20-H, Park Street, Kolkata-700016, West Bengal
Phone no - 033-44026291
Service Engineer - Gaurav Dey, email id -
Date of Servicing - 24th July
Service Request Number - JS15072400496”
After two days a Oneplus representative the called me. I explained him the situation. I also told him I am willing to pay the sum if they could only change the affected part. He told me that they will look into the matter and will get back to me.The very next day he called me again and told me that they couldn't do anything as the sticker turned red even if the phone was never exposed to any liquid.Also the phone can not be repaired without changing the motherboard!
Well now you know that is how they treat their customers. They say there are always compromises when buying a cheap product.I guess for one plus this is the compromise "NO WARRANTY SERVICE " even though it is not exactly cheap.On paper their product might look good but this is the built quality you get. A flagship grade phone which gets damaged for no reason!. And even if it gets damaged you can not just repair it, you have to buy a new phone. This can happen to you too!Think about it before you buy it.
Thanks for reading.
i just buy its
Dude,this probably will surprise you,but this sh*t happens to "famous" iPhone and Samsung and LG and any other expensive and superb brand too,one to the million but surely happens. You just had a bad luck with the device thats all, i`m using this awesome phone more than a year and its perfect and many others like me too i`m sure about it.
I don't see why you're complaining about OnePlus in particular. It's standard protocol for a warranty to be voided when the liquid detection stickers have been tripped, and this is true for all manufacturers/suppliers. How on earth is a manufacturer supposed to distinguish between someone who honestly hasn't had any water damage, and someone who has had water damage but is claiming to not have had any. They can't. You're expecting them to make an exception for you? Why? You're no more special than any other customer. Sure, you might have be gotten unlucky with this, but you can't expect special treatment just because you say the phone has no water damage, and you can't blame OnePlus for something that is an industry wide standard.
If those liquid markers changed color. You had your phone in a heavily humid area and or talking on the phone in the rain, kept the phone in a steamed up shower, etc. I know all manufacturers have limitations on proper environments and bad environments from temp, humidity, etc.
Pretty sure any phone manufacturer would void your warranty under these circumstances, that's why they have water indicator. How else are they supposed to judge whether you got your phone wet and caused the damage yourself?
rajeshbhuin said:
Hello people,
If you are thinking about getting any OnePlus product,especially the new OnePlus one or two, please read this before you jump the gun and spend your hard earned cash.I will share my ownership experience with you so that you don't do the same mistake of buying OnePlus as I did.I am attaching the email that I sent to them after my phone gone bad
“Hello OnePlus,
My name is Rajesh Bhuin, a proud owner of Oneplus One 64 GB until one day when the speakers of my
phone stopped working all of a sudden. I searched through your forum and most people told me that it was probably a faulty speaker which is quite common for OnePlus one. So I took my phone to Service Center which is a good 300 Km away from where I live. Upon inspecting my phone, the service guy told me that the fault is with the motherboard and not with the speakers. And the probable reason is due to water damage as the water indicator sticker had become red. So my warranty is now void and it will cost around Rs. 19000 to change the motherboard. I assured him that I have NOT exposed my phone to water by any means.
So after further throughout inspection he told me that there were absolutely no other traces of water inside the phone and the sticker
had changed its color probably because of vapor condensation insidethe phone. He also suggested me to write to you about the issue as itwas not any way my fault.
So I request you to please look in this matter so that my phone can beserviced and I can get the remaining warranty back. You can confirmthe matter from the service guy,I have provided his email id with his permission. Also please let me know if you need any further details.
RegardsRajesh Bhuin
DETAILS:
Model : Oneplus One 64 GB, Sandstone Black
Date of Purchase - 12-04-2015
IMEI – 8658000********
Service Centre Name – TOUCH
Address - 20-H, Park Street, Kolkata-700016, West Bengal
Phone no - 033-44026291
Service Engineer - Gaurav Dey, email id -
Date of Servicing - 24th July
Service Request Number - JS15072400496”
After two days a Oneplus representative the called me. I explained him the situation. I also told him I am willing to pay the sum if they could only change the affected part. He told me that they will look into the matter and will get back to me.The very next day he called me again and told me that they couldn't do anything as the sticker turned red even if the phone was never exposed to any liquid.Also the phone can not be repaired without changing the motherboard!
Well now you know that is how they treat their customers. They say there are always compromises when buying a cheap product.I guess for one plus this is the compromise "NO WARRANTY SERVICE " even though it is not exactly cheap.On paper their product might look good but this is the built quality you get. A flagship grade phone which gets damaged for no reason!. And even if it gets damaged you can not just repair it, you have to buy a new phone. This can happen to you too!Think about it before you buy it.
Thanks for reading.
Click to expand...
Click to collapse
This is so fake.
I had to change my phone and had problems to. They took 1 month to reply, but solved my issue in 1 week. Sent the phone and next week the new phone was back.
My girlfriend, had a small accident with the phone, paid for the repair which is a flat fee, and also was 1 week.
Oneplus doesn't have a repair center. You went there on your own, this things are solved via ticket, and they send you a new phone, while the other goes on repair.
Sent from my A0001 using Tapatalk
600km road trip to get your phone assessed at a repair center? Lol...
So I have a hardware issue, the back camera stopped working. If I push that area very tightly, the camera will work (so i'm assuming some loose connection)
So I contact Sony and they've referred me to a company called "Fonebiz" that have been contracted out to do their repairs. First of all, there is only 1 location in Australia and it must be mailed and the turn around time is "around 2 weeks"
Took 1 week for the phone to arrive in their office (their RMA system) a further 4 days until I get an email saying "Software has been modified - Proceed with quote ($445)" payment must be made for them to continue or $45 for reject and send it back (I have picked this)
I call in the customer service, "Yes? how may I help?"
I know I have unlocked bootloader, but this is the software side, how are they not able to repair the camera without doing all this - I understand if that's their process, then it's fine - I'm just here to tell all the people if they are deciding to get the Z5 compact, don't.
What are your views on this?
I'm no longer a z5 compact user - looking at s7edge!
Not in the slightest bit surprised. In the past I was declined warranty on a Z1c due to a screen protector!
That phone needed a protector due to the infamous "shatter shield" Sony used at the time, which was soft as butter and picked up scratches when you looked at it the wrong way.
As a word of warning, Samsung have too been known to decline warranty on the grounds of software modifications so something to consider. Personally I would look at the upcoming Nexus devices, as any mods on those can be reverted without trace in the event that the device needs to be warranty repaired.
Myself and probably the majority of users here bought this phone with no warranty at all so it isn't that big of a concern. I've never owned a device that I haven't swapped housings, screens,buttons, speakers, motors, batteries out of so a warranty claim seems a bit lazy to me when the cost of parts is cheaper than shipping let alone time without the device.