Database Users

Wonky MDA Pro screen

I have had an MDA Pro for about a month, and today is the first time
I have noticed that the screen side moves from left to right when closed.
Has anyone taken one of these phones apart ?
I can see 4 small silver screws attached to screen section, and 1 black
screw attached to the keyboard section.
Which screw would be the first to try ? the back one, and hope that there
is something underneath that will tighten the the join between the 2 sections ?

Search this forum for a 'HTC TEchnical manual', or try emule for the same. It has pictures of every stage for a technician to dismantle the device.
Gareth

Ok Thanks will have a look.
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update: Not been able to find any relevant manuals
Visual representation of the problem

ok, now I have the MDA Pro for 2 weeks and my screen also started to move.
When I first read your posting, I checked my MDA Pro and it was not moving. But today I noticed, that it is moving.
is that normal?
All the HTC Universal users, can you post here if your screen also moves a bit?

We need so kind soul to find the technical manual so we can see the best way to tighten the problem area, safely.

Mine moved from the very first day, I thought it was part of the design!
The screen would also fail to respond to touch input for random periods of time after a month of use, then eventually the screen failed completely last week, (white backlight nothing else), took it back in and am awaiting it's repair and return.
The service manual was linked up a week or so ago, it's sitting in the upload of the Ftp server.
22mb .pdf file

Mine also wobbles a bit, had it about 2-3 months now. Anyone also having trouble with the plastic panels creaking and rattling?

fards said:
The screen would also fail to respond to touch input for random periods of time after a month of use, then eventually the screen failed completely last week, (white backlight nothing else), took it back in and am awaiting it's repair and return.
Click to expand...
Click to collapse
eeek mine has started to not respond every now and then, thought it was related to a recent install of galigrapher 8...hmm lets hope... better got back to shop and start that insurance I chose not to take ...doh!
fards said:
The service manual was linked up a week or so ago, it's sitting in the upload of the Ftp server. 22mb .pdf file
Click to expand...
Click to collapse
ooops didnt check that folder, cheers for the heads up.

rollerxda said:
eeek mine has started to not respond every now and then, thought it was related to a recent install of galigrapher 8...hmm lets hope... better got back to shop and start that insurance I chose not to take ...doh!
Click to expand...
Click to collapse
there's no benefit to it unless the Universal gets wet, I should know I have the insurance!
If you can, then take it out the week before the warranty runs out (I don't know if you can, just an idea)...

rollerxda said:
... better got back to shop and start that insurance I chose not to take ...doh!
.
Click to expand...
Click to collapse
I phoned up fonesafe, the insurers from t-mobile. I was given a refund on all of the money they took off of me to insure the universal. I was told they do not insure the MDA PRO, and that I had been misled by the T-Mobile shop that had sold it to me, they could not provide me with the details of any company that would insure it.
Have a nice day.

Now it would be very interesting, if it is normal, that the screen gets wonky. I am very carefull with it, but the screen IS wonky after 3 weeks.

I have had my Universal for about two weeks now and my screen started wonky around a few days ago, damn first my qtek 9100 display cracked and now this....

coldpenguin said:
rollerxda said:
... better got back to shop and start that insurance I chose not to take ...doh!
.
Click to expand...
Click to collapse
I phoned up fonesafe, the insurers from t-mobile. I was given a refund on all of the money they took off of me to insure the universal. I was told they do not insure the MDA PRO, and that I had been misled by the T-Mobile shop that had sold it to me, they could not provide me with the details of any company that would insure it.
Have a nice day.
Click to expand...
Click to collapse
I'd be all over T-Mobile and try to force them to enforce the warranty that T-Mobile sold at their own expense. I'd argue that you had ever expectation that you were covered because you bought a warranty that they sold. And it is because of this expectation that you had that you did not seek out a warranty from another company.
I'd love to argue your side in court.

I have the service manual. I downloaded it from the FTP site. It does show how to Repair/dismantle/take-apart/put-back-together the device.
ftp://ftp.xda-developers.com/Universal/HTC_CONFIDENTIAL_-_UNIVERSAL_SERVICE_MANUAL.pdf
this is the link but you have to put the xda username and xda as password so I used an ftp program. Don't know how to do it from IE

Jorgee said:
I have the service manual. I downloaded it from the FTP site. It does show how to Repair/dismantle/take-apart/put-back-together the device.
ftp://ftp.xda-developers.com/Universal/HTC_CONFIDENTIAL_-_UNIVERSAL_SERVICE_MANUAL.pdf
this is the link but you have to put the xda username and xda as password so I used an ftp program. Don't know how to do it from IE
Click to expand...
Click to collapse
You forget the UPLOAD folder in your link

I phoned up fonesafe, the insurers from t-mobile. I was given a refund on all of the money they took off of me to insure the universal. I was told they do not insure the MDA PRO, and that I had been misled by the T-Mobile shop that had sold it to me, they could not provide me with the details of any company that would insure it.
Have a nice day.
Click to expand...
Click to collapse
This means everyone who has bought insurance on an MDA Pro is not insured at all.
It probably means Wizards are also not insured, as they are also PDA's. I noticed this on the small print, and meant to call them and verify that the MDA Pro was insured, but never got round to it.
Oh dear. What kind of recompense should T-Mobile be offering us for this? I am assuming they don't do insurance themselves, hence outsourcing this.
Joe

Same problem here, not moving as much as rollerxda's image, but still I notice it moves. I also tried to download the manual with my forum username/password, but it didn't work :roll:

If Fonesafe have cancelled or declined your insurance for a T-Mobile MDA pro take this up with the Sales Department or your local store. From there communications the ONLY phone fonesafe will not insure is the newly release (with T-Mobile) Nokia 8800.
It does say on the terms and conditions that PDA devices are not covered but as long as you are paying the 7.99 policy you WILL be covered.
With the new FSA regulation in force Fonesafe can not afford to turn around and refuse to cover the Pro when there has never been any communication that this handset is not covered.
If they cancelled your insurance call them and say you are calling the FSA but first need to go through there complaints process.

Universal Service Manual???
Any one know why the universal service manual link wont work in Firefox? I need to see if it is possible to change the screen on my Wallaby Siemens SX56 as I have found a source in New York and this link wont work
(Somewhat ominously, I posted on the wallaby forum and no one responded)

Hi,
Mine is an i-mate Jasjar and have been using it for 3 months exactly.
There is a minimal amount of movement in the screen but this much was there from day-1. Since this is a moving part I don't think it could be less than what it is.
However please note that I rarely switch between laptop and pda modes. Most of the time I am in laptop mode. Maybe I would have done so a maximum of 20 times during these three months. Maybe this is the reason why my screen is still surviving.
In order to provide guidance to dismantle the universal, if I remember correctly there was a link at xda-developers some 1 or 2 months ago where a courageous person had dismantled his universal and was kind enough to post the pictures in the process. Those were very good as an aid to help us in the dis-assembly process but I did a search and could not trace them now. However I still have those pictures with me but somebody will have to teach me how to upload them to this site if required by anyone.
Regards

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

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

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

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

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

can u post the seller id?

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

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

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

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

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

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

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

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

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

I filed a complaint.

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

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

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

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

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

(2010 JAN 05 UPDATE) Thin layer of coating coming off the HD2 hardware buttons edges

Please look at the photo.
I just wonder is this just the protective layer of paint or some coating that I should peel off, any other user's experience the same ?
i have reported to HTC, waiting for reply... But I m not in the country that I ve bought the phone now... I wonder can I swap it like 6 months later if it's manufacturing defect.
Update 03/01/2010:
I got a reply from HTC:
__________________________________________________________________
According to the picture you provide, there should be slight appearance abrase in the button. Taking of this small layer of plastic would not affect the function of the phone. you may either leave it as it is or take it off. Thank you for your cooperation.
__________________________________________________________________
Update 04/01/2020:
I follow HTC instruction and peel/scratch away the coating of the HOME button only with finger nails.
The metallic effect's gone, and become just a normal black plastic key.
There are lots of micro lines on the button which cannot be seen on the photo.
It is still acceptable, just that I m not happy about a flag ship device's paint/coating came off so easily.
These are the photos
http://picasaweb.google.com/uccoffee.forum/20100104#
The button actually look nice without the coating in the photo comparing with the one next to it which the coating is coming off.
I m thinking should/can I ask for buttons replacement, or it is just a waste of time cos those buttons coating will eventually come off after excessive use.
i still love my HD2 , just a bit sad about so many problems
Update 05/01/2020:
i got HTC reply, nothing much they can help since I m not in Hong Kong.
Anyway, the girl from HTC said there was no one complain about the key's paint coming off.... I just wonder can those people who 's got problem and voted yes, would you mind at least send a complain letter to HTC please.
http://www.htc.com/hk-en/CS_Mail.aspx

yep my button is peeling too I had it 4 2 weeks

no problems here. hd2 is 6 weeks old ...

It's the metallic coating, if scratched away, it looks very plastic. ...

Simililar things have happened to my keypad in less than 2 weeks, and I always put it in its pouch. Guess we aren't lucky

not yet
I only use my HD2 since ~10 days, and do not have this exact problem, yet.
With my previous device (HTC Touch Pro) however, I had a lot of problems with peeling off coating (in TP case it was the plack paint peeling off the housing).
I also have the problem, that I use to buy my devices in Europe with WWE roms, and then take them with me to Japan, where I currently live.
This constellation is a nightmare for warranty return/repair with HTC, as they ask you to sent your device to where you bought it.
To avoid shipping my defect device helf way around the world, I last time decided to send my TP to HTC global repair centre in Taiwan.
They did the repair and they did it quick, but you don't want to know how much that cost me.
As soon as my HD2 starts loosing paint or coating, it will contact HTC global rapair in Taiwan again, but this time I will not accept to pay for the repair but push for good will.
The world gets smaller and smaller, customers do not stay in regions where they purchase devies. It is time for companies like HTC to adapt.
My girlfriend bought an Apple iBook in the US. In the menatime we moved to UK, Belgium and now to Japan.
She had warranty repair done to her iBook in all of those contires without an problem, so it should also be possible for HTC, if they just were a little bit more end customer oriented, but now that they try to market HTC as a brand, maybe it will come.
As a customer paying 500+ EUR for their products, I will not take NO for an answer.

Mine is actually worse than the photo in this post. I thought it was a temporary cover when it started to come away, like some buttons/screens have when a phone is brand new.

max1274, how bad is it? post some pic if possible
I only had my HD2 for 30 days....

I use my hd2 for five weeks, no problems so far. Hope to stay that way.

Its not even that bad, but yes very thin layers go off around the edges

Snap
Same here pal, it happened on my diamond as well.
**** happens i suppose

6 weeks... no problem

Damn.. Seeing things like these makes me want to go back to the shop and return it! Mine doesn't have anything but I am "EXTRA" careful with it but if it has happened to so many people it will probably happen to mine to. I cant stand paying 669€ (Portuguese value) for a phone that doesn't keep it together!
I get mad with these kind of problems!

Mine looks fine, had it since 24/12/09.
Touch wood it stays ok. Hope the guys with problems can get it sorted via HTC without niggles.
Please keep us posted on if you can get HTC to fix it.

Mines fine as well. But you know, the early batches of the HD had surface coating scratch, crack and chip problems. I bought my HD2 a month after they were first offered in the US, hoping to avoid the common problems, which were mostly ROM, but now I think maybe I dodged the bullet on this as well.

aro said:
To avoid shipping my defect device helf way around the world, I last time decided to send my TP to HTC global repair centre in Taiwan.
They did the repair and they did it quick, but you don't want to know how much that cost me.
Click to expand...
Click to collapse
Actually I would like to know.

Ibb1982 said:
Mine looks fine, had it since 24/12/09.
Touch wood it stays ok. Hope the guys with problems can get it sorted via HTC without niggles.
Please keep us posted on if you can get HTC to fix it.
Click to expand...
Click to collapse
I was wrong! I checked my phone at night, and guess I couldn't see the minor peeling I have on the home button. Now I've seen in proper daylight I can see mine is peeling.
This sucks big time. Anyone have any feedback from HTC?
I've also sent a support request via email from the HTC website via http://www.htc.com/uk/CS_Mail.aspx , hope they get back to all of us soon.

Got a response from HTC
HTC are quick, within 2 hours I received a response to the peeling issue:
"We are very surprised to hear that you have an issue with our HTC handset.
If you are within 30 days of purchase, you can book our handset for a DOA (Dead on Arrival) via the retailer. Everything that came with the phone including the box will need to be returned. A DOA can only be booked if there is no mis-use or damage found on the handset.
If you are outside of 30 days, please call us in order to book a repair service.
http://www.htc.com/europe/CA_Hotline.aspx
Please note that the repair centre will need to see the device before diagnosing whether the fault is covered by the Warranty or not. We can not specify a cost until the repair centre has seen it first.
Please see full DOA/Exchange Procedure below if you are within 30 days of purchase:
We can have the device repaired for you, however if you wish to exchange the device and it is less than 30 days old, please return it to the point of purchase for exchange.
The retailer may not be willing to exchange your device depending on the terms of sale you have agreed with them, this is their right and HTC cannot intervene on your behalf.
If an exchange is refused by your retailer then we can still arrange a repair for the device, but we cannot exchange it.
In the event that a repair becomes necessary and you do not wish to arrange it with your retailer please call quoting your reference number (e2e ref) if you have one.
Thank you.
-If these steps have not helped, please let me know by responding using the link provided and I will be happy to check again for you.
Best regards,
HTC Customer Support Team "

Why would we want to send our handsets for repair, only to have them fit the exact-same button unit. The same thing will happen again. Once we know HTC have manufactured new non-peeling buttons, that's when the repairs should take place. Painting buttons is stupid, why not just make them out of black plastic and have done with it.

sunking101 said:
Why would we want to send our handsets for repair, only to have them fit the exact-same button unit. The same thing will happen again. Once we know HTC have manufactured new non-peeling buttons, that's when the repairs should take place. Painting buttons is stupid, why not just make them out of black plastic and have done with it.
Click to expand...
Click to collapse
Until they see them though, they're not going to think its a problem. Catch 22 all the way!

Faulty phone and problems with Samsung Customer Service - Help Needed!

Hi Guys,
My story is quite long, but I wanted to include many of the details so you could imagine the situation I am in. I don’t have the intention of rooting the phone. I paid £440 of my hard earned money and expected good quality product and prompt, helpful customer care and service in case of any problems. I would appreciate any help which will enable me to resolve the matter as quickly as possible.
I'm in the UK. I purchased the Samsung Galaxy S (I9000) from an online shop on 4th June and received it on 19th. After a while I noticed there is a problem with the accelerometer. It manifested itself especially in Layar app and other applications using accelerometer to relate the phone to the ground, plus Asphalt 5, Krazy Kart Racing and other games using Accelerometer. When I hold the phone level in the horizontal position it was clearly pulling to the left side. To achieve the perfect level I had to rotate the phone slightly clockwise.
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Unfortunately the 28 day return period expired as I was on holiday for over 3 weeks before I noticed the fault. I decided to contact Samsung directly and not go through the online shop as it would be much longer way. I was advised to go to one of the service locations near me and show them the fault.
I did exactly that on 14th Aug. Went to ECT, they said they cannot repair it and will send the phone on 16th Aug to Samsung Repair Centre and it will take up to 10 working days to get the phone back.
14th Sep – ECT rang me they received the phone but it is still faulty (after 1 month!). I rang Samsung Customer Services (SCS) and raised a complaint, which was given high priority. I was told someone from Complaints Dept will get back to me on this within 24-48 hrs; I get no response.
16th Sep – Contacted SCS, spoke with Person1 who arranged new repair with SBE Service Centre and promised it will be treated as top priority and will be repaired the same day SBE received the phone.
17th Sep - ECT sent the phone to SBE as agreed day before.
18th Sep – Person2 from SCS wrote to ensure my case has been escalated and is treated as top priority.
23rd Sep – Spoke with Person3 to get the update on the phone, they promised to get back to me.
24th Sep – Email from Person3 confirming SBE received the phone on 22nd.
25th Sep – Person2 wrote saying it is treated as a usual repair and will be processed as any other case (denying her words from 18th)
29th Sep – Received email from SCS who raised a complaint for me, and again I should hear back within 24-48hrs; I get no response.
1st Oct – Collected phone from ECT – fault still not fixed (after 7 weeks!)
2nd Oct - Call from Person4. Asked me to send the phone for the third (last) repair attempt in compliance with Samsung Policy.
4th Oct – Sent the phone to Regenersis.
Contacted Regenersis, they confirmed they received the phone and will repair within 5-7 working days.
22nd Oct – After a delay, I received the phone. Original fault fixed, but the phone arrived in worst state then I left it, which was pristine condition, as I really care about all my electronic devices.
- Frame wasn’t fit properly and creaks on both sides of the screen
- Slightly damaged under the cover – sign of unskilful stripping attempt.
3rd Nov – Spoke with SCS – advised to send the phone again or go to the Service Centre to try to fix the creaking frame.
4th Nov – Tried to upgrade the Firmware to Froyo with Kies; upgrade failed; unable to access recovery mode as per Kies instructions. Phone unusuable. 3-button access to Download or Recovery Mode not working on device.
5th Nov – Went to ECT – Engineer told me he won’t be able to do anything with the device as he is unable to access Download or Recovery mode. Gave me details of another Service Centre.
Later that day I managed to restore the firmware on my own using ADB tool to reboot into download mode. 3-button access still not working.
6th Nov – Went to Samsung Service in London. They couldn’t find the reason for the creaking frame. Engineer confirmed there is a clear fault as the phone is unable to access Download/Recovery mode using 3 button combo, although all buttons work fine. They were unable to repair the phone on the premises and would need to take it and send elsewhere to fix the fault. For me this is out of question as I have no guarantee the phone will be fixed quickly, if at all. I simply don’t trust their Repair Centres and I can’t afford another 10 weeks without the phone.
10th Nov – Spoke with person in Escalation Dept. who didn't really pay much attention to my story and said the only thing they can do is to authorise another repair, and was repeating this is their policy and can't authorise exchange unless they fail to repair the single fault three times.
To summarise, the phone was being repaired 3 timed for 10 weeks. Original fault was eventually repaired but it came back in worst state then when I handed it over. Now frame creaks badly and the phone is slightly damaged due to unskilful opening attempt. During the latest official Froyo upgrade it turned out it’s impossible to access Download or Recovery mode, which was confirmed by Samsung engineer. I can’t see the point of further repair attempts as the total costs will be much higher than a cost of a new device, which I was trying to explain to Escalation Dept today. Plus, I cannot afford more time without the phone, which is essential tool in my everyday life.
It is expensive, Samsung’s flagship phone, so one would expect superb quality, but mine appears to be very unreliable and faulty. I also had problems with battery and alarm clock.
I love this phone to bits, but my handset is simply disappointing and on top of all this, the creaking sound makes the phone feel cheap and unreliable. I bought the phone and I even can’t use it as it is being repaired all the time.
I simply expecting from Samsung to step up and admit there is something wrong with my handset and to replace it or at give the refund. I just want the phone which is in pristine condition, just as I handed it over, as the one I had at the moment feels and looks like it is 5 years old.
I am really desperate at the moment and would appreciate any help and advice as to what would be the best and quickest way to resolve this matter and get a brand new replacement from Samsung.
Thank you guys for reading!

I can only advice to get in touch with some legal representation. As far as i know most countries have laws to protect customers. I once bought a stereo that kept breaking down. Although they repaired it 4times it still wouldn't work properly. One letter from a free councillor made them give my money back.
It's never fun to fight the machine but sometimes man has to. Good luck and don't give up.

Speak with your local trading standards office and see what they suggest.
You have consumer rights, and they should be able to help you to get a quick solution.
UPDATE:
A quick look for "trading standards" on the web suggests that you should first try:
http://www.consumerdirect.gov.uk/
Or you could find your local trading standards office and find out if they support consumers, (most only support businesses it seems), by putting your postcode in here:
http://www.tradingstandards.gov.uk/advice/index.cfm
Let us know how you get on.
Mike

Bummer you didn't need to send it in in the first place. You can put the phone on a flat surface and run a program to calibrate the sensor/ accelerometer.
Sent from my GT-I9000M using Tapatalk

This page about Mobiles should help you too:
http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/mobiles/
The main sticking point there is that your purchase is with the seller and so it should be them providing a refund. But it is Samsung who have messed it up and taken an unreasonable length of time etc. Not sure whether you can hold the original shop responsible for Samsung's mess up. I think you could definitely argue for at least a brand new phone, or a refund, but it is who to go after.
You might also be able to get your credit card company involved too, since they might share liability for the mess up if you paid on a credit card.
Basically it is probably worth speaking to an advisor on the consumer direct phone line, and asking them to help you clarify your best approach from here on...
Good Luck
Mike

lgkahn said:
Bummer you didn't need to send it in in the first place. You can put the phone on a flat surface and run a program to calibrate the sensor/ accelerometer.
Sent from my GT-I9000M using Tapatalk
Click to expand...
Click to collapse
That's correct... your phone isn't faulty. you just have to recalibrate the sensor.

Thank you all guys for your help and suggestions. I will use them and will try to fight the machine
Will let you know about the progress. if any!
Cheers

I've finally managed to get a replacement phone from Samsung. They authorised the exchange on 15th Nov. They asked me for the three repair reports and when I emailed them they agreed to replace the phone. But it wasn't as easy to finalize as one would hope. They again were delaying everything and it took several phone calls to get it done. But on the Christmas Eve I finally received my brand new phone, my best present this Christmas
But overall the whole Samsung experience was a nightmare.
Thank you all for help and advice.

Make me dread now sending my phone in. I have an issue where the phone doesnt charge as if the port is faulty. If you Wiggle the charger about it sometimes starts charging fine. Its only about 3 months old. I was wondering if it became bent a bit not sure.
Any change someone can take a pretty hi res phone of the micro usb port on the phone so that I can compare to mine see if there is any apparent hardware issue.
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.

Emexrulsier said:
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.
Click to expand...
Click to collapse
Years ago when I had the screen replaced in my Palm Vx, I complained to them that I'd sent them a pristine unit for replacement screen, and they'd returned a scruffy refurb in a much lower condition. They agreed that it was lower condition than my original unit, and swapped it again without issue.
However, it could be worth taking a few detailed macro photos (if you can take one) of things like the screen and bodywork just before sending it in, so that you can prove they sent you a duffer if you get a worse unit back. I'm sure this would give you evidence required to argue your case if needed.
Mike

Emexrulsier said:
Make me dread now sending my phone in. I have an issue where the phone doesnt charge as if the port is faulty. If you Wiggle the charger about it sometimes starts charging fine. Its only about 3 months old. I was wondering if it became bent a bit not sure.
Any change someone can take a pretty hi res phone of the micro usb port on the phone so that I can compare to mine see if there is any apparent hardware issue.
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.
Click to expand...
Click to collapse
Do you have the same problem when connecting USB to the computer?
I wish you won't have the same problems with Samsung like I had. I also noticed they dont use any gloves when handling your phone as mine had finger prints all over.
Like xpcomputers advised take some photos. Although they like to stick to their 3-repair attempts policy so if after first repair your phone is damaged they will ask to send it again to fix the damages or replace the damaged part!!! They really ridicules and you need to have a lot of patience and be persistent with them.
I advise you though to send it for repair as your fault can get worse with time, to the point when you wont be able to charge at all. And fingers crossed you won't have any other issues.

Seeking for customers who had good experience in samsung fixing the sds problem!
I am a journalist of China Central Television 2. I am seeking for customers who's note2 or S3 has the sds or problem with eMMC and got their phone fix with excellent customer service from Samsung. Because things are not the same in China. Those Customers who are facing the same problem in China got refused by Samsung after service. So, in order to exposure the unfair and bad customer service in China, China Central Television 2 are going to produce a special programme, which compares the different service attitude between British and that in China. We need customers for help, to fight against the unfairness and protect customers rights. We would like to interview you, if don't mind.(We have a bureau in London) And what you need to do, is just tell us your pleasant experience. Or if you don't want to be interviewed face to face, we can do a telephone interview as well. But please reply as soon as you see my message or you can give me a call or text me. It's really urgent!
This is my contact detail:
Miss Wang
07466 547624
Thank you so much for your time and help! I am looking forward to hear from you all.

Horrendous experience with Sony Repair Centre

Just wanted to share my experience so far with my Z3, a phone that I actually love. I have owned mostly Sony Mobile products for the last 5 years but after this experience, this will undoubtedly be my last. Any constructive opinions or advice would be appreciated as im sure other have had similar experiences.
So in essence, my phone has been sent in 3 times for warranty work to the Canadian Repair Centre in Ontario. Each time the phone has been returned with damage or defects.
I purchased a Sony Xperia Z3 in November 2014 direct from Sony for $721.05 (Phone #1).
In August 2015 I sent this phone in as the phone stopped working completely (RMA #1). The repair center tested and replaced this phone with a new one (Phone #2). In September 2015 the replaced phone arrived back with a white pixel issue on the screen (this wasn't even an OCD issue, there was clearly a white spot on the screen that almost looked like a hole, but was probably a pressure point).
This phone was sent back to the repair center in October 2015 (RMA #2). The phone was still new when sent back for repair and had the protective plastic wrapping on it (I didnt even bother to set up the phone as I knew when I turned it on that I would be sending it back). When it was received back from repair (still IMEI #2) the glass back plate was detached and the phone had heavy scratching on the back panel as it was shipped loosely without any protection in a large cardboard box. The glass back was not properly attached because they of course had to remove it to replace the screen ( I could literally slide a credit card between the panel and the frame). This time, I had to contact the repair center over 15 times to get another RMA number. I had my issue escalated to 3 different supervisors, each who never returned phone calls when they said they would and refused to look into my issue despite photos being sent outlining the issue. I demanded the phone be replaced as I had no confidence that the phone would ever be repaired properly to original specs (this is advertised as a waterproof phone and the back plate was not even attached properly from the repair center). In addition, the phone was shipped across the country improperly in a loose box with no bubble wrap which heavily scratched the back panel and potentially hurt the longevity of the device. I kid you not, the phone was literally thrown into a cardboard box with nothing around it and shipped. Angry about the lack of service for such an expensive device and the clear incompetence of the repair centre, I demanded a replacement and they agreed to look into the issue and agreed to provide me compensation for the time I was without the device (as it took several weeks for them to agree to issue the RMA).
Finally, after over a month in Dec 2015 I received another RMA number (#3). I sent the phone back for the third time and it was returned to me on Dec 14, 2015 with the same issue (still IMEI #2). The back panel is still heavily scuffed (this phone was new when originally sent in) and the back panel is not attached properly. The panel has a gap at the bottom as before and makes a noise when held as if the panel is coming detached from the device. As previously mentioned, this device was advertised as IP65 and IP 68 dust and waterproof and this repair is not acceptable. The repair facility is clearly incapable of repairing the phone to an acceptable condition. The customer service experienced is absolutely horrific and I have been treated very poorly. I spent over $700 on this phone and have been without a working device for almost 6 months because this repair facility is unable to provide timely service of any acceptable quality. I have wasted hours and hours on the phone describing this issue to people who do are not interested in solving a legitimate warranty problem. I cannot waste any more time sending this phone back to a repair center that cannot repair phones properly. I can't waste any more time on the phone with service representatives who do not take this issue seriously and refuse to provide a solution. It is now December 29th and I have received no response from Sony despite being promised a response within 48 hours on December 16th. I highly doubt they will contact me so the next step is to seek legal advice.
In my opinion its just not worth it to buy one of these phones anymore. The service quality and attention is so dismal that there is just too much risk if you ever find yourself needing warranty service.
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Sorry to read about your experience, that back is terrible... I think you got a lemon, I have the same D6603 since day 1 and never had a single issue with it, this phone still runs like it's new out of the box. I've never been so impressed with a a phone since owning this one.
Sent from my D6603 using Tapatalk

I love the phone too but the service level if you need warranty work is atrocious. It's a helpless feeling.

The infamous 3rd party logistics repair company that sony contracted in mississauga. Heard too many complains about them.
I had to deal with them one time because my z3 had quite a few stuck pixels. Sony gave me the rma and I shipped the phone in along with my receipt for a warranty repair (yes i realized you were suppose to send a copy of receipt). One week later, they sent me a quote for out of warranty to fix the screen and the parts because they threw out the box i shipped with and the receipt in there. I escalated with sony at least 3x before the 3rd party centre decided to give me 'courtesy' repair for no warranty. Here's the thing when they say they will reply to you about the escalation. They won't even bother to call back so I always call them on the same day demanding to speak to supervisor about the case.
A week later they shipped my phone back repaired and in decent box to cushion. The phone to my surprise was in a new frame and looked like new along with the back panel glued properly. in the box, there was also paperwork saying it passed waterproof test and i confirmed it with my own pressure sensor test.
Now back to your topic. Did you try to run diagnostic on your phone with the pressure sensor to see if its waterproof? Did they send paperwork saying the phone is waterproof?

darkknight200 said:
The infamous 3rd party logistics repair company that sony contracted in mississauga. Heard too many complains about them.
I had to deal with them one time because my z3 had quite a few stuck pixels. Sony gave me the rma and I shipped the phone in along with my receipt for a warranty repair (yes i realized you were suppose to send a copy of receipt). One week later, they sent me a quote for out of warranty to fix the screen and the parts because they threw out the box i shipped with and the receipt in there. I escalated with sony at least 3x before the 3rd party centre decided to give me 'courtesy' repair for no warranty. Here's the thing when they say they will reply to you about the escalation. They won't even bother to call back so I always call them on the same day demanding to speak to supervisor about the case.
A week later they shipped my phone back repaired and in decent box to cushion. The phone to my surprise was in a new frame and looked like new along with the back panel glued properly. in the box, there was also paperwork saying it passed waterproof test and i confirmed it with my own pressure sensor test.
Now back to your topic. Did you try to run diagnostic on your phone with the pressure sensor to see if its waterproof? Did they send paperwork saying the phone is waterproof?
Click to expand...
Click to collapse
Look at the photos. I dont think that is a waterproof phone. Its not even assembled properly. I took one look at it and didnt even bother to turn it on. Its been sitting in the box because I dont want to touch it. This is the second time its come back from the service center with back panel issues.

forzanerazzurri said:
Look at the photos. I dont think that is a waterproof phone. Its not even assembled properly. I took one look at it and didnt even bother to turn it on. Its been sitting in the box because I dont want to touch it. This is the second time its come back from the service center with back panel issues.
Click to expand...
Click to collapse
I have been asked now to send the device in for the fourth time and was told I would be getting info and a shipping label on Dec 23rd. I still havent recieved that and I cant get anyone to return calls or emails. This is infuriating. Their mobile division is pretty much dead and I seriously advise people to stay away from their devices. The support is nonexistant post sale.

forzanerazzurri said:
I have been asked now to send the device in for the fourth time and was told I would be getting info and a shipping label on Dec 23rd. I still havent recieved that and I cant get anyone to return calls or emails. This is infuriating. Their mobile division is pretty much dead and I seriously advise people to stay away from their devices. The support is nonexistant post sale.
Click to expand...
Click to collapse
just gotta keep following up and pursuing their supervisor. Ya i know its frustrating and probably everyone went on holiday during that time.

darkknight200 said:
just gotta keep following up and pursuing their supervisor. Ya i know its frustrating and probably everyone went on holiday during that time.
Click to expand...
Click to collapse
Thanks man. Its just I have been without a resolution or a fully functioning device since August 2015. Does Corporate Sony not want to know about this stuff? It makes them look awful.

forzanerazzurri said:
Thanks man. Its just I have been without a resolution or a fully functioning device since August 2015. Does Corporate Sony not want to know about this stuff? It makes them look awful.
Click to expand...
Click to collapse
hm you can try posting your problem on sony canada fb page. I remember few months ago, someone that was as frustrated as you posted and managed to get the upper people to contact the person.
to clarify the fb page since theres too many that can cause confusion, it would be sony mobile CA.
https://www.facebook.com/sonymobileca/

darkknight200 said:
hm you can try posting your problem on sony canada fb page. I remember few months ago, someone that was as frustrated as you posted and managed to get the upper people to contact the person.
to clarify the fb page since theres too many that can cause confusion, it would be sony mobile CA.
https://www.facebook.com/sonymobileca/
Click to expand...
Click to collapse
Thanks for your help. I am just going to sue them. Seems far easier than dealing with them.

What a pity..
I am quite shocked by your experience, however I can't agree with conclusion that it is not worth it to buy these phones.. And I can illustrate it by my very own service experience here in Germany.
My Z3 was purchased on contract with carrier, for the phone + unlimited flat + 2GB LTE + 1GB LTE in roaming I pay 35€ on 24 month contract. I have had been good to my phone, carrying it in Sony wireless charging case, which has a quite hard back and the phone survived many hard ground landings, sometimes scratching the metal edges. I also flashed different firmwares (maybe 60-70 times).
After 9 months, I spotted yellowish spots on display, close to where on/off button is. After making sure that it is not anyway firmware related, I sent the phone to repair center, claiming warranty repair.
The phone got checked, malfunctioning backlight was diagnosed, phone was repaired and sent back, whole thing took just 1 week and phone arrived by DHL on 24th December, costing zero to me. I expected that the backlight/display would have been replaced, but when I got the repair statement later on by e-mail, I was quite surprised, as the parts exchanged for new was display/touchpad assembly, sound speakers, cover glass, and metal casing (goodbye scratches)... The phone looks again like total new. Plus the repair center sent with it free screen+back protectors.
So, maybe you just had a back luck, but I am definitely satisfied with service here..

ondrejvaroscak said:
I am quite shocked by your experience, however I can't agree with conclusion that it is not worth it to buy these phones.. And I can illustrate it by my very own service experience here in Germany.
My Z3 was purchased on contract with carrier, for the phone + unlimited flat + 2GB LTE + 1GB LTE in roaming I pay 35€ on 24 month contract. I have had been good to my phone, carrying it in Sony wireless charging case, which has a quite hard back and the phone survived many hard ground landings, sometimes scratching the metal edges. I also flashed different firmwares (maybe 60-70 times).
After 9 months, I spotted yellowish spots on display, close to where on/off button is. After making sure that it is not anyway firmware related, I sent the phone to repair center, claiming warranty repair.
The phone got checked, malfunctioning backlight was diagnosed, phone was repaired and sent back, whole thing took just 1 week and phone arrived by DHL on 24th December, costing zero to me. I expected that the backlight/display would have been replaced, but when I got the repair statement later on by e-mail, I was quite surprised, as the parts exchanged for new was display/touchpad assembly, sound speakers, cover glass, and metal casing (goodbye scratches)... The phone looks again like total new. Plus the repair center sent with it free screen+back protectors.
So, maybe you just had a back luck, but I am definitely satisfied with service here..
Click to expand...
Click to collapse
Thing is in Canada, sony contracted a 3rd party logistics company to deal with repairs for Canadians. Their reputation is not that positive and will seldomly have some good effortless repairs.

darkknight200 said:
Thing is in Canada, sony contracted a 3rd party logistics company to deal with repairs for Canadians. Their reputation is not that positive and will seldomly have some good effortless repairs.
Click to expand...
Click to collapse
Same in Germany, repairs are done by 3rd party contractor..

sad to see such bad service. I'm located in malaysia, and they are using 3rd party service centre for repairs as well. the one i send my phone in just happened to service Mi phones as well.. and got me worried on the level of service.
i sent my phone in due to inresponsive touchscreen at the centre. (ok, this is actually my fault as i was replying text before i doze off at night. woke up with the phone under my bum)
the service centre told me usually this is not covered under warranty (phone is 9 months old) but they will repair it under warranty anyway and advised me to be more careful in the future.
The phone was repaired in 3 weeks (it was christmas weekend)
this... has a HUGE contrast with direct service centres experiance i had with Samsung Malaysia (SME) when i was on my previous phone, the Samsung Note 2. The experiance is downright horrible.

I don't think you can blame Sony. I have had my Sony repaired three times, all my own fault. The first time, I dropped it and broke my screen. Sent via Vodafone to Dynafix. Got it back with a week(!) and cost me nothing.
The second time, dropped it again and the next day, I woke up bu tmy phone didn't. Sent via Vodafone to Dynafix. Got it back with a week(!) and cost me nothing.!
The third time, dropped it again, slide out of my pants when I went to the toilet. Again, broke my screen. Sent via Vodafone to Dynafix. Got it back with a week(!) and this time it costs me 219 euro! :silly: A shame, but my own fault. Now using a bumper case again, which I think is a waste since the phone doesn't look nice at all with it.

In my experience it depends on the service center head not the company. When i had a similar issue with the service center people, i raised to the sony care and they sorted out my issue.

I have just the opposite experience. Phone hit the ground 9 months ago and one bump of the corners war broken. Rest ok. After 9 months, the screen started to flicker and sometimes a pixel-salad of all colours appeared instead of the usual screen interface. Also, screen broken. I expected Xperia Care to tell me that the screen was broken as my phone fell off but instead of this, they repaired the screen, the bump, one scratch on the back panel, provided me two additional screen protectors... and everything under guarantee and for free!!
I loved Sony products in the past... but now even more. With the around 200$ I expected to pay for the repair I will buy now a Smartwatch 3

It varies from one country to another, here in Spain, if you send in your Xperia phone for repair, they'll even change the covers if they've scratches, it happened to me twice but you gonna be without a phone for 3 weeks

I'll share my story as well - I was a long-term iPhone and Windows Phone user - since the first iPhone I switched to Windows Phone when it launched, and then to Android because I fell in love with Xperia Z. My experienced, however, quickly began to deteriorate.
First, I experienced problems with the screen on my Z - which somehow disappeared later. But after a few months, the phone developed a really big issue with the battery which couldn't hold half a day of being locked and in my pocket. Foolishly, I went to Sony Centre hoping they would help me - there I was told that Sony Centre has nothing to do with Sony Mobile - even though they do see Xperia phones there...go figure... and was told to contact Sony Mobile directly. So I did - the less then polite customer service representative told me I have to ship the phone to their warehouse/repair centre in London - and pay for it. Since the phone was still under warranty, I did - and after 23 days I got it back with a note "no fault detected". Needless to say, the battery was not replaced and ironically completely discharged when it arrived back. Charged it, turned the phone on, went to work... at 12am, 18% left. At this point I should mention I tried many things to fix it - software, roms, reboots etc. nothing helped. I contacted them and sent it back again - this time, I got the battery replaced, but the phone arrived completely destroyed... you remember those anti-shatterproof films Sony used to apply on their phones ? It was scratched all over, front and back.
Well, that's life - but after a while I got Xperia Z3. Man, what a beauty - I was in love with Sony again. BUT! A little over 12 months after I got the phone - the microphone started to misbehave. Whenever you plugged in a headset, microphone would not work. Then, it stopped working when using loudspeaker. Then the camera stopped working, displaying errors all the time. In the meantime it broke 3 microSD cards ( sandisk ). So I contacted Sony again... this time it went even worse. Got told that phone is no longer under warranty and If I want - I can send it to the same, dreadful location in London, at my own cost - and pay 75 quid for "diagnosis" after which, if there are any faults, I can decide to have it fixed and pay for the repairs. After explaining what's wrong, the technician said they would probably have to replace the microphone, wiring and the camera for an approximate price of 250 quid... plus diagnosis and shipping - both ways. I was speechless... told him it would be cheaper to get a new Z3 off Amazon to which he basically laughed at me...
The moral, or conclusion of this story is - ladies and gentleman, however we might love Sony or Sony devices - they do not give a flying fk about their customer.

Sorry to hear your experience.
My experience has been very good with sony. After a year of Z3 (under contract with EE) had a crack in the corner front screen, i had switched to Moto X. Thought let me give a try by sending it to the repair centre and get a quote. I sent on a thursday. And next tuesday, I get a mail saying, My phone is on the way back. But did not give any indication on the repair status. Two days later, i received the phone and to my surprise screen was fixed. No charge..everything under warranty!!! High Street repair guys asked for 110GBP!
Next I sent my wife Z3 compact (again contract but with Vodafone), which has the front screen glue coming off and proximity sensor not working. This time go the phone back in two days.. but old phone exchanged with new phone. (But unfortunate that it is still locked to vodafone)
But atleast the both phones fixed free of cost. Was really impressed. When compared to other manufacturers, Sony is still much better. My Samsung tab S screen cracked and cost of fix is 140GBP and samsung centre quoting 220 GBP (Cost of a New tablet!!!)
Looks like sony repairs are hit or miss.