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Imate JasJar - Warranty problems

I sent my Imate JasJar in to the repair company in the UK (SBE). The problem was an extremely loose screen hinge. It was so loose that the screen would move freely past the usual 180 degree stop. It would also click when opening and closing the screen.
I decided to email Imate and ask there opinion on what to do about this. They immediately responded saying that I should send it in for repair, and they duely issued me with an RMA number, and procedure for getting it shipped to SBE. All of which I did with no problem at all. so far so good.
7 days later, and I get a letter in the post from SBE, stating that they have found the screen to be dead and have replaced some screen connectors, and that it is not covered under warranty and that I now owe them £40 before they will repair and send it back to me. They have got to be kidding me..
There has never been any form of electrical problem with the device whatsoever. I only had a purely mechanical fault that I-Mate themselves agreed to fix under RMA conditions.
I am absolutely furious, as I have tried to get hold of the i-mate representatives on 4 occasions with no success. I think they are ignoring me now. And i cant even get through to SBE on the telephone..
What the hell is going on.......I bought this device at considerable cost, for the price of a small laptop, and it has lasted me less than 3 months, and now I have this to deal with....
Anyone have any contacts within Imate or SBE that I can talk to? Or any advice for me in progressing this further.
I dread to think what my JasJar will look like when and if I ever get it back. Not to mention the fact that I've been without it for 2 weeks now, and that is very hard to deal with in itself.
My advice to anyone who is considering buying one of these devices would be - what a great bit of kit, has its little quirks, but nothing you cant work around, well worth buying, only dont buy it from I-Mate, go for the Orange, O2 or T-Mobile versions, because at least you will be able to use there warranty channels.

I'd keep trying Imate. Be polite but firm in your emails, ask if they authorised the repair of the screen and state that as far as you were aware this has been done when there was no fault there in the first place with no authorisation from you...
Then
It might not be a bad idea to write to SBE enclosing a copy of your original email to Imate describing the fault you had.
State very clearly in the letter that there was no screen fault when you sent the unit to them and that they have 7 days to repair the device and return it to you in a fully functioning state.
Copy everything you have on this then pass it all on to your local trading standards... you must give a company you have issues with reasonable time to respond, so 7 days should be fair enough.
I'm presuming here that you definitely didn't have a fault with the screen?
If Imate have told them to repair it under warranty I don't see why they are trying to charge you, if Imate or you didn't authorise the repair to the screen then the company doesn't really have a leg to stand on and trading standards should be involved. I can't see why dead screen wouldn't be covered by a warranty anyway..
It's concerning me, my MDA pro is currently away to fix this very issue (a dead screen).

Lots of people have problems with I-Mate support. Look here:
http://www.howardforums.com/showthread.php?p=6599566#post6599566

oh boy! this worries me too as my Jasjar was already shipped to be replaced.

If it's been damaged in transit, then presumably the next step is to claim on the postal insurance you used.
Joe

warranty claim honoured, arrives back tonight
I've managed to convince them (Imate and SBE) that this is indeed a warranty claim, and they have now agreed to repair it as such.
They're trying to tell me that normally this type of damage is not covered under warranty, but will make an exception - this time only. (can you believe it)
All I know is that when I sent it in to them it had a mechanical fault that they originally agreed to repair under warranty and duely issued an RMA number. There was never any type of dead display (this is what they claim).
I've fought hard to get them to agree to repair it, what a battle it's been.
I only hope that when I receive it tonight, it will be in good condition, and look as it did when I sent it in, except of course for a repaired hinge.
I'll report back tonight when I recieve it.....

good luck.
I received a replacement MDA pro yesterday, after my screen died, under warranty, however the space key is dodgy on the new one, I'll see how I get on with it for the next week and decide whether to return it or not!

faulty, sent it back...ggrrrrr
Unpacked and examined it thoroughly, first impressions were.....very good, they have actually replaced the whole display case and hinge, looks gr8, and hinge is now very tight, as it should be. so far so good, but wait.....
Installed battery and powered it up......the screen is displaying everything upside down and back to front......can't believe it.
I soft reset it.....no difference.. I hard reset it....no success, still the same.
I even tried re flashing the firmware with factory imate release, but still the same......
I tried the screen in every possible position, but no matter what I do, still the same inverted bloody image.
I'm so pissed off. I've sent it back in to them for another round.
So much for quality control.
Will keep you guys updated.

I can add to this...
I do repair phones and there was one case in which Jasjar was rotating 360 deg and everything on the screen was looking as a mirror image..
If u carefully look at the manual u will see that there's a bunch of cable which pass thru a small hole and then again spread in the touch screen panel part...
the hinge is actually revetted and locked..but if somebody applies a bit of pressure the revet loses the grip and thus allows 360 deg rotation..
but by doing this it twists the wires so much that they get stressed and do not pass right info to the display..
What I did I untangled the bunch and I got back the screen working fine...only the switch outside(for taking and rejecting call when screen is shut) are not working....but everything is just fine...
so people at service center might not hv done their job perfectly

Re: faulty, sent it back...ggrrrrr
I sent an Imate sp3i to SBE and the hamfisted numptys cracked the aeriel cover when they removed it. Also, the chewed up the warranty sticker removing the screw and didn't apply a new one. Sadly I only noticed the cracked aeriel cover when taking it out of SBE's packing box 5 weeks later - I'd only done a cursory check on the fault repair when it arrived :-(

Warranty Issue
If you are going to check on jasjar when you buy it, it comes with a sticker in front giving you instruction to rotate the screen 180 degrees clockwise. When you try to rotate it the other way around, the coaxial cable that connects the lcd to the board panel will break giving you a white screen or sometimes display is there but touch screen is not responding. When the technician opens the device he will see it immidiately and from there they will consider it customer abuse meaning you voided the warranty and you will be charged for the repair

Warranty Issue
If you are going to check on jasjar when you buy it, it comes with a sticker in front giving you instruction to rotate the screen 180 degrees clockwise. When you try to rotate it the other way around, the coaxial cable that connects the lcd to the board panel will break giving you a white screen or sometimes display is there but touch screen is not responding. When the technician opens the device he will see it immidiately and from there they will consider it customer abuse meaning you voided the warranty and you will be charged for the repair

For the love of god....surely we dont have such stupid people in this world.

Latest Update: SBE say that the machine has failed quality control and is with the technicians.
They won't tell me anything more...I'll just to have wait and see what they blame it on this time. No doubt they'll come up with some **** and bull story blaming me in one way or another, and then try to charge me too.
Will keep you updated when I find out more. There is no sense of urgency with this company, so frustrating. At least my Sony Ericsson P900 is holding up perfectly while I wait.

I have to say the QC on these devices is very poor.
MDA #1: Clicking hinge, something to do with the plastic shell at the back where the USB port is I thought.
MDA #2: Metal plate not glued in correct and scaping my face during calls (it's quite a sharp edge)
MDA #3: Dodgy keyboard - keys sticking out and whole keyboard set at a rotated angle.
MDA #4: Dogdy hinge again, very loose, looked like a refurb to me
MDA #5: Camera fault - big white blown pixel in camera itself (not the screen)
Result? I got a Vario and took up the early Jan O2 Exec offer. Exec is fine by the way, but they creak more than MDA's (dunno why).
Vario is def. built more solidly. And the P900 you mentioned keeping you going just demonstrates the quality differences. A P900/910 is one of the few phones which will withstand a nuclear holocaust (probly) and is built like a brick sh*thouse.
Sony build em like Merc's and HTC build em like Vauxhalls (Holden for our antipodean friends, and Opel for our European friends).

Update
I've just been told that they're(SBE) awaiting spares from Dubai, but they cant tell me what's wrong with it????? so who knows how long this will take.
This is so frustrating, but hey I've got my trusty P900.

I've been told that they are still awaiting spares which should arrive by the end of next week. ???????? (They tell me 6 weeks to get the shipment in)
Can't f&*%ing believe this, do they send the spares over via ship? how can they expect a customer to be without a device for 2 months....This is a complete joke. Why don't they send them airmail.
They tell me that they have to replace the complete system board. Surely it would be easier to simply send me a new device??? Surely I can demand a new device?
I'm certainly going to get in touch with I-Mate again (3 million'th time), I will demand a replacement device.
GGrrrrr................

I received my JasJar tonight.......Yehaa, at last, only two months later...
Despite my reservations and lack of trust in SBE, I have to say that they got it right this time around.
They've replaced the complete system board and as a result I have a new IMEI number too. In addition to this, they had previously replaced the entire screen housing and hinge, so the phone is, and looks as good as new.
I'm in the process of putting it back to my liking with all upgrades/software/hacks, but so far all is functioning really well.
I'm happy again, i just hope it lasts this time around.
Thanks to all for listening to my problems

I received my JasJar tonight.......Yehaa, at last, only two months later...
Despite my reservations and lack of trust in SBE, I have to say that they got it right this time around.
They've replaced the complete system board and as a result I have a new IMEI number too. In addition to this, they had previously replaced the entire screen housing and hinge, so the phone is, and looks as good as new.
I'm in the process of putting it back to my liking with all upgrades/software/hacks, but so far all is functioning really well.
I'm happy again, i just hope it lasts this time around.
Thanks to all for listening to my problems

I too had a equally bad experince with SBE (7 weeks, 2 returns, 10 phone calls and the threat of reporting them to trading standards before my phone was repaired) . I can't imagine why Imate tarnish their image with their ongoing association with such a company.

touch screen problem help!!

the touchscreen is acting up real bad i have to touch like 20 times for it work sometime it dont work at all

is your phone new? if so how new? take it back to where you purchased it from. did it come into contact with any water? water damage is a *****. do you have insurance? if so make a claim on defective handset
hope this helps

i got used and i cant returen it

I had the same issue after my phone came into contact with bubble solution in my niece's purse. The screen seemed to work randomly for a while and eventually it went all bad. Now I feel like I have a smartphone without the nice resolution! Sorry, I don't think it gets better from here. My phone was also not returnable since I got it on ebay.

[Q] strange oily look under screen. any ideas?

hi all, ever since i had my original Touch HD replaced by orange as it got damaged in work, the replacement has pretty much always had an oily looking substance visible under the screen. it causes no problems and is only visible when the screen is off but i was wondering what it might be and if i can get rid of it as i'm due my upgrade next month and want to maxmise the resale value of my phone.
any help would be great, thanks in advance

Anyone? 79 views and I'm the only one with this issue

If it was a replacement, it was probably a refurb unit. The oily substance might be some cleaning fluid used when reassembling the phone, and not removed properly.
It shouldn't be there, there's unlikely any way to get rid of it without disassembling the unit. Best bet is to send it back to Orange and complain.

handsomedog said:
If it was a replacement, it was probably a refurb unit. The oily substance might be some cleaning fluid used when reassembling the phone, and not removed properly.
It shouldn't be there, there's unlikely any way to get rid of it without disassembling the unit. Best bet is to send it back to Orange and complain.
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Click to collapse
Thanks for the reply, same sort of lines along what I was thinking, either that or something like excess sweat getting held in the small layer of air trapped in the touchscreen used on these. I think my brother is going to buy it as it is as soon as I get a new phone so I doubt I'll bother going to Orange about it, and incur another £25 insurance excess. Thanks

Its a newton ring, where it's either overheated through use in the past or (if you believe HTC) it's from applying too much pressure to the screen.
It will show up more under flourescent light.
If you're still in the returns period of the phone, send it back and ask for another, if you're past that (thus giving them the ability to say it was fine when they sent you it) then there is a thread on here which describes clearing the rings using a lighter.
If you're going to try that, find the thread for the full instructions.
Both my blackstones developed the rings, neither of them had excessive pressure applied to the screen, but they do get very hot using tomtom while charging in the car.
Tried a warranty repair from HTC, they demanded £180 and denied it could be anything other than too much pressure, so tried a warranty repair through carphone warehouse (the shop was being refurbed when I first had the problem which is why they suggested I went direct to HTC).
The phone came back untouched, they'd sent it to HTC for repair, HTC sent it back saying "no pixel errors found" so the hadn't even read the fault description from CPWH. I ended up claiming for a new one on my insurance citing water damage at CPWH's advice.
The replacement also developed a long ring up the middle of the screen, managed to clear it with a screen protector as this flexes the layers of the screen and pulls them tightly together.

xaccers said:
Its a newton ring, where it's either overheated through use in the past or (if you believe HTC) it's from applying too much pressure to the screen.
It will show up more under flourescent light.
If you're still in the returns period of the phone, send it back and ask for another, if you're past that (thus giving them the ability to say it was fine when they sent you it) then there is a thread on here which describes clearing the rings using a lighter.
If you're going to try that, find the thread for the full instructions.
Both my blackstones developed the rings, neither of them had excessive pressure applied to the screen, but they do get very hot using tomtom while charging in the car.
Tried a warranty repair from HTC, they demanded £180 and denied it could be anything other than too much pressure, so tried a warranty repair through carphone warehouse (the shop was being refurbed when I first had the problem which is why they suggested I went direct to HTC).
The phone came back untouched, they'd sent it to HTC for repair, HTC sent it back saying "no pixel errors found" so the hadn't even read the fault description from CPWH. I ended up claiming for a new one on my insurance citing water damage at CPWH's advice.
The replacement also developed a long ring up the middle of the screen, managed to clear it with a screen protector as this flexes the layers of the screen and pulls them tightly together.
Click to expand...
Click to collapse
Thats really helpful, thank you for clearing it up. Yes the oily substance on mine is right down the middle of the screen and moves when any pressure is applied to the screen. It doesn't hamper the phones performance in any way and cannot be seen at all when the screen is lit up and considering that claiming a replacement on my insurance will cost me £25 and I've been offered £100 for the phone as it is I'll probably just wait for my upgrade on the 13th. My dad has just passed away this week and I can't really be doing with any more hassle or bills so I'll make do, its been there for about 7 months without really bothering me.
If I leave it will it cause any major problems or have any side effects to the phones performance in any way as it is all working perfect at the moment?

Sorry for your loss.
If its not interfering with the screen's response (mine doesn't but my first HD was much worse and prevented typing) then I'd leave it be, get the upgrade (go for a HD2 unless you want android) and sell your HD.

Same crap with mine.... Newton rings? How about ring of death!

xaccers said:
Sorry for your loss.
If its not interfering with the screen's response (mine doesn't but my first HD was much worse and prevented typing) then I'd leave it be, get the upgrade (go for a HD2 unless you want android) and sell your HD.
Click to expand...
Click to collapse
I would go for the HD2 but I fear WinMo is slowly on its way out, there's virtually no new games come out for it and everyone either seems to be jumping ship to the iphone (sorry to swear so openly on the forum) or android. I have been thinking of trying the Samsung Galaxy S or possibly HTC desire but I've still got a few weeks to work it out. What do HD's go for now used? Mine is fully unlocked and comes with a few accessories like the in car holder and charger and has an 8GB MicroSD card with it

Well, given the tech specs of the HD2, chances are it won't be long into WP7's life before a rom is released to work on that, otherwise you can run android on it.
Personally, I've kept mine stock other than installing SPB mobile shell 3.5
There's the star trek game, spider man, transformers, worms (oh that is so much fun).

'Splodge' on screen

Splodge, was the only way I could describe it...take a look at the attached photo.
I'm certain I have seen someone else post this before.
It just happened randomly! Was fine all day yesterday, then picked my phone up to answer it last night, and after the phone call had ended I saw this on the screen...
Touch screen still works, and you can still see underneath it, its less visible when the back light is on. Of course when it's off, you can see the effect it has!
So...what is it? Easily fixed or what?
Like I said, I'm sure I have seen this posted by someone else before...

Hehe... nice one. It will most likely disappear if you gently pull the glass with a suction cup.
Brgds... /Tubgirl

Suction cup thing works but then it comes back.
HTC said it would be out of warrenty :S and they would have to look at it first.
O2 however, said if its in warrenty (which it is) then they will get it repaired and supply a courtesy handset while they have it.

i had one the same size it has slowly gone to half the size 5 pence piece but o2 said its not under warrenty and i work for a major phone retailer and my repairs guy said it may so im very unsure wuld have re flash it as its hspl grrr

Some background info on the topic: http://en.wikipedia.org/wiki/Newton's_rings

greg1fraser said:
i had one the same size it has slowly gone to half the size 5 pence piece but o2 said its not under warrenty and i work for a major phone retailer and my repairs guy said it may so im very unsure wuld have re flash it as its hspl grrr
Click to expand...
Click to collapse
interesting, well I'm taking it to the O2 store next week, so will see what they say, will keep the email i had off them saying they will as backup!
It has reduced in size, but still has the rainbow pattern in the middle.

I had a similar screen problem however it didnt look anywhere near as bad as yours. Mine had slight discolouration mostly noticable on white backgrounds. Pressing the screen a little bit harder than normal created the sort of effect you get when pressing the screen of a calculator (dont know what to call it) I took mine to the o2 shop with a different fault and also mentioned this fault. I got it back 6 days later but they hadnt fixed the screen problem. I sent it off again then and there and 6 days later i got a new phone.

O2 now have my HD2
Been given a nasty old Nokia phone as a temp...forgot how small some screens are...lol
should take 7-10 days they said...so fingers crossed...

Any way of fixing this problem without sending it back as this has happened to my cousins HTC HD2, kind of glad it didn't happen to mine lol, any quick fixes to know about?

I've had the same with my HD2.
They fixed it for me (new screen)

Don001 said:
Any way of fixing this problem without sending it back as this has happened to my cousins HTC HD2, kind of glad it didn't happen to mine lol, any quick fixes to know about?
Click to expand...
Click to collapse
Get hold of a replacement screen and do it yourself??

MalekoUK said:
Get hold of a replacement screen and do it yourself??
Click to expand...
Click to collapse
Was actually thinking about this, then tried to figure out how it happened, he goes it was one of two things, since he considers himself a bit of a playboy lol, he tells this tale of a girl sitting in his lap and it happened or could have been wetness (kind of goes hand in hand don't you think lol).. how does this problem usually occur?

Don001 said:
Was actually thinking about this, then tried to figure out how it happened, he goes it was one of two things, since he considers himself a bit of a playboy lol, he tells this tale of a girl sitting in his lap and it happened or could have been wetness (kind of goes hand in hand don't you think lol).. how does this problem usually occur?
Click to expand...
Click to collapse
LOL!
Well anyway! For me it was very random. The phone was fine all day at work, I had a phone call in the evening, after the phone call I just looked at my phone, and there it was...
Some people have said its caused my the heat of the battery and signal, dunno.
Its a very thin space between the battery and the back of the screen, so maybe thats true.
I can't see how over pressure can cause it as its a glass screen, and glass doesn't bend like plastic.

I had a smaller of these newton rings at the center. Much smaller than yours.
Suddenly one day it disappeared.
It was during summer and I thought it was probably because of the heat.

MalekoUK said:
LOL!
Well anyway! For me it was very random. The phone was fine all day at work, I had a phone call in the evening, after the phone call I just looked at my phone, and there it was...
Some people have said its caused my the heat of the battery and signal, dunno.
Its a very thin space between the battery and the back of the screen, so maybe thats true.
I can't see how over pressure can cause it as its a glass screen, and glass doesn't bend like plastic.
Click to expand...
Click to collapse
Interesting, he did always complain about his battery overheating or when on a phone call, the phone temperature increases rapidly, guess that was the cause, at least I get to tell him some good news, he can go to spearmint rhino as much as he wants lol

Just tracked the repair on line and all sounding good!
Job Fault: Defective On-Screen Keyboard
Job Status: On it’s way back
Repair Outcome: Warranty Repair

MalekoUK said:
Just tracked the repair on line and all sounding good!
Job Fault: Defective On-Screen Keyboard
Job Status: On it’s way back
Repair Outcome: Warranty Repair
Click to expand...
Click to collapse
Congratulations.. how long did it take to come back?

Don001 said:
Congratulations.. how long did it take to come back?
Click to expand...
Click to collapse
Hasn't arrived at the store yet, waiting for a phone call, fingers crossed for today! that would be exactly a week.

Hope its fixed soon for you, its interesting about the battery and heat, my hd2 gets warm below the battery and that is also below the main area your problem is on, I suspect its down to a screen fault myself.

MalekoUK said:
Hasn't arrived at the store yet, waiting for a phone call, fingers crossed for today! that would be exactly a week.
Click to expand...
Click to collapse
Hopefully because I know how it feels like to be without the beloved HD2, I had to last two weeks, no matter what phone you use as a substitute, for some reason, it just cannot compare!

Screen Problem

Hi All,
I have a strange problem going on with my HD2. I wondered if anyone could suggest a solution.
When i turned the phone on yesterday, I notice that the colours on the screen didn't look right.
The screen looks as if its is on a lower colour depth mode, like when you put a pc into 256 color display mode.
I have turned off the phone and removed the battery but that has made no difference.
As far as i am aware, there are no colour depth settings, on the phone software.
Has anyone seem this before?
Thanks

Same problem here..

I just found the other thread about this issue, posted about the same time as mine.
It was suggested that the fix is to install the ROM upgrade from HTC. However I cannot do this as I have the lastest stock ROM and I have this issue.
I guess that as the phone is not yet a year old, and thus covered by manufactures 1 year warrenty, i can just sent it back to HTC and get a replacement.

Do a hard-reset. If the problem persists, then send it to repair to HTC. Maybe HTC starts doing better LCD's when they see lots of people returning their defective LCD screens.

Thanks
I just hard reset it.....the issue persists.
:'(

UPS just picked up my HD2...off t goes back to HTC
Dunno how i'm going to cope without it for the next 15 working days...

Vertuas said:
UPS just picked up my HD2...off t goes back to HTC
Dunno how i'm going to cope without it for the next 15 working days...
Click to expand...
Click to collapse
i would die.
definitely.

i have sent mine today, and its not the same thing with a cheap nokia . i am too lazy to copy the contacts one by one. i think i will just print a paper sheet with contacts and having in my wallet.

i too have that screen problem real bummer. but on my phone the weird colour also disappears.. and it seems to have gotten worse with a deteriorating battery, might be coincidental but still...

Update for you all :
I just called HTC, my phone has been repaired in warrenty.
They have replaced the main board and the screen.
It should be getting shipped back today/tomorrow for delivery early next week

tfouto said:
i have sent mine today, and its not the same thing with a cheap nokia . i am too lazy to copy the contacts one by one. i think i will just print a paper sheet with contacts and having in my wallet.
Click to expand...
Click to collapse
Yeah i here you on that one, i got an LG P100. Cost me 10 pounds from the t-mobile shop. All it does is text message and calls. In some ways it quite liberating that i can't sit and read my emails or facebook on my phone. I can spend the time doing other things instead. lol
I have only added people to contacts after they have send an text to me, or called me. If i need other numbers i'd have to get them out of outlook on the PC

YAY!!! Phone came back today.
It not my old one repaired, they have shipped a new phone, just with my battery and back panel. )
Bonus!