Having bought my imate jam from said company, after 4 weeks i started getting the power button problem, ie: you put phone down for 10 min, and pick it up, press power button and nothing happens, you have to do soft reset, this keeps happening, if you ring phone it wont ring.
So expansys told me to send it to imate repair centre, they returned it, and straight out of box, its the same, sent it back saying i want my monies back, all they do is send it to imate repair centre, and you know what, it still does the same upon return. So i phone them, and they say past 21 days, and i cant have my monie back, it seems they dont believe in the sales of goods act.
So ideas?????????
You bought goods in good faith you have given them chances to repair it. Return it special delivery (important) with a letter rejecting it under the sale of goods act as not fit for purpose. State that you want a full refund within 7 days or you will take them to the small claims court. You must be prepared to follw it through though. Expect a refund smartish..................
Alternatively if you used a credit card you could approach your credit card firm for a refund.
Let us know what happens.
I sent my iMate Jasjar (which had a malfunctioning digitizer) to the Topps repair center 2 weeks ago after an iMate rep told me they would have it repaired in 6 days. I called the company today and they said that "the device needed a software upgrade." I told them that I had done that per their instructions prior to my sending them the device. I was then forwarded to a tech manager who said that "diagnostics were run on my device" and again told me it needed a software upgrade, and it would cost me $25 to do so. I told him also that I had upgraded the ROM prior to shipping (all they needed to do was check the darn splash screen for the ROM version!!!!!). Anyway, I agreed to let them upgrade it--what else can I do?--and I asked that they check the device prior to sending it back to me. He said that he would personally inspect my device. Sounds like it's gonna be a long, drawn out time before I get my device working again. Just a bit of warning before anyone sends their device to this company.
answer
email imate about this issue and when they respond send topp the imate email
That's a good idea, Sandrobber. I am expecting to hear from Topps tomorrow. If not, I will proceed.
The head tech guy said "iMate says that 90% of customer's problems are software related, not hardware." I kept trying to tell the guy that if they actually tried out my device, they would know it's not the software that is faulty. I've used PDAs for about 7 years, and I've gone through more than a dozen of them, so I can at least separate a hardware from a software problem. :roll:
Ok, so the vibrate feature no longer works on my device. Whether it be the vibrate profile (phone stays silent but no vibrate), Haptic feedback is no longer working in keyboard and neither is the haptic feedback in HTC Sense and inc bootup.
I sent detailed info on my fault, phone was sent last friday. Vodafone sent me a txt saying they had received my device on Monday morning and then sent me another txt at 19:50 saying that the device is on it's way back to me fixed and would be with me tomorrow by Royal Mail and make sure someone would be in.
I then took the day off unpaid and the device never arrived until this morning. I was so excited to get it back but already annoyed due to losing pay yesterday. Opened box and there was my baby. I popped in my battery and no vibrate during boot?? No haptic feedback in keyboard (checked settings)??? Then tried vibrate profile and rang my phone, surprise "No Worky" phone silent and no vibrate. ??? Checked accompanying documents. One is a check list from engineer. As Follows:
"Reported fault Resolved Tick (No it's not)
Data Content Cleared Tick
Latest Version Software Same as sent
Established Live Call Tick
Incoming Audio (speaker) Test Tick
Display Test Tick
Keypad Test Tick
Imei: *********************
Date Test Completed 25/01/10"
Then letter says:
"hank you for sending your phone to us for repair, we are pleased to say that the fault has been fixed.
What we've done
One of our engineers has throughly tested your phone. The fault on your device has been corrected by upgrading the software to the latest manufacturer approved version. If you mentioned any other faults when you booked the repair, these will have also been fixed.
As part of the repair process, we have given your phone a full internal service including upgrading the software inside the phone, as this is how many faults are fixed. The software is responsible for many aspects of how the phone actually works and though you may not expect it, upgrading the software can increase battery life and memory capacity, and provide you with a more up to date phone.
If you need us again
You can pop into the shop or call customer services, blah blah blah."
Well what BULL. The software is the same as previous (before sending) Phone has not been fixed. I lost a days pays (although my choice I surpose for doing as they asked) And I'm now worse off.
I popped into vodafone store and they said they could do nothing as they dont sell that phone instore and were not even aware of the model. See said call 191 from phone. And all they would do is send it off again. I'm reluctant to do this as I'd be without a phone for further number of days. working virtually non-stop over next couple of weeks so being in to recieve the phone may be a prob. I just feel like taking they phone and both signed documents to a solicitor.. They clearly state it's been repaired but it's not. Exactly the same as was sent. Well as soon as contract is up with vodafone I'm going back with O2. First time with Vodafone and also my last!!
Sorry for the rant. Any Idea's? What would you do? Should I send it off for repair again or demand a replacement or just shut up and take it like a *****???? Thanks for listening... Anyone a Solicitor?? lol
Just for reference, the shops, the internet shop, and the phone shop are 3 different branches of the same company. They do not share deals, devices, staff, or even knowledge. This is quite common, and normal for most (if not all) of the major providers.
Anyway, I'd ring back and just explain to them what you've explained to us. Try and stay calm with them but be very persistent. Don't end the call till they've acknowledged what the fault is by telling you what they've recorded on your notes, and they've agreed to once again collect the phone.
If you do need a phone while it's away (do you? You already received text messages from them last time it was away), they may be able to arrange one of the shops to do you a loaner for a while, but it will be a piece of crap that will make you blush when you have to pull it out in public.
My best advice would be to not get angry on the phone with them. It's done, and the person at the other end of the phone isn't responsible for the problem. Too many people start these conversations aggresively, and that won't get you any further. If I was CS staff and someone rang up and started ranting at me immediately, I'd be disinclined to be as helpful as I could.
I know it's crap, but it is what it is, and the phone simply needs fixing or replacing.
Good luck, and let us know how you get on.
Thanks for your quick reply. The only reason I popped in store was because the letter said I could and I was going into town anyway so took my chance. I was very pleasant on the phone (couldn't have been anything else as I have a really sore throat and a blocked nose, lol) In fact i'd say that the Welsh guy from customer services is about the only thing Vodafone currently have going for them. He was great and very polite. Just waiting on his supervisor calling me for a chat but said it could take up to 48hrs.
Will keep you informed, Just cant believe they say that the problem is fixed. Well gonna keep smiling and looks like i'll have to use my mates pink flip up phone again for a while. uughhh, I'm not gonna hear the end of that I can tell you.
My SGS4 recently stopped working - basically what happened was that it doesn't seem to be drawing power from the battery. The phone will turn on when plugged in (but soon power off), and will show as charging when first plugged into charger (but not charge). However if I unplug it, it won't turn on.
The phone is rooted, and running a custom, Samsung based ROM.
I have tried using a different battery, and the stock battery fully charged with an external charger - and the phone still won't turn on. It's clearly a hardware related issue - drawing current from the battery. I've also tried turning the phone on in download mode, and recovery mode. Both of which do the same as a standard boot - ie. turn on for a while, then turn off.
The phone, being only about 6 months old, was still within warranty period, so I took the phone to Telstra. Not surprisingly, Telstra have said that as there is a Custom ROM on the phone, the warrant is voided. I stated that my understanding is that under Australian law, as it is a hardware fault, and not a fault caused by the ROM, the warranty still stands - however Telstra wouldn't budge and said I have 5 days to decide if I want to pay the $300+ for the repair.
What is my next course of action? Has anybody had a similar issue previously? Is the TIO the next port of call? Or should I be going to NSW Department of Fair Trading?
I'm sure I've read previously that phones are still covered under warranty after rooting etc, if it can be shown that it's a hardware fault, not a software fault. As the battery doesn't seem to be powering the phone, this clearly seems to be the case - esp. as it is the same in download mode and recovery mode.
Any help would be great. Please don't post pointing out that I rooted my phone so THAT's my own fault etc. These posts aren't helpful, I already have know that.
is it too late to throw the original Telstra ROM on it and take it back to another store? If you were careful you would still be on the old bootloader, so there shouldn't be any KNOX concerns.
Thanks for the response.
It may not be too late, however I cannot flash it, as the phone won't stay on for more than a second or two. Even in download mode.
I was on the old bootloader, yes. So knox is fine.
abbaskip said:
Thanks for the response.
It may not be too late, however I cannot flash it, as the phone won't stay on for more than a second or two. Even in download mode.
I was on the old bootloader, yes. So knox is fine.
Click to expand...
Click to collapse
Thats good to hear that your still on oldbootloader but the problem still will remain if you cant do something about it. Can you pls pull the battery out for atleast 5 to 10 minutes to let it settle abit and put it back after. Thanks
Edit: Would you mind checking your battery Serial S/N if it starts with BD ? thank you.
Sent from Hell ?
I am not too sure about Australian law but under EU law you are fine. This does not however apply to the rest of the world.
Either way if you have rooted outisde EU you are pretty much done for (unless there is a law). its extremely hard to prove that your rooting / apps or whatever you have on it has not caused the Hardware fault.
I understand that it is battery not charging etc, is there anyway while phone is connected directly to mains to flash it from usb card? if you could do this and 'unroot' the phone it should be stock or give you enough to trick kies into allowing you to update?
Its a pity you cannot power it through your PC and enter download mode and flash.. (or can you?)
Repulsa said:
Thats good to hear that your still on oldbootloader but the problem still will remain if you cant do something about it. Can you pls pull the battery out for atleast 5 to 10 minutes to let it settle abit and put it back after. Thanks
Edit: Would you mind checking your battery Serial S/N if it starts with BD ? thank you.
Sent from Hell ��
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Click to collapse
Hi,
It's definitely no fault of the battery. I've tried various batteries, left the phone without a battery for days etc. (See this thread for details of this issue: http://forum.xda-developers.com/showthread.php?t=2581229&page=2)
Battery serial starts AA.
A|ex said:
I am not too sure about Australian law but under EU law you are fine. This does not however apply to the rest of the world.
Either way if you have rooted outisde EU you are pretty much done for (unless there is a law). its extremely hard to prove that your rooting / apps or whatever you have on it has not caused the Hardware fault.
Click to expand...
Click to collapse
I think that's the issue here. Basically a big company taking advantage of the small man. They have the upper hand, they know it, so they force you to pay.
It has to be a hardware fault, based on all of the behaviour (ie. phone booting in all modes - but dying in a handful of seconds), but it's easy for them to wash their hands of the warrant, by saying I modified the device - even if it is irrelevant to the problem.
I understand that it is battery not charging etc, is there anyway while phone is connected directly to mains to flash it from usb card? if you could do this and 'unroot' the phone it should be stock or give you enough to trick kies into allowing you to update?
Its a pity you cannot power it through your PC and enter download mode and flash.. (or can you?)
Click to expand...
Click to collapse
Unfortunately not. Even when the phone powers up, it shows 0% and shuts down very soon after. If I plug it into the PC, then turn it on, it powers up and again turns off not long after. This same behaviour carries across to download mode and recovery mode. ie. It boots, but then dies within a few seconds.
Think I'll complain to the ombudsman.
Based on the Australian law, the ombudsman can assist as follows:
The TIO has jurisdiction to investigate complaints about faulty mobile handsets where the handset is supplied as part of a contractual relationship, between the TIO Member carrier or carriage service provider and the complainant, which involves the provision of a carriage service to be accessed via that handset.
The TIO does not have jurisdiction to investigate complaints where the customer supplies the handset (i.e. they have purchased it outright and separately from their purchase of network services), or where the initial contract has expired and the customer retains and continues to use the handset. Where appropriate, the TIO will refer out-of-jurisdiction complaints to the relevant Department of Fair Trading or Consumer Affairs.
This position statement does not relate to any manufacturer's warranty. The TIO will investigate complaints about faulty handsets provided as part of a bundled service, even where the initial handset warranty period may have expired.
Under the TIO's Operational Guidelines the TIO will only investigate complaints about faulty handsets where the fault is caused by an inherent defect or otherwise and is not caused by misuse by the customer. The TIO may also decline to investigate a complaint where a customer has not produced a handset for inspection/assessment after being asked to do so by their provider or the TIO.
As the defect was not caused by myself - as the rooting and custom software did not lead to the hardware defect, I believe it falls under the TIO jurisdiction.
As a long shot would a juice pack for a S4 work such as a morphie as you can charge and also sync? (not sure if the phone uses the pack or whether the pack is used to charge the battery, if the latter it will not work for you)
or maybe a mains powered dock and usb cable to PC?
Given TIO is able to look at something like this as the handset is bundled, go to them. Better them than CA/FT/whomever, as TIO is the specialist industry body.
Or....This sounds like it may be a simple USB board/port failure which is quick/easy/cheap (maybe 15 bucks) to replace yourself. You could always try that, and if that doesn't end up being the issue then go the TIO route.
MistahBungle said:
Given TIO is able to look at something like this as the handset is bundled, go to them. Better them than CA/FT/whomever, as TIO is the specialist industry body.
Or....This sounds like it may be a simple USB board/port failure which is quick/easy/cheap (maybe 15 bucks) to replace yourself. You could always try that, and if that doesn't end up being the issue then go the TIO route.
Click to expand...
Click to collapse
I don't believe it's a usb port failure, as fully charged batteries haven't worked. It's not the USB port that's issue, but that the phone isn't drawing current from the battery.
A|ex said:
As a long shot would a juice pack for a S4 work such as a morphie as you can charge and also sync? (not sure if the phone uses the pack or whether the pack is used to charge the battery, if the latter it will not work for you)
or maybe a mains powered dock and usb cable to PC?
Click to expand...
Click to collapse
What's a juice pack?
I have a dock, bit it has the same issue as charging direct - the phone turns off after about one second
So the latest news – I tried to phone the store again and this Telstra Shop NEVER answer their phone – I have their direct local line, given to me by the Telstra Call Centre, and even tried calling them as I walked through the door – as I'd tried calling throughout the day with no answer. The phone on the desks rang, and was ignored by staff who were standing around having a conversation. Sure explains why they weren't answering the phone throughout the day! So anyway, after not getting through to the store, I called the Telstra Call Centre again, explained the situation, and that I was quoted ~$350 for the quote. The operator looked into it, put me into someone who was escalating the case. After a short chat, the person said they'd call me back after speaking to the tech, getting all the details etc etc. Long story short, they call me back and gave me a waiver code. Said that I can request the store repair the phone, and give that waiver which will mean I'm not charged.
I went into the Telstra store this evening (which is after I kept trying to call them all day as above), and told them the situation. They didn't understand why I was telling them, and said I needed to tell the tech centre – who they can't provide contact number for (and who had told me when giving me the quote to respond to the store within 5 working days). Eventually a guy that knew what he was doing explained to my staff member that he just needed to email/message the tech responsible, provide the waiver and confirm to go ahead with repairs.
Now I've just got to wait for the call saying my phone is ready to be picked up Hopefully they don't stuff that up!!
abbaskip said:
So the latest news – I tried to phone the store again and this Telstra Shop NEVER answer their phone – I have their direct local line, given to me by the Telstra Call Centre, and even tried calling them as I walked through the door – as I'd tried calling throughout the day with no answer. The phone on the desks rang, and was ignored by staff who were standing around having a conversation. Sure explains why they weren't answering the phone throughout the day! So anyway, after not getting through to the store, I called the Telstra Call Centre again, explained the situation, and that I was quoted ~$350 for the quote. The operator looked into it, put me into someone who was escalating the case. After a short chat, the person said they'd call me back after speaking to the tech, getting all the details etc etc. Long story short, they call me back and gave me a waiver code. Said that I can request the store repair the phone, and give that waiver which will mean I'm not charged.
I went into the Telstra store this evening (which is after I kept trying to call them all day as above), and told them the situation. They didn't understand why I was telling them, and said I needed to tell the tech centre – who they can't provide contact number for (and who had told me when giving me the quote to respond to the store within 5 working days). Eventually a guy that knew what he was doing explained to my staff member that he just needed to email/message the tech responsible, provide the waiver and confirm to go ahead with repairs.
Now I've just got to wait for the call saying my phone is ready to be picked up Hopefully they don't stuff that up!!
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Click to collapse
Congrats on the Win! but i bet they will slap you in the face with KNOX
You mean they'll put me on the new BL? Yes, I'm sure of it. Tech centres always do a factory reset and load the latest firmware. They give you a warranty on the repair, so they ensure all is stock.
If you mean they will refuse to repair because of knox, I'm confident they won't. I'm on the old BL, and even so I've been given the quote and waiver for the quote already.
My phone has been returned in working order. Of course, Telstra being Telstra, I was told that they couldn't add the waiver at the shop, so we would be billed, and then have to apply for a credit.
Oh, and they've updated to a Knox enabled ROM obviously but that was expected
Sent from my GT-I9505 using Tapatalk
I did not learn my lesson! It took ZTE more than 30 days to repair my first Axon 7 (hard bricked, would not power up). Instead of giving up, I bought a second one only to find out that the Camera and Flashlight App (not the camera flashlight) does not work (error message "can't connect to camera, etc...."). I contacted ZTE customer service and after resetting phone to factory, deleting data/cache, etc. did not work, agent created an RMA, I shipped the phone to ZTE on 8/21, they received it on 8/24. Whenever I try to check the status of the repair online, I receive "invalid log in, contact administrator". I reported it, still not resolved.
I contacted customer service on Friday the 8/25 to make sure they received the phone, they confirmed receipt. I contacted them again on Thursday the 8/31 to check status, I was told that phone is in "Assess" stage and it will ship in 3.5 days. I contacted them again 2 days ago, 9/4 to see if it has shipped, the agent responded that the info given to me before was NOT correct, the phone is only in "Received" status and has not even been assessed! So to be blunt, the agents I communicated with before were making things up, basically lying! She promised to follow up and escalate the issue to find out why the delay. She also promised that some one will contact me by phone or email within the next 2 to 3 days. The moral of the story, don't believe everything that customer service agents tell you! In the past, their excuse was "no parts, no replacement phones", I wonder what their excuse is this time.
TheBoozer said:
I did not learn my lesson! It took ZTE more than 30 days to repair my first Axon 7 (hard bricked, would not power up). Instead of giving up, I bought a second one only to find out that the Camera and Flashlight App (not the camera flashlight) does not work (error message "can't connect to camera, etc...."). I contacted ZTE customer service and after resetting phone to factory, deleting data/cache, etc. did not work, agent created an RMA, I shipped the phone to ZTE on 8/21, they received it on 8/24. Whenever I try to check the status of the repair online, I receive "invalid log in, contact administrator". I reported it, still not resolved.
I contacted customer service on Friday the 8/25 to make sure they received the phone, they confirmed receipt. I contacted them again on Thursday the 8/31 to check status, I was told that phone is in "Assess" stage and it will ship in 3.5 days. I contacted them again 2 days ago, 9/4 to see if it has shipped, the agent responded that the info given to me before was NOT correct, the phone is only in "Received" status and has not even been assessed! So to be blunt, the agents I communicated with before were making things up, basically lying! She promised to follow up and escalate the issue to find out why the delay. She also promised that some one will contact me by phone or email within the next 2 to 3 days. The moral of the story, don't believe everything that customer service agents tell you! In the past, their excuse was "no parts, no replacement phones", I wonder what their excuse is this time.
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Click to collapse
This is the usual rant. Pretty much customer support office out there is actual crap. They said OnePlus's was hideous, I had lots of trouble with Google's Motorola, heard some stuff about Samsung too...
I don't have customer support here, (bought it in Thailand, live in Argentina ) but I'm grateful that I didn't have any hardware trouble. I DFU-bricked it but managed to get it back to life via disassembly and all.
Hope for the best... But we all know how bad customer support is. There are a bunch of threads that say basically the same.
Sorry to hear you got screwed. Maybe I've been lucky, but ZTE Axon customer service has been good. I've RMA'd 2 phones for the camera OIS problem and both time have been efficient. I did the advanced exchange on both and they went okay. The second phone they advance exchanged it without putting any hold on my card.
pt
Yes I had no issues with them either. Hell both of the times I called them the operator seemed to actually be located in the USA
I am still waiting for the promised email/phone call. If I don't get anything by the end of the day, I will contact them again. I am happy that someone had a good experience with them, as for me, this is my second nightmare!