Related
Ok so my friend over in Wisconsin has the Nexus 1, since release day worked fine, he recently updated to Froyo, few days later got a red trackball(not rooted), and noticed it wasn't being recognised though usb, and got worried, rang google them had him check the liquid sensors and agreed no water damage, because the sensors or stickers whatever you wanna call them are fine, so it has been sent to HTC now there telling him it has water damage inside the phone and he needs a new screen and main board, funny thing is its never even had a rain drop fall on the phone, so HTC telling him he has to pay $283 to have it repaired.
seems like a job for the consumerist
He may want to have them check if they didn't get the device mixed with someone else...
have him check with his homeowners / rental insurance, the phone might be covered through that route as well, in case HTC doesn't budge.
slowz3r said:
seems like a job for the consumerist
He may want to have them check if they didn't get the device mixed with someone else...
Click to expand...
Click to collapse
or contact these lol
If you need to reach upper management at handheld manufacturer HTC because of some intractable issue with their device that regular customer service can't or won't solve, consider lofting a well-crafted letter over to some of these folks:
[email protected] Senior Director Enterprise Business Unit Americas
[email protected] Chairman
[email protected] Chief Marketing Officer, HTC Corporation
[email protected] Senior Public Relations Manager at HTC
[email protected] COO of HTC
[email protected] Board Member of HTC
[email protected] CEO
[email protected] VP HTC
[email protected] Chief Innovation Officer
http://consumerist.com/2010/05/reach-htc-executives.html
Demon_man said:
Ok so my friend over in Wisconsin has the Nexus 1, since release day worked fine, he recently updated to Froyo, few days later got a red trackball(not rooted), and noticed it wasn't being recognised though usb, and got worried, rang google them had him check the liquid sensors and agreed no water damage, because the sensors or stickers whatever you wanna call them are fine, so it has been sent to HTC now there telling him it has water damage inside the phone and he needs a new screen and main board, funny thing is its never even had a rain drop fall on the phone, so HTC telling him he has to pay $283 to have it repaired.
Click to expand...
Click to collapse
What do you mean a red trackball? The trackball being lighted up red? If so, I think some apps have a red notification light.
Anyway the thing about the usb not being recognized sounds so similar to an incident of mine. Just last week I realized my N1 could not be recognized by my work computer as a usb device. The charging light is on, but I can't access the sd card and the computer couldn't recognize it as a usb device.
I even tried plugging my phone in and out and tried different usb slots but still no go. I was panicking and even rebooted my phone twice, but my computer still couldn't recognize it.
It was only when I plugged my phone into another colleague's computer that I realized the root cause.
It turns out that Froyo's tethering doesn't work flawlessly with Windows XP SP3. For some reason the local area connection created for the N1 is conflicting with my company's own local area connection. Apparently I turned off tethering on my phone and unplugged it from my computer without disabling the N1's local area connection first and that sort of caused some XP background service to go bonkers. And my computer couldn't detect my phone no matter what until I manually rebooted my computer.
Well I had no problems tethering with my home's Windows 7 computer so I bet it's Windows XP crappy outdated handling with network connections since you had to use a script for XP to enable tethering while Vista and & 7 works out of the box.
Anyway, I don't know if my situation is of any help... but you never know.
Demon_man said:
or contact these lol
If you need to reach upper management at handheld manufacturer HTC because of some intractable issue with their device that regular customer service can't or won't solve, consider lofting a well-crafted letter over to some of these folks:
[email protected] Senior Director Enterprise Business Unit Americas
[email protected] Chairman
[email protected] Chief Marketing Officer, HTC Corporation
[email protected] Senior Public Relations Manager at HTC
[email protected] COO of HTC
[email protected] Board Member of HTC
[email protected] CEO
[email protected] VP HTC
[email protected] Chief Innovation Officer
http://consumerist.com/2010/05/reach-htc-executives.html
Click to expand...
Click to collapse
The whole "well crafted letter" portion wouldn't go well with me
how does one check the 'liquid sensors' ?
I thought these were color changing strips inside the phone...or something similiar
imei
why don't you ask htc to compare imei numbers first from what your friend had in his records/tmobile/att account and the phone that they have on hand. might have been mixed up.
company is probably just trying to screw u over...keep trying and check to make sure its not confused with another phone
agentkalaw said:
why don't you ask htc to compare imei numbers first from what your friend had in his records/tmobile/att account and the phone that they have on hand. might have been mixed up.
Click to expand...
Click to collapse
I second this idea
If you're running into headaches with HTC support and want to escalate the issue to the Google online sales folks, the best way to do that is to use this form to open a ticket:
http://google.com/support/android/bi...ct_type=refund
Hello, I'm Demon_man's friend, decided to make an account here to put in my story and answer a few questions.
I had upgraded my phone to 2.2 with the firmware that was signed by Google and on their servers for those few days, so I didn't need to root my phone for it, and after talking to Google, they were cool with it. On Friday, June 11 I was driving around in my car with my phone sitting on the passenger seat plugged into my car stereo via the 3.5mm jack. When I grabbed my phone I noticed the trackball was glowing red, didn't see any notifications so I turned my phone off and back on. The first thing that tipped me off to a problem was that the trackball would glow red the instant I turned the phone on. Once booted up the trackball was unresponsive. I plugged it in to charge while I slept, charged just fine. The next day I tried to connect it to my computer (WinXP) over USB multiple times, with resets on the computer and the phone each time, and it would never recognize that it was connected on the phone and when unplugged Windows would inform me of a problem with the USB device.
On Saturday and Sunday I was able to use the phone with no more problems going on, so I didn't really think anything of it. On Monday, the phone was unusable because the trackball decided to have a mind of it's own and just select stuff at random so I had to fall back on my old iPhone 2G.
Tuesday I tried to call Google's CS, but was unable to get through because their automated system didn't want to take my IMEI number the multiple times I tried to enter it in so I had to call HTC's CS. After talking to the guy there he transfered me over to Google, but he decided to tell them water damage. After getting that cleared up the Google rep agreed that is was a hardware problem and transfered me back to HTC to set up a device swap.
Got the new phone the next day (Wednesday) got that phone setup to make sure everything was working proper. On Thursday I turned on the broken phone to do the factory reset and sent it on its way to the HTC repair center in Texas. It got there on Friday and they looked at it on Monday. Got an email saying they looked at it and I should log into HTC's service site to review the results. The only thing that told me was that they wanted to charge me $283 with no reason why. I called up HTC CS to get told that they replaced the mainboard and the screen. I asked why the screen was replaced when there were no scratches on it and it worked just fine when I sent it out on Thursday. He didn't have any further information and that someone would get back to me in 24-48 hours. I gave them 24 hours, called back and ended up talking to the same guy I talked to before. He informed me that he didn't have any further information and his supervisor would need to talk to the repair center's supervisor who would then talk to the tech who worked on my phone. Then the tech would talk to his supervisor who would talk to the other supervisor would would then get back to me.
That's completely unacceptable to me, so I tried calling HTC's North American HQ and talked with a Jim Black, Product Support Manager for North America. He called the repair center then called me back saying they told him there was water damage and they would send me pictures within 24 hours.
I told him that water damage would have been impossible because the phone was sitting on the seat of my car at the time things started going wrong, it never has seen a drop of water and I never use it in the rain, so I guess the leather they used somehow turned into water. When I told him that the hardware costs of the phone were a bit under $175, $100 cheaper then what they wanted to charge me his answer was "You wish". It's also worth pointing out that both of the water indicators you can see were both solid white, no red or pink tint at all when I sent it out.
So that's where I'm sitting at now.
(Wow, that was a bit long, sorry about that)
@slowz3r and agentkalaw:
When I get the pictures hopefully I'll be able to verify the IMEI number on the phone to what I have on record.
@britoso:
Generally there is one on the battery and one under the battery on the phone they you can see. There also may be a few inside the case you can't see on some devices.
@SiL3nTKiLL:
Funny thing is I was telling people after I called HTC and Google on Tuesday that I figured they would try to screw me over and claim water damage. I bet I even posted it on Twitter.
@irishrally:
I did call up Google a few hours ago, apparently because it's a hardware problem their hands are tied and it's just me and HTC fighting it out.
Nothing against you R0bbit or any other Cell Phone owners... but don't get too confident and place all blame and responsibility on HTC. I repair around 20 phones daily, and run into all types of devices, from a Nexus One, iPhone, to even a Jitterbug... What you believe is liquid damage is not necessarily from water dripping on the phone or your phone falling into a collection of water.. In fact many phones, and even the NEXUS One, has liquid indicators inside the housing of unit... just because liquid did not come in contact with the other indicators does not necessarily mean the entire phone never came into contact.... also corrosion/liquid damage is not necessarily instant. I've seen phones that I've cleaned/removed corrosion... develop it a week later from the original time of contact.. Usually symptoms show later on with minor liquid damage. Think of it like RUST on a car. I've personally dealt with phones damaged from shower condensation (sorry if that's the incorrect term) because many users like to play music while taking warm/hot showers. Even sweat from your hands can damage the device.. especially the trackball area which I witness more than enough times on Blackberry's and now the NEXUS One due to its proximity to the USB port... The list goes on, but you'll be surprised how very little liquid is required to cause damage to your phone.. take it from a person doing hardware repairs on phones daily. I hope they made a mistake and that in fact your phone was never liquid damaged, but I have to admit, the trackball LED shorting and the USB shorting in an area easily affected by liquid sounds legit. Best of luck!
On Monday, the phone was unusable because the trackball decided to have a mind of it's own and just select stuff at random so I had to fall back on my old iPhone 2G.
Click to expand...
Click to collapse
That is certainly a symptom of water damage... everyone might want to just consider the possibility before jumping down HTC's throat so quickly.
OP: I'm not saying that you're lying, but to consider the possibilities.
Today my baby was drooling my nexus one near to the trackball, and starts glowing red, so this is an water damage notification.! it is still functionally but let's see next days.
Click to expand...
Click to collapse
While there is some argument on the various forums as to exactly what the red indicator means, the answer is that it's never good and in at least one case as above corresponded to liquid damage or malfunction caused by liquid in some shape or fashion. HTC isn't there to screw people over and doesn't have a reputation of making these things up. The tech who looked at your phone doesn't get paid more or less for rejecting the device warranty.
R0bbit said:
On Monday, the phone was unusable because the trackball decided to have a mind of it's own and just select stuff at random so I had to fall back on my old iPhone 2G.
Click to expand...
Click to collapse
Just to point out, I had this *exact* same problem with my first Nexus One in January. Specifically, the problem only occurred when I was connected to and transferring cellular data (EDGE - no AWS 3G was available in my area at the time). The phone would behave as if I was rolling the trackball to the right as long as data was being transferred.
Did a device swap and the replacement worked.
It's widely known that most phones have water sensors. Even water vapor from taking a shower can trigger them. It has happened to me...
If this didn't happen to you and you are sure your phone has not gone anywhere near water... Tell HTC to check again.
I went into sprint last week because my charging port broke and I couldn't charge my phone. To my surprise they said that it's not a defect or hardware problem and that I would have to claim it on my ins and pay the $100. Well with the 3D coming out soon and me being such a tight A*% with my money, that $100 wasn't going to cut it. So I figured out a way to get a New Refurb phone from Sprint for only $45.
Here's what I did
I called around to some local cell phone repair places here in DFW area. I found this shop in Fort Worth that would replace it for $45. I took it in to get repaired and was told that when the charger port broke it pulled the sync strip off the board. Which means my phone will charge now just fine but I won't be able to sync it up with my pc again. Noway i could live with that.
I know enough about the evo and the hardware to know that the mic is soldered onto the board and that it cannot just be replaced at the Sprint store. Sooooo! I bet you know where I'm going with this? Your right!! I blew out my mic on purpose. How I did this is very easy and truly undetectable. All I did was blow air from my air compressor in the mic hole, maybe 5-10secs. I then opened the voice recorder to make sure it was out,It was.
I took it back to Sprint and told them my mic wasn't working. he said that's a real common problem with Evos. he began to tell me that they repair it and give them 10 mins. I knew they couldn't do it on site. 5 mins later he comes from the back and tells me that the mic was soldered on the board and they have to replace it, which I knew. 2days later Sprint text me and I picked up my new evo for $45.
The bad thing is that you'll have to use your blue tooth or headphones to make calls until the new phone comes in.
we shall not discuss insurance fraud here
cracker0309 said:
I went into sprint last week because my charging port broke and I couldn't charge my phone. To my surprise they said that it's not a defect or hardware problem and that I would have to claim it on my ins and pay the $100. Well with the 3D coming out soon and me being such a tight A*% with my money, that $100 wasn't going to cut it. So I figured out a way to get a New Refurb phone from Sprint for only $45.
Here's what I did
I called around to some local cell phone repair places here in DFW area. I found this shop in Fort Worth that would replace it for $45. I took it in to get repaired and was told that when the charger port broke it pulled the sync strip off the board. Which means my phone will charge now just fine but I won't be able to sync it up with my pc again. Noway i could live with that.
I know enough about the evo and the hardware to know that the mic is soldered onto the board and that it cannot just be replaced at the Sprint store. Sooooo! I bet you know where I'm going with this? Your right!! I blew out my mic on purpose. How I did this is very easy and truly undetectable. All I did was blow air from my air compressor in the mic hole, maybe 5-10secs. I then opened the voice recorder to make sure it was out,It was.
I took it back to Sprint and told them my mic wasn't working. he said that's a real common problem with Evos. he began to tell me that they repair it and give them 10 mins. I knew they couldn't do it on site. 5 mins later he comes from the back and tells me that the mic was soldered on the board and they have to replace it, which I knew. 2days later Sprint text me and I picked up my new evo for $45.
The bad thing is that you'll have to use your blue tooth or headphones to make calls until the new phone comes in.
Click to expand...
Click to collapse
NICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
instead of being a dipster like the OP let me give you all some actual advice.
First my Background
X-Corporate sprint employee
Close ties with management, techs, and sales reps at retail locations.
Charging port failure on the EVO 4G is a known issue, there the corporate store should know this, if for some reason they are stupid, which can and will happen, politely inform them of this, if your not getting anywhere with the rep, politely ask to speak with management to look into this.
if your charging port is broken due to normal use, and not you plugging it in and swinging it around your head like a lasso, you will be covered, even without T.E.P. insurance plan (and unless they changed policy its covered even after the 1 year warranty on the phone)
As a cautionary note, if you bring your phone in to a corporate store, and they take your phone to the techs, and see your phone is damaged beyond repair, it will be flagged and notated in the system as such, and even if you go out and do some crazy stuff like this guy, and bring it back, they will Pull up your device in E-Ticket and see that its DBR and will not fix it anyway.
So guys, if you have this issue, do the smart thing, and handle the issue politely as you cannot expect every rep to know everything.
I wasn't asked for any of my info from Sprint to flag. I was just asked what the problem was and then it was taken to the back. The TECH not REP was the one that came and spoke to me and explained to me what the problem was. He stated himself that he thinks the ports should be covered due to the fact it does happen so often and that the port isn't connected securly enough to the board with the proper temp grade solder.
Is what I did morally right? NO!! But Sprint and other cell phone companies screw over the consumer everyday, but that's ok! So when the consumer finally gets over on the corporation its sooooo BAD!!
In no way is this ins fraud because Asurion was never involved. This was under hardware warranty and being my phone was bought in Jan I really don't think me or anyone else should have to fork out more money for something that's only 5 months old.
2 wrongs dont make a right, and they don't need to ask you for any info other than to just scan your phone.
and I never said that it happened to you, I said it could and properly should happen.
not to mention the solution to the problem was so easy, you just were to lazy or inept to handle it properly.
also, yes, it was still fraud
and now the phone may get refurbed without the original problem being addressed.
If the charging port is pulled clean from the board, solder joints intact, then it's covered under the known issue.
If the solder joints are broken and circuit board is peeled, it's damaged beyond repair.
Unfortunately in our store right now we have no RECON phones so we are swapping with new in box since they are also backordered...mildly frustrating!
Ur story is awesome. I think the 116 dollars a year should be the deductible. I know there are always people that take advantage of the system. I have done it before but I also thinks it sucks for the real problems we get screwed out of with deductibles on top of monthly premium charges.
They should consider your premium as the deductible unless its more than once a year. I can understand water damage or lost/stolen. I just don't think physical problems should be cause for deductible.
Sent from my PC36100 using XDA App
Sunsparc said:
If the charging port is pulled clean from the board, solder joints intact, then it's covered under the known issue.
If the solder joints are broken and circuit board is peeled, it's damaged beyond repair.
Click to expand...
Click to collapse
+1
The "damaged beyond repair" can be argued as long as there's no obvious signs of abuse and if cust. service gets involved, we both know that we're ordering a replacement for the customer.
Nice!
Sent from my PC36100 using XDA App
They replaced mine for same problem for free. U were just getting dicked around and in turn u went to make trouble for no reason. You did fraud and wasted ur time and money.
Sent from my PC36100 using XDA App
For fun I recently repaired an Evo 4g that had it's USB port violently removed / peeled away. Definitely not worth the time, but it was a fun after-work project!
http://forum.xda-developers.com/showthread.php?t=1110886
Great fraud
Sent from my PC36100 using XDA App
Who cares, insurance fraud or not. It's not insurance fraud if you not playing $7/mo for insurance in the first place. They should have just fixed it the first time he was in the store. Most of the people (techs) I've dealt with in the Sprint stores are complete idiots that won't even read Sprint's policies on Sprint.com. :|
I can tell you the store I worked at, all of our techs had 4+ years experience, knew everything, and made sure we knew what we needed to know as well.
http://dictionary.reference.com/browse/fraud
yes its still fraud.
Alanmw86 said:
I can tell you the store I worked at, all of our techs had 4+ years experience, knew everything, and made sure we knew what we needed to know as well.
http://dictionary.reference.com/browse/fraud
yes its still fraud.
Click to expand...
Click to collapse
HA ha ha
Sent from my PC36100 using XDA App
Sprint EVO Replacement
I have been a customer of Sprint 12+ years and my experience with repair/replace of devices seems pretty typical. Some repair centers have treated me fine and one other consistently work at screwing me over. As with all new devices, there are manufacturer issues which have nothing to do with the user (bad screens, charging ports, non-functioning buttons etc.). As a corporate customer I always had a rep that would take care of an issue even if the local operation couldn't/wouldn't. I have not abused their staff nor have I abused my equipment in any way, I still have a perfect functioning Samsung i300, PPC6600 and Touch (Don't ask why I keep them around, I don't know). Each one of these needed some repair over the 2+ years I had them activated. Sprint has had many repairs centers around Metro Atlanta over the years, closing or consolidating and re-opening them from time to time. It has been my experience that you have to avoid some repair centers, those that take your device out back and come back to you withing 10 minutes with the "Wet" battery story - I have never had any of my devices ever get water or moisture on them except one and I willingly paid the deductible for that one. Recently I had the not charging issue on my EVO purchased June 4, 2010, 9+ months. Because I had to take it to the local/nearest repair center which I had problems with in the past I was apprehensive but confident I had done nothing wrong or abused the device. The tech took it out back, came back 45 minutes later and informed me that I had abused the charging port on the device and that it had come unsolder-ed and would have to go through Assurance to replace it, to which I asked her to show me. I insisted that was a defect as opposed to abuse and got nowhere. It took some insistence that I believed I should not have to pay ANY deductible. She ask her superior and was granted a one time exception to their policy to replace my (Abused, according to her) device. I have since then gone to what was my local Sprint store with my son for a new phone. This store, near our mall had closed and the independent repair center a half mile away had taken over the Sprint space. I recognized an employee who had previously worked in that store for Sprint and we stuck up the conversation about my recent repair and the trouble I had. He informed me that Sprint was well aware of the charging port issue and if I had brought it there there wouldn't have been any problem replacing it at all. He checked my device and discovered that the battery had become over heated and swollen, most likely due to the charging port problems. He ordered a new one at no charge as Sprint was aware of this also.
Moral of the story, sometimes you may have drive to a different repair center or take unscrupulous measures or insistence to get a problem resolved with big companies who aren't able or willing to do the right thing on their own, Sprint being no exception.
This charging port issue, which mine phone has, is another reason I'm leery about getting another HTC phone. I think the quality of their phones is highly overrated.
Everyone keeps saying that the broken charger port is a known issue with Sprint, but I recently did not have any success from this angle.
I took my phone to a local Sprint repair store and the tech opened the phone and said my charger port had came off the motherboard. It looked like a clean solder break to me, and he said he wasn't allowed to fix it and it wasn't covered.
I then called customer service and they also said it would not be covered by warranty. I mentioned that this is supposed to be a known issue with HTC EVOs and they said it wasn't. I spoke with her supervisor, and she also insisted that it was not a known issue. I then spoke with another supervisor who insisted this wasn't a known issue.
Is there something that I'm doing wrong? How can I get them to acknowledge this?
Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
If you are on contract the network should sort this for you.
sue them.
and don't ask questions in General
deakodude said:
If you are on contract the network should sort this for you.
Click to expand...
Click to collapse
I bought this from buymobilephones.net on a contract with T-mobile. But they aren't to blame, it's Samsung's Bad Customer service. Can I complain to them?
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
Theshawty said:
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
Click to expand...
Click to collapse
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
you can still file a complaint
Jekle_Ace said:
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
Click to expand...
Click to collapse
The engineer damaged or and does not want to take responsibility so puts the blame on you.
I suggest you file a complaint or sue them in civil court.
Sent from my GT-I9300 using Tapatalk 2
Glebun said:
you can still file a complaint
Click to expand...
Click to collapse
Samsung don't care. Apple would of been an easier choice, there Customer Service is impeccable. Just puts a sour taste in your mouth about who you purchase your next phone from?
Deleted.
Well, customer care is also something you have to pay for. Hopefully I won´t have to have my phone repaired.
Samsung Damaged Phone Repair - Choosing a third party service center is better
HTML:
<h1>Samsung Galaxy Note ii / 2 / Galaxy Damaged Phone Repairs - Why it's Smarter to use a third party Service Center </h1>
Third party service center repair shops in the USA are more reliable, much quicker, and less likely to waste your time with Samsung Galaxy S3 / S2 / Siii / or Galaxy Note 2 repairs. The Samsung phone repair needs to be done by a qualified mobile electronics commissioned individual and I use XpressFix Smartphone Repair in Orlando.
Jekle_Ace said:
Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
Click to expand...
Click to collapse
Send it to http://www.freesamsungrepairs.com in Bicester. Ask for Dean and they'll take care of you.
Not only in UK Or USA, Samsung has horrible service and I recently got to taste that for an Unbranded I9300 here in India.
The bezel color came off suddenly and it was a few months old. Reported back to CEO desk, where they took 15 days in delaying and giving me 1 day more needed clauses.
Then I finally got back a call from them telling me , your handset has just crossed 6 months and you cant get the bezel changed FOC. I needed to pay Rs.7000 for that.
I denied, so in vindictive nature, they returned me the phone with my speakers changed, and then the speakers were fully broken.
Again reported back to CEO desk, where my handset was again taken back at a diff service center and returned back yesterday with speakers changed.
Long Live SHAMESUNG .
This would probably be my last product, as this company just sells products but doesnt provide service to customers.
Add Canada to the list.
Months ago I sent my phone in during warranty within the first year of purchase because the USB charging port was screwed up naturally (what a nightmare). This was a terrible design, and if I knew Id need a repair after purchase I would not of purchased the phone. I got it back from repair then and the USB port went again within 4 months, this time out of warranty I blew a gasket because it should never of broke the first time, and for it to break again was that the fault of the repair shop or the design of the actual phone using the USB port? Anyways... This was my second time sending it in for the USB port then I recieved it back damaged. Before I sent it in the second time for the USB issue, I made it clear with Samsung, if it is the exact same problem again, I want another phone, I am not going to replace this part every few months, they somewhat agreed to assess my phone. I explained I didnt want it repaired by the same shop, they agreed and I also made clear with them I wanted them personally to do the work at their location to find out if this is some sort of ongoing problem with the phone. I did not want another third party to just keep replacing the parts in the phone, if something breaks twice on its own, there is a reason with the design. Samsung made me believe that it was going to be dealt with the best way possible, and even my Phone Carrier was made aware of this and totally felt the phone was going to be assessed by Samsung and not just fixed again by a same third party company. My carrier has been informed of the nightmares I've been going through with all of this.
So as the story goes...
Got my phone back from repair last week. Went to post office picked it up, opened up the package anxious to get back on my phone and make sure it works, so I open the package before leaving the post office parking lot, and when I opened it, it doesn't even look like my phone, but it is!! Phone looked terrible marked up and abused looking. I immediatly opened the work order / paper inside and found a different third party company did the repair again (same parts as the first time) and that it was "authorized". On the paper it declares the same damage of my phone as I had recieved it from them, not as I sent it though!!! (I properly wrapped it in bubbled wrap bigtime, then put it in a bigger box packed with paper, there was no way any damage could be done to it whatsoever).
On the work order paper I recieved it claims I must call the third party company (not Samsung) within 24hrs to dispute any issues. At that very moment I was so pissed, not only was my phone a disgrace, but I suddenly had to call a third party? What the hell?? I sent it to Samsung!!!!
I got on the phone with Samsung immediatly in the parking lot explaining to Samsung I was disgusted and wanted something done about my phone immediatly. I told them I did not want to go home from the post office without mailing them the phone back. They asked me if I called the third party shop, I said "No! I didnt send them my phone, I sent Samsung my phone! I am not going to get into a squabble or hold anyone else but Samsung responsible for this issue!" They understood me well... They told me to go home with the phone and take photos and send them to their ECR department, and they would have a response within 48hrs. So I did...
Went home took photos of the phone and sent them to Samsung ECR department, 24hrs later I confirmed by calling them that they received the photos and that it was being worked on. They claimed they couldnt find the photos, so I forwarded them the same email I sent with photos attached for a second time. (Which they did recieve in my records the first time they were sent). They told me they needed a day or so... So I called them the next day, told me to call again in another day, called them the next day, waited 25mins on hold then they come on and tell me I have to wait another 4 days because it was a friday of a long weekend.... Maddening!!! Here I am a company owner with no smartphone being put off more and more... I need my phone!!! It is a big part of my day to day life with so much going on.
So I wait 4 days, call them mid day of the business day. They tell me they escalated things to a higher level (whichever/whoever that is) and I must call them in another 24-48hrs after they talk to the repair department... I said "What the hell??? You had last week to do all of this, why is this not already done???" ... Samsung ECR replied "Oh sorry sir I will email them right now and get a report on this phone repair from the repair shop"... So he sent an email request and the third party company replied back "The phone was damaged when we recieved it, we sent it to the consumer fixed the way we recieved it." So then I got upset, I requested to have this investigated further by someone senior because I am pissed off, and fully informed them my carrier was following up with me on how this issue is resolved for their own records.
They told me to call them again in another 24-48hrs. That is where I am at now.
I am disgraced to be treated this way, I have $6000 worth of Samsung Electronics never had a problem with any of it, and this happens with 1 item. If I had any idea how their customer support / warranty dept and ECR was, I would of likely reconsidered my purchases, but I just loved my phone when it worked .
ECR department is under staffed taking forever on hold, and there should definately be a "higher up" that someone can contact if ECR is mismanaged or not doing things right. When I asked to talk to someone higher up, they said "There is noone you can talk to higher up".
$700 Samsung Phone USB Port Breaks 9 Months after Purchase.
$700 Samsung Phone has same USB Port Issues Repaired TWICE (last time 4 months after repair)
$700 Samsung Phone gets sent back from repair to consumer unidentifyable. I would not of recognized it as my phone.
5 Hours on the phone minimum fighting for phone with Samsung. Loss of time when I should of been working too!
$700 Samsung Phone Owner Left in the dark, disgusted, and pissed off.
My last words to Samsung was they better straighten this mess up within 48hrs or I am going to go purchase a new phone, disgusted with this rollercoaster ride they have taken me on for something they are liable of in the first place. My carrier is being fully informed of this terrible ordeal as it unfolds at their main office and kept in their records.
Lets face it, little people like us don't threaten a businesses existence.
I once got a D-Link wifi dongle, the range was a complete and utter lie, (was 1/4th what they were claiming), additionally I was dealing with their slow support. By the end of it, it exceeded the two weeks warranty. Chinese companies are far more reliable than crappy western ones.
In the 15 Years I've been in business dealing with thousands of businesses, I've never in my life dealt with an unorganized incompetent mess such as the Samsung ECR department, and they tell me there is nobody higher up that oversees their work. I requested multiple times to deal with someone of a higher level than ecr and was refused. I had a complaint about the Canadian ECR Department and their management and way of dealing with clients.
The people I dealt with in Canada, seemed like gangsters, I was disgusted in their business practise.
My last resort will likely be filing in small claims court, I have exhausted all reasonable methods.
I loved their products but their problems over the past few months dealing with their customer care have made me hate them.
I live in the UK and have had to use samsung warranty twice, on both occasions my phone was unlocked and rooted and both times they fixed my phone and returned them to me, one with a new motherboard SGS3 and the other a Samsung Nexus S which they returned fixed and with the bootloader unlocked. I suppose it all depends on your local warranty centre. It didn't happen over night but I understood that they didn't just have my phone to repair.
Hello my friends!
I haven't been posting on XDA for quite a long time but I thought I had to share this with you. About a year ago, I bought a OnePlus One and I was happy with the device itself and CM 11 and 12 as well. However, this summer in July, the microphones of my OPO stopped working during calls.
I started to do some research and found a few threads on the OnePlus forum and on XDA from users complaining about the same problem. The microphone suddenly stopped to work during calls and the person on the other phone could not hear anything. The only workaround is to switch to speaker mode. Some other users also posted workarounds and potential fixes for the well-known issue. I tried all of them but none of them worked. Here are links to some of the threads I am referring to:
OnePlus Forum
XDA
reddit
So as you can see, this is quite a common problem and therefore probably known by OnePlus. Since none of the mentioned fixes helped
and flashing different ROMS did not improve anything I started to get in touch with the OnePlus customer support. Before owning the OPO I had several HTC and Nexus devices and I already had to deal with the HTC support twice because of two hardware failures. The HTC support was surprisingly friendly and simple to deal with, so I figured, contacting the OP support would not be a big deal. I would be proven wrong in the next weeks...
I first contacted the OP support on the 16th of July. I provided them with a detailed error description, a few pics of my device with a timestamp to provide proof of ownership and the request to repair or replace my phone since it was still covered under the 1 year warranty. Shortly after, I received a reply from the support staff in which they asked me to provide a few more details (OS and Android version, CM or Oxygen, etc) which I did instantly.
Then I was forwarded to a "OnePlus tech specialist" who gave me instruction to flash a version of Oxygen OS and to run a microphone test, which of course I did as well. Like I expected, the issue did not disappear magically and I got a reply that a "OnePlus level 2 tech specialist" would have to connect himself to my PC via a secure software and try to fix my phone. They called this remote session. I had to book an appointment for this remote session.
By this time I was already getting quite angry at Oneplus, since it seemed like they were ignoring my actual issue and my request for a warranty covered replacement or repair. I told them that I did not expect that this remote session would help, since I was quite sure that it was a hardware fault. However, they insisted that I had to book this remote session, which turned out to be quite difficult. There were no free slots for the next two weeks. Luckily a slot was suddenly available in the next week when I checked the booking reservations for the tenth time and I managed to book it. Since the time slot was 11AM I had to take half a day off my work to make it to the appointment. A few minutes before the session should have started; I got an email from support to download the necessary software for the session, which turned out to be Teamviewer! I thought this was a bad joke. Teamviewer was their idea of a secure remote session software. I downloaded it anyways (what other choice did I have?) and waited for the level 2 tech. And I waited. After half an hour I wrote to the support that no one showed up yet although my time slot was already almost over. After almost 30 more minutes the tech finally connected herself to my PC. I told her, that she was not allowed to do anything on my PC without my permission since there was confidential data of my clients stored on the PC, to which she agreed to. The session however was a pure joke. After installing some Qualcomm drivers and rebooting my PC and plugging in and out my device about 100 times, she said that my device was indeed broken and that I would now be forwarded to the RMA department.
Almost three weeks, many pointless arguments with the support and this joke of a remote session, after I started contacting the support, I was finally granted an RMA repair/replacement. I thought that it would now finally be over and I would get back a new or repaired device. WRONG. But more to that later.
I got instructions to prepare the package to ship it to the 1+ repair center in the UK. I was told I would have to fill out an online form for DHL since they would come to my house and pick up my device. I filled out the form and was expecting a phone call to fix a time where they would come by as promised by 1+ and DHL. Well, I was at work on a Monday morning and suddenly without a phone call or any notification, a DHL delivery guy showed up at my house. Luckily someone was at home who gave him the package. However, the DHL guy asked for an address, which the person at home did not know, so they called me. Now I had to explain to the guy that I had no idea what the address was because I never got one from 1+. They said that DHL would have the address. So after around half an hour, I was notified that the DHL guy took the parcel with him after with him after he got a call from DHL who said that they knew the address.
The next day, the same DHL guy showed up at my house again (again w/o calling) because he got another order to pick up my phone which he did already yesterday...
After around a week of silence, I was notified from support that they received my package and ran it through a first stage inspection where they detected a water damage. They told me, they would send it to a secondary inspection to verify if it is really a water damage. I could not believe that my phone really had a water damage because I am very careful with my devices and I knew that I never exposed my 1+1 to water or some sort of steam or extreme moisture in general. A few days later they sent me the second inspection report which of course confirmed the water damage and thus my warranty covered RMA was denied. I told them that this could not be possible because I couldn't imagine how my device would have gotten anywhere near water. The next weeks I was arguing with several support members (they changed their names randomly and I had no idea who would reply anymore). I was basically given 2 options: pay 213€ for a repair or pay 45€ of shipping costs to get back the defect device.
After around 3 weeks (they often ignored me for days) I was so frustrated with the company and the way they treated me that I just wanted to get back my device and hence I paid the horrifying 45€ shipping costs (UK-Austria normally costs 12-20€ for a package of this size).
During those three weeks I was doing some research about 1+ RMA denials and look what I have found:
here: reddit
and here: reddit #2
and here: reddit #3
and here(!): reddit#4
So apparently, many users got their RMA denied because of water damage although they never exposed their device to water. There seem to be two water damage indicators (little white stickers that turn red when they are in contact with water) inside the 1+1, one in the headphone jack and one at the bottom of the phone underneath the buttons. Some people were smart enough to take photos of their white indicators before shipping the device off to RMA repair and received an inspection report with a photo showing red indicators, when they got their RMA denied. So these indicators *somehow* seem to have turned red.
After finding this, I was relatively shocked. I mean, I was mad at 1+ for their incompetent customer service but I couldn't believe that so many people had the same struggle and some even have proof that they were falsely accused of being responsible for the water damage. Unfortunately, I was not clever enough to take my phone apart and take pictures of the water indicators but I cannot imagine that they were red when I shipped the device off. Unfortunately I cannot proof anything.
After talking with two lawyers, we came to the conclusion that pursuing further legal options would be very difficult, considering that the law in Hong Kong where 1+ is located is probably completely different. Furthermore it would cost too much and my chances of winning wouldn't be high since I did not have any evidence except many reports of other people with the same problems from the internet.
Now after more than 2 months of arguing with the support I decided to pay the 45€ shipping costs and I'm probably going to sell the defect device but you can be sure, that I'll never buy anything from this company again. I can't proof anything but their warranty denials seem.... shady.
Now, I really hope that you never have to deal with the 1+ customer support because it is simply horribly. They have no idea what they are talking about, they just send copy and pasted replies and often they don't read your replies at all, they ignore you for days, their procedures are extremely complicated and they deny warranties in many(!) cases without a proper reason. Sometimes even, although there is proof that says otherwise.
If you consider buying a 1+1 or 1+2, be warned because the same thing can happen to you. It happened to many people and it will probably happen again.
If you are going to ship off your device to RMA, be sure to take as many detailed, high-res photos as possible of the outside AND of the inside of the device. Be sure to check the water damage indicators and take a good picture of them. Also write today’s date and your name on a piece of paper and photograph it with your phone so that you can proof that the pictures are yours.
TL;DR
Microphone doesn’t work during calls; contacted 1+ customer support; complicated and pointless tries by 1+ to fix phone w/o RMA; after weeks: RMA granted; shipping difficulties; RMA denied because of water damage; many other users also got RMA denied because of water damage despite of proof that there was no water damage; 1+ RMA denials seem shady (see links);
Yeah they tried to rip me off to. Sent me an invite for OnePlus 2.. I saw the timer only had 3 hours left so I ordered. I started reading about the 1+2 and heard about how many problems they were having. I immediately sent them 4 emails over a day and a half (no later than one hour after order was taken) to cancel. I did everything by their book to cancel the order. I do a PayPal claim and 4 days later they said since the funds were frozen my money was coming back and the order would not be shipped. 10 days go by and it's the last day, so I'm supposed to get my money back from PayPal. The idiots sent PayPal a tracking number to PayPal to stop the claim and showed it as delivered to an old address that I didn't even provide on the order. It was the apartment I stayed in for my first OPO... Someone signed my name a day later and forged it. I am a notary, so I give my notary number to PayPal, they see the forged signature and give me my money back. A week later a guy drops off the OnePlus 2 package at my real address. OP tried to get me to send it back to them and I just did screw you and sold of and made $410. They had so many chances and they withheld my money for two weeks, because they didn't want my order to be canceled. In the end they lost, I don't feel sorry for them one bit, and since PayPal settled it, there's nothing they can do. Should have just canceled instead of ignoring me. They reek of desperation.
Sent from my A0001 using XDA Free mobile app
Wow. This really suprises me. I was actually considering of swapping my S5 or just buy a second phone wich would be OPO, but this cleared my mind a bit. Thanks.
welcome in the club !!!
I will never buy anymore a branded OPO smartphone.
I didn't want to RMA the device (the tales spooked me out of it), so I got the microphone flex on ebay for € 24 . when I proceded to install it, I saw the sticker close to the USB port that had colored red, so at least I knew I saved myself some unecessary stress by doing it myself. those stickers go red easily, I never got my phone out of it's case and didn't even use it once under the rain. But on the other hand, oneplus has no other way to tell who is messing around and who is being honest with RMA requests, all manufacturer do it (except Apple who are known to turn a blind eye on your first RMA if you use their own warranty extention plan)
Its really annoying when u does nothing to u r phone and it get damaged and u have to pay half money of that price of phone
$366 for purchasing and 166$ for repairment for broken screen which i doesn't broke with any fall or damage
It just got automatically when it was in pocket whole day at work
What a quality of hardware it is its crap
Never buy this if u then u will NEVER SETTLE
http://forum.xda-developers.com/oneplus-one/general/1-10-settle-t3197005
I love my Pixel (and Nexus before it) phones, but based on my most recent experience with the Google "customer support" I think this will sadly be my last.
Like so many others my USB-C port has failed. At this point I can get no data across it and 90% of the time I try charging the phone it either starts cycling charging/not charging or just crashes. Oddly it is able to charge (slowly) when it's off. Needless to say it's been a battle keeping it charged and the inability to use Android Auto sucks.
I opened a case with Google support (July 15th) where I got bounced around 4 times and had to keep explaining the problem to each person. Finally the case was "escalated" to an engineer to determine if the phone should be replaced under warranty. Unfortunately it's not possible to talk to anyone in that department by voice or chat, my only contact has been with "Shane" from google support via Email. I haven't heard back from him in 8 days now and "he" just ignores all my emails.
Amusingly I did receive a support survey yesterday asking how my service experience was... I wasn't exactly nice on it.
BTW, I did buy into the "Preferred Care" scam when I bought the phone (at full retail), but now I'm told that in order to use that I will have to pay the deductible to have my poorly built phone replaced...
</vent>
I should mention that yes, I cleaned the connector. I used 91% isopropyl alcohol and a dental brush to clean it extensively (tried multiple times now).
You tried multiple cables, right? Just double checking.
aoaleman said:
You tried multiple cables, right? Just double checking.
Click to expand...
Click to collapse
multiple cables and multiple chargers, including the originals.
DracoDan said:
multiple cables and multiple chargers, including the originals.
Click to expand...
Click to collapse
Wow, sorry to read that. Hope something gets resolved.
Luckily over here in my country there is a authorised physical repair shop. Had touch issues with my 2xl.
Sent the phone in on Friday 7pm, got it back fixed on Saturday 12noon. Don't even need to go thru Google web support
Sent from my Pixel 2 XL using Tapatalk
I had the same problem a year in and brought it back to the Telus store. They ended up giving me a new one instead of replacing the port. Apparently it was still covered under the manufacturer's warranty.
I could charge fine but couldn't transfer files or connect to the computer. Strangely I could still use a type c thumb drive and flash ROMs no problem.
I recently RMA'd my phone under the standard 2-year warranty. After the July update, my phone would not charge of the official charger and when plugged in to it, it would turn off the phone. Tried various plugs/cable combos and finally got an old LG plug and cable to charge it. Had to be off and took 8 hours to fully charge.
Used the support option on the phone for a callback. Tried the usual, safe mode, factory reset. Twenty minutes later I received an email with label and details on how to return the phone. The process was easy and they were great about it.
It may be worth talking about how all this started after the July update, there might be something in that to get them to swap it.
lywyn said:
I recently RMA'd my phone under the standard 2-year warranty. After the July update, my phone would not charge of the official charger and when plugged in to it, it would turn off the phone. Tried various plugs/cable combos and finally got an old LG plug and cable to charge it. Had to be off and took 8 hours to fully charge.
Used the support option on the phone for a callback. Tried the usual, safe mode, factory reset. Twenty minutes later I received an email with label and details on how to return the phone. The process was easy and they were great about it.
It may be worth talking about how all this started after the July update, there might be something in that to get them to swap it.
Click to expand...
Click to collapse
I think it's too late for that, I already told them it started after getting my phone a tiny bit wet... Even though it's supposed to be IP67 rated and I made sure it was dry and waited ~8 hours before trying to charge it!
I have had the exact same problem as you. It was just weird that my USB c to headphone jack didn't work, so I just chalked it up to it being something wrong with the connector. but I plugged it into my Samsung Galaxy note 9 and it worked fine. I then had an issue with the charging, I had it plugged in the whole time and look at it a little bit later and it's completely black. I have to hold the power button down for 20 seconds or so and eventually it would power back up but the battery would be dead. So I assumed it was a bad cable so I replaced the cable and even started using the one that came with it. Well after upgrading to Android q I noticed that I could see a little bit of burn in. So I read some of the forums about people who are getting replacements for that issue. I went to my pixel 2 XL, went to the settings, and opened up the chat from there. I spoke to someone, and told them that I had a Verizon pixel 2 XL that had burn in and I have never dropped it or had it in water. She had me send a picture of the front and back of it which I did. She asked me where I purchased it. I'm almost positive I purchased it at the Verizon store, but I was not sure so I told her I think it was Best buy but I wasn't sure. She said she needed the IMEI, and once I gave it to her she said the warranty was up in November of 2019. And that she would do a exchange with me. So I got the RMA information and I'm going to send it off. She said 5 to 10 business days is the usual turn around. But I'm in Texas and where I'm sending it to is in Texas as well so hopefully it shouldn't be that long. Hopefully I will get a Google refurbished and not even Verizon one. I just thought I would let you know that you're not the only one having that problem. I just happened to try my luck with that chat portion on the pixel 2 XL and it worked. I'll post back and let everyone know if I got the Google refurb or Verizon
I called Assurant directly on a Friday afternoon. I had a new to me phone on Monday and it was Google's version, not vzw. If it's refurbished, I'm surprised at the packaging it was shipped in.
I had s completely different experience. I was having a problem with one of my speakers not working. I chatted with support and they escalated it. Twenty minutes later I had an email with the RMA information. They put a hold on my credit card for the price of a new phone and overnighted my replacement. When they received my defective one the hold was dropped. I couldn't have asked for a better experience.
Quick question: what happens if Google has to replace the phone but doesn't have a new one (or even refurbished)? Are they going to throw a 3aXL at you and call it an equivalent replacement? I'm just curious if anybody has encountered a similar issue...
JoroBo said:
Quick question: what happens if Google has to replace the phone but doesn't have a new one (or even refurbished)? Are they going to throw a 3aXL at you and call it an equivalent replacement? I'm just curious if anybody has encountered a similar issue...
Click to expand...
Click to collapse
You'll get the safe model back. The parts for any device are produced past the end of life of devices so they can be repaired/refurbished. Warranties cover same for same, insurances cover replacement of same/similar device.
I just got my 2 XL replaced for the same reason. My USB port stopped working properly. Issues with charging, data connections, etc. That was actually quite easy to do through the Google Store. After a few minutes of chatting i had a new one on the way and a hold placed on my card until they receive my replacement. What I'm unhappy about is Google sent me a replacement device that 3 months older based on its manufacture date. Basically a first run item. Also my display is not as good as my original which was flawless. The new one is much cooler in color temp.