RMA - Who do I go to? - Nexus 7 Q&A, Help & Troubleshooting

Would I contact Google or Asus for a RMA? I am yet another customer plagued with backlight issue.
I purchased my nexus 7 new from ebay, so hopefully I'll still be able to get a RMA for it. I have the original receipt as well.

Do they not make a distinction between registered business vs some random? Rather than caring whether or not you bought it on Ebay or wherever. In other words was it an actual business you bought it from?
And it would be Asus according to Google customer Support. Because you didn't buy it directly from Google.

In the UK the first point of contact for RMA is the place of purchase.
The Distance Selling Regulations apply to eBay BIN purchases and the Sale of Goods Act applies to all new goods sold by business sellers.

I got my N7 from one of online retailer in US and unfortunately it came with headphone jack issue.
I tried to contact Google for replacement and was told Google only does replacement for those device sold by Google Play Store and I will need to contact the place where I ordered it from for warranty. Well, it sold out every where, the place I ordered from saying, they don't have anything left in stock, I will have to wait in line for replacement, and they don't even know when they gonna get it back to stock.
I was then transferred to ASUS tech support, the rep ask me do the factory reset, if still not working then it confirmed hardware issue, I can just bring back to retailer for refund. I asked the option for replacement, ASUS rep told me they can't issue the RMA, I will have to send the device back to them and they will "fix" it for me, he can't tell me how long will it take them to inspect the device and not even confirm i will get the brand new replacement if hardware issued confirm.
Sigh...I am very disappointed and unhappy, not sure what to do next but good luck everyone who need the warranty and replacement and not buying from Google.

Related

whats the procedure of returning it?

I have a lot of light leaking and the issue of creaking of the left back, so I email the ebay seller I`ve purchased transfy and he told me to contact asus first...???
Is that the procedure to get a replacement?
did you buy frim a private seller on ebay?
if so, then i beleive you woud have to cintact asus
No, he doesn't have private listings
harrys said:
I have a lot of light leaking and the issue of creaking of the left back, so I email the ebay seller I`ve purchased transfy and he told me to contact asus first...???
Is that the procedure to get a replacement?
Click to expand...
Click to collapse
If you bought it from a private seller on eBay, returning it to Asus for repairs is likely your only option. If you bought it from an eBay storefront, you may have additional options.
From which source did you get it?
Underwater Mike said:
If you bought it from a private seller on eBay, returning it to Asus for repairs is likely your only option. If you bought it from an eBay storefront, you may have additional options.
From which source did you get it?
Click to expand...
Click to collapse
http://stores.ebay.co.uk/LABSCOM?_trksid=p4340.l2563
Also, I dont know how to contact asus...
harrys said:
http://stores.ebay.co.uk/LABSCOM?_trksid=p4340.l2563
Also, I dont know how to contact asus...
Click to expand...
Click to collapse
http://lmgtfy.com/?q=contact+asus+uk
-bZj
I didn't see any sort of returns policy listed there (and Google's translation was not perfect, of course). If you received a product which you believe to be defective, I would recommend contacting eBay directly and telling them about your attempts to return the product to the vendor. See whether eBay is willing to intervene. If not, it may be that your only recourse is to send it to Asus for repairs.
Good luck.
First thing to do is to check the auction listing again. See if the seller accepts return and if you're still qualified for it.
If he does and you still are, just tell him so. If he doesn't allow it even though he clearly says he does, file a complaint through Paypal and they'll take care of it.
If he doesn't accept returns, then you'll have to go through Asus for a replacement.
I doubt you can return it to asus, since the warranty is only for the original owner. Asus should ask you for proof of purchase from a retailer, ebay isn't a retailer.
you'll have to file a claim with paypal/ebay telling them its defective
It happened to my mate with a Asus laptop,
Asus actually are alright with warranty,
If you can't provide the reciept then there will go with the manufacturing date,
Which means you should be fine as the TF haven't been out for a year,
Go to the Asus website,
Register the TF,
Then submit the repair form...
http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/
This link may be of use if:
1. The seller is a UK based business.
2. You bought the item new via buy it now rather than an auction.
In this case you'd be protected under distance selling regs.
Regards,
Dave
Gabe3 said:
I doubt you can return it to asus, since the warranty is only for the original owner. Asus should ask you for proof of purchase from a retailer, ebay isn't a retailer.
you'll have to file a claim with paypal/ebay telling them its defective
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Click to collapse
Actually, from the link provided by the OP, it looks like he purchased it from a retailer using an eBay storefront. In that case, a copy of the purchase receipt or invoice is sufficient proof of purchase.
Thanks all of you for the help...
I`ve just sent an e-mail to the ASUS Online Technical Service about the problems of my transy and wait.

[Q] Craigslist Nexus4 16gb offer questions

I have an opportunity to buy a Nexus4 16gb locally on craigslist for $400 which is the same price as my Google order that won't come in for another 5 weeks. The seller appears to be legit after getting his name and googling his name. The phone is in the original box with the Google seal stickers on untouched. I asked if I could open and put my SIM card to make a test call but, he stated no since it would devalue the phone if I decided not to buy, which I understood. I asked for his receipt but, he said all I needed for warranty issues was the imei number on the phone.
Please point out anything else I need to be looking/asking for as I will be picking it up tomorrow at 7pm cst based on feedback from all the awesome members in this forum.
Tia,
Ian B
Mr Ian B said:
I have an opportunity to buy a Nexus4 16gb locally on craigslist for $400 which is the same price as my Google order that won't come in for another 5 weeks. The seller appears to be legit after getting his name and googling his name. The phone is in the original box with the Google seal stickers on untouched. I asked if I could open and put my SIM card to make a test call but, he stated no since it would devalue the phone if I decided not to buy, which I understood. I asked for his receipt but, he said all I needed for warranty issues was the imei number on the phone.
Please point out anything else I need to be looking/asking for as I will be picking it up tomorrow at 7pm cst based on feedback from all the awesome members in this forum.
Tia,
Ian B
Click to expand...
Click to collapse
1. Great price, but I would be suspicious on his reasoning on selling it for $400, not much profit to gain (if at all).
2. Googling his name? What does this have to do with anything? Does he own a company or something? This part makes no sense to me.
3. Google seal stickers... very easy to reseal it with black tape.
4. There wouldn't be any devaluing if you were to test the device with a SIM card. This is bs IMO. The only devalue would be if it was truly sealed and then which I can believe him.
5. I'm not sure about the receipt and warranty but depending on when he bought it. Google Play gives you 12 days for a RMA with them before you take it to the manufacturer. I would take the receipt though, as he can easily just report the IMEI and then you get screwed in the end or something.
zephiK said:
1. Great price, but I would be suspicious on his reasoning on selling it for $400, not much profit to gain (if at all). Not sure on this but he had a 8gb that was also selling for $380. Sounds like buyers remorse or needs money now since they have been listed in craigslist for almost a month.
2. Googling his name? What does this have to do with anything? Does he own a company or something? This part makes no sense to me. He is a starter company advisor locally and well known locally.
3. Google seal stickers... very easy to reseal it with black tape. I will have to inspect case and stickers when I go to buy it. If looks suspicious, will pass.
4. There wouldn't be any devaluing if you were to test the device with a SIM card. This is bs IMO. The only devalue would be if it was truly sealed and then which I can believe him. That is what he told me, the phone box is sealed and unopened. Will inspect before buying.
5. I'm not sure about the receipt and warranty but depending on when he bought it. Google Play gives you 12 days for a RMA with them before you take it to the manufacturer. I would take the receipt though, as he can easily just report the IMEI and then you get screwed in the end or something.
Click to expand...
Click to collapse
. Will ask for receipt for your reason mentioned.
See my answers above. Thanks for your input.
You can make a deal like, Open it and I will test a call and if works I take it otherwise wont. So opening it and not taking it is not an option
Yeah if he won't let you test it **** it. You can't find the phone anywhere opening the box will hardly devalue it at all, if even. Also you should try and get the receipt because AFAIK you need more than just an IMEI for the warranty.
Sent from my Nexus 4 using Tapatalk 2
I would not even consider buying it if you cannot test the phone. The phone might not even be in there for all you know.
THANKS to everyone who responded to my inquiry. Got back a little while ago with the new Nexus4. It is Beauty and the Beast. Already put the case on it and now downloading my apps. The seller was on the up and up, was able to test by making a call, go over the entire phone specially the front and back glass.
Now I get to sit and play with the new toy this weekend. Got to cancel my Dec 8th order and help someone else get theirs quicker.
Ian B
Mr Ian B said:
THANKS to everyone who responded to my inquiry. Got back a little while ago with the new Nexus4. It is Beauty and the Beast. Already put the case on it and now downloading my apps. The seller was on the up and up, was able to test by making a call, go over the entire phone specially the front and back glass.
Now I get to sit and play with the new toy this weekend. Got to cancel my Dec 8th order and help someone else get theirs quicker.
Ian B
Click to expand...
Click to collapse
Congrats. Glad it all worked out and nothing suspicious happened. Happy to hear that the seller changed his mind and let you test it.
I would research the S/N from the box with Google to see if it is stolen. Also if you buy it be sure to get a receipt from the seller to show you bought it and how much you paid.
I bought one from kijjiji $550.00 BNIB 16 Gb Didn't even put a sim in. Broke the seal looked at it that's it.. But I also got a receipt First thing called google had the warranty changed into my name they checked the imei and it was legit :good:
I suggest you get a receipt it has his name on it..
BTW he ordered nov 27 got it on the 29 I bought it dec 16..
Only problem is that only the original buyer can return the device to Google for an exchange if a problem occurs. And they do keep track of who bought them so without the original receipt your only option for the warranty is through LG. What LG does is have you send the phone back to them for repairs which can take a couple weeks and in teh meantime you have no phone. This has been discussed a number of times in several threads already as a few unlucky craigslist buyers found out when they wanted to do an exchange for a defective device.
kzoodroid said:
Only problem is that only the original buyer can return the device to Google for an exchange if a problem occurs. And they do keep track of who bought them so without the original receipt your only option for the warranty is through LG. What LG does is have you send the phone back to them for repairs which can take a couple weeks and in teh meantime you have no phone. This has been discussed a number of times in several threads already as a few unlucky craigslist buyers found out when they wanted to do an exchange for a defective device.
Click to expand...
Click to collapse
No worries, I have his original receipt and google all is well with the imei and receipt for any warranty issues. Love this Beauty and the Beast phone.
Ian B

URGENT: Need Help ASAP

Hi,
I bought a brand new and sealed 16GB unlocked nexus 4 off ebay from somebody who purchased it through the play store.
After using the device for a few days now, I've noticed that the Bluetooth keeps dropping. I've emailed google who've said they'll take the phone in to check it out and perhaps send a replacement. However, they said since I wasn't the original buyer of the phone, I wouldn't be covered by the warranty as it only covers the person in the name that the phone was bought.
Has anyone had any similar issues, or do you have any advice on what I can do?
Nice the item was new I can't return it tithe seller as he isn't liable for such faults.
Please help. Thanks
AT101ET said:
Hi,
I bought a brand new and sealed 16GB unlocked nexus 4 off ebay from somebody who purchased it through the play store.
After using the device for a few days now, I've noticed that the Bluetooth keeps dropping. I've emailed google who've said they'll take the phone in to check it out and perhaps send a replacement. However, they said since I wasn't the original buyer of the phone, I wouldn't be covered by the warranty as it only covers the person in the name that the phone was bought.
Has anyone had any similar issues, or do you have any advice on what I can do?
Nice the item was new I can't return it tithe seller as he isn't liable for such faults.
Please help. Thanks
Click to expand...
Click to collapse
contact the chap you brought it from, he may be willing to help with the RMA
Bluetooth dropping............ flash a custom ROM / kernel.
software problem not hardware
I would have to agree with the post above me. I would try to fix it with software before trying to to get it repaired/replaced with Google. It's what this forum is for!
Pretty common when buying from scalpers on eBay. Even though it may be unopened, you are buying a "pre-owned" device sold by a private party and not an authorized retailer.

UK RMA Procedure NIGHTMARE

So I bought the Nexus 7 2012 32GB in November last year. Since then I've had nothing but problems so I'm finally deciding to send it back under the warranty.
I have light bleed (it's gotten worse over the months) and small screen lift on the left hand side, although to notice that you have to really look for it. On top of that the battery kept failing on me whilst on charge, which also seemed to be a big problem throughout, but I found guides online on how to fix that.
Now, I have my Nexus 7 and I want to get them to repair the light bleed mainly, because it really is bad. Is this covered under warranty? How do I go about sorting this out?
Also my device is rooted + flashed, how would I revert back to stock firmware and unroot it
P.S I didn't buy directly from Google, rather a high street retailer (Currys for those of you in the UK)
Bump?
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
I guess here's a good of place to ask of any since there's RMA talk.. Save a thread!
Just took advantage of the buy 2 get 1 free from gamestop. It was a pre-owned "scratch and scuff" sale. The roughest looking one seems to have a loose usb connection, IE move the cable towards the front, lose connection, move towards back, reconnected.
Any hopes of RMA'ing this? What are my options?
JonesL said:
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
Click to expand...
Click to collapse
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
itsmyname said:
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
Click to expand...
Click to collapse
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
JonesL said:
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
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Click to collapse
Sorry I didn't notice you quoted me
Regardless I rang them up, the nice lady told me she'd email me within a few hours and to reply back with a description of the problem and photo's. Did that on a Thursday (Mind you this is 28 days before my warranty runs out ) and I hadn't realised I got an email on Friday. So I rang em up again thinking I hadn't gotten a reply, the nice chap told me yep an email was sent and read out the email to me; Apparently the technician sent the reply saying can you take pictures of device with the device ON. I told the guy that the device was on, but it was just a black screen playing; that's the only way the screen bleed can be replicated on camera.
Nevertheless him and his colleague looked at it while they put me on hold for a couple of minutes and determined that it does seem to be an issue so to send it off to them. I had to request an RMA number from their RMA website but seeing as it was Friday evening that I spoke to them, I probably wouldn't get an RMA reply back til Monday, as it comes from the Netherlands. He informed me to describe the issue on the RMA form and to package the device up (not in it's original packaging) and to wait for acourier to come and pick it up on the Tuesday, that's once the Netherlands people get back to me on Monday.
So, so far so good with Asus, here's me hoping they've learnt their lesson with the freaking horror stories i've read about them all over. However it's not over yet;
I AM worried that they will try and fob me off, by sending me an unrepaired or a worse off device (which I've read has happened to lots of people) and then I won't be able to do anything about it once my warranty runs out! Where would I stand if that did happen to me (hopefully not)
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
abdulhamid1978 said:
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
Click to expand...
Click to collapse
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
itsmyname said:
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
Click to expand...
Click to collapse
As far as I am aware if they return the tablet and the original fault is not fixed your warranty will still cover you after 27th November.
So I spoke to Triage first thing today- the lady tells me that they have received the email with the receipt and defect pics- the senior engineer will have a look at it and to call back Wednesday. Thank goodness Triage aren't as incompetent as Asus (so far)
Last week, after being told 2 days in a row that I'll get a call back from Traige, which didn't happen, I decided to call them up on Friday before they closed. The lady was only able to repeat the same words to me "No fault has been found, the engineers have put it through extensive testing". After being frustrated with her, I spoke to Asus and the man told me OK we'll get back to you within 3 working days; Which obviously excludes weekends. So in reality I'd have to wait 5 days, all the while my warranty runs out. They assure me the RMA starts from the moment they issue the RMA, regardless of how long they keep it for. That's not what I'm worried about, What I am worried about is that they may send me my device back unrepaired which is a common thing I've seen on the web Asus do and by then it'll be too late to RMA it again (due to my warranty running out on the 27th of November).
Anyhow I received an email on Monday from Asus saying they will get hold of the repair centre on behalf of me ASUS SHOULD BE DOING THAT IN THE FIRST PLACE!!
I've had enough, I will call tomorrow and I hope to God it's god news. I don't even want the device back, just please refund me my money
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
Hello guys!
I have a N7 2013 LTE and I have no signal after a month. I would like to RMA it, but I cant find any info on Google Play how to do this if I bought it from UK Gplay. This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
Nexus5 X Tapatalk Pro
thefiqs said:
This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
Click to expand...
Click to collapse
Yep. This site what we need! There is the application form link. Just fill the form and they will send you the instructions by email. Cheers
Nexus5 X Tapatalk Pro

Just tried getting phone fixed under warranty .. WARNING

At the time I purchased my phone, most of the carrier stores were sold out of the HTC one. However I found someone local who was selling a brand new unit that they had won in a raffle.. so I purchased it from them.. The unit was brand new in a sealed box.
Fast forward to today, I have been had the purple camera issue for a long time now, and decided I would finally send the unit in for warranty repair.. I logged onto the HTC support chat a started speaking a rep.. I explained the issue I was having with the camera. After confirming that I was still having the issue after upgrading to version 4.3 he said he could proceed with a repair order for the phone.. Great I thought, this will be easy. He asked for my shipping address, he then stated that for canadian customers, they ask that we first go to our carrier stores to try and process a warrenty exchange. If the vendor could not do that then HTC could move forward with the repair order.
I explained to him that I had not purchased the phone from a vendor, but it was purchased brand new and sealed in a private sale.
At that point he stated that it would not be covered under warranty because it wasn't purchased by a validated vendor..
What the hell??
I argued the fact that the phone was brand new and the repair was for a well known flaw, but he refused to budge.. stating that purchasing from a third party vendor, the warranty would not switch over because the vendor was not an actual HTC vendor.
Frustrated I ased him if my phone has now been flagged to be out of warranty.. His response was "I would not be able to process this as a repair in warranty as you have provided that it has been purchased through third party vendor."
SO the moral of the story is to LIE…. If I had just lied and said the carrier would not exchange the phone I would have been fine..
Anyone have any suggestions on how to escalate this?
chrisyng said:
At the time I purchased my phone, most of the carrier stores were sold out of the HTC one. However I found someone local who was selling a brand new unit that they had won in a raffle.. so I purchased it from them.. The unit was brand new in a sealed box.
Fast forward to today, I have been had the purple camera issue for a long time now, and decided I would finally send the unit in for warranty repair.. I logged onto the HTC support chat a started speaking a rep.. I explained the issue I was having with the camera. After confirming that I was still having the issue after upgrading to version 4.3 he said he could proceed with a repair order for the phone.. Great I thought, this will be easy. He asked for my shipping address, he then stated that for canadian customers, they ask that we first go to our carrier stores to try and process a warrenty exchange. If the vendor could not do that then HTC could move forward with the repair order.
I explained to him that I had not purchased the phone from a vendor, but it was purchased brand new and sealed in a private sale.
At that point he stated that it would not be covered under warranty because it wasn't purchased by a validated vendor..
What the hell??
I argued the fact that the phone was brand new and the repair was for a well known flaw, but he refused to budge.. stating that purchasing from a third party vendor, the warranty would not switch over because the vendor was not an actual HTC vendor.
Frustrated I ased him if my phone has now been flagged to be out of warranty.. His response was "I would not be able to process this as a repair in warranty as you have provided that it has been purchased through third party vendor."
SO the moral of the story is to LIE…. If I had just lied and said the carrier would not exchange the phone I would have been fine..
Anyone have any suggestions on how to escalate this?
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Click to collapse
Call again and hope you don't get the same rep. If they pull up that you already claimed it was purchased privately, say it was a misunderstanding and blame it on something else (line was breaking up and rep heard parts of what you were saying and misunderstood). Go crazy. Best imagination wins HTC repairing their phone.
why don't you say : mr. this is an htc product. is not important my vendor, is htc and i have warranty.
Thread closed,
These type of threads can be come OT threads very quickly. Also please check for exsiting threads before creating new one. An example of were this could have been posted is:
What you personally like/dislike about your HTC one
Or
HTC One camera purple tint possible fix
Ghost

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