Database Users

Feedback for the HTC Europe support

Hello everyone,
I had the famous "Screen freezing/not responding and start menu clicking" problem.
I called by phone to the support in the UK and was told that I need to ship it for repair.
I was a bit afraid to do so in the beginning but after getting my mobile back home (After less then a week!!!), I must let you all know that their support is GREAT!
Not only that they replace the MB but also replaced the bezel that was a bit peeled.
The email response and the phone response was perfect - There is a guy named Abdul Ibrahim that was VERY helpful.
Bottom line, the phone was back and fixed perfectly in less then a week.
Cheers and well done!
Eldi

Would that be a completely new phone, refurbished?
Have you IMEI changed?

Where do you live? UK?

And most importantly:
did you need to produce any proof of purchase? I've got none thanks to crappy Ebay seller...

I had a very good experience with them. I had opened my phone (so warranty normally void) upgraded ROM but they still fixed it and shipped back with 2 day shipping from UK to US.
I personally give them an A+

They changed the Main board and the Bezel.
The phone is the same only with a new IMEI.
Eldi

dubart said:
Where do you live? UK?
Click to expand...
Click to collapse
I live in Israel, that's why I was so surprised to get it quick.
Make sure if you do not live in Europe that you declare to customs BEFORE sending it!
Eldi

sabestian said:
did you need to produce any proof of purchase? I've got none thanks to crappy Ebay seller...
Click to expand...
Click to collapse
No need for a proof of purchase as the warrenty covers 1 year.
The P3600 is not out for more then a year so you are automatically covered!
Eldi

srk said:
I had a very good experience with them. I had opened my phone (so warranty normally void) upgraded ROM but they still fixed it and shipped back with 2 day shipping from UK to US.
I personally give them an A+
Click to expand...
Click to collapse
Totaly agree with you.
A+

Eldi said:
They changed the Main board and the Bezel.
The phone is the same only with a new IMEI.
Eldi
Click to expand...
Click to collapse
If the IMEI is different , its not the same phone!
They send you a refurbished phone , or a new one.

RacerII said:
If the IMEI is different , its not the same phone!
They send you a refurbished phone , or a new one.
Click to expand...
Click to collapse
How could they change the motherboard and keep the same IMEI?
I would have thought that once he said the phone had its MB replaced you had in fact already been told that the IMEI was different.
Am I wrong?
A phone with a different MB _IS_ a refurbished phone, isn't it?

Sorry about that, you are right.

Anyone from Europe sent the N1 for repairs?

Hey guys.
I've previously posted here that my N1 has some rebooting issues. It turns out its a hardware issue and i would like to send it for repairs.
I have contacted HTC using the support phone number but it turns out the number is not allocated. After sending 2 emails to them i haven't received any reply.
The phone was bought from the US and shipped to a person in UK which than sent it to me in Romania. I have the bill and everything since the package was never opened.
Has anyone from Europe managed to send it for repairs to US and if yes, how?
Thanks.

You should be able to send the phone to HTC UK instead, bit closer.
I've sent mine there and it was easy, but then I am UK based.

sent mine to uk from sweden. got it back 10days later. swap even though bootloader was unlocked. great service only had to pay shipping 1 way

bevan1971 said:
sent mine to uk from sweden. got it back 10days later. swap even though bootloader was unlocked. great service only had to pay shipping 1 way
Click to expand...
Click to collapse
hey bevan, what was the problem on your nexus?
i just sent mine to the UK because of dust under the left corner.
when i bought it, it was perfect, no clicking sound, no dust. fast forward 2 months, I decided to unlock the bootloader since everything was good.
10 days after that.. clicking sound and lots of dust.
im bricking it waiting for HTC to come back to me now.

I've talked to HTC this morning. They don't want to help. They say i should call an US number which will result in an enormous bill. So that's it. I'm stuck with it. This is my last HTC phone. I'm changing it. I'm very pissed off. Its not the first time HTC's customer service is this bad.

the screen was not flush. sunk in a little on the right handside.

sorry to here that. strange they dont want to help. I wouldn't give up sp easy though. sure you could get this sorted. good luck

Can you not get it back to the person in the UK who shipped it to you? I'm sure they'd have no trouble sorting it.

lorin.bute said:
I've talked to HTC this morning. They don't want to help. They say i should call an US number which will result in an enormous bill. So that's it. I'm stuck with it. This is my last HTC phone. I'm changing it. I'm very pissed off. Its not the first time HTC's customer service is this bad.
Click to expand...
Click to collapse
call the UK number instead.
I had no problem getting mine accepted from Ireland.

I saw a guy on another forum, that got his nexus succesfully repaired even though he lives in Denmark, i dont remember if he got it from the UK or the US, but he called HTC Denmark, they then called HTC UK and they fixed a adress he should send it to in the UK, and they repaired it for him.
So try to contact your local HTC, that might help.

lorin.bute said:
Hey guys.
I've previously posted here that my N1 has some rebooting issues. It turns out its a hardware issue and i would like to send it for repairs.
I have contacted HTC using the support phone number but it turns out the number is not allocated. After sending 2 emails to them i haven't received any reply.
The phone was bought from the US and shipped to a person in UK which than sent it to me in Romania. I have the bill and everything since the package was never opened.
Has anyone from Europe managed to send it for repairs to US and if yes, how?
Thanks.
Click to expand...
Click to collapse
You should be able to send to UK repair or send it to the person that shipped to you and get it repaired. I live in UK & sent mine in for repair( Charging Problem), it got it back 5 days of receipt.

The USA HTC Service department and HTC Europe all pointed me to a phone number in the US. I told them i can't call because of the international call rates and they told me there's nothing they can do. I'm stuck.
They told me to ask a friend in the States to call for me. I don't have such a friend. Oh well, the phone is usable for now, but its sucks when it reboots when you need it the most.

martinsolsen said:
I saw a guy on another forum, that got his nexus succesfully repaired even though he lives in Denmark, i dont remember if he got it from the UK or the US, but he called HTC Denmark, they then called HTC UK and they fixed a adress he should send it to in the UK, and they repaired it for him.
So try to contact your local HTC, that might help.
Click to expand...
Click to collapse
I tried contacting my local HTC Office/Service and the number does not exist.
On htc's support page the number for Romania is incorrect. I got so pissed off when i noticed that. But i cooled down by now.

Looking for an XDAer in Hong Kong

that would be willing to help me out with a phone repair.
I have spoken to the Samsung repair Center at Repulse Bay, they said the would fix it but do not deal with mail orders.
I would be happy to compensate you for your time, and of course pay for any repair costs (should there be any cost) via any method we can work out.
Please let me know as I could use the help...
Or even any info on a repair shop that would work via phone/post... Any info would be appreciated, I am almost out of ideas...

Have you tried your local Samsung repair shop? (I assume you bought your phone in Hong Kong but you are using it in another country??)

I am on a small island south of Japan... no local repair shop... spoke with Samsung Japan...
and since the device is HK... they will not service it...(nor do they do mail order)

Thats stupid of samsung No international fix. Don't want to hijack thread but I brought a Siemens A6688 10 years ago in HK and it broke somehow and when I called Siemens up they not only fixed my phone but exchanged it for a new SL45 (Euro model of the A6688) Maybe it was just good service at Siemens Australia. Samsung Japan should take note and not care about all this gray market warrenty bs

Yea its stupid seeing they are an international corporation. I bought my iTouch from UK and they gave me free repair in HK 3 years ago!

Damn ... that worries me ... as I'm working in Taiwan on contract for 6 months and have a Canadian Galaxy S. I just hope it doesn't break! For such an international company you would think they could handle a phone outside of it's respective country. Even if it meant waiting longer for different parts (which I would totally be cool with as long as they honored their warranty worldwide).

Ouch. I had this exact same problem two months ago.
HK Samsung are completely useless and absolutely refuse to service via courier or mail.
I had some luck with Samsung Australia, they didn't seem to care that it was a HK phone and they serviced it for $50 AUD (Just a reflash, no 3br pre-JIG hack days).
If it is just a software problem, maybe give the homemade JIG a try?

....LOL.... I didn't even think to call a third country Samsung Service Center...
but it is a real, real brick... not even a flash of the screen... no adb response... not even the charging battery screen....

I say give samsung Au a call just in case and say samsung hk are being pricks or you could actually tell them truth that HK don't do mail ins and don't speak english (ok this is a fib)

Ah, Not sure if Samsung Australia will do anything via mail or not. I sent it to my family in Australia and they did the leg work.
E-mailing Samsung Australia was kind of pointless. Long reply times and generally unhelpful.
Contacting the service centre directly was fine though.

ickyboo said:
HK don't do mail ins and don't speak english (ok this is a fib)
Click to expand...
Click to collapse
Ugh. It's not. They practically don't.
It was like communicating with a brick wall.

sargorn said:
Ugh. It's not. They practically don't.
It was like communicating with a brick wall.
Click to expand...
Click to collapse
But still better than trying to speak english to a random store employee of any store..lol..
sargorn said:
Ah, Not sure if Samsung Australia will do anything via mail or not. I sent it to my family in Australia and they did the leg work.
E-mailing Samsung Australia was kind of pointless. Long reply times and generally unhelpful.
Contacting the service centre directly was fine though.
Click to expand...
Click to collapse
...well... that brings me back to my first dilemma...LOL...

Still looking for a Hong Kongiean that would be willing to help me out?

I wanted to thank chanw4 for agreeing to be my Hong Kong eyes and ears..
Sent from my SC-02B using XDA App

[Q] Hong Kong Version of 7.7

I was wondering if anyone else who owns the HK version has submitted the Warranty card ? Am hesitant to fill it out and send it in thinking if there was ever a problem I would have to send it to HK for repairs. Or once submitted can i send to Samsung U.S. for repairs?
It did come with a warranty card but has a Hong Kong address.
Any thoughts/ideas?

As far as I know that submitting warranty card isn't needed in HK and all you need, to repair your device, is the receipt. Surely you can bring your device to local Samsung CS for repairing but you will have to pay the repaire charge whether you have sent the warranty card or not.

Well being that I purchased my device from an online retailer i don't have a "real" receipt. I just wanted to know if I go ahead and register the warranty will I ONLY be able to have it repaired ( if/when necessary), in Hong Kong.
I am in the eastern part of the U.S.A. This device is not even sold here yet nor does it appear on Samsung/US's web site.

DuhDroid said:
Well being that I purchased my device from an online retailer i don't have a "real" receipt. I just wanted to know if I go ahead and register the warranty will I ONLY be able to have it repaired ( if/when necessary), in Hong Kong.
I am in the eastern part of the U.S.A. This device is not even sold here yet nor does it appear on Samsung/US's web site.
Click to expand...
Click to collapse
No. You must have the receipt for warranty.
Customer must present the original Warranty Card together with original purchase invoice to Samsung's Customer Service Officer for verification when warranty service is rendered Service fee will be charged if any one of the documents cannot be produced.
Click to expand...
Click to collapse

Unless Samsung hace suddenly introduced a worldwide warranty scheme I would think that a device obtained from Hong Kong would have to be returned to Hong Kong for repair.

scarytas said:
Unless Samsung hace suddenly introduced a worldwide warranty scheme I would think that a device obtained from Hong Kong would have to be returned to Hong Kong for repair.
Click to expand...
Click to collapse
If you don't have the purchase invoice, even if you send the device to Hong Kong, you will have to pay the repair fee (that means you lost the warranty for your 7.7).

hungelt8 said:
If you don't have the purchase invoice, even if you send the device to Hong Kong, you will have to pay the repair fee (that means you lost the warranty for your 7.7).
Click to expand...
Click to collapse
I requested an official purchase invoice from Negri Electronics in Las Vegas, NV where I purchased the 7.7 off their web site.
Once I get that via email I will print it and have it for my record.
So....I guess I should register the 7.7 at Samsung/HK web site and then be faced with returning it to HK for any warranty repairs?
I was hoping I could register it here in the States and if needed, get warranty work done here in the US.

I am wondering about the warranty registration as well. I purchased my 7.7 from Negri Electronics too. Say, have you managed to change the time so that it doesn't show the correct time for Hong Kong all the time? I've not rooted yet as I just received it this afternoon but noticed the time change setting doesn't seem to work.

It has always been my understanding that if you buy a grey market piece of electronics, meaning a device sold in another country and not imported to your country by the manufacturer, they have no obligation to honor any warranty on it. That's one of the reasons I am hesitant to buy this device right now. If it breaks for any reason, you aren't necessarily covered for repairs no matter where in the world you send it. But I could be wrong.

DuhDroid said:
I was hoping I could register it here in the States and if needed, get warranty work done here in the US.
Click to expand...
Click to collapse
In an ideal situation that would be great.
If...a big if it seems...Samsung were clever they would offer a Worldwide Warranty.
Apart from keeping consumers happy by being able to shop worldwide it would at least put Samsung on par with their major competitor...Apple.
It would also make Apple's litigation somewhat pointless.

DuhDroid said:
I requested an official purchase invoice from Negri Electronics in Las Vegas, NV where I purchased the 7.7 off their web site.
Once I get that via email I will print it and have it for my record.
So....I guess I should register the 7.7 at Samsung/HK web site and then be faced with returning it to HK for any warranty repairs?
I was hoping I could register it here in the States and if needed, get warranty work done here in the US.
Click to expand...
Click to collapse
There is no need to register your device on samsung/hk website. As long as you have the purchase invoice, they will offer you repair service for free in warranty term, according to my experience. (I live in Hong Kong)

darkforestmage said:
I am wondering about the warranty registration as well. I purchased my 7.7 from Negri Electronics too. Say, have you managed to change the time so that it doesn't show the correct time for Hong Kong all the time? I've not rooted yet as I just received it this afternoon but noticed the time change setting doesn't seem to work.
Click to expand...
Click to collapse
When I first got my 7.7 I changed the language to English and the time zone to "Eastern" and have no problems since. It's in settings , date and time I think

Paten said:
It has always been my understanding that if you buy a grey market piece of electronics, meaning a device sold in another country and not imported to your country by the manufacturer, they have no obligation to honor any warranty on it. That's one of the reasons I am hesitant to buy this device right now. If it breaks for any reason, you aren't necessarily covered for repairs no matter where in the world you send it. But I could be wrong.
Click to expand...
Click to collapse
The 7.7 will be sold here in the US , aren't we in a "Global Economy" now....I hope you are wrong. Go ahead and buy the 7.7 it's an amazing machine and I have had no problems with it either hardware or software, so far. I bought it end of Jan and got it first part of Feb. I have no plans to root it , and am anticipating ICS !

DuhDroid said:
When I first got my 7.7 I changed the language to English and the time zone to "Eastern" and have no problems since. It's in settings , date and time I think
Click to expand...
Click to collapse
Thank you for the reply. I changed the language to English but when I go into the date and time settings the choice for Eastern is displayed but it doesn't actually change when I select it!

darkforestmage said:
Thank you for the reply. I changed the language to English but when I go into the date and time settings the choice for Eastern is displayed but it doesn't actually change when I select it!
Click to expand...
Click to collapse
Had to do a reset and chose the time zone during the setup process. Time Zone stayed at that point but once again it won't change from my setup choice in settings. Called samsung US support for the tip and they helped even though they had never heard of or had any information on the 7.7.
Sent from my GT-P6810 using xda premium

Yeah when calling Samsung US for help you should tell them you have a 7.0 Plus..since it has the same ROM, i.e., Honeycomb 3.2,.......otherwise they may not even take the call. They have no information and many of the support staff have not even heard of the 7.7

richB7 said:
Had to do a reset and chose the time zone during the setup process. Time Zone stayed at that point but once again it won't change from my setup choice in settings. Called samsung US support for the tip and they helped even though they had never heard of or had any information on the 7.7.
Sent from my GT-P6810 using xda premium
Click to expand...
Click to collapse
I may need to do that! Thank you!

darkforestmage said:
I may need to do that! Thank you!
Click to expand...
Click to collapse
He gets a thanks and I don't? Gheez....if I hadn't started this thread you may not have gotten this info.....LOL

lol, thanked too haha.

Awesome.....these forums are invaluable to us.....thanks for your contribution as well.

Buyers from European Union - what kind of warranty?

Looking to get the device from an EU Play Store and deliver it to another EU country with no Nexus 10 availability. They say if the device comes with Samsung EU Warranty, it will be good here. So what kind of warranty does it come with? If possible, a photo of the warranty paper would help (PM if you prefer). Thank you!

BoneXDA said:
Looking to get the device from an EU Play Store and deliver it to another EU country with no Nexus 10 availability. They say if the device comes with Samsung EU Warranty, it will be good here. So what kind of warranty does it come with? If possible, a photo of the warranty paper would help (PM if you prefer). Thank you!
Click to expand...
Click to collapse
I have spoken yesterday with the Google support center about the EU warranty - i want to buy one from Germany and use it in Bulgaria. They said that it will not be a problem - the warranty will be active in all of Europe and it is standard Samsung warranty. It will be good if somebody add a photo of the warranty.

Thx Mihail!
Anyone with an EU device can confirm and if possible post a photo of the warranty paper so we can check it at local Samsung?

Bump

Here you go. Outside (page 1), and the 2 inside pages (p2 and 3). That's all there is for the english part. Not going to scan the whole lot in.

dcnice said:
Here you go. Outside (page 1), and the 2 inside pages (p2 and 3). That's all there is for the english part. Not going to scan the whole lot in.
Click to expand...
Click to collapse
Thx man, appreciated! This is all that's needed if you have to take it back, right? Serial no, signature columns are left empty, shouldn't they fill that in?

Not sure. I just rang up google for mine and they are sending out a replacement to me (noise on left of scren (buttons up in landscpae). If it goes wrong after that, I believe that you contact samsung. Not sure what to do, but if I need to at any time, then I am sure that Google (as the retailler) will be able to point me where to go. Sorry I can't be of more help.

No you helped just fine! Thx again!

can anyone suggest me some sites / cheap and verified? in EU