Database Users

Finally have my phone back

Hey all,
I broke my phone over 4 weeks ago now, it was sent off for repair on the 31st of August to the HTC repair center in the UK.
The screen was fine, however the LED underneath was broke and I couldnt see the screen (2 white lines on it). This cost me £120 to repair - where I was told in the vodafone shop by a woman (who didnt even know what the phone was) that it would probably cost £40 - I didnt get my hopes up on that though xD
Now exactly 4 weeks later it has arrived in perfect condition, it had a scratch on the back which seems to have been polished out as it is now barley visible which is nice of them.
So yeah, just a little bit of information for people sending their phones off
Now its time to install a rom

oh my god, it took a month for them to fix it?thats pretty shabby service, mine went last week, if it aint back by friday and i will be pissed and on the phone!

good to hear your phones in good shape but 4 WEEKS!!!, thats pretty piss poor service if you ask me. im in the same boat as OrionCarl, sent mine last monday and they recieved it tuesday, how long does it take to flash a phone...?. i've already been on the phone yesterday and was told to call again tomorrow if my ticket/tracking hasnt changed. really want my phone back.........

I got mine back last week after 2 months of repair. It got crushed in a car door and was actually bent, with cracked LCD and glass. The chap in the TMobile store actually laughed at me and said it was a hopeless case, but Fone Doctors on London Bridge Station came through. New LCD, Digitizer (and possibly mainboard) for £140.

The insurance companies must hate this.
£20-30 excess and brand new phone the next day.
HTC repair in the UK (not far from where I live) are unbelievably shabby, failed to notify me that they would charge me for a repair which should have been covered under warranty so that if I had just waited they'd have destroyed my phone, not return it but destroy it!

well i called back today, as told on monday and was told to call again on friday if the repair status doesnt change by then. the guy said there was a huge backlog of broken phones to fix. really crap service !!!

mine still says repair, service does seem shabby sadly, will ring tomorrow and have a moan, if I left my custmomers waiting for parts for a month, i wouldnt have a job!!!!

As stated in trading standards repair centers have 28 days to repair or replace a phone if it runs over this time scale then you have the right to demand a replacement handset 28days is deamed as reasonable time scale for a repair. If you got it from a network shop eg o2 there repair center will do it as quick as they can but if its not bk by 28 days you will be sent a refurbed handset which is sometimes better than a repair.
Sent from my Desire HD using XDA App

Samsung can be a pain to deal with...

I just wanted to get this out there because I'm curious how common this is. Having previously owned a Nexus One, HTC support was excellent and replaced the phone twice under warranty, no questions asked. Unfortunately, I've had a hard time dealing with Samsung.
I bought my Nexus S on the day of release in December 2010, and had no major problems with it until May of this year. It's the best phone I've ever owned. In May, the screen started becoming unresponsive so I called Samsung and they said I could ship the phone in for repair and they would pay UPS ground shipping each way. I live near San Francisco, so this would be 5 days each way to Plano, TX where the repair facility is located. No problem, I figured, as long as I get my screen fixed. For the meantime I purchased a new Nexus One on Amazon since I would be without a phone for at least a couple weeks. So I sent in the Nexus S, it took them a week to repair the phone after receiving it, so I was without my Nexus S for three weeks.
So I get the phone back and... bam... screen still doesn't work right. it's nearly completely unusable. Turns out they updated the software, tested it as working, then sent it back. I called Samsung again and after escalating to level three and being on the phone for an hour, they agree to do two day shipping each way and replace the screen components. This is fine with me, as long as the phone gets fixed. I sent the phone in again, and while they two day shipping helped, it was still two weeks that I didn't have my phone.
I get the phone back, and of course, the screen STILL didn't work right. It was so bad I couldn't even type out a text. So I call Samsung again, escalate to level three, and pressure to get the phone switched out. The support rep agrees, and says he has to put in an appeal to get the phone switched out. He said he'd call me back within the next few hours with the result of the appeal, which he did, and my request was approved. So I send the phone in again, two day shipping, and it takes about 5 days to be processed and for a refurbished phone to be sent back to me. Unfortunately, then sent it back ground, so it was 5 business days before I got the refurbished phone.
Once I got the refurbished phone, it did have a few nicks and dings, but it worked perfectly, just as my previous Nexus S had prior to May. The funny thing was the refurb was sent to me already running Cyanogen, which leads me to believe they don't QC their refurb phones very thoroughly, but it was okay since everything seemed to be working as it should. But then a couple days later I tried to use the headphone jack and it didn't work at all. It was completely dead. Go. F'in. Figure.
So I called Samsung again, the level one rep agreed to send the phone in for repair, but he couldn't do anything faster than ground shipping and I didn't feel like wasting more time on the phone. The repair facility received the phone yesterday, so we'll see how it goes. I assume a headphone jack will be easier to repair than the screen was.
I guess what irks me the most was I paid $570 (after taxes) to buy the phone outright, and here I really haven't had it since June when I first started to send it in for repair. I've had to waste my time and their time for a problem that should have been fixed on the first occurrence. Thank god I bought a new Nexus One for the meantime. I would also like to mention Best Buy was no help during any of this either. When the problem first started, they kept saying all they could do was work with Samsung to send it in to the repair center, except I would have to pay half of the shipping. That's just crazy to me, but not surprising.
One last thing I can say is everyone I have talked to at Samsung has been friendly. Level 1 and 2 are obviously offshore, while three are within the United States, but it didn't matter, all were equally friendly and seemed to do their best to help me. They just don't seem to have the power to do much other than send a shipping label for repair.
Sorry about the long rant, but I am obviously a bit frustrated by the whole situation. Fingers crossed when I get the phone back in 10 or so days (my estimate) it will be fixed and functioning properly.

I live in Brazil and here the Samsung support are even worse. But what can i do if they have the best phones?
I hope you get your phone back and fixed without any other delay.
Thx for sharing.
Sent from my GT-I9100 using Tapatalk

yes samsung support is horrible i dealt with them very often, and they will not replace / fix the phone for you if it was already fixed once

I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.

p-slim said:
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
Click to expand...
Click to collapse
I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.

desertflyer said:
I live in America too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
Click to expand...
Click to collapse
That means you must have tmobile. If it's a sprint phone you can take it to the sprint service center
Sent from my Nexus S 4G using Tapatalk

T-Mobile actually has excellent customer support, but they do not sell the Nexus S. Regardless, I just use T-Mobile's network. Simple Mobile is my service provider.

I live in India, My phone had a motherboard issue and they had to replace it. They told it would take 7 days. But i was without my phone for three weeks. If i had paid money for the new motherboard instead of claiming warranty i would have got it in 3 days.
Samsung service sucks.

desertflyer said:
I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
Click to expand...
Click to collapse
Sprint will repair a phone for free if you have insurance or for 35 dollars if you don't. Doesn't matter if its on or off contract. Screw dealing with the manufacturer.
Sent from my PC36100 using XDA Premium App

In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?

thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
Click to expand...
Click to collapse
It depends on the state, but most don't have rules on warranties. Samsung offers 1 year parts + labor, but Best Buy (who sold me the phone) only have a 30 day policy. So basically I have to live with Samsung's support.
Sent from my Nexus One using XDA App

thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
Click to expand...
Click to collapse
This. I would never go through what you're going through if I can avoid it. Seven bucks a month is so worth it.
Sprint has been kick ass in this regard too. I once brought in my EVO to a repair center to get a hot spot screen replaced and they did it no questions. Another time I went in and asked for a replacement battery door and they just gave me one with no issues. I love Sprint man.
Sent from my Nexus S 4G using Tapatalk

Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Original Problem:
TECHNICAL INQUIRY - AUDIO/SPEAKER/SOUND/VIBRATION - DEVICE SOUNDS INAUDIBLE
Problem found:
RINGERTONE INAUDIBLE/NO ADJUST
Solution:
S/W UPDATED - REPLACED COMPONENT
Click to expand...
Click to collapse
Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.

desertflyer said:
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
Click to expand...
Click to collapse
Wow. That sucks.
Sent from my PC36100 using XDA Premium App

I got my Nexus S back Monday and it's fixed! I'm running MIUI on it now. Now that everything is working, I'm remembering why I love this phone. Thanks for letting me vent.
Sent from my Google Nexus S using XDA App

My experience with HTC tech service

So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
So when my HTC one got the purple camera issue I became upset, maybe their quality had dropped? I called the customer support 15 months after purchase to get it replaced, the CS lady was nice (and Canadian ) she emailed a prepaid label and I sent it out to Texas for a device swap. Granted my screen had a crack in it but I still sent it in for repair since the camera would not be affected by it. Anyways, since I was out of warranty I did get an email about having to pay $90 to get it repaired, I was assured by the tech before that I would not be paying for the issue but the repair center clearly did not communicate with the tech guys. After calling and having them prove that I actually bought the phone I was told that the swap would not done since there weren't any M7 phones left in inventory
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC, I complained on their twitter about being a loyal customer and would not buy their future products then 2 days later I get an email with a shipping label that my phone was being shipped. Finally, 25 days later ( I was told its a 7 days thing) I get a new phone with a new ESN, screen was not cracked with perfect working camera!:good:
If someone from HTC is reading this, you have be back as a customer but please communicate better next time about the status of my phone, thanks

ninten5 said:
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC,
Click to expand...
Click to collapse
Only 20 days and you were stuck with a flip phone from 2005? I can beat that record
My first smartphone was a HTC Qtek S200 released late in 2005 that I paid $695.00 (CA) for and was so rare people would stop to ask me about it if I was in a restaurant and had it on the table.. It had a three year warranty back then. The speaker died and they fixed it no problem
About three months before the warranty ran out the speaker again broke so I sent it in to get fixed but it wasn't 20 days it was almost two full months before I got it back. The worst part was when I got it back it was DOA :crying: Wouldn't even start.
I complained of course (in a very nice way as I am Canadian LOL) but as the phone was so old they couldn't replace it as they didn't even have any. To the credit of HTC a very nice lady emailed me to try and work something out. I actually still have her skype contact as we chatted over skype a few times.
Before the phone had even been released they offered me a free unopened brand new gold box (gold box versions are pre-retail and are used as full working demos before a phone is released) of the HTC Touch Cruise. The gold box versions were going for around $725 on ebay at that time as the phone hadn't even been released yet.
They screwed up taking two months to fix my phone and then sending it out DOA but I was blown away by their offer to give me a free pre-release phone not even on the market yet.
It was a good investment on their part. I have never bought a smartphone unless it is made by HTC since then.

2day i got my way with Tmobile

today is 2 months since i got my s7 edge well the mike stop working last night when making phone calls. only way for people to hear was either on speaker phone or blue tooth call tech support they verified it is bad and said they will send me another phone. i ask i hope it is a new one because i only had this phone 2 moths today and haven't paid $100.00 yet been monthly is like $24.00 then she said possible refurbish i told her for the money i still owe you give me a refurbish i will cancel my 4 line service right there on the spot and go with at&t or verizon. then after 2 minute on hold she assure me it will be a brand new phone.phone be here on the 19

Like I and others told you in the other forum, most likely then not you'll get a refurbished unit.
Sent from my SM-G935T using Tapatalk

Weird lol
Every replacement I've had for my phones through tmobile jump I've gotten new phones.

guaneet said:
Weird lol
Every replacement I've had for my phones through tmobile jump I've gotten new phones.
Click to expand...
Click to collapse
I think his is a warranty replacement and not a Assurant (jump) replacement.
Sent from my SM-G935T using Tapatalk

There's nothing wrong with refurbished phones. They are not all scratched up or gross. They are tested even more vigorously than new phones.
Samsung Galaxy S7 Edge

PDXMatt said:
There's nothing wrong with refurbished phones. They are not all scratched up or gross. They are tested even more vigorously than new phones.
Samsung Galaxy S7 Edge
Click to expand...
Click to collapse
Tested my ass, I've gotten a refurb that was not up to participate with a new or better phone

yes no assurant they are shipping the phone to my tmobile store they have to inspect mine for physical damage and my out of pocket damage is $5.00 plus what ever a new screen protector cost been i can't re use the one on mine
shook187 said:
I think his is a warranty replacement and not a Assurant (jump) replacement.
Sent from my SM-G935T using Tapatalk
Click to expand...
Click to collapse

ok been i don't get the phone until tomorrow here is the info my soon to be gone. tomorrow ill post pic of new one whether is original or refurbish you guy got me worried now about been refurbish and that the lady is pully my chain my leg.LOL on my 3 cup of coffee:fingers-crossed:

This happened to me. Pay attention before submitting a loss claim. I lost my phone on vacation. My main phone is a nexus 6p and most time carry my sim inside this phone. Took my gs7s in vacation so my girl could use it since it was unlock and we get a local sim. While in the trip the gs7s got lost one night while we were partying. When i came back i submitted the claim and was denied because according to them, what us cover is not the phone but the phone you have the SIM in. I told them the situation but they didn't want to hear them. A tmobile rep was with me in 3 way, so shw said she will speak to a mananger and see what can be done. She told me that tmobile will take care of this claim (this time). They will bill me for $175 claim fee. They shipped a brand new phone in box.
So if is coming from assurance most likely refurb. If is coming from tmobile probably new

i was clearly told my out of pocket fee is $5.00 for paper work nothing else
eduardmc said:
This happened to me. Pay attention before submitting a loss claim. I lost my phone on vacation. My main phone is a nexus 6p and most time carry my sim inside this phone. Took my gs7s in vacation so my girl could use it since it was unlock and we get a local sim. While in the trip the gs7s got lost one night while we were partying. When i came back i submitted the claim and was denied because according to them, what us cover is not the phone but the phone you have the SIM in. I told them the situation but they didn't want to hear them. A tmobile rep was with me in 3 way, so shw said she will speak to a mananger and see what can be done. She told me that tmobile will take care of this claim (this time). They will bill me for $175 claim fee. They shipped a brand new phone in box.
So if is coming from assurance most likely refurb. If is coming from tmobile probably new
Click to expand...
Click to collapse

1iwilly said:
i was clearly told my out of pocket fee is $5.00 for paper work nothing else
Click to expand...
Click to collapse
That a replacement fee $5, but u have to return ur old device. For loss or water/broken (physical damage). U have to pay $175

You guys are confusing a warranty exchange with an insurance replacement. His phone is being replaced under warranty ($5 processing fee) and will most likely be refurbished. If you damage your phone, it's covered under insurance (Assurant & $175 deductible). Insurance replacements are now also refurbished whenever possible, but you may get a brand new one if the phone hasn't been out very long.
Sent from my SM-G935T using Tapatalk

well you know how some people have luck and others don't well i have what they call the murphy"s law.
well when he took the chatter prove case off . i can't for the life of me believe it dam phone has a crack on the back case and camera lens. look at pic .well so much for that **** call samsung explain about mic issue they said
they have gotten complains after software updates the mic is either intermittent or very low volume
so i have to send the phone to samsung for them to fix.

I really tried to understand that but I'm at a complete loss

ph00ky said:
I really tried to understand that but I'm at a complete loss
Click to expand...
Click to collapse
Don't really know what he said either.. but looking at the physical damage, I don't think he's entitled to any warranty fix or replacement.
Sent from my SM-G935T using Tapatalk

here is an update samsung fix the mic and wifi problem under warranty the only thing i'm paying for is $70.00 for a new back cover that became crack unbe known to me
until the case was taken off so i'm happy with that. compare to $175.00 for a refurbish phone thru assurrant and they said i still have 10 months of warranty left from them
should have phone by next tues.

Warranty Claims So Soon!

Anybody else have a warranty claim due to defects? Let's log them! I have a defective headphone jack. I'm going to wait 'till Sammy gets caught up supplying phones to everyone before I even think about sending it in. Meanwhile where is that Bluetooth headset...

I had one that kept rebooting on its own. I tried flashing the latest firmware and still rebooted. After T-Mobile telling me it's too new to the a standard manufacturer warranty claim, they told me to swap it out at the store for a brand new device. No issues since.

truthkillszz said:
I had one that kept rebooting on its own. I tried flashing the latest firmware and still rebooted. After T-Mobile telling me it's too new to the a standard manufacturer warranty claim, they told me to swap it out at the store for a brand new device. No issues since.
Click to expand...
Click to collapse
Nice, it is good to hear they switched it for a new device. Did you stick with snapdragon or go to the exynos version?

jwat_10792 said:
Nice, it is good to hear they switched it for a new device. Did you stick with snapdragon or go to the exynos version?
Click to expand...
Click to collapse
If he swapped it at store it had to be Snapdragon, T-mo doesn't have Exynos unless it's European branch?

Snapdragon, it was T-Mobile US

I had to do a warranty claim on a T-mobile variant... it kept dropping signals. They simply replaced it with a brand new one in the retail box. The whole transaction only took a week with free two-day shipping both ways.
Sent from my SM-N950U using Tapatalk

Got mine on Wednesday 11, set everything up. Thursday around 12 phone just went black. It felt warm so thought it was processing something... Hooked up transfer adapter and plugged into S7. It started charging the s7. Co worker had s8. I asked him to power down his phone, and put in adapter. It wouldn't charge. Took back the replaced.. Also I did try holding down power button to force reset nothing.
Sent from my SM-N950U using Tapatalk

Well my issue was with the gs8 TMobile, may happen to note 8 due to having same screen. I basically had a bad digitizer... Phone just became unresponsive... I called up let tech know I ran through all troubleshooting steps... Started return process had a new phone overnight ship to me.
Again so far the note 8 has been a dream, but that was with gs8 approx 3 weeks ago..

RaymondPJR said:
Anybody else have a warranty claim due to defects? Let's log them! I have a defective headphone jack. I'm going to wait 'till Sammy gets caught up supplying phones to everyone before I even think about sending it in. Meanwhile where is that Bluetooth headset...
Click to expand...
Click to collapse
I had a Day 1 claim. My first one had a dead pixel, called it in they over nighted me a new one. Before I returned it I put in the Samsung promo for the first Note 8.
I now have the free Gear 360 camera, Wireless Charger and Memory card for my troubles! :laugh:

rosedog said:
I had a Day 1 claim. My first one had a dead pixel, called it in they over nighted me a new one. Before I returned it I put in the Samsung promo for the first Note 8.
I now have the free Gear 360 camera, Wireless Charger and Memory card for my troubles! :laugh:
Click to expand...
Click to collapse
Did Samsung overnight you a replacement, or your carrier? I'f Samsung did that would be great!
Sent from my SM-N950U using XDA-Developers Legacy app

I had light leakage on the sides of the glass. Sent it in to Samsung repair in Texas on the 12th of last month. Received it back about 2 weeks later. I mean they fixed it, but they ended up replacing like half of the phone for some reason. I'm surprised they even had the parts for repairs.

My microphone stopped working about 4 days into ownership (Snapdragon; Orchid Gray). I could only make calls and do voice-related activities by headset or BT.
Being within the 14-day remorse period, I was required to purchase a new device (so I switched to Black this time) and send my defective one back in. At first, they wanted to charge me shipping $6.99 and sent it on the slow boat. I had to call back and request that another agent fix that. They charged me $24.99 for expedited, but then credited that back to my account. So, I will be having a new device soon, but it's such a hassle. I really hope there are no issues with this next one, My Note 4 lasted me 3 years and I still have it by my bedside.

cal3thousand said:
My microphone stopped working about 4 days into ownership (Snapdragon; Orchid Gray). I could only make calls and do voice-related activities by headset or BT.
Being within the 14-day remorse period, I was required to purchase a new device (so I switched to Black this time) and send my defective one back in. At first, they wanted to charge me shipping $6.99 and sent it on the slow boat. I had to call back and request that another agent fix that. They charged me $24.99 for expedited, but then credited that back to my account. So, I will be having a new device soon, but it's such a hassle. I really hope there are no issues with this next one, My Note 4 lasted me 3 years and I still have it by my bedside.
Click to expand...
Click to collapse
Did you buy direct from Samsung or from your carrier? I bought from Sammy and since there are so many backorders I figure I won't get a replacement fast. Thus, I'll wait till the dust settles, but I like listening via the earbuds rather than bluetooth.
Sent from my SM-N950U using XDA-Developers Legacy app

RaymondPJR said:
Did you buy direct from Samsung or from your carrier? I bought from Sammy and since there are so many backorders I figure I won't get a replacement fast. Thus, I'll wait till the dust settles, but I like listening via the earbuds rather than bluetooth.
Sent from my SM-N950U using XDA-Developers Legacy app
Click to expand...
Click to collapse
I ordered from T-mobile TeleSales group in order to get the $125 promo along with the BOGO promo.
They've got plenty of devices, so it was just a matter of ordering more. Unfortunately, the store is hoarding their supply for their own sales rather than use them for serving a TeleSales customer since they do not earn money at the store-level.

cal3thousand said:
I ordered from T-mobile TeleSales group in order to get the $125 promo along with the BOGO promo.
They've got plenty of devices, so it was just a matter of ordering more. Unfortunately, the store is hoarding their supply for their own sales rather than use them for serving a TeleSales customer since they do not earn money at the store-level.
Click to expand...
Click to collapse
I see. I'll just keep waiting for Samsung to catch up with preorders, lol! Then I'll make my claim.