Database Users

Refused repair on phone

I sent my nexus one of for repair as backplate was not flush and it came back not fixed, i rooted phone deciding that i wasnt going to send it back again and because i thought shouldn't matter (as i was told on here) then i decided to send it off again, the guy did not ask me if had changed software on phone either time, but then i got a message saying it been refused repair and i would have to pay for return or new mainboard. I called them to say that it should have been repaired the first time while my phone was under warranty and so it is linked to that case anyway since it should of been repaired then it doesn't matter about its warranty state now its their fault for not repairing it.. they wouldn't have that, i pointed out its not even a warranty matter since it was recieved with fault so its a faulty item so should be replaced or repaired warranty or not.. still wont repair it, i point out that its rediculous they even check the rom of phones that be sent to them with hardware problems because obviously the software does not effect the phone and change the hardware and they know that they sent the item out with the fault so should just fix it they shouldn't even check if warranty is voided by software because that is put in place so they dont fix software faults caused by people themselves so its really bad that they use it to get out of fixing hardware issues.. still no hope so i have to pay for phone be sent back to me and then i will be seeking legal advice

That does suck, and it's completely obvious that the rooted-ness does not affect hardware. Unfortunately there's not much of a case since you clicked the "YES" button to void your warranty when you rooted, voiding all parts of the warranty (hardware and software).
I hate to admit it, fearing that something may happen to my phone, but I can see their side to this matter. It would have been nice for the guy to just fix it for you, though.
Now, the fact that they are making you pay for shipping it back (unfixed) is simply poor customer service.

It does suck, They are using whatever means necessary to make more money.
IMO they should only reject faults that are causable by software. (burnt out LED, bricked, Overheated/Dead due to too high OC...). Since HTC is the manufacturer and they dont state anywhere that they are not evil...theres nothing google can do.
My phone has no faults. Ordered just before the 1/5 announcement

indie12 said:
i will be seeking legal advice
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Good luck with that, you don't really have a leg to stand in, unfortunately.

I hope the legal advice is free since a $600 is hardly worth getting a lawyer over and losing a case... average lawyer will be $100 an hour....
Then again... HTC might counter sue you for wasting their time...

I'll give you "free advice as a law student" (I'm not an attorney... yet). You have no case whatsoever. Sorry.

The best thing to do is totally ruin the phone. There are electronic ways to do this. I have access to a device that generates a strong magnetic field that I used to fry a laptop and a phone before. I have heard of people putting things in a microwave too but I am not sure how well that would work.

Rusty! said:
Good luck with that, you don't really have a leg to stand in, unfortunately.
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Incorrect.
HTC would need to prove what he did caused the issue for what they are refusing repairs to.
This has been discussed before. Car manufactures did the same thing with aftermarket parts.

drdingo21 said:
Incorrect.
HTC would need to prove what he did caused the issue for what they are refusing repairs to.
This has been discussed before. Car manufactures did the same thing with aftermarket parts.
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The only problem with this, though, is that there is no case law regarding cell phones directly, as of yet. Cars are expensive enough to justify the legal fees, phones are not.
It would stand to reason that the entire warranty isn't voided by rooting, if it were to go to court (simple contract law and warranty law, breaking or voiding one part doesn't null and void all other parts)... but the unlocked bootloader method also has you agree to voiding the warranty, so that makes it more difficult and less clear cut since it wold be pretty easy to argue by doing so you agreed to and entered into a contract giving up your warranty rights.
Personally, I wouldn't waste my time on it. I would do what others have done and contact Google. There are numerous threads in here regarding how to get hardware warranty services on your rooted device, do a search and you should be good to go.

drdingo21 said:
Incorrect.
HTC would need to prove what he did caused the issue for what they are refusing repairs to.
This has been discussed before. Car manufactures did the same thing with aftermarket parts.
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You're incorrect here as well. You can't relate unlocking the bootloader to replacing OEM parts with aftermarket ones. Further, what pjc said is right on. Legally speaking, all of us are expressly informed that the warranty is void if we unlock the bootloader (twice if you count the warranty statement as well). If unlocking the bootloader is not necessary for normal use, then there's no argument that one MUST unlock the bootloader. So any court would laugh at a complaint like this.

I am sure you are all familiar with the M&M act? If not then do a search as it is too much too post here. This at any rate is the one that speaks to aftermarket car parts and touches on many parts of warranty coverage. I fought Chrysler over an issue with a truck I bought some years ago. I won. It cost several times what fixing it out of pocket would have. While the M&M act provides for the ability to recover fees you may or may not do so. I did not. I followed this through as a matter of principle but I can just about promise you if you should decide to pursue this in court you will be sorry you ever stepped down that road. I would not do so again in similar circumstances. Especially since as already stated Google has been quite good about fixing obvious hardware defects with unlocked bootloaders if you contact them and follow the process. I have yet to read one instance where someone with such a problem was denied warranty after following through with Google.

[Tip] You're still covered by warranty, even if you root/flash roms/etc.

Well, if you bought the phone in EU and that it can't be proven that what you've done software-wise has caused a hardware fault.
http://fsfe.org/freesoftware/legal/flashingdevices.en.html
I just thought of something. What if the eMMC craps out? Because Samsung confirmed it's because of a software fault that can cause a hardware fault. Paradox?

Also, of you have a warranty of 1 year (I dont know if samsung has 2 or 1 year warranty) in Europe the expectation of the life of a phone which costs more than 250€ is more than 2 years. That the manufacturer is still responsible.
There have been warranty cases where iphones died after a year but the rules say it was Apples fault. Altough apple *****ed a lot they were forced to repair those devices
Sent from my GT-I9300 using xda premium

All New goods are covered for two years EU guarantee
its the LAW under the Sale of Goods ACT. Any shop or Company telling you otherwise are breaking the LAW
if anything happens that you are not responsible for causing, they have no choice but to fix it or give you the equivalent as a replacement, even if they suspect you may be at fault they have to provide evidence or they can not say NO.
Some place will sell with a 1 year warranty but even so they are responsible for 2 years whether they like it or not so do not get fooled by their tricks and Quote the LAW to them.

Good link, thanks for the post.
I already knew this, but I get quite annoyed by even developers propagating the myth that everywhere, no matter what, once you flash "Your warranty is now void", even putting it in the instructions as a fact
Sent from my GT-I9300 using xda app-developers app

esist said:
Good link, thanks for the post.
I already knew this, but I get quite annoyed by even developers propagating the myth that everywhere, no matter what, once you flash "Your warranty is now void", even putting it in the instructions as a fact
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Agree with you here, but we still need to be careful, because not all countries have the same legal protections.
Even here in Australia, it's still quite a grey legal area and tech companies will use any trick in the book to find loopholes in the legislation and get away with voiding warranties.
Therefore, I think it's probably better to err on the side of caution and advise people that they may void their warranty depending on their jurisdiction.

i think it should be applied world wide cos it's a known fault in the 16gb models and they should fix it regardless of whether the phone was rooted or not.
i wouldn't mind an upgrade to 32gb though.

My two cents regarding this issue :
Here are more informations :
Read this : http://forum.xda-developers.com/showpost.php?p=36530300&postcount=3004
and this (usefull blog and the european directive) : http://forum.xda-developers.com/showpost.php?p=36537218&postcount=3018
I've sent samsung french customer service two mails asking for samsung official position regarding this european directive, no answer yet
(Cause either the first hotline level or certified repair centers told you that rooted= no warranty )

Some of the advice in this thread isn't strictly accurate. In the UK the sale of goods act states the goods must be fit for purpose and free from material defects. This is the case with all goods sold and is implied regardless of what the store says. Also - your contract is with the store not Samsung under SGA. If you run the phone over with a car you can't rely on the SGA. If you brick it because of a bad rom flash its going to largely be down to what reason you give that it was bricked and when it happened (inside or outside initial 9months) They will argue you have not used the phone for its intended purpose and your actions caused it to brick. Ultimately a Court would have to decide if you sued.
Also whilst it's true a warranty isn't necessarily 1 year and can be more its what the court determines as a "reasonable period" taking into account the cost and type of good sold. I think this may differ from EU directive as to how it's been implemented in UK although it's been awhile since law school heh.
Tbh would you really want to take a shop to court over you bricking your phone when they refused to fix or provide you with a new one outside initial 6months?? Esp given they'd argue you were then one who causes the failure because you used it in a way not envisaged when you bought it?
Reality of life is that you can get all jumpy about consumer rights but you have to have the balls and money and time to enforce them. Most people don't and definitely don't if there's a chance of losing and being ordered to pay other sides costs.
Sent from my GT-I9300 using xda app-developers app

"All New goods are covered for two years EU guarantee its the LAW under the Sale of Goods ACT"
As I'm just about to send my SGSIII off for repair (due to random restarts and crashes, which I fear may be the beginning of "SDS") I've just been looking at the guarantee booklet that came with the phone when I first got it and it does indeed say that the warranty is two years.
As I've had the phone rooted I'm kinda expecting them to turn around and say it isn't covered by warranty but I'm fully prepared to tell them it is (as I saw somebody else on here had done) and see what they say from there. Hopefully they won't question it though (I'm pretty sure it's not me flashing software on it that's causing the crashes and restarts because the first time it restarted of it's own accord was at least a week (and probably longer than that) after I'd flashed the last firmware (and it's always been "stock" firmware I've used anyway (i.e. firmware from Samsung themselves - even if sometimes it wasn't the final version)).

sgsboyo said:
"All New goods are covered for two years EU guarantee its the LAW under the Sale of Goods ACT"
As I'm just about to send my SGSIII off for repair (due to random restarts and crashes, which I fear may be the beginning of "SDS") I've just been looking at the guarantee booklet that came with the phone when I first got it and it does indeed say that the warranty is two years.
As I've had the phone rooted I'm kinda expecting them to turn around and say it isn't covered by warranty but I'm fully prepared to tell them it is (as I saw somebody else on here had done) and see what they say from there. Hopefully they won't question it though (I'm pretty sure it's not me flashing software on it that's causing the crashes and restarts because the first time it restarted of it's own accord was at least a week (and probably longer than that) after I'd flashed the last firmware (and it's always been "stock" firmware I've used anyway (i.e. firmware from Samsung themselves - even if sometimes it wasn't the final version)).
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To be honest, if you flash it do it's completely stock and the issue persists it should be a hardware failure, and the only reason the hardware would fail because of rooting/custom roms is overclocking the CPU/GPU and frying them.
Let us know how it goes.

Samsung eventually got back to me regarding the repair of my phone and have refused to fix it without me paying for the service (£163) because it was rooted.
Needless to say I'm less than happy. They persisted with saying that rooting voids the warranty and wouldn't back down.
I'm furious because I'm aware of all the sudden death syndrome problems affecting this phone and i wish I'd kept using it till it did actually die before sending it off to them to repair.
But I've learned a costly lesson and won't be rooting while in warranty again (and may very well have bought my last Samsung smart phone).
Sent from my GT-P7510 using xda premium

That is a very informative and useful tip. Unfortunately, most people think that software modifications void the warranty under EU jurisdiction. Apparently that's not the case. Thanks op.
Sent from my GT-I9300 using Tapatalk 2

Theshawty said:
Well, if you bought the phone in EU and that it can't be proven that what you've done software-wise has caused a hardware fault.
http://fsfe.org/freesoftware/legal/flashingdevices.en.html
I just thought of something. What if the eMMC craps out? Because Samsung confirmed it's because of a software fault that can cause a hardware fault. Paradox?
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I'm sorry but this is only a directive... after this in each country has to pass their own law in order to comply with directive... sometimes not every country make this last step. I'm thinking for ex UK that don't comply for the 2 years warranty for consumer products. Other country, mine (Portugal), is very avid in forgeting to make laws to comply with EU directives...
Just saying, careful cause in your country their may not have a law that comply with this EU directive.

sgsboyo said:
Samsung eventually got back to me regarding the repair of my phone and have refused to fix it without me paying for the service (£163) because it was rooted.
Needless to say I'm less than happy. They persisted with saying that rooting voids the warranty and wouldn't back down.
I'm furious because I'm aware of all the sudden death syndrome problems affecting this phone and i wish I'd kept using it till it did actually die before sending it off to them to repair.
But I've learned a costly lesson and won't be rooting while in warranty again (and may very well have bought my last Samsung smart phone).
Sent from my GT-P7510 using xda premium
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You should moan about the directive stated in shawtys post and never play along.
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My latest response from the Samsung "care" team yesterday:
" Thank you for contacting Samsung, I am sorry that you feel this way about the product.
*
I appreciate that you are saying that rooting the phone has not caused this issue, however by rooting the phone the warranty has been voided.* As a result, this repair and all future repairs will be chargeable.
*
Please do not hesitate to contact us if we can be of further assistance."
So without spending more cash on trying to pursue my rights I'm stuck. No more rooting for me, and I just hope this bloody phone lasts till the end of my contract without needing any more repairs (May 2014).
*
Sent from my GT-I9300 using xda premium

sgsboyo said:
My latest response from the Samsung "care" team yesterday:
" Thank you for contacting Samsung, I am sorry that you feel this way about the product.
*
I appreciate that you are saying that rooting the phone has not caused this issue, however by rooting the phone the warranty has been voided.* As a result, this repair and all future repairs will be chargeable.
*
Please do not hesitate to contact us if we can be of further assistance."
So without spending more cash on trying to pursue my rights I'm stuck. No more rooting for me, and I just hope this bloody phone lasts till the end of my contract without needing any more repairs (May 2014).
*
Sent from my GT-I9300 using xda premium
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Thats the be all and end all of the root warranty topic . EU says yes Samsung says no .
As its written into Samsung warranty and part of the repair checking process it has to be a court case .
However unless Samsung is the vendor then its not their problem anyway as the law apply s to the vendor .You pursue the vendor for claims not Samsung who are offering an additional limited warranty on top of your lawful warranty / guarantee sale of goods etc from the vendor .
jje

JJEgan said:
Thats the be all and end all of the root warranty topic . EU says yes Samsung says no .
As its written into Samsung warranty and part of the repair checking process it has to be a court case .
However unless Samsung is the vendor then its not their problem anyway as the law apply s to the vendor .You pursue the vendor for claims not Samsung who are offering an additional limited warranty on top of your lawful warranty / guarantee sale of goods etc from the vendor .
jje
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Yes it's been a costly mistake on my part going direct to Samsung when I just thought it would be quicker. Never again.
Sent from my GT-I9300 using xda premium

Just realised tonight, since my phone is no longer covered by warranty I'm free to root it and do whatever I want with it. Shame that's kinda lost its appeal. Need new inspiration!
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Using root should/must not void warranty on Smartphones

Today's smartphones are as good as PCs. Does using root on computers void warranty? No!
Using root should/must not void warranty on Smartphones too.
Does rooting your device (e.g. an Android phone) and replacing its operating system with something else void your statutory warranty, if you are a consumer?
In short:
No.
Just the fact that you modified or changed the software of your device, is not a sufficient reason to void your statutory warranty. As long as you have bought the device as a consumer in the European Union.
A bit longer:
Directive 1999/44/CE dictates1 that any object meeting certain criteria (incl. telephones, computers, routers etc.) that is sold to a consumer2. inside the European Union, has to carry a warranty from the seller that the device will meet the quality that you would expect for such a device for a period of 2 years.
A telephone is an example of such a device and is an object that comprises many parts, from the case to the screen to the radio, to a mini-computer, to the battery, to the software that runs it. If any of these parts3 stop working in those 2 years, the seller has to fix or replace them. What is more these repairs should not cost the consumer a single cent — the seller has to cover the expenses (Directive 1999/44/CE, §3). If the seller has any expenses for returning it to the manufacturer, this is not your problem as a consumer.
If your device becomes defective in the first 6 months, it is presumed that the defect was there all along, so you should not need to prove anything.
If your device becomes defective after the first 6 months, but before 2 years run out, you are still covered. The difference is only that if the defect arises now, the seller can claim that the defect was caused by some action that was triggered by non-normal use of the device4. But in order to avoid needing to repair or replace your device, the seller has to prove that your action caused5 the defect. It is generally recognised by courts that unless there is a sign of abuse of the device, the defect is there because the device was faulty from the beginning. That is just common sense, after all.
So, we finally come to the question of rooting, flashing and changing the software. Unless the seller can prove that modifying the software, rooting your device or flashing it with some other OS or firmware was the cause for the defect, you are still covered for defects during those 2 years. A good test to see if it is the software’s fault is to flash it back with stock firmware/OS and see if the problem persists. If it does, it is not a software-caused problem. If it is not possible to revert it stock software any more, it is also not a software-caused defect. There are very few hardware defects that are caused by software — e.g. overriding the speaker volume above the safe level could blow the speaker.
Many manufacturers of consumer devices write into their warranties a paragraph that by changing the software or “rooting” your device, you void the warranty. You have to understand that in EU we have a “statutory warranty”, which is compulsory that the seller must offer by law (Directive 1999/44/CE, §7.1) and a “voluntary warranty” which the seller or manufacturer can, but does not need to, offer as an additional service to the consumer. Usually the “voluntary warranty” covers a longer period of time or additional accidents not covered by law6. If though the seller, the manufacturer or anyone else offers a “voluntary warranty”, he is bound to it as well!
So, even if, by any chance your “voluntary warranty” got voided, by European law, you should still have the 2 year “compulsory warranty” as it is described in the Directive and which is the topic of this article.
In case the seller refuses your right to repair or replace the device, you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations.
The warranty under this Directive is only applicable inside the European Union and only if you bought the device as a consumer.
[1] EU member states must have by now imported the Directive 1999/44/CE into their national laws. So you should quote also your local law on that topic.
[2] A consumer is a natural person who acts for their own private purposes and not as a professional. .
[3] Batteries can be exempt of this and usually hold only 6 months warranty.
[4] E.g. a defect power button could be caused by spreading marmalade in it or hooking it onto a robot that would continuously press the button every second 24/7 — of course that is not normal or intended use.
[5] Note that correlation is not causation — the defect has to be proven to be caused by your action, not just correlate with it.
[6] E.g. if a device manufacturer guarantees the phone is water- and shock-proof or a car manufacturer offers 7 years of warranty against rust.
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Source : https://fsfe.org/freesoftware/legal/flashingdevices.en.html

Should've gone in the general section mate, good info though.

tuxonhtc said:
Should've gone in the general section mate, good info though.
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I couldn't decide. I thought that it was a trouble for us
Can mods move this thread to the General Section please?

Just noticed this post when i was updating a friends note 2 and rooting in the EU does not void your warranty. This is general knowledge and good to be in the EU

It voids warranty bcuz u can accidentally brick it and that would be ur fault not thiers.
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Good info but thread needs to be moved to general info request a mod to move this thread
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mezo91 said:
It voids warranty bcuz u can accidentally brick it and that would be ur fault not thiers.
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How will rooting your phone brick it??
Unless the seller can prove that modifying the software, rooting your device or flashing it with some other OS or firmware was the cause for the defect, you are still covered for defects during those 2 years. A good test to see if it is the software’s fault is to flash it back with stock firmware/OS and see if the problem persists. If it does, it is not a software-caused problem. If it is not possible to revert it stock software any more, it is also not a software-caused defect. There are very few hardware defects that are caused by software — e.g. overriding the speaker volume above the safe level could blow the speaker
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Let's just say these are saftey measures of a company.
You bought the phone for the hardware and software made by Samsung. It's a form of giving credit.
Experimenting with the phone outside of Samsung circumstances is your own decision.

Simone said:
Let's just say these are saftey measures of a company.
You bought the phone for the hardware and software made by Samsung. It's a form of giving credit.
Experimenting with the phone outside of Samsung circumstances is your own decision.
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Completely irrelevant. The law is the law, and the law allows you to root in the EU without affecting any warranty.

FloatingFatMan said:
Completely irrelevant. The law is the law, and the law allows you to root in the EU without affecting any warranty.
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I see.

irishpancake said:
How will rooting your phone brick it??
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The only "problem" with rooting is that it potentially allows dumb users to do dumb things - such as overclocking beyond the acceptable level for your processor, or flashing a radio from a completely different device.
Regards,
Dave

This is actually an awesome thing to know. Thanks, OP.
I never rooted or flashed my note 2 because I was afraid to lose my warranty and have to pay the repair or buy another phone if something unlucky happened. This one isn't cheap. But I always had the feeling that I was not taking real advantage of my note 2 and now I think I will. Again, thanks.

You shouldn't be too sure that your warranty wouldn't be void , i know many places where you won't get any warranty due to being rooted, don't take this to granted as its "not a law" its also carrier/reseller that makes these decissions. they probably know what your doing if your rooting (basically i know that they know that i know) but lets say i bought a phone and they told me that i wasn't able to "upgrade" to a newer firmware due to the warranty being void. again i wouldn't take this as granted that i would get my warranty. as of its not anything i can say its the law. its not only the law. its samsung/resellers decision not government law.
Regards

It comes down to whether the repair centre can prove that rooting is the cause of the problem. I.e if a fried cpu is the issue, and they find that the cpu is overclocked.
Sent from my GT-N7100 using Tapatalk 2

LastStandingDroid said:
You shouldn't be too sure that your warranty wouldn't be void , i know many places where you won't get any warranty due to being rooted, don't take this to granted as its "not a law" its also carrier/reseller that makes these decissions. they probably know what your doing if your rooting (basically i know that they know that i know) but lets say i bought a phone and they told me that i wasn't able to "upgrade" to a newer firmware due to the warranty being void. again i wouldn't take this as granted that i would get my warranty. as of its not anything i can say its the law. its not only the law. its samsung/resellers decision not government law.
Regards
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Wrong. It IS the law, in Europe. Outside of there you're likely screwed, but in Europe, consumers are protected. If they try to deny your rights, you can sue them into oblivion and are guaranteed a win, with all costs covered.

FloatingFatMan said:
Wrong. It IS the law, in Europe. Outside of there you're likely screwed, but in Europe, consumers are protected. If they try to deny your rights, you can sue them into oblivion and are guaranteed a win, with all costs covered.
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Let me take my brothers Xcover to the reseller (it's constantly freezing and has been done so) even before rooted but I won't say it's rooted I let them in service center look at it and if they say it's not going on warranty I'm glad to get some money lol.
But it's not a law. Not every country may follow it. I know Sweeden is one of those who Suck at this.
But it gives me an idea
Sent from my official GT-I9505 powered with qualcom

LastStandingDroid said:
Let me take my brothers Xcover to the reseller (it's constantly freezing and has been done so) even before rooted but I won't say it's rooted I let them in service center look at it and if they say it's not going on warranty I'm glad to get some money lol.
But it's not a law. Not every country may follow it. I know Sweeden is one of those who Suck at this.
But it gives me an idea
Sent from my official GT-I9505 powered with qualcom
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Your not thinking it's the law has no bearing at all on the law in the EU. If you're outside the EU. well, that's different.

LastStandingDroid said:
Let me take my brothers Xcover to the reseller (it's constantly freezing and has been done so) even before rooted but I won't say it's rooted I let them in service center look at it and if they say it's not going on warranty I'm glad to get some money lol.
But it's not a law. Not every country may follow it. I know Sweeden is one of those who Suck at this.
But it gives me an idea
Sent from my official GT-I9505 powered with qualcom
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Sweden is in the EU, and as such they are required to follow EU law. I'm from Norway, which is not in the EU, and we still follow the same warranty regulations (they are actually even more lenient)
Sent from my GT-N7100 using Tapatalk 2

Unfortunately I'm not in the EU.
In the past I went to the consumer court several times and I always won.
Even once I sued shoe company Nike and I got my money back even though I wore them for 2 months.
You must not forget!
Company's policy is not a law! They can't indicate anything to you that is not in the law. They cannot force you to obey their policies.
Company and you must obey the laws.
You have to be ready to fight against them on the customer court
You have to be well prepared. You must know the customer law.
And for the last, you have to be right. Do not waste your time for trying to get warranty for your liquid damaged device or broken screen

FloatingFatMan said:
Your not thinking it's the law has no bearing at all on the law in the EU. If you're outside the EU. well, that's different.
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last time i checked sweden was in EU but i can see if i can get my phone which has warranty to see if they will fix it,
its rooted but the root isn't caused by rooting it (Manufucator fault) has been since we got it, but i've never heard anyone getting their phone fixed if they have root. idk i can try.

BEWARE : How Sony stole my phone...

For 2 years, Sony has been trying to create a brand reputation that supports developers.
They publish open-source code, and an official tool to unlock the bootloader.
And there ... CAUTION.
Sony is not clear, Sony is hypocritical, Sony does not assume ...
Before crying defamation, let me explain:
Sony states that unlocking the bootloader "may" void the warranty.
It is easily understood that if I unlock the bootloader, if I flash a custom ROM poorly designed and the phone will not restart, I am not expecting Sony to assume my mistakes.
Where it's more annoying is when the problem is only material.
I have, or rather I had before Sony STOLE it from me (!!!), a Z1 compact.
One day it stops working (sudden death), I send it to Service and they sent me a refurbished one. It was obviously a B stock (not meeting the same quality requirements) shows signs of weakness in hardware: the plate on the back was badly stuck in the factory and made an unpleasant noise (plop-plop) when you press the center. More troublesome, the power button becomes less and less responsive (you must press ever harder to activate) and makes me realize that it will soon stop working at all.
So I sent this replacement phone in for repair. A week later I get a quote: Warranty refused because software changes.
The worst part about it: they don't leave me choice. I pay to get my phone as it is (not repaired), or I pay almost 2 times the current price of the new Z1C in trade for a standard exchange.
So as long as I do not pay, I do not get my phone: I do not know about you but I call it STEAL !!
1. If I actually unlocked the bootloader, the firmware was Sony stock.
2. Someone must explain to me how unlocking the bootloader can lead to the back plate to unstick and the power-on button getting loose !!
My only explanation is that Sony is playing a double game: on one hand they try to appear open-source friendly, on the other hand they seek all possible means and pretexts for failing to assume their "guarantee". For 3 years they have been advertised their phones as waterproof and now they finally explain their new models won't be guaranteed against water damages...
In short I believe we are witnessing the decline of a once premium brand, formerly trustworthy, and which today takes its customers for idiots and do not bear its own failures.
Of course it was followed two months of e-mail exchanges to try to fix the situation. But since obviously I am speaking to a wall with always different people who meet me that "yes, but you have unlocked the bootloader" like robots, I decided to prevent potential buyers.
I had several Sony devices, and this one was clearly the last. At their pricepoint , Sony devices must be flawless, and their service even more. It is unfortunate that they let the situation fester at this point and they prefer to lose a loyal customer instead of replacing a 2 years old model they don't even sell anymore ...
In short, think twice before investing in a Sony device ...

Hmmm. That's Sony and all other brands. Don't think that is only Sony playing this game. I've got a similar situation but with Samsung.
Enviado desde mi D6603 mediante Tapatalk

Next time relock your bootloader before sending the device for repair. Easy as that.
I understand your frustration, but I do not get your aproach of sending the device with an unlocked bootloader. It's like asking to have the warranty rejected. You basically gave them an excuse to do that.
It's understandable that you need to pay for shipping to have the device back.
I'll support Sony with that.

Ohh okay... U haven't modified the system software but the Software of the TA Partition, that's what they mean with Modify Software
About root and unlock Bootloader: Sony have to repair your phone when Unlock Bootloader or Root didn't cause the damage, (I am telling now from German Law) but there was much fights with the Manufacturers (mostly with LG) that's why the lawyers said that a manufacturing have to repair the phone if the damage cause is not a modifying on Software, that's why LG repaired my Old LG L7ii which had Hacked Bootloader and was Rooted, it was a problem with my battery and not caused by software
That's why Sony say the Warranty "may" void, if it's a hardware problem then the Warranty works, if the software destroyed the hardware because modification then the Warranty doesn't work. And a TA Partition modify can't break the hardware of a phone, only maybe the Bootloader (which u can Restore) is broken
That's German Law and doesn't mean it works on ur countries too
Hearing simple right
Your PDesire

Thread moved to the Z1C section as the cross device DEVELOPMENT section is not the place to post this kind of thread.

@Jackos
It's not about paying shipping but paying for the verification which is aroung 60 $ ...
And yes, I just forgot to relock the BL. It's a stupid mistake but I forgot it.

PDesire said:
Ohh okay... U haven't modified the system software but the Software of the TA Partition, that's what they mean with Modify Software
About root and unlock Bootloader: Sony have to repair your phone when Unlock Bootloader or Root didn't cause the damage,
That's why Sony say the Warranty "may" void, if it's a hardware problem then the Warranty works, if the software destroyed the hardware because modification then the Warranty doesn't work.
Your PDesire
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Yes, it's exactly my opinion. If my phone bootloops because of a broken ROM it would be my fault. But a loose button, come on... If they don't want to assume the warranty, they should have the honesty to state that using THEIR software to unlock the bootloader WILL (and not "may") void the warranty.
I'm in switzerland, I'll check what the law says about this. But as a company I really don't understand how they would prefer bad buzz / bad reputation / loosing customer, over repairing or changing the phone with another one they still have in stock and they don't sell anymore...
FYI they asked me around 450$ to replace it with a refurbished one... L-O-L !!!

Forget about the warranty, companies can almost do what they like with them. What they can't do is ignore Consumer Rights laws. Check them out for your country and point out to Sony what their responsibilities are! The law is on your side.

How to claim warranty after relocking bootloader

I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.

22sumit said:
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
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Click to collapse
I don't think you can get your warranty back. Some say that once you issue an unlock code, your warranty gets void even if you use the code to unlock bootloader or not. I do hope that you get your warranty back and get your phone fixed. Anyways, you could've just told them that it wasn't rooted

psychopac said:
I don't think you can get your warranty back. Some say that once you issue an unlock code, your warranty gets void even if you use the code to unlock bootloader or not. I do hope that you get your warranty back and get your phone fixed. Anyways, you could've just told them that it wasn't rooted
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My bad, I couldn't lie it to them coz they had evidence that the bootloader was unlocked earlier.

22sumit said:
My bad, I couldn't lie it to them coz they had evidence that the bootloader was unlocked earlier.
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Was it locked when you gave the phone to them?
I remember I had a Moto E2 which was running a custom ROM and the phone was in warranty and when it's speaker started going bonkers, I just flashed the fastboot ROM and locked the bootloader (I think so) and took it to service center and they fixed it for free. Actually, the speaker grill had accumulated some dust and that was interfering with the sound output so they opened the phone and cleaned the speaker.

psychopac said:
Was it locked when you gave the phone to them?
I remember I had a Moto E2 which was running a custom ROM and the phone was in warranty and when it's speaker started going bonkers, I just flashed the fastboot ROM and locked the bootloader (I think so) and took it to service center and they fixed it for free. Actually, the speaker grill had accumulated some dust and that was interfering with the sound output so they opened the phone and cleaned the speaker.
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Yes relocked it last night and flashed the stock fastboot images as well.
First they did the same in the holy name of software update and then finally giving up to the final conclusion that the battery needed replacement. I left the mobile with them until they told me on call that they'll be charging Rs 1500 for the replacement since the device was rooted. Sometimes even I think that had I lied to them, they might had considered replacing it at no extra cost.

22sumit said:
Yes relocked it last night and flashed the stock fastboot images as well.
First they did the same in the holy name of software update and then finally giving up to the final conclusion that the battery needed replacement. I left the mobile with them until they told me on call that they'll be charging Rs 1500 for the replacement since the device was rooted. Sometimes even I think that had I lied to them, they might had considered replacing it at no extra cost.
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I wonder what would changing the battery has to do with a fault on the screen?

psychopac said:
I wonder what would changing the battery has to do with a fault on the screen?
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Click to collapse
It's actually a battery issue

I don't think you understand... you VOLUNTARILY gave up your warranty when the unlock code was issued, regardless of whether you actually unlocked the bootloader or not. You cannot "get your warranty back" in any way. Did you not read ANY of the multiple warnings when you unlocked your phone, it is presented very clearly at least 3 times before you actually commit to getting the code.

It depends on the country you live in. A company can't get you to accept something like that and make you give up a right given to you by law. Check your local consumer laws, you might still be able to get it fixed under warranty.
I know that in the EU, Australia, New Zealand etc a company cannot waive the rights of a user under the local consumer laws by just getting you to accept some stupid disclaimer.

syl0n said:
It depends on the country you live in. A company can't get you to accept something like that and make you give up a right given to you by law. Check your local consumer laws, you might still be able to get it fixed under warranty.
I know that in the EU, Australia, New Zealand etc a company cannot waive the rights of a user under the local consumer laws by just getting you to accept some stupid disclaimer.
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Most EU countries that is partially true, depending on your country, I will elaborate in a second... I was unaware there were similar laws in Australia or New Zealand...
The situation is quite complicated, at least in Germany, but most likely this applies to most EU countries. There are two different types of warranty. First, the manufacturer warranty / express warranty (Garantie), which is entirely voluntary and the manufacturer dictates its terms. Second, there is the implied warranty (Gewährleistung), which is regulated by law and exercised by the seller.
Under express warranty, manufacturers can decline any repairs easily because of unlocking, and they do that of course. However, under implied warranty, that isn't easily possible. In Germany, in the first 6 months after you buy the device, the seller has to prove that a fault is your own doing. Which is really hard, so you should be good to go even with unlocked bootloader. After the first 6 months, it is the opposite, you have to prove that a defect wasn't caused by you, which is again, really hard.
So in the first 6 months after you've bought the phone you should be fine, but after that, it will be problematic to say the least. Again, this is true for Germany, it might be a bit different in other EU countries.
There are any number of discussions on this topic on Reddit, Lenovo's Official Forums, here and other forums, and although some people seem to get around the Motorola/Lenovo statements, the vast majority don't, even in countries with laws to subjugate this practice. A little Googling will confirm that. Whatever Moto, and other manufacturers with similar policies are doing, in general they are not honoring warranties after bootloader unlocking.
The reality is a lot worse than the pretty picture the politicians give us about the laws that supposedly protect consumers.

22sumit said:
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
Click to expand...
Click to collapse
Once you unlock the bootloader, your warranty is void. It doesn't matter if you relock it. Because you have to request an unlock code from Motorola, that big long agreement you have to accept when you request the code basically tells you that you're voiding your warranty the moment you click "accept", whether you actually use the code and unlock the bootloader or not. Just asking for the code is all it takes.
That's something you need to come to terms with if you're going to use custom ROMs, or root your device. I always wait a month or two to make sure my phone doesn't have any defects before I mess with ROMs, and I research devices before buying them to see what kind of issues they may be prone to in the first 12 months.
Sorry to be the bearer of bad news, bud.
Sent from my XT1687 using XDA Labs

from the unlock code page https://motorola-global-portal.custhelp.com/app/standalone/bootloader/unlock-your-device-b :
As used in this Legal Agreement and Warning, the term "Unlocked Device" means a Device for which an Unlock Code has been obtained, regardless of whether such Device's bootloader has actually been unlocked, relocked or whether such Device's software or operating system has been modified or whether it's original, unmodified software or operating system has been reloaded. In other words, once a Device's Unlock Code has been released by Motorola to User, the Device shall thereafter, for all intents and purposes, be deemed to be an Unlocked Device, irrespective of whether it was, in fact, unlocked or modified.
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(5) THE FOLLOWING APPLIES TO ALL UNLOCKED DEVICES EXCEPT FOR DEVELOPER EDITION DEVICES. BY OBTAINING THE UNLOCK CODE FOR THIS DEVICE, IRRESPECTIVE OF WHETHER THE DEVICE'S BOOTLOADER IS SUBSEQUENTLY UNLOCKED OR ITS SOFTWARE OR OPERATING SYSTEM IS MODIFIED, USER AGREES TO WAIVE AND VOID ALL WARRANTIES THAT MAY HAVE BEEN PROVIDED BY MOTOROLA, BOTH EXPRESS AND IMPLIED, INCLUDING ANY WRITTEN WARRANTY THAT ACCOMPANIED THE DEVICE AT THE TIME OF PURCHASE OR DELIVERY, AND AGREES THAT ANY RIGHTS OR REMEDIES PROVIDED BY SUCH A WARRANTY ARE NULL AND VOID. MOTOROLA MAKES NO WARRANTIES OF ANY KIND AND DISCLAIMS ALL WARRANTIES OF EVERY KIND, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE IN CONNECTION WITH AN UNLOCKED DEVICE. USER ACKNOWLEDGES AND AGREES THAT ALL SUCH WARRANTIES ARE HEREBY EXCLUDED AND THAT ALL UNLOCKED DEVICES ARE PROVIDED "AS IS," WITH NO WARRANTY OF ANY KIND
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I just got a used/refurb G5 Plus in the mail yesterday - it still has warranty thru 06/2018. ($145 from B&H, for the 4GB/64GB version!)
All right, time to "ROM it up!". Read unlock/root directions. get oem unlock data from fastboot, go to the motorola unlock code page:
I sat there, on the unlock code page for about 6 minutes, reading and re-reading that. I've decided not to unlock for now. It's not often that I have a phone under warranty (I've almost always had used phones, etc), so i think i will try to see how well I can get along with stock ROM for a change.
Thankfully, I see very little variance away from AOSP.
This will be a major challenge, for me, to see how long I can stay stock and unrooted. Hopefully, I can make it to the 8.0 OTA.
But, the point is - I read the stuff and took time to think and make an informed decision.

well... in my city, those service center guys are dumb, I mean really dumb;
I had some problem with my bootloader unlocked device, they just checked the bill and repaired the phone for free lol

siddhesh9146 said:
well... in my city, those service center guys are dumb, I mean really dumb;
I had some problem with my bootloader unlocked device, they just checked the bill and repaired the phone for free lol
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North America and Europe don't have "service centers"... We have to send them into corporate repair center to get fixed, there is no walk-in service, which requires an RMA be issued and we get stopped right there.
Honestly, your service center isn't helping... When they do repairs on a device like this, they later submit the repair to Moto/Lenovo for reimbursement and they don't get paid because the IMEI is flagged. Sure, you got your device fixed, but your neighbors paid for it, not Moto.

acejavelin said:
North America and Europe don't have "service centers"... We have to send them into corporate repair center to get fixed, there is no walk-in service, which requires an RMA be issued and we get stopped right there.
Honestly, your service center isn't helping... When they do repairs on a device like this, they later submit the repair to Moto/Lenovo for reimbursement and they don't get paid because the IMEI is flagged. Sure, you got your device fixed, but your neighbors paid for it, not Moto.
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Click to collapse
wdym by neighbors? you mean those guys in service center took the loss by this ^above???