Related
I couldn't fix the freeze after standby mode problem and the screen allignment so I decided to send it back to htc europe repair centre. Did anyone of you send it back for repair or replacement to htc europe and if yes how many days did it take to receive the device again? And my second question is: did they fix the problems of your device? Take this thread like a poll thing for angry and disappointed tytn users
We have MANY threads of disappointed users about HTC service.
If you are one of these, as I told to someone else, say it LOUD on Internet, in any group, in any on line news, the only thing that a big company understand is the voice of SHAREHOLDERS, we are simply some poor STAKEHOLDERS, but if we make a LOUD noise the may be SHAREHOLDERS will hear us and this ridicolous service will change.
If you are not familiar with stock and marketing language you can search the STAKEHOLDER history...
I bought my TYTN on Internet, I,ve no problem to send it everywere in Europe, using UPS but I want it swapped, even REPAIRED, but in few days, and with a first class customer service.
we have a service here ... (chose the worst county for services, we are below!)
HTC... can you hear our stakes?
@takis999 I sent my TyTN for repair to HTC-UK (in milton keynes England) and the contract i signed and sent with the handset states:
1. ESTIMATED TURNOVER PERIOD
We estimate that we will normally be able to complete orders and return the units to most mainland addresses in the UK within 5 working days from receipt of the unit. Where the repair requires parts to be specially ordered or delivery to remote areas of the UK, or to other countries, this may take longer. One of our Customer Service representatives will contact you in such cases. HTC EU will endeavour to complete all orders within 5 working days from clearance of payment or warranty authorisation.
Click to expand...
Click to collapse
Bearing in mind that applies to the UK im not sure how other countries fair with that but seems they do endeavour to fix my handset and send it back to me within a 5 working day period which is great! A guy on another forum (Masseur on Esato.com) also sent his for repair and it was sent back within 5 day...and hes not from the UK!!!! The guy i spoke to at the service centre was VERY VERY helpfull and he informed me that HTC knew about the SA problem and will fix ANY TyTNs (NOT orange,voda or tmobile handsets though...they get sorted out by voda/orange etc...because thats who the contract is with). If the TyTN is less than 14 days old then a replacment will be done, otherwise a repair but im cool with that...standard stuff really
If you wish to wait i can tell you how long my repair took from sending (yesterday 12/10/06) to arrival back here (unknown??)??
@sergiopi Can you add to your profile your Network and Country as that would help???
profile added, thanks for suggesting.... I am in Italy, in Rome (every roads brings to..., except HTC's ), I've seen were you are from.. so you know STAKEHOLDERS meaning
Also MY contact from HTC was very helpfull, but she wasn't involved in repair. She gaves only a 199 number (special and expensive numbers), then from this number I had a second number, in Rome, just to know that they collect and send the phones to the first number, but they are not HTC, they don't know even that is a company involved in phone business, more or les 15-20 days, no courtesy service.
INDECENTE in italian
Some service is available in Russia.
It is more oriented for cases with "device does not boot", "damaged bootloader", "stuck at bootloader", "flash with wrong image file", etc.
However, it does not cover parts replacement.
In terms of timing, it takes 1-2 work days for fixing a problem, additionally DHL, EMS or what shipping carrier would you prefer, to organise shipping between your country and Russia.
You need to describe your situation first, before shipping device, by mail or by phone, to make sure you will not send a device which was crashed or droped in a ocean.
We have to admit also that local HTC service centers are not satisfactory, and sometimes even refuse to accept xda, although on warranty.
rgds.,
iStrium
Keep in mind that by contracts HTC is not allowed to perform direct service/repair on HTC products sold via the big service providers. Another reason for us to welcome HTC´s decision to push its own brand and open sales and service centres everywhere they have a market. XDA is a O2 brand, and at least in Germany O2 replaces faulty HTC phones within a few days.
HTC is directly in the market, but NOT in the SERVICE market .
They just sell directly, not SUPPORT directly. they want more revenues , not be prepared to have CUSTOMERS!
Well done HTC! I understand isn't in the DNA of the company, but Steve, Bill, are you sure you want this?
It is very clear, for sure it is not co-business to keep service centers for HTC. But to have number of local contracts with service companies. To authorize their service centers, train staff, provide some equipment and technology enabling them to perform reasonable "customer care". What I was saying, I guess, is that it is not the case in Russia. Athorised HTC service centers in Moscow is a joke, they have no clue how to run business properly.
Additionally, HTC does not give them a lot of "knowledge". They know how to perform basic tests, no more. As the result, no surprise, there are un-authorised service centers, and they do pretty good. They have good equipment and what is more important knowledge. Otherwise, I think, they would not survive.
I am saying this because went thru the repair cycle and saw how it works (meaning did not work). Globally, pretty sure, it depends on country and location. On a reality HTC does not care much about customers. They jumped on a market, but not ready for all aspects, especially service. And finally, to be honest, non of such companies are interested to spend much money to provide good customer service, it is very little profit of it.
So, we have to take care about ourselves.
rgds,
iStrium
My U8800 has died and would like to get it repaired under warranty (totally dead does not switch on)
I am looking on: http://www.huaweidevice.com/worldwide (stupidly sloooow)
But can't see any instructions?
The company I purchased the phone from no longer exists so that's a no go.
Anyone know any contact details for them? or know the warranty repairs process?
I am based in the UK.
Use google: huaweidevice facebook and try to contact them.
Sent from my u8800
Have done the following so far:
- Left message on their facebook wall
- Sent an email to mobile(at)huawei.com
- Registered my device on huaweidevice.com
Just waiting for some sort of reply now.
They need a dedicated warranty page really as doing the above is time consuming and un-necessary.
I think its easy. What mobile companies in Uk sells Huawei devices, or better this specific model?
You can contact the nearest official agent and ask them about how to get in touch with Huawei support from uk
Druida69 said:
I think its easy. What mobile companies in Uk sells Huawei devices, or better this specific model?
You can contact the nearest official agent and ask them about how to get in touch with Huawei support from uk
Click to expand...
Click to collapse
According to the Huawei site there are no UK Service Centres
So where are the Huawei service centres in Europe? And the phone companies selling Huawei you're they repair their clients devices. What is the procedure?
Because no matter the company you acquire your device from, the warranty is from the brands of the device and according to the laws of each country.
So, the shop you bought from closed, but you have a purchase invoice and that is valid to ask for assistance to the brand of the respective device.
Druida69 said:
So where are the Huawei service centres in Europe? And the phone companies selling Huawei you're they repair their clients devices. What is the procedure?
Because no matter the company you acquire your device from, the warranty is from the brands of the device and according to the laws of each country.
So, the shop you bought from closed, but you have a purchase invoice and that is valid to ask for assistance to the brand of the respective device.
Click to expand...
Click to collapse
Emailed 6 service centres from this page:
http://www.huaweidevice.com/worldwide/netWorkPorint.do?method=index
Had no replies yet
Not holding up much hope as most of the email addresses are just gmail accounts!
Not even sure if they will speak english
So I am experiencing weird charging problems on my Note N7000 described by many ppl in various places. And this is my correspondence to Samsung and their response. I guess no matter how wonderful things they make - stay away if you travel or can't wait for them to come to your country. Samsung's vision of global village.....
My letter:
Hello!
This e-mail is in regards to 2 (two!) transaction records I had to open already.
Their numbers:
5103380251
3101152244
For starters - neither of them solved my problem. Also - the second one was required only to get this e-mail address after only 35 minutes on hold....
Anyways - I have an INTERNATIONAL version of Galaxy Note (GT-N7000). The phone was manufactured without SIM lock, with INTERNATIONAL in the name, implying that it can be used INTERNATIONALLY. Since it resides in Canada now I called Samsung Canada to get it repaired. (all details should be in the tickets hopefully - in a nutshell the phone is exhibiting very weird behaviour once it is connected to a wall charger, please, call or e-mail me if the details in the ticket(s) are unclear). Through a bit of research I established that this behaviour is not isolated to my unit only as I found multiple posts on various technology related forums about similar anomaly.
By calling your support line I learned some valuable lessons that might dictate my future purchasing decisins:
1. Even though there are thousands of people in Southern Ontario using various models of Samsung mobile products one has to ship the phone to Quebec for anyone even to take a look at the issue.
2. Global company like Samsung does not honour warranties for the products purchased outside of country of residence even though the Internet allows for free exchange of goods even when big telecommunications corporations artificially try to block certain products from different markets for marketing purposes (seems like they have full unconditional backing in doing so from Samsung)
3. I stopped wondering why superior product features lose ground to outdated technologies marketed by Apple - all that matters is customer satisfaction.... My daughters iPhone started "freezing", one quick visit in the Apple store resulted in the instant phone exchange... By the way - the iPhone was purchased in the United States and the exchange occurred in Canada. All that was needed was the serial number to confirm the warranty.
Well - my Note was manufactured in October 2011 so I believe it is not one year since then. I do not understand why I am hitting obstacles trying to get your product fixed just because I purchased it before it was available in my country.
I hope that this communication will open someone's eyes and will help to resolve my issue in acceptable manner as well as will change the overall customers' experience with Samsung.
Please, contact me via e-mail or phone (number in the signature) if you have any questions in that matter. And of course I would like to see some kind of answer if you do not need any additional information.
Regards,
And this is their response:
Hello Tomasz,
We apologize for any inconvenience this issue may have caused you.
Unfortunately, phones do not have an international warranty, so a service centre in Canada would not be able to perform an in-warranty repair. For warranty support, you would need to contact the original purchase location.
Sincerely,
Samsung Office of the President
if i'm not mistaken normal warranty only valid in the country that you purchased from. international warranty need to be purchase separately
That still sux... Especially that this is a common problem, not one-of.
Hey guys. Couple of quick questions. Cant seem to find the answer im after anywhere.
1. Is there any way of rooting my note without voiding warranty?
2. I found this guide which states that this method will not void warranty
http://www.ibtimes.co.uk/articles/5...3-lte-n9005-root-prerooted-stock-firmware.htm
However. The firmware they have linked to is this one 'SM-N9005XXUBMI7-ROOTED-KNOX_FREE.rar'
My baseband version is n9005XXUBMI6
My build number is JSS15J.N9005XXUBMI7
Will that firmware be compatible with my device. Really appreciate your help guys. Apologies if its all a bit noobish:silly:
Any tampering will trigger the counters and in turn, void your warranty. I emailed Samsung to see if triggering the Knox counter alone is enough to refuse a warranty repair and they confirmed that indeed it does.
Sent from my SM-N9005 using Tapatalk 4
Here's my question. Do these other root methods work with sprints note 3?
Sent from my SM-N900P using XDA Premium 4 mobile app
Consumer statutory rights
RavenY2K3 said:
Any tampering will trigger the counters and in turn, void your warranty. I emailed Samsung to see if triggering the Knox counter alone is enough to refuse a warranty repair and they confirmed that indeed it does.
Sent from my SM-N9005 using Tapatalk 4
Click to expand...
Click to collapse
In the UK, Samsung as the manufacturer may well be able to deny a consumer any rights which it has offered (such as a special Samsung manufacturer's warranty) where such rights are additional to the customer's statutory rights under the Sale of Goods Act 1979, the Supply of Goods (Implied Terms) Act 1973, the Unfair Contract Terms Act 1977, and the Supply of Goods and Services Act 1982.
However, neither Samsung nor the retailer can remove your statutory rights as a consumer against the retailer (including to ask for a repair or a refund) in relation to a product which you bought from a retailer. I very much doubt that Samsung will have said in its email to you that you will lose your statutory rights, though it may legitimately have said its own warranty would be invalidated by flashing alternative firmware. In brief, if there is an underlying fault in the product not caused by any change you have made to it, in the UK at least you may still have a perfectly good right to a repair or refund (perhaps only partial, depending on circumstances of the fault), whatever the status of the manufacturer's warranty.
For a useful layman's summary of UK position, see http://www.oft.gov.uk/shared_oft/738369/738375/OFT002_SOGA_explained.pdf.
dxzh said:
In the UK, Samsung as the manufacturer may well be able to deny a consumer any rights which it has offered (such as a special Samsung manufacturer's warranty) where such rights are additional to the customer's statutory rights under the Sale of Goods Act 1979, the Supply of Goods (Implied Terms) Act 1973, the Unfair Contract Terms Act 1977, and the Supply of Goods and Services Act 1982.
However, neither Samsung nor the retailer can remove your statutory rights as a consumer against the retailer (including to ask for a repair or a refund) in relation to a product which you bought from a retailer. I very much doubt that Samsung will have said in its email to you that you will lose your statutory rights, though it may legitimately have said its own warranty would be invalidated by flashing alternative firmware. In brief, if there is an underlying fault in the product not caused by any change you have made to it, in the UK at least you may still have a perfectly good right to a repair or refund (perhaps only partial, depending on circumstances of the fault), whatever the status of the manufacturer's warranty.
For a useful layman's summary of UK position, see http://www.oft.gov.uk/shared_oft/738369/738375/OFT002_SOGA_explained.pdf.
Click to expand...
Click to collapse
That is interesting to know, but from the retail side of things, all they'll do is send the faulty item to the manufacturer for the assessment and repair, so won't they just tell "us" to jog on as soon as they see the counters, statutory rights or not? I'll copy the text from their reply into this post in a mo. Admittedly I'm not really wide to the ins and outs of the political side of all of this.
This is the reply I got from Samsung when I asked whether just triggering the Knox counter alone would void the warranty.
-----------------------------
Customer reference number:**********
Please quote your customer reference number when contacting Samsung*
Email response ID:**********
Dear *********
Thank you for contacting Samsung Customer Support.*
I am sorry you are experiencing issues with the information for your Samsung Galaxy Note 3. I can understand why you would like confirmation of your warranty status on the device.*
Any form of rooting the device will void the warranty on your handset. This includes both hardware and software warranty.*
You can read more information about our warranty policy at the following link:*
http://www.samsung.com/uk/support/warranty/warrantyInformation.do?page=POLICY.WARRANTY*
If there is anything else we can help with, please let us know.*
Our Customer Support Team love feedback! Share your thoughts on this response by completing the survey at the bottom of this page.*
Kind regards,*
Louise*
Online Support Team*
SAMSUNG Customer Support Centre*
Sent from my SM-N9005 using Tapatalk 4
I really think this is BS. This is Android and is it known that we love root and testing new things on our devices.
I have not had an Android device long without root! Going on 4 days with this Note 3 and just biting my fingers wondering if I should just root.
@dxzh is right but it's a matter of evidence. They will no doubt try to link the root to the fault you're claiming for. It will be up to you to show they are unrelated.
What is more interesting but hasn't yet been tested in UK law is the question of whether the devices should be capable of root without voiding the warranty for a consumer. That question is much more interesting, patricularly where they are using an open source OS and they release the kernel source for it.
Sent from my SM-N9005 using Tapatalk 4
RavenY2K3 said:
That is interesting to know, but from the retail side of things, all they'll do is send the faulty item to the manufacturer for the assessment and repair, so won't they just tell "us" to jog on as soon as they see the counters, statutory rights or not? I'll copy the text from their reply into this post in a mo. Admittedly I'm not really wide to the ins and outs of the political side of all of this.
/
Any form of rooting the device will void the warranty on your handset. This includes both hardware and software warranty.*
You can read more information about our warranty policy at the following link:*
http://www.samsung.com/uk/support/warranty/warrantyInformation.do?page=POLICY.WARRANTY*
Click to expand...
Click to collapse
In brief, it is the responsibility of the retailer to sort out repairs or refunds for defective products under UK consumer law. If the problem with the product is not caused by the consumer, then the consumer may well have a good case against the retailer. The retailer's statutory obligations are not likely to fall away if the consumenr simply flashes new firmware which causes no damage to the product.
The link given by Samsung seems to be a general description of the additional manufacturer's warrany and how to claim under it, not the detailed wording of the warranty itself. Digging out my old SGS2 manufacturer's warranty card received from Samsung in the box, there is at the end a typical statement that:
"This warranty does not affect the consumers statutory rights nor the consumers rights against the dealer from their purchase/sales agreement."
While the manufacturer's additional warranty set out on the warranty card (or wherever) on whatever terms it chooses may be lost by rooting, etc, I would take some comfort knowing that the important and valuable statutory rights a consumer has under the relevant local legislation, in the UK at least, subsist independently, primarily against the retailer. The consumer does not even need to go looking for the wording mentioned above in the manufacturer's warranty as, whether it is there or not, is not relevant to the continued existence of your statutory rights against the retailer.
From a retailer perspective, the obligations which they have to the consumer will depend on the circumstances. For example:
- if there was an underlying fault (such as duff pixels or a defective switch unconnected with the software loaded onto the device) or the device was not "fit for its purpose" or it was misdescribed, then the retailer (not its distributor or Samsung) is the one under an obligation to arrange a repair or refund in accordance with the legislation, irrespective of any manufacturer's warranty.
- if the problem is caused by the consumer dropping the phone or frying the CPU by overclocking it, then that is a matter not typically protected by the legislation. In this type of circumstance the loss of the additional rights might be significant, perhaps because additional accidental damage cover offered with the phone in the form of a warranty or insurance is invalidated or has exclusions linked to the modification of the device. However, even then the consumer's position may not be completely hopeless if:
** a term dening the warranty or insurance could be deemed unfair under UCTA 1977 (or similar legislation) - for example, it might be unfair to be denied accidental damage coverage for damage caused by dropping a phone in water if the reason coverage is denied is simply because the phone had been previously rooted. Warning: this type of claim based on unfairness though is not an ideal path to follow as outcome is uncertain (given legal judgement call) and journey there likely to be time-consuming; or
** a retailer (or the repairer on its behalf) does not associate revisions to the firmware with the problem resulting in the claim or chooses not to enforce the exceptions for some reason (eg the retailer is nice, incompetent, values ongoing relationship, has better things to do than argue, etc).
The OFT guide to the position of a UK retailer (http://www.oft.gov.uk/shared_oft/738..._explained.pdf) mentioned in my earlier post seems to be informative and written in plain English and gives, I believe, a really useful indicator of the grounds for returning goods for repair or refund in the UK and of a few extra rights a consumer might have when buying remotely - many of these rights will exist in a similar form throughout the EU, though implemented in a different way. Whether or not the average high street employee of the retailer in the UK is aware of the obligations of the retailer is a bit of a lottery, but someone in its head office will be and it is to the head office that the consumer may have to turn if the store itself is unhelpful. Fortunately in the UK at least, it is not generally the consumer's problem as to how the retailer sorts out with its distributor or the ultimate manufacturer (in this case Samsung) which of the retailer, distributor or manufacturer ultimately pays for the repair or refund where there is a good statutory claim.
dxzh said:
In brief, it is the responsibility of the retailer to sort out repairs or refunds for defective products under UK consumer law.
Click to expand...
Click to collapse
Thank you for that thorough explanation, well see what happens if it dies before I get the Note 4
Sent from my SM-N9005 using Tapatalk 4
dxzh said:
However, neither Samsung nor the retailer can remove your statutory rights as a consumer against the retailer (including to ask for a repair or a refund) in relation to a product which you bought from a retailer. I very much doubt that Samsung will have said in its email to you that you will lose your statutory rights, though it may legitimately have said its own warranty would be invalidated by flashing alternative firmware. In brief, if there is an underlying fault in the product not caused by any change you have made to it, in the UK at least you may still have a perfectly good right to a repair or refund (perhaps only partial, depending on circumstances of the fault), whatever the status of the manufacturer's warranty.
For a useful layman's summary of UK position, see http://www.oft.gov.uk/shared_oft/738369/738375/OFT002_SOGA_explained.pdf.
Click to expand...
Click to collapse
dxzh said:
In brief, it is the responsibility of the retailer to sort out repairs or refunds for defective products under UK consumer law.
Click to expand...
Click to collapse
As you said, Samsung can legally choose to take NOTHING to do with you unless you bought the phone from them directly. The retailer is solely responsible for repair or replacement of faulty goods. In terms of liability, the manufacturer's involvement is incidental, as often they're best-placed to provide repair services. Of course, the manufacturer *may* choose to intervene and repair a product at their expense as a customer service gesture.
Good link, it could come in handy! Thanks!
RavenY2K3 said:
Any form of rooting the device will void the warranty on your handset. This includes both hardware and software warranty.
Click to expand...
Click to collapse
Again, warranty is not the same thing as invoking your statutory rights under the sale of goods act. It may well be the first point of call that your phone goes for warranty repair and is denied. The next step is to escalate the issue from routine warranty service to a you seeking redress under the relevant statutes.
This process can take months. To be honest, my personal opinion is that you're better threatening to stop paying contracts than threatening legal action, the latter means they'll probably refuse to talk to you from that point on and you'd have to liaise with their legal department. By that point you could be heading for the small claims court (as your next logical step) which isn't necessarily a bad thing but it does have some initial outlays. I think it would be preferable to get a resolution from customer services rather than a court.
Source: I've worked for a major retailer and been involved in two cases in small claims court (the customers lost both!). Also, I got a reasonable resolution once with a rooted HTC that T-Mob's repair centre refused to fix.
I say hell with them! I going to root mine. Cant stand having so much bloat on my stuff. Besides, without root is like having no eyes!
Hi all,
I know there are some people stuck with a dead Moto G that has an unlocked bootloader and the shop where they bought it unwilling to accept the responsibility to honor warranty claims. I just received confirmation from a large online retailer - Bol.com that they are honoring my warranty claim for precisely this issue.
The defect was that the phone would not power up anymore at all; similar to a couple of cases I have read about on these forums. Important: the phone went dead within 6 months of the purchase.
The way I managed them to honor their obligations was to contact thuiswinkel-waarborg and file a complaint.
In this complaint I made sure to point out that warranty was declined without providing proof that unlocking the phone had been the cause of the defect. Since the burden of proof lies with the seller within the first 6 months, they were in breach of the regulations from thuiswinkel-waarborg by refusing the warranty claim in this manner.
The seller tried to convince the hardware service center to fix the phone under warranty but was unsuccesful. Too bad for the seller, but this is the risk they take on themselves; this has no impact on the rights to warranty that the customer has (at least in Europe)
Personally I opted to receive a full refund since during the several weeks it took to convince them I am right I got another phone. My next phone will be from a manufacturer that does not void warranty when unlocking/rooting since I can't be bothered with going through these discussions every time a phone dies (which they seem to keep doing all the time these days)
If you have further questions including details about the email and phone conversations I had with the seller please send me a PM.
Especially if you bought your phone at Bol.com you may be interested in a referral to my warranty case, in order to strengthen your own warranty claim. I will do all I can to help out any of you who are stuck in the same position and have not given up on getting compensated, as the law requires.
Cheers,
Sandor
Poor seller. He should sue motorola for exchanging the unit and/or refund full amount. That seller would never sell another motorola phone cause of this. Not a good business practice for motorola.
Semseddin said:
Poor seller. He should sue motorola for exchanging the unit and/or refund full amount. That seller would never sell another motorola phone cause of this. Not a good business practice for motorola.
Click to expand...
Click to collapse
Actually, Bol.com is a giant online retailer that makes enormous amounts of profit.
They will keep selling products from manufacturers that refuse to honor warranty claims since the bottom line will still be positive for them.
In the end, a large portion of consumers so affected will never learn about their rights and simply accept their loss.
Also, there is no reason to believe that they will change their warranty policy concerning this issue either.
This means that for those who *do* know that their consumer rights are being violated they'll have to go through the same lengthy email/phone conversations I have had to endure. Hopefully, using my method and referring to my case will help smooth-en this process a bit.
As far as bad business practice is concerned; as a consumer i only care about my relationship with the reseller; it will take some time before I will start ordering goods from Bol.com again, since they made this warrantly claim such a painful experience for me. Motorola can do whatever they want in their business practices; it is not of my concern. I do care about the quality of their products however, and since they seem to be under par, i will not buy Motorola products again in the future.