Related
After I installed Faria 3.3 rom last week I started getting random shutdowns on my 8125. Today I plugged it in to my computer, walked away, came back and my phone was shut down. For good. I had it clocked between 192mhz and 240 mhz, but it was 192mhz when it died on me.
I bought the phone February 17, 2006, so my warranty is now over Do you guys think Cingular will help me out if I call their handset support tomorrow? But even then, this thing is unlocked and flashed a with a hacked ROM...am I in a bit of a predicament here? I can't really afford to buy a new phone (of this stature) right now.
Trying my best to keep my composure....but this ****ing sucks!!!!
Give us some more info so that we can help you: Please confirm if you have tried the following:
1) Has the battery got any charge in it - sounds a bit lame but just confirm it please.
2) Have you tried to force it into bootloader mode [4 coloured bars on screen] (Hold in camera button - push reset -release reset but continue to hold camera button)
Thank you for your help, the battery is charged 100%. My father has the same phone and I was able to boot it up fine with my battery.
I tried doing this boot you described and nothing happens.
Me too...
the same thing happened on my mda it turned on after that its completely dead. i think mine is bricked too, cant seem to turn it on
Doesn't look good I'm afraid. I did a quick search on the forum and not a lot came up. Maybe it is worth a try with Cingular if it is big time broke I doubt if they will be able to detect that it was a cooked ROM that was on it.
I did have it running at 276mhz for a couple of days last week, but I saw nothing wrong with it. I just wanted to save my battery life so I went back to 192mhz and then 2 days ago it started doing this. The first time it happened, I just switched the batteries and turned it on and it worked. Now this time, it won't turn on at all.
I'm gonna try calling them tomorrow, I just hope they even honor it considering it's been over a year. This is the second 8125 I've gone through though, last August I had a problem with my screen and Cingular sent me another me this one.
Not Under Warranty
I really don't think you're going to have any luck with Cingular. First of all, if it's been over a year since the initial purchase, you're already out of warranty. Your replacement phone that you got in August doesn't carry a full one year warranty -- it's only warranteed until the 1 year anniversary date of the ORIGINAL phone purchased.
Secondly, even if it was within the warranty period, there are ways they can tell that it was NOT running an Official ROM. Oh, Cingular won't be able to tell when you turn it in, but they ship them to HTC for reconditioning, and HTC can tell.
It's because of people turning in their bricked phones under a warranty -- and the resulting financial losses from exchaning them -- that caused the carriers and manufacturers to turn up the heat to make Microsoft finally issue their edict of "cease and desist." Now, the ROMs are gone from the ftp and we have to "go underground" to tinker and hope that the file we download isn't corrupted or full of viruses.
What the carriers SHOULD have done, instead, was return those phones to their owners with a bill for the replacement cost. Maybe then people would have thought twice about making their phone carriers' responsible for damage the user had done to their phones.
Do you think there'd be any thing at all they could do for me? Maybe get me a refurbished one at a discounted rate since I've been a longtime customer? I pretty much just threw away $300 for 1 year of use...this is disgusting...
I just wish I had the resources and friends on the inside that other people do. Hell, my uncle is getting 3G on his 8525 through the MediaNet plan instead of Data Connect because of a friend he has over there.
I have had my HTC Wildfire for approximately 5 months and never had any problems with it until now.
The keyboard calibration has suddenly changed to the point where I cannot select the item on the screen I am trying to click. It seems to be about one centimeter adrift, but even moving past where I want to click it just will not select what I want eg. in k9 mail I cannot select the email I want only the one below it and when using market place to update an application I click "Update" yet the action it takes is "Uninstall" (directly beneath) It actually isn't possible to update any of my apps now as "Update" cannot be selected.
I've logged a ticket with HTC as it maybe a hardware fault. My phone is rooted and running a custom 2.2 ROM. If it turns out to be a hardware fault and I get the go ahead to take to an HTC repair shop am I going to be told I have no warranty as the device is rooted running a non official ROM ?
It does indeed look like a hardware issue (With your digitizer). Anyhow, just try reinstalling a ROM with a full wipe (Probably a stock ROM) to confirm it.
When giving in your phone, just install a RUU and then give it. They won't be able to make out if it was rooted or not, and, when giving it, specifically say to them to not touch the software else you will be get an official 2.2.1 updated phone.
Thanks for your response. Yes it definitely is a hardware problem, the un-clickable items can be clicked no problem in landscape mode. Basically the first inch down from top to bottom is dead. I already tried previous ROMS and they all exhibit the same behavior.
By RUU you mean return it to original stock ROM ? Presumably I'll have to unroot it also ?
What are HTC like to deal with when it comes to warranty ?? I got my device from T-Mobile free in the UK with 18 month contract tie in -- but currently reside in Thailand. Are HTC likely to ask me to send my device back to T mobile in the UK or just repair it at a local HTC repair centre here? If the former I'm going to be without the device for 3 weeks or so -- worse still they may send me brand new unit which is neutered and non-rootable (yet).
Flashing an RUU will automatically remove root. So, if you flash an Eclair RUU, you will get an Unrooted Phone with HBoot 0.80x but if you flash a Froyo RUU, you will get the unrootable HBoot 1.01x. RUUs can be found here:
http://shipped-roms.com/index.php?category=windows%20mobile&model=Buzz
The conditions of the repair centres depends on place to place. Whereas in some places, they are pretty helpful and work as per your preferences, some places are extremely particular and over-organized. In your case, I *think* the local HTC Service centre will not repair your device under warranty, since it is from T-Mob. But, if you pay for it, they probably may. Again, what I said above is just my presumption. If you are lucky, they may repair your device for free under warranty.
Good Luck
droidafx said:
I have had my HTC Wildfire for approximately 5 months and never had any problems with it until now.
The keyboard calibration has suddenly changed to the point where I cannot select the item on the screen I am trying to click. It seems to be about one centimeter adrift, but even moving past where I want to click it just will not select what I want eg. in k9 mail I cannot select the email I want only the one below it and when using market place to update an application I click "Update" yet the action it takes is "Uninstall" (directly beneath) It actually isn't possible to update any of my apps now as "Update" cannot be selected.
I've logged a ticket with HTC as it maybe a hardware fault. My phone is rooted and running a custom 2.2 ROM. If it turns out to be a hardware fault and I get the go ahead to take to an HTC repair shop am I going to be told I have no warranty as the device is rooted running a non official ROM ?
Click to expand...
Click to collapse
first flash an eclair RUU of ur region. in 99% cases it will be successfully unrooted. even it shows errors, u can use the PC49IMG.ZIP process to unroot.
remember while unrooting with both the above processes, the HBOOT should not be downgraded.
if u make some version changing processes and try to downgrade HBOOT, then ur phone will have issues like touch screen problem, and etc. here the hboot may get downgraded with phone errors.
and if u dont make any version changing processes and try to downgrade the HBOOT, it just shows an error like it cannot be downgraded, without showing any phone issues.
so, do it correctly and u will finally get an unrooted device. now it will have warranty. if the problem persists, give it to a service center.
i expect the problem solves after unrooting.
Thank you for all the helpful responses. It is a hardware problem for sure, the phone is now useless, the keyboard has a mind of its own and the top inch of the screen is dead. I'm now back using my Nokia.
Just to give an update on the service provided by "HTC Global Warranty".... ermm... it appears not to exist.
The support guy on the web ticket did his damnedest to get rid of the call anyway he could or make it someone else's responsibility after I'd went through the various resetting methods he suggested. He acknowledged it sounds like a hardware problem. He then suggested I send back to the UK (I'm in Bangkok) where the fix times is 10 days -- so with shipping time I'd be looking at a one month minimum. Or try another support number to help fix it or send it back to T mobile to see what they can do.
I asked about using a local repair centre -- no you can't because you bought from T mobile. I told him 99% of phones sold in the UK are provided by networks and that T mobile didn't manufacturer the device and purporting to have a "Global Warranty Service" given what he was offering is disingenuous or possibly illegal under trades and descriptions act . I requested to make a formal complaint and speak to a supervisor. I heard back as below -- hopefully they can make good on below promise.
-------------------------------------------
I would first like to say how I am sorry for the service which you have received from HTC, and thank you for bringing this to our attention. We pride ourselves on the quality of our products and the service we provide and it is a disappointment to hear that in this instance we have failed you. I would like the opportunity to resolve your issue and hope that this does not deter your from using us in the future.
I understand that you are currently experiencing difficulties with global warranty process to repair your mobile device and you requested a call back from a manager.
I believe that the reason for this is because you have an exclusive product from T-mobile UK network and you live outside of Europe.
In order to rectify this I would like you to request the following:
Can I please ask for a telephone number and a time of which would be possible to call you during the day, that best suites you. Bare in mind of the time zone difference as we only work from 9:00 am to 5:00 pm (London time).
I will then pass this information onto the Care Team Manager for them to contact you back.
I hope that this information meets with your requirements. I will wait for your next communication.
3xeno said:
Flashing an RUU will automatically remove root. So, if you flash an Eclair RUU, you will get an Unrooted Phone with HBoot 0.80x but if you flash a Froyo RUU, you will get the unrootable HBoot 1.01x. RUUs can be found here:
http://shipped-roms.com/index.php?category=windows%20mobile&model=Buzz
The conditions of the repair centres depends on place to place. Whereas in some places, they are pretty helpful and work as per your preferences, some places are extremely particular and over-organized. In your case, I *think* the local HTC Service centre will not repair your device under warranty, since it is from T-Mob. But, if you pay for it, they probably may. Again, what I said above is just my presumption. If you are lucky, they may repair your device for free under warranty.
Good Luck
Click to expand...
Click to collapse
It never came with Froyo -- it had 2.1 initially. I don't suppose it will matter if I put 2.2 on it now as long as it is an official ROM (I could well have done an over the air update).
After I rooted the device initially I backed up the 2.1 ROM first -- reverting back to this had no effect on the problem so I don't suppose un-rooting it is going to achieve anything as either ROM in little over four months never exhibited this behavior until now. But obviously an official ROM is necessary prior to it going in for repair (whatever form that takes).
I cannot load a stock ROM -- I chose the TMO UK one from suggested link and get below errors:
Prior to error it says I have version:
2.34.75.1
and proposes to replace with below but fails.
1.14.110.1
-----------
Error [140]: BOOTLOADER VERSION ERROR
The ROM Update Utility cannot update your Android phone.
Please get the correct ROM Update Utility and try again.
Any ideas ?
Read about a bit, and, it seems downgrading is not allowed. (2.37 -> 1.14).
Try this procedure out:
http://lukasz.szmit.eu/2010/04/extracting-rom-files-from-htc-android.html
3xeno said:
Read about a bit, and, it seems downgrading is not allowed. (2.37 -> 1.14).
Try this procedure out:
http://lukasz.szmit.eu/2010/04/extracting-rom-files-from-htc-android.html
Click to expand...
Click to collapse
Thanks 3xeno -- I'll give it a go.
Also if I managed to downgrade back to stock -- will the phone be locked back to T mobile network ? I use a local SIM where I am. I don't suppose it would be too much trouble unlocking it again.
This is so much aggravation -- I'm tempted to just go in and pay an HTC repair store to repair / replace the busted component seeing as HTC global warranty appears to be non existent.
If the "care manager" calls me back and repeats the canned responses already provided by their support desk about my device being a "special T mobile product" and I must send to the UK for repair I intend to cause an enormous stink and warn others that HTC provide "ZERO GLOBAL WARRANTY" (and looking in Google I won't be the first). There is nothing special about the phone form T mobile (or any other network provided phone other than branding) I paid for the phone in full by way of commitment to a 2 year contract and T mobile paid HTC in full for the unit -- that has failed in a little over four months.
It shouldn't. Was the phone locked initially when you got it? If so, how did you get it unlocked?
Also, I tend to agree with you on getting it repaired locally. It seems to be too much of a hassle to get the phone halfway across the globe to replace one component.
It was locked yeah, but I paid for an unlock code online -- maybe it will still work if needed.
I followed your instructions thanks from previous URL, I've got rom.zip and copied to sd card and assumed I'd be able to install the normal way like other ROMS through clockwork but it doesn't work -- toggling unsigned doesn't help either.
Any ideas ?
More reading up. This is one topic which I dont have indepth knowledge about.
http://forum.xda-developers.com/showthread.php?t=766927
http://forum.xda-developers.com/showthread.php?t=575448
This should be applicable for the Wildfire as well. The only difference should be that the file should be renamed to pc49diag.zip instead of the code for the Hero as stated in that thread.
Be very careful in this process though. I would rather wait for advice from some senior member here confirm this before you attempt it.
Thanks again. I may as well go ahead and try; I've got nothing to lose -- it is unusable with the top part of the screen not working. If I don't get it back to stock I have no warranty. The choices are a brick or a brick ;-)
I'll probably wait until tomorrow -- there are some phone repair shops around here and I'm told the shop I need to go to carries spare HTC parts. The Thai's are pretty much hands on and if they can diagnose and have the parts they will fix -- that includes the HTC repair centre (as long as I'm paying).
Quite possible I'll be buying a new device tomorrow from HTC directly. But before I do so I'm going to call HTC head office in Taiwan and get it on the record what exactly a "Global Warranty" means in HTC speak. I want to hear it from somebody other than a script reading support monkey in the UK or some retail chap where I am who will speak very limited English. The garbage excuse about "special network phone" should hold no water then if it fails within the warranty period. But I want a name and phone number and confirmation email before I shell out 4 or 500 quid on another potential paper weight.
Over the years I've had global warranty claims no problem from HP & IBM (now Lenovo) the last time being when an SSD drive failed in a laptop bought through a reseller in the UK -- no problem they sent and engineer to my house in Phuket who fitted a new drive within 72 hours of logging the call. It's getting to the point where these devices are more than just phones. They are as capable (almost) as a laptop and in the same price bracket as low to mid range laptops; therefore they should IMO carry the same level of after sales customer support.
I'd be very interested to know of other peoples warranty experiences with HTC. Maybe I'm an imbecile for even considering buying another one. Very frustrating; its been working like a dream right up until a few days ago and has been the best smartphone I've owned by a long way -- but if after sales service has all kinds of conditions attached to it; then buying another one is out of the question.
They probably are not honouring your warranty because you got a subsidized phone from a network operator, which doesn't "really" belong to them. Maybe that is how they handle such cases. Not really sure about it because the concept of contracts by phone service providers is non existent here in India, but, I am pretty confident that if you had got a proper HTC Branded Wildfire, they would definitely have honoured your warranty.
The thing is though just about all phones in the UK are provided by the networks and the subsidy for the most part is essentially bogus. Eg. you couldn't go and get an Iphone 4 for free because you took out a 15 quid month contract -- that would be a subsidized phone. They are 2 years minimum contract and start at £40 per month to get one for free. You have more than paid for the phone -- hardware vendor is paid in full and no doubt the network make a margin on the handset too.
A one month old article: (http://www.moneysavingexpert.com/deals/cheap-iphone lists the single cheapest monthly contract to get an Iphone 4 from tesco is £25 for a 12 month contract........ as long as you stump up £342. So the math is £40 for two years and the phone is free (give or take a few quid) That is not a subsidy by any definition of the word. Also think of the economies of scale the networks use to leverage better pricing -- 02, Vodafone, T-mobile etc aren't paying no 600 quid a unit like joe shmo has to for an Iphone 4. Corporate buying might when talking 10's / 100's of thousands of units can demand and most of the time get 40 to 50% off the RRP price. Networks & hardware vendors are doing very well whilst spinning this bulls**t line about subsidized phones -- off the back of which enables the likes of HTC to provide no global warranty. If HP, Lenovo, Nokia and many others can use local repair resources so can HTC -- but you know good customer service costs money and if the small print allows them to get away with they're happy to do so.
I did the rename (PC49IMG.ZIP) and placed ROM on root of empty SD card. HBOOT saw it and attempted to instal but it failed with below:
Main Version is older!
Update Fail!
Press <POWER> to reboot.
3xeno said:
They probably are not honouring your warranty because you got a subsidized phone from a network operator, which doesn't "really" belong to them. Maybe that is how they handle such cases. Not really sure about it because the concept of contracts by phone service providers is non existent here in India, but, I am pretty confident that if you had got a proper HTC Branded Wildfire, they would definitely have honoured your warranty.
Click to expand...
Click to collapse
HTC "Global" Warranty:
DOES NOT EXIST !!!
I'll start a new thread about this also. I heard it from three authorised HTC resellers, and an official HTC store & HTC service centre in Bangkok MBK; all of which I visited today. The country you buy the phone in is the place which honors the warranty.
So in the UK they use the lie -- you bought from a network and not a stock handset direct from HTC; therefore it can only be repaired in the UK.
Then lie number two -- if you buy from us directly you get global warranty and can use local repair in the country you're in; absolute nonsense. If it was true I'd be playing with a brand new desire right now -- instead I have my 4 month old Wildfire to use as a beer mat whilst using my Nokia -- f***ing cheers HTC.
Still not able to get fresh stock T-mob ROM applied. So far I've tried:
1. Applying the stock T-mob ROM via cable and exe. program
2. Applying stock T-mob ROM renamed to PC49IMG.zip
3. Also tried applying an Asia stock HTC ROM via .exe program and cable (above method cannot be used -- this ROM extracts everything to numerous cabinet files and there is no ROM.zip)
All of the above result in errors relating to what's there being newer and failure to apply ROM.
I had a back up of the T-mob eclair ROM it came with which I took before applying custom Froyo ROM; so I reverted back to that and then tried the stock one again to make it vanilla and unrooted (in the hope it may correct faulty top part of screen) it but that didn't work and again complaines about what was there being newer.
It seems once you've gone forward there's no going back -- but that isn't consistent (I can recover using my back-ups back and forth between leaf Froyo ROM and Eclair ROM via nandroid restore.
I also put on a gingerbread Cyanogen mod to see if it would fix screen problem -- it didn't, so now back to T-Mob Eclair. I suppose I can go about unrooting now on the eclair ROM for the purposes of returning handset for warranty -- but I really wanted a flat vanilla stock ROM to see if cures screen problem, (I'm pretty sure it wont and it is a hardware problem).
Anybody got an idea of what else to try ?
thanks
Hello all,
Just wanted to share my experience with you all on how long it will take to get a Xperia Z3 TC model SGP 621 fixed/repaired.
When I purchased my tablet, since it is an international model, I had to buy it from the only shop in the NYC area that offered it. Which in itself is hard to believe since you can pretty much find anything in NYC, but in this case, only one shop had it (which shows how hard it is to obtain the Z3 with LTE capability).
So I purchased it and all was well. Was loving it, and using it, till one day, it just stopped working. I was using it fine, checking email, and reading news online, put it down, and when I came back about 30 mins later, it wouldn't turn on. I tried everything. Holding the power button for like 10 seconds. Power + Volume up button for 10 seconds. Connected the power cord. Everything. No response. Heck, even the charging light wouldn't come on, but the Z3TC would get warm to hot when plugged in.
I called Sony care from the number on their website, and explained to the tech what was going on. He emailed me a link to recovery software, and installed it on my Mac, and still, no response. Eventually, he determined I had to send it in to be evaluated/repaired. (Use this day of reference as day zero)
Here's were things go really bad. They told me they would send me a FedEx email label to have it shipped. After almost a week, still no email. I called, they said I cancelled my repair request (which I hadn’t), and then after complaining, he said he was going to get my label expedited. I actually got it the next day, and shipped the tablet out to them the next day. (Day 7)
I used the tracking number, and confirmed that they received it on day 11. I waited an extra week to hear back from them if they started working on it. Nothing. Waited another 5 days, nothing. I finally call them, and they inform me that they haven’t received nothing, but since their repair services has been closed for almost 2 weeks due to the holidays, they have a huge backlog and it’s probably in there. So now I wait again. Finally on around day 30 (after calling, because they don’t contact you), I am told that it has been received, and they are going to work on it. After about another week, I call back. They say there is a problem, and waiting for the parts, but to be patient. I wait another week.
I call again, they say they repaired it and are awaiting final paperwork. I am really happy. I ask what the problem was, they say they have no information, but that it was fixed, and that they are going to ship it back to me as soon as the paperwork is ready. I say ok, and wait another 4-5 days. Finally I call back, and the guy says that they haven’t done any work to my tablet, and were waiting for me to call them back and let them know what I wanted to be done.
*PAUSE*
By now, it’s been like day 49 since my tablet stopped working. It’s going on a month and a half. Note: this is my phone. It’s now been in repair more than twice as long as I’ve had it. I am beyond livid at this point, and believe I have been MORE than patient and understanding in being given the run around.
At this point, and having a verbal back and forth with the 6 or 7th tech I’ve talked to in the past 6 weeks, he suggests I speak to his supervisor.
I start speaking to his supervisor Jerry in customer relations, and we started going at it too. The long and short of it was this. He said they couldn’t give me the same tablet I own, (the SGP 621) because it is an LTE/international model. So what they could do is offer me the U.S. variant (the SGP 612) that was only WIFI capable. I told him this is unacceptable It would be like me buying a premium version of a car, it stops working, I go to the dealer, and they offer me an inferior model, even though I paid heavily for the premium one. After more going back and forth, he told me in order to get it serviced, I would need to contact United Arab Emirates, because that’s apparently where my phone was imported from.
After going back and forth, I asked him why I wasn’t told that in the first place, instead of wasting almost 7 weeks on back and forth with Sony North America? He informed me that, “As a starting point and courtesy, Sony North America has to try to fix and it first.
I was flabbergasted. I was shocked on why they would even need to attempt to fix something, they knew they could never fix. He again repeated it was a courtesy. After this circular argument, I told him FedEx me my phone back. I want it on my desk by tomorrow. Now that I have wasted all this time. At this point I was very angry. And he said he would try to get it back to me by the next day, and he had to call the repair center and bla bla bla. I told him to call them, and we hung up.
The next day, expecting to see my tablet, there was nothing. I was going to call back by the end of the day, but instead Jerry called me back. He informed me that there was good news. That Sony had found the parts, and were going to fix my tablet for me and ship it back to me.
Finally! Good news! I was very happy and pleased by this point. And he told me I should get it soon. I waited about 4 days, and finally a package from FedEx arrived. When I opened it, to my amazement, it was a brand new Sony Xperia Z3 Tablet Compact SGP 621. Shockingly, it was a demo U.S. variant!
First off, I didn’t even know Sony made U.S. Variants of international devices, but this one was totally legit. I was sooooo happy. I tried to write him a letter to give to his boss and team, but unfortunately, I never heard back from him. I told him to send me his email address, and I would have gladly sent a letter for him and his staff to be recognized for their efforts.
After almost 2 months (8 weeks) since this whole debacle started, I finally had my phone/tablet back.
I left out a lot of parts to this story, but this is the jist of it. The long and short of it is this. If you buy an international model of their products, and it breaks or something goes wrong, be ready to wait for it to be serviced (if it can even be serviced). It’s very possible, and likely, that Jerry went above and beyond the call of duty by contacting people high up in the food chain, to get me a rare demo unit that is not available (if ever). In general, if you buy a phone/tablet/whatever from another country, be ready. It is going to be EXTREMELY difficult, if even possible.
In the end, I am very grateful to Jerry, and his efforts. But I think that Sony should have a better system in place for getting you to the right people you need soon, in order to get you back up and running. If it wasn’t for Jerry, I’d still be in limbo trying to find a way to call UAE, and most of all, overcoming the language barrier and even trying to set up a method or way for them to service my broken phone.
Wow, almost 2 months. I would have thought US had better customer support for such things. In my country if they can't get it fixed in 1 month you can ask your money back or a new product.
You were very patient with them, I probably would have called every 2 days.
I had a similar experience in getting my xperia z2 repaired last year for a broken magnetic charging port. It was 2 months of me calling them every week. At first it was waiting for parts, then it was repaired and awaiting paperwork, then it was they cant fix it because its a model intended for taiwan. Finally after a lot of escalation they sent me a an international model replacement. Whole process took 2.5 months when they quoted 8 business days originally. And Yes I gave them my IMEI on the inital phone call and verified with the person that sony USA could service it. Sort of a bitter sweet exp overall, mostly bitter
Sent from my HTC One_M8 using XDA Free mobile app
tonysunshine said:
I had a similar experience in getting my xperia z2 repaired last year for a broken magnetic charging port. It was 2 months of me calling them every week. At first it was waiting for parts, then it was repaired and awaiting paperwork, then it was they cant fix it because its a model intended for taiwan. Finally after a lot of escalation they sent me a an international model replacement. Whole process took 2.5 months when they quoted 8 business days originally. And Yes I gave them my IMEI on the inital phone call and verified with the person that sony USA could service it. Sort of a bitter sweet exp overall, mostly bitter
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
Was it fixed under warranty? Was your product an import?
Sent from my SGP621 using XDA Free mobile app
Yes it was an import. Bought off ebay. And eventually they agreed to replace it under warranty. Took quite a few angry phone calls though
Sent from my HTC One_M8 using XDA Free mobile app
AirBruce said:
Hello all,
Just wanted to share my experience with you all on how long it will take to get a Xperia Z3 TC model SGP 621 fixed/repaired.
When I purchased my tablet, since it is an international model, I had to buy it from the only shop in the NYC area that offered it. Which in itself is hard to believe since you can pretty much find anything in NYC, but in this case, only one shop had it (which shows how hard it is to obtain the Z3 with LTE capability).
So I purchased it and all was well. Was loving it, and using it, till one day, it just stopped working. I was using it fine, checking email, and reading news online, put it down, and when I came back about 30 mins later, it wouldn't turn on. I tried everything. Holding the power button for like 10 seconds. Power + Volume up button for 10 seconds. Connected the power cord. Everything. No response. Heck, even the charging light wouldn't come on, but the Z3TC would get warm to hot when plugged in.
I called Sony care from the number on their website, and explained to the tech what was going on. He emailed me a link to recovery software, and installed it on my Mac, and still, no response. Eventually, he determined I had to send it in to be evaluated/repaired. (Use this day of reference as day zero)
Here's were things go really bad. They told me they would send me a FedEx email label to have it shipped. After almost a week, still no email. I called, they said I cancelled my repair request (which I hadn’t), and then after complaining, he said he was going to get my label expedited. I actually got it the next day, and shipped the tablet out to them the next day. (Day 7)
I used the tracking number, and confirmed that they received it on day 11. I waited an extra week to hear back from them if they started working on it. Nothing. Waited another 5 days, nothing. I finally call them, and they inform me that they haven’t received nothing, but since their repair services has been closed for almost 2 weeks due to the holidays, they have a huge backlog and it’s probably in there. So now I wait again. Finally on around day 30 (after calling, because they don’t contact you), I am told that it has been received, and they are going to work on it. After about another week, I call back. They say there is a problem, and waiting for the parts, but to be patient. I wait another week.
I call again, they say they repaired it and are awaiting final paperwork. I am really happy. I ask what the problem was, they say they have no information, but that it was fixed, and that they are going to ship it back to me as soon as the paperwork is ready. I say ok, and wait another 4-5 days. Finally I call back, and the guy says that they haven’t done any work to my tablet, and were waiting for me to call them back and let them know what I wanted to be done.
*PAUSE*
By now, it’s been like day 49 since my tablet stopped working. It’s going on a month and a half. Note: this is my phone. It’s now been in repair more than twice as long as I’ve had it. I am beyond livid at this point, and believe I have been MORE than patient and understanding in being given the run around.
At this point, and having a verbal back and forth with the 6 or 7th tech I’ve talked to in the past 6 weeks, he suggests I speak to his supervisor.
I start speaking to his supervisor Jerry in customer relations, and we started going at it too. The long and short of it was this. He said they couldn’t give me the same tablet I own, (the SGP 621) because it is an LTE/international model. So what they could do is offer me the U.S. variant (the SGP 612) that was only WIFI capable. I told him this is unacceptable It would be like me buying a premium version of a car, it stops working, I go to the dealer, and they offer me an inferior model, even though I paid heavily for the premium one. After more going back and forth, he told me in order to get it serviced, I would need to contact United Arab Emirates, because that’s apparently where my phone was imported from.
After going back and forth, I asked him why I wasn’t told that in the first place, instead of wasting almost 7 weeks on back and forth with Sony North America? He informed me that, “As a starting point and courtesy, Sony North America has to try to fix and it first.
I was flabbergasted. I was shocked on why they would even need to attempt to fix something, they knew they could never fix. He again repeated it was a courtesy. After this circular argument, I told him FedEx me my phone back. I want it on my desk by tomorrow. Now that I have wasted all this time. At this point I was very angry. And he said he would try to get it back to me by the next day, and he had to call the repair center and bla bla bla. I told him to call them, and we hung up.
The next day, expecting to see my tablet, there was nothing. I was going to call back by the end of the day, but instead Jerry called me back. He informed me that there was good news. That Sony had found the parts, and were going to fix my tablet for me and ship it back to me.
Finally! Good news! I was very happy and pleased by this point. And he told me I should get it soon. I waited about 4 days, and finally a package from FedEx arrived. When I opened it, to my amazement, it was a brand new Sony Xperia Z3 Tablet Compact SGP 621. Shockingly, it was a demo U.S. variant!
First off, I didn’t even know Sony made U.S. Variants of international devices, but this one was totally legit. I was sooooo happy. I tried to write him a letter to give to his boss and team, but unfortunately, I never heard back from him. I told him to send me his email address, and I would have gladly sent a letter for him and his staff to be recognized for their efforts.
After almost 2 months (8 weeks) since this whole debacle started, I finally had my phone/tablet back.
I left out a lot of parts to this story, but this is the jist of it. The long and short of it is this. If you buy an international model of their products, and it breaks or something goes wrong, be ready to wait for it to be serviced (if it can even be serviced). It’s very possible, and likely, that Jerry went above and beyond the call of duty by contacting people high up in the food chain, to get me a rare demo unit that is not available (if ever). In general, if you buy a phone/tablet/whatever from another country, be ready. It is going to be EXTREMELY difficult, if even possible.
In the end, I am very grateful to Jerry, and his efforts. But I think that Sony should have a better system in place for getting you to the right people you need soon, in order to get you back up and running. If it wasn’t for Jerry, I’d still be in limbo trying to find a way to call UAE, and most of all, overcoming the language barrier and even trying to set up a method or way for them to service my broken phone.
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Yup, had something like this with the z ultra. It wouldnt charge at different angles but they said since it was imported, they arent responsible for it (think i had something like this with a samsung device too). This is why I have insurance with worth ave grou o(google them, legit, i've legit used the warranty for some very expensive repairs and they've always come through just read the fine print carefully) they wont fix mechanical breakdown but they do cover accidental damage so...
Motherf... well, as well as Sony has learned from Apple's pricing, they could certainly learn a little fruity customer service too.
What does surprise me is that they actually try and repair those gadgets. I think it'd just be cheaper for any manufacturer to simply ship a new/refurb one to you after confirming a shopstopper defect and be done with it.
This month, a lot of LG G4 users in Thailand - H818P are getting stuck in the boot loop issue every day.
The only way is to bring it to LG service center and replace the mother board and they not yet found and the root cause of this problem for a month up to now.
Most is serial lot 505 are being sold in Thailand and found with 10f firmware.
Is someone get the same problem ? What is your country and firmware you are using?
I need how to Restore/Unbrick LG G4 H818P (Bootloop Fix).
Same in Israel - model h815L. Many people have this issue but the local company who is the LG importer here takes their time and do a poor work when changing the motherboard. I read of at least 80 people who had that in here.
Sent from my LG-H815 using Tapatalk
Same problem here with h815EU, bought in Slovakia. Something very similar happened to me - kinda a bootloop - phone starts to LG logo (with unlocked booloader banner) and after ~15sec reboots again and again - luckily I was ableto go insto "download" and recovery and bootloader so I flashed original OpenEU LL droir(10D) - via kdz. After that I was able to boot to android - but after some time it reboots itself and I was back in bootloop. It works that way that after couple of hours on charger and helluva lot autoreboots it starts but again only for couple of minutes, sometimes i was able to install some apps, sometimes only starting google play ended up with bootloop. So now it's in servis, I hope they will fix it or replace, as it is I think memblk error - HW issue.
Please write your experience if you have or had this problem, let we can use it as argument if our warranty repair claims will be denied.
2 extra god & AvivEliyahu: please can you give more info about the probs you mentioned? AFAIK I recently found that even one of developers here was affected by this (or smth very similar) - S3V3N from Poland ( see here: http://forum.androidnow.pl/13118-7-...rp-unlock-bootloader-post85521.html#post85521)
I have h818p.. No problems.. YET
extra god said:
Most is serial lot 505 are being sold in Thailand and found with 10f firmware.
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Interesting.
505 means year 2015, month 05 or may. This is how you can tell when our G4 was made. The first 3 digits of the serial#. You will learn about this useful nugget if you browse the warranty booklet included in the box.
This is the first batch of G4's. These would be people that bought at launch or within a few months from it. Now a days I doubt there is any 505 stock left any more.
When its is said a lot of people i question it. LG has been making many G4's since 2015-05.
If you are among the unlucky few, hit the service centre for a replacement. Might take up to a month but you will get it and for free.
If your model is 505 and more than 3 months have passed without issue then you are probably in the clear.
Just checked SN - its 505KPNY####11 (H815EU) so it's among those from first batch, I bought it sometime @ beginning of june, it worked till begining of november (exactly to - 06.11.) I have unlocked bootloader, but I ready to sue them if they wont fix it &|| repair. I gave it to seller for warranty repair this monday, so I'm waiting for results - I'll keep you posted.
Does Thailand get the SEA version which has unlockable bootloader ?
people facing this problem and who have a variant that has no way to unlock the bootloader have a water tight case.
If you unlocked the bootloader then all bets are off. You are dependent on their goodwill.
don't know about Thailand version (I have H815 EU, bought in slovakia), but I think it depends on local legal regulations - warranty, guarantee repairs. In EU seller is responsible for HW faults not caused by misuse and/or accidental damage(fall from desk etc.) Reality is that device is usually sent to manufacturer or authorised service and they decide. But unlocking bootloader cannot be considered as misuse, at least because unlocking is provided by manufacturer(LG) directly - in case that unlocking was done by some 3rd party app, it might be questionable, but in this case...
2 OneTwelve: Thx for info about 505batch
Very good.
It strengthens my belief that the G4 cannot be bricked with software alone.
It might appear bricked to you but the service centre has the tools to unbrick it.
What if they say they will unbrick it for a fee ?
This fee is actually round trip transport costs to a facility that has the tools and knowledge.
If they say requires a new mobo that suggests a hardware issue. But i am sceptical of this reason.
One month is enough time to send a device back & forth to anywhere in the world.
If they will ask for some reasonable shipping fee, i'll pay that. Hopefully it wont be like on ebay sometimes - some sellers set starting price as 1/10th of item value, but i saw ie. mouse+kbd kombo (worth approx. 100€) for 15€, but shipping was 85€
Today I got the bootloop issue on my G4, I haven't done anything yet, still virgin phone, but it sux give me such problem,will send it for warranty on Monday LG simply ruin its image to me this time.
ayong chia said:
Today I got the bootloop issue on my G4, I haven't done anything yet, still virgin phone, but it sux give me such problem,will send it for warranty on Monday LG simply ruin its image to me this time.
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First 3 digits of the serial# ?
At last people are being aware of the issue which I have been shouting for long
Sent from my LG-H815 using Tapatalk
One Twelve said:
First 3 digits of the serial# ?
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505 (First batch production) and sent to LG Service Center to replace the mainboard and really dissatisfied by LG, As the mainboard replacement take more or less around 1 week (WTF!!!) I think my next replacement device will be Samsung again, as Samsung have superb customer service here.
ayong chia said:
505 (First batch production)
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They still have 505 for sale at the end of November ?
One Twelve said:
They still have 505 for sale at the end of November ?
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Am I mentioned that my device was bought at November (Sorry)? I think if I am not wrong that my device was purchased on August.
ayong chia said:
Am I mentioned that my device was bought at November (Sorry)? I think if I am not wrong that my device was purchased on August.
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ah, i misunderstood what you meant by 'virgin phone'. you mean you did not root. i thought you just bought. it
ayong chia said:
505 (First batch production) and sent to LG Service Center to replace the mainboard and really dissatisfied by LG, As the mainboard replacement take more or less around 1 week (WTF!!!) I think my next replacement device will be Samsung again, as Samsung have superb customer service here.
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One week is good, usually something like this might take a month.
I would not give up sd card and replaceable battery (forever) for 1 week - 1 month of wait.
You have a backup phone ? use it.
One Twelve said:
ah, i misunderstood what you meant by 'virgin phone'. you mean you did not root. i thought you just bought. it
One week is good, usually something like this might take a month.
I would not give up sd card and replaceable battery (forever) for 1 week - 1 month of wait.
You have a backup phone ? use it.
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As I said, Samsung have best customer service here, 1 hour or max for 3 days, I was a LG fan, I owned LG G2,G3 & G4 but confirm no G5 for me, They have ruin their image on me
See, this is the thing i don't understand. Every damn phone has issues if you check on the boards. Someone who has used flagships for a few years knows this.
you had no problems with G2 & G3. So really only one out of three gave you trouble.
Are you paying out of pocket for mobo replacement ? no.
has LG refused warranty ? no
You think samsung will be good, but if there is a problem in the future with samsung you will say the same thing.
Then who will you run to
One Twelve said:
See, this is the thing i don't understand. Every damn phone has issues if you check on the boards. Someone who has used flagships for a few years knows this.
you had no problems with G2 & G3. So really only one out of three gave you trouble.
Are you paying out of pocket for mobo replacement ? no.
has LG refused warranty ? no
You think samsung will be good, but if there is a problem in the future with samsung you will say the same thing.
Then who will you run to
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Never heard that Samsung have such kind of major issue, I was surfed local forum and all said most of serial number from 505-509 are affected (not just a few units), If I am LG, I will do a recall instead of to wait us to get problem and then get repair, I lost all my datas, mobile banking etc, That's the sux thing for me, if they do a recall, then the kind of crappy thing won't happen to their customer!
ADDED "A Callback from LG Jordan"
This post will be kept up to date with my story.
What happened?
As you may or may not know, a lot of LG G4 devices are becoming paperweights after a while due to manufacturing defects straight from LG. LG admitted that there definitely is an issue, and has claimed to take full responsibility for this. They have pin pointed the issue, and now know how to solve it.
What exactly is the issue?
What I'm talking about is ILAPO, or Infinite Loop Auto Power Off. What actually happens is that over time, loose connections between the CPU and the main board just cut the power off of the CPU. The CPU is a Snapdragon 808, what this means is that there's basically two CPUs inside the device, one that is quad core, and another that is dual. The problem is apparently specific to the dual core CPU, because turning the two cores off might prevent this issue from happening again. Once that CPU is disconnected from the board, the device hangs for about 5-10 seconds and then turns off and doesn't turn back on normally.
This issue is present on a lot of LG G4 devices, but is apparently most common on devices with the serial number that starts with 505. I have (had) a G4 with this serial number. And I was no exception of this issue. After exactly a year and a month and 5 days, I got ILAPO while chatting on Hangouts.
What I did (So Far):
Consulting XDA Members:
So first of all, I have contacted one of the best I've known. He has the experience, and my intention wasn't to nag to him about it, it was to be more of a guinea pig if he needs to extract any info from people who have this issue. It's none other than @autoprime
We went on and on in the IRC chat trying to see if I can at least boot into something. What I could get to was the following:
- LG logo
- TWRP Recovery for 1 second (couldn't press any button there)
- Download mode for 1 second (not enough for a connection to PC)
- VERY RARE 2-3 minutes of normal boot
Trying with LG:
Now I have heard of many tricks to temporarily solve this issue, at least to get my data back. But since LG claimed that they would fix/replace the device, I went ahead and contacted LG, then actually got up and went down to their official repair center in my country.
Their reply was that my device is an LG G4 H815, and what they sell is an LG G4 H815P so they refused to fix my device. My device wasn't bought straight from LG, it was imported from another country. They claimed that they would fix it if it was bought straight from them.
Trying with the shop:
I then went to the shop where I bought it from, they had no idea where the device came from, but took the device and took my phone number to try and fix it themselves and see how that goes. I waited 3 days and then they called and said that they actually fixed it for only 30$. I was SHOCKED! I went straight to them as soon as I hung up and then turned it on in front of them. 2-3 minutes later, it froze, turned off, and went back to ILAPO. I took the device without paying anything.
Trying with LG again:
So my next step was to figure out where this thing was imported from, and contact that LG branch.
I have tagged LGUS on Twitter hoping to get some assistance from there, and I did get a reply. They said I should contact LG Levant for assistance. After sending them an email, this is what I got as a reply. This is a copy-paste of the reply, this is how bad they are at English-ing. Terrible:
Dear Rawad,
I am apology to inform you that, Lebanon service regulation is to maintain product from local sales by offecial distrebutor, you can refer to any connection to get repaired your mobile from related country of purchase,
appreciate your understanding...
Regards,
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So this was hopeless, off to another way for customer "support".
I went to LG's website in the US and contacted them via live chat. The following is the transcript:
9:04 AM Eunice: Hello Rawad Zahreddine. Welcome to LG Electronics U.S.A. Support only. How may I provide you with excellent service today?
9:04 AM Eunice: Hi, Happy Monday to you! I am very sorry to keep you waiting on the line, not a problem, I'll make sure to provide you the best customer service. I hope your day is doing well.
9:05 AM Rawad Zahreddine: hello, no problem. I have an LG G4 and just experienced what is called ILAPO
9:05 AM Rawad Zahreddine: i live in Lebanon and the phone was imported from outside the country so LG Lebanon refused to fix it
9:05 AM Eunice: Hi, Rawad! May I know what ILAPO is?
9:05 AM Rawad Zahreddine: Infinite Loop Auto Power Off
9:05 AM Rawad Zahreddine: it's a known issue with LG G4 with the serial number that starts with 505
9:05 AM Rawad Zahreddine: and LG made a statement to fix this issue for free
9:07 AM Eunice: I am very sorry to hear that, Rawad. I do apologize but the phone model that you have is an international version of g4, you may have to be in contact with the country the device was manufactured for to be able to fix the issue you have on it.
9:07 AM Rawad Zahreddine: the thing is that I don't know which country to contact
9:07 AM Eunice: Time From Text9:07 AM Donato Nascimento that is not what I need
9:07 AM Rawad Zahreddine: Is there anything you can help with?
9:08 AM Eunice: Not a problem, I can take a look what country to ask for help with regard to your phone.
9:08 AM Rawad Zahreddine: ok, thank you
9:08 AM Eunice: I also need the IMEI or MEID; DEC or HEX number from the settings of the phone/tablet, under about phone/tablet, phone/tablet status or at the box or at the receipt or at the back of the phone when you remove the battery and the back cover (if you have a removable back cover).
9:08 AM Rawad Zahreddine: IMEI: XXXXXXXXXXXXXXX
9:09 AM Rawad Zahreddine: I can send the S/N as well if you want it
9:10 AM Eunice: Thank you for waiting, upon checking here the phone model that you have was manufactured for LG Korea.
9:10 AM Rawad Zahreddine: yes, H815 SEA
9:10 AM Rawad Zahreddine: so that makes sense
9:11 AM Eunice: You may have to be in contact with LG Korea to be able to further assisted, Rawad.
9:11 AM Rawad Zahreddine: okay, any link to their support would be very appreciated
9:12 AM Eunice: %LF:ForcePage% http://www.lg.com/global/index.jsp I do apologize, unfortunately This Live Chat page, is for customer support for products made for and sold in the United States; we do not have information about products in other countries. Please go to http://www.lg.com/global/index.jsp and select your country for proper support
9:12 AM Rawad Zahreddine: thank you very much, have a nice day Eunice!
9:12 AM Eunice: You are most welcome, Rawad.
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Basically I gave them my IMEI and they told me that this was made in Korea and that I should contact LG Korea. So I went to LG's website in Korea, and with a lot of Google Translate I have sent them an email explaining my situation. No reply yet.
Hardware Mods:
So this has been hopeless, LG doesn't want to respond to anything. So I tore it down. It takes literally less than 10 minutes to get to the main board alone. Just unscrew the screws, clip off the plastic, clip off the two cameras and the screen ribbon cable, then clip off the main board (one really small clip at the bottom will do).
I then stuck it in the fridge for an hour. After that I tried to normally boot it, see how far it goes. It booted to CM and then after 20 seconds it froze again and back to ILAPO. So I stuck it in the freezer for 4 hours.
Now I know about condensation building up inside the component of the board, but at this point I stopped caring. LG didn't care, so why should I? After 4 hours I got it off the freezer, built it back again, and went to download mode and flashed the 5.1 KDZ hoping to flash the BIG core disabler fix and see how that goes. To my surprise, every flash went smoothly. I got it back to 5.1, and flashed the fix. But then while it was booting the first boot, it froze and went back to ILAPO.
So now back to the freezer for another hour.
LG Lebanon on Facebook:
This is bad, I went ahead and ranted on LG Lebanon's Facebook page. You can read what I posted HERE or below:
Straight up liars making us believe that LG will fix their own devices' issues, when in fact they always refuse fixing anything because of some reason.
My LG G4 was YOUR PHONE. It has an LG LOGO on it and the fact that I live in Lebanon means that YOU are responsible for whatever defect your device has.
You did not agree on fixing the G4's hardware defect and you were never able to offer good customer support (seriously I've seen customer support replies from china that had better English than yours).
Even though you actually admitted that the LG G4 will be stuck in a bootloop after a certain amount of time, you always found a reason not to fix it on your responsibility.
I'm never buying a product from LG again, be it mobile phones, refrigerators, washing machines, microwaves. Because I'm sure that you won't fix any of them either.
That's 600$ down the drain after about a year.
So they commented saying they'll call me. After two days they did call and I explained everything to them. They said they're going to call me back in 4 days and let me know if there's anything they can do. But they made me understand that there are limitations to what they can do since they cannot offer a full warranty repair/replacement. So they might be able to offer a discounted repair or a discount on another product.
5 Minutes later they called again, asked for my specific model number: H815 SEA. And then they asked for the Serial Number. After that they told me they'll check from which country the device was imported from and they will contact them and then give me a phone number for me to contact so I could MAYBE try and ship it to the original country where it came from and fix this.
So now we agreed that they would call me back on Monday to see how we can solve this issue.
The Callback and its aftermath:
So they called me back on Monday and told me that since it was a weekend, they couldn't progress any further with my issue and said that they sent a reminder email to the "guys at the service center" and that they'll call me back again either the same day (Monday) or "tomorrow tops" (Tuesday)
They called me not Monday, nor Tuesday, but a WEEK and a HALF later asking for my serial number AGAIN because "we must have typed it wrong by mistake". It took them about 10 days for them to realize it was a "wrong S/N" which is a total lie.
After about two days I posted again on LG Lebanon's Facebook page. They told me to come down to their service center for "further assistance". I went down, they took my S/N YET AGAIN and told me "we got some info about the device but we need more time, so give us your name and phone number and we'll call you back".
After a day, Facebook was suddenly filled with angry people, including myself. Here's some of the posts from us to LG Lebanon on Facebook:
Dear Facebook friends,
Today marks the day I pause my rants about all that is wrong in the world and redirect all that anger towards LG Lebanon.
I would kindly ask you to share this post when you read it if you agree as I do that something fundamentally wrong is going on.
Today's post will include a list of expectations that you should equip yourself with when buying an LG phone:
1) This phone (along with thousands of other phones with serial numbers starting with 505 to 511) will have a manufacturing bug and will self-destruct 9-10 months after you pay $500 to buy it.
2) You will be told that the problem is just a bad shipment whereas the truth is that LG released an entire generation of bad phones and launched it into the world.
3) If you bought your phone from outside Lebanon, LG Lebanon will claim that it is not their responsibility to fix it (Got it from the Bahamas? Book a ticket and go fix it there or wait several months until we ship it to Korea and then return it with god-knows how many flaws. PERFECT PRACTICAL PLAN!).
4) If you bought your phone from Lebanon, you're in for quite the ride! Read ahead!
5) You will complain and the receive a call from the LG Marketing Department (Not Service Center, Marketing Department) who will promise you that everything will be okay and that the elite customer service is all they care about.
6) A marketeer will track down the job number of your phone and tell you that it is now in the hands of the service center and should be done in no more than a week. She will confidently add that if the fixing process takes more than 10 days, your phone will be upgraded to a brand-new LG G5 according to a policy issued by LG HQ in Korea.
7) Days will pass by and none of the promises will materialize. When you call to check up on the status of your phone, the marketeer will say she didn't promise you anything and that she does not have the authority to upgrade your phone after she promised she would do so.
8) You will get mad because a lady on the phone is challenging your intelligence after her company ripped you off. You will ask to speak to a manager, she will say that will redirect you and instead hang up the line.
9) You will try calling again but you will not be answered no matter how many times your tried because LG are probably sick of you being right about them being filthy little dealers.
Until I get a proper phone that is worth my time, money and rants, stay tuned for more absurdities sponsored by LG Lebanon!
Here we go again:
CC: Rawad Zahreddine Farah Masri Zahreddine and all those having an experience of a lifetime with LG Lebanon
Last week I spent more than 3 hours exchanging phone calls with LG Lebanon and was finally promised that my phone will be fixed/replaced/upgraded "by far" on Monday or Tuesday. (all 3 options I would have been satisfied with)
Maria (again) promised that LG has been instructed by the Korean offices to take in any phone with a valid warranty and a manufacturing problem and upgrade the LG G4 to a brand-new LG G5 if the fixing process takes more than 10 days. My phone satisfies the criteria that you set since I have bought it from a legal channel here in Lebanon and Maria made sure of that after I gave her my IMEI and SN.
Here I am two days after the deadline that YOU gave me ended, yet, not only have I received nothing, but Maria is telling me that she has no authority to make sure her promise is fulfilled.
Two questions come up here:
1) Who authorized this marketeer to make such promises and why does she suddenly lack this authority?
2) Why is your marketing department handling manufacturing issues and making promises on behalf of the company, and then breaking these promises?
I waited till today to call since I was previously asked by your marketing department to give you the "benefit of the doubt" and approach this with "good faith" (literally). When I finally got in touch with Maria again she said that there is nothing she can do - she wouldn't even track the job number of my phone after I asked her to do so twice.
The conversation intensified after she tried to dodge the fact that she made clear promises to me, and when I asked to speak to a manager she said that she will redirect me to the Administration/Services.
Instead of redirecting, she HUNG UP AND THE LINE WENT DEAD.
Of course, before she hung up, she warned me that the phone call is being recorded (What is that supposed to mean? Is LG going to sue me because they stole my money? - I would love to entertain myself and see that happen. If anything, these recordings should present evidence of the promises that your marketing department set out before me last week).
I called again and again afterwards and there was absolutely no reply. I had to get in touch with my local dealer so he could get in touch with your offices because I wouldn't be surprised that you would go to the extents of blocking a customer's number just because he/she is right about your filthy schemes.
Yes people, I now need a proxy to get in touch with my phone's service company!
I will now happily join Rawad's social media campaign against LG until I get what I have been promised.
Just like LG is willing to cross the lines with its customers (numerous times and in horrible fashions), I will be more than happy to go the extra mile to get what is rightfully mine.
After receiving a call from Maria in the marketing department, I thought my communication with LG is finally getting somewhere and the $500 I spent on my phone are finally going to count for something.
But no.
The LG company returned my phone (FOUR WEEKS LATER!) to the store that I bought it from saying that its warranty has expired and that is entirely FALSE.
I bought my phone on November 13 2015 (9 months ago) which means that my warranty is still valid for another 9 months! Yet the reply I got was that I have no choice but to buy a new phone since mine is irreparable and that was after the marketing department assured me that LG has the green light from Korea to repair any damage that has to do with manufacturing.
I spent my entire morning on the phone with LG trying to get a hold of someone who can help me but instead I spent an hour being transferred from one department to another without any help whatsoever. I am utterly disgusted by the lack of service.
Make sure that the next time your marketing department promises customers that the service center "will be glad to help", they mean it.
This has been by far the worst experience that I have ever had with a tech company, and I am surprised that LG still prides itself by saying it is one of the leading companies in its field.
A Call from LG Jordan:
After 2 weeks, I posted on LG Lebanon's Facebook Page again with the following:
Aaaaand here we go again... sigh...
So about 2 weeks earlier you asked me to go back to your service center to see what we can do with my situation. You told me that you needed more time to "gather more info about this phone based on its serial number and IMEI" and you requested for "my name and phone number" so you can "contact" me.
Well, first, it literally takes no more than 10 minutes to put the IMEI and S/N in, and look for the country of origin of my device. It took LG US live support 2 minutes to do it. Second, I never got a call back for this 2 minutes task, which really intrigues me whether or not you actually care about your own customers.
I really like the creative ways you're ignoring my situation.
I'm kicking this up a notch actually. You see, me being an XDA Developers Recognized Contributor helps me quite a bit. I can address this to XDA on the forum and get the support you, as the official seller of this device, never gave me.
Not only that, but me actually being one of the producers on XDA-TV in front of 380 000 people might raise the awareness of your poor customer support.
I'm going to prepare for a video to be up in front of that many people. I don't care about my G4 anymore. YOU never cared, so why should I?
I hope you guys will have a blast defending yourself from all the hate comments that might go towards you soon.
Now this is basically me threatening LG. "If you don't give me something, I'm putting you up on XDA's front page"... a TL;DR for you.
After 2 days I get a call from a foreign number. It was LG Jordan's market manager (I think) and they basically have told me that they will take care of my situation and to give them a week to do so. And they have told me to "tone it down a bit on Facebook with all the likes and shares you're getting" and that basically I'm putting the blame on the wrong guy. I'm not putting the blame on the wrong guy, LG is LG wherever it is, but anyway I have told them that I blamed LG Lebanon because they never gave me any way to contact the branch where my phone came from so I can get a fix.
So again, I wait...
A Callback from LG Jordan:
After around 2 weeks I got a callback from LG Jordan. They have told me that my device was originated in Singapore and that I should contact LG over there for a fix. I asked them if I can get any contact info so I can directly contact them, they told me that they're gonna call me back. After 3 days they did call me back and told me that LG Lebanon have been informed of my situation (even though they already knew about me) and that I should come (for the third time now) down to them to get my device fixed.
So I'll do that and see how well it goes.
The Rant:
This has been TERRIBLE. Every LG branch is blaming the other one, nobody wants to fix my phone even though it is totally LG's fault I now have a hard bricked device. They are constantly finding reasons not to fix/replace it. There's no single phone number to call, no single email to send to, no single link for a live chat. Each branch has a different mind set, and one branch refuses to fix another branch's product. This is STUPID!
This is not about whether there's warranty or not. This is about a worldwide defect that is affecting a LOT of users and will keep affecting them as long as they are using their LG G4s. My G4 was THEIR DEVICE. It has an LG logo on it, and THEY are responsible for whatever hardware defect they produce and we buy.
LG has failed miserably with supporting their customers. And they have been straight up liars because they actually made a statement that they would fix this issue. Seriously how much do they get paid for this? I'm an RC here and have offered much better support, and the people who I've supported aren't even customers!
I'm never buying a product from LG again, be it mobile phones, refrigerators, washing machines, microwaves. Because I'm sure that LG won't fix any of them either.
That's 600$ down the drain after about a year.
Unfortunately that's how it is nowadays. You just need to enter your pin, place a signature or pass your money to someone and the deal is done but when something happens to you and you contact them regarding your issue, they basically try to get rid of you as soon as possible and aren't giving you any additional information, all they say to you is exactly the same that you can find on their website. This is regarding everything, from broadband, mobile contracts to home appliances or electronics.
The only service I had success and good customer service so far is Amazon. I bought a laptop on Amazon UK but instead I received some dutch/german version of it, with non UK keyboard etc. I wasn't bothered to complain as the laptop wasn't for me but after a year it started to freeze randomly, I noticed it from the beginning but I didn't really care but after some time it became almost unusable even thought it was a new laptop with decent specs. So finally I decided to try and return the product, unfortunately on their website it said that I cannot do it anymore and even manufacturer was giving only one year warranty which was also confirmed by their live support. But I have good knowledge and I told them that something is wrong with it and one year warranty for a laptop is a joke and guess what they said that I can send it back and they will issue a full refund! It sound unreal but it's probably true that Amazon has better policy than OEMs themselves. Obviously it's only available in small number of countries so not a lot of people can take advantage of it.
I'm keeping this story up to date as much as I can. Rest assure that our case will be mentioned on XDA-TV in one of the Rawad Rants video
This is the reason i created the thread called LAWSUIT against LG for making defective devices..
We have progress there too please go to my thread in general on first page n contact girard n gibbs they are running an investigation on lawsuit against lg...tell them about your experience
Bought this phone last week. Read about this issue and I'm very worried. I'm with an H815P with serial beginning with 505.
Hope that if it breaks (which will most likely do), it breaks within warranty period. However, if it indeed breaks outside warranty period, a lawyer told me that LG has to fix it because it's a hidden defect, which falls inside some consumer laws here in Brazil. And as LG already acknowledged the issue, it would be a breeze to make them fix, and receive some money out of it, also.
My sister also had her G4 ILAPO last year, she bought on September, and it died in February. They quickly swapped her phone with another G4, serial beginning with 602 (LG France). Unfortunately, she lost her vacation photos... (she learnt how to use Google Photos backup now, however).
My phone was bought in Brazil, is registered to Brazil and I have the receipt made for Brazil, so I guess, and hope, that I'm covered. But I can't think of anything other than LG having to issue a recall. This is some serious issue.
Best of the luck for you, man. Following your development and hoping for the best.
My LG G4 sucks! it overheats all the time, the serial number is 505 too!
What phone should i get? The S7 edge is just a stupid gimmick. How good is the Oneplus 3?
Tech James said:
My LG G4 sucks! it overheats all the time, the serial number is 505 too!
What phone should i get? The S7 edge is just a stupid gimmick. How good is the Oneplus 3?
Click to expand...
Click to collapse
a LG G4 should not overheat - eliminate misbehaving apps such as Facebook & Facebook messenger, mine runs so cool that I have to check to see if it is on or not!
---------- Post added at 03:49 PM ---------- Previous post was at 03:46 PM ----------
GTMoraes said:
Bought this phone last week. Read about this issue and I'm very worried. I'm with an H815P with serial beginning with 505.
Click to expand...
Click to collapse
don't be worried, LG has sold over 7 million of these phones, a few hundred or perhaps even a few thousand have broken, which means that 999 out of every 1000 have NOT broken!
it's mostly scare-mongering, don't fall for it!
rirozizo said:
I'm keeping this story up to date as much as I can. Rest assure that our case will be mentioned on XDA-TV in one of the Rawad Rants video
Click to expand...
Click to collapse
Yes please this issue needs to addressed seriously hopefully ur video is going to spread awareness please also mention about the V10 ILAPO recently reported by android authority
WTF? said:
a LG G4 should not overheat - eliminate misbehaving apps such as Facebook & Facebook messenger, mine runs so cool that I have to check to see if it is on or not!
---------- Post added at 03:49 PM ---------- Previous post was at 03:46 PM ----------
don't be worried, LG has sold over 7 million of these phones, a few hundred or perhaps even a few thousand have broken, which means that 999 out of every 1000 have NOT broken!
it's mostly scare-mongering, don't fall for it!
Click to expand...
Click to collapse
you do realize you're basically spamming the site with your nonsense.
we've been scammed for over 600$. Our right to own a device for two years, three, heck... a decade, is now being violated because LG doesn't know how to properly connect the CPU to their board. Why do I have to fall back to my 2012 Nexus 4 after a year of using my G4?
Our right is our right and if you still have your device running fine, don't boast about it much because you're gonna eat your words later... all 505 of them
rirozizo said:
you do realize you're basically spamming the site with your nonsense.
we've been scammed for over 600$. Our right to own a device for two years, three, heck... a decade, is now being violated because LG doesn't know how to properly connect the CPU to their board. Why do I have to fall back to my 2012 Nexus 4 after a year of using my G4?
Our right is our right and if you still have your device running fine, don't boast about it much because you're gonna eat your words later... all 505 of them
Click to expand...
Click to collapse
Actually I'd say it is the bootloop fear-mongers who are spamming the 99.9% of us LG G4 owners who have had no issues! (over 7 million of us)
In fact, this phone is so bulletproof, I am actually buying another brand new one this week for a gift for my GF, since mine has withstood my very abusive treatment for nearly 16 months! (dropped over 100 times, etc.)
I would consider a different phone, but all other phones have shortcomings, and this one has none, whether it's the removable battery, unlockable bootloader to stop ads and bloat, the best camera of any phone, the awesome screen, sound, speed, reception, mic quality, reliability, durability, battery life, etc.
WTF? said:
Actually I'd say it is the bootloop fear-mongers who are spamming the 99.9% of us LG G4 owners who have had no issues! (over 7 million of us)
In fact, this phone is so bulletproof, I am actually buying another brand new one this week for a gift for my GF, since mine has withstood my very abusive treatment for nearly 16 months! (dropped over 100 times, etc.)
I would consider a different phone, but all other phones have shortcomings, and this one has none, whether it's the removable battery, unlockable bootloader to stop ads and bloat, the best camera of any phone, the awesome screen, sound, speed, reception, mic quality, reliability, durability, battery life, etc.
Click to expand...
Click to collapse
Unless you got bored of your GF and you want to split then why not... go ahead with buying LG G4 for her... :good:
WTF? said:
Actually I'd say it is the bootloop fear-mongers who are spamming the 99.9% of us LG G4 owners who have had no issues! (over 7 million of us)
In fact, this phone is so bulletproof, I am actually buying another brand new one this week for a gift for my GF, since mine has withstood my very abusive treatment for nearly 16 months! (dropped over 100 times, etc.)
I would consider a different phone, but all other phones have shortcomings, and this one has none, whether it's the removable battery, unlockable bootloader to stop ads and bloat, the best camera of any phone, the awesome screen, sound, speed, reception, mic quality, reliability, durability, battery life, etc.
Click to expand...
Click to collapse
well good luck.
But stop posting OT in ILAPO related threads.
WTF? said:
Actually I'd say it is the bootloop fear-mongers who are spamming the 99.9% of us LG G4 owners who have had no issues! (over 7 million of us)
In fact, this phone is so bulletproof, I am actually buying another brand new one this week for a gift for my GF, since mine has withstood my very abusive treatment for nearly 16 months! (dropped over 100 times, etc.)
I would consider a different phone, but all other phones have shortcomings, and this one has none, whether it's the removable battery, unlockable bootloader to stop ads and bloat, the best camera of any phone, the awesome screen, sound, speed, reception, mic quality, reliability, durability, battery life, etc.
Click to expand...
Click to collapse
you're totally right, g4 is just a fantastic phone for unbeatable value, would recommend it to everyone
sent from 505 bulletproof G4
I'm from Brazil.
10 months after purchase I ha the ILAPO problem.
I was worried because I had a lot of photos and videos that I need to backup it (I use Google autobackup, but I need the hi res too).
I tried to put in the freezer, not work. So I bake the mainboard. And worked!! At least 23h. ILAPO again...
OH sh*t.
Well, not to loose, let's call LG.
I entered the site, and search for repair. There is a section that you describe the problem and so they send one code to you ship in postal service. So I did.
5 days later, they send me back the phone, and in the service list, they change the mainboard and the battery.
I was worried about the warranty, because,well, I opened the phone, freeze the board, later backed....but had no problem. They fixed and now the phone is OK.
Remybr said:
I'm from Brazil.
10 months after purchase I ha the ILAPO problem.
I was worried because I had a lot of photos and videos that I need to backup it (I use Google autobackup, but I need the hi res too).
I tried to put in the freezer, not work. So I bake the mainboard. And worked!! At least 23h. ILAPO again...
OH sh*t.
Well, not to loose, let's call LG.
I entered the site, and search for repair. There is a section that you describe the problem and so they send one code to you ship in postal service. So I did.
5 days later, they send me back the phone, and in the service list, they change the mainboard and the battery.
I was worried about the warranty, because,well, I opened the phone, freeze the board, later backed....but had no problem. They fixed and now the phone is OK.
Click to expand...
Click to collapse
The only tamper indicator that I found was the sticker that changes colors when the device is damaged by water. Even that sticker didn't get triggered when put in the freezer. So weird :cyclops:
But anyway, it's great that you actually had a result with LG!
WTF? said:
Actually I'd say it is the bootloop fear-mongers who are spamming the 99.9% of us LG G4 owners who have had no issues! (over 7 million of us)
In fact, this phone is so bulletproof, I am actually buying another brand new one this week for a gift for my GF, since mine has withstood my very abusive treatment for nearly 16 months! (dropped over 100 times, etc.)
I would consider a different phone, but all other phones have shortcomings, and this one has none, whether it's the removable battery, unlockable bootloader to stop ads and bloat, the best camera of any phone, the awesome screen, sound, speed, reception, mic quality, reliability, durability, battery life, etc.
Click to expand...
Click to collapse
you said you sell phones right.? maybe am wrong but i think you said that not sure. .. no wonder you defending LG...
i love mine.. it had bootloop this i replacement.. but the only thing i hate about LG. is this .. they should give more warranty on the bootlooping devices they have... only for the bootloop issue.. 1 year isnt enough... am against getting bootloop after warranty.. if they are deffective.. i dont care for bootloop during warranty... only after...
I had a dual sim model H818P, and had a bootloop 15 days ago approximatively, I took it to LG mobile service, they told me they were going to replace the motherboard, yesterday they called me and wanted me to swapp it with a new LG V10, I refused, I want my G4 back.
They told me it's going to take some time to import a motherboard with 600+ serial number...
I was on 5.1 rooted with Xposed installed, I had done a Titanium backup fortunately, but what is scaring me is that the new phone they're gonna give me will be on Marshmallow, which is unrooted yet, bye bye to my titanium backup.
Hi ! (Bad english for me ,sorry ,i try...)
I have h815, 506 serie ,not unlocked (afraid ! and want to preserve waranty) ,rooted with Lp Genesys ,since the begining of december 2015 .....and never problem .
I already have heard this problem of 2 big cores story (who eventually cause this bootloop illness ??? Really? True?) and with Aduitor i seriously have undeclocked it to 960 mhz for a long time ,thermal control enabled ,with "ondemand" on these big cores for less request in performance ,in case of.....i don't know if i'm true ,if it really preserve the hardware ( like informatic computer with less temperature in case of underclock, for example...)
Loulou-13 said:
Hi ! (Bad english for me ,sorry ,i try...)
I have h815, 506 serie ,not unlocked (afraid ! and want to preserve waranty) ,rooted with Lp Genesys ,since the begining of december 2015 .....and never problem .
I already have heard this problem of 2 big cores story (who eventually cause this bootloop illness ??? Really? True?) and with Aduitor i seriously have undeclocked it to 960 mhz for a long time ,thermal control enabled ,with "ondemand" on these big cores for less request in performance ,in case of.....i don't know if i'm true ,if it really preserve the hardware ( like informatic computer with less temperature in case of underclock, for example...)
Click to expand...
Click to collapse
Do not be afraid! - I have 505 and I had Genesys long ago with LP
try Stock MM 20D - it is *much* better than Genesys and phone runs very cool and fast and bulletproof!
WTF? said:
Do not be afraid! - I have 505 and I had Genesys long ago with LP
try Stock MM 20D - it is *much* better than Genesys and phone runs very cool and fast and bulletproof!
Click to expand...
Click to collapse
.....and no root with MM ?! or the risk to unlock it ...
.....and he Genesys have impressive battery life ,but after when my phone is still alive i will take pleasure with this formidable best rom, known and renowned : the imperium MM !!!!