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Fonesafe = TERRIBLE HORRIFIC CON INSURANCE

for those potential t-mobile uk HD2 buyers, or those who are looking for insurance, DO NOT, i repeat, DO NOT get fonesafe. they are nothing but a bunch of CONS!
took 8.99 Pounds out of my account every month to cover for my HD2, told me phones are replaced within 48hours in their policy. ALL LIES!
i lost my phone on friday, called them up on saturday to report, they told me the claim form will be emailed to me in 5-10minutes. i waited like 1 hour, nothing. called them back, second rep told me will be despatched within 2-3 hours. waited till 5pm when they close and still nothing. come monday, waited till lunch hour, still nothing. had to call them up again, twice, just to get them to email me the claim form.
when i finally got the form, to my surprise, it was empty despite having reported and logged my case on saturday, and i was told just to sign and fax over the form. got conned again. so i filled up the form, faxed it over immediately on monday afternoon, called them on tuesday afternoon, and guess what? they told me they have not received my claim form.
i rushed over to t-mobile store where i faxed it, the manager assured me the form was faxed yesterday. call fonesafe again, now they told me they have it and it would take 3-5 working days to process it! their policy clearly states that 48hours is all they need to get a phone despatched! this is a major CON!
until today, i have not heard from them, and it's been 3 days now. i called them up again this morning, same crap they told me 3-5 working days. HORRIBLE HORRIBLE SERVICE! i even have to pay for a SIM card replacement myself, which is 10 pounds, not to mention the 30 pounds charge if they ever decide to send me a phone.
i have done everything for them, reported my case to police, provided them with every bit of info they need, and still the process takes that long! talked to my co-workers about this, they said they never had problems with O2 or Vodafone. one day and a police report is all they give, and the phone is despatched the very next day--all done within 48 hours or less. no hassles of faxing, calling them up 6-7 times just to get a blank claim form and not to mention spending more than 20 pounds calling on phone credit. RUBBISH!
can UK users please recommend a good insurance company for me to insure my hd2? i cant trust fonesafe anymore, NEVER EVER.

I dropped my phone in the toilet a month or so ago and I had my HD2 replaced within 5 days, and it only took that long because no stores had one in stock! I thought Fonesafe did a great job and I'd recommend them to anyone. Sorry to hear you had such a bad experience.

I think its disgusting how we're treated by these companies, they're all based on lies you can't trust anything they say
do these people have an address? if i were you I'd go there and kick ass until you get what you've paid for, keep us updated

Why not put the £8.99 monthly fee in a bank savings account? If you do that for all these extended warranties (ie TV/washing machine/etc). Then if something fails/gets lost/flushed down the toilet then you can draw from the savings account.
The vast amount of these policy premiums pays commission, salaries and huge profits for these warranty/insurance companies.

sorry but how can the hd2 fall into the toilet?
i cant understand ^^
DN41

Alcohol + 5am + Checking where my taxi home is while in the toilet = Bad times

uh yeah
not really nice...
and this i why i'm gonna leave my hd2 at home when i go to parties.
i just grab my moto c121 and nothing will go wrong
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DN41

do a quick search in google for "fonesafe insurance review" and you wont be surprised to find that more than 97% (if not more) of all fonesafe customers are extremely pissed off with their CON service.

alexnvidia said:
do a quick search in google for "fonesafe insurance review" and you wont be surprised to find that more than 97% (if not more) of all fonesafe customers are extremely pissed off with their CON service.
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ummmm no, only people who have issues bother to post online. the rest just get their new phones and enjoy it. 2 of my friends have gotten brand new phones through them, 1 for screen and the other for losing it.
STOP SPOUTING BS!!

shandoli said:
ummmm no, only people who have issues bother to post online. the rest just get their new phones and enjoy it. 2 of my friends have gotten brand new phones through them, 1 for screen and the other for losing it.
STOP SPOUTING BS!!
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if they are really that good, then why are we having this discussion? and the BS about only people having issues bother to post online is again, BS. if again they are that good, lots of people will be giving positive feedback and recommending it to everyone. it's like ebay, or amazon, the reputation of the insurance company is judged by real life customers. i dont see any reason why if they are really that good that almost all the reviews i dug up about them are nothing but rubbish, unless fonesafe is really rubbish. i myself am having first hand experience with their extremely poor customer service. even my co-workers on other network told me fonesafe is total crap.

alexnvidia said:
if they are really that good, then why are we having this discussion? and the BS about only people having issues bother to post online is again, BS. if again they are that good, lots of people will be giving positive feedback and recommending it to everyone. it's like ebay, or amazon, the reputation of the insurance company is judged by real life customers. i dont see any reason why if they are really that good that almost all the reviews i dug up about them are nothing but rubbish, unless fonesafe is really rubbish. i myself am having first hand experience with their extremely poor customer service. even my co-workers on other network told me fonesafe is total crap.
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Listen you drama queen. You think T mobile would endorse these guys if they were rubbish? Get off your high horse and be a bit patient.

Everyone should check with their home insurance policies as most of them would cover your personal possessions(sp) including mobile phones. It will cover for lost or stolen phones.

Guys, just insure your phone on the house insurance...all mobile insurance is a con.
It costs me £20 per YEAR to insure my phone (also covers the wifes phone too) against loss and damage.

Thats fine if you own a house! Most student insurance wont cover mobiles etc unless you have a addition premium
I pay £4.99 a month with O2

Fonesafe what a joke of a company !
Shadoli...... you dont happen to work for fonesafe do you?? Why the hell does it seem to bother you so much to believe that there a shody company? Fonesafe insurance is a big con i have had it since 2006 and never had to make a claim up till now and they've constantly increased my d/d without any paperwork and when questioned they said the premiums had gone up fair enough water so i was paying full premium when it comes to claiming. I dont get any accessories covered although I pay the full new premiums which it should be included in as im an old loyal customer im on the old t&c's so i dont get any of that but still pay for it so i also had to pay £10 for a sim and no cover for my mem card and case.
They are willing to take my money every month but not willing to replace my phone as it has been discontinued ok fare enough but at least they should have the courtesy to offer me something decent but no that's too much to ask they as they claim as my phone was discontinued its not worth as much as it was before and they could only offer me something of a lower value. The least they can do is match the spec as it says in there agreement its a total rip of and there are better companies offering cheaper insurance now.
As soon as my claim is settled whether it be through fonesafe or through my lawyer just on principle they are gona get it!
alexnvidia - Goood luck !
Shadoli - I hope you'r with fonesafe and have the pleasure of claiming from them

shandoli said:
You think T mobile would endorse these guys if they were rubbish?
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BBBBWWWWAAAHAHAHA....Are you serious? Do you really have faith in your courrier?
MY answer is YES I KNOW T-MOBILE WOULD ENDORSE THEM IF THEY WERE RUBBISH. As long as the money talks the big biz is going to walk that walk. All electronics vendors eventually pickup a ****ty insurance policy or third party and it's always shotty. They give enough to keep credibility up, but if something falls thru a crack, THEY HAVE YOU FOR DINNER.
I don't get why everyone's always siding with a damn carrier or big company. WHEN will you realize they don't give two rubbers if they messed up. They got money from you for several years straight and now there's nothing you can do.
I don't know anything about a Fonsafe or anything. But I can tell you, INSURANCE IS ALWAYS FAITH BASED. You are putting a huge "what if" in the hands of people who have your money first. It's easy for things to go foul and in insurance biz, they often do. It's lucrative and all about profiting off our need for security.
Plz get off the tshmo nutz and get real.

I lost my phone back in March. On returning to the uk I rang them. They wouldn't cover me because I didn't realise that you need a crime number if you lose it whilst abroad.
I didn't know that, my bad for not having done so.
The thing that really peed me off was that they continued to take the monthly premium even thought they knew I no longer had the phone.
I rang them and they said that I hadn't cancelled the contract- I explained that I had assumed that it was obvious that i no longer wanted cover for a phone that I had reported as lost and that I had blacklisted.
Tough was their reply you should have read the T&Cs
I tried to get my money back under the direct debit mandate but they blocked it.
They are scum and owe me nearly £80.
If you want insurance use a third party company- have a look at money supermarket dot com.

i`m with tmobile uk, think i`m with fonesafe too. gotta say think there **** myself. unhappy with having to pay money to them when making a claim, thought the monthly direct debits were to cover this??????? they wanted an extra £25 when i had to claim because my screen was smashed. the next time i have to make a claim this goes up to £50 then next time its £75!!!! may have to claim again because my phone wont charge so there`s an extra £50 i`l have to pay. there a ****ing joke! 02 were the best phone company i`v been with like a couple of guys have mentioned. 48hr delivery no extra charges involved, no nonsense.

t-mobile compile a spreadsheet of customer complaints about fonesafe on a weekly basis. They do not take into account the severity of complaint- eg the fact that they have been stealing money from my account.
This spreadsheet under represents the degree to which Cpp fonesafe are shafting customers given that not everyone will take their complaint to t-mobile.
If fonesafe really gave a **** about customers they would not make you dial a 0845 number- they would have a 0300 number.
When I get the time I will report them to the FSA and set up a paypallsucks type site in the USA to warn people that they are scum.
I did email t-mob and to be fair a UK based member of staff rang me back- he admitted that fonesafe were out of order but said that his hands were tied.
I accused t-mobile of washing their hands of the situation. I reminded him that the instore staff aggressively push fonesafe and that had it not been recommended at the point of sale I would have probably got a better deal elsewhere.
He said that he would phone their contact at ****safe, unfortunately I lost his direct line and am waiting for someone at t-mobile to get him to let me know how it went.
I was treated with contempt by foneunsafe but t-mobile are in part responsible and I may well leave them because of fonesafe. i have been with t-mob for 13 years and do not particularly want to leave them but they are making money from the misery of their customers.

shandoli said:
Listen you drama queen. You think T mobile would endorse these guys if they were rubbish? Get off your high horse and be a bit patient.
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I've been patient for 36 days so far, now I suggest you get off YOUR high horse and stop defending a company which is nationally renown for treating us consumers unfairly. Unless you are in-fact a Fonesafe representative then I suggest you take a step back a second and realise that just because you had ONE good experience with them, does not mean that they are a suitable outfit.
My experience with Fonesafe only mirrors everybody else's. I've thought about this now for a few days and I've come to the conclusion that I should post this, so that people can read it and realise that their - Fonesafe - Service, is garbage, quite frankly.
-------------------------------
Hi everybody,
I hope you can take the time to listen to my story, it's quite an interesting one. Considering I've mentioned the word Fonesafe, I'm pretty sure you'll already know that it's going to be interesting.
The tale starts here;
On the 14th December 2010, I lost my iPhone 4 - 5 months into the contract. I immediately jumped in my van, left site and went home. I got on the phone to T-mobile within 2 hours of losing the handset, give or take. They blocked it for me and said that I should now report the loss to Fonesafe, and to make sure I do this within 24 hours, I did it within 24 seconds - No messing.
On the letter I have sat infront of me, right now. It says in Your phone replaced within 48 hours*. The disclaimer being that the 48 hour timeframe is "Not guaranteed in cases of damage or claims made over a weekend". The letter states absolutely nothing else, I have no T&C's, I've never been sent any, and never been made aware of what they told me. They basically said that I have been mis-informed and that the letter is wrong. What it should say is that the 48 hour replacement period is from when the claim has been approved.
On to the approval process then;
I called Fonesafe on the 14th to register the incident, I was told that now I had made a verbal statement I was to print off a 'claims form' which had been sent to my Email address, fill in the details of the incident and provide a written statement so that they can cross reference it to my verbal statement. I was told I could either, scan it in & email it back or Post it to X address or Fax it to X number, either from personal machine or my local store.
I asked why they needed both a written declaration and a verbal one, they said "The iPhone 4 is a very sought after handset and with it being so close to Christmas, we receive a high volume of fraudulent claims. We like to check the claims for these handsets very thoroughly, especially at this time of year". I wouldn't mind but I pay DOUBLE what most people pay for insurance, purely because "It's a sought after handset".
Anyway, I printed the docs off, I filed them in, I scanned them in and I emailed them off. I called back on the 15th to make sure the documents had been received. They hadn't - "Send them again Mr. Bebbington." So, I sent them again, whilst I was still on the phone, "yes that's great all in order, we'll be in contact within the next 3-4 working days"... "3-4 working days!?" I bleated. What could I do, there was no rushing them, they wanted to make sure my claim was honest and that I'm not some council estate yuppy trying to prise a quick few hundred quid from their hungry corporate paws. I can't quite understand it, my last insurers were informed of a loss at around 6pm and I had a replacement handset by 9am the following morning.
3-4 working days goes by, it's the weekend. I hear nothing. I call them up again on the 20th December, go through the droning security questions for the 3rd time and explain I received no call. To cut a long story short, they told me the documents weren't in order and I'd need to send them again. JOKE! I opted for a different route this time, I sent them via fax, from my local T-mobile store. I unfortunately missed their call centre on this day as I didn't return home in time. So.. I called them the following day and was told that after Christmas I should receive a call.. Yeah, you guessed it. I didn't.
I call them again on the 28th - "The document is missing your signature" - "No it isn't" - "Yes it is" - "How is it? I signed it myself, the day I wrote everything out" - "Alright then, it's not missing your signature, but we can't read the bottom of it, which is where your signature should be". Oh right, so it's my fault that T-mobiles fax machine is flipping useless, is it? I Faxed it again, that day from my Girlfriends ward at work. Rang them again, that day. Everything is in order. Only now, this week have I had some reprieve from them. I should tomorrow be receiving my handset. So that's taken 34 days so far, and there's still no saying wether the handset will appear?
I also, still have no replacement sim card. Therefore T-mobile haven't even given me the means for them to supply service to me.
Many thanks, Orrin.
Since writing this, I have spoken to Fonesafe on the 4th, 6th, 10th, 12th, 14th & 17th of January. The phone call of the 17th was them confirming the completion of my claim and telling me that My handset would be with me within 48 hours. Guess what.. It's still not here.
I spoke to them on the 19th (Yesterday), 3 times. Once in the morning, to tell them where my 'safe place' was, once at 13:30, when RMSD stop delivering, stating that I still hadn't received it and it was unlikely that I would. I was told by the female representative that "they deliver 'til 8pm at night." Which is a complete pack of lies. Anyway, I waited until 17:30, called back and was told by a chap that the phone had actually only been despatched at noon that day and I would receive it tomorrow - Which is today. I've still not received my handset.
I just got off the phone to Fonesafe, I'm absolutely furious at the moment. I was told by a very, very helpful guy there called Craig that, the last visible record he had of my call was on the 17th and that there are no notes on the account saying that I'd called with queries or that the phone had been despatched at all. He gave me the number for Regenersis, who send out the REFURBISHED handsets, I've to call them tomorrow to see where we are up to.
I'm so glad I paid top whack for a phone, only to have it replaced by somebody's cast off.
So then, I'll call Regenersis in the AM, That's another 0844 number, which will only add to the already £48 bill I have racked up calling Fonesafe and T-mobile over the past month and a bit.

Faulty phone and problems with Samsung Customer Service - Help Needed!

Hi Guys,
My story is quite long, but I wanted to include many of the details so you could imagine the situation I am in. I don’t have the intention of rooting the phone. I paid £440 of my hard earned money and expected good quality product and prompt, helpful customer care and service in case of any problems. I would appreciate any help which will enable me to resolve the matter as quickly as possible.
I'm in the UK. I purchased the Samsung Galaxy S (I9000) from an online shop on 4th June and received it on 19th. After a while I noticed there is a problem with the accelerometer. It manifested itself especially in Layar app and other applications using accelerometer to relate the phone to the ground, plus Asphalt 5, Krazy Kart Racing and other games using Accelerometer. When I hold the phone level in the horizontal position it was clearly pulling to the left side. To achieve the perfect level I had to rotate the phone slightly clockwise.
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Unfortunately the 28 day return period expired as I was on holiday for over 3 weeks before I noticed the fault. I decided to contact Samsung directly and not go through the online shop as it would be much longer way. I was advised to go to one of the service locations near me and show them the fault.
I did exactly that on 14th Aug. Went to ECT, they said they cannot repair it and will send the phone on 16th Aug to Samsung Repair Centre and it will take up to 10 working days to get the phone back.
14th Sep – ECT rang me they received the phone but it is still faulty (after 1 month!). I rang Samsung Customer Services (SCS) and raised a complaint, which was given high priority. I was told someone from Complaints Dept will get back to me on this within 24-48 hrs; I get no response.
16th Sep – Contacted SCS, spoke with Person1 who arranged new repair with SBE Service Centre and promised it will be treated as top priority and will be repaired the same day SBE received the phone.
17th Sep - ECT sent the phone to SBE as agreed day before.
18th Sep – Person2 from SCS wrote to ensure my case has been escalated and is treated as top priority.
23rd Sep – Spoke with Person3 to get the update on the phone, they promised to get back to me.
24th Sep – Email from Person3 confirming SBE received the phone on 22nd.
25th Sep – Person2 wrote saying it is treated as a usual repair and will be processed as any other case (denying her words from 18th)
29th Sep – Received email from SCS who raised a complaint for me, and again I should hear back within 24-48hrs; I get no response.
1st Oct – Collected phone from ECT – fault still not fixed (after 7 weeks!)
2nd Oct - Call from Person4. Asked me to send the phone for the third (last) repair attempt in compliance with Samsung Policy.
4th Oct – Sent the phone to Regenersis.
Contacted Regenersis, they confirmed they received the phone and will repair within 5-7 working days.
22nd Oct – After a delay, I received the phone. Original fault fixed, but the phone arrived in worst state then I left it, which was pristine condition, as I really care about all my electronic devices.
- Frame wasn’t fit properly and creaks on both sides of the screen
- Slightly damaged under the cover – sign of unskilful stripping attempt.
3rd Nov – Spoke with SCS – advised to send the phone again or go to the Service Centre to try to fix the creaking frame.
4th Nov – Tried to upgrade the Firmware to Froyo with Kies; upgrade failed; unable to access recovery mode as per Kies instructions. Phone unusuable. 3-button access to Download or Recovery Mode not working on device.
5th Nov – Went to ECT – Engineer told me he won’t be able to do anything with the device as he is unable to access Download or Recovery mode. Gave me details of another Service Centre.
Later that day I managed to restore the firmware on my own using ADB tool to reboot into download mode. 3-button access still not working.
6th Nov – Went to Samsung Service in London. They couldn’t find the reason for the creaking frame. Engineer confirmed there is a clear fault as the phone is unable to access Download/Recovery mode using 3 button combo, although all buttons work fine. They were unable to repair the phone on the premises and would need to take it and send elsewhere to fix the fault. For me this is out of question as I have no guarantee the phone will be fixed quickly, if at all. I simply don’t trust their Repair Centres and I can’t afford another 10 weeks without the phone.
10th Nov – Spoke with person in Escalation Dept. who didn't really pay much attention to my story and said the only thing they can do is to authorise another repair, and was repeating this is their policy and can't authorise exchange unless they fail to repair the single fault three times.
To summarise, the phone was being repaired 3 timed for 10 weeks. Original fault was eventually repaired but it came back in worst state then when I handed it over. Now frame creaks badly and the phone is slightly damaged due to unskilful opening attempt. During the latest official Froyo upgrade it turned out it’s impossible to access Download or Recovery mode, which was confirmed by Samsung engineer. I can’t see the point of further repair attempts as the total costs will be much higher than a cost of a new device, which I was trying to explain to Escalation Dept today. Plus, I cannot afford more time without the phone, which is essential tool in my everyday life.
It is expensive, Samsung’s flagship phone, so one would expect superb quality, but mine appears to be very unreliable and faulty. I also had problems with battery and alarm clock.
I love this phone to bits, but my handset is simply disappointing and on top of all this, the creaking sound makes the phone feel cheap and unreliable. I bought the phone and I even can’t use it as it is being repaired all the time.
I simply expecting from Samsung to step up and admit there is something wrong with my handset and to replace it or at give the refund. I just want the phone which is in pristine condition, just as I handed it over, as the one I had at the moment feels and looks like it is 5 years old.
I am really desperate at the moment and would appreciate any help and advice as to what would be the best and quickest way to resolve this matter and get a brand new replacement from Samsung.
Thank you guys for reading!

I can only advice to get in touch with some legal representation. As far as i know most countries have laws to protect customers. I once bought a stereo that kept breaking down. Although they repaired it 4times it still wouldn't work properly. One letter from a free councillor made them give my money back.
It's never fun to fight the machine but sometimes man has to. Good luck and don't give up.

Speak with your local trading standards office and see what they suggest.
You have consumer rights, and they should be able to help you to get a quick solution.
UPDATE:
A quick look for "trading standards" on the web suggests that you should first try:
http://www.consumerdirect.gov.uk/
Or you could find your local trading standards office and find out if they support consumers, (most only support businesses it seems), by putting your postcode in here:
http://www.tradingstandards.gov.uk/advice/index.cfm
Let us know how you get on.
Mike

Bummer you didn't need to send it in in the first place. You can put the phone on a flat surface and run a program to calibrate the sensor/ accelerometer.
Sent from my GT-I9000M using Tapatalk

This page about Mobiles should help you too:
http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/mobiles/
The main sticking point there is that your purchase is with the seller and so it should be them providing a refund. But it is Samsung who have messed it up and taken an unreasonable length of time etc. Not sure whether you can hold the original shop responsible for Samsung's mess up. I think you could definitely argue for at least a brand new phone, or a refund, but it is who to go after.
You might also be able to get your credit card company involved too, since they might share liability for the mess up if you paid on a credit card.
Basically it is probably worth speaking to an advisor on the consumer direct phone line, and asking them to help you clarify your best approach from here on...
Good Luck
Mike

lgkahn said:
Bummer you didn't need to send it in in the first place. You can put the phone on a flat surface and run a program to calibrate the sensor/ accelerometer.
Sent from my GT-I9000M using Tapatalk
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That's correct... your phone isn't faulty. you just have to recalibrate the sensor.

Thank you all guys for your help and suggestions. I will use them and will try to fight the machine
Will let you know about the progress. if any!
Cheers

I've finally managed to get a replacement phone from Samsung. They authorised the exchange on 15th Nov. They asked me for the three repair reports and when I emailed them they agreed to replace the phone. But it wasn't as easy to finalize as one would hope. They again were delaying everything and it took several phone calls to get it done. But on the Christmas Eve I finally received my brand new phone, my best present this Christmas
But overall the whole Samsung experience was a nightmare.
Thank you all for help and advice.

Make me dread now sending my phone in. I have an issue where the phone doesnt charge as if the port is faulty. If you Wiggle the charger about it sometimes starts charging fine. Its only about 3 months old. I was wondering if it became bent a bit not sure.
Any change someone can take a pretty hi res phone of the micro usb port on the phone so that I can compare to mine see if there is any apparent hardware issue.
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.

Emexrulsier said:
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.
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Years ago when I had the screen replaced in my Palm Vx, I complained to them that I'd sent them a pristine unit for replacement screen, and they'd returned a scruffy refurb in a much lower condition. They agreed that it was lower condition than my original unit, and swapped it again without issue.
However, it could be worth taking a few detailed macro photos (if you can take one) of things like the screen and bodywork just before sending it in, so that you can prove they sent you a duffer if you get a worse unit back. I'm sure this would give you evidence required to argue your case if needed.
Mike

Emexrulsier said:
Make me dread now sending my phone in. I have an issue where the phone doesnt charge as if the port is faulty. If you Wiggle the charger about it sometimes starts charging fine. Its only about 3 months old. I was wondering if it became bent a bit not sure.
Any change someone can take a pretty hi res phone of the micro usb port on the phone so that I can compare to mine see if there is any apparent hardware issue.
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.
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Do you have the same problem when connecting USB to the computer?
I wish you won't have the same problems with Samsung like I had. I also noticed they dont use any gloves when handling your phone as mine had finger prints all over.
Like xpcomputers advised take some photos. Although they like to stick to their 3-repair attempts policy so if after first repair your phone is damaged they will ask to send it again to fix the damages or replace the damaged part!!! They really ridicules and you need to have a lot of patience and be persistent with them.
I advise you though to send it for repair as your fault can get worse with time, to the point when you wont be able to charge at all. And fingers crossed you won't have any other issues.

Seeking for customers who had good experience in samsung fixing the sds problem!
I am a journalist of China Central Television 2. I am seeking for customers who's note2 or S3 has the sds or problem with eMMC and got their phone fix with excellent customer service from Samsung. Because things are not the same in China. Those Customers who are facing the same problem in China got refused by Samsung after service. So, in order to exposure the unfair and bad customer service in China, China Central Television 2 are going to produce a special programme, which compares the different service attitude between British and that in China. We need customers for help, to fight against the unfairness and protect customers rights. We would like to interview you, if don't mind.(We have a bureau in London) And what you need to do, is just tell us your pleasant experience. Or if you don't want to be interviewed face to face, we can do a telephone interview as well. But please reply as soon as you see my message or you can give me a call or text me. It's really urgent!
This is my contact detail:
Miss Wang
07466 547624
Thank you so much for your time and help! I am looking forward to hear from you all.

Share Your Warranty Experiences From Your Country

I have had very poor experience when I sent my phone, SGN, for a service, through my network provider. My phone was replaced with a refurbished phone that its back cover was damaged. Since I'm returning this phone I cannot use it until the matter is resolved, be it by litigation or other means.
Have you sent out your phone for a service before either for the issues XDA members have already extensively covered or for something else? If so, please in short describe your experience in this thread. This thread is created specifically for Samsung Galaxy Note users. Thank you.
Polite notes to the members;
- Please don't use this thread for any technical discussions.
- It is your consumer right to break your warranty and not requiring it. For instance, you wish your Samsung Galaxy Note to have a working eMMC (none defective) before voiding your warranty to use your own chosen ROM.
A polite note to the moderators;
I have checked and there were more threads about Rooting, eMMC bug, and Screen Issues that are still open and active than about warranty experiences.

I had a green tint on my screen after ics update on my note.. After 3 weeks I went to my service center and they gave me a new one
After that bought a note for my wife and while ota upgrading to ics and with the charger plugged in... Some kind of short circuit happened and the screen went crazy...
Rebooted the phone and had some artifacts... The next day I went to a different service center and they gave me a new one as well...
You might be unlucky on that matters
Enviado desde mi LG-P990 usando Tapatalk 2

msedek said:
I had a green tint on my screen after ics update on my note.. After 3 weeks I went to my service center and they gave me a new one
After that bought a note for my wife and while ota upgrading to ics and with the charger plugged in... Some kind of short circuit happened and the screen went crazy...
Rebooted the phone and had some artifacts... The next day I went to a different service center and they gave me a new one as well...
You might be unlucky on that matters
Enviado desde mi LG-P990 usando Tapatalk 2
Click to expand...
Click to collapse
Thank you for your inputs. To help to create a better understanding I would appreciated if you could provide more details please.
- The replaced phones were brand new?
- Were the repair services Samsung authorised?
- Did the new phones were given with Sansung-Made boxes?
As with the OP of the thread that was closed and I the repair services acted with deception. Nothing to do with being unlucky.
My advice for the UK users is that not to use their mobile network providers as they will be worst off, especially if there was further problem with the service itself. It seems UK mobile providers use their own warranty programs which is less in favour to the customers and they do not use manufactures authorised services. Along with the recycling program that they run repair is redundant and replaced with refurbished program. This allows them to make handsome profits from both consumers and the money they charge the manufacturers for the allege 'fix/job'.
No one in this system is willing to take responsibility if the customer is unhappy with the refurbished phone. In such cases a complaint letter has to be written with escalation request to the highest in the company. If the matter still is not resolved then litigation is the final solution.

CSharpHeaven said:
Thank you for your inputs. To help to create a better understanding I would appreciated if you could provide more details please.
- The replaced phones were brand new?
- Were the repair services Samsung authorised?
- Did the new phones were given with Sansung-Made boxes?
As with the OP of the thread that was closed and I the repair services acted with deception. Nothing to do with being unlucky.
My advice for the UK users is that not to use their mobile network providers as they will be worst off, especially if there was further problem with the service itself. It seems UK mobile providers use their own warranty programs which is less in favour to the customers and they do not use manufactures authorised services. Along with the recycling program that they run repair is redundant and replaced with refurbished program. This allows them to make handsome profits from both consumers and the money they charge the manufacturers for the allege 'fix/job'.
No one in this system is willing to take responsibility if the customer is unhappy with the refurbished phone. In such cases a complaint letter has to be written with escalation request to the highest in the company. If the matter still is not resolved then litigation is the final solution.
Click to expand...
Click to collapse
I use samsung centers only..... Yeah In both cases a technician tested the phone in front of me then they come with a Brand new phone samsung original box sealed... The sticker said do not accept this device if the seal its broken etc etc... I opened the boxes and new phones inside... They gave me a new warranty with the new phone' s serial number and that's it.
Edit: well I'm my wife's case her phone was white and they didn't have the white model so they gave me a black one.. So my wife took mines and i got the black wich now I like more xD
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This its the last one I got and i opened the seal you can see in the picture
Sent from my LG-P990 using Tapatalk 2

msedek said:
I use samsung centers only..... Yeah In both cases a technician tested the phone in front of me then they come with a Brand new phone samsung original box sealed... The sticker said do not accept this device if the seal its broken etc etc... I opened the boxes and new phones inside... They gave me a new warranty with the new phone' s serial number and that's it.
Edit: well I'm my wife's case her phone was white and they didn't have the white model so they gave me a black one.. So my wife took mines and i got the black wich now I like more xD
This its the last one I got and i opened the seal you can see in the picture
Sent from my LG-P990 using Tapatalk 2
Click to expand...
Click to collapse
Thank you for your reply and the screenshots. I've been trying to get my old phone back from the repair people to send it to Samsung without a success so far.
I have previously talked to Samsung UK. The first two operators demanded to get all my details before answering my queries and insisting that was Samsung's mandatory policy. Of course, I refused to believe that. The third person said creating a customer account was optional at this stage and the previous two were wrong. They assured me if my phone was beyond repair Samsung would give me a brand new phone and also assured me of their excellent service.
However, I'm pleased you already had a good experience and I don't wish anyone else to go through what I have been through in the past two weeks. This problem might go for another two weeks or more if my mobile provider refuses to give me a brand new phone plus a formal apology.

CSharpHeaven said:
Thank you for your reply and the screenshots. I've been trying to get my old phone back from the repair people to send it to Samsung without a success so far.
I have previously talked to Samsung UK. The first two operators demanded to get all my details before answering my queries and insisting that was Samsung's mandatory policy. Of course, I refused to believe that. The third person said creating a customer account was optional at this stage and the previous two were wrong. They assured me if my phone was beyond repair Samsung would give me a brand new phone and also assured me of their excellent service.
However, I'm pleased you already had a good experience and I don't wish anyone else to go through what I have been through in the past two weeks. This problem might go for another two weeks or more if my mobile provider refuses to give me a brand new phone plus a formal apology.
Click to expand...
Click to collapse
Hope you can solve your issues and get a brand flaming new note
Enviado desde mi LG-P990 usando Tapatalk 2

No Such a thing as Warranty. You are responsible for your own Damages. LOL
Down Here, Phones from samsung retailer cost about 30% more of the outside price.
I always buy from third party vendors.
Funny thing is, My friends who bought from Samsung Retailers at a higher price has more problems than I do.

JazonX said:
No Such a thing as Warranty. You are responsible for your own Damages. LOL
Down Here, Phones from samsung retailer cost about 30% more of the outside price.
I always buy from third party vendors.
Funny thing is, My friends who bought from Samsung Retailers at a higher price has more problems than I do.
Click to expand...
Click to collapse
If you don't have warranty and you are not going on details on how/why your friend who got his device from samsung has 'more troubles' than you... Then you are not contributing to OPs topic..
Sent from my LG-P990 using Tapatalk 2

I had a really bad experience when I gave my phone to service centre in India. I used a dd command to repartition internal sd and got a superbrick. When I went to ssc in Mumbai their guy did some formal inspection to see whether the device was tempered in front of me. He had all the tools to open the back panel( which is below the battery ) infront of him but no he opened it with his bare teeth. When I shouted he just gave me a bland look. Now my phone is working fine but now I am facing another. The phone always stays in charging state. I dont even have the time to go to ssc now and they take like a week to fix it...
They need to improve alot.
Sent from my GT-N7000 using xda app-developers app

The very next day i got my note,i broke my ear phones and i managed to make them believe that it was a damage from samsug and got a new one
Later,after 3,4 months,i got my phone bricked.I followed the pit file method and managed to make it work.Cleared flash counter and went to SSC and said i lost some internal storage
The technician said its a firmware problem and firmware update will clear the problem and he asked whether to update it to 4.0.4
I said to update and it once again got bricked.Actually he got feared as it was bricked in his hands.He tried many ways to make it work but nothing worked
Finally i got my motherboard replaced
And now,once again i got my ear phones damaged
But i dont think they will do it again for me
Edit: I got my ear phones replaced

Update...
I have finally given a brand new phone by my network operator after being left without my phone for nearly a month.
Interestingly, the phone [SGN] had ICS 4.0.3 out-of-box and the newest dated battery I have ever seen. The phone was sim unlocked as well with no bloatware from the NP. I upgraded it to 4.0.4 as soon as I got home. However, the quadrant score is very low on this phone, normally around 3400. I used to get over 4000 on second or third benchmark run.
Don't forget to go to Samsung directly if you live in the UK, you would be better off.

CSharpHeaven said:
Update...
I have finally given a brand new phone by my network operator after being left without my phone for nearly a month.
Interestingly, the phone [SGN] had ICS 4.0.3 out-of-box and the newest dated battery I have ever seen. The phone was sim unlocked as well with no bloatware from the NP. I upgraded it to 4.0.4 as soon as I got home. However, the quadrant score is very low on this phone, normally around 3400. I used to get over 4000 on second or third benchmark run.
Don't forget to go to Samsung directly if you live in the UK, you would be better off.
Click to expand...
Click to collapse
Congrats, man !
It is always advisable to go to samsung direct.
As the network operator company, they will go back to the same sources also.
So, rather than go one round from the network operator, better do shortcut to Samsung.
Always faster, and better service.
:highfive:
PS :
It applies here too. Samsung service center is always act faster and better than the network operator.

I bricked my note 2x in a month last july. Samsung service center gave me back my note with new mobos 3days after i checked it in to be serviced... So technically, this is my 3rd note hehehe.
Sent from my GT-N7000 using Tapatalk 2

I have a bricked Note and I'll take it to SSC by this week.
Pls wish me best of luck

kzshantonu said:
I have a bricked Note and I'll take it to SSC by this week.
Pls wish me best of luck
Click to expand...
Click to collapse
Good luck and I hope everything goes stree-free for you.

kzshantonu said:
I have a bricked Note and I'll take it to SSC by this week.
Pls wish me best of luck
Click to expand...
Click to collapse
Good luck! I broke mine and SSC replaced the mainboard in one hour.
Sent from my GT-N7000 using Tapatalk 2

I took my bricked gnote to mediamarkt in germany and after 8 days they called me for taking it back ... They have replaced the motherboard and it is working great ... ofcourse it took a while for adapting the new MM with the whole device
Sent from my GT-N7000 using xda app-developers app

ashkan_mc said:
ofcourse it took a while for adapting the new MM with the whole device
Click to expand...
Click to collapse
what does that exactly mean?
How's that possible?

warranty
i hope not use it..

had a bad experience , when I returned my bricked phone for service centre in Bangalore , they took 3 days and said they replced the Motherboard, after I took it home realized that the flash wasnt working and when I took it back to the service centre they mentioned that I heated the motherboard and tampered it !!!!! , never to that service centre again and on top they asked me to pay 8k to replace the board as THEY think I tampered it...

Samsung damaged my phone at service centre; denying responsibility

Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.

If you are on contract the network should sort this for you.

sue them.
and don't ask questions in General

deakodude said:
If you are on contract the network should sort this for you.
Click to expand...
Click to collapse
I bought this from buymobilephones.net on a contract with T-mobile. But they aren't to blame, it's Samsung's Bad Customer service. Can I complain to them?

Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2

Theshawty said:
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
Click to expand...
Click to collapse
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?

you can still file a complaint

Jekle_Ace said:
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
Click to expand...
Click to collapse
The engineer damaged or and does not want to take responsibility so puts the blame on you.
I suggest you file a complaint or sue them in civil court.
Sent from my GT-I9300 using Tapatalk 2

Glebun said:
you can still file a complaint
Click to expand...
Click to collapse
Samsung don't care. Apple would of been an easier choice, there Customer Service is impeccable. Just puts a sour taste in your mouth about who you purchase your next phone from?

Deleted.

Well, customer care is also something you have to pay for. Hopefully I won´t have to have my phone repaired.

Samsung Damaged Phone Repair - Choosing a third party service center is better
HTML:
<h1>Samsung Galaxy Note ii / 2 / Galaxy Damaged Phone Repairs - Why it's Smarter to use a third party Service Center </h1>
Third party service center repair shops in the USA are more reliable, much quicker, and less likely to waste your time with Samsung Galaxy S3 / S2 / Siii / or Galaxy Note 2 repairs. The Samsung phone repair needs to be done by a qualified mobile electronics commissioned individual and I use XpressFix Smartphone Repair in Orlando.

Jekle_Ace said:
Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
Click to expand...
Click to collapse
Send it to http://www.freesamsungrepairs.com in Bicester. Ask for Dean and they'll take care of you.

Not only in UK Or USA, Samsung has horrible service and I recently got to taste that for an Unbranded I9300 here in India.
The bezel color came off suddenly and it was a few months old. Reported back to CEO desk, where they took 15 days in delaying and giving me 1 day more needed clauses.
Then I finally got back a call from them telling me , your handset has just crossed 6 months and you cant get the bezel changed FOC. I needed to pay Rs.7000 for that.
I denied, so in vindictive nature, they returned me the phone with my speakers changed, and then the speakers were fully broken.
Again reported back to CEO desk, where my handset was again taken back at a diff service center and returned back yesterday with speakers changed.
Long Live SHAMESUNG .
This would probably be my last product, as this company just sells products but doesnt provide service to customers.

Add Canada to the list.
Months ago I sent my phone in during warranty within the first year of purchase because the USB charging port was screwed up naturally (what a nightmare). This was a terrible design, and if I knew Id need a repair after purchase I would not of purchased the phone. I got it back from repair then and the USB port went again within 4 months, this time out of warranty I blew a gasket because it should never of broke the first time, and for it to break again was that the fault of the repair shop or the design of the actual phone using the USB port? Anyways... This was my second time sending it in for the USB port then I recieved it back damaged. Before I sent it in the second time for the USB issue, I made it clear with Samsung, if it is the exact same problem again, I want another phone, I am not going to replace this part every few months, they somewhat agreed to assess my phone. I explained I didnt want it repaired by the same shop, they agreed and I also made clear with them I wanted them personally to do the work at their location to find out if this is some sort of ongoing problem with the phone. I did not want another third party to just keep replacing the parts in the phone, if something breaks twice on its own, there is a reason with the design. Samsung made me believe that it was going to be dealt with the best way possible, and even my Phone Carrier was made aware of this and totally felt the phone was going to be assessed by Samsung and not just fixed again by a same third party company. My carrier has been informed of the nightmares I've been going through with all of this.
So as the story goes...
Got my phone back from repair last week. Went to post office picked it up, opened up the package anxious to get back on my phone and make sure it works, so I open the package before leaving the post office parking lot, and when I opened it, it doesn't even look like my phone, but it is!! Phone looked terrible marked up and abused looking. I immediatly opened the work order / paper inside and found a different third party company did the repair again (same parts as the first time) and that it was "authorized". On the paper it declares the same damage of my phone as I had recieved it from them, not as I sent it though!!! (I properly wrapped it in bubbled wrap bigtime, then put it in a bigger box packed with paper, there was no way any damage could be done to it whatsoever).
On the work order paper I recieved it claims I must call the third party company (not Samsung) within 24hrs to dispute any issues. At that very moment I was so pissed, not only was my phone a disgrace, but I suddenly had to call a third party? What the hell?? I sent it to Samsung!!!!
I got on the phone with Samsung immediatly in the parking lot explaining to Samsung I was disgusted and wanted something done about my phone immediatly. I told them I did not want to go home from the post office without mailing them the phone back. They asked me if I called the third party shop, I said "No! I didnt send them my phone, I sent Samsung my phone! I am not going to get into a squabble or hold anyone else but Samsung responsible for this issue!" They understood me well... They told me to go home with the phone and take photos and send them to their ECR department, and they would have a response within 48hrs. So I did...
Went home took photos of the phone and sent them to Samsung ECR department, 24hrs later I confirmed by calling them that they received the photos and that it was being worked on. They claimed they couldnt find the photos, so I forwarded them the same email I sent with photos attached for a second time. (Which they did recieve in my records the first time they were sent). They told me they needed a day or so... So I called them the next day, told me to call again in another day, called them the next day, waited 25mins on hold then they come on and tell me I have to wait another 4 days because it was a friday of a long weekend.... Maddening!!! Here I am a company owner with no smartphone being put off more and more... I need my phone!!! It is a big part of my day to day life with so much going on.
So I wait 4 days, call them mid day of the business day. They tell me they escalated things to a higher level (whichever/whoever that is) and I must call them in another 24-48hrs after they talk to the repair department... I said "What the hell??? You had last week to do all of this, why is this not already done???" ... Samsung ECR replied "Oh sorry sir I will email them right now and get a report on this phone repair from the repair shop"... So he sent an email request and the third party company replied back "The phone was damaged when we recieved it, we sent it to the consumer fixed the way we recieved it." So then I got upset, I requested to have this investigated further by someone senior because I am pissed off, and fully informed them my carrier was following up with me on how this issue is resolved for their own records.
They told me to call them again in another 24-48hrs. That is where I am at now.
I am disgraced to be treated this way, I have $6000 worth of Samsung Electronics never had a problem with any of it, and this happens with 1 item. If I had any idea how their customer support / warranty dept and ECR was, I would of likely reconsidered my purchases, but I just loved my phone when it worked .
ECR department is under staffed taking forever on hold, and there should definately be a "higher up" that someone can contact if ECR is mismanaged or not doing things right. When I asked to talk to someone higher up, they said "There is noone you can talk to higher up".
$700 Samsung Phone USB Port Breaks 9 Months after Purchase.
$700 Samsung Phone has same USB Port Issues Repaired TWICE (last time 4 months after repair)
$700 Samsung Phone gets sent back from repair to consumer unidentifyable. I would not of recognized it as my phone.
5 Hours on the phone minimum fighting for phone with Samsung. Loss of time when I should of been working too!
$700 Samsung Phone Owner Left in the dark, disgusted, and pissed off.
My last words to Samsung was they better straighten this mess up within 48hrs or I am going to go purchase a new phone, disgusted with this rollercoaster ride they have taken me on for something they are liable of in the first place. My carrier is being fully informed of this terrible ordeal as it unfolds at their main office and kept in their records.

Lets face it, little people like us don't threaten a businesses existence.
I once got a D-Link wifi dongle, the range was a complete and utter lie, (was 1/4th what they were claiming), additionally I was dealing with their slow support. By the end of it, it exceeded the two weeks warranty. Chinese companies are far more reliable than crappy western ones.

In the 15 Years I've been in business dealing with thousands of businesses, I've never in my life dealt with an unorganized incompetent mess such as the Samsung ECR department, and they tell me there is nobody higher up that oversees their work. I requested multiple times to deal with someone of a higher level than ecr and was refused. I had a complaint about the Canadian ECR Department and their management and way of dealing with clients.
The people I dealt with in Canada, seemed like gangsters, I was disgusted in their business practise.
My last resort will likely be filing in small claims court, I have exhausted all reasonable methods.
I loved their products but their problems over the past few months dealing with their customer care have made me hate them.

I live in the UK and have had to use samsung warranty twice, on both occasions my phone was unlocked and rooted and both times they fixed my phone and returned them to me, one with a new motherboard SGS3 and the other a Samsung Nexus S which they returned fixed and with the bootloader unlocked. I suppose it all depends on your local warranty centre. It didn't happen over night but I understood that they didn't just have my phone to repair.

Horrendous experience with Sony Repair Centre

Just wanted to share my experience so far with my Z3, a phone that I actually love. I have owned mostly Sony Mobile products for the last 5 years but after this experience, this will undoubtedly be my last. Any constructive opinions or advice would be appreciated as im sure other have had similar experiences.
So in essence, my phone has been sent in 3 times for warranty work to the Canadian Repair Centre in Ontario. Each time the phone has been returned with damage or defects.
I purchased a Sony Xperia Z3 in November 2014 direct from Sony for $721.05 (Phone #1).
In August 2015 I sent this phone in as the phone stopped working completely (RMA #1). The repair center tested and replaced this phone with a new one (Phone #2). In September 2015 the replaced phone arrived back with a white pixel issue on the screen (this wasn't even an OCD issue, there was clearly a white spot on the screen that almost looked like a hole, but was probably a pressure point).
This phone was sent back to the repair center in October 2015 (RMA #2). The phone was still new when sent back for repair and had the protective plastic wrapping on it (I didnt even bother to set up the phone as I knew when I turned it on that I would be sending it back). When it was received back from repair (still IMEI #2) the glass back plate was detached and the phone had heavy scratching on the back panel as it was shipped loosely without any protection in a large cardboard box. The glass back was not properly attached because they of course had to remove it to replace the screen ( I could literally slide a credit card between the panel and the frame). This time, I had to contact the repair center over 15 times to get another RMA number. I had my issue escalated to 3 different supervisors, each who never returned phone calls when they said they would and refused to look into my issue despite photos being sent outlining the issue. I demanded the phone be replaced as I had no confidence that the phone would ever be repaired properly to original specs (this is advertised as a waterproof phone and the back plate was not even attached properly from the repair center). In addition, the phone was shipped across the country improperly in a loose box with no bubble wrap which heavily scratched the back panel and potentially hurt the longevity of the device. I kid you not, the phone was literally thrown into a cardboard box with nothing around it and shipped. Angry about the lack of service for such an expensive device and the clear incompetence of the repair centre, I demanded a replacement and they agreed to look into the issue and agreed to provide me compensation for the time I was without the device (as it took several weeks for them to agree to issue the RMA).
Finally, after over a month in Dec 2015 I received another RMA number (#3). I sent the phone back for the third time and it was returned to me on Dec 14, 2015 with the same issue (still IMEI #2). The back panel is still heavily scuffed (this phone was new when originally sent in) and the back panel is not attached properly. The panel has a gap at the bottom as before and makes a noise when held as if the panel is coming detached from the device. As previously mentioned, this device was advertised as IP65 and IP 68 dust and waterproof and this repair is not acceptable. The repair facility is clearly incapable of repairing the phone to an acceptable condition. The customer service experienced is absolutely horrific and I have been treated very poorly. I spent over $700 on this phone and have been without a working device for almost 6 months because this repair facility is unable to provide timely service of any acceptable quality. I have wasted hours and hours on the phone describing this issue to people who do are not interested in solving a legitimate warranty problem. I cannot waste any more time sending this phone back to a repair center that cannot repair phones properly. I can't waste any more time on the phone with service representatives who do not take this issue seriously and refuse to provide a solution. It is now December 29th and I have received no response from Sony despite being promised a response within 48 hours on December 16th. I highly doubt they will contact me so the next step is to seek legal advice.
In my opinion its just not worth it to buy one of these phones anymore. The service quality and attention is so dismal that there is just too much risk if you ever find yourself needing warranty service.
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Sorry to read about your experience, that back is terrible... I think you got a lemon, I have the same D6603 since day 1 and never had a single issue with it, this phone still runs like it's new out of the box. I've never been so impressed with a a phone since owning this one.
Sent from my D6603 using Tapatalk

I love the phone too but the service level if you need warranty work is atrocious. It's a helpless feeling.

The infamous 3rd party logistics repair company that sony contracted in mississauga. Heard too many complains about them.
I had to deal with them one time because my z3 had quite a few stuck pixels. Sony gave me the rma and I shipped the phone in along with my receipt for a warranty repair (yes i realized you were suppose to send a copy of receipt). One week later, they sent me a quote for out of warranty to fix the screen and the parts because they threw out the box i shipped with and the receipt in there. I escalated with sony at least 3x before the 3rd party centre decided to give me 'courtesy' repair for no warranty. Here's the thing when they say they will reply to you about the escalation. They won't even bother to call back so I always call them on the same day demanding to speak to supervisor about the case.
A week later they shipped my phone back repaired and in decent box to cushion. The phone to my surprise was in a new frame and looked like new along with the back panel glued properly. in the box, there was also paperwork saying it passed waterproof test and i confirmed it with my own pressure sensor test.
Now back to your topic. Did you try to run diagnostic on your phone with the pressure sensor to see if its waterproof? Did they send paperwork saying the phone is waterproof?

darkknight200 said:
The infamous 3rd party logistics repair company that sony contracted in mississauga. Heard too many complains about them.
I had to deal with them one time because my z3 had quite a few stuck pixels. Sony gave me the rma and I shipped the phone in along with my receipt for a warranty repair (yes i realized you were suppose to send a copy of receipt). One week later, they sent me a quote for out of warranty to fix the screen and the parts because they threw out the box i shipped with and the receipt in there. I escalated with sony at least 3x before the 3rd party centre decided to give me 'courtesy' repair for no warranty. Here's the thing when they say they will reply to you about the escalation. They won't even bother to call back so I always call them on the same day demanding to speak to supervisor about the case.
A week later they shipped my phone back repaired and in decent box to cushion. The phone to my surprise was in a new frame and looked like new along with the back panel glued properly. in the box, there was also paperwork saying it passed waterproof test and i confirmed it with my own pressure sensor test.
Now back to your topic. Did you try to run diagnostic on your phone with the pressure sensor to see if its waterproof? Did they send paperwork saying the phone is waterproof?
Click to expand...
Click to collapse
Look at the photos. I dont think that is a waterproof phone. Its not even assembled properly. I took one look at it and didnt even bother to turn it on. Its been sitting in the box because I dont want to touch it. This is the second time its come back from the service center with back panel issues.

forzanerazzurri said:
Look at the photos. I dont think that is a waterproof phone. Its not even assembled properly. I took one look at it and didnt even bother to turn it on. Its been sitting in the box because I dont want to touch it. This is the second time its come back from the service center with back panel issues.
Click to expand...
Click to collapse
I have been asked now to send the device in for the fourth time and was told I would be getting info and a shipping label on Dec 23rd. I still havent recieved that and I cant get anyone to return calls or emails. This is infuriating. Their mobile division is pretty much dead and I seriously advise people to stay away from their devices. The support is nonexistant post sale.

forzanerazzurri said:
I have been asked now to send the device in for the fourth time and was told I would be getting info and a shipping label on Dec 23rd. I still havent recieved that and I cant get anyone to return calls or emails. This is infuriating. Their mobile division is pretty much dead and I seriously advise people to stay away from their devices. The support is nonexistant post sale.
Click to expand...
Click to collapse
just gotta keep following up and pursuing their supervisor. Ya i know its frustrating and probably everyone went on holiday during that time.

darkknight200 said:
just gotta keep following up and pursuing their supervisor. Ya i know its frustrating and probably everyone went on holiday during that time.
Click to expand...
Click to collapse
Thanks man. Its just I have been without a resolution or a fully functioning device since August 2015. Does Corporate Sony not want to know about this stuff? It makes them look awful.

forzanerazzurri said:
Thanks man. Its just I have been without a resolution or a fully functioning device since August 2015. Does Corporate Sony not want to know about this stuff? It makes them look awful.
Click to expand...
Click to collapse
hm you can try posting your problem on sony canada fb page. I remember few months ago, someone that was as frustrated as you posted and managed to get the upper people to contact the person.
to clarify the fb page since theres too many that can cause confusion, it would be sony mobile CA.
https://www.facebook.com/sonymobileca/

darkknight200 said:
hm you can try posting your problem on sony canada fb page. I remember few months ago, someone that was as frustrated as you posted and managed to get the upper people to contact the person.
to clarify the fb page since theres too many that can cause confusion, it would be sony mobile CA.
https://www.facebook.com/sonymobileca/
Click to expand...
Click to collapse
Thanks for your help. I am just going to sue them. Seems far easier than dealing with them.

What a pity..
I am quite shocked by your experience, however I can't agree with conclusion that it is not worth it to buy these phones.. And I can illustrate it by my very own service experience here in Germany.
My Z3 was purchased on contract with carrier, for the phone + unlimited flat + 2GB LTE + 1GB LTE in roaming I pay 35€ on 24 month contract. I have had been good to my phone, carrying it in Sony wireless charging case, which has a quite hard back and the phone survived many hard ground landings, sometimes scratching the metal edges. I also flashed different firmwares (maybe 60-70 times).
After 9 months, I spotted yellowish spots on display, close to where on/off button is. After making sure that it is not anyway firmware related, I sent the phone to repair center, claiming warranty repair.
The phone got checked, malfunctioning backlight was diagnosed, phone was repaired and sent back, whole thing took just 1 week and phone arrived by DHL on 24th December, costing zero to me. I expected that the backlight/display would have been replaced, but when I got the repair statement later on by e-mail, I was quite surprised, as the parts exchanged for new was display/touchpad assembly, sound speakers, cover glass, and metal casing (goodbye scratches)... The phone looks again like total new. Plus the repair center sent with it free screen+back protectors.
So, maybe you just had a back luck, but I am definitely satisfied with service here..

ondrejvaroscak said:
I am quite shocked by your experience, however I can't agree with conclusion that it is not worth it to buy these phones.. And I can illustrate it by my very own service experience here in Germany.
My Z3 was purchased on contract with carrier, for the phone + unlimited flat + 2GB LTE + 1GB LTE in roaming I pay 35€ on 24 month contract. I have had been good to my phone, carrying it in Sony wireless charging case, which has a quite hard back and the phone survived many hard ground landings, sometimes scratching the metal edges. I also flashed different firmwares (maybe 60-70 times).
After 9 months, I spotted yellowish spots on display, close to where on/off button is. After making sure that it is not anyway firmware related, I sent the phone to repair center, claiming warranty repair.
The phone got checked, malfunctioning backlight was diagnosed, phone was repaired and sent back, whole thing took just 1 week and phone arrived by DHL on 24th December, costing zero to me. I expected that the backlight/display would have been replaced, but when I got the repair statement later on by e-mail, I was quite surprised, as the parts exchanged for new was display/touchpad assembly, sound speakers, cover glass, and metal casing (goodbye scratches)... The phone looks again like total new. Plus the repair center sent with it free screen+back protectors.
So, maybe you just had a back luck, but I am definitely satisfied with service here..
Click to expand...
Click to collapse
Thing is in Canada, sony contracted a 3rd party logistics company to deal with repairs for Canadians. Their reputation is not that positive and will seldomly have some good effortless repairs.

darkknight200 said:
Thing is in Canada, sony contracted a 3rd party logistics company to deal with repairs for Canadians. Their reputation is not that positive and will seldomly have some good effortless repairs.
Click to expand...
Click to collapse
Same in Germany, repairs are done by 3rd party contractor..

sad to see such bad service. I'm located in malaysia, and they are using 3rd party service centre for repairs as well. the one i send my phone in just happened to service Mi phones as well.. and got me worried on the level of service.
i sent my phone in due to inresponsive touchscreen at the centre. (ok, this is actually my fault as i was replying text before i doze off at night. woke up with the phone under my bum)
the service centre told me usually this is not covered under warranty (phone is 9 months old) but they will repair it under warranty anyway and advised me to be more careful in the future.
The phone was repaired in 3 weeks (it was christmas weekend)
this... has a HUGE contrast with direct service centres experiance i had with Samsung Malaysia (SME) when i was on my previous phone, the Samsung Note 2. The experiance is downright horrible.

I don't think you can blame Sony. I have had my Sony repaired three times, all my own fault. The first time, I dropped it and broke my screen. Sent via Vodafone to Dynafix. Got it back with a week(!) and cost me nothing.
The second time, dropped it again and the next day, I woke up bu tmy phone didn't. Sent via Vodafone to Dynafix. Got it back with a week(!) and cost me nothing.!
The third time, dropped it again, slide out of my pants when I went to the toilet. Again, broke my screen. Sent via Vodafone to Dynafix. Got it back with a week(!) and this time it costs me 219 euro! :silly: A shame, but my own fault. Now using a bumper case again, which I think is a waste since the phone doesn't look nice at all with it.

In my experience it depends on the service center head not the company. When i had a similar issue with the service center people, i raised to the sony care and they sorted out my issue.

I have just the opposite experience. Phone hit the ground 9 months ago and one bump of the corners war broken. Rest ok. After 9 months, the screen started to flicker and sometimes a pixel-salad of all colours appeared instead of the usual screen interface. Also, screen broken. I expected Xperia Care to tell me that the screen was broken as my phone fell off but instead of this, they repaired the screen, the bump, one scratch on the back panel, provided me two additional screen protectors... and everything under guarantee and for free!!
I loved Sony products in the past... but now even more. With the around 200$ I expected to pay for the repair I will buy now a Smartwatch 3

It varies from one country to another, here in Spain, if you send in your Xperia phone for repair, they'll even change the covers if they've scratches, it happened to me twice but you gonna be without a phone for 3 weeks

I'll share my story as well - I was a long-term iPhone and Windows Phone user - since the first iPhone I switched to Windows Phone when it launched, and then to Android because I fell in love with Xperia Z. My experienced, however, quickly began to deteriorate.
First, I experienced problems with the screen on my Z - which somehow disappeared later. But after a few months, the phone developed a really big issue with the battery which couldn't hold half a day of being locked and in my pocket. Foolishly, I went to Sony Centre hoping they would help me - there I was told that Sony Centre has nothing to do with Sony Mobile - even though they do see Xperia phones there...go figure... and was told to contact Sony Mobile directly. So I did - the less then polite customer service representative told me I have to ship the phone to their warehouse/repair centre in London - and pay for it. Since the phone was still under warranty, I did - and after 23 days I got it back with a note "no fault detected". Needless to say, the battery was not replaced and ironically completely discharged when it arrived back. Charged it, turned the phone on, went to work... at 12am, 18% left. At this point I should mention I tried many things to fix it - software, roms, reboots etc. nothing helped. I contacted them and sent it back again - this time, I got the battery replaced, but the phone arrived completely destroyed... you remember those anti-shatterproof films Sony used to apply on their phones ? It was scratched all over, front and back.
Well, that's life - but after a while I got Xperia Z3. Man, what a beauty - I was in love with Sony again. BUT! A little over 12 months after I got the phone - the microphone started to misbehave. Whenever you plugged in a headset, microphone would not work. Then, it stopped working when using loudspeaker. Then the camera stopped working, displaying errors all the time. In the meantime it broke 3 microSD cards ( sandisk ). So I contacted Sony again... this time it went even worse. Got told that phone is no longer under warranty and If I want - I can send it to the same, dreadful location in London, at my own cost - and pay 75 quid for "diagnosis" after which, if there are any faults, I can decide to have it fixed and pay for the repairs. After explaining what's wrong, the technician said they would probably have to replace the microphone, wiring and the camera for an approximate price of 250 quid... plus diagnosis and shipping - both ways. I was speechless... told him it would be cheaper to get a new Z3 off Amazon to which he basically laughed at me...
The moral, or conclusion of this story is - ladies and gentleman, however we might love Sony or Sony devices - they do not give a flying fk about their customer.

Sorry to hear your experience.
My experience has been very good with sony. After a year of Z3 (under contract with EE) had a crack in the corner front screen, i had switched to Moto X. Thought let me give a try by sending it to the repair centre and get a quote. I sent on a thursday. And next tuesday, I get a mail saying, My phone is on the way back. But did not give any indication on the repair status. Two days later, i received the phone and to my surprise screen was fixed. No charge..everything under warranty!!! High Street repair guys asked for 110GBP!
Next I sent my wife Z3 compact (again contract but with Vodafone), which has the front screen glue coming off and proximity sensor not working. This time go the phone back in two days.. but old phone exchanged with new phone. (But unfortunate that it is still locked to vodafone)
But atleast the both phones fixed free of cost. Was really impressed. When compared to other manufacturers, Sony is still much better. My Samsung tab S screen cracked and cost of fix is 140GBP and samsung centre quoting 220 GBP (Cost of a New tablet!!!)
Looks like sony repairs are hit or miss.