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I've just spoken with Motorola Product Support Specialist Level 3 to solve on of my problem and during conversation I learn how Motorola will make update for XOOM WiFi tablet after it will become available. According to information from Motorola specialist all WiFi user will need to mail their devices to Motorola Depo and they will update you tablet and after send it back to you. So right now don't have information that update will be available over the air. Support engineers confirmed that 3G version will be updated over the air and WiFi version should be mail to Motorola Depo
I try to clarify the reason of that and got answer that size of the update it to big and becuase of WiFi version doesn't have Cell provider it's no possible to push update on the device. He doesn't sure that correct on 100%, but Motorola Product support database shows only that information.
I make request to double check that information and will post his reply here.
I'm planing to return my XOOM WiFi tablet back, because I will leave US soon and I don't need device that could be updated only via mail it somewhere and doesn't have Update over the Air.
You could check that info with Motorola support and if somebody will have another information, please share it with me. I really love my XOOM tablet and don't want to return it back, but.....
the phone reps have been giving bad info since the beginning. This isnt true.
patass said:
the phone reps have been giving bad info since the beginning. This isnt true.
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I trusty would like to believe in that, but specialist told me that it was published in their database, so it's not his dreams or ideas. I understand it's stupid because Recovery menu has option to apply update and even XOOM WiFi version has special option in Settings Menu to check updates, but I also trust internal information that use Motorola Level 3 Product Support Specialist to solve customers problems.
I hope that soon they will have another information, but right now it's ugly(((
I dont understand how this would ever be the case...
Any android phone even non-activated gets OTA updates over WiFi if they're connected to a google account and a network connection. I don't know why a stock honeycomb tablet would be any different.
We'll see when it comes but I highly doubt this. I never trust a CS rep to tell me how it works.
martonikaj said:
I dont understand how this would ever be the case...
Any android phone even non-activated gets OTA updates over WiFi if they're connected to a google account and a network connection. I don't know why a stock honeycomb tablet would be any different.
We'll see when it comes but I highly doubt this. I never trust a CS rep to tell me how it works.
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Yes let's see, I also misunderstand why it, but CS rep told that non-activated tablet and WiFi version tablet should be send back to Motorola Depo. I don't want to create mess, I just trying to find the truth.
Even when it has been decided in the past not to provide the update OTA, those companies have still offered the update for downloading from their website so it can used to update manually through a computer. I see no reason why this would not be the case, at the least. I'm definitely calling BS on this one.
Worse case, the update gets leaked here with instructions and I still don't have to send it back. Would prefer not to have to go that route but whatever.
I have a non-activated 3g model and I got the last update just fine. No manufacturer is going to make a device that every time there is a software or firmware update you have to send in your device.
epakrat75 said:
Even when it has been decided in the past not to provide the update OTA, those companies have still offered the update for downloading from their website so it can used to update manually through a computer. I see no reason why this would not be the case, at the least. I'm definitely calling VS on this one.
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Please post here their reply. I will pray that I got stupid CS rep (even level 3) and I could sleep well with my XOOM instead of pillow ))
I don't believe this for one minute. At the very least we should be able to download it on our PC and then sideload it from I would think.
jpricesd said:
I don't believe this for one minute. At the very least we should be able to download it on our PC and then sideload it from I would think.
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Call them and check it. I got information the right now only 2 option to update 3G over the air and WiFi and Non-activated via Motorola Depo (((
there's nothing to verify, the guy you talked to just wanted you off the phone so he could get back to getting paid for doing nothing.
no matter what the rep said its impossible that you will have to mail it in. it would be a financial disaster for moto. All updates will be OTA except 4g upgrade.
source: Level 5 common sense.
Kozdoba said:
I've just spoken with Motorola Product Support Specialist Level 3 to solve on of my problem and during conversation I learn how Motorola will make update for XOOM WiFi tablet after it will become available. According to information from Motorola specialist all WiFi user will need to mail their devices to Motorola Depo and they will update you tablet and after send it back to you. So right now don't have information that update will be available over the air. Support engineers confirmed that 3G version will be updated over the air and WiFi version should be mail to Motorola Depo
I try to clarify the reason of that and got answer that size of the update it to big and becuase of WiFi version doesn't have Cell provider it's no possible to push update on the device. He doesn't sure that correct on 100%, but Motorola Product support database shows only that information.
I make request to double check that information and will post his reply here.
I'm planing to return my XOOM WiFi tablet back, because I will leave US soon and I don't need device that could be updated only via mail it somewhere and doesn't have Update over the Air.
You could check that info with Motorola support and if somebody will have another information, please share it with me. I really love my XOOM tablet and don't want to return it back, but.....
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Click to collapse
There seems to be no validity to this claim. The fact of the matter is, if you had to send your device in everytime an update was pushed then you would be sending it in almost every 2 months or so at the expense of Motorola.
Chances are that you got a rep that has no clue what he was talking about. They will find your device, they still have that ability due to the fact that sniffing it out with a unique number should still work. It will update from their servers and your device will boot into recovery just like wiping the device fully does.
Ignore th antics of your rep you spoke with, because even if you HAVE to send it is.... someone will post it online no matter what.
Yea right ... in this world where you can buy gigabyte games online and download them and watch HD movies streamed, Motorola will ask all for the wifi tablet to be returned every time it has a major update. It sounds like it was crafted to give it as much credibility as possible.
The old adage applies:
"Extraordinary claims require extraordinary evidence"
A post on a blog does not "extraordinary evidence" make
That's such a ridiculous idea.
erzhik said:
no matter what the rep said its impossible that you will have to mail it in. it would be a financial disaster for moto. All updates will be OTA except 4g upgrade.
source: Level 5 common sense.
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I agree this can't be true...and if somehow wifi version isn't upgradeable via OTA(which I find next to impossible. I am sure that they would rather post it on their site rather then have people send it in...
Also is it the device that doesn't support sd cards or honeycomb? because I thought Google pushed all honeycomb updates.
This is not true at all, ALL 3G NON ACTIVATED xooms got the 3.01 update Via wifi meaning all wifi models will get the update just the same.
total BS. A Rep told me that you would get an update when connected. And she also mentioned that she was an alien from outerspace.
man can u imagine if everyone did have to send there xoom in to get it updated? They would have to have a hole frign factory the size of 4 football fields designated just to updating these xooms. Itd have to be easyer just to ota it. I may be exaggerating a lil about the football field but you know what I meen. Sounds like a big fluster cluck to me hard telling when or if you would get it back.
I agree that this idea completely stupid and ridicules. I also try to argue with CS rep, but he stay on his point. That coming update will be like i describe in OP based on the information that he could see in Moto data base.
Again I hope that my CS rep was stupid and wrong.
I am just coming off 2+ weeks of frustration with the Transformer Prime. I was lucky enough to get mine from Amazon so I returned for a full refund. Despite all the frustration, I realized that an android tablet is a handy gadget that I really would like to own. I am beginning the process of researching for my next purchase and now that I have dealt with Asus, I have a better idea of what I need to figure out before I make a purchase. I am looking into Acer and toshiba.
Can anyone who's owned an Acer tablet answer the following:
I have read Acer is coming out with the A700. Anyone have any thoughts on it?
Do Acer products typically have good quality? Do they last?
How is Acer's RMA process? Do they require you to pay for shipping if the problem is due to manufacturer defect?
Is Acer customer service easy to work with?
How frequent does Acer provide firmware updates?
As with all companies, the quality of the support depends entirely on which country you're in, as well as local legal requirements. Some countries have far better consumer protection than others (UK vs US, for example).
Updates are kinda hit and miss, Acer tend to lag behind some other OEM's.
I generally find build quality to be fairly good, certainly had no complaints on my two tabs.
The above post is exactly true in all ways.. Acer support in the us is outsourced. and that STINKS.. COMPUTER COMPANIES CAN LEAR FEW THINGS BY TALKING TO OR FALLOWING HP Support.. i send them a email of my issue. they call me within a few hours with a answer. I Had a issue with this notebook im typing on. It was a problem with compatibility with a win 7 update to usb. CAMERA ISSUE. A Microsoft tech called me on behalf of hp.. two days later they issued a global wide fix. apparently i was the first to have the issue . I was treated like a person with tech experience not like a dumb customer..
I TO LOVE MY A500. THERE UPDATES When we do get them seem to not break things as with other devices. And less over all issues. With that said who knows when or why they send them.. there is no logic to there update system. I Just wish they would give us the choice to unlock this device or not..
sorry for being so long winded
I found my A501 to be a near-perfect piece of hardware... My main criteria were UMTS and USB HID support, fastboot (for easy recovery if bricked) was a secondary criterion. This tab has all of these (I don't know of any others that do). Also, the device's shell is fairly robust (I have it with me at university almost every day)... The main point of criticism about the HW would be the somewhat weak WiFi antenna (though there's a good remedy for that, search the forum).
About the software... Acer tend to take their time to get things right on the first update, which means that they are somewhat slow to release updates. Then again, I'd rather have something that actually works later than something that doesn't work now...
Customer support is fairly expensive via phone (haven't tried the other options), but friendly and competent here in Germany... Way better than some others I had to deal with.
so i recently finished updating my brothers Galaxy S5 to the latest CM13 nightly. while doing this i became furiously jealous. not of the phone but of the fact that its able to run CM. the following day while on my break from class i decided to launch one final attempt at getting custom roms to not only the mate7 but to hopefully all huawei devices.
as we all know, android is open source and free to use. if oems decide to use it on their hardware they are legally obligated to release all possible sources for any and all to use/inspect. huawei has continually refused to do so....... kinda.
so i bought my mate7 from an amazon merchant who imported it from china. why does this matter? on the US huawei site, one can purchase small range of huawe phones (the P8 lite, GX8 and Mate2). huawei has provided all sources for these phones. if you check their xda forums you can see that there are custom roms for all of these.
so, since i didnt buy my mate7 from an authorized US retailer, i have no legal recourse. while this sucks for me, that means that maybe someone in the EU or elsewhere will have luck. other countries have strict laws that protect consumers against OEMs.
all i need is someone to help out with a bit of research so that i/we can hopefully get huawei to comply. look at lenovo/motorola and their situation. i cant be the only one that despises not being able to fully control my device.
its not only a ui issue, its also a huge security issue. who's to say that china isnt spying on us through our devices?? maybe thats why huawei is so adamant on keeping their sources. either way, i think we should unite and give this a try because it looks like huawei might soon be the only OEM to produce top end phablets.
I am in Australia and got my mate 7 from Vodafone here, what do you need me to do to help?
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snake65 said:
I am in Australia and got my mate 7 from Vodafone here, what do you need me to do to help?
Sent from my JAZZ using Tapatalk
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first of all.... THANK YOU!!! with that out of the way, the device must have a kirin processor (i know they all are but i have to make sure). since you purchased it from your local authorized dealer, then that means Vodafone and Huawei have a contract.
this is where we can all contribute. here in the US, service providers aren't legally obligated to provided updates to their phones. in some countries they are. there was mention of one country where consumers where legally obligated to 2 years of updates and some other perks.
in your case snake65, i would kindly suggest you start by researching if these laws apply to you in your country. secondly, start a dialogue with a Vodafone representative in a hope to getting the contact information of a huawei official.
i have been in contact with a few but because they are from the north america office and my device is not legally provided here they have refused to help me and by extent everyone else. legal threats wont work with the chinese branch but im hoping that will change in other countries.
im currently trying to get in touch with google over the matter but that is proving to be very difficult. the google product forums will be my next stop. i hope to get some more leads and hopefully more help. thanks again to any and all that can and are willing to help!
i was planning on posting a discussion thread regarding this topic in as many other huawei device subforums but since i still have a few more hours at work and finals this week, i would appreciate it if anyone could help out. maybe the mate 8, p8 forums. thanks to any and all who can help.
droidbot1337 said:
first of all.... THANK YOU!!! with that out of the way, the device must have a kirin processor (i know they all are but i have to make sure). since you purchased it from your local authorized dealer, then that means Vodafone and Huawei have a contract.
this is where we can all contribute. here in the US, service providers aren't legally obligated to provided updates to their phones. in some countries they are. there was mention of one country where consumers where legally obligated to 2 years of updates and some other perks.
in your case snake65, i would kindly suggest you start by researching if these laws apply to you in your country. secondly, start a dialogue with a Vodafone representative in a hope to getting the contact information of a huawei official.
i have been in contact with a few but because they are from the north america office and my device is not legally provided here they have refused to help me and by extent everyone else. legal threats wont work with the chinese branch but im hoping that will change in other countries.
im currently trying to get in touch with google over the matter but that is proving to be very difficult. the google product forums will be my next stop. i hope to get some more leads and hopefully more help. thanks again to any and all that can and are willing to help!
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I wish I could help with the legal side of things, but I bought my device in Tanzania. Huawei does have an office here, however I SERIOUSLY doubt there are any laws here regarding open source software policies.
But I can't think that Google wouldn't be able to step in? Isn't the whole point of Android being open sourced? As far as I understand it (I've only read a few articles on his over the past year or so) is that the only sources that a company can withhold (if their device is running Android, of course) would be software / applications developed and legally owned by them, for example Samsung Pay and so on. Withholding kernel sources does not (once again, according to my knowledge) fall within the rules of using the Android platform. This might also only be applicable law in the US, but I really don't know.
If there are any French users, I understand they just opened up a massive office somewhere in France, in Paris if memory serves. Perhaps they could be helpful?
Isn't there a full kernel source on one of the site's. Is that all that's needed?
Is this any good.
http://www.emui.com/plugin.php?id=hwdownload&mod=detail&mid=97
Or this
http://emui.huawei.com/en/plugin.php?id=hwdownload&mod=detail&mid=74
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snake65 said:
Isn't there a full kernel source on one of the site's. Is that all that's needed?
Is this any good.
http://www.emui.com/plugin.php?id=hwdownload&mod=detail&mid=97
Or this
http://emui.huawei.com/en/plugin.php?id=hwdownload&mod=detail&mid=74
Sent from my JAZZ using Tapatalk
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According to what i have read and collected from the forum these are not the only things required to build a custom rom, someone mentioned there are other huawei pieces which they didn't release. Also these kernal sources are for kitkat and lolipop and npt for the marshmallow. In one thread i have read that the kernal sources for marshmallow have been released but its not compilable, so they have made some tweaks to make the kernal compilable. But they require more sources from huawei ("sources for magic bits from huawei") without which building any custom rom is not possible.
wow! thanks to everyone that is showing interest in this. @Scruffykid: that is indeed true. they are legally supposed to share all the sources for their devices. the north american branch of huawei has been doing this for their devices but those are few in number (4) and snapdragon soc based. this is why my attempts to convey my concerns with the north american branch has failed.
they dont see any solution because they are not responsible for my devices since its not technically a north american product. i have tried to get contact info from huawei so that i can start a dialogue but that has not been easy. their forums are also of no use. they keep on deleting my threads regarding the subject and i have been banned 4 times so im starting to reach my limit.
btw, it really irritates me how much people dont seem to care about this. android n will soon be upon us and i doubt we will get it but even if we do it will no doubt be a crippled mess. we really need to get huawei to comply for not just our benefit but them as well.
droidbot1337 said:
wow! thanks to everyone that is showing interest in this. @Scruffykid: that is indeed true. they are legally supposed to share all the sources for their devices. the north american branch of huawei has been doing this for their devices but those are few in number (4) and snapdragon soc based. this is why my attempts to convey my concerns with the north american branch has failed.
they dont see any solution because they are not responsible for my devices since its not technically a north american product. i have tried to get contact info from huawei so that i can start a dialogue but that has not been easy. their forums are also of no use. they keep on deleting my threads regarding the subject and i have been banned 4 times so im starting to reach my limit.
btw, it really irritates me how much people dont seem to care about this. android n will soon be upon us and i doubt we will get it but even if we do it will no doubt be a crippled mess. we really need to get huawei to comply for not just our benefit but them as well.
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I wouldn't say people don't care, but do you have any idea the resources you need to take legal action against Huawei?
If it bugs you enough it's just much quicker to switch brands I guess.
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I don't know why everyone is so desperate for custom ROMs anyway. They always have bugs and unless it's a Samsung touchwiz phone, people tend to go back to stock software rooted.
I have an oppo Find 7 which has a bunch of custom ROMs available and mine is still on oppo ColorOS and rooted.
My Mate 7 on Lollipop runs really nice and there's absolutely no need to even flash it to anything else.
RobboW said:
I don't know why everyone is so desperate for custom ROMs anyway. They always have bugs and unless it's a Samsung touchwiz phone, people tend to go back to stock software rooted.
I have an oppo Find 7 which has a bunch of custom ROMs available and mine is still on oppo ColorOS and rooted.
My Mate 7 on Lollipop runs really nice and there's absolutely no need to even flash it to anything else.
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then clearly my friend, this does not concern you. if your happy then keep emui, but many of us would rather have change. this is not a thread meant to justify our need for custom roms. also, eventually huawei will stop supporting devices. what then? just look at the mediapad x1, it was skipped for marshmallow after only having one update.
this is why sources are needed. no one is saying that you have to use costom roms and actually its not even about that. sure i would love cyanogenmod or omni rom but i would just be happy with aosp android and not that ****ed monstrosity that is emui.
so, to anyone else that wants to sing over their love for emui, please do so on your own thread and not here. this meant for those of us that want our moneys worth. btw, do some googling on huawei product reviews. they all feel the same overall. great hardware, **** software.
I'm all for someone to have a go at doing custom ROMs (if they were not buggy) and Huawei would do well to release all the software sources, especially now that they decided to be a global mobile device powerhouse rather than just a Chinese local. I do think you have zero chance of making an impact. It's a massive company and lets face it, Chinese do not care about what is right or wrong, or about international law. All they care about is making some money. The thing that would hit them is if people stop buying the product.
droidbot1337 said:
wow! thanks to everyone that is showing interest in this. @Scruffykid: that is indeed true. they are legally supposed to share all the sources for their devices. the north american branch of huawei has been doing this for their devices but those are few in number (4) and snapdragon soc based. this is why my attempts to convey my concerns with the north american branch has failed.
they dont see any solution because they are not responsible for my devices since its not technically a north american product. i have tried to get contact info from huawei so that i can start a dialogue but that has not been easy. their forums are also of no use. they keep on deleting my threads regarding the subject and i have been banned 4 times so im starting to reach my limit.
btw, it really irritates me how much people dont seem to care about this. android n will soon be upon us and i doubt we will get it but even if we do it will no doubt be a crippled mess. we really need to get huawei to comply for not just our benefit but them as well.
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Click to collapse
I think you should talk to the Google branch from the country in which the phone originated. My specific device (judging by the builds I receive during OTA updates) is from the Asian Pacific region, but obviously then there are European and Middle Eastern versions as well. Try getting in touch with a Google office there?
As @kta said though, taking actual legal action against Huawei will just be a waste of time. If Google can help by simply telling them to release the software (if it does indeed break the law/Google's rules, which it may not). At the end of the day just switching to a device that does have publicly available sources will be the cheapest and most hassle-free way to go.
kta said:
I wouldn't say people don't care, but do you have any idea the resources you need to take legal action against Huawei?
If it bugs you enough it's just much quicker to switch brands I guess.
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We should share this thread to other huawei device forums like mate 8 so that we gather more strength.
I do not understand why after some update is removed some of the specifications for which I bought this phone. For example 'people edge color' has been removed. Why,? Do you think it's legal to take back something I paid? I understand that new specifications have been added but how can you offer me something better by taking me something else I paid? I wanted this phone for many specifications that you need to improve and you do not remove them. If you bought a car for a certain reason and the manufacturer would eliminate all these reasons without telling you how it would be called ??? Solving because I want back what you got. I think we can find the right solutions to solve this problem. Thank you
Thank you for contacting Samsung and for the interest in our products. As far as the application described is concerned, we would like to inform you that once you are informed that there is a new update, you receive details on the news, and the continuation of the steps is your agreement. We also inform you that Samsung reserves the right to enter or remove certain features, applications, without notice to the user. Sorry, but with the new update, this option was withdrawn. If you have any questions, we are at your disposal. We wish you a good day. Sincerely, Customer Support - Online Support Do you need to contact the Samsung Customer Care Center? You can do this by: - Live Chat Monday to Friday, between 09:00 and 18:00 - Check the evolution of your online product repair - Are you having problems with your product? We can offer you Remote Assistance. - through the Monday to Friday service between 09:00 and 18:00. 08008 SAMSUNG (08008 726 78 64) - FREE Call from any network To maintain and improve the quality of our services, we reserve the right to monitor and / or record phone calls.
Do you have any opinions?
Phone market is a competitive business. Yes, what they are doing is legal.
It is unfortunate that the app or feature that caused you to buy the phone has been replaced, but you were aware what is advertised and what you get is not always the same. In the advertising in small print but nerveless it there. They reserve the right to sell you compatible phone similar to what they advertised.
To survive you always have reinvent your products, if a new app or feature is developed and older app or feature will be deleted depending on what the company understands what the people want. You do not need to upgrade your phone to the latest OS, you can downgrade to OS that contains the app or features you want.
Once you bought the phone, it became immediately obsolete as a new model is always under development with different features and apps.
They honor their warranty to replace damaged parts on their phone. But there is no warranty on software, they will always flash the latest one regardless if you want it or not.
I was pretty hyped every since this device got announced. Saving up my money and arranging for shipping beforehand so I could snatch it ASAP but actually no, I won't be getting this device at all.
I'll tell you the experience I went through when I tried asking their support if they'll release 16gb version of the device so I don't end up regretting jumping the gun on the 12gb one.
Whole experience was dodgy af from support not being able to speaking proper English at all to constantly being asked for personal data that I'd later realise wasn't being user to better answer my questions at all.
For example I asked if there's a trade in program and they reply asking what device I'm using. I take that as OK there is but maybe not every device is elegible so I reply with my current device only to be then told that there's no program at all??? ( Why did they ask what device I'm using then idk and they haven't bothered answering when I questioned them... )
I was also asked where I currently live when I asked if there's a 16gb version on the way and what it would cost. That was before I asked for trade in program, so I thought they might be asking in order to tell me the price for my region but no. Once again, they have no idea if 16gb version is in production and they just inquired for my info again for no reason.
Mind you, the English is completely broken and the reply turnaround is few days to a week per response at best, so I really didn't feel like dragging the conversation around asking why they want to know all of that beforehand.
After all of that I don't feel like I can trust a company like this not to be looking into my personal data during my use of the device. Paying 700$ or maybe upwards of 800$ if 16gb version ever gets released is way too much for not having an ease of mind of what might be going on in the background.
I understand that their reasoning for where I live might be justified but never in the conversation did they inform me ahead of time on what the purpose is for all the data collection is. They haven't answered why they want to know what device I'm using if there's no program in the first place so I'll assume that previous reasoning was also an excuse thought up to justify their inquiry.
I'm pretty bummed to see that as a company they haven't changed much from their early days. They might have improved the OS, introduced better hardware and all but the core of the company is still both shady af and completely non organised.
This all plays a major factor in why I won't be getting this device, just thought I'd let others know too if they are thinking of going for it.
Picture is below, you will have to read from the bottom to the top to follow the conversation.
I don't want to nit pick. you are right in some points. but I'd like to point out a few things.
you're giving them questions in English, which they need to translate then organize into a response then re translate it back for you to understand.
They are based in Hong Kong, So I would assume the number of local English speaking people a small sub section of an already crippled tech giant (due to US sanctions of ZTE) have the space to employ customer service agents in English. when their main market is China.
They tell you to look at the site for information on the sale of the devices in question.
After your question of If a device with 16gb of ram would be available. if the site says no, there is no plan.
so you had your answer to your original Question. they asked what region so they could confirm what devices where available to you. because some parts of the world cannot receive their devices.
your question on the 12gb to 16gb upgrade must have been a mis-understanding.
you can read that in their response. they said there would be no way to upgrade a 12gb to 16gb. to them thats a technical impossibility.
they didn't understand that you meant trade back your 12gb RM5S for a 16GB version.
they though that you were asking if you could upgrade the hardware of your 12gb model.
at least thats how I understood their answer of your question.
they may have asked you what device you where using because they honestly though you were contacting support for a Nubia device. when you said you had a different phone altogether, they were trying to tell you that they did not support your device. as in Nubia don't do customer support for Huawei.
after that you blew up at them for general question to find out what market you were in to see if you would be able to even buy any model.
you took that way out of bounds dude. they are still trying to do their best. with awful translation programs.
your questions were understandable to an English person but you got to understand WHO you're chatting with. and how they will see and understand your messages.
even putting some some of your messages into google translate. going to Chinese simplified then translating it back to English what do you get? because that's only half of about what they will understand from your questions.
I think they did a professional job of explaining to you that you needed to look at the information on the market site of your location. and that they couldn't give you support with your Huawei because its not a supported model of their Nubia support team.
Also you should Hide your personal Email address when posting things online.
Patrick Morgan said:
I don't want to nit pick. you are right in some points. but I'd like to point out a few things.
you're giving them questions in English, which they need to translate then organize into a response then re translate it back for you to understand.
They are based in Hong Kong, So I would assume the number of local English speaking people a small sub section of an already crippled tech giant (due to US sanctions of ZTE) have the space to employ customer service agents in English. when their main market is China.
They tell you to look at the site for information on the sale of the devices in question.
After your question of If a device with 16gb of ram would be available. if the site says no, there is no plan.
so you had your answer to your original Question. they asked what region so they could confirm what devices where available to you. because some parts of the world cannot receive their devices.
your question on the 12gb to 16gb upgrade must have been a mis-understanding.
you can read that in their response. they said there would be no way to upgrade a 12gb to 16gb. to them thats a technical impossibility.
they didn't understand that you meant trade back your 12gb RM5S for a 16GB version.
they though that you were asking if you could upgrade the hardware of your 12gb model.
at least thats how I understood their answer of your question.
they may have asked you what device you where using because they honestly though you were contacting support for a Nubia device. when you said you had a different phone altogether, they were trying to tell you that they did not support your device. as in Nubia don't do customer support for Huawei.
after that you blew up at them for general question to find out what market you were in to see if you would be able to even buy any model.
you took that way out of bounds dude. they are still trying to do their best. with awful translation programs.
your questions were understandable to an English person but you got to understand WHO you're chatting with. and how they will see and understand your messages.
even putting some some of your messages into google translate. going to Chinese simplified then translating it back to English what do you get? because that's only half of about what they will understand from your questions.
I think they did a professional job of explaining to you that you needed to look at the information on the market site of your location. and that they couldn't give you support with your Huawei because its not a supported model of their Nubia support team.
Also you should Hide your personal Email address when posting things online.
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I wish I could give you a hundred likes for this.
As a matter of fact, I was equally thinking along the same lines as your response when I was reading his post.
To OP: I think it's time for you to do a little research on your own first rather than immediately looking for ways to point a finger.
Just my 2 cents
I gotta agree with Patrick, but at the same time I got hosed by Nubia with my RM5G and had a completely different yet still terrible experience. My phone arrived uncalibrated, I talked with Nubia Admin's and they agreed my phone was not calibrated correctly because the camera will switch from 16mp to 64mp, but the image quality is exactly the same, so the camera app is showing it's 64mp, but it can't produce it because it was never calibrated before it left the factory. Which means there's a whole batch of RM5G's out there that don't actually take 64mp photo's. I contacted Nubia countless times, they only actually responded twice, the first time they were really nice, apologized for the phone not working and gladly offered to take it back for an exchange. and after giving them all of my info, just like stated above where they're data hungry. They ghosted me. I tried again about a month later because the finger print sensor also stopped working and again, same process, ,they were nice, offered to take it back and exchange for a new unit, gave them all of my info again for the return label, and just like clock work, ghosted me.. fast forward 8 MONTHS LATER, I got an email (this was only a few weeks ago now) where they actually followed up asking if I still needed a return request for my phone. I said yes, they then asked for all of my info.. again.. even though it was literally in the previous email they responded to.. but sure, play by their game, gave it all again.. and ghosted.. it's been a few weeks now, probably going on about a month actually and I still haven't heard back from them lol.
To put it simply, they do not care about customers, Nubia is about making money, they just want their product in your hand, once it is, peace, later, seeya, goodbye.
So I gave up on them. I have all of it documented, made a few youtube videos, people hated me for bad mouthing Nubia but in all reality they're a terrible company. The RM5G is actually a deadly phone now that everything is fixed, but you gotta remember this is a phone that on launch showed up to my door unable to make a phone call because the software was so broken the microphone would turn off if you made a call, it only worked on speaker phone lol. It couldn't send MMS messages, and mine specifically doesn't even have a calibrated 64mp camera. It's complete junk. It looks cool, ,the idea is there, the platform is there, the software is trash, and the company should probably be stripped of rights to sell uncompleted products.
It was as later confirmed that the launch software was Beta because they didn't have it done for their launch day, so like I said earlier, clearly shows that rather than delaying launch to fix bugs, they cared more about getting their phones in our hands rather than actually having a good product.
I mean, it's great now, basically everything is fixed but the soiled taste in my mouth from this company makes this phone look good on my desk, I don't daily it, and if anyone asks about it I tell them it was almost cool but the company ruined it and I don't recommend people buy them because of Nubia's practices.
Kinda like what they did here with the 5S lol, lets just change the logo on the glass.. add a little piece of metal to the centre.. .boom, new phone, new software that actually works.. no we won't fix the 5G yet.. we'll make a new phone for $10 more instead of fixing the actually identical phone already in the wild that's riddled with issues.
Nubia cares more about making money, than they do making a good product. It's been working for them this long, why would they change? Sure it's shady but it's business, it sucks but that's the world we live in, if we don't like it, then we just won't buy their products again. I'm one of those. I still play with the 5G from time to time but I wouldn't daily this thing if my life depended on it.. Which not as life threatening as suggested, but I soft bricked my S20 ultra while playing around with One UI 3.0 flashes, and instead of putting my SIM into the RM5G, I just decided it was better to go without a phone for 3 days until I fixed my S20 Ultra than it was to deal with the bugs and headaches that follow with the RM5G.
Which is why I'm back, 8.11 came out and it's suppose to be good so I'm giving it another shot, maybe I could use it as an Android game console to toss in my bag or something if it's stable enough.
Anyway, kind of went off on a rant there. Nubia is trash, the phones are cool, but if you buy one, just pretend you're buying something without warranty, no customer support, and you're entirely on your own once you get it. You buy these phones AS-IS because Nubia doesn't give an F about you after the sale is completed lol
bencozzy said:
This is the redmagic 5s forum I think you posted on the wrong place.
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It's still the same phone, they both even officially use the same firmware now. 5G and 5S are the same phone, they just have a different piece of glass on the back.
However, I was just responding in coordinate to the OP having a bad experience with the company Nubia, as I also had a bad experience with the company, it's still relevant as the device doesn't matter when we're addressing the customer support we received.
Guys I need some help. If I am posting in the wrong place I apologize and please redirect me. My less than a month old 5S pulse (Christmas present we got both his and hers) literally just died while I was scrolling through my WeChat! I really loved the phone though up to that point. No the phone was not abused....I baby it! It had more than 90% charge at the time, was not running any apps so no stress, laying on the table beside me so not in my pocket or being charged. Literally just watching a photo on the screen and it suddenly dimmed black and died. No sign, no drama. Power button and volume buttons dont do anything....any ideas as to what to do are welcome :-(
I don't see a support thread for 5S here ...only 5G hence my above post
Phew thank God I saw this thread. Was really interested in the redmagic 6 pro, at £600 but stories like these freak me right out, I guess I'll be staying away.
Patrick Morgan said:
I don't want to nit pick. you are right in some points. but I'd like to point out a few things.
you're giving them questions in English, which they need to translate then organize into a response then re translate it back for you to understand.
They are based in Hong Kong, So I would assume the number of local English speaking people a small sub section of an already crippled tech giant (due to US sanctions of ZTE) have the space to employ customer service agents in English. when their main market is China.
you took that way out of bounds dude. they are still trying to do their best. with awful translation programs.
your questions were understandable to an English person but you got to understand WHO you're chatting with. and how they will see and understand your messages.
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Hi, I'll jump into the conversation as it's similarly relevant to my case.
I agree with the rest of your arguments, but including the part where you, yourself mentioned possible nitpicking & in a limited context, will side with the OP.
I have a feeling you try to see the best in people & also in this case, focus on the "human being".
That's noble of you, but let's keep in mind that at the end of a day, we're (as client) making a financial transaction & expecting/owed reliable support. It's not the client's worry how the supplier (in this case, Nubia) sorts out his support structures, but the supplier, needs to manage client expectations & deliver a service of relevant quality.
1: I'd agree with the OP, that Nubia has terrible support.
- being fully aware that they are providing a global service (assuming OP reached out via the global or EU portal), should provide adequate support - meaning service desk agents or support staff with adequate command of the English language.
- responsiveness - my particular case has echoed OP's experience - terrible response times. To the extent of "some benefit", they did follow up on some questions with a week's/week & a half, delay.
- knowledge & eagerness to provide client satisfaction - they will never tell you that they don't know something but will consult internally & come back to the client with a satisfactory response (I was asking about the reason behind the differences in power adapters in the different regions - global/china).
- misc - not following their legal obligations & releasing adequate GPL code within required timelines (example: kernel).
- the device is crippled on unlocking the bootloader (fingerprint scanner stops working). Understandably, any activity AFTER unlocking a bootloader (example: messing with system files) is not RedMagic's worry, but the sole fact of just unlocking the bootloader should not cripple functionality. Relevant behaviour in other OEMs (Sony Xperia - the camera stopped working after unlocking the BL, but they fixed their approach in time).
2: they will not take ownership for blunders & do their best endeavours to make it up to the client.
Case: I ordered my phone on the 10th of April, it was stuck in processing for 2 weeks (their shipment policy mentions a maximum of 4 days for processing). It's still not here (major city in the EU). Even in the most pessimistic variant, the device should have been at my doorstep, yesterday at the latest & I'm looking at a delivery near the end of the week.
They cancelled the first FedEx shipment, were not forthcoming/(fully) transparent regarding the cause.
Mistakes happen, but if I were a supplier who's keen on building brand loyalty & focused on the quality of my service, I'd go miles to try to make it up to the client - in this case, I would have at least expected the fastest shipping & maybe a gesture of reparation (some accessories, or at the very least discounts for purchases in the future).
The only thing which kept me from going for the Black Shark 4 Pro was the absence of an under-display fingerprint scanner. I admit that RedMagic seems to be the current leader of the gaming phone niche, but other OEMs have caught onto this segment & in a year or two, should RM keep their current approach/practices, will start losing relevancy, as at the end of the day, client satisfaction is all that matters & this should be the foremost priority of any business owner.
adwinp said:
Hi, I'll jump into the conversation as it's similarly relevant to my case.
I agree with the rest of your arguments, but including the part where you, yourself mentioned possible nitpicking & in a limited context, will side with the OP.
I have a feeling you try to see the best in people & also in this case, focus on the "human being".
That's noble of you, but let's keep in mind that at the end of a day, we're (as client) making a financial transaction & expecting/owed reliable support. It's not the client's worry how the supplier (in this case, Nubia) sorts out his support structures, but the supplier, needs to manage client expectations & deliver a service of relevant quality.
1: I'd agree with the OP, that Nubia has terrible support.
- being fully aware that they are providing a global service (assuming OP reached out via the global or EU portal), should provide adequate support - meaning service desk agents or support staff with adequate command of the English language.
- responsiveness - my particular case has echoed OP's experience - terrible response times. To the extent of "some benefit", they did follow up on some questions with a week's/week & a half, delay.
- knowledge & eagerness to provide client satisfaction - they will never tell you that they don't know something but will consult internally & come back to the client with a satisfactory response (I was asking about the reason behind the differences in power adapters in the different regions - global/china).
- misc - not following their legal obligations & releasing adequate GPL code within required timelines (example: kernel).
- the device is crippled on unlocking the bootloader (fingerprint scanner stops working). Understandably, any activity AFTER unlocking a bootloader (example: messing with system files) is not RedMagic's worry, but the sole fact of just unlocking the bootloader should not cripple functionality. Relevant behaviour in other OEMs (Sony Xperia - the camera stopped working after unlocking the BL, but they fixed their approach in time).
2: they will not take ownership for blunders & do their best endeavours to make it up to the client.
Case: I ordered my phone on the 10th of April, it was stuck in processing for 2 weeks (their shipment policy mentions a maximum of 4 days for processing). It's still not here (major city in the EU). Even in the most pessimistic variant, the device should have been at my doorstep, yesterday at the latest & I'm looking at a delivery near the end of the week.
They cancelled the first FedEx shipment, were not forthcoming/(fully) transparent regarding the cause.
Mistakes happen, but if I were a supplier who's keen on building brand loyalty & focused on the quality of my service, I'd go miles to try to make it up to the client - in this case, I would have at least expected the fastest shipping & maybe a gesture of reparation (some accessories, or at the very least discounts for purchases in the future).
The only thing which kept me from going for the Black Shark 4 Pro was the absence of an under-display fingerprint scanner. I admit that RedMagic seems to be the current leader of the gaming phone niche, but other OEMs have caught onto this segment & in a year or two, should RM keep their current approach/practices, will start losing relevancy, as at the end of the day, client satisfaction is all that matters & this should be the foremost priority of any business owner.
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- Nit picking, in terms of what device to buy, its a personal call. if you prefer to side with another that is totally OK and is not my problem.
- For seeing the best in people, you've not read my posts on Nubia support and their lack of actual support I've written a few times here on XDA.
in a basic manner, if the phone turns on, and the basic features advertised and (mentioned in the small print) is working as described, all other features and options are of a personal preference.
Features like - what do you mean I can't enable and disable the fan from the dropdown notification menu? or why is NFC not a togglable tile in the drop down menu either? ( both options have been added by custom app developer on our Telegram group) but Nubia have stated it was not intended and wont be added. (but they added those options in the 6 series devices {oh did they now?}) - strange how those that have already paid them money have been left behind on features that would be very easy to add) ( the code is freely available on github)
- Global service to sell devices. support its a toss up based on warranty ownership. (its why they only support devices that are bought directly from them) all stock is shipped from Hong Kong. its a Chinese business selling stuff from china. they use a translation app / program to communicate with most customers. there is a few people like Jerry here, that have decent enough command of the english language, but still fails to understand some things. their staff are all ... ALL Chinese. English is not the only Language in the world so they have to adapt to all other languages too. (redmagic Phones are actually sold more in the Indian / Arab regions of the world outside of the Asian / Chinese markets. so English customer services is actually a few steps below any kind of priority before their other more paying customer regions. which covers their response time. I usually get a 3-5 day time line. (maybe I'm more polite about my messages to redmagic.gg ?? ) maybeI dont know.
- My last message to them was about the current bug-list for the 8.59/7.60 roms all I got was. thanks we will forward to the department responsible. .. some 5 or so weeks ago. Go team red for that awesomely fast R&D department - Not.
- GPL source codes. ? what GPL source? were does it say they need to provide adequate sources? does this mean Nubia as well as almost every other OEM have broken the law?? OMgosh we need to bring all the peoples to court.
almost all OEM release old broken non up to date sources. even Nubia, Sony, Samsung, Xiaomi, IQOO, POCO phone, Mediatek, Qualcomm, Etc you will always find a few devcies that quite literally have no source at all published anywhere, and then you'll find sources that are so broken, with base drivers and other stuff that even making hardly boots on the required hardware. needin additional work to get booting, then bug fixed to get stable. nothing like the stock kernels that the oems release with up to date roms. for Nubia for example - the current A11 kernel they released is a almost direct copy of the base Android 11 kernel. just without some needed things to actually compile and boot. (even the triggers) you gotta make those yourself. - kernel source is provided as required by law. take Nubia to court if you need any more sources I'm sure google will help with that eventually in about 40 years.
fingerprint sensor being corrupted when unlocking bootloader is not a bug. Its actually a feature added to the device by Qualcomm. According to Jerry it was done on purpose and is not a bug.
Shipping and processing, sometimes can literally be out of their hands. with covid now some companies are required by law to close for 2 weeks. at their own loss, instead of advertising that their shipping processing center was closed or limited, its possible it was on hold for 2 weeks due to something they couldn't deal with.
but as customer processes like these are common, writing to them to find out what's going on with a 3 days delay before writing once again with the order number and a request for a refund usually gets them to contact you pretty fast.
client satisfaction at point of sale is all that matters. once they have your money, you don't get it back.
to be honest though. Jerry has, every time I've put someone in his direction for a genuine warranty service he has been on point and helped everyone he could. his estimates are rubbish though and he should stop telling people update will be out on X day because it nearly never true and never his fault (his fault he got the date wrong, but not his fault its delayed)
he's not in charge of software development but he can give suggestions and push requests that are demanded ALOT.
So if 3 people (in my current experience here on XDA and the some 700+ people on the telegram group) there is 3 people I have personally seen report the hz refresh rate issue on youtube and instagram and other common apps like this on the new Android 11. so unless there is a big. like a few thousand people getting in Nubia's faces about this on their twitter, facebook, and other social media sites and talking about the lack of support for updates etc like myself and few other members did back in January this year to get Android 11 for the global customers Nubia will sweep most of these things under the rug until its a big pile of crap they need to clean by dealing with it.
thats the only option for companies that don't respond or help. hurt their marketing image and they'll jump to help you.
privately request, or even publicly post here on XDA where most Chinese people wouldn't even know what this site is at a first glance and you're not getting the message to the right people.
contact support. when that does not work, go social and go big. its the only way to get the message through.