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Hey xda,
Just wanted to share my experience on a warranty repair with unlocked bootloader. Incase any of you are about to go through this.
I've had to recently send in my phone on a warranty repair for a dead pixel and also getting static interference on my phone speaker when the ringtone is sounding on a incoming call.
Upon calling them they offered a exchange but after I told them I had an unlocked bootloader they said they can only do a repair job on it.
So I ship my phone and 2 days later I get a repair quote for $196.00. I call them to find out specifics and they said I need a new motherboard. My phones been in it's sleeve since I first got it a few weeks ago and absolutely has never been dropped. Which means a failing motherboard came with my phone from the beginning. Now they are telling me that an unlocked bootloader voids my warranty. I have pointed out to them that I know of plenty of people with unlocked bootloaders & clear hardware malfunctions who were able to get a warranty repair or even a warranty exchange!
Now my ticket is being escalated and I will hear back from the higher ups in 48-72 business hours.
Any helpful advice guys?
Thanks,
-L
All you can do is wait... I'd bet that the escalation people will approve the repair under warranty. If not, then everyone needs to be on notice and my prediction has come true.
Code:
I told them I had an unlocked bootloader
Wonder if they would have just sent you a new one if you didnt say that.
By "static interference on my phone speaker", do you mean you hear static when the speaker is ringing? Does the speaker-phone play music without static noise?
britoso said:
Code:
I told them I had an unlocked bootloader
Wonder if they would have just sent you a new one if you didnt say that.
By "static interference on my phone speaker", do you mean you hear static when the speaker is ringing? Does the speaker-phone play music without static noise?
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I think they would've sent a new one but I had to put a $529 on a credit card to do so (which I would've done). But I was afraid that they would've kept the $529 if they found out that my original phone bootloader was unlocked. So I figured I'd tell them for the sake of good karma...I'm really not trying to hustle HTC here.
Yes every couple of calls when my phone rings, the ringtone would be accompanied by a lot of static. I've tried playing back music and trying to recreate the problem but I couldn't get any static out of it on my own. Just randomly happens on it's own during incoming calls. Didn't matter what ringtone I was using or what radio I was on.
lazaro17 said:
I think they would've sent a new one but I had to put a $529 on a credit card to do so (which I would've done). But I was afraid that they would've kept the $529 if they found out that my original phone bootloader was unlocked.
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The $529 deposit is so you have an incentive to send back your old phone and not keep both. Once they receive it, the charge is undone.
cekle said:
The $529 deposit is so you have an incentive to send back your old phone and not keep both. Once they receive it, the charge is undone.
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Yea I know its just a temporary hold but I thought they inspect your old phone upon arrival. Guy on phone told me they can't do anything with unlocked bootloader phones on exchanges which is why it was out of the question. I was just afraid that my old phone would get there and they realized it was unlocked...would've been a more complicated situation then since they are holding my $529.
Where you from? need put $529 for deposit? Being charge $196.00 a bit high, so poor you.
Then service center in Singapore is better, no need any deposit, mine one also root and dead completely and they fix for me FOC.
I'm in Miami, Florida. Had to send it in to HTC in Texas I think.
I will wait and see when they get back to me from the ticket escalation. Hopefully there's a kind soul there!
May god bless you, wish you all the best
Get it replace FOC
Mother board replacement to fix dead pixel
HTC charged me £128.00 to repair signal fault on my N1. They told me that it needs a new mother board as i've unlock the bootloader.
I think they riping peoples of who ever unlocked there bootloader and send for warranty.
I don't understand you, a new motherboard for the issue with the faulty signal?, or the motherboard is to lock the bootloader?
Not to be mean... but you did unlock the bootloader and void the warranty. It's clearly stated everywhere that this is the case.
I don't see what the problem is.
Seems HTC will 'change' the motherboard for anything.
When I thought I would be stuck on ERE36B for ever, I anonymously asked them if there was a way to get it regressed to official firmware. As you may have guessed, they told me they would have to replace the motherboard at a cost of £105
When I sent them my phone for a cosmetic issue, it came back with ERE27 and the same IMEI, so my original motherboard.
Sounds like they're just trying to scam people to be honest.
I've read elsewhere that HTC doesn't repair motherboards. Their fix for everything seems to be just to replace the motherboard.
Not to be mean... but you did unlock the bootloader and void the warranty. It's clearly stated everywhere that this is the case.
I don't see what the problem is.
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I agree but I really thought the build quality on a $500 dollar phone was going to outlast 3 weeks before I had to send it in. You have to see both sides of the story here. Sure it protects HTC but what if on the other hand there's a lot of faulty hardware out there and it actually starts working in their favor. As we're all noticing here now their "repair" process seems to just be an automatic new motherboard. Sounds like a rip off.
So after the escalation they still don't want to cover it with warranty. The rep on the phone says that replacing the motherboard could reinstate the factory warranty. Basically it looks like they are trying to do all these MB replacements on rooted phones so that you have a locked bootloader again & warranty...at the cost of $196.
I asked if i can get a quote for just a repair on the dead pixel and was put on hold for 10 minutes. Finally the agent gets back on the phone to tell me he needs to escalate the ticket in order to get a price quote for just the screen. So now I won't hear back from them until Monday (the earliest) in order to find out how much it is to fix a dead pixel issue.
This is the second time my ticket has been escalated and going onto a week without my phone. It seems like the escalating thing is a nicer way of them saying "don't call us back for a few days."
Getting very frustrated at this point.
I have to say, that it doesn't seem right to charge for hardware repairs because of a rooted phone. I'm going to go read their warranty policies and also look to see if I can find an official message on the web from Google saying that only the software warranty is void. If they make no distinction, then its not even a plan B option for me.
Currently I want the Desire. If it doesn't become available with in the next month or so, I was going to get a Nexus One for the Verizon network.
I feel for you on this one. Activating a change in software really should not affect their hardware obligations to you. I can see them charging you if you sent your phone in and software caused an issue with your device some how but thats not likely the case here.
deekjx said:
I have to say, that it doesn't seem right to charge for hardware repairs because of a rooted phone. I'm going to go read their warranty policies and also look to see if I can find an official message on the web from Google saying that only the software warranty is void. If they make no distinction, then its not even a plan B option for me.
Currently I want the Desire. If it doesn't become available with in the next month or so, I was going to get a Nexus One for the Verizon network.
I feel for you on this one. Activating a change in software really should not affect their hardware obligations to you. I can see them charging you if you sent your phone in and software caused an issue with your device some how but thats not likely the case here.
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Thanks, I was trying to look over it myself as well. I don't see much clarification between hardware and software warranty.
I tried calling HTC to file a complaint (mostly over the repair process) but they have no complaint system set up.
I would love to be able to write someone higher up at HTC or even Google explaining my situation. I can't find any contact email on the internet. I know sometimes these things can be resolved just by getting in touch with corporate offices or headquarters directly.
Anyone have any useful (public) emails for either HTC or Google?
lazaro17 said:
Thanks, I was trying to look over it myself as well. I don't see much clarification between hardware and software warranty.
I tried calling HTC to file a complaint (mostly over the repair process) but they have no complaint system set up.
I would love to be able to write someone higher up at HTC or even Google explaining my situation. I can't find any contact email on the internet. I know sometimes these things can be resolved just by getting in touch with corporate offices or headquarters directly.
Anyone have any useful (public) emails for either HTC or Google?
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Keep me updated. I called t-mobile today and set up Insurance which covers lost/stolen/cracked screen/ blown up for 4.79 a month. Its a 130 deductible too. Worst case is I get my phone back, send them the swap and then play some nexus firsbee. If your in the Chicagoland area, please join me.
Hitorii said:
Keep me updated. I called t-mobile today and set up Insurance which covers lost/stolen/cracked screen/ blown up for 4.79 a month. Its a 130 deductible too. Worst case is I get my phone back, send them the swap and then play some nexus firsbee. If your in the Chicagoland area, please join me.
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Ah crap. I've missed the 14 day insurance period by a couple of a days. I had no idea they offered it.
i know it's not related to the above issues but...
got dinged for 55 bucks for dust under the screen since i had an unlocked bootloader.
also pissed because the guy on the phone told me the bootloader would also be relocked as per my request. going to give them a call about that monday...
Dear Readers,
I am about to tell you my story of myself a current Galaxy Note user and the unfortunate episode when my phone had problems. I have been a long time user of xda, but a first time poster of this wonderful forum.
First of all I want to tell you I currently reside in Australia, Sydney and I am a Vodafone customer. I have been using this phone for about 6 months without any problems whatsoever, until a couple of weeks ago my phone started to inconsistently charge. At first I thought it was a cable issue, so I isolated the problem with a different cable and it didn't work. Fear and doubt crept into my mind for the next couple of days, if I should return the phone to Vodafone for repairs because as you may have guessed, my phone is rooted with a custom rom called, "AllianceROM_N7000_ICS_v2.1" with the wonderful "SpeedMod Kernel".
I searched through google and I found out that I wasn't the only person to have this problem with this charging issue. From further research I also found out that some people have claimed that sending a rooted phone into repairs will void your phones warranty, and some other people say that it won't void your warranty. Rather confused with this conflicting information, what other better way to confirm this issue than to call up Samsungs service centre. When I asked, the gentlemen on the other end just simply answered, "Yes".
So with this new information, I finally decided to unroot my phone and installed a stock official rom called N7000BDULR5_N7000BVAULR4_VAU. But before I did all this, from further research through XDA's forums I found out that I needed to reset my Binary count with Triangle Away by Chainfire. But with the issue of the phone not charging properly, it did not help with the issue of unrooting the phone, because the battery was constantly flat. After painstaking hours I finally unrooted my phone.
As I came home after handing my phone into Vodafone, a thought crept into my mind. Will they void my warranty, if I did not have the bloatware in which Vodafone has pre-installed into the phone? Because the stock rom in which I installed did not carry the bloatware.
Through the following week of praying that they will not void my warranty because of this issue, I got a message from Vodafone to pick up my phone. I called Vodafone customer repair centre and they told me that they have fixed the issue by replacing the micro usb connector which the pins was dislodged and also the UNIT-SUB PBA- which is the motherboard. Vodafone told me that this is a rare case in which the both of these hardware issues occur in the Galaxy note. Phew..
As of right now I am charging my phone without any problems so far. I will keep you guys updated if I have any other further issues with the repairs done on my phone.
I'm in Malaysia and I had the similar problem with you as well.
Initially I sent in my phone with the stock ROM but I forgot to reset the binary count and the 3rd party service center voided my warranty.
I took back my phone and installed "triangle away" by chainfire which reset my custom binary count and this time I sent it in to Samsung for a warranty claim and after the next day. They called me to collect my phone and my mother board + micro usb was replaced.
I did a little research myself and I've came to this conclusion and incompatible external battery packs messed up the system as I never had an issue with my phone charging till I bought myself a cheap external batter pack charger which then i guess messed up my board.
conclusion for me:
invest in a proper external batter pack which is compatible with the N7000 battery.
Congrats on getting your phone repaired without getting caught. Same thing had happened to me when I gave my phone to ssc. I had unrooted and used triangle away but unfortunately forgot to uninstall it. My phone was repaired and it still had triangle away in it. I guess they don't look into the phone that closely.
Sent from my GT-N7000 using xda app-developers app
without getting caught.
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the hardware is faulty, the pins don't last, apparently it's even a known issue at Samsung.. This repair has nothing to do with firmware. The phone boots, it runs, it can have different firmwares flashed to it, the issue is purely a hardware issue and so the warranty should cover the repair even with the custom binary... i dont like the loophole use by the warranty center when, as with this guy, the user clearly hasn't damaged the device... That would just be wrong.
Paranoid V. 5 | Hydracore 4.3 OC
GT-N7000
TopOfNewYork said:
the hardware is faulty, the pins don't last, apparently it's even a known issue at Samsung.. This repair has nothing to do with firmware. The phone boots, it runs, it can have different firmwares flashed to it, the issue is purely a hardware issue and so the warranty should cover the repair even with the custom binary... i dont like the loophole use by the warranty center when, as with this guy, the user clearly hasn't damaged the device... That would just be wrong.
Paranoid V. 5 | Hydracore 4.3 OC
GT-N7000
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Dear Mr TopOfNewYork,
You maybe correct about the correlation with software Vs hardware issue that may render your phone having problems. But no legal terms and conditions will release the manufacturer of any legal liabilities with the products being offered to the public. (In Australia it is called the Australian Consumer Law 2010, Please check with your local countries consumer protectionism law.)
On another note, the phone has a random automatic reboot issue at random times, and as of now wont even boot to Touchwiz UI. The only way I can use the phone is to directly charge the phone, while using it. I have had the phone for two days from the date of it was returned to me, and I have complained (in a logical, non violent yelling manner) to Vodafone and they have agreed to send me a new Samsung Galaxy S3 16gb White.
I am absolutely satisfied to receive a new phone, and will update the situation about the new phone on the S3 forum.
Thank you for reading and have a happy and prosperous year.
Glad to know you got your problem solved.
Sent from my GT-N7000 using xda premium
I sent my phone to samsung while it was still rooted and had a custom rom on it, they mustnt even check if its a hardware fault cause i had it back within 5 days with a new screen.
Alexanderbooth said:
I sent my phone to samsung while it was still rooted and had a custom rom on it, they mustnt even check if its a hardware fault cause i had it back within 5 days with a new screen.
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Well I just sent my Note 2 in and it took the service center 2 weeks to enter my phone...during that time Samsung cancelled my claim because the service centre in Quebec didn't enter it in time.
I called Samsung and they called the center and set them straight and now I just got a reply that my phone, while rooted, has never had a custom ROM on it and never had anything but stock...I rooted it only to kill the rogers bloatware that I could not uninstall.
I just got a reply and they told me the repair will cost $672 to repair the screen due to it being rooted....wtf
Reason it was sent in was in woke up, unplugged my phone from charging and noticed a stuck red dead pixel on the screen...wasn't there the night before....so how does root on a stock phone cause an hardware issue....time to call and complain to Samsung.
This is unreal....
I too had the problem! First I thought it was lint, etc, so I prodded etc. It would charge for5 min then stop.
In the end I got a new daughter board for£10 with the USB socket, new mix and antenna. Took less than ten mins to fit. It's been like new since.
I've the same issue on my Kindle HD, but that's another tale........
Box 13.
I unrooted my phone before giving it to the "Samsung" repair shop, which in my town is just a dodgy phone shop with a big Samsung sticker on the window. I got it back the next day with an untested bad ROM update so the keyboard just typed nonsense.
In the end I spent ages fixing the damage they caused and never got to the bottom of the original issue.
Sent from my GT-N7000 using xda app-developers app
Never had to warranty repair any of my Samsung devices until now...hope I never have to again as they suck!
Respect lost.
I had a rooted N7000 go into Samsung service with a hardware & a software issue & both issues were sorted under warranty for free & no mention of it being rooted, (it came back unrooted).
Sent from my GT-N7105 using xda app-developers app
I had unrooted device with blue hotpixel, these dumbasses first tear it down, then realized the receipt is not enough for proof so they want an invoice from seller stating where he got phones from. And because seller was a retard he didn't send me it in time, they reassembled the phone and sent it back (leaving a hair between frame and screen - proves that it was disassembled) I wonder for what they got grade A from Samsung...
From the same private service center, once they tried to prove that non-rooted and untouched phone was flashed (it was aftermath of failed Kies/Odin update), intervention in Samsung Poland helped, they sent a new phone.
In any case of imbeciles at service senter, contact Samsung, their people usually have more knowledge and are willing to help
Gambolputty said:
I had unrooted device with blue hotpixel, these dumbasses first tear it down, then realized the receipt is not enough for proof so they want an invoice from seller stating where he got phones from. And because seller was a retard he didn't send me it in time, they reassembled the phone and sent it back (leaving a hair between frame and screen - proves that it was disassembled) I wonder for what they got grade A from Samsung...
From the same private service center, once they tried to prove that non-rooted and untouched phone was flashed (it was aftermath of failed Kies/Odin update), intervention in Samsung Poland helped, they sent a new phone.
In any case of imbeciles at service senter, contact Samsung, their people usually have more knowledge and are willing to help
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Click to collapse
Phones are under warranty by the date of manufactur ... you don't need reciepts or anything, it doesn't matter if its been sold to ten different people with no reciepts its still under Samsung Warranty.
Sent from my GT-N7105 using xda app-developers app
Unfortunately not in Poland, they still require at least receipt, but new internal procedures of service center require shop's invoice, especially since they see phone was bought in service/second hand shop (still it was brand new, untouched etc.), maybe they're just too dum dum to handle their internal stuff or are afraid it was serviced somewhere else, I must speak with Sammy about this
Gambolputty said:
Unfortunately not in Poland .........
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Why Samsung would tell you that I have no idea.
Samsung here in Canada asked for a copy of my receipt to be faxed within 5 days or the claim would be void.
morabass said:
I unrooted my phone before giving it to the "Samsung" repair shop, which in my town is just a dodgy phone shop with a big Samsung sticker on the window.
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Personally, I would strongly suggest to find authorised local service centres from the Samsung website of one's respective country/region. Alternatively, one could either call or send an e-mail to the customer support of one's respective country/region to enquire about the details of authorised local service centres.
For illustrative purpose, I would find the Samsung website for my country/region from, http://www.samsung.com/uk/function/ipredirection/ipredirectionLocalList.do, and I would then proceed to find authorised local service centres by using the Find Service Locations found under the Support menu.
:good:
Udonitron said:
Samsung here in Canada asked for a copy of my receipt to be faxed within 5 days or the claim would be void.
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OK, I've been looking at a few countries warranty wording & yes it does say "Original purchase reciept" required for repairs so strange as it sounds they abide by different rules depending where you live.
I've not been asked for anything other than my personal details & address for collection. Yes that's right Samsung (I'm in UK) arrange to collect the phone & then deliver it back afterwards without any proof of purchase or reciepts. I have friends who have done the same & several of these phones including mine were bought secondhand but still in warranty (2yrs on some phones).
I want to share my warranty claim experience too (indonesia):
1. Galaxy S3, broken camera hardware. Clear binary, Flashed stock JB, sent to SSC. Asked for original purchase receipt, didn't have it. So i asked her to check the phone by serial number, warranty granted, fixed in 3 days and whooaa got extra 3 month warranty. I bought it when S3 launching event at June 12, extended to 31 sept 2013
2. Broke my Galaxy Nexus usb ports pin so usb cord can't plug properly and sometimes not detected in PC. I was too lazy to flash stock.. So with unlocked bootloader & Paranoid Android rom installed i went to same SSC, haha asked again for receipt and i didn't have it also. Granted, and got it fixed less than 1 hour
Sent from my Galaxy Nexus using Tapatalk 2
Hi I never dropped my galaxy s4 but it was on my bed on the blanket and didn't know it was there flipped the blanket and it fell on its corner onto the floor, and the screens pixels were busted it wouldn't display image but everything was fine. had the phone for 2 weeks brother went in and got it replaced and there sending it in for repairs, but what they don't know is that the phone is rooted so warranty is voided? Will they end up calling me back when they get to fixing it and rebooting it... and charge me a fee even though I ahve a brand new galaxy s4?
From what I was told last week when I inquired about my cracks unsuccessfully was that they will send the phone in for repairs and inspect it separately. If they find anything that breaks the terms with AT&T (physical cracks after 2 weeks, or anything else), they have the "right" to charge you the price of a new phone (even though you may get a refurb). Also, it makes their location look bad for taking in a ineligible phone. Heck, the place that referred me to the AT&T warranty location wanted the name of the rep that referred me to them "to keep on record". I took it more as "to school them to do a better job at identifying problems".
In this case, it potentially might, as they can't simply just do a factory reset, repair the phone, and sell it back as a refurb. They would need to go all out to restore everything back to normal.
My opinion, be ready for a $600+ bill, or a call saying, "yeah, we can't cover it anymore". Sucks, but I wouldn't doubt AT&T does that.
alex6speed said:
From what I was told last week when I inquired about my cracks unsuccessfully was that they will send the phone in for repairs and inspect it separately. If they find anything that breaks the terms with AT&T (physical cracks after 2 weeks, or anything else), they have the "right" to charge you the price of a new phone (even though you may get a refurb). Also, it makes their location look bad for taking in a ineligible phone. Heck, the place that referred me to the AT&T warranty location wanted the name of the rep that referred me to them "to keep on record". I took it more as "to school them to do a better job at identifying problems".
In this case, it potentially might, as they can't simply just do a factory reset, repair the phone, and sell it back as a refurb. They would need to go all out to restore everything back to normal.
My opinion, be ready for a $600+ bill, or a call saying, "yeah, we can't cover it anymore". Sucks, but I wouldn't doubt AT&T does that.
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Do you think it will happen to me im from canada and my phone company is bell mobility
unf0cus said:
Do you think it will happen to me im from canada and my phone company is bell mobility
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No idea ... hopefully they're a bit more forgiving.
alex6speed said:
No idea ... hopefully they're a bit more forgiving.
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Hey man I think I got an idea though
what if they call me about it the fee and I just say I never knew this would void the warranty and stuff and I didn't even know about warranty till my family told me, just like bs my way through it, tell them i got a friend to root my phone and stuff.
Then if that doesn't work just try and bargain with them or something, saying can I just pay the repair fee and trade back for my old phone(not rooting this phone yet...) and stuff?
You think any of these idea's will give me a shot
rooting does not void hardware warranty..how many times do we need to go over this.. they need to prove that rooting has anything at all to do with a hardware failure.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2
lgkahn said:
rooting does not void hardware warranty..how many times do we need to go over this.. they need to prove that rooting has anything at all to do with a hardware failure.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2
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Is this true, I mean, I thought just rooting voids warranty because NOT just cause a hardware failure can happen, but because its just modifying the phone in a way you aren't suppose to or something like that. Every time I see something about rooting everyone mentions it voids warranty,
now to my main point on this though, I came across something from bell, and just want to clarify with your guys opinions.
Here's the link http://support.bell.ca/Mobility/Rep...rs_warranty_for_my_Bell_Mobility_device_cover
It says around in the middle that:
The manufacturer's limited warranty does not cover defects or damage caused
improper storage
damage from liquids
unauthorized modification
misuse
neglect
abuse
accidents
alteration
improper installation
abnormal operating conditions
events outside of human control, such as natural disasters, for which no one can be held responsible.
The key word here is caused
Now lets say my phone screen stopped working due to rooting and doing something you can with rooting the phone, warranty is voided.
Now lets say this for what really happened in my situation. My phone is rooted, but the screen is not damaged because of the root, it is damaged because I dropped it -- but they don't know that I just told them it was a defect that the battery screwed up the screen.
So technically I never voided warranty?! Thoughts?
You should be fine. Warranty should not be void from rooting, unless they can prove that rooting your phone caused the damage! US carriers really don't check anyway.
Sent from my HTC One using xda app-developers app
Okay well I'm restoring my new phone back to how my previous phone was I backed it up using twrp onto my sd card,
so I custom recovered my new phone with twrp, and tried restoring it and it failed, then I remembered that I screwed up my phones lcd density so I installed another stock firmware using odin, then worked from there and installed a custom kernel then just before I damaged the phone I backed it up using twrp onto my sd card previously stated here.
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My S4 is acting very weird any help would be great, a few days ago a touches the power button to wake my phone and the screen did not respond, but I'm noticing that I slide my finder as soon as I press the wake/power on button it responds but then it stop ..... anyone else has had the same issue ???? and if so is it possible to solve it without an expensive trip to a support person, btw I no longer have coverage from my company to take it in and have it fixed
You are completely stock?
I have exactly the same issue.Got the Phone from a Friend,noticed it acts like you described and thought it will fix itself after beeing rooted and flashed with a custom ROM (i killed Knoxcounter with that,3xx days Warranty left down the drain).
Nothing will help,no factory reset/cachewipe/reflashing of stock-firmware or any Xposed Crash-Fix-Module.
I changed the battery,used it without SD Card,without SIM and even tried the "Secure Mode" Samsung support suggested.
I`ve read some posts about this problem and everyone that reported back said he had to hand over the device to Samsung and got either a replacement board or a new Device alltogether.
Expect 200€ costs (as i do,since i would love to totally kill the board so Samsung doesn`t see the Knoxcounter but don`t know how and i think they find a way to see whats up),i will send mine in tomorrow i guess...
Tlailaxu said:
I have exactly the same issue.Got the Phone from a Friend,noticed it acts like you described and thought it will fix itself after beeing rooted and flashed with a custom ROM (i killed Knoxcounter with that,3xx days Warranty left down the drain).
Nothing will help,no factory reset/cachewipe/reflashing of stock-firmware or any Xposed Crash-Fix-Module.
I changed the battery,used it without SD Card,without SIM and even tried the "Secure Mode" Samsung support suggested.
I`ve read some posts about this problem and everyone that reported back said he had to hand over the device to Samsung and got either a replacement board or a new Device alltogether.
Expect 200€ costs (as i do,since i would love to totally kill the board so Samsung doesn`t see the Knoxcounter but don`t know how and i think they find a way to see whats up),i will send mine in tomorrow i guess...
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Click to collapse
Why are you so sure that Samsung won't fix it? I see you use €, that means you are in the EU.
No rooting, flashing, will ever void your consumer rights. So the store you bought it from still has to fix it, if it's a hardware failure.
Here in the Netherlands Samsung will always fix your phone even if you bricked it. So don't believe those stories about tripping Knox voiding warranty. Because in a lot of cases it's just not true.
Lennyz1988 said:
Why are you so sure that Samsung won't fix it? I see you use €, that means you are in the EU.
No rooting, flashing, will ever void your consumer rights. So the store you bought it from still has to fix it, if it's a hardware failure.
Here in the Netherlands Samsung will always fix your phone even if you bricked it. So don't believe those stories about tripping Knox voiding warranty. Because in a lot of cases it's just not true.
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Well,i am not sure but its a 50/50 chance and i am scared that they will refuse since it goes to a Samsung Certified Repaircompany and if you look at this post here,it doesn´t sound like they will overlook the knox-thing
http://forum.xda-developers.com/showthread.php?p=56694012#post56694012
This person is from Germany,i live there too at the moment
edit: to clarify,i can not return it to the store the device was bought from.They say,after 1 year i have to handle this with Samsung directly
Tlailaxu said:
Well,i am not sure but its a 50/50 chance and i am scared that they will refuse since it goes to a Samsung Certified Repaircompany and if you look at this post here,it doesn´t sound like they will overlook the knox-thing
http://forum.xda-developers.com/showthread.php?p=56694012#post56694012
This person is from Germany,i live there too at the moment
edit: to clarify,i can not return it to the store the device was bought from.They say,after 1 year i have to handle this with Samsung directly
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Click to collapse
It's not allowed what Samsung is doing.
And your store has to accept it. You should look at some consumer sites in your country. It's probably at least 2 years that they have to fix it for you (it could be longer, but not less).
The Shop grants 1 Year Warranty (which the device is over since 2 months or so) and Samsung offers a 2 Years period (first year covered trough the shop,so THEY have to deal with Samsung and you have to deal with Samsung for the remaining Year if anything goes wrong).
Samsung clearly states that the warranty is void if you trigger the knox-counter so it is up to the repaircenter to do it or not.Since i think they are "doing it by the book",the first thing they do is check Knox.If it is triggered,they will not even open it or see what the problem is,they will notify you that the warranty is gone because of Knox.
Tlailaxu said:
The Shop grants 1 Year Warranty (which the device is over since 2 months or so) and Samsung offers a 2 Years period (first year covered trough the shop,so THEY have to deal with Samsung and you have to deal with Samsung for the remaining Year if anything goes wrong).
Samsung clearly states that the warranty is void if you trigger the knox-counter so it is up to the repaircenter to do it or not.Since i think they are "doing it by the book",the first thing they do is check Knox.If it is triggered,they will not even open it or see what the problem is,they will notify you that the warranty is gone because of Knox.
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The shop isn't allowed to give 1 year warranty. It's at least 2 years.
As I said, check German consumer sites. See for example this:
http://europa.eu/youreurope/citizens/shopping/shopping-abroad/guarantees/index_en.htm
Thats what they told me,it was basically "get in contact with Samsung,we wouldn`t do anything different".Thing is,i just asked a techguy from a certified Samsung-Repaircompany on another Forum IF they refuse to act on warranty if they notice Knox is on 0x1 and he said something like "we check for tampering with the software/rooting and refuse to repair on warranty if there is an indication for it.Knox on 0x1 counts as indication".
So,there is no way to send it in and expect them to replace the board without payment.
There u have it folks!
I'm SPEECHLESS!!!! Walked in to a NYC Samsung repair center today, with a cracked glass on my back panel.
No -- I understand that I've voided the warranty by tripping knox, but to refuse a to-be-paid, out-of-warranty glass replacement because I have my phone rooted and their "hardware tests are failing" and that's the Samsung policy?????
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
Lexee said:
There u have it folks!
I'm SPEECHLESS!!!! Walked in to a NYC Samsung repair center today, with a cracked glass on my back panel.
No -- I understand that I've voided the warranty by tripping knox, but to refuse a to-be-paid, out-of-warranty glass replacement because I have my phone rooted and their "hardware tests are failing" and that's the Samsung policy?????
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
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Click to collapse
Wow - really? That sounds like someone has misinterpreted the policy. It's an out of warranty job that should be reasonably charged and that's that - what has knox got to do with anything? Even if the Knox flag wasn't tripped it would still be an out of warranty job. I'd complain to the store manager and probably to Samsung's social media contacts as well because that just doesn't sound right.
Knox cannot affect any repair, paid or not. USA has a law same as the EU about having the right to modify your own phone.
dlotters said:
I'd complain to the store manager and probably to Samsung's social media contacts
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This came from the store manager -- and trust me, I made my best effort to get all the same points across. The exact wording was this: "as an Authorized Samsung Repair Center, we're obligated to perform a series of hardware tests before returning the phone to the customer. Our hardware tests started failing right away because you have a tripped KNOX counter, so we couldn't proceed with the repair. It's the Samsung policy". Period. I guess their test #1 is, if Knox counter is greater than 0, FAIL. Maybe I should talk to a lawyer and see if I can somehow claim that Samsung wrongfully exposes me to a health hazard (being cut by broken glass) by refusing the repair under a made-up pretext.
Lexee said:
This came from the store manager -- and trust me, I made my best effort to get all the same points across. The exact wording was this: "as an Authorized Samsung Repair Center, we're obligated to perform a series of hardware tests before returning the phone to the customer. Our hardware tests started failing right away because you have a tripped KNOX counter, so we couldn't proceed with the repair. It's the Samsung policy". Period. I guess their test #1 is, if Knox counter is greater than 0, FAIL. Maybe I should talk to a lawyer and see if I can somehow claim that Samsung wrongfully exposes me to a health hazard (being cut by broken glass) by refusing the repair under a made-up pretext.
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Sounds like the manager is an idiot tbh.
His explanation makes no sense whatsoever.
The whole Knox status voids warranty in the States is crap but even that is irrelevant.
I'd make a noise on their twitter, Instagram, Facebook, etc and probably give their customer service line a call as well (assuming they have one there?) as this manager's stance just doesn't make any sense
Sent from my Galaxy S6 Edge
They are just covering their assess. It's failing a test they perform to make sure everything is in working order. So what happens when they repair the screen and something is not working properly, they will be on the hook to fix it. That being said I don't understand why they can't say if any other problems are there you will have to pay for the fix.
Sent from my SM-G925W8 using Tapatalk
Today I flashed stock recovery, stock kernel, stock ROM, did a factory reset and went back to the same center. I wanted to ask them to retry the same hardware tests again to see if maybe they succeed this time, with all software being stock. They obviously recognized me from the day before, checked the KNOX counter and just reiterated what I had suspected from the outset; that's it's not really about any "hardware test failing", but a straightforward policy. If KNOX is tripped, don't touch the phone for any reason. The manager said, "we have to guarantee any repair work for 90 days. If KNOX is tripped, we can't do that." They told me to try my luck with their main corporate office in Dallas. I guess I'll give it a shot.
Samsung REFUSES a Paid, Out-of-warranty Glass Replacement CITING TRIPPED KNOX...
Lexee said:
T
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
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Click to collapse
Why would they change their policy if people just go out and buy a replacement ? They win, they now have two sales instead of one.
Seems redundant & contradictory being 'outraged' and then to open your wallet and give them more cash.
lynxblaine said:
Knox cannot affect any repair, paid or not. USA has a law same as the EU about having the right to modify your own phone.
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Not sure where your getting EU info from but it's incorrect. They still void your hardware warranty and can refuse repairs / service of any description in the EU if your Knox efuse has been tripped.
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I will have to find it. Modifying your phone is a legal right in the UK same as usa. If your modification is the cause of the issue they can charge but if unrelated they can't and the warranty remains.
nookcoloruser said:
Why would they change their policy if people just go out and buy a replacement ? They win, they now have two sales instead of one.
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Nah, come on, I am sure the aim of this policy was not to squeeze the last penny out of their bottom line. it's a major international conglomerate! They sell millions of appliances in every country of the world! This policy literally came out of the mouth of some lazy bureaucrat in charge of handset service, who basically took a quick shortcut and called it a day instead of thinking through the many different possibilities! Hey, to me being out of a few hundred bucks is not the end of the world either. But it's just so WRONG on so many levels! It sends a BAD message about Android, and a BAD message about Samsung! This was not meant to be an Apple shop! I fell in love with this phone -- I switched from HTC One, and I EVEN switched from ATT to TMobile just so I can have unlocked bootloader and modify to my heart's content! And now they're gonna give me this nonsense about tripped KNOX when my issue is broken glass?? BAD, WRONG, STUPID policy! Gosh, I wish I could get this message to a higher level executive rather than customer service.
Anyway, I called the main Dallas headquarters, told them about tripped KNOX and my experience at the NYC center, and the rep told me to send it in to their main service center anyway and see what happens. He wouldn't say if tripped KNOX would be a deal breaker or not. He said generally tripped KNOX is a big deal, but they have more sophisticated equipment than the regional centers typically, they'll examine the phone, see "how" Knox was tripped and take it from there. Sending it in today and going to be without a phone for the next week or so. Hoping for common sense to prevail..
Common sense? Come on, you know that has no place in here...
Personally I have never understood how a software issue could be used to deny a warranty or repair claim on something like a shattered screen. I mean seriously, I now have root access, how did that make my screen crack? Now if my radio or something went wonky I could understand. But a broken screen???
May I suggest buying a replacement glass and making the fix yourself ? I did this myself 3 times on my Z3c and it's actually very easy to do.
This phone isn't really the Z3...
True, but the process should be the same. Heat it up with a hairdryer, remove and then install the new back cover which already has the adhesive on it.
You can watch a tutorial here : https://www.youtube.com/watch?v=5RD44M4J-Rk
And for replacement parts I used this website http://www.witrigs.com/replacements-for-samsung-galaxy-s6-edge
If you don't feel confident about doing this yourself you can go to any phone service and they will do it for you on the spot for a small charge of course.
Should not cost you more than 30$, I bet Samsung will charge a lot more (that is if they agree to repair it).
kind3r said:
And for replacement parts I used this website
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Wow! Unbelievable! Thank you so much for the reference! The phone feels so solidly built that I didn't even think of researching this because I thought messing with it by hand is totally out of the question! I have it currently shipped to Dallas service center, but if rejected, I will definitely try this! :good:
Update: phone was rejected by the Samsung main service center. "BER", "beyond economic repair". Pathetic.
I've ordered the replacement glass on ebay! Looking forward to making the repair myself! Thanks @kind3r!
*09/09/2015//19:18:50//0001773863//Telephone//ASC*
9/9/2015 6:13 PM-PBA Inspection: The unit has left the technician. SOLUTION: BER
*09/09/2015//19:18:49//0001773863//Telephone//ASC*
Device rooted/Knox warranty failure
*09/09/2015//08:47:15//0001773863//Telephone//ASC*
9/9/2015 7:41 AM-Jennifer Bastardo: Accessory: sim card tray
*09/09/2015//08:47:14//0001773863//Telephone//ASC*
9/9/2015 7:41 AM-Jennifer Bastardo: The unit has been received. Pack Condition: Fair Packaging (Box & Cushion)
Wth, Bastard..o
Good luck with the DIY repair, please let us know how it turns out.
Sent from my SM-G925T using XDA Premium HD app
Yeah, figures ...
What I don't understand is why ... the warranty is void anyway and it will be void the next time you turn in your phone anyway.
Perhaps they don't want to assume responsibility for damages that their technicians may do during this repair.
Good luck with your repair, I suggest using some guitar picks so you don't risk scratching the frame.
Also be careful with the broken glass as it may shatter.
That's interesting. Cracked my screen, sent it in for repair and they fixed it even with a tripped Knox counter. But that service center is a douche for doing that. And it sucks that Samsung has one of the best hardware in many expects so sometimes just saying I'm done with Samsung just may not seem like an options if you want top of the line android.
Sent from my SM-G925F using Tapatalk
Hey guys! My baby looks brand new again! Check out a pic! (I put the broken glass in the packaging in which the replacement arrived).
Ended up paying $17 for the glass on ebay and repairing myself. Come to think of it, having rooted my phone I walked away with a much better deal! lol Thanks again to all who stepped forward with advice!