Related
HI guys as i reported a few days back my hd died on me so i sent it to them to fix, well theyve got back to me 2day saying that:
"Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair."
they want me to pay 151 sterling for it, what you think shall i pay it? or shall i just buy the dam iphone! its really pissed me off is there any ways around it? is there a way to buy the the motherboard from some where else?
Why isn't the motherboard covered by the warranty? You didn't break the seal did you?
Fallen Spartan said:
If you can't even get phone to start, chances are its a motherboard problem and likelihood is that HTC will just replace motherboard without even looking at whats installed on device. Others have had same problem and they had no problems. However I CANNOT stand by this 100%. It will be a risk!!
Click to expand...
Click to collapse
Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
crajee said:
Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
Click to expand...
Click to collapse
But a custom ROM can't damage the motherboard... And since he is specifically talking about a problem "caused by damage that isn’t covered by warranty" and not "we have to charge you because your warrenty is void" I'm not too sure this is the problem...
I would ask them to specify what supposedly damaged the motherboard that isn't covered by warrenty!
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
thanks guys im thinking of getting it deliveryed without getting it "fixed" will only cost me 11 quid, and buy a new battery, is there anywhere you guys would recooment getting a new battery from? im assuming that they have managed to turn on the hd, which i couldnt do and panicked and sent it to them within a day, if i can turn it on ill down grade everything and then take it to tmobile as im covered with issurance
Chainfire said:
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
Click to expand...
Click to collapse
thanks i mite state this to them they didnt even specifically say how i managed to mess up my MB
i cant even get through to them now seems that all there support numbers are down
You'll find that all companies including HTC will try all methods of getting out of warranty and the fact that you have HSPL on your device (whether or not it was related to malfunction) will be enough for them to void your warranty.
Others have sent devices in and had no problem as device wasn't checked. You have been unlucky.
My device broke at the weekend and seeing as I have 2 HD's I decided it was worth the risk taking it apart. I managed to refix the motherboard due to a faulty loose connection. Took a while to figure it out.
HOWEVER I WOULDN'T ADVISE ANYONE TO DO THIS!!! THIS SHOULD BE DONE ONLY AS A LAST RESORT, AND ONLY IF YOU KNOW WHAT YOU ARE DOING!! ONCE YOU HAVE OPENED DEVICE YOU WILL COMPLETELY VOID WARRANTY!!!!
i managed to get through and spoke to some1 he said that the usb had something to do with the motherboard failing, im gona try getting it sorted through insurance, they are going to send me a more detailed reason for them charging me for repair, ill post it as soon as i get it
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Please let us know HTCs answer - I'm really curious to know what they have to say to your letter!
will do
scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
I have sent similar letters in the past - never receiving a response though.
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
Fallen Spartan said:
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
Click to expand...
Click to collapse
didnt think of that dam!
Chainfire said:
I have sent similar letters in the past - never receiving a response though.
Click to expand...
Click to collapse
realy? what did you write? if we make enough of a racket they have to respond 1 day
meandu229 said:
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
Click to expand...
Click to collapse
if you send it to them make sure you reflash the stock rom, i would have but the phone wouldnt turn on now there screwing me, so along as your phone works, reflash the stock rom and then send it
scar88 said:
realy? what did you write? if we make enough of a racket they have to respond 1 day
Click to expand...
Click to collapse
Who says they have to? They make enough money out of us already doing what they do. Why do they need to change? I'd be surprised if you get a response (though if you do, post it). I'd imagine they will just stick to what they previousy told you and state warranty is void due to illegal rom installed
By purchasing from a third party seller (an Amazon seller for example), am I forfeiting my warranty? Can I still get it serviced under warranty from LG?
I doubt it. You should always buy new with warranty if possible.
The phone is covered by the warranty, not the person who purchased it. The warranty starts counting when the reseller bought the phone from Google, however.
Sent from my Nexus 4 using xda app-developers app
You can. My friend helps me buy this phone together. I did a RMA two weeks ago. Get the purchaser email, order number, etc, then Call google store, Let them know you get this phone from your friend, then they should forward your request to some kind of specialist, who can finally help you to do something, like warranty transfer or RMA. That's my story.
Btw, I get a pretty bad attitude in a call with A SUPERVISOR from Google store. She says that there is no way you can do something if you don't purchase the phone. But the fact is not that.
Hope these help.
PickleHead said:
By purchasing from a third party seller (an Amazon seller for example), am I forfeiting my warranty? Can I still get it serviced under warranty from LG?
Click to expand...
Click to collapse
warranty transfers with ownership, Manufacturers have a legal duty of care to the ultimate consumers of their products if it is not possible for defects to be identified before the goods are received.
refer to Donoghue v Stevenson 1932.
en.wikipedia.org/wiki/Donoghue_v_Stevenson
Samsung has officially confirm that they will not honor any warranty they can see the Knox software being tripped, as in my case today.
They will not replace or repair any phone that has this status on the screen, as this is a directive from Samsung HQ.
Clarification from Samsung UK at last then. Bugger :crying:
Takes UK rooting to a whole new level then, especially with the amount of defective devices there has already been floating around. 0x1 is certainly a risk now more than ever.. especially if they won't fulfil any fixes even if you choose to pay.
samuel clarke said:
Samsung has officially confirm that they will not honor any warranty they can see the Knox software being tripped, as in my case today.
They will not replace or repair any phone that has this status on the screen, as this is a directive from Samsung HQ.
Click to expand...
Click to collapse
Any documentation like an email ?
Did you ask for a copy of this "directive from Samsung HQ"? There must be some kind of written documentation ....
Mittaa said:
Any documentation like an email ?
Click to expand...
Click to collapse
http://forum.xda-developers.com/showthread.php?t=2542127
documented in this thread, altho no emails etc, no reason to lie really.
Also, I've come to the conclusion that Samsung do UK repairs through third party shops (from when I looked for one in my city York), therefore they decide on what they will and will not repair given on Samsung's original advice it seems.
Nope direct words from the technical engineer at Samsung service center at Stratford Westfield I also have a the following email.
Regarding your Note 3, we have done some investigating into the fault and it turns out that the device has what we call, been rooted. This means that un official software has been loaded onto the device and in the end this results in the voiding of the warranty.
Please feel free to come and collect the handset but i am sorry to deliver the bad news.
Samsung Store
114 The street
Westfield Stratford City
London
E20 1EJ
OK so what I can gather from this is - Samsung themselves will NOT repair a device even if you try/offer to pay to have it done.
But.... Their third party representative shops seem to be carrying out repairs 0x0 or 0x1 regardless?
That sound about right?
Really? I think EU law would supercede this.
FlamingGoat said:
Really? I think EU law would supercede this.
Click to expand...
Click to collapse
Yes, that is true. They cant get away citing Knox. See this
http://matija.suklje.name/rooting-and-flashing-your-device-does-not-void-the-warranty-in-eu
no it can't
just because samsung want it to doesn't mean that it does
european law will take precedence ....you may have to fight for it but they can't refuse to honour the warranty unless they can prove rooting and installing a rom has broken the phone
way to many companies try this on .....(sorry you hav broken this sticker you have voided your warranty) .......not in the uk you don't or the rest of europe for that matter
Sue the bell-ends
Right... this is an ideal case for the UK small claims court. It can all be done online, and the process does work.
http://www.adviceguide.org.uk/engla..._e/law_taking_legal_action_e/small_claims.htm
Samsung (and their peers) need to be told that EU law trumps their stupid unfair warranty rules.
The claim will actually be against the retailer, since it is with them that you have a contract, so you need to (rather unfairly) go after the shop or the service provider who sold you the phone.
I believe the process costs around £40, and I dont think you need to attend court in person.
A friend of mine successfully went through this process with the provider Three UK when he couldnt get HTC to repair the camera that had cracked on his phone. He won a judgement against Three for the full (unlocked) value of the handset, and got the money.
If this can be successfully done, and documented, it will start to set a precedent that unrelated hardware faults cannot be excluded from warranty rights (actually statuary rights in the EU) due to rooting, or any other software mod.
I strongly urge you to follow this course, for the good of the many (as well as yourself).
I want to root my Note3, but dare not...
cheers
George
samuel clarke said:
Nope direct words from the technical engineer at Samsung service center at Stratford Westfield I also have a the following email.
Regarding your Note 3, we have done some investigating into the fault and it turns out that the device has what we call, been rooted. This means that un official software has been loaded onto the device and in the end this results in the voiding of the warranty.
Please feel free to come and collect the handset but i am sorry to deliver the bad news.
Samsung Store
114 The street
Westfield Stratford City
London
E20 1EJ
Click to expand...
Click to collapse
Is what I said here or in another thread (theres a lot around this currently). The warranty in the UK lays with the seller be it carrier, P4U or CPW or somewhere else. - 9 out of 10 times they'll fix/replace anyway. It's just Samsung themselves that are being stubborn (Samsung don't sell phones directly to consumer in the UK for whatever reason..). - It's all about not taking no for an answer more than anything.
I will write to Samsung UK and give them 14 days to refund the full amount I paid for a new phone. After that I will seek action from a small claims court, lets see what they say now
Good Stuff
samuel clarke said:
I will write to Samsung UK and give them 14 days to refund the full amount I paid for a new phone. After that I will seek action from a small claims court, lets see what they say now
Click to expand...
Click to collapse
Good Stuff - please keep us updated on this forum.
Good luck with it
thanks
George
Yup get that letter wrote with the threat of small claims and cite the EU Directive. - get your money back
Sent from my SM-N9005 using XDA Premium 4 mobile app
Considering the EFS partition on this device is so fragile and will brick if you so much as sneeze on it, I am starting to regret tripping my knox.
Sure Samsung have no right to supersede EU law but you will have to go through so much hassle just to get them to honour their warranty.
Everyday when I use my Note 3 I always expect the WiFi to suddenly stop working, or the IMEI to disappear, or the device to start rebooting randomly. There are just so many reports of these problems randomly happening and add that to Samsung's stupid idea of 0x1 making your warranty invalid, I feel like I have wasted so much money. Sure this is a great device, but for how long will that last!
prank1 said:
Considering the EFS partition on this device is so fragile and will brick if you so much as sneeze on it, I am starting to regret tripping my knox.
Sure Samsung have no right to supersede EU law but you will have to go through so much hassle just to get them to honour their warranty.
Click to expand...
Click to collapse
Actually, I think that you're wrong here. You guys in the EU have the advantage that law is on your side. Your disadvantage is that as individuals you're small and inconsequential. Thus Samsung as a Multi-Billion dollar corporation can give each and every one of you sh*t without worrying about it.
You're phone provider, on the other hand, is NOT a small and inconsequential individual. So if you all start to sue P4U or CPW how long do you think it will be before those companies start questioning Samsung?
Especially when the actual text states "Knox Warranty Void" NOT 'Device Warranty Void"
Ultimately this will benefit those who don't have the umbrella of EU law.
Go for it guys
Hello,
Figured I would pass this on as. I saw a few articles on the web that Squaretrade was covering rooted and jailbroken devices. I contacted them yesterday and their official response from 2 reps was that they do Not. I didn't expected they would, but there is some misinformation out there and wouldn't want to get caught with an issue.
Again no surprise on the response
Squaretrade reponse on warranty for rooted tablet
Hello XXXXX,
Thank you for contacting SquareTrade.
Yes, we would cover the tablet but we would not cover software. If because of the rooting to the tablet causes a problem in its functionality we would not cover it.
For further details you can also reply to this email or call 1-877-WARRANTY (1-877-927-7268) US & Canada only, 24/7.
Hope that answers your question!
Thank you,
april
SquareTrade Care Specialist
Hope this helps and the response is from yesterday.
pab8754 said:
Hello XXXXX,
Thank you for contacting SquareTrade.
Yes, we would cover the tablet but we would not cover software. If because of the rooting to the tablet causes a problem in its functionality we would not cover it.
For further details you can also reply to this email or call 1-877-WARRANTY (1-877-927-7268) US & Canada only, 24/7.
Hope that answers your question!
Thank you,
april
SquareTrade Care Specialist
Hope this helps and the response is from yesterday.
Click to expand...
Click to collapse
Sure Square Trade would cover it if you had drop and spill protection for a cracked screen or volume buttons break but I think what they are saying as well as what Samsung has already said........ they will not repair devices for free if you brick it trying to root the device like so many people have done in the past.
I don't believe Square Trade covers any issues related to software to begin with.
I can't post links yet, but there are a dozen articles out there from 2012 where the VP of Square Trade categorically stated that rooted and jail broken devices would be covered for non software related problems and accidents.
Bork your phone trying to root it and you are on your own. Your two year old gives your phone a swimming lesson or uses it to drive in a nail and you should be good to go.
kkretch said:
Sure Square Trade would cover it if you had drop and spill protection for a cracked screen or volume buttons break but I think what they are saying as well as what Samsung has already said........ they will not repair devices for free if you brick it trying to root the device like so many people have done in the past.
Click to expand...
Click to collapse
So wait... going from what you've said here, Samsung will still repair a device under warranty if it has hardware failure, they just wont repair a bricked device or one with software issues?
'Cos I was under the impression that a knoxxed device would lose its entire warranty cover, period.
He didn't say Samsung, he said Squaretrade, a third party company.
ddavtian said:
He didn't say Samsung, he said Squaretrade, a third party company.
Click to expand...
Click to collapse
"...but I think what they are saying as well as what Samsung has already said........ they will not repair devices for free if you brick it trying to root the device like so many people have done in the past."
Which means that Samsung have already said the same thing, eg. that they will give warranty for hardware but not software on rooted devices.
At least thats what is *written*, but I'm not sure if thats what he meant. Hence me asking the question.
nirurin said:
"...but I think what they are saying as well as what Samsung has already said........ they will not repair devices for free if you brick it trying to root the device like so many people have done in the past."
Which means that Samsung have already said the same thing, eg. that they will give warranty for hardware but not software on rooted devices.
At least thats what is *written*, but I'm not sure if thats what he meant. Hence me asking the question.
Click to expand...
Click to collapse
No one knows for sure but it has been suggested in other posts that Samsung may repair hardware issues if knox is tripped.
I don't want to find out ................. how about anyone else.
Weird, That means the reps are not that sure because here is the response I got. I has seen articles on the web stating they were covering rooted/jailbroken devices but wanted to make sure so I contacted them. Wish they had a solid repeatable response when asked about this.
Hello XXXXXX,
Thank you for contacting SquareTrade.
I apologise for the misunderstanding and unfortunately we do not cover rooted items.
For your future reference let me inform you that we cover all consumer electronic items and home appliances purchased from any retail or online store or eBay as long as it is in 30 day purchase window.
Should you have any further questions or concerns you can reply to this email or call 1-877-WARRANTY (1-877-927-7268) US & Canada only, 24/7.
Thank you,
Clive
SquareTrade Care Specialist
re:Ticket [#0004006583]
Your comment:
Hello,
I am considering another warranty purchase on a Samsung Note 10.1 2014 tablet I just purchased. Do you provide warranty support if a device is rooted? My concern is getting a warranty and it is no good if this has been done. I am mainly looking for an extended warranty to cover hardware damage and accidental damage as this was an expensive purchase. I had in the past had one claim and it went well, I would love to have coverage to sleep well at night if it happens again, was an issue with my iPhone where the headphone jack quit working.
Thank you
This is contrary to an article from cnet that reported squaretrade covered jailbroken iphones and rooted androids,
http://news.cnet.com/8301-13579_3-57428071-37/squaretrades-warranty-now-covers-jailbroken-iphones/
And FWIW, there's a link to the cnet article on squaretrades website.
Also I've read my contract and there is no mention of rooting voiding the contract.
Great, thank you for the information.
GitAlongLilDoggies said:
This is contrary to an article from cnet that reported squaretrade covered jailbroken iphones and rooted androids,
http://news.cnet.com/8301-13579_3-57428071-37/squaretrades-warranty-now-covers-jailbroken-iphones/
And FWIW, there's a link to the cnet article on squaretrades website.
Also I've read my contract and there is no mention of rooting voiding the contract.
Click to expand...
Click to collapse
I called them out on that article about warranty support for rooted/jailbroken devices and this is the response I just got.
Hello XXXXX,
I apologize for any inconvenience!
The article published with information from our company is true and valid but only for IPhones.
Secondly if you can tell me where you purchased the tablet from then maybe I could assist you in getting the warranty.
For your future reference let me inform you that we cover all consumer electronic items and home appliances purchased from any retail or online store or eBay as long as it is in 30 day purchase window.
Hope that answers your question!
Should you have any further questions or concerns you can reply to this email or call 1-877-WARRANTY (1-877-927-7268) US & Canada only, 24/7.
Thank you,
Clive
SquareTrade Care Specialist
re:Ticket [#0004006583]
Your comment:
Hello,
I am considering another warranty purchase on a Samsung Note 10.1 2014 tablet I just purchased. Do you provide warranty support if a device is rooted? My concern is getting a warranty and it is no good if this has been done. I am mainly looking for an extended warranty to cover hardware damage and accidental damage as this was an expensive purchase. I had in the past had one claim and it went well, I would love to have coverage to sleep well at night if it happens again, was an issue with my iPhone where the headphone jack quit working.
Thank you
nirurin said:
So wait... going from what you've said here, Samsung will still repair a device under warranty if it has hardware failure, they just wont repair a bricked device or one with software issues?
'Cos I was under the impression that a knoxxed device would lose its entire warranty cover, period.
Click to expand...
Click to collapse
I know that samsung will. I personally contacted them about this. Only things that may be related to rooting will not be covered.
This is all a moot point. It might be an ethical dilemma, but just make it so it doesn't power on and it will be covered.
Sent from my SM-P600 using Tapatalk 4
@quser1
Thanks for the info. I cancelled my squaretrade contract. If I have any warranty issues I'll deal with Samsung. If they try to renege I'll bring up the Magnuson–Moss Warranty Act.
quser1 said:
I called them out on that article about warranty support for rooted/jailbroken devices and this is the response I just got.
Hello XXXXX,
I apologize for any inconvenience!
The article published with information from our company is true and valid but only for IPhones.
Secondly if you can tell me where you purchased the tablet from then maybe I could assist you in getting the warranty.
For your future reference let me inform you that we cover all consumer electronic items and home appliances purchased from any retail or online store or eBay as long as it is in 30 day purchase window.
Hope that answers your question!
Should you have any further questions or concerns you can reply to this email or call 1-877-WARRANTY (1-877-927-7268) US & Canada only, 24/7.
Thank you,
Clive
SquareTrade Care Specialist
re:Ticket [#0004006583]
Your comment:
Hello,
I am considering another warranty purchase on a Samsung Note 10.1 2014 tablet I just purchased. Do you provide warranty support if a device is rooted? My concern is getting a warranty and it is no good if this has been done. I am mainly looking for an extended warranty to cover hardware damage and accidental damage as this was an expensive purchase. I had in the past had one claim and it went well, I would love to have coverage to sleep well at night if it happens again, was an issue with my iPhone where the headphone jack quit working.
Thank you
Click to expand...
Click to collapse
They covered my rooted Nexus 7 with no problems. Also stated in the article:
"According to Vincent Tseng, SquareTrade's VP of strategy, this extends to iPads and iPods, which the company also covers as part of its warranty service. The three gadgets share the same operating system. It's also in effect for devices running Google's Android OS."
allan1313 said:
This is all a moot point. It might be an ethical dilemma, but just make it so it doesn't power on and it will be covered.
Sent from my SM-P600 using Tapatalk 4
Click to expand...
Click to collapse
I agree if you paid for a warranty that covers accidents and such then a spill of coffee or a drop of the tablet would do the trick.
Sent from my SCH-I535 using xda app-developers app
This was always common sense people, they only cover what the oem would cover unless if you pay extra for the damage protection due to negligence, etc.
Sent from my HTC One using XDA Premium HD app
No need to root
If you don't want your device rooted. I found a way to basically get Google play without root for all android devices without framework or login services. I will make a thread after 9 more posts
MasterZoen said:
They covered my rooted Nexus 7 with no problems. Also stated in the article:
"According to Vincent Tseng, SquareTrade's VP of strategy, this extends to iPads and iPods, which the company also covers as part of its warranty service. The three gadgets share the same operating system. It's also in effect for devices running Google's Android OS."
Click to expand...
Click to collapse
The real question for me is: Why do they deny it?
Another: What about modified Android OS like FireOS for Kindle Fire?
I've been using squaretrade awhile and with every device I rooted. One was when I had the Asus tf700, since as soon as you root they take away warranty priveledges for both hardware and software. Well, when I dropped my tablet while running, they just shipped me a different refurbished item. Guess they couldn't repair it, but either way, as long as the software doesn't damage the device, any physical damage they'll cover (if you have ADP, which most of their tablet warranties have anyway).
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!
Click to expand...
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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Click to collapse
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.
Click to expand...
Click to collapse
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!
Click to expand...
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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Click to collapse
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.
Click to expand...
Click to collapse
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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Click to collapse
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!