Database Users

FYI..recent RMA repair service experience

I unlocked the bootloader and had a custom ROM installed.
My headphone jack only played sound out of 1 ear.
Seems like they have received my device at no cost and it says its in state of repair. It's been 5 days and they are still repairing..it's only a headphone jack that needs re inserting...
I'll update but still waiting.

thrutheeyes said:
I unlocked the bootloader and had a custom ROM installed.
My headphone jack only played sound out of 1 ear.
Seems like they have received my device at no cost and it says its in state of repair. It's been 5 days and they are still repairing..it's only a headphone jack that needs re inserting...
I'll update but still waiting.
Click to expand...
Click to collapse
Well... From my experience they will send you a quotation for repairs (new mainboard+case+headphone jack(probably)). Check your spam folder 'cause it's possible that this quotation is somewhere there and they've to wait for you to accept it.
If you won't accept their quotation, they will send you broken tablet back, but you will have to pay for expertise. I recommend reading Terms of Use.
Why the mainboard you ask? Well, I had to RMA about month ago and got my tablet back a week ago. They say that if bootloader is unlocked they just HAVE TO exchange it for the new one and YOU have to pay for it. That's the rules. Or so they say.
At least, that's what they're doing in my country.

Agred said:
Well... From my experience they will send you a quotation for repairs (new mainboard+case+headphone jack(probably)). Check your spam folder 'cause it's possible that this quotation is somewhere there and they've to wait for you to accept it.
If you won't accept their quotation, they will send you broken tablet back, but you will have to pay for expertise. I recommend reading Terms of Use.
Why the mainboard you ask? Well, I had to RMA about month ago and got my tablet back a week ago. They say that if bootloader is unlocked they just HAVE TO exchange it for the new one and YOU have to pay for it. That's the rules. Or so they say.
At least, that's what they're doing in my country.
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Been like 10 days since they have had my tablet. I haven't had any contact which the RMA status says.
Checked my mail box.
Been on chat support and they keep saying the next day or later today but nothing.
If they want me to pay for a new motherboard then they can go EFF themselves. It is a **** tablet, its a quad core cpu and the stock is laggy as ****. I shouldn't have to hack it to death to make it somewhat usable. Rather put it towards a gaming laptop.
how much did new mobo cost you? do you have breakdown of your total?

Good experience
I had a problem with the bootloader, it doesn't boot anymore. So I sent my 16 Gb tablet, and after 6 weeks, I recived a refurbished 32 Gb model, so no complaints. It's working very well indeed.

hcoling said:
I had a problem with the bootloader, it doesn't boot anymore. So I sent my 16 Gb tablet, and after 6 weeks, I recived a refurbished 32 Gb model, so no complaints. It's working very well indeed.
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Warranty?

thrutheeyes said:
Warranty?
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Click to collapse
Supposed not, but no charge.

hcoling said:
Supposed not, but no charge.
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I have been on Asus chat every day. People on there can barely speak English.
They have had my tablet for about 2 weeks and not been contacted about it.
I've been told for the 2nd time it will be set as high priority and that it's taking time because it's gone to head office :-S
'They are reviewing it and will be contacting the servicing center.' My tablet still at the center, just my case gone to Head Office.

thrutheeyes said:
I have been on Asus chat every day. People on there can barely speak English.
They have had my tablet for about 2 weeks and not been contacted about it.
I've been told for the 2nd time it will be set as high priority and that it's taking time because it's gone to head office :-S
'They are reviewing it and will be contacting the servicing center.' My tablet still at the center, just my case gone to Head Office.
Click to expand...
Click to collapse
I had to send mine in four times to get the screen fixed. The fourth RMA, I went on Facebook and told my story about their sorry service. Then I filled out a complaint with the Better Business Bureau. The next day I got a message on FB from a manager that said to send it California so he could look at it and he would send me a new one. And he did send me a new one.

Mine was unlocked and was running blue ROM, and just stopped powering on. I talked to them, sent it in, they wiped it clean, reinstalled jelly bean, and sent it back working fine. No issues at all.
Sent from my SGH-I747M using Tapatalk 4 Beta

Good experience
I was running unlocked bootloader with CWM10.1 and had issues with rebooting during video playback. Filled in the RMA request, delivery guys picked it up from my door and returned it to me a week later with locked bootloader and stock JB installed and the reboot issue fixed. No charge whatsoever.
Pretty fast considering I live in Finland and it wen't to Czech Republic for RMA service.

Not so good with warranty...
Well you guys are lucky. I sent in my tablet because the tablet did not always recognize the dock and the mousepad did not work anymore. So i thought it would be an easy fix, probably the dock connector. Now i have recieved an billing for a new motherboard, no warranty because i have unlocked the device.
This is now the case in the Netherlands, seems like asus has a different ways of working in each country

So day 15, they are telling me they sent be a payment email a couple days ago. I haven't received it. I asked to send me it again but it's something the people on chat can't do and it seems resending an email takes forever.
Dammit, someone finally tells me. ''I'm seeing that the warranty was voided as the bootloader was unlocked"
I'm waiting for this billing email now. I can get a refurbished one for 245 dollars.
I'm gonna pawn this tablet, stupid Asus.
How much did people pay for a new motherboard?

Seeing as I don't live in USA, I'm visiting here. I am going to get my tablet back unrepaired, then go home to the UK and send it off again and see if they will oversee the locked bootloader!

In my case the new motherboard costs €175... Getting it back unrepaired will cost money as well, so think it over well before deciding too quickly

hellboy123 said:
In my case the new motherboard costs €175... Getting it back unrepaired will cost money as well, so think it over well before deciding too quickly
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Yeah **** that, I bought mine with a dock on black friday for 240 quid. I can get a refurbished one in USA for 240 dollars.

So they received my tablet may 30th.
Got email with bill June 20th.
> Parts - $147.00 (Motherboard)
> Labor - $65.00
> Tax**- $
To replace the headphone jack cos sound only was coming out of 1 ear. Unlocked bootloader so I have to pay.
Getting it sent back.

thrutheeyes said:
So they received my tablet may 30th.
Got email with bill June 20th.
> Parts - $147.00 (Motherboard)
> Labor - $65.00
> Tax**- $
To replace the headphone jack cos sound only was coming out of 1 ear. Unlocked bootloader so I have to pay.
Getting it sent back.
Click to expand...
Click to collapse
That's bullcrap. They shouldn't have charged you because the headphone jack is hardware. What a crock!
Sent from my C525c using Xparent SkyBlue Tapatalk 2

sadly thats normal. my a700 and tf300t had to be repaired. both were custom rom'd.
i had to pay for both repairs since during boot the unlocked bootloader was visible. (both had screen issues with ghost touches)
best way imho to get warranty is to make sure the bloody thing is not booting anymore whatsoever so they can't check the bootloader.
cheers

Buster99 said:
sadly thats normal. my a700 and tf300t had to be repaired. both were custom rom'd.
i had to pay for both repairs since during boot the unlocked bootloader was visible. (both had screen issues with ghost touches)
best way imho to get warranty is to make sure the bloody thing is not booting anymore whatsoever so they can't check the bootloader.
cheers
Click to expand...
Click to collapse
Interesting point

Buster99 said:
sadly thats normal. my a700 and tf300t had to be repaired. both were custom rom'd.
i had to pay for both repairs since during boot the unlocked bootloader was visible. (both had screen issues with ghost touches)
best way imho to get warranty is to make sure the bloody thing is not booting anymore whatsoever so they can't check the bootloader.
cheers
Click to expand...
Click to collapse
Agreed.
Here's the funny thing though. I know several people who've had hardware failure and have had the bootloader unlocked. Asus fixed their tablets and didn't charge them a thing.
LOL... how can a headphone jack have been affected by unlocking the BL?? I don't blame him. I'd be 1 pissed off dude. Makes no sense why they fix one and not the other when it comes to hardware.

Sony Warranty Repair - Success Story!

After seeing so many posts about how terrible Sony's customer service and repair centers are, I was determined to find a fix for my phone and only come crawling back to Sony as a last resort. Here's what happened:
The top speaker of my phone became much quieter than the bottom speaker. It was only playing sounds at less than half the volume of the bottom speaker. I tried rebooting, resetting, and using Sony's PC companion to repair and reinstall new firmware. Nothing worked. I called Sony support (USA) and told them all of the above. They gave me an RMA#, I mailed my phone to them, and prepared to wait up to 14 business days. Surprisingly, my phone was returned to me in just 7 business days, which meant it spent 6 of those days on a truck an only 1 day at Sony's repair facility in Texas.
The phone was packed very nicely and came with a single piece of paper listing the parts that were replaced. The list basically included the entire exterior of the phone (front, back, and all four sides). It looks like a brand new phone! I turned it on and to my disappointment, they had upgraded my phone from 4.4.4 KK to 5.1.1. LP. I had intentionally stayed on KK because of the battery life and greater control of notifications. I figured this was no big deal though because I could just flash the backup I made before sending in the phone for repair. But another surprise - the phone is no longer rooted! Well, at least the top speaker works properly again. It's so loud, it made me think speakerphone was turned on the first time I made a call. Didn't realize how bad it had become...
(3) Takeaways from this experience:
1. Sony honored my warranty despite the phone being rooted
2. Sony repaired my phone to a like new condition
3. Sony did this in less than a week
Now it's time for the next test - how long can I use the stock ROM before I can't take it anymore and root? I give it about a week...

Had the same experience, and same issue about the earpiece actually, among others. It took them only a few days and it looked like they sent a brand-new phone.
Sent from my GT-I9100G using Tapatalk

They sent mine back in the same box, by itself, and the problem with the audio port happened again after one month.... Probably that USA support is better than UK

I bought the extended warranty when I got my Z3 Compact from the Sony store. Headphone jack issue came up and I called Sony support. They were going to send me a replacement phone in a couple of weeks. I got a call one week later saying they were out of stock on the phone but offered to send me a check of $529.99, the price I paid for my phone and also keep it. Needless to say I took the offer and I now have a Z3C that I bought for $79. In the US btw.

I also had a success story with their service :
my front screen was separating itself from my phone slowly but surely. So I had a gap of 1mm between the screen and the body of my phone at the left top corner. So I emailed them, they told me to sent my phone to the repair center, I did it (had to pay the post fee) and it came back with three sheets of paper with all the stuff they replaced, from the glass to the plastic corners including the SD card holder and the flaps and a lot of small stuff (like small screws)
They were pretty quick, quicker than the delivery (they used DPD, but those are sooo bad, awful.)
NB : I first unrooted my phone before sending it back.
PS : on a side note, do you have any figure concerning the battery life of 4.4 vs 5.1 ? I'm a SlimRom user and I find that battery life was better a year ago, but I'm not sure if it's just subjective or if it's actually the case. I'm also unsure whether I wouldn't be better off if I were on real stock Rom, because I noted that I'm loosing a lot of perf with SlimRom (Antutu dropped from 51k to 38k, e.g)

I purchased mine from ebay and i think the person selling it knew of the sudden death issue that was causing a lot of issues with this phone. I was unaware after purchasing but soon found out after my phone wouldn't turn on and would randomly turn off. I did some research on the issue but could never resolve as it had a bad chip or something, i forget. I looked into the warranty & it was still under warranty (don't think the person who sold it knew the phone was still under warranty) i sent it in and they replaced it with a brand new phone. I bought it cheap on ebay & got a brand new phone out of the deal, so i'm quite pleased to say the least.

i sent my phone to sony twice with single warranty.. and for the second time the phone was unlocked.

Sent mine in 1.5 weeks ago because the vibration alert wasn't working correctly anymore - mechanical issue. Would work for a while when applying pressure to the phone at a certain point so obvious loose connection.
Got it back, issue fixed.

Mate of mine has a faulty audio jack. I had made him a little guide what to do since I did the process before. Might as well share it here. We live in the Netherlands.
Hi,
These are the steps you will have to do to get your phone fixed. Good luck.
1. Make an account on this page
https://account.sonymobile.com/nl-NL/#/signin
2. Find your IMEI number of the phone. This you can find*
Settings>About Phone>IMEI information
3. Register your product on the sony website
4. click on support, there it will show your warranty period. (mine says*GARANTIE VOOR: 05/01/2017)
5. send an email to*[email protected]*and specify your problem and the following details:
problem:*
faulty audio jack
Model:*
Sony Xperia Z3 Compact
IMEI:
phone number:*
address:*
6. Wait for the service ticket, and send it to sony. 1-2 weeks.
Doei!
I had to send my phone two times. First time the sd card slot spring had problems. The second time was also about the audio jack, which sony bricked during the first repair. Ever since the back panel doesn't stay put. Still, all other internals got fixed. All without a proof of receipt. This is a second hand phone.
Sent from my D5803 using Tapatalk

Success story here in the UK too.
Magnetic charge port got pulled out of my Z3 compact by the Magnector X-202 charger (had been using it for a year) was still within my 2 year warranty. Sent off to Sony and they collected it, replaced the screen (even though there was nothing wrong with it) & the whole casing and sent it back all within 7 days. I thought they'd just stick another magentic charge port in and be done with it. Don't know if it's a coincidence or not but the audio sound louder and better since the repair too, but that might just be due to using my old HTC Desire as a temporary phone.
Very happy with the service.

I had a similar success replacing mine after it got water in it despite all the flaps being closed. It was still within warranty. It took a few weeks because it needed to be tested, but they honored it and sent me a new unit. I suspect it was because I also had a Magnector charger that pulled the magnetic charge port out of the phone. Probably broke the water-tight sealing. All things considered, even if you don't know if it will be covered, go ahead and ask anyway. You might be surprised.

Hey,
also a success here. Send in for warranty with a fault headphone jack, low volume Speakers and a Connection error from pc to phone. Got a complete new model (ist also locked ) yeah

I purchased the phone from Sony Online in Dec-2014 w/ 2yr extended warranty, phone back is now separating from phone. I emailed Sony Support, they said phone was past warranty (WTF?). I phoned them, support said they don't have enough parts to fix phone so they will buy out my 2yr warranty. I'm getting my $$$ back.

itsmeinarizona said:
I purchased the phone from Sony Online in Dec-2014 w/ 2yr extended warranty, phone back is now separating from phone. I emailed Sony Support, they said phone was past warranty (WTF?). I phoned them, support said they don't have enough parts to fix phone so they will buy out my 2yr warranty. I'm getting my $$$ back.
Click to expand...
Click to collapse
How do you plan to fix your phone, or will you just use the money toward an upgrade?
Sent from the only flagship device that can fit in my hand... Sony Experia Z3 Compact

PuffDaddy_d said:
How do you plan to fix your phone, or will you just use the money toward an upgrade?
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Click to collapse
I respect Sony Support (they treated my right on PS2, Camera and now Phone). That's why I went with a Sony phone. Not sure when I'll replace my phone, the case holds it together. I figure it'll be good for 2 more months .... see what new phones are out.

I also sent my phone for repairs on July 13, 2016.
The SD card socket was broken mechanically, the memory cards wouldn't stay inside.
They sent me a completely new unit on July 26, 2016 after only 10 working days.
Since now they're selling the Z5, I think they prefer just to send a new Z3C than to waste time trying to solder/desolder parts.

Ketoth said:
I also sent my phone for repairs on July 13, 2016.
The SD card socket was broken mechanically, the memory cards wouldn't stay inside.
They sent me a completely new unit on July 26, 2016 after only 10 working days.
Since now they're selling the Z5, I think they prefer just to send a new Z3C than to waste time trying to solder/desolder parts.
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Click to collapse
Lucky for you...I have the same problem and they ain't doing sh*t about it...in Kuwait btw...where r u located?mine is still under warranty btw....

subinsg said:
Lucky for you...I have the same problem and they ain't doing sh*t about it...in Kuwait btw...where r u located?mine is still under warranty btw....
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I'm in Germany... but did you apply directly from the Sony Mobile website? (link here)
I registered my phone online with the IMEI when I bought it.
Then I just logged in, clicked "Repair" under my devices and they sent a box directly to my house.
I packaged the device, sent it by post and they notified me when they received it.
Hopefully you can also get good service over there!
Good luck

Ketoth said:
I'm in Germany... but did you apply directly from the Sony Mobile website? (link here)
I registered my phone online with the IMEI when I bought it.
Then I just logged in, clicked "Repair" under my devices and they sent a box directly to my house.
I packaged the device, sent it by post and they notified me when they received it.
Hopefully you can also get good service over there!
Good luck
Click to expand...
Click to collapse
So much for online repair...?

My magnetic charge port has come out again after being repaired in April this year. Sending it off for repair again, hopefully will go as smoothly as last time.

Wileyfox not only discontinued but deleted including extended warranty/screen repair

Hi Folks,
So if you're like me and bought your Storm shortly after they came out you did everything you're supposed to. You registered your phone on the website, purchased the warranty extension that took it from 2 to 3 years and took out the screen protection as well.
Fast forward to Thursday night. Phone charging cable gets snagged in a cupboard door and the phone jumps onto the floor. Broken screen and the touchscreen doesn't work.
You go to the Wileyfox website and try to log in but it doesn't recognise your details. Strange, I've still got the same email so don't know why it doesn't work. I then register for a new account with the same details, so it is apparent that my details have been deleted from their database. I then go to re-register the phone but there is no option for the Storm.
So I email them and ask how to get this repaired under the warranty that I took out, including all the details of the phone and my details so if they still have an internal database they can look it up.
First reply:
Please be advised that the Storm has been discontinued.
You cannot register it on our website, but we confirm the 24 months of European Warranty.
Click to expand...
Click to collapse
Second reply asked for details to create a repair request and said to include proof of the screen warranty. I had to reply saying the proof was in their database which looks to have been deleted. I do have a credit card bill which shows the purchase though but obviously cannot send that to a repair centre.
I then got:
Thank you for your reply.
Please be advised that the Storm has been discontinued, it is not possible to register it on our website so the screen repair,
It is not under warranty, but it will cost 60 / 90 pounds.
Furthermore please be advised that the 3 years warranty it is provided for Kazam devices, and yours is Wileyfox.
Please also be advised that our repair time takes 2 / 3 weeks since we receive the device.
However some delay might occur because we cannot directly control every phase of the repair process.
Click to expand...
Click to collapse
So, not only is the device discontinued but they are denying that I could have ever purchased the 3 year warranty (never heard of Kazam so don't know what that has to do with it, they sold me it so they can honour it). They are also saying that it won't be possible to extend the screen warranty, which is annoying as that is one of the reasons I picked this phone.
So if you think you've warranty/screen protection make sure you've got proof or be prepared for a fight with support people who seem to have the company line of fob you off. If you could spare some time, please check your details and see if you've been deleted as well. If you don't want to post publicly please get in touch directly. I want to make sure I'm not the only one as I'm already getting in touch with some tech news places in the hope that they will show some interest and call Wileyfox on their shenanigans.

**** WILEYFOX !!! Actually Wileyfox is a rebranded KAZAM -_-. I bought the storm about a year ago. Firstly it was heating up too much, the battery life was not so great. Apparently the screen glass broke and touch was not responding. even i couldn boot into fastboot or recovery to copy over my data to PC. I contacted Wileyfox to repair my storm. They said that screen repair is not possible withouth replacing motherboard. WTF?!? Never heard of this bull****. Can't send screenshots because mine wileyfox account got deleted too....
Lastly i tried to recover my data on my own and i ****ed up the partition table......
I bought a Nexus 5 and I'm happy as hell now.....

Thank you for confirming I'm not the only one. I too had the poor battery life and over heating. That was so bad that trying to use GPS navigation required the charger to be plugged in whilst driving. Even then it slowly lost power until it got so hot it stopped charging, presumably via a thermal cut out.
I tried to use out geo caching a couple of times & the compass was useless.
I've now bought an Huawei P9 Lite. Got it off chitter chatter's eBay page with a payg ee SIM that I've ditched. When it is out of warranty I will make it dual SIM and unlock it from ee.
Wilcox is being repaired by insurance with my bank account rather than Wileyfox themselves who refused to tell me what the £60/90 repairs constituted or rule out that or might cost more

The screens on the storm seems to be very brittle. Mine broke a few times. There are new touch sensors on eBay for round 20 EUR
Sent from my XT1580 Hammer using Tapatalk

This sounds way to familiar. I had exactly the same issue it took me 5 weeks to get it resolved. Because everything went so ****ty and I was able to deliver proof they send a wileyfox swift 2+ as replacement. Luckily their system is so broken a month later I got my storm back repaired to. Then it broke again because I was stupid. A few months after I send the device and tried to contact their support but got ignored every time I decided to post about it on Facebook on the fb page from wileyfox in my country. They reached out to me and were really helpful at first and almost send me a wileyfox 2X but then found out I was not supposed to have my storm repaired and after some **** they decided to send me a new storm. And that was the end of the story. Now I'm trying to flash a custom ROM on my storm but this device is just **** and doing a lot of stuff that shouldn't happen as far as I know. So if someone knows a lot about flashing custom ROM's and rooting a wileyfox storm and has time to help me please contact me
Ps: I have a lot of amusing screenshots of support they once ignored me for 2 weeks and then send me an email that said "sorry for the delay I was on vacation"

Freeze then won't turn on again

I have had my 6P for a little more than a year now and haven't had an issues with it. I just upgraded to Android O when if finally dropped and haven't had any issues.
I also had installed Magisk 13.6 and TWRP with an unlocked bootloader.
Today I was trying to take a picture when my phone suddenly froze and didn't respond to any buttons. Finally I had to hard power it down and now it won't turn on at all.
It shows nothing on the screen regardless if I'm trying to charge it or holding down the power button it remains totally black.
I noticed two other threads with the exact same freeze and then dead scenarios just now when looking to post this and am afraid that this might be a brick however I just thought I'd ask before signing it off as dead.
Should I contact Google customer support for something like this or since it is out of warranty am I just boned?
I got mine from the Google Store and I did get the warranty but I can't remember how long it lasted.
EDIT:
When I purchased my phone I decided to get the Nexus Protect for it so since I bought it in March of 2016 that should make it still under warranty
I'm going to go ahead and file the claim since I don't think it's going to live again

Mine is exactly same age give or take a month only mine was not modded in any way. I think a google patch is bricking phones. Mine not long updated

My same problem, I just ended up getting a new one..Huawei won't repair mine since it's got an unlocked bootloader, and the repair times would still be 15-20 days

I had the same problem. I send it to Hauwei and they changed the phone. Same time. A little more than a year.
Sent from my Nexus 6P using XDA-Developers Legacy app

Warranty support for my Pixel 2 XL is the worst I've ever experienced...

I love my Pixel (and Nexus before it) phones, but based on my most recent experience with the Google "customer support" I think this will sadly be my last.
Like so many others my USB-C port has failed. At this point I can get no data across it and 90% of the time I try charging the phone it either starts cycling charging/not charging or just crashes. Oddly it is able to charge (slowly) when it's off. Needless to say it's been a battle keeping it charged and the inability to use Android Auto sucks.
I opened a case with Google support (July 15th) where I got bounced around 4 times and had to keep explaining the problem to each person. Finally the case was "escalated" to an engineer to determine if the phone should be replaced under warranty. Unfortunately it's not possible to talk to anyone in that department by voice or chat, my only contact has been with "Shane" from google support via Email. I haven't heard back from him in 8 days now and "he" just ignores all my emails.
Amusingly I did receive a support survey yesterday asking how my service experience was... I wasn't exactly nice on it.
BTW, I did buy into the "Preferred Care" scam when I bought the phone (at full retail), but now I'm told that in order to use that I will have to pay the deductible to have my poorly built phone replaced...
</vent>

I should mention that yes, I cleaned the connector. I used 91% isopropyl alcohol and a dental brush to clean it extensively (tried multiple times now).

You tried multiple cables, right? Just double checking.

aoaleman said:
You tried multiple cables, right? Just double checking.
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multiple cables and multiple chargers, including the originals.

DracoDan said:
multiple cables and multiple chargers, including the originals.
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Click to collapse
Wow, sorry to read that. Hope something gets resolved.

Luckily over here in my country there is a authorised physical repair shop. Had touch issues with my 2xl.
Sent the phone in on Friday 7pm, got it back fixed on Saturday 12noon. Don't even need to go thru Google web support
Sent from my Pixel 2 XL using Tapatalk

I had the same problem a year in and brought it back to the Telus store. They ended up giving me a new one instead of replacing the port. Apparently it was still covered under the manufacturer's warranty.
I could charge fine but couldn't transfer files or connect to the computer. Strangely I could still use a type c thumb drive and flash ROMs no problem.

I recently RMA'd my phone under the standard 2-year warranty. After the July update, my phone would not charge of the official charger and when plugged in to it, it would turn off the phone. Tried various plugs/cable combos and finally got an old LG plug and cable to charge it. Had to be off and took 8 hours to fully charge.
Used the support option on the phone for a callback. Tried the usual, safe mode, factory reset. Twenty minutes later I received an email with label and details on how to return the phone. The process was easy and they were great about it.
It may be worth talking about how all this started after the July update, there might be something in that to get them to swap it.

lywyn said:
I recently RMA'd my phone under the standard 2-year warranty. After the July update, my phone would not charge of the official charger and when plugged in to it, it would turn off the phone. Tried various plugs/cable combos and finally got an old LG plug and cable to charge it. Had to be off and took 8 hours to fully charge.
Used the support option on the phone for a callback. Tried the usual, safe mode, factory reset. Twenty minutes later I received an email with label and details on how to return the phone. The process was easy and they were great about it.
It may be worth talking about how all this started after the July update, there might be something in that to get them to swap it.
Click to expand...
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I think it's too late for that, I already told them it started after getting my phone a tiny bit wet... Even though it's supposed to be IP67 rated and I made sure it was dry and waited ~8 hours before trying to charge it!

I have had the exact same problem as you. It was just weird that my USB c to headphone jack didn't work, so I just chalked it up to it being something wrong with the connector. but I plugged it into my Samsung Galaxy note 9 and it worked fine. I then had an issue with the charging, I had it plugged in the whole time and look at it a little bit later and it's completely black. I have to hold the power button down for 20 seconds or so and eventually it would power back up but the battery would be dead. So I assumed it was a bad cable so I replaced the cable and even started using the one that came with it. Well after upgrading to Android q I noticed that I could see a little bit of burn in. So I read some of the forums about people who are getting replacements for that issue. I went to my pixel 2 XL, went to the settings, and opened up the chat from there. I spoke to someone, and told them that I had a Verizon pixel 2 XL that had burn in and I have never dropped it or had it in water. She had me send a picture of the front and back of it which I did. She asked me where I purchased it. I'm almost positive I purchased it at the Verizon store, but I was not sure so I told her I think it was Best buy but I wasn't sure. She said she needed the IMEI, and once I gave it to her she said the warranty was up in November of 2019. And that she would do a exchange with me. So I got the RMA information and I'm going to send it off. She said 5 to 10 business days is the usual turn around. But I'm in Texas and where I'm sending it to is in Texas as well so hopefully it shouldn't be that long. Hopefully I will get a Google refurbished and not even Verizon one. I just thought I would let you know that you're not the only one having that problem. I just happened to try my luck with that chat portion on the pixel 2 XL and it worked. I'll post back and let everyone know if I got the Google refurb or Verizon

I called Assurant directly on a Friday afternoon. I had a new to me phone on Monday and it was Google's version, not vzw. If it's refurbished, I'm surprised at the packaging it was shipped in.

I had s completely different experience. I was having a problem with one of my speakers not working. I chatted with support and they escalated it. Twenty minutes later I had an email with the RMA information. They put a hold on my credit card for the price of a new phone and overnighted my replacement. When they received my defective one the hold was dropped. I couldn't have asked for a better experience.

Quick question: what happens if Google has to replace the phone but doesn't have a new one (or even refurbished)? Are they going to throw a 3aXL at you and call it an equivalent replacement? I'm just curious if anybody has encountered a similar issue...

JoroBo said:
Quick question: what happens if Google has to replace the phone but doesn't have a new one (or even refurbished)? Are they going to throw a 3aXL at you and call it an equivalent replacement? I'm just curious if anybody has encountered a similar issue...
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You'll get the safe model back. The parts for any device are produced past the end of life of devices so they can be repaired/refurbished. Warranties cover same for same, insurances cover replacement of same/similar device.

I just got my 2 XL replaced for the same reason. My USB port stopped working properly. Issues with charging, data connections, etc. That was actually quite easy to do through the Google Store. After a few minutes of chatting i had a new one on the way and a hold placed on my card until they receive my replacement. What I'm unhappy about is Google sent me a replacement device that 3 months older based on its manufacture date. Basically a first run item. Also my display is not as good as my original which was flawless. The new one is much cooler in color temp.