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I need to have my Tilt serviced under AT&T warranty and I was wondering if anyone has had experience with the Device Support Center?
I am debating whether I should use the mail exchange or take the phone to the Device Support Center.
I understand that you only get a refurbished replacement using the mail exchange.
My question is, if you get your phone exchanged at the Device Support Center, do you get a new unit or a refurbished unit? The AT&T website says that they will "swap" the phone, but no mention of whether i's a new or refurbed unit.
duytch said:
I need to have my Tilt serviced under AT&T warranty and I was wondering if anyone has had experience with the Device Support Center?
I am debating whether I should use the mail exchange or take the phone to the Device Support Center.
I understand that you only get a refurbished replacement using the mail exchange.
My question is, if you get your phone exchanged at the Device Support Center, do you get a new unit or a refurbished unit? The AT&T website says that they will "swap" the phone, but no mention of whether i's a new or refurbed unit.
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Click to collapse
i did the mail exchanged and i got a refurbished one it took a week tho but you couldnt tell its refurbished been using it for a couple of months now and it just like brand new
Pretty much all places will give you a refurb after 30 days. Should they give you a new one if your used one is broken?
Traditionally the DSC only carries refurbs in stock. The best way to get a NEW model would be to call the warranty dept over the phone and request a new model. However, it is not a garauntee that they will reissue you a new phone unless they no longer have any seed stock equipment in stock.
But, AT&T fully tests the refurbished models before placing them in stock and should a refurb go bad, then you are welcome to call the warranty dept again stating that the refurb has gone bad and to replace it with a new one so that the problem doesnt continue to happen or get worse.
Lastly, keep in mind that regardless of when you get a phone from the DSC or the Warranty Dept, the ORIGINAL warranty still applies. So they only warranty the phone for 1 year from the original phone purchase date or 90 days if the phone is outside of the 1 year after replacement.
Hope this helps.
Glenn
Oh I think we have an at&t employee or ex employee trolling around the forum.
ChumleyEX said:
Pretty much all places will give you a refurb after 30 days. Should they give you a new one if your used one is broken?
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I don't mind getting a refurb unit, but I don't want to end up with one of those earlier models with the usb/battery problem.
I was trying to see if anyone has had any experience with getting the phone exchanged at the "Device Support Center." Since ATT exchanges the device on site, I guess I could at least make sure the phone functions and that there're no visible defects.
ChumleyEX said:
Oh I think we have an at&t employee or ex employee trolling around the forum.
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lol... Yes, Im a DM for an AT&T Authorized Retailer in Jacksonville.
glennordway said:
lol... Yes, Im a DM for an AT&T Authorized Retailer in Jacksonville.
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Oh it shows with your carefully scripted reply. (I'm not saying you were reading from one, just that you probley say it just like that all the time)
duytch said:
I don't mind getting a refurb unit, but I don't want to end up with one of those earlier models with the usb/battery problem.
I was trying to see if anyone has had any experience with getting the phone exchanged at the "Device Support Center." Since ATT exchanges the device on site, I guess I could at least make sure the phone functions and that there're no visible defects.
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I got my AT&T Tilt exchanged twice at the DSC in San Diego, California. They only carry refurbs but you really couldn't tell (well, I could for the first refurb I got...).
I'm not sure what 'usb/battery problem' you're referring to as my original Tilt that I got back in October 2007 didn't have that problem. Anyway, the two refurbs that I got were already loaded with the 'latest' ROM update released from HTC+AT&T.
Hope it helps.
Just a bit of info.
My dad's star trek's usb port died on him. AT&T sent him a wizard to replace it.
ChumleyEX said:
Oh it shows with your carefully scripted reply. (I'm not saying you were reading from one, just that you probley say it just like that all the time)
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i do say things like that a lot. besides one of my stores is 2 blocks from the local DSC so it gets said more there than anywhere else.
ok for people who have actually been to a DSC...what is their protocol? do they carefully inspect the devices warranty voiding spots (black void sticker over back housing screw and white water damage pad) and do they inspect for physical damage closely?
delete post
recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........
What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml
thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed
the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(
I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***
sounds shocking. Good luck mate and what country are you in?
I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.
I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...
Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days
i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...
I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.
If so then what happens? because i've been told something special happens and they wouldnt tell me what it means? do i get a brand new xperia or a brand new phone all together because in total i've sent it back 4 times now and its just broken for the 5th
***bump***
I've sent mine in 3 times I think. The last time, they sent me a new X1. Pretty sweet. But I think the reason they sent the new one was because the problem was not one they can fix (volume button stopped working).
Actually, I was off warranty, but used by credit card warranty that extends the manufacturer warranty by a year. Good to keep in mind, eh?
ah cool yeah they said they are gonna give me a brand new x1 - i was under the impression it was discontinued though? :S
Yeah, I was hoping they'd give me an X2, but the company that does the repairs in the US apparently has a big refurbishing business too. So who knows, they might have given me a refurbished model.
In total now i've sent my x1 in for repair 5 times and just got it back again today and guess what, they forgot to repair the camera! So going to have to send it in AGAIN, seriously this is ridiclious. And all they did was escalate my case for the millionth time while i wait 5 days for a reply...
That sucks - so frustrating.
Wow Impressive! My cousin sent his "China" ZTE modem 3 times in 10 months. Every services took about two months. The last time, he just recycle that modem. I can't believe Sony Ericsson has poor services like this china ZTE company. If it's china I can't understand but Sony Ericsson,
"we didnt replace your device with a new one because the IMEI number was different to the one we had on record, so we only repaired it" (forgetting the camera) "so send it back in again and we will give you a brand new replacement" this'll be the 6th time now, seriously wtf they playing at!!!!
FYI, if you are in the EU and you bought your phone in the EU then you are protected by consumer laws.
UK version -> http://www.legislation.gov.uk/uksi/2002/3045/contents/made (long read)
Basically: If the device has been sent in 3 times for the same issue you are entitled to a new device on the 4th time, period. It's the law!
Also, if a device does not perform as stated on the box or has a significant manufacturer defect, again you are entitled to a new device or an exchange for something else or even your money back. This depends on your retailer.
How do I know it's true? Well my X1 had been sent in numerous times and after some references to the law my retailer agreed to send me an X2 if I paid the minor difference in price between the two. Well we all know how abysmal the X2 was software wise. SE agreed with me that I should return it and get a full refund or an exchange. My retailer was not so cooperative. In the end SE returned my X2 and sent me a new X10 straight across. I am very happy with the X10 You also get a new 2 year warranty with the new device.
mtechfan said:
FYI, if you are in the EU and you bought your phone in the EU then you are protected by consumer laws.
UK version -> http://www.legislation.gov.uk/uksi/2002/3045/contents/made (long read)
Basically: If the device has been sent in 3 times for the same issue you are entitled to a new device on the 4th time, period. It's the law!
Also, if a device does not perform as stated on the box or has a significant manufacturer defect, again you are entitled to a new device or an exchange for something else or even your money back. This depends on your retailer.
How do I know it's true? Well my X1 had been sent in numerous times and after some references to the law my retailer agreed to send me an X2 if I paid the minor difference in price between the two. Well we all know how abysmal the X2 was software wise. SE agreed with me that I should return it and get a full refund or an exchange. My retailer was not so cooperative. In the end SE returned my X2 and sent me a new X10 straight across. I am very happy with the X10 You also get a new 2 year warranty with the new device.
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hmmm thats pretty cool! i'm gonna email them saying what i want.
but my retailer (Vodafone) it was hard enough for them just to repair it >.<
Hi!
I've sent my Xperia 3 times.. First time, because screen went black when sliding the keyboard. When I received after 2 weeks, I realized, new screen had a flaw. The backlight was visible on the screen itself(it was very easy to see when the background was black: for example, when turning on the device). It was placed in upper right corner. So I sent the device again for a repair. And after 5(!) weeks, I've been told that every part of my device was replaced. And when I turned it on it showed the same flaw on the screen! But now both upper corners of the screen had that issue. So I wrote a complaint to Sony Ericsson. After a month(!) I received a reply, they told me to send my xperia to another repair point. So I did. After long few weeks, my device returned. With the same screen flaw. Oh God I hate them...
About the flaw: It looks like the screen is pressed by the front panel.
My warranty ends by November I think. I can't go to retailer, because xperia was bought by previous owner in France and I'm really tired of those 'repairs'. Every repair takes between 2 weeks and 1.5 month.
Maybe they don't see it as a flaw? Well, screen has a unequal backlight, for me it's a flaw.. What do you suggest? Send the device for the repair again?
Crapppppp just realised i forgot to restore stock SPL - do you think they will realise? cause just sent it off!
Hurrah, SE sent me a "new" X1 - everything works fine now so i'm not complaining, even though its probbably refurbished
Hi,
My Galaxy S had a faulty accelerometer since I bough it. I took it to Authorised Samsung Service Centre as advised by Samsung Helpline.
On 14/08 I've left my phone for repair in Service. On the same day the engineer called to say they couldn't repair it and they will send it to Samsung Service on the 16/08 and it takes up to 10 working days to get it back. So the phone was send by an authorised service centre on 16/08/10 should be back with me, within 10 working days, which means I should get the phone back no later then 31/08, as 30/08 was bank holiday.
On the 02/08 I contacted Samsung to get the information on the repair and whey there is a delay, and I get the following answer:
"Regarding your case, kindly note that your call to us was made on the
25th of August 2010 when the service request was processed into the
system. Then it takes 2 Business days to receive the jiffy bag, once you
send out the jiffy bag it should take 5- 10 business days to receive
your phone back. You should be receiving your phone back on time."
But the thing is I didn't call them on the 25/08, I didn't receive any jiffy bags and I didn't send anything to them as the phone was send by their authorised service centre.
I'm over 3 weeks without the phone and without the hope that I get it soon, as following their line I will probably get around 13-14th September (1 month since I took it for repair). For me this is an appalling customer service and it is unacceptable.
It takes forever for them to answer any queries, and if they finally do, their response in no way answers the query. If I try to call them , Im lucky to get through in 20 minutes, and they it's almost impossible to get the competent person to talk to.
I am seriously disgusted with them to the limits.
Did anyone else also experience similar problems with them?
i would say yes
i got the phone the very first day it was released
it got bricked
called their customer service/tech support
they said we don't take care of that
go back to your cell phone provider to service it.....
I was left speechless to say the least.
it's been almost 6+ week since i sent my phone back to my phone company and still no word of it.
Horrible support from Samsung.
if it were not because it's the only phone in the market, with the top end hardware, i would have already switch to another phone maker just because they decided not to support me.
I had somethinge similar, I emailed them about my gps and lag, well they just ignored me, and i send that email like 3 or 4 times...
I really dislike bad costumer services!!
They really loosing a big time as a result of their disgraceful customer service. They have some great products and they would sell as twice as many if they could only provide honest, respectful and reliable customer service. This can't be that hard.
I received similar customer service from HTC a few years back for my P4000. "Oh your from Canada!" " "You have to contact Telus for service"
Five ....yes five units later I got an acceptable swap.
Panasonic is another gem to deal with... horrible service.
I agree with the statement ...Samsung Customer Service, it's TERRIBLE. That being said, there are ways of rattling the higher ups cages, with emails and phone calls. They really hate to be bothered with service issues. This is the one and ONLY way I have ever received any type of "support" from Samsung.
Also, once I did receive the support, they were extremely quick in rectifying my issue(s).
exstarosta said:
H
It takes forever for them to answer any queries, and if they finally do, their response in no way answers the query. If I try to call them , Im lucky to get through in 20 minutes, and they it's almost impossible to get the competent person to talk to.
I am seriously disgusted with them to the limits.
Did anyone else also experience similar problems with them?
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AllGamer said:
i would say yes
.
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With all due respect, this just seems to me like standard run-around customer service from most big companies, nothing really horrible or unexpected from what I have heard at all.
If you want a story about bad customer service, I can tell you my story about Acer.
Laptop died, ok, so laptops die. Ship it to Acer in Ontario for warranty because they have no walk-in depots (??). Two weeks later, get it back, original problem is fixed, but now they have installed a French keyboard and made the screen hinges squeak (???). File new issue, have to mail it away AGAIN, get it back, keyboard is now English again, but hinges STILL squeak, and now the PCMCIA slot cover is broken. Third time, mail it away again, finally, comes back issues repaired.
Total time without a working laptop? Two months.
Stay AWAY FROM ACER! The service depot seems more dangerous than a construction site.
In my experience, no. Try dealing with Virgin Media's Customer Service if you really want to experience incompetence in abundance. That said, I've had to deal with Samsung CS numerous times this week and only once have I gotten through to someone helpful...
Auth service centers are not same as true samsung service centre. Auth service centers just do basic repairs and if they can't they log it via samsungs online or tel helpdesk. Auth centers can be any company that passes samsungs tech tests. Its not samsung you are dealing with at the centers but a normal repair business. Its same with any company as they can't afford to have repair centers everywhere except big cities/countries
Sent from my GT-I9000 using Tapatalk
My experience is the exact opposite. I find that Samsung customer service is way better than HTC (my last few phones).
When my Galaxy S was bricked because I flashed an CDMA ROM onto my phone, I brought it in to Samsung service centre to repair.
Surprise no. 1
The service centre said it will try to reflash my FW and told me to come back in an hour's time. An hour! At HTC, you wait for days just for them to flash your ROM
Surprise no. 2
When I went back in 1 hour, they told me that they failed to reflash the phone and have to replace the motherboard. Phone will be sent in to Samsung. Told me to come back 3 days later. I was skeptical. At HTC, changing motherboard literally means a wait of at least 2 weeks (if you are lucky). But 3 days later, the phone was ready for my collection.
Surprise no. 3
I was told that the repair is free, under warranty. This was despite the fact that I was willing to pay for the repair. I mean, c'mon, the phone was flashing an AT&T splashscreen. At HTC, they void your warranty even if they detected you have hardSPL your device.
So all in all, my first experience with Samsung customer service is very positive.
Even if they gave me defected phones, the customer center here has already replaced 2 phones for me. I'll be getting the 3rd replacement today, hopefully it has 3 button downloads mode.
Seifer1975 said:
My experience is the exact opposite. I find that Samsung customer service is way better than HTC (my last few phones).
When my Galaxy S was bricked because I flashed an CDMA ROM onto my phone, I brought it in to Samsung service centre to repair.
Surprise no. 1
The service centre said it will try to reflash my FW and told me to come back in an hour's time. An hour! At HTC, you wait for days just for them to flash your ROM
Surprise no. 2
When I went back in 1 hour, they told me that they failed to reflash the phone and have to replace the motherboard. Phone will be sent in to Samsung. Told me to come back 3 days later. I was skeptical. At HTC, changing motherboard literally means a wait of at least 2 weeks (if you are lucky). But 3 days later, the phone was ready for my collection.
Surprise no. 3
I was told that the repair is free, under warranty. This was despite the fact that I was willing to pay for the repair. I mean, c'mon, the phone was flashing an AT&T splashscreen. At HTC, they void your warranty even if they detected you have hardSPL your device.
So all in all, my first experience with Samsung customer service is very positive.
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same experience for me too.... infact i think i have used more than 5 different high end phones from samsung for past 2 years.. and i had a good experience with the service as compared to other companies .. once i had bricked my samsung omnia i900 and they replaced the mother board free of cost under warranty (without a single question) and that too in 2 days time... and now the staff there know me well and give me a priority in case i have any problem, thats why i prefer samsung mobiles than any other company
and on the other hand i had a Motorola handset which i dropped in the water.. and after that it never showed the network but when i took it to the service center , they told me that this problem cannot be solved .. as they dont even have mother boards and in the process they damaged the screen.. and handed over the phone to me saying that it was already with a damaged screen... now i had to fight with them and get a screen replacement just to use it as an ipod/music player... and i had to pay Rs 200 ..just for nothing they said it was a service charge..
Nice, But it all depends on the guy and service centre. They can sometimes suprise you
ickyboo said:
Nice, But it all depends on the guy and service centre. They can sometimes suprise you
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QFT.
People seem to often think that companies are a giant automaton. But in reality they are just collections of individuals. The luck of the draw when you get assigned a service person is a huge factor. The sad part is, the excellent service people usually end up being promoted away from the front lines.
offtopic (but in relation to topic title): all your base are belong to us.
Sent from my GT-I9000 using XDA App
I dont see what the problem is. The problem the TS speaks off is common practice from all big companies. The law (at least in Holland) saids that if your buyed product is defective within your warranty period, you should go back to the SELLER to get your phone fixed or exchanged or sent to repair centre/manufactury.
It has no use to call Samsung, cause they wont be able to help you with this. Every company in the phone business will give you the same answer.
My experience is to get your phone fixed in repair centres. Official or non-official. I have a SGS too, but in the past i had different phones. When i wanted to fix my Nokia with the seller, they said it would take weeks before i would get it back.
Then i went to a repair centre who is working with Nokia and they repaired it in 30 minutes. If you send your phone for repair, it will take weeks with every company on the market. If you get it fixed in a repair centre, max 1 day
The story dat Samsung has bad customer service, is just a story people tell you because they heard someone else who heard someone else said that.
andrej.marinic said:
offtopic (but in relation to topic title): all your base are belong to us.
Hahaha smartarse. U sound like a redditor like me
Sent from my GT-I9000 using XDA App[/QUOUT]
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exstarosta said:
They really loosing a big time as a result of their disgraceful customer service. They have some great products and they would sell as twice as many if they could only provide honest, respectful and reliable customer service. This can't be that hard.
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I agree, there customer service is the worst ever, I have sent my Galaxy tablet off to them twice now and they have not repaired the intial fault..I will never ever bay another Samsung product ever again..I am thinking of taking them to court..glad to see am not alone!
try 3
i have to say that compared to 3uk samsung are excellent , i recieved a call from them today about a problem i had, they may not fix all problems that second but the customer service team have kept in touch updated me as to what is going on and what they are doing,and as they themselves dont fix the problem they are just the point of contact so far they have done an excellent job.
now if the problem gets fixed is another matter
Hi people,
I bought an Xperia Z in Germany and received it 2 weeks ago. Two days later I've seen a single line in the back glass (as I've posted in http://forum.xda-developers.com/xpe...z-ultra-display-issue-1-t2515293/post52516947). I've done nothing to have that, but as I've read in many experiences, sometimes Sony just says "it's not our fault, it's misuse, you'd have to pay 180 EUR" or so and I think I couldn't do anything about it... And I wouldn't pay it and use it with a TPU covering it (and try to forget it ).
Apart from that, I have at least 3 dead pixels (only visible with the screen black/dark). I've read the Limited Warranty and they say "two pixels are considered acceptable", so I guess they will have to accept and change that.
My question is: provided they are two different problems, in no way connected one to another, if they refused to repair my back glass, would they have an excuse to also say "we won't change your display due to the misuse also"? I guess not, but I never had to sell anything to any warranty before...
And, the second question: I don't know how it is in other countries, but here in Germany they have an official service and I have to send it by post (only the cell phone, no battery or accesories) and pay myself the shipping. They never mentioned anything about the return shipping costs or any additional costs for analysing my phone. There are none, right?
When I ask these things they just ignore them and say "sent it to this address and we'll decide here and let you know"...
Thank you!
Where did you buy it? Your service partner is always the store you bought it at. So if I was you I'd contact the seller.
St.Jimmy90 said:
Where did you buy it? Your service partner is always the store you bought it at. So if I was you I'd contact the seller.
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Hi! Thanks for your answer!
I bought it at BASE, online. That's exactly what I've tried to do since the beginning, but they don't answer. I've sent 3 emails, called, chatted, been to BASE shops, etc etc but they keep ignoring me... If you're from Germany and know where I could go because of that (consumer rights or so?), would be great . I haven't sent it with the "Widerrufsrecht" because I wanted to be sure that they would accept it and take me seriously and not say only "it's your fault, we aren't responsible for that". And now these 2 weeks are already over (I received it on April 25th)
Sony has anwered, though, but I have to pay this costs (and I don't feel it's fair, but I'd like to have it repair in less than 2 weeks, if possible).
Thanks again!
jpl90 said:
Hi! Thanks for your answer!
I bought it at BASE, online. That's exactly what I've tried to do since the beginning, but they don't answer. I've sent 3 emails, called, chatted, been to BASE shops, etc etc but they keep ignoring me... If you're from Germany and know where I could go because of that (consumer rights or so?), would be great . I haven't sent it with the "Widerrufsrecht" because I wanted to be sure that they would accept it and take me seriously and not say only "it's your fault, we aren't responsible for that". And now these 2 weeks are already over (I received it on April 25th)
Sony has anwered, though, but I have to pay this costs (and I don't feel it's fair, but I'd like to have it repair in less than 2 weeks, if possible).
Thanks again!
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Click to collapse
As I said, in this case BASE is your service partner, not Sony. Go to a shop and tell them that you will contact a lawyer if they won't repair / replace it.
Edit: You could try to send an email to this adress:
[email protected]
If you did that, try to find out the email adress or phone number of a manager, you can find their names here:
http://blog.base.de/uber-das-blog/impressum/
St.Jimmy90 said:
As I said, in this case BASE is your service partner, not Sony. Go to a shop and tell them that you will contact a lawyer if they won't repair / replace it.
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Yes, I know that, and I really tried to contact them and they are truly unreachable. And the "young girls" in the shops have really no idea of what they say (they even gave me numbers that are "gesperrt"). They say they only sell phones with mobile service and the online shops are something completely different. And they won't take me that seriously as I'm not German. I hadn't expect this here, but apparently some shops are not that serious.
If there is an organisation that protects the client in these cases I would go, of course. But i think keep trying to call BASE is no use (they charge me 0,99 EUR each call only to say nonsense or to make me wait). That's why, if Sony could help (as some people say in the post I wrote in the first message), I'd prefer already to pay 3,8 EUR shipping costs and have it repaired by serious people (and as I really need to have this phone with me again in 2 weeks). But I want to know if they would be max. 3,8 EUR of if I should pay also return shipping or some other charges to get my phone back, repaired or not...
Thanks!
EDIT: Thanks for the additional info! I already sent emails to that and other addresses, but I'll check out that blog and find someone specific.
If they don't respond and you need it soon take the Sony service.
Hi! Sony covered the repair costs .
I just sent the phone with a short description of the two problems (5 dead pixels and the cracked glass) and they repaired the phone and gave it back to me in less than 4 or 5 days. The repair centre here in Germany is w-support
And I contacted Base and asked for the shipping costs (4,5 EUR) and they gave them back in credit for my phone. Not ideal, but not that bad, either.
Thank you!