My replacement needs immediate replacement! - Nexus One Q&A, Help & Troubleshooting

So, yesterday, after my power button started failing for a second time, I called HTC to have them send out a replacement Nexus One. My replacement arrived today (wow, fast!) at 2 pm. Only one problem... they forgot to inspect the effing thing before shipping it to me! The earpiece is DEAD. The only way for me to hear callers on the other end is to activate the speaker phone. So, now I have to wait for the phone to get back to them via FedEx before they can send me out another one. They've been pleasant to deal with, and willing to work with me, but this is truly disappointing. Very poor quality control over there.

Bah. Meant to put this in the General section. Sorry.

Part Four said:
Bah. Meant to put this in the General section. Sorry.
Click to expand...
Click to collapse
Ha! Nevermind! It was moved. This is NOT a question or an answer, so I have no clue why it was moved to this section, but whatever.

hey at least theyre willing to work with you and send you another replacement (hopefully). its better than getting no attention at all. especially if your phone was rooted

xXJay_RXx said:
hey at least theyre willing to work with you and send you another replacement (hopefully). its better than getting no attention at all. especially if your phone was rooted
Click to expand...
Click to collapse
What? How would anything root-related cause the power button to fail? It's clearly a hardware malfunction. Legally, they MUST uphold the warranty for any and all hardware malfunctions, unless they can demonstrate abuse or neglect. The burden is upon them to prove that something I did caused the power button to fail. The whole fuss surrounding rooting voiding the warranty is far overblown. Yes, HTC says your warranty is void if you unlock the bootloader. But those are only words. That's not how the law works in the U.S., and I'm sure HTC knows that.

The federal minimum standards are only waived if the warrantor can show that the problem associated with a warranted consumer product was caused by unreasonable use, including a failure to provide reasonable and necessary maintenance.

Related

Send bricked G1 to HTC or do it myself?

Hello everyone, a couple of days ago i bricked my G1 trying to flash the SPL [silly me...] and sadly the only option to fix this, is to replace the motherboard. Now i go two options:
buy a physically damaged g1 [for around...60$] from ebay?
or
Send my bricked phone to HTC for repair? since its still under warranty.
-If i send it to HTC im just going to say "i left my phone charging one night and the next day, it was just on the G1 screen"
**sorry for double post, i couldn't delete my other thread**
On the one hand, sending it in for warranty work for something that was clearly your fault is dishonest and illegal. On the other hand, HTC deserves it for not providing updated drivers.
I'm not advocating breaking the law, just venting my frustration in dealing with them....
if your for doing it yourself then sure, go ahead. I found that buying an new G1 was much easier for me xD(ebay)
lbcoder said:
On the one hand, sending it in for warranty work for something that was clearly your fault is dishonest and illegal. On the other hand, HTC deserves it for not providing updated drivers.
I'm not advocating breaking the law, just venting my frustration in dealing with them....
Click to expand...
Click to collapse
Yeah I dealt with HTC before and believe me its not pretty, that's why i don't have much remorse for them, But that aside I know its my fault and i should pay full price for it, but its barely going to cost them anything to fix my issue.
-Im just worried if they actually going to look inside the phone's software.
warup89 said:
-Im just worried if they actually going to look inside the phone's software.
Click to expand...
Click to collapse
Unlikely..
I previously bricked a G1, and was able to return it to T-mobile with no questions asked. (it was within the 14 days, and I had to ship it to customer care.)
I know it's against HTC's warranty, but it is NOT against t-mobile's warranty to root/ect. (At least from what I read from their ToS.) As long as the screen doesn't have any scratches, there is no visible damage, and the LDI is white, T-Mobile may actually process the warranty swap for you.
Though if your device if out of warranty, or not on T-Mobile you may be out of luck

Nexus One swap, Will they charge me for unlocking?

Did any of you here swap your phone with HTC and your phone was unlocked?
My phone's defects are obviously hardware: Power button failing and Screen has a gap around sides, (Dust gathers around screen everyday, have to clean manually).
Can they charge me for unlocking and rooting it, even though these issues are hardware specific? Anyone has a story to share?
During the call, the HTC Rep told me that "we will charge your credit card for any non-warranty problems." Does unlocking count as one?
yes they will charge you for having your phone rooter,cause is out of the warranty that's what they told me over the phone...
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
I just had my Nexus One (unlocked bootloader) replaced through HTC without a charge for a similar hardware defect. When I called, I didn't mention anything about it being rooted, nor did he ask. I received my replacement, HTC received my defective unit, and I was told my ticket was closed with no charge on my account.
The replacement I received has a new defect and I'm currently awaiting another replacement to swap it out as well. I don't think they care, but I wouldn't parade around talking about it. Just be courteous and flash everything back to stock as much as you can.
Ok, thanks for the info! It would be great if they didn't charge me for this.
Please keep us informed on how everything turns out. Several people have said they've had no trouble. It would be nice to get a list if reasons for RMA with success rate. I have a fairly strong feeling as long as it's hardware related and involves no root caused problem (led from n1 torch, speaker from louder music, etc.) the rate would be pretty high. HTC really, in all the times I've had any problems has been one of my favorite call centers to contact.
I have successfully swapped my phone. I had the dust under screen issue and i called them up. Not questions asked about unlocked. I got my phone and they waited a week or so and i saw my ticket was closed. Now im calling back because my replacement one now has dust under the screen also.
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Coderedpl said:
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
Click to expand...
Click to collapse
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
I got mine on craigslist too, not that AWESOME of a deal since i pretty much just got the phone (the charger barely charges) and the usb i got from a small cell store at a mall doesnt work...pfftt
so I need: Data cable, charger & car charger.
bleh
futango said:
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
Click to expand...
Click to collapse
you didn't have to show proof or purchase/receipts?
blt51 said:
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Click to expand...
Click to collapse
I'd like to know the answer to this too. My phone has a stuck pixel but I also dropped it and now there is a crack in the screen. I'm wondering if they'll charge me for the swap.
I've had my N1 replaced almost 5 times, so I have some experience with this. Everything was perfect with my first phone except for one dead pixel, which was only visible from certain angles. However, considering the price that I paid for the phone, it wasn't acceptable from my perspective.
I read a lot about people having successes with replacements so I decided to do a swap. My recommendation is to think about doing a swap very carefully. Each time a replacement was sent to me, I found new problems with the phone.
For example, one replacement had a weak vibrate while another had a camera that took oversaturated photos. One of the phones had minor scratches on the screen. Another replacement turned out to be the replacement that was sent to me which I sent back (but with a different sticker and IMEI).
So I think that if the phone is not damaged significantly, such as huge cracks, they will not charge you any fees. So minor scratches on the phone and "normal use" damage is fine.
Also, if you purchased your phone from someone else, you will still be under the warranty and do swaps. I've asked this through the phone twice and both times I was told that they decided to honor warranty transfers.
HTC gave me a new one was well with unlocked bootloader. The problem with my phone was a software issue too. No questions asked.
This is great to hear.
I traded my iPhone 3GS for a N1 on craigslist only to discover it has some sort of hardware problem - Strange rebooting - not sure if it's heat related (doesn't seem so) or bad RAM (I've seen many reports). Went the replacement route (that's another story all together - http://forum.xda-developers.com/showthread.php?t=698156) and am awaiting the new unit. Just got my return shipping label, hopefully they wont charge me either!
x986123 said:
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
Click to expand...
Click to collapse
I had my Nexus One rooted and it was sent it to HTC for "power button failure" and they fixed it for no extra charge. Came back with a more firm-feeling power button and relocked.
They tried to charge me but after some reasoning with the right person on the phone they dropped the charge. You can also file a ticket with the Google Sales team and they will make sure you are not charged if you have a manufacturing defect unrelated to your phone being unlocked.
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
adamhlj said:
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
Click to expand...
Click to collapse
Hey, I would try calling HTC again and talk to another representative if you want to do a swap for a replacement; sometimes the customer representatives tell you what they know and so they give different responses.
The warranty specifically says:
If you have engraved your phone with a personal message, the device that you receive will not include the engraving, and the engraving on the defective device will not be sent back to you. If you want to keep your engraving, you can opt for the express repair option.
Click to expand...
Click to collapse
That is, unless you want to keep the engraving.
Good luck!

Problem with HTC Support (and the N1 phone) - Need advise

Has anyone been able to dispute a repair charge and does anyone know if there would be charges if the power button was not working?
I just want to share my story and am wondering if investing $400 of repair charges on top of a $530 phone is worth it.
4/7/10 - Purchased N1 (Compatible with 3G on AT&T U.S.) from Google Webstore.
6/7/10 - Begin having 3G data & phone signal loss in New Orleans. Contacted AT&T and was told they were having tower issues in the area. Spent one week using 2G instead.
6/13/10 - Went to AT&T store to check on service. Got a brand new SIM card that worked on another phone. At this point, carrier issue has been ruled out
6/14/10 - Phoned N1 support, performed a master reset and then got transferred to HTC for warranty support. It was either replacement or repair. Chose replacement option.
6/17/10 - Received replacement phone and shipped my original phone back to them the very next day.
6/23/10 - Received email for a $196(!) repair quotation. Phoned into HTC support and was told that it was a customer induced motherboard damage. I asked for more details on the damage & charge, and customer service said that they need information from the "warehouse" and get back to me. Never heard back from CS.
7/10/10 - New replacement phone shut off by itself and could not be powered back on.
7/11/10 - Called N1 support and performed master reset which did not work. Got transferred to HTC support but a case cannot be opened because the previous case was still outstanding. The customer serivce rep confirmed that the case notes stated that I had called for more information, and they were supposed to get back to me. I was told that I need to talk to a supervisor for further support and they do not work on weekends.
7/12/10 - Called HTC support and spoke to a supervisor. Basically she told me that my options are
my options are either to pay the $196 and close the case or wait up to 48 hours to get the details back from the "warehouse". Either way, no replacement can be processed until the previous case is closed. I was told that there is no way to:
1. Get the open case closed temporarily so a replacement for my current issue can be dealt with.
2. No other person beyond the supervisor(s) I can talk to.
3. No way to escalate to the wareshouse to speed up 48 hours needed on getting the previous repair details.
4. No one can do anything else for a customer who is going through an exception situation.
5. No clear instructions on how to dispute a repair quotation.
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction. Here are somethings that I find completely unsatisfying. Neither phones have been rooted, tempered with, dropped, or water damage on neither device.
1. First let's talk about 2 defective phones.
2. Sending repair quote to customers demanding payment without more information is unacceptable.
3. Blaming customer for self-induced damange while there is a known 3G issue for the N1.
4. Not getting back to customer on repair details is also unacceptable.
5. Not being able to open more than one case is absurd. In my situation, we're dealing with 2 different issues but for some reason, one is related to the other in the system.
6. Where is the repair charge dispute process documentation?
7. The is no exception to the "normal" escalation process is a huge gap. Basically I was told that after the supervisor level, it goes to the "warehouse". No one can talk to the wareshouse without going through the 48 hour escalation process.
8. Tell customer that damage maybe water related when the battery has no record of such.
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
Hi
I faced a similar situation as you. My power button went wonky and I sent it in to HTC for servicing. It was a very tiring ordeal for me.
The HTC support (in Singapore) kept insisting that my motherboard needed a replacement and they wanted to charge me for it as I had an unlocked bootloader and was unable to claim warranty.
I kept arguing with their phone support that I just wanted my power button fixed and I was skeptical that that required a motherboard replacement. They kept insisting that I needed to replace my motherboard in order fix the power button.
As I was getting nowhere with phone support( I spent 3 days arguing with them) I made a trip down to their service center to try to speak to the engineer actually servicing my phone.
Had a similar argument with the CSO there who repeated the same BS to me and finally said she will go inside and have the engineer come out to explain further. So I waited. After several minutes (of which i believe she was informing him that there was an angry customer outside), she emerged alone and said they will wave the charges for the button repair.
Do you know what disgusts me the most about this entire ordeal?
When i finally received my phone back from them, they repaired my power button but my boot loader remained unlocked!
They did not need to replace my motherboard!
IMO, HTC simply wanted to replace the motherboard cos I had an unlocked bootloader. What better way to make easy money then to milk me with an unnecessary but expensive repair simply cos I voided my warranty. It' s unethical and personally, HTC has lost any future business from me.
It ironic as I bought my phone from Google.
caysman said:
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
Click to expand...
Click to collapse
I'm putting my money on an unlocked bootloader
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
TangBiz said:
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction.
Click to expand...
Click to collapse
Exactly my thought. I've had my phone repaired for almost a whole month now and I still have no hope of getting it back.
The customer service is nice but they are absolutely useless. Everything regarding the actual status of the phone has to be initiated by the escalation team or warehouse, and I highly doubt that they give a **** of the customers.
TangBiz said:
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
Click to expand...
Click to collapse
Has this been resolved?
If you haven't unlocked the bootloader, then there's no reason to charge you for the repair. Definitely talk to a supervisor and don't be afraid to insist that the phone if fully covered under warranty and they need to replace the unit or repair it.
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
KidTech said:
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
Click to expand...
Click to collapse
I'm getting my rooted/unlocked phone repaired for free. So yeah, it really is 50/50!
My headphone jack started wigging out and thinking there was a headset plugged in when there wasn't. I also explained that I started to see dust coming in underneath the screen in the bottom left corner.
I opted for a replacement. I got it the next day. New one is great. Bootloader was unlocked and no charge was issued.
I would be livid. How old was the original phone with the "broken motherboard"? April? Well all hardware defects are covered up to 1 year. If the phone casing shows no physical signs of abuse yet the motherboard is broken... then that is a ringer that it is a manufacture defect.... especially if you'd had the phone for 2 months.
If there are no signs of physical damage and the water sticker is clean then you have full entitlement to your warranty. This includes motherboard replacements.

Unlock Warranty Consequences?

I'm dying to get root (event temp) so I can chroot debian but due to the apparent flimsiness of the dock am a little scared to loose warranty coverage.
What are the real consequences of unlocking on warranty? If the hinge or connector breaks (hardware issuss) does Asus just turn it away if unlocked?
I don't know how Asus handle this, but I know from Sony and HTC that there never was a problem when unlocked. Just if you grill your processor or hardbrick the phone MAYbe they refuse, but I never ever heard something like this.
If the dock breaks it more common that a seller states that it is your fault because of using too much force.... But they can't refuse warranty on hardware dock because of rooting the tablet...
A friend hardbricked his Samsung and the message from service center was that it fell on the floor I guess in most cases they can't tell if you brick if it's from rooting/flashing or not....
I talked to Asus polish support yesterday, about this. The guy said that when you unlock the bootloader, you loose WHOLE warranty.
He even said that if you bought yours with keyboard dock, you loose your warranty on that too.
huball said:
I talked to Asus polish support yesterday, about this. The guy said that when you unlock the bootloader, you loose WHOLE warranty.
He even said that if you bought yours with keyboard dock, you loose your warranty on that too.
Click to expand...
Click to collapse
He can say that, but I don't believe that they would have any chance in court...
huball said:
I talked to Asus polish support yesterday, about this. The guy said that when you unlock the bootloader, you loose WHOLE warranty.
He even said that if you bought yours with keyboard dock, you loose your warranty on that too.
Click to expand...
Click to collapse
Yup. Unlocking any asus tablets fully voids your warranty. But I don't know how they can deny warranty on the dock if you just send the dock.
Sent from my SGH-M919 using Tapatalk
aznmode said:
Yup. Unlocking any asus tablets fully voids your warranty. But I don't know how they can deny warranty on the dock if you just send the dock.
Sent from my SGH-M919 using Tapatalk
Click to expand...
Click to collapse
Because that's what you agree to when you unlock...
The text you have to agree to before you use the unlock tool doesn't leave any doubt's: You kiss your warranty good bye - no matter what. There have been cases where TF700 users got a warranty repair even after unlocking. But I would not count on it. And you certainly cannot demand it.
Unless you live in the EU, it seems. Stronger consumer protection laws seem to give users a leg up, so research your country's laws.
Sent from my ASUS Transformer Pad TF700T using Tapatalk 4
Yezariael said:
He can say that, but I don't believe that they would have any chance in court...
Click to expand...
Click to collapse
Huh? Got that kind of money do you? Know the law do you? Those guys are the 5th largest PC vendor in the world. Go for it I dare ya.
Anyway if you search on this you find some that tried to send it back and they WOULD NOT fix it. Wanted to charge them hundreds of dollors to fix. Yet I think I remember someone that got it fixed. Not worth it. Its ASUS
Zeblade said:
Huh? Got that kind of money do you? Know the law do you? Those guys are the 5th largest PC vendor in the world.
Click to expand...
Click to collapse
Yeah, I know the (Swiss) laws, and if I need a good lawyer I have an insurance for this Anyway, consumer have a lot of rights, at least in Switzerland and EU, and a company cannot deny any warranty. If the defect is a consequence of unlocking they could, but not if the dock is not working properly... The problem is, most people would not go to court because of this 500 bucks...
In Europe (EU) they can't deny warranty by law. Doesn't matter what Asus tells on their website.
When for example the dock cnnector is broken and you are unlocked the manufacturer MUST PROOF that the malfunction was caused by unlocking the device and they can't.
Would they reject warranty then a letter of a lawyer does miracles.
Hi, here in Germany we have two warranties. One comes from the law and helps you six months, after this time you have to prove that the damage existed from the beginning which is practically nearly not possible. They can´t deny you this warranty as it´s a law.
The other warranty which comes from the manufacturer is something they can deny as it is voluntary.
So at least for me right now I don´t want to root even though I really want to root .
My question belonging to this is if there will be a chance to root without unlocking the bootloader? As I read that unlocking the bootloader on an Android device helps in first place to install a custom rom. So getting root with the stock kernel schouldn´t void any warranty...
SHadowral said:
My question belonging to this is if there will be a chance to root without unlocking the bootloader? As I read that unlocking the bootloader on an Android device helps in first place to install a custom rom. So getting root with the stock kernel schouldn´t void any warranty...
Click to expand...
Click to collapse
There is. On other devices some developers made it possible, but usually it takes "some" time... can be tomorrow, can be in 1 year, can be never... Has nothing to do with stock kernel, when you can install a recovery you can change kernel, too. With official unlock tools like Asus or Sony are doing they get a database with all unlocked devices... What they do with this data is another question
Thanks, i´ll patiently wait for the day to come
asus reply
So as most will know, my TF701 is unlocked.
I do have trouble with the dock connector, I agree it's annoying.
So I contacted the ASUS support of doom, to find out more (I don't actually think of returning it, I just wondered).
As the The unlocker phones home, my warranty is bust.
Dear Mr. Dunwell,
thank you for your email request.
This unit is Out of Warranty due to Unlock device.
In the case of an under warranty repair is first created a cost estimate.
Here, a service fee in the amount of about 135 CHF.
This amount is also refusing to pay the cost estimate, and covers the cost of inspection and the shipping of the unrepaired unit.
It is not possible for us to name the price in advance without having to inspect the equipment, please be understanding of this.
1. Please fill in the relavant warranty application (3. Send in Service - Einsendung defekter Ware) form for your product, by clicking on the link:
https://eu-rma.asus.com/pick_eu/ch_d/eee.html
2. After approval of the submitted data you will receive the RMA number and shipping instructions from us by e-mail.
3. Please read our Terms & Conditions before filling in the RMA forms.
Please don't hesitate to contact us, if you have any questions.
We are committed to customer satisfaction.
You will receive in the next few days by e-mail a link to your satisfaction survey.
We would be very happy if you take the survey and evaluate our service.
Your answers will help us identify the areas where we could improve.
Sincerely,
Mehmet Adyakar
Click to expand...
Click to collapse
What do I learn of this?
Screw ASUS support
Wait for diy fix to appear
lpdunwell said:
So as most will know, my TF701 is unlocked.
I do have trouble with the dock connector, I agree it's annoying.
So I contacted the ASUS support of doom, to find out more (I don't actually think of returning it, I just wondered).
As the The unlocker phones home, my warranty is bust.
What do I learn of this?
Screw ASUS support
Wait for diy fix to appear
Click to expand...
Click to collapse
CHF - you're in Switzerland? Check your consumer protection laws. You guys in Europe are much better off than us here in the US. Netherlands and I believe Germany does not let Asus get away with voiding the warranty just because you unlock. So check the laws in your country...
berndblb said:
CHF - you're in Switzerland? Check your consumer protection laws. You guys in Europe are much better off than us here in the US. Netherlands and I believe Germany does not let Asus get away with voiding the warranty just because you unlock. So check the laws in your country...
Click to expand...
Click to collapse
Yes, Switzerland. Thanks. I will! I replied to ASUS and asked about that.
Besides that, I always hate returning things. If there's a way to get it sorted with little hassle, that's my choice.
IMHO the only thing worse than warranty with broken electronics is broken guns. -.-
lpdunwell said:
Yes, Switzerland. Thanks. I will! I replied to ASUS and asked about that.
Besides that, I always hate returning things. If there's a way to get it sorted with little hassle, that's my choice.
IMHO the only thing worse than warranty with broken electronics is broken guns. -.-
Click to expand...
Click to collapse
Indeed here in Holland they can't refuse the warranty because of unlocking. In fact ASUS must proof that the connector problem was caused by unlocking the device and they can't of course.
Sent from my superfast Asus Infinity TF701with Dock
lpdunwell said:
Yes, Switzerland. Thanks. I will! I replied to ASUS and asked about that.
Click to expand...
Click to collapse
Do you have an insurance for things like that? (Rechtsschutzversicherung) They would do the work, as I don't believe that Asus will say "Oh yes, Swiss guy, no problem!"
I had a tf700 which I'd unlocked, rooted, etc..
The display developed a few solid rows of red pixels depending on pressure from the dock hinge. I sent the unit in under RMA and they replaced the screen and sent it back. It was returned still unlocked and loaded w/ the same OS load I sent it in with. No questions asked.
My expectation is that if the issue could be software related to something you've done, then you'll be in a pickle.. but if it's actually hardware, they'll honor things without problem (at least, that was my experience).
LK
linuxkidd said:
I had a tf700 which I'd unlocked, rooted, etc..
The display developed a few solid rows of red pixels depending on pressure from the dock hinge. I sent the unit in under RMA and they replaced the screen and sent it back. It was returned still unlocked and loaded w/ the same OS load I sent it in with. No questions asked.
My expectation is that if the issue could be software related to something you've done, then you'll be in a pickle.. but if it's actually hardware, they'll honor things without problem (at least, that was my experience).
LK
Click to expand...
Click to collapse
That is nice and all but your speaking for Asus and you can't. We always find that one person on that one day that didn't do their job. You got lucky. I am sure more posts like this will help Asus really slack off more.
I just read last week someone sold their Tf700 unlocked on ebay. The buyer new all this bought it anyway. The screen cut out a month later Asus would NOT touch it unless the guy gave up about $150. The unlock had nothing todo with the screen what so ever.
So NEVER listen to posts like this. You void the warranty and you want them to look the other way. Granted I don't know one time a unlock was the cause of a broken tablet lol but Man if you ever learned anything then remember when you took that tag of your mattress and look what happen.. what happen? Yeah
Zeblade said:
That is nice and all but your speaking for Asus and you can't....
Click to expand...
Click to collapse
linuxkidd said:
...My expectation is that ...
Click to expand...
Click to collapse
Nope.. not speaking for Asus.. Giving my expectation, not policy of Asus (as caveated with "My expectation is that...")
Zeblade said:
...I just read last week someone sold their Tf700 unlocked on ebay. The buyer new all this bought it anyway. The screen cut out a month later Asus would NOT touch it unless the guy gave up about $150. The unlock had nothing todo with the screen what so ever....
Click to expand...
Click to collapse
I believe you found the reason it wasn't honored right here... Warranty almost never transfers across owners. They (in general, not speaking specifically for Asus) usually state that they are only good for the original owner of the device.
It is true that either
A) I found the one person (or persons... ) slacking in their job and they replaced a hardware component which was clearly defective and had nothing to do with the device being unlocked.
or
B) The few other people who've had issues found the one or two people who were being dicks.
Either way, the story you provide doesn't even apply due to the tablet not being with the original owner.
LK

Beware of purchasing the SM-N9600 model for US use

Well, I have had a SM-N9600 now since around September. I opted for the international version due to it being bootloader unlockable. I have had it unlocked and running on Verizon for months now.
Well today, I went walking in the sun at the track. I used the phone as my GPS, in my pocket the whole time, while taking it out occasionally to check my distance. After I was finished I noticed that the screen looked discolored. I immediately made sure that comfort view was disabled, but the issue persisted. There seems to be a hardware failure of some sort effecting the screen. It looks like major burn in, in a perfect pattern in the middle of the device screen that persists even in recovery. Pictures attached of the screen.
I immediately freaked out and called Samsung to inquire about a repair. They stated that they would not touch the phone even if I payed for the repair. They also basically stated that any of their retailers would not touch it as well. So I spoke to a supervisor to verify. He also stated that they would not help me in any way to get my device repaired due to the fact that it is an international phone. So, even if you ask to pay for the hardware failure, you still cannot get a repair.
I called around to UbreakitIfix locations and they all stated that they would not touch the phone as Samsung owns all of their authorized replacement parts.
If anyone has any information that can help me get an authentic screen replacement please let me know.
Just to clarify, the screen was checked for dead pixels as well as any flaws when it was purchased. This all is from today.
@jal3223
My apologies.
I was in a similar situation before and, literally, was like "Take my damn money!" but Samsung US wouldn't budge.
My first suggestion; start with the Reseller. See what they can do (irregardless if it's been one month or several).
Was it purchased with a credit card? Some credit cards offer extended forms of warranty beyond that of the manufacturer.
There are also several vendors on eBay who perform mail-in repairs. Their range of services/specialties vary. Drop them a line.
You could also sell the device "As-Is" to reclaim a portion of your original cost. It does function albeit the burn-in. You may not get exactly what you paid but at least you have something in your hand towards a replacement.
Good luck!
A_H_E said:
@jal3223
My apologies.
I was in a similar situation before and, literally, was like "Take my damn money!" but Samsung US wouldn't budge.
My first suggestion; start with the Reseller. See what they can do (irregardless if it's been one month or several).
Was it purchased with a credit card? Some credit cards offer extended forms of warranty beyond that of the manufacturer.
There are also several vendors on eBay who perform mail-in repairs. Their range of services/specialties vary. Drop them a line.
You could also sell the device "As-Is" to reclaim a portion of your original cost. It does function albeit the burn-in. You may not get exactly what you paid but at least you have something in your hand towards a replacement.
Good luck!
Click to expand...
Click to collapse
Thanks for the reply! Yeah, that's what I have been contemplating doing as far as the selling as is part. It is 100% in perfect condition besides the new screen issue. I guess I could at least get 4-500 toward a new device (this time with squaretrade).
I sent Samsung of Hong Kong an email about it, so I'll report back if they respond.
I used the Amazon credit card on it. Is anyone familiar with the warranty on those?
Here you are:
https://www.amazon.com/b?ie=UTF8&node=16070413011
Middle section of the page.
If you purchased it through Amazon, they too, can be quite quite generous with returns.
As for HK, they have a live chat as well:
https://www.samsung.com/hk_en/support/
It's the start of the business day so you should be able to catch someone.
Seeing as you have purchased a grey import. You would have to contact the retailer, who sold you the device and ask them to repair it.
You should be able to find a 3rd party repair shop, that will replace the display for you, if you look around hard enough. Personally I would contact the retailer and get them to fix it. As they are obligated to repair or replace any faulty products sold.
I wouldn't bother contacting Samsung Hong Kong as it would cost quite a bit to get your device repaired by them.
A_H_E said:
Here you are:
https://www.amazon.com/b?ie=UTF8&node=16070413011
Middle section of the page.
If you purchased it through Amazon, they too, can be quite quite generous with returns.
As for HK, they have a live chat as well:
https://www.samsung.com/hk_en/support/
It's the start of the business day so you should be able to catch someone.
Click to expand...
Click to collapse
Thank you so much for the additional info. I'll definitely check this out and report back.
*Update*
I heard back from the email to the CEO of HK Samsung. He stated that a representative will be getting in touch with me soon. Hopefully that is the case.
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Sent from my SM-G975U1 using Tapatalk
oneandroidnut said:
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Sent from my SM-G975U1 using Tapatalk
Click to expand...
Click to collapse
@jal3223
Yes, please do keep us updated. We can use your experience as a reference for others experiencing similar issues.
oneandroidnut said:
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Click to expand...
Click to collapse
See, I didn't know about the screen issues. I was tempted to buy a new device and to sell this one "as is", but that's before I knew it is a widespread issue. It would be pointless to buy another one because I would be paranoid about it happening again. I was really thinking I could hold on to this device a few years as I hate the new notch trend, but I guess it isn't going to happen. I doubt they will replace it either. One can only hope though. I believe this will be my last Samsung device after owning basically each release over the years. It's a shame of what the company has become with their customer service and blatent disregard of their customers. They were flat out rude to me when I called just for asking them to accept my money for a repair as I know that it is not under warranty in the states. They need to be took down a peg from a competing company.
I guess I could always try myself if all else fails. Has anyone bought from this site? I wonder if it is possible that it really is OEM?
https://www.digitalsupplyusa.com/products/galaxy-note-9-screen-replacement-frame-genuine
jal3223 said:
See, I didn't know about the screen issues. I was tempted to buy a new device and to sell this one "as is", but that's before I knew it is a widespread issue. It would be pointless to buy another one because I would be paranoid about it happening again. I was really thinking I could hold on to this device a few years as I hate the new notch trend, but I guess it isn't going to happen. I doubt they will replace it either. One can only hope though. I believe this will be my last Samsung device after owning basically each release over the years. It's a shame of what the company has become with their customer service and blatent disregard of their customers. They were flat out rude to me when I called just for asking them to accept my money for a repair as I know that it is not under warranty in the states. They need to be took down a peg from a competing company.
I guess I could always try myself if all else fails. Has anyone bought from this site? I wonder if it is possible that it really is OEM?
https://www.digitalsupplyusa.com/products/galaxy-note-9-screen-replacement-frame-genuine
Click to expand...
Click to collapse
Yeah they have some issues with the screens. I have had/seen a ton of these and they have had from screen crackling issues on press, screen burn in or discoloration. I am shocked Samsung won't fix it though even if you pay for it! That is why I dumped all my notes and went the s10+ route for now. Hope to get a pixel 4 and a note 10 when they come out. Have been very disappointed with the fingerprint sensor so far though on the s10+
jal3223 said:
Well, I have had a SM-N9600 now since around September. I opted for the international version due to it being bootloader unlockable. I have had it unlocked and running on Verizon for months now.
Well today, I went walking in the sun at the track. I used the phone as my GPS, in my pocket the whole time, while taking it out occasionally to check my distance. After I was finished I noticed that the screen looked discolored. I immediately made sure that comfort view was disabled, but the issue persisted. There seems to be a hardware failure of some sort effecting the screen. It looks like major burn in, in a perfect pattern in the middle of the device screen that persists even in recovery. Pictures attached of the screen.
I immediately freaked out and called Samsung to inquire about a repair. They stated that they would not touch the phone even if I payed for the repair. They also basically stated that any of their retailers would not touch it as well. So I spoke to a supervisor to verify. He also stated that they would not help me in any way to get my device repaired due to the fact that it is an international phone. So, even if you ask to pay for the hardware failure, you still cannot get a repair.
I called around to UbreakitIfix locations and they all stated that they would not touch the phone as Samsung owns all of their authorized replacement parts.
If anyone has any information that can help me get an authentic screen replacement please let me know.
Just to clarify, the screen was checked for dead pixels as well as any flaws when it was purchased. This all is from today.
Click to expand...
Click to collapse
Try Louis Rossmann. He fixes everything. Lol
Just a quick Google search will drop you at his website. The dude is a very honest genius.
OP feel for you. But this issue or any other for that matter had and has prevented me from buying a device that doesn't come with a local warranty.
Sent from my SM-N960U1 using Tapatalk
Limeybastard said:
OP feel for you. But this issue or any other for that matter had and has prevented me from buying a device that doesn't come with a local warranty.
Click to expand...
Click to collapse
The thing is, I called Samsung before purchase because I have heard in the past that they would not repair them. I explained my concerns to the representative and he said that they would just have to send it to the appropriate location and it would just take a little more time for repair. I mentioned that conversation to the rep the other day and asked if they had a call log or something and he responded "Sir, your more than welcome to send it in, but as soon as they see that it is an international phone they will send it back to you untouched". They are a bunch of jerks over there.
jal3223 said:
The thing is, I called Samsung before purchase because I have heard in the past that they would not repair them. I explained my concerns to the representative and he said that they would just have to send it to the appropriate location and it would just take a little more time for repair. I mentioned that conversation to the rep the other day and asked if they had a call log or something and he responded "Sir, your more than welcome to send it in, but as soon as they see that it is an international phone they will send it back to you untouched". They are a bunch of jerks over there.
Click to expand...
Click to collapse
Did you find out cost to ship and repair it from the region that the device originated from, HK?
Sent from my SM-N960U1 using Tapatalk
Limeybastard said:
Did you find out cost to ship and repair it from the region that the device originated from, HK?
Click to expand...
Click to collapse
No, they said that a representative would reach out to me but I haven't heard anything. There is a 12 hour time difference between us, so I'll probably try again through live chat when I don't have to work.
jal3223 said:
No, they said that a representative would reach out to me but I haven't heard anything. There is a 12 hour time difference between us, so I'll probably try again through live chat when I don't have to work.
Click to expand...
Click to collapse
Why not use DHL or FEDEX with a shipping label back to yourself ? it will cost a fair bit but it’s better than third party repair and cheaper ? As you’re paying for you own postage both ways! I can’t see why they would say no? That’s the only way I’m seeing out of this situation?
N1NJATH3ORY said:
Why not use DHL or FEDEX with a shipping label back to yourself ? it will cost a fair bit but it’s better than third party repair and cheaper ? As you’re paying for you own postage both ways! I can’t see why they would say no? That’s the only way I’m seeing out of this situation?
Click to expand...
Click to collapse
I agree. I'm going to live chat with them tomorrow night though. I hope they allow it.
jal3223 said:
I agree. I'm going to live chat with them tomorrow night though. I hope they allow it.
Click to expand...
Click to collapse
They should allow it! And Good Luck!
I have posted in the Samsung forums on this issue. Come check it out and share please.
https://us.community.samsung.com/t5/Note-9/Screen-Hardware-fault-becoming-more-common-Samsung-refusing-to/m-p/513325#M9187

Categories

Resources