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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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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
My phone connects when I get a call but no voice on either end. The only way to get out of this is to reset my phone. Had to do it so much that Ive called in for an exchange under warranty.
They told me it will be a refurb since that is the only thing they can do. I even tried the Kit box with the battery (which they are replacing since my battery is not holding charge) but they are sending it seperately.
My question is for the exchange, is the refurb any good and did it solve your problems?
Is there anyway I can get them to give me a new phone since mine is less than 6 months old.
I did an exchange because one of the keys on the keyboard was going out. The refurb they sent me had the same problem but worse, so I sent it back for another refurb and I'm happy with that one. Somebody once said that after 3 refurb exchanges they'll send you a new one, but I don't work for AT&T so I can't verify if that's correct.
maxh said:
I did an exchange because one of the keys on the keyboard was going out. The refurb they sent me had the same problem but worse, so I sent it back for another refurb and I'm happy with that one. Somebody once said that after 3 refurb exchanges they'll send you a new one, but I don't work for AT&T so I can't verify if that's correct.
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Uh huh das right
I did a warranty exchange on my tilt because the miniUsb port cracked. The device they gave me was like new, i actually thought it was new, till about a week later i decided to call and check and they told me most likely its a refurb... honestly i can't tell if it is or if its new.
ALso about your issue, did you recently upgrade to a 6.1 rom and not change the radio? that would cause no sound..
double post :/
fone_fanatic said:
I did a warranty exchange on my tilt because the miniUsb port cracked. The device they gave me was like new, i actually thought it was new, till about a week later i decided to call and check and they told me most likely its a refurb... honestly i can't tell if it is or if its new.
ALso about your issue, did you recently upgrade to a 6.1 rom and not change the radio? that would cause no sound..
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thanks for the info. I did upgrade to 6.1 via HTC website that I think also updated my radio. I currently have radio #1.65.21.18
Could this be my problem?
that is a wm 6.1 radio, but still, some radios don't work well with some roms, check AllTheWay's Ultimate Radio Thread for more info.
I love peoples reasoning for not deserving a refurb. I've worked at places like Dell and Acer and I just love when people argue. "it was new when I bought it"
ChumleyEX said:
I love peoples reasoning for not deserving a refurb. I've worked at places like Dell and Acer and I just love when people argue. "it was new when I bought it"
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As someone who has been on the receiving end of several Dell computers, you are correct that this argument doesn't hold water since Dell takes pride in the full reconditioning of it's refurbished units.
However, as someone who needed to exchange 4 Tilts within 2 weeks due to the total lack of quality control on [insert random 3rd party company here]'s part, I understand why some people are hesitant to accept a refurb phone.
When I finally had enough of dealing with the warranty group and called business customer care, the woman on the phone transferred me to someone back in Warranty who told me that AT&T doesn't even handle the refurb business, and the entire process (including QC and shipping) is done by a 3rd party company.
Yes you can be very unlucky with refurbs but the same applies with brand new phones too.
fone_fanatic said:
that is a wm 6.1 radio, but still, some radios don't work well with some roms, check AllTheWay's Ultimate Radio Thread for more info.
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are u saying that there is a better radio for the stock 6.1 rom than what it comes with?
could this be my issue on the new sound?
NotATreoFan said:
As someone who has been on the receiving end of several Dell computers, you are correct that this argument doesn't hold water since Dell takes pride in the full reconditioning of it's refurbished units.
However, as someone who needed to exchange 4 Tilts within 2 weeks due to the total lack of quality control on [insert random 3rd party company here]'s part, I understand why some people are hesitant to accept a refurb phone.
When I finally had enough of dealing with the warranty group and called business customer care, the woman on the phone transferred me to someone back in Warranty who told me that AT&T doesn't even handle the refurb business, and the entire process (including QC and shipping) is done by a 3rd party company.
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That lady flat out lied to ya, I have personally been in the ATT department were they recondition MOST devices. And yes tilt's are done there as well, to a certain extent, they clean them and replace screens, keypads, basic stuff. I cant even begin to explain the morons working there, my 7yr old could do a better job and he would have fun doing it.
Hello I want to share with you my very long conversation with HTC support Europe.
Conversation is unedited exactly as happened.
Please excuse me for my bad English.
My first message:
Hello, my brand new HTC ONE break over 3 months ago. All this time I’m trying to exchange my HTC ONE but your Bulgarian distributor Vivacom refuse warranty exchange. I have all necessary documents from your official Bulgarian warranty service Most Computers, certifying that the phone is faulty and should be replaced by a new. Yet Vivacom refuse to replace it. Now I am faced with the need to pursue a court case against Vivacom to replace my phone. I am very disappointed by your warranty. HTC ONE is a great phone but in Bulgaria warranty is horrible. I will never buy another HTC product. Best Regards, Lyubomir
HTC support replay Nemanja :
Thank you for contacting HTC. Dear Mr. Lybomir, as you said yourself, HTC did everything it could and provided all the necessary papers. Now the issue you have is with Vivacom and there is little we can do regarding that. You need to clarify this issue with them. If you need any more assistance from HTC or there is something you think we should do please do inform us.
My second message:
Thank you very much four you great support!
Serious companies stand behind their products. The phone is made by you, and if a technical problem arise you have to take responsibility for addressing this problem. Instead, you simply sell your phones at extremely unfair bad traders like Vivacom and then you do not care. When any problem occurs only advice that you give me - you're on your own!
Thank you again!
HTC support replay Nemanja:
Dear Mr. Lybomir, we as a company don't have sale shops and we do not sell devices ourselves. The behavior and refusal of certain companies is not HTC responsibility as this will be considered as meddling in other company business. We have done everything from our side and we approved the replacement for your case. We did everything correctly and in order to satisfy the customer but unfortunately we cannot make other companies do their job. We are sorry for the inconvenience you are having.
My third message:
Dear Nemanja, it's looks that you do not understand me correctly. Every major brand that I have had to deal, either Samsung, Microsoft, Apple, Nokia have a very simple and effective method to deal with rogue traders as Vivacom. When you have insoluble dispute with merchants they offer you to send your phone directly to the headquarters when phone will be tested and if necessary replaced. Can you tell me why HTC does not offer this option? I want to send the phone back to you in Taiwan for warranty service! Thank you!
HTC support replay Nemanja:
Dear Mr. Lybomir, please contact customer protection agency in your country and ask them to intervene in your case. HTC has done everything in its power to help and now because of Vivacom we are looking unprofessional although there is no fault of ours and we approved you the new device. By contacting your customer protection agency you will save HTC and yourself from further complications and issues.
My fourth message:
Dear Nemanja,
I already contact my customer protection agency, a month ago. I have decision from them that is in my favor. In official document that was issued to me by Bulgarian customer protection agency is saying that my phone needs to be replaced immediately by Vivavcom. But Vivavcom refuse to comply with this decision. Bulgarian customer protection agency has no legal means to force Vivacom to comply with the decision.
So now I'm forced to start expensive and long lawsuit!
That is the situation!
Thank you
HTC support replay Nemanja:
Dear Mr. Lyubomir, I understand perfectly your reason for dissatisfaction and the predicament that you are in. I don't know why the Vivacom is behaving like this as you have all the necessary papers and proofs for device exchange. We would be more than happy to assist you but in your case we already did all that we could and there are no options left on our disposal at the moment. If you want we can try to send the device to our service centre again and check if it can be repaired. Otherwise, your only solution is to proceed with lawsuit against Vivacom. Once again I apologize for the inconvenience and I hope that your issue will be resolved soon. Please keep us posted on your case and what is happening with it. Thank you for your understanding and I wish you all the best.
My fifth message:
Dear Nemanja, It's now perfectly clear for me that I can not count on any help from HTC. I want to inform you that I intend to to publish our entire conversation in internet. I do this in order to inform users of Android phones on the terms of the HTC warranty service and difficulties which may arise in front of them if they live in Bulgaria. Best Regards
HTC support replay Nemanja:
Thank you for contacting HTC. Dear Mr. Lybomir, we don't have any issues with you posting our conversation as we did everything we could but you simply cannot accept that there is limit to what HTC can do. Once again, HTC gave you the paper to take new phone and I even offered to try and repair it again. On the other side, VIvacom totally ignored you and your request. Accordingly, if you think this is HTC issue or you are not satisfied with our approval for new phone -please proceed with your intention. Contrary to your opinion and as I explained earlier, we cannot force Vivacom to do something as it is not part of HTC company and they are separate business. Their inability or unwillingness to help cannot and is not HTC fault!
My sixth message:
I don't understand you. What do you mean by this "... I even offered to try and repair it again.?" When the phone will be repaired? As far as I know safe repair for HTC ONE is not possible. You said also "HTC gave you the paper to take new phone"? Why does the phone have to be repaired and not just replaced? Also you did not answer my question why I can't send my phone directly to your headquarters or other service center in Europe where can be tested and, if necessary, be repaired or replaced? Thank you
HTC support replay Nemanja:
Dear Mr. Lybomir, by offer of repair I meant for you to send the device once again to double check if it can be repaired or no. When I said "HTC gave you the paper to take new phone" I meant that our Bulgarian HTC office gave you proof to go and take another phone from your retailer. If you wish, you can send the phone to our service centre and if it is faulty they will again give you the proof with which you need to contact your retailer for replacement. Once again, we have really tried to help you but there is little we can do now. I understand that you are now venting your anger on HTC (probably Vivacom will not answer your calls or e-mails) but this doesn't change the fact that we already did everything in our power. If you want, I can even call you and explain all of this to you in person just to understand that we are on the same page and that we understand each other what can be done and what can't.
My seventh message:
Dear Nemanja, can you just answer me to my main question : why I can't send my phone directly to HTC headquarters or other service center in Europe where can be tested and, if necessary, be repaired or replaced? I know that you have service center in Romania, that is closest to me. About your other suggestion, if your Bulgarian HTC office is Most Computers I already did that. When preparing my documents for lawsuit against Vivacom on 09.09.2013 I went to Most Computers when they give me exactly the same document that is proving that my phone is faulty and must be replayed. I think that something is wrong with you warrant policy in Bulgaria. I have prof that phone is faulty from your official HTC representative in Bulgaria Most Computers, but they do not give me new phone, instead send me to Vivacom. Why? Thank you
HTC support replay Nemanja:
Dear Mr. Lybomir, you are aware that HTC doesn't have any shop and is not selling phones by single unit. We are not the sellers and we provide local retailers with quantities of phones so the y can sell them. If they sell the phone and collect money from you for that same phone is it ok for HTC to replace it and pay from its own pocket while Vivacom keeps the money just because they refuse to deal with customer? If we re-send the phone to Romania or any other service centre they will again issue the paper for replacement and in the end you will again have to deal with Vivacom. Can we ask what is going on now between you and Vivacom? Do they call you or are they in contact via e-mail with you? Do they do anything regarding this case or is only HTC trying to explain and help you to conclude the issue? Mr. Lybomir, please understand that we did everything we could in your case. From our side we gave all we could and we provided the means for you to take new phone. I understand that you feel the need to complain and I understand that you are angry but that doesn't change the fact that there is nothing else we can do for you. Please try to close your pending issue with Vivacom as they are the one at fault in this matter.
My eighth message:
Dear Nemanja, Yes I understand that HTC doesn't have any shop . But now I'm very confused by your explanation. As far as I understand you sell phones to Most Computers, they sell phones to Vivacom and Vivacom sell phone to me. So if we trace the flow of money you get money from Most Computers they get money from Vivatel and of course Vivatel get money from me. And now comes the tricky question - who is responsible for warranty service? Vivacom don't have any repair services for that I'm sure so that mean that you or your official representative in Bulgaria. Most computers must repair or exchange my faulty phone. Right? If that is not true it's mean that you actually do not have warranty service in Bulgaria! According to Bulgarian and EU law you must provide every phone with 24 months warranty service! Most big companies care about they public image, but from what you say it appears that you simply sell your phones without a care for anything else. If that is the case I don't understand why someone will bye HTC phones instead of unknown Chines phones that is 100% copy of HTC phones but is much more cheaper ! Dear Nemanja, can you escalate my complaint to your superiors? Thank you
HTC support replay Nemanja:
Dear Mr. Lybomir, no, we don't sale phones to Most computers, they are only service centre. Regarding warranty, yes, there is warranty coverage and in your case service centre checked the device under warranty and determined that it cannot be repaired so they gave the paper to replace the phone. Dear Mr. Lybomir, again, we can continue this correspondence indefinitely but it will not change the fact that HTC did all it could and you need to take up your issue with Vivacom. Also, yes, I can ask my customer care manager to call you but as I said before, he will provide you with the same explanation and information I did. Can you please answer to my previous question regarding contact with Vivacom? Inform us what is going on now between you and Vivacom? Do they call you or are they in contact via e-mail with you? Do they do anything regarding this case or is only HTC trying to explain and help you to conclude the issue?
My ninth message:
Dear Nemanja, Answer to your questions: "Can we ask what is going on now between you and Vivacom? Do they call you or are they in contact via e-mail with you? Do they do anything regarding this case or is only HTC trying to explain and help you to conclude the issue? " In the past 3 months I try every possible way of contacting Vivacom. I write them maybe 15 e-mail, call they technical support numberses times and go in person to their shop/ office at lest 10 times. Result of all this my activity is 0. In the beginning they promised to replace my phone when they have HTC One silver in stock. But this was just another lie from them. Now they don't call me or contact me via e-mail and as far as I know they do absolutely nothing regarding my case! From now my contacts with Vivatel will be only through my lawyer. For some reason they really want lawsuit and will get one! Dear Nemanja please inform your customer care manager that I will file a complaint against HTC warranty service in European Commission - consumers protection through European Consumer Center.
Thank you!
HTC support replay Nemanja:
Dear Mr. Lybomir, that was exactly the reason I asked about you and Vivacom. I presumed that Vivacom has ignored you completely and now you are expressing your dissatisfaction and anger at HTC as we are the only one answering and talking to you and we are the only one who actually did something (provided paper for exchange). Again, I understand this but it will in no way change the status of your case. I don't know how to try and explain that HTC did everything in your case and provided what it was available to it. I will make sure to send my customer care manager your information regarding complaint.
The title should be "How does the Vivacom support works". Not HTC. They're right. Since they're the only ones responding to you, you're blaming them, when the real people to sue, is vivacom (or whoever is refusing to replace your phone).
aooga said:
The title should be "How does the Vivacom support works". Not HTC. They're right. Since they're the only ones responding to you, you're blaming them, when the real people to sue, is vivacom (or whoever is refusing to replace your phone).
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Of course I will sue Vivacom. But if you read entire post you will clearly see that HTC support is not providing any real help.
Lyubon said:
Of course I will sue Vivacom. But if you read entire post you will clearly see that HTC support is not providing any real help.
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Because they cant! What do you expect them to do? Give you a new phone? I know you must be mad, but dont blame HTC. They truly did all they could besides suing vivacom for you.
agora:
Let us imagine the following hypothetical situation. You are buying a brand new HTC ONE from Walmart somewhere in San Diego. After only five days of use your phone break. And you decide to send it to the nearest HTC USA service center for repair. From this center, after a few days they returne to you the same faulty phone, plus one sheet of paper on which is written, that your phone is beyond repair and should be replaced by Walmart. Here now, the question arises why your phone is not replaced by HTC service center? However you decide to put up with it and you're going to Walmart and show them document from HTC USA.
Employees in Walmart tell you that they have signed a contract with HTC USA to service and replace when necessary faulty phones. And they say that the phone had to be replaced in the service center where the fault has been detected. They refuse to give you new phone.
In such instances, who do you think is responsible?
In my view Walmart and HTC USA both violated your consumer rights and refuse to fulfill their obligations under the warranty service.
Consumer protection law clearly states that it is the retailer, not the manufacturer that is responsible. Your anger is misguided.
I just want to clarify that I do not write this post just to guide my anger on HTC.
Maybe cases like mine can not happen in the U.S. however I'm sure that is very common in other part of the world.
From one side you have crooks retailers in may case Vivacom and from others you have unhelpful and irresponsible manufacturer like HTC.
If you living in the country where often the law is interpreted by corrupt judges and usually the case is won by the one who has more money, it is very difficult for the average person to protect his interests.
Lyubon said:
I just want to clarify that I do not write this post just to guide my anger on HTC.
Maybe cases like mine can not happen in the U.S. however I'm sure that is very common in other part of the world.
From one side you have crooks retailers in may case Vivacom and from others you have unhelpful and irresponsible manufacturer like HTC.
If you living in the country where often the law is interpreted by corrupt judges and usually the case is won by the one who has more money, it is very difficult for the average person to protect his interests.
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I see your point, but what the heck do you want from HTC? I don't get it. A new phone? Them to sue vivacom for you?
In the US, it wouldn't happen because since most of us here buy phones from carriers with a contract, they are obligated to provide warranty service if the phone wasn't accidentally damaged. There are no "htc telling someone that they should have the phone replaced". I guess the laws are a bit stricter here.
Anyway, did you manage to get a replacement from vivacom, or do you have to result to suing them?
aooga said:
I see your point, but what the heck do you want from HTC? I don't get it. A new phone? Them to sue vivacom for you?
In the US, it wouldn't happen because since most of us here buy phones from carriers with a contract, they are obligated to provide warranty service if the phone wasn't accidentally damaged. There are no "htc telling someone that they should have the phone replaced". I guess the laws are a bit stricter here.
Anyway, did you manage to get a replacement from vivacom, or do you have to result to suing them?
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Hi aooga, yes I want to send my phone back directly to manufacturer HTC, for diagnostic and if they find that phone is broken I want to be replaced. It's written in my first post.
No I didn't manage to get a replacement from Vivacom and I think that this is impossible, because they are just crooks who want to steal your money. This week I'm starting lawsuit against thieves from Vivacom. But it is slow and cumbersome procedure. If I win they most likely will appeal and all this can take up to one year.
I had a somewhat similar case with Apple iPhone. Two years ago I bought my iPhone 4S, and after a few months of use the phone broke. I took it to the dealer from which was purchased, but they refused to replace it with the argument that phone have water damage. Of course this is a lie. So I contact Apple and send phone directly to them for diagnostic. After only a few days Apple send me new phone without any questions. Perhaps I expected something similar from HTC. But HTC just told me that they not care about my problem. Very disappointing.
Lyubon said:
Hi aooga, yes I want to send my phone back directly to manufacturer HTC, for diagnostic and if they find that phone is broken I want to be replaced. It's written in my first post.
No I didn't manage to get a replacement from Vivacom and I think that this is impossible, because they are just crooks who want to steal your money. This week I'm starting lawsuit against thieves from Vivacom. But it is slow and cumbersome procedure. If I win they most likely will appeal and all this can take up to one year.
I had a somewhat similar case with Apple iPhone. Two years ago I bought my iPhone 4S, and after a few months of use the phone broke. I took it to the dealer from which was purchased, but they refused to replace it with the argument that phone have water damage. Of course this is a lie. So I contact Apple and send phone directly to them for diagnostic. After only a few days Apple send me new phone without any questions. Perhaps I expected something similar from HTC. But HTC just told me that they not care about my problem. Very disappointing.
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Yeah, apple does that. HTC doesn't do that in your country i guess. They do in the US. Hope you get it resolved in some way
Lyubon said:
Hi aooga, yes I want to send my phone back directly to manufacturer HTC, for diagnostic and if they find that phone is broken I want to be replaced.
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They've offered to have another look for s repair.
I understand your frustration, but I'd be surprised if manufacturers of other electrical goods would give replacements in this scenario.
HTC did everything they should in this situation.
To answer the question as to why HTC can not just give you a new phone, they are a very large company, and in your country the retailer is responsible for the warranty process, not the manufacturer, so if they did replace your phone they would be setting a precedent that they must replace every phone from everyone with complaints of Vivacom. Why would they do that? You are not their customer, Vivacom is. You did not buy the phone from HTC, Vivacom did. If you purchase a car and it has a problem do you drive it back to the factory where it was manufactured, or do you take it yo the dealership that sold it to you? There is a process for this sort of thing, and everyone must follow it. Vivacom is the one ignoring the process, Vivacom is the one refusing you, Vivacom is the one ignoring you.
I'm sorry that you have to go through this, and I can completely understand your frustration, but HTC is in the right here.
HTC sold the device to Vivacom at wholesale price, Vivacom sold it to you at retail price. You are Vivacom's customer, not HTC's. Vivacom has a responsibility as a retailer to handle any issues you have, and make sure you are happy with your purchase. HTC does not, they have a responsibility to supply Vivacom, and that is all.
In a perfect world, it would be wonderful if every devices warranty worked like Apple's, but they do not, and the world is not perfect. You anger is justifiable, the direction in which you're aiming it is not.
AT&T HTC M7ul
Baad Newz's InsertCoin 3.4-2
Flar2's Bulletproof 6.2
BenPope said:
They've offered to have another look for s repair.
I understand your frustration, but I'd be surprised if manufacturers of other electrical goods would give replacements in this scenario.
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Hi. this is HTC offer to me:
"If you wish, you can send the phone to our service centre and if it is faulty they will again give you the proof with which you need to contact your retailer for replacement." HTC support Nemanja. So actually they just offer me to give me just another useless piece of paper. I already have two of this "proofs" but this make no difference just because Vivacom are thieves that are not interested in "proofs" or any evidence.
CoryTallman said:
HTC did everything they should in this situation.
To answer the question as to why HTC can not just give you a new phone, they are a very large company, and in your country the retailer is responsible for the warranty process, not the manufacturer, so if they did replace your phone they would be setting a precedent that they must replace every phone from everyone with complaints of Vivacom. Why would they do that? You are not their customer, Vivacom is. You did not buy the phone from HTC, Vivacom did. If you purchase a car and it has a problem do you drive it back to the factory where it was manufactured, or do you take it yo the dealership that sold it to you? There is a process for this sort of thing, and everyone must follow it. Vivacom is the one ignoring the process, Vivacom is the one refusing you, Vivacom is the one ignoring you.
I'm sorry that you have to go through this, and I can completely understand your frustration, but HTC is in the right here.
HTC sold the device to Vivacom at wholesale price, Vivacom sold it to you at retail price. You are Vivacom's customer, not HTC's. Vivacom has a responsibility as a retailer to handle any issues you have, and make sure you are happy with your purchase. HTC does not, they have a responsibility to supply Vivacom, and that is all.
In a perfect world, it would be wonderful if every devices warranty worked like Apple's, but they do not, and the world is not perfect. You anger is justifiable, the direction in which you're aiming it is not.
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I see your point, and I can even agree with some of your thesis if we live in a perfect world full with honеst retailers and custom caring manufacturers. What you will do if you bye car and suddenly find that manufacturer don't have repair service in your country? Тhe whole problem is that HTC do not have adequate warranty service in my country. If they have one my phone would be replaced directly by the service. I don't know much about perfect world, but I know that in our world Apple is onе of the biggest and most profitable manufacturer while HTC is very close to bankruptcy. So after all maybe good custom care is part of the equation of corporate success.
HTC UK Support
Here in the UK, HTC has a contract with Regenersis to take care of their customers, they're the ones who provide the staff to repair, replace and communicate with HTC's customers, when ever you're communicating with customer support you should know that it is not HTC directly you're speaking with.
LG and Samsung use the same contractor as well for UK support.
Barbast said:
.....when ever you're communicating with customer support you should know that it is not HTC directly you're speaking with......
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Hi, my communication with customer support is trough HTC site and I definitely speaking directly with HTC.
Lyubon said:
Hi. this is HTC offer to me:
"If you wish, you can send the phone to our service centre and if it is faulty they will again give you the proof with which you need to contact your retailer for replacement." HTC support Nemanja. So actually they just offer me to give me just another useless piece of paper. I already have two of this "proofs" but this make no difference just because Vivacom are thieves that are not interested in "proofs" or any evidence.
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I think you need to read their response to your 4th message.
---------- Post added at 10:46 AM ---------- Previous post was at 10:44 AM ----------
Lyubon said:
Тhe whole problem is that HTC do not have adequate warranty service in my country.
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The whole point is that it is NOT HTCs responsibility.
BenPope said:
The whole point is that it is NOT HTCs responsibility.
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Yes I know HTC responsibility is just to take your money.
Lyubon said:
Yes I know HTC responsibility is just to take your money.
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Except you didn't give any money to HTC, did you?
You're acting like a child.
BenPope said:
Except you didn't give any money to HTC, did you?
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BINGO! :good:
I'm going to ask this question knowing that it is simply a matter of preference. I really like this phone. It gets good enough battery life and it still operates as new. The only thing wrong with it is the mic. I can root/rom all day long and it's out of warranty, so AT&T won't do anything about it. HTC is ridiculous in their repair prices and I know for certain that it is a hardware issue...
There is a local company that repairs phones called "Broke Ass Phone." I know, funny name, right? They said they would repair it for $85 + tax. I told them I wanted it in perfect shape, so they would replace the back and the microphone for that price. Should I do it, or just wait until April 30 to upgrade at AT&T? Your opinions will help me make a better decision, so fire away. Thank you!
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!
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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.
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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
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@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
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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
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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.
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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.
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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.
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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?
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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.
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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?
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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.
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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