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:
Related
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....
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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.
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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
Hey,
Has anyone noticed how bad the customer service is for HTC?
I contacted them regarding the locking-down of the bootloader on the HTC Wildfire, just because I was curious as to the reason they said was why they did it.
All I got in return was "Its a warranty issue" and then "If you want to do what you want then buy a Google telephone, such as the Google Nexus One".
Not exactly the answer I was looking for. Anyone else notice how practically useless their customer service is?
My experience with HTC has been excellent, though it was for a power button replacement on my Nexus One that was still under warranty. The customer rep was very courteous and shipping was quick, I called them Monday night, shipped on Tuesday,they fixed it on Wednesday, and I received my working phone back on Thursday. I also sent it with with an unlocked bootloader and CM 6.1 and they didn't ask questions.
Maybe your rep was just having a bad day, most of the time I've had to deal with them their reps have been very understanding.
HTC has treated me ok It really is how you ask the questions, that detrimes alot of how you will be treated.
EchoVelocity said:
All I got in return was "Its a warranty issue" and then "If you want to do what you want then buy a Google telephone, such as the Google Nexus One".
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I don't really know why you expected anything else? Their response was spot on imho, they gave their reasons and gave you an alternative.
I basically quoted the entire email. Seriously - that was it. It just came off as a bit rude to me.
Honestly, I'm surprise they even responded...
Although the answer was a bit curt, you are lucky to have gotten a response at all from a question like that. I don't think you'd get that from other manufacturers i could mention.
Goes to show that HTC do go the extra yard with their customer service. As far as the Nexus One goes they've been great at overlooking unlocked Bootloaders and honouring warranties regardless.
EchoVelocity said:
Hey,
Has anyone noticed how bad the customer service is for HTC?
I contacted them regarding the locking-down of the bootloader on the HTC Wildfire, just because I was curious as to the reason they said was why they did it.
All I got in return was "Its a warranty issue" and then "If you want to do what you want then buy a Google telephone, such as the Google Nexus One".
Not exactly the answer I was looking for. Anyone else notice how practically useless their customer service is?
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Can you phone apple next and tell me what they have to say?
Seriously though, no manufacturer/carrier is going to encourage you to mod your phone. Like they said, it voids warranty, which at the end of the day is there to protect you, the consumer, from shoddy product.
Hi people,
I bought an Xperia Z in Germany and received it 2 weeks ago. Two days later I've seen a single line in the back glass (as I've posted in http://forum.xda-developers.com/xpe...z-ultra-display-issue-1-t2515293/post52516947). I've done nothing to have that, but as I've read in many experiences, sometimes Sony just says "it's not our fault, it's misuse, you'd have to pay 180 EUR" or so and I think I couldn't do anything about it... And I wouldn't pay it and use it with a TPU covering it (and try to forget it ).
Apart from that, I have at least 3 dead pixels (only visible with the screen black/dark). I've read the Limited Warranty and they say "two pixels are considered acceptable", so I guess they will have to accept and change that.
My question is: provided they are two different problems, in no way connected one to another, if they refused to repair my back glass, would they have an excuse to also say "we won't change your display due to the misuse also"? I guess not, but I never had to sell anything to any warranty before...
And, the second question: I don't know how it is in other countries, but here in Germany they have an official service and I have to send it by post (only the cell phone, no battery or accesories) and pay myself the shipping. They never mentioned anything about the return shipping costs or any additional costs for analysing my phone. There are none, right?
When I ask these things they just ignore them and say "sent it to this address and we'll decide here and let you know"...
Thank you!
Where did you buy it? Your service partner is always the store you bought it at. So if I was you I'd contact the seller.
St.Jimmy90 said:
Where did you buy it? Your service partner is always the store you bought it at. So if I was you I'd contact the seller.
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Hi! Thanks for your answer!
I bought it at BASE, online. That's exactly what I've tried to do since the beginning, but they don't answer. I've sent 3 emails, called, chatted, been to BASE shops, etc etc but they keep ignoring me... If you're from Germany and know where I could go because of that (consumer rights or so?), would be great . I haven't sent it with the "Widerrufsrecht" because I wanted to be sure that they would accept it and take me seriously and not say only "it's your fault, we aren't responsible for that". And now these 2 weeks are already over (I received it on April 25th)
Sony has anwered, though, but I have to pay this costs (and I don't feel it's fair, but I'd like to have it repair in less than 2 weeks, if possible).
Thanks again!
jpl90 said:
Hi! Thanks for your answer!
I bought it at BASE, online. That's exactly what I've tried to do since the beginning, but they don't answer. I've sent 3 emails, called, chatted, been to BASE shops, etc etc but they keep ignoring me... If you're from Germany and know where I could go because of that (consumer rights or so?), would be great . I haven't sent it with the "Widerrufsrecht" because I wanted to be sure that they would accept it and take me seriously and not say only "it's your fault, we aren't responsible for that". And now these 2 weeks are already over (I received it on April 25th)
Sony has anwered, though, but I have to pay this costs (and I don't feel it's fair, but I'd like to have it repair in less than 2 weeks, if possible).
Thanks again!
Click to expand...
Click to collapse
As I said, in this case BASE is your service partner, not Sony. Go to a shop and tell them that you will contact a lawyer if they won't repair / replace it.
Edit: You could try to send an email to this adress:
[email protected]
If you did that, try to find out the email adress or phone number of a manager, you can find their names here:
http://blog.base.de/uber-das-blog/impressum/
St.Jimmy90 said:
As I said, in this case BASE is your service partner, not Sony. Go to a shop and tell them that you will contact a lawyer if they won't repair / replace it.
Click to expand...
Click to collapse
Yes, I know that, and I really tried to contact them and they are truly unreachable. And the "young girls" in the shops have really no idea of what they say (they even gave me numbers that are "gesperrt"). They say they only sell phones with mobile service and the online shops are something completely different. And they won't take me that seriously as I'm not German. I hadn't expect this here, but apparently some shops are not that serious.
If there is an organisation that protects the client in these cases I would go, of course. But i think keep trying to call BASE is no use (they charge me 0,99 EUR each call only to say nonsense or to make me wait). That's why, if Sony could help (as some people say in the post I wrote in the first message), I'd prefer already to pay 3,8 EUR shipping costs and have it repaired by serious people (and as I really need to have this phone with me again in 2 weeks). But I want to know if they would be max. 3,8 EUR of if I should pay also return shipping or some other charges to get my phone back, repaired or not...
Thanks!
EDIT: Thanks for the additional info! I already sent emails to that and other addresses, but I'll check out that blog and find someone specific.
If they don't respond and you need it soon take the Sony service.
Hi! Sony covered the repair costs .
I just sent the phone with a short description of the two problems (5 dead pixels and the cracked glass) and they repaired the phone and gave it back to me in less than 4 or 5 days. The repair centre here in Germany is w-support
And I contacted Base and asked for the shipping costs (4,5 EUR) and they gave them back in credit for my phone. Not ideal, but not that bad, either.
Thank you!
I'm surprised this hasn't been posted yet, but didn't find it in a forum search. There is a class action lawsuit that has been filed regarding the Note 4 eMMC failure. Here's the link for more info and to inquire about your claim:
http://www.classlawdc.com/2017/04/25/investigation-samsung-galaxy-note-4-mmc_read-failed-defect/
I posted that in the eMMC Read Fail topic about a month ago but for sure it needs to be out in the open like this! Its good to note that at the moment its only being looked into by these Lawyers in the US. I contacted them but they said they were not working with anyone in Canada at the moment, So I'm SOL for this
I live in Canada as well and I have filed an official complaint with the BBB Better Business Bureau against Samsung Electronics Canada. If you are interested in following the same approach make sure you file a complaint not a review because you can't do both, and a complaint if accepted by the BBB is forwarded to Samsung Electronics Canada from the BBB on your behalf to seek a resolution. Samsung only after being contacted by the BBB is now trying to work out a resolution with me to fix my Note 4 but I have been asking Samsung at many different levels and occasions to do that with no success only being quoted "Out of Warranty Policy". At least now they are trying to resolve my problem. It shouldn't have taken this much time and frustration as it has since I have been without a working Note 4 since the day in mid May when an OTA android update issued from my carrier triggered an instant unrecoverable hardware malfunction in my phone. As well I also sent a note to CBC Marketplace informing them of a possible story concerning Note 4 owners having this problem and letting them know that there was a lawsuit launched in the US concerning the very same issue and wondering if they could help inform other Canadians and provide awareness of the issue so ALL Canadian Note 4 owners with problem-ed devices could be heard so loudly that Samsung Electronics Canada would listen. I encourage any other Canadian Note 4 owners to do the same. The Galaxy Note 4 when it was working was truly a remarkable device and it is sad that it died way too soon.
But this issue plagues the Note 2 as well. Though I reckon that model is a bit older. I wonder how long my phone will last, I already have random reboots and the sound sometimes stutters if I play music with Spotify (SM-n910c.) GPS can be also spotty from time to time.
Quality 700$+ phone.
Canada
Just sent in my BBB complaint as well to Sam Canada. Did you hear back from them? I was quoted a $400+ repair bill (which I declined). Frankly I’m not keen on finding a used eMMC/motherboard and repairing it myself, only to have the issue happen all over again.
how do i know if this will affect my Note 4? or does it affect all note 4? My phone was made and pruchased in 2017 so i still have warranty.
https://www.pacermonitor.com/public/case/22154208/BETURE_et_al_v_SAMSUNG_ELECTRONICS_AMERICA
class action lawsuit status
My N910F has unfortunately developed all the signs and symptoms of the widely reported of eMMC failure a couple of weeks ago. As it is still under Samsung's UK 2 year warranty, my faulty phone to be picked up and sent for inspection to one of their approved repair centres (A NOVO) . Subsequently, the phone back was sent back quickly to me unrepaired and with an attached (standard looking template) letter stating that your engineer has tested my device and found that it is not working because "it has been subjected to SEVERE physical damage internally" and that physical damage is not covered by the manufacturer's warranty.
As I am 100% satisfied that my phone is in pristine physical condition and has been very well looked after with 2 covering cases all the time as well as a screen protector and has never been subjected to drops, liquid exposure or any other physical damage, I have asked Samsung to send me the detailed engineer report as to the nature of the fault found. I am intending on getting an independent assessment of the phone and will aim to produce an independent report on the fault with a view on taking this further with trading standards or other consumer protection agencies. Samsung have been extremely evasive and very uncooperative and have asked me to contact the service centre directly to discuss the issue with their 'engineer'. I cannot in reality understand how this would help resolve my problem as their engineers will very likey just perpetuate the same lies that they had come up with previously in their letter to me.
I will try and get in touch with the service centre and see what they would come up with but I am not holding much hope and was looking to see if anyone who might have been in a similar position might have any suggestions as how to proceed with trying to get Samsung to take responsibility. Needles to say, no more Samsung for me in any way in the future.
lewis.james.750983 said:
https://www.pacermonitor.com/public/case/22154208/BETURE_et_al_v_SAMSUNG_ELECTRONICS_AMERICA
class action lawsuit status
Click to expand...
Click to collapse
Status for dummies update? I can't find a place toto buy brand new motherboards anywhere and used ones are $50 with no guarantees if they're not going to have the same issue...all while I'm stuck using my slowass Note 2 and refuse to goto a 5 or higher since they don't have removable batteries.
Samsung keeps letting innocent customers down with its faulty hardware...
immabum said:
Just sent in my BBB complaint as well to Sam Canada. Did you hear back from them? I was quoted a $400+ repair bill (which I declined). Frankly I’m not keen on finding a used eMMC/motherboard and repairing it myself, only to have the issue happen all over again.
Click to expand...
Click to collapse
I did eventually get an offer via email routed through the BBB from Samsung Canada and they offered a one-time out of warranty repair for my device. (Don't get too excited there's more to the story.) I repeatedly being very polite asked them to contact me directly by phone because I had some concerns about there offer and all I asked was for a phone conversation for the "Senior Computer Service for Canada Rep" to reassure me that my device would be repaired without cost to me but they would never even consider my request and simply reply back with an abrupt somewhat ignorant responses like I was asking for something like the moon. Long story short I had a slight sign of Liquid Damage on my devices LD sticker and I was being incredibly honest that this had occurred over a several month period having to chill my device in the freezer on a regular basis to get it to boot this caused condensation which was shown on one corner of the LD sticker. This would not have happened if Samsung Canada had offered the repair 4 months prior when I initially started having problems with the device. So through no fault of my own trying to use a failing product Samsung Canada found a way to WEASEL out by using my own jerry-rigged hardship with their faulty hardware against me. If I had sent my phone into an authorized repair center and they found LD on my phone I would have had to pay for shipping costs to and from the center as well as an assessment fee and my device would be held ransom until I paid up. Goodness knows how much that would have cost me. I will hang on to my busted device in case the class action in the US is won and might extend therefore into Canada. I could even sell my Note 4 on eBay for parts because everything else besides the motherboard is absolutely pristine.
Samsung Canada had a perfect chance to help a polite loyal customer but they chose not to. I have had the same sort of things happen with Apple products in the past and "Oh Boy" did they treat me differently, with dignity and respect and they went out of their way to help me but Samsung Canada did the exact opposite. I think this is done because they know its a genuine hardware defect and if they help their customers out it would be the same as admitting they are guilty of selling poorly designed products and then be on the hook a open up a large amount of liability for the company.
Either way though us poor customers who have been burned by this company will not simply lie down and be quiet the internet is a great place to expose companies when they screw up a product and leave customers hanging.
I hope someone else has better luck dealing with Samsung than I did. The strange thing is for a brief moment when they first said they would fix my device I actually thought they were going to come thru but the end result stung much more when they didn't. Samsung Canada you blew it!!!!!!
Aiadi said:
My N910F has unfortunately developed all the signs and symptoms of the widely reported of eMMC failure a couple of weeks ago. As it is still under Samsung's UK 2 year warranty, my faulty phone to be picked up and sent for inspection to one of their approved repair centres (A NOVO) . Subsequently, the phone back was sent back quickly to me unrepaired and with an attached (standard looking template) letter stating that your engineer has tested my device and found that it is not working because "it has been subjected to SEVERE physical damage internally" and that physical damage is not covered by the manufacturer's warranty.
As I am 100% satisfied that my phone is in pristine physical condition and has been very well looked after with 2 covering cases all the time as well as a screen protector and has never been subjected to drops, liquid exposure or any other physical damage, I have asked Samsung to send me the detailed engineer report as to the nature of the fault found. I am intending on getting an independent assessment of the phone and will aim to produce an independent report on the fault with a view on taking this further with trading standards or other consumer protection agencies. Samsung have been extremely evasive and very uncooperative and have asked me to contact the service centre directly to discuss the issue with their 'engineer'. I cannot in reality understand how this would help resolve my problem as their engineers will very likey just perpetuate the same lies that they had come up with previously in their letter to me.
I will try and get in touch with the service centre and see what they would come up with but I am not holding much hope and was looking to see if anyone who might have been in a similar position might have any suggestions as how to proceed with trying to get Samsung to take responsibility. Needles to say, no more Samsung for me in any way in the future.
Click to expand...
Click to collapse
An update on my situation: After all the hassle that I have had from Samsung and their customer service, I contacted Amazon UK from whom I purchased the phone. They have very kindly offered to take my phone for repair through their approved repair centre which has managed to identify the fault with the printed circuit board and replaced the faulty circuit board with the phone returned to me today in full working order again and without any charges incurred by myself. Needless to say "Shamesung" offered no explanation as to how Amazon's repair centre has been able to do what their own engineers could not manage and could not explain the lies on their engineer's report about my phone being subjected to severe physical/liquid damage when Amazon's report clearly identified motherboard failure and replacement.
I cannot praise Amazon highly enough for the steps they have taken to solve my problem and although I am happy to have my phone back, I have decided not to purchase any other product manufactured by Shamesung whatsoever and will do my best to dissuade anyone I know from making the same mistake.
immabum said:
Just sent in my BBB complaint as well to Sam Canada. Did you hear back from them? I was quoted a $400+ repair bill (which I declined). Frankly I’m not keen on finding a used eMMC/motherboard and repairing it myself, only to have the issue happen all over again.
Click to expand...
Click to collapse
Just wanted to comment, that it was a pain in the ass, but I did report through the BBB in Canada -and I got the repair done for free. In my complaint to the BBB, I mentioned the fact that it wasn't an isolated issue and made reference to the class action law suit in the US. Samsung asked for a lot of documentation, had my phone at one of their stores and refused to ship it to their service center. Then they cancelled the repair offer because of it sitting at THEIR own store, the one I paid a $35 shipping fee. Their customer service guy Robert emailed me saying that he would take care of it, but in the end didn't and stopped replying to my emails. I sent in my phone anyways seeing as it was a lemon. 3 months after this process was started, I finally got my phone back -fixed. I ended up giving it to my dad anyways *he had no ideas the pain I went through haha* Hope you guys get your repairs done for free as well!
Aiadi
Good you got it sorted. I just became aware of this problem, so I'll keep an eye on it.
It's worth for UK members to keep in mind the "Fit for purpose clause" that is still valid if the device is out of warranty. An extract below:
"Six months or more
If a fault develops after the first six months, the burden is on you to prove that the product was faulty at the time of delivery.
In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range.
Find out more about how to return a faulty item and claim a refund, repair or replacement from a retailer.
You have six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland, and five years in Scotland.
This doesn't mean that a product has to last six years - just that you have this length of time in which to make a claim if a retailer refuses to repair or replace a faulty product. "
https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act
Sent from my [device_name] using XDA-Developers Legacy app
Wadadli said:
Aiadi
Good you got it sorted. I just became aware of this problem, so I'll keep an eye on it.
It's worth for UK members to keep in mind the "Fit for purpose clause" that is still valid if the device is out of warranty. An extract below:
"Six months or more
If a fault develops after the first six months, the burden is on you to prove that the product was faulty at the time of delivery.
In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range.
Find out more about how to return a faulty item and claim a refund, repair or replacement from a retailer.
You have six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland, and five years in Scotland.
This doesn't mean that a product has to last six years - just that you have this length of time in which to make a claim if a retailer refuses to repair or replace a faulty product. "
https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act
Sent from my [device_name] using XDA-Developers Legacy app
Click to expand...
Click to collapse
Many thanks indeed Wadadli. I know there is quite a bit of customer protection but the difficulty was to establish what the fault was with the phone with the situation being "my word against Samsung's". I hope no one else falls into this.
wkustu said:
I'm surprised this hasn't been posted yet, but didn't find it in a forum search. There is a class action lawsuit that has been filed regarding the Note 4 eMMC failure. Here's the link for more info and to inquire about your claim:
http://www.classlawdc.com/2017/04/25/investigation-samsung-galaxy-note-4-mmc_read-failed-defect/
Click to expand...
Click to collapse
I contacted this Law Firm mentioning I am having same issue and they asked me if I can submit the details using below form. You can add this to thread if anyone else wants to contact them.
https://forms.office.com/Pages/ResponsePage.aspx?id=M1Awu4pX0ky56HfvNeJmB2eE_TkEyrJIjTBCKPN74zBUOEdNSVRDNkhXRFpTNzBRTTNMWkM5SUtNMi4u
---------- Post added at 03:21 PM ---------- Previous post was at 02:55 PM ----------
My AT&T Note 4 first failed in Jan 2017 after Security Patch OTA update and I started getting eMMC Read Failed errors, frequent reboots etc. I contacted Samsung but they gave the same warranty BS. After several back on forth on twitter they agreed to have a look at it for free and provide quote with repair. I sent in the device and I never got contacted by them and device was returned to me after a weeks time with a letter showing screen issue and replacement charge of $70. I raised this with them saying I never got call and again they asked me to send the device back and this was repeated two more times. Fourth time I called them and they agreed to repair it for free. I also sent email to Samsung President Office (did receive call back from them). This time they replaced PBA, Scratched screen and body. Finally I have my Note 4 working without any issues but I lost about an year. Glad I had a backup device.
Vaibhavpbhosale said:
I contacted this Law Firm mentioning I am having same issue and they asked me if I can submit the details using below form. You can add this to thread if anyone else wants to contact them.
https://forms.office.com/Pages/ResponsePage.aspx?id=M1Awu4pX0ky56HfvNeJmB2eE_TkEyrJIjTBCKPN74zBUOEdNSVRDNkhXRFpTNzBRTTNMWkM5SUtNMi4u
---------- Post added at 03:21 PM ---------- Previous post was at 02:55 PM ----------
My AT&T Note 4 first failed in Jan 2017 after Security Patch OTA update and I started getting eMMC Read Failed errors, frequent reboots etc. I contacted Samsung but they gave the same warranty BS. After several back on forth on twitter they agreed to have a look at it for free and provide quote with repair. I sent in the device and I never got contacted by them and device was returned to me after a weeks time with a letter showing screen issue and replacement charge of $70. I raised this with them saying I never got call and again they asked me to send the device back and this was repeated two more times. Fourth time I called them and they agreed to repair it for free. I also sent email to Samsung President Office (did receive call back from them). This time they replaced PBA, Scratched screen and body. Finally I have my Note 4 working without any issues but I lost about an year. Glad I had a backup device.
Click to expand...
Click to collapse
Care to share Samsung CEO's email with us as I would like to email them a piece of my mind?
Sure here u go Officeofpresident (at) sea dot samsung dot com
Vaibhavpbhosale said:
Sure here u go Officeofpresident (at) sea dot samsung dot com
Click to expand...
Click to collapse
Many thanks indeed. Email sent.....
Aiadi said:
Many thanks indeed. Email sent.....
Click to expand...
Click to collapse
Any answer?
Enviado desde mi SM-T580 mediante Tapatalk
Qualcomm s805 so hot when run, easy die nand like lg g4. Exynos version is better.
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.
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Did you find out cost to ship and repair it from the region that the device originated from, HK?
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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