So, yesterday, after my power button started failing for a second time, I called HTC to have them send out a replacement Nexus One. My replacement arrived today (wow, fast!) at 2 pm. Only one problem... they forgot to inspect the effing thing before shipping it to me! The earpiece is DEAD. The only way for me to hear callers on the other end is to activate the speaker phone. So, now I have to wait for the phone to get back to them via FedEx before they can send me out another one. They've been pleasant to deal with, and willing to work with me, but this is truly disappointing. Very poor quality control over there.
Bah. Meant to put this in the General section. Sorry.
Part Four said:
Bah. Meant to put this in the General section. Sorry.
Click to expand...
Click to collapse
Ha! Nevermind! It was moved. This is NOT a question or an answer, so I have no clue why it was moved to this section, but whatever.
hey at least theyre willing to work with you and send you another replacement (hopefully). its better than getting no attention at all. especially if your phone was rooted
xXJay_RXx said:
hey at least theyre willing to work with you and send you another replacement (hopefully). its better than getting no attention at all. especially if your phone was rooted
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Click to collapse
What? How would anything root-related cause the power button to fail? It's clearly a hardware malfunction. Legally, they MUST uphold the warranty for any and all hardware malfunctions, unless they can demonstrate abuse or neglect. The burden is upon them to prove that something I did caused the power button to fail. The whole fuss surrounding rooting voiding the warranty is far overblown. Yes, HTC says your warranty is void if you unlock the bootloader. But those are only words. That's not how the law works in the U.S., and I'm sure HTC knows that.
The federal minimum standards are only waived if the warrantor can show that the problem associated with a warranted consumer product was caused by unreasonable use, including a failure to provide reasonable and necessary maintenance.
To those who love peeling the sheet off: Sony considers it a warranty-breaking circumstance. They will not perform any free diagnostics/repairs on a device that had the shatter-proof sheet removed.
This information comes from several people from Japan and Russia who contacted Sony service centres on this matter.
This also applies to the Xperia Z, of course.
I have had warrenty work done on mine in the past with the shatterproof screen off
Vodafone UK phone. It was a while ago though on my old x10
I'm just reporting what other people stated. At least two were refused warranty service due to the lack of stock shatter-proof sheet at Sony's service centre in Sapporo.
gregbradley said:
I have had warrenty work done on mine in the past with the shatterproof screen off
Vodafone UK phone. It was a while ago though on my old x10
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Click to collapse
Could be they didn't even notice. With the newer models (V and apparently Z as well) the Sony logo is printed on the screen protector rather than on the device's shell, making it pretty obvious that it's been removed.
Pretty lame move if they deny warranty service for problems that are obviously completely unrelated to not having a shatter-proof screen protector in place. Which would be just about everything. Except, of course, a shattered screen.
Guess now I need to be extra, extra, EXTRA careful.
Maybe it depends on what kind of repair needs to be done. I guess the screen protector would not affect a motherboard problem, for example, but could be an excuse not to exchange a faulty touch panel.
True, plus the policy may have changed, as I said it was a long time ago 2-3 years ago...
Gasai Yuno said:
To those who love peeling the sheet off: Sony considers it a warranty-breaking circumstance. They will not perform any free diagnostics/repairs on a device that had the shatter-proof sheet removed.
This information comes from several people from Japan and Russia who contacted Sony service centres on this matter.
This also applies to the Xperia Z, of course.
Click to expand...
Click to collapse
The same for Greece.
No warranty without the dam thing!!!!
Thanks for the info Gasai
Denying warranty work which is not related to user induced problems is illegal in many civilized countries. If the problem is not related around the sceen I'd not accept that. Where are we meanwhile? What kind of young generation are you?
I don't know why, but I'm sure I didn't do it. My Sony Xperia Z1s C6916, which I bought from T-Mobile USA, suddenly had a crack in the screen, across the screen, left to right. The screen now is unresponsive and keep reading wrong touch controls. I cannot use it anymore.
Now I google it and found it's a well known problem amongst the Xperia Z series user, and that Sony, most of the time, won't recognize that is a manufacturer defect, and won't repair it under warranty.
As much as I hate it, I need to get it fixed. Question is.... to those with a similar problem, did you send your phone in to Sony for Screen replacement on any Z series ( Z, ZL, ZR, Z Ultra, Z1, etc.). To those who paid for the repairs, how much was it? I just wanna know because a local mobile phone repair shop can do it for $150 USD, more or less.
However, as much as I would hate the Sony right now, I trust them for repairing on their own products, resealing it the water-resistant ways, Though you can make sure that I'll treat it like any other phones, water-resistant or not.
What I'm concern about is the cost. Xperia Care online are idiots who can't tell the difference between a Sony Xperia and a Samsung Galaxy.
Also, I contacted Sony via email, twitter and facebook. I asked how and where to send the phone in. None have reply. on via email, they gave me the reference number.
What I need is for them to open a case, RMA form and number, and an address for me to send it to.
They are taking it awfully slow and I'm hating them for it.
If I could choose, I would want to send it straight to Sony HQ in Japan for repairs.
Have you tried calling them? Their customer service is very good.
Sent from my C6916 using xda app-developers app
I have to deal with support of various manufacturers daily (working as an it professional)
In Germany it's like this:
As end user your reseller must look at the case. If you bought it in a store go there and ask them.
HOWEVER
I've discovered that most of them are stupid and/or non cooperative.
So your best chance is calling the Sony support. Go to their website and look up their telephone number. When you call them you most likely need to give them some kind of serial (imei). After, tell them your problem and you most likely will get a return sticker. Send in your device via mail and get a repaired (or new) I device about a week later.
I've discovered that this way is the fastest and less troublesome way to deal with broken devices
Sent from Xperia Z1
I'm in a similar situation. TMo US took one look at it and said they won't fix it, and then informed me that I didn't have device protection on my plan (thought I had, grumble grumble) so they can't do anything for me. Called their claims department, was again informed that they cannot do anything for me.
Has anybody had luck with Sony HQ performing repairs? Or, has anybody had any luck with swapping over a clean screen and digitizer from another Z1s? I can follow teardown and rebuild guides to make the swap, and have all the small device tools necessary to swap the screen.
Meanwhile, my wife has no phone until we find some solution ...
mariussilverwolf said:
I'm in a similar situation. TMo US took one look at it and said they won't fix it, and then informed me that I didn't have device protection on my plan (thought I had, grumble grumble) so they can't do anything for me. Called their claims department, was again informed that they cannot do anything for me.
Has anybody had luck with Sony HQ performing repairs? Or, has anybody had any luck with swapping over a clean screen and digitizer from another Z1s? I can follow teardown and rebuild guides to make the swap, and have all the small device tools necessary to swap the screen.
Meanwhile, my wife has no phone until we find some solution ...
Click to expand...
Click to collapse
I just sent my phone in to Sony Repair @ Laredo, TX, USA. wish me luck,
BigDnm01 said:
I just sent my phone in to Sony Repair @ Laredo, TX, USA. wish me luck,
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Subscribing to this thread, because I noticed exactly the same thing yesterday. Took phone out of pocket and the bottom right of the glass is cracked. Not affecting use (for now) because it is in the large bezel area, but I did nothing but take it out of my pocket. Please let us know if it is repaired under warranty by Sony - I know TMo is going to say it was my fault.
Don't some of you use a leather pouch to protect the phone? It takes most of the pressure on the screen when in the pants or something
Sent from my C6903 using XDA Premium 4 mobile app
HellRoot said:
Don't some of you use a leather pouch to protect the phone? It takes most of the pressure on the screen when in the pants or something
Sent from my C6903 using XDA Premium 4 mobile app
Click to expand...
Click to collapse
Never been much of a pouch (or case) user. If I knew the phone glass would crack spontaneously, I probably would have done something different (like not buy it).
gtownie said:
Never been much of a pouch (or case) user. If I knew the phone glass would crack spontaneously, I probably would have done something different (like not buy it).
Click to expand...
Click to collapse
most users have screen protectors
i use the speigen tr glass
i have dropped it onto concrete 20 + times still no screen damage
BigDnm01 said:
I don't know why, but I'm sure I didn't do it. My Sony Xperia Z1s C6916, which I bought from T-Mobile USA, suddenly had a crack in the screen, across the screen, left to right. The screen now is unresponsive and keep reading wrong touch controls. I cannot use it anymore.
Now I google it and found it's a well known problem amongst the Xperia Z series user, and that Sony, most of the time, won't recognize that is a manufacturer defect, and won't repair it under warranty.
As much as I hate it, I need to get it fixed. Question is.... to those with a similar problem, did you send your phone in to Sony for Screen replacement on any Z series ( Z, ZL, ZR, Z Ultra, Z1, etc.). To those who paid for the repairs, how much was it? I just wanna know because a local mobile phone repair shop can do it for $150 USD, more or less.
However, as much as I would hate the Sony right now, I trust them for repairing on their own products, resealing it the water-resistant ways, Though you can make sure that I'll treat it like any other phones, water-resistant or not.
What I'm concern about is the cost. Xperia Care online are idiots who can't tell the difference between a Sony Xperia and a Samsung Galaxy.
Also, I contacted Sony via email, twitter and facebook. I asked how and where to send the phone in. None have reply. on via email, they gave me the reference number.
What I need is for them to open a case, RMA form and number, and an address for me to send it to.
They are taking it awfully slow and I'm hating them for it.
If I could choose, I would want to send it straight to Sony HQ in Japan for repairs.
Click to expand...
Click to collapse
If you want to save a lot, you can try to replace the screen by yourself. But it is hard job...
Share a Z1 repair guide with u. Hope it can help you.
Sony fixed my cracked phone, free of charge. I guess it was under warranty. They didn't even contacted me, they just ship it back to me with a UPS tracking number.
BigDnm01 said:
Sony fixed my cracked phone, free of charge. I guess it was under warranty. They didn't even contacted me, they just ship it back to me with a UPS tracking number.
Click to expand...
Click to collapse
Wow you really got lucky! Either that, or Sony knows there's a problem with their phones and don't want to get into a whole debacle about it.
aooga said:
Wow you really got lucky! Either that, or Sony knows there's a problem with their phones and don't want to get into a whole debacle about it.
Click to expand...
Click to collapse
I really feel I lucked out. I was thinking I need to pay 200-300 USD for repairs and was dreading it. I even didn't wanted to send it in because I didn't have the money to spare.
BigDnm01 said:
I really feel I lucked out. I was thinking I need to pay 200-300 USD for repairs and was dreading it. I even didn't wanted to send it in because I didn't have the money to spare.
Click to expand...
Click to collapse
Well ok then. Looks like it is time to try and find a backup phone to use for a week or so while I send mine in.
BigDnm01 said:
Sony fixed my cracked phone, free of charge. I guess it was under warranty. They didn't even contacted me, they just ship it back to me with a UPS tracking number.
Click to expand...
Click to collapse
Any idea how long after they received it you got that tracking number? They've had mine for a little over a week and I'm just curious. Thanks
In about 2 weeks, i remember i sent it via fedex 4-11, they receive it 4-15 and i received the tracking number on the 25th.
LotoTutu said:
If you want to save a lot, you can try to replace the screen by yourself. But it is hard job...
Share a Z1 repair guide with u. Hope it can help you.
Click to expand...
Click to collapse
This is a good method to reduce cost, but you'll have a higher chance in losing your water / dust resistance. You can also damage your phone if you're not careful. Not sure if people really care about the resistances though.
BigDnm01 said:
I don't know why, but I'm sure I didn't do it. My Sony Xperia Z1s C6916, which I bought from T-Mobile USA, suddenly had a crack in the screen, across the screen, left to right. The screen now is unresponsive and keep reading wrong touch controls. I cannot use it anymore.
Now I google it and found it's a well known problem amongst the Xperia Z series user, and that Sony, most of the time, won't recognize that is a manufacturer defect, and won't repair it under warranty.
Click to expand...
Click to collapse
I sent my phone in to Laredo as well, my phone didn't have a warranty associated to it and they replaced the screen (along with some other parts) for free. If you want water/dust resistance, shell in the $25 for inspection / shipping and see what they'll charge you. For me they just repaired it without leaving an email or phone call. If they charge you an unreasonable price ($150 < x) then have them send it back to you and repair it yourself or have a third-party vendor do it for you.
kentexcitebot said:
This is a good method to reduce cost, but you'll have a higher chance in losing your water / dust resistance. You can also damage your phone if you're not careful. Not sure if people really care about the resistances though.
Click to expand...
Click to collapse
In fact , the Sony customer support can't guarantee water resistance either after disassemble your Z1s.
The oem precut adhesive should not cause any problems with ruining your ip58 waterproof.
I've done lcd swaps and it should be properly sealed if you use that. As I've read, brand new Z1s have leaked water aswell so it might be about luck.
Sent from my C6903 using XDA Free mobile app
BigDnm01 said:
My Sony Xperia Z1s C6916, which I bought from T-Mobile USA, suddenly had a crack in the screen, across the screen, left to right.
Click to expand...
Click to collapse
This just happened to my bf's z1s. He put it in his pocket when he got out of the car, walked into our apt, and when he took the phone out it was completely cracked and the screen was unresponsive.
He's sending it out today be checked by Sony. The rep made it VERY clear that the "engineers" would look at the phone and determine if it was a manufacture defect or not. If it was a defect, they'd fix it and return it. If not, then they'll call and discuss repair options.
You might not be able to tell from the photos, but the cracks are under the glass, and it's clear that it's not do to user abuse. Hopefully the "engineers" see it the same way.
Posts like these helped convince us that sending the phone to Sony was worth a shot, so I just wanted to share our experience. I hope he has the same success you did with getting it fixed. I'll update in a couple of weeks on the verdict.
PS: for anyone else that faces this issue, TMO insurance will not cover this without a $150 deductible. We were told that regardless of what caused the crack, they don't exchange phones with cracked screens. The TMO rep we talked to def didn't believe that the crack happened spontaneously. Don't waste your time.
HI all, unfortunately I had to send my S21 Ultra for warranty repair, in normal circumstances I would not bother writing a post, things can brake but what I have faced today is just shocking.
I have a contract with EE, they offered me that they might fix it, but if I want I can go with Samsung, and they even advised second option which is ok as Samsung knows how to fix their phones, right? Well, not really.
Issue with my phone was quite simple, buzzing vibration motor - hardware issue for sure, as when I pressed the back during vibration the buzzing noise stopped. Not sure what was wrong exactly, maybe faulty motor or something loose etc. It is not a case. I have described it as best as I could on Samsung chat and was happy when DPD collected parcel.
Now is the funny and most important part
In UK there is company called TMT First, and they fix them for Samsung(at least they have done it in my case).
Once they received the phone I received an e-mail with some details and information regarding phone Symptoms, exactly "Symptoms - ON/OFF".
Well... It was strange so I did quick chat with Samsung, and they have assured me that probably that's what engineers put as a description but I should be calm as they have information about vibrations, also they have an access to the chat we had regarding issues. Ok fair enough, maybe battery died before they received it. No problem.
Yesterday received e-mail with information that the phone is fixed, great! Hold down, in e-mail I could notice something similar "Symptoms - Power".
Again another quick chat etc. explanation that phone has been definitely fixed and engineers will not send it back without proper checks, they even provided phone number to contact that company directly, as it was after 5PM they have been closed.
So I rang them up this morning, and the lady said "We did software reset and that's it", I kindly asked what about original issue with vibration motor, has it been fixed/replaced - "vibration motor was not checked".
Seriously Samsung? You have huge company, we pay a lot of money and customer care looks like a rubbish!
I asked the lady, if they still have the phone is there any chance that engineer will check it again against buzzing vibrations etc. explained all again. She said he will, but after checking google reviews they always say that but they do not fix the phones.
Of course Samsung chat/phone customer service are unable to help as "phone will be fully tested before I get it", and if they not fix it I will have to go through that once again.
I came back to Samsung after 8 years, had issues with other devices etc, and never ever seen something like that.
Thankfully EE said if it's still broken after they send it back they will fix it, so keep in mind next time before you send your phone for warranty repair.
Well, well, these kind of things just happen every now and then. Maybe the people at TMT First are overwhelmed (who knows how many repair contracts they have and how many phones they get daily), maybe the engineer in charge had a bad day, there could be a lot of explanations.
The only thing you could and should do is get your phone fixed, give TMT First bad reviews on all relevant platforms and then report your bad experience to Samsung.
Good to hear that nothing has changed regarding Samsung UK warranty and after sales support, still rubbish.
My brother went to one of their Samsung service centers with an issue regarding shut downs. In a nutshell he received his repaired phone back with another defect. Basically after a long process they did nothing to help him. Samsung USA is similar, one just goes round in circles and nothing ever gets done.
Nowadays I usually buy from a reputable reseller and try to solve my issues with them directly.
I hate to say it, but I appreciate amazon's way of doing things (mostly replace or refund).
"Happy" to see that I am not the only one... But I would prefer to make a topic "Samsung UK warranty repair is very good" instead.
According to my case as the device is less than 6 months old I am going to contact EE today as they are the retailer, I have to find out who takes responsibility in this case as I will ask for phone replacement if the repair is unsuccessful. But probably I will have to go EE warranty repair first.
It is really sad, that we customers are treated like that. I thought Samsung is much more relevant in such things. I am not blaming them that something broke down. Those things happens, but for gods sake, we pay so much for those things and when we demand our rights they do not care.
I am going to report it on Samsung members as well - maybe we got much more people with similar issues.