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OK. HTC officialy denies warranty repair if you have HardSPL and have flashed a ROM from XDA Devs or somewhere else. Now what they do is UNLAWFUL and you can in fact claim your warranty...at least in the EU That's what I did and after a HUGE scandal it worked in Bulgaria. I guess customer protection laws are very similar across the EU. If you live outside of the EU check your local customer protection law. My HD had the black screen problem btw and I also refered to xda-developers topics to proove that it is in fact a general fault and not something related to HardSPL.
- According to the law it's not HTC that is bound by the warrranty, but the seller. This also means that you must see the sellers warranty conditions! This is very important as you have according to the law NO CONTRACT with HTC but only with the seller of your phone and only the seller is responsible for any repairs etc. How the seller deals with HTC is NOT your problem
- Now to the really good part....your statutory rights According to the law (Art.119 and 145 in Bulgaria - check your local law for correspoding articles) only warranty restrictions that are CLEAR AND UNDERSTANDABLE are valid. Everything else is NOT VALID even if stated in the warranty card. To make things even worse for the seller the customer protection authorities are obliged by law to decide every disputable case in the favor of the customer. This means that if they want to deny warranty because of HardSPL they must explicitly say in the warranty that you have no right to modify the bootloader! Even the HTC warranty has no such clauses
So good luck all. If they try to talk rubish to you just threaten them with your local customer protection authorities. In my case it took them exactly 4 hrs after the scandal to produce a new HD.
Interesting reading . Now all I need is for someone in the UK/Ireland to do the same so I don't have to read up on all the laws
Where was this incident, Mtel?
Yes. Mtel After I threatened them with the customer protection commision it took them exactly 4 hrs to fix the unit
Had the same issue here. Lots of bla-bla and I even got my lawyer involved. Dealt with the support center (which is neither the seller nor HTC). They whined a lot, but eventually they sent the unit back fixed.
Yeah these are good news now we have a precedent. If something happens to my HD , maybe the from daily flashing
Hi, I got my Moto G 2nd gen 2 months ago and when I got it there was a slight area of the screen where the glass touched the display too much, making it sorta off colour on that part of the screen like when you press down too hard except this is where the screen is always like that.
Now I feel like it has gotten slightly worse over time and want to use my warranty, however 2 months ago I unlocked the bootloader with the intentions of rooting it (I never gotten round to rooting it in the end)
I messaged moto support last night and they sent me an email saying how I can return it to be repaired but also said:
Motorola will repair and return your phone free of charge under the warranty conditions. If in the event that your phone is found to be out of warranty by the repair centre then please be advised that a quotation and handling charge may be applied. Any damage caused by using unauthorised operating systems, tampering or altering the device firmware and any signs of physical damage that were undisclosed prior to sending for repair will void your warranty and you may be charged for repair.
You can expect the phone to be repaired within 10 working days from its arrival at our repair centre but please allow additional days for postage. Please also note that Motorola do not accept claims for losses incurred by customers not following the process detailed in this message.
This is weird because on another thread on xda (http://forum.xda-developers.com/showthread.php?t=2574104) it said that even though I unlocked the bootloader, as I live in the EU I legally can get a hardware problem like this fixed by them for free as unless they can prove that unlocking the bootloader did this then they have to fix.
I don't wanna send it off and it come back as they think my warranty is void, how can I assert my rights in a situation like this to get my screen defect fixed?
Many thanks
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
ch1llahh said:
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
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The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
Addapp said:
The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
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Amazon have a great returns policy, you can contact them for return or refund of items out of the initial returns period using live chat. Use this link
https://www.amazon.co.uk/gp/help/contact-us/general-questions.html?skip=true
Use 'An order I placed', select the item and you can chat live with an agent. How you deal with it and what you say is wrong with the phone is then up to you.
If you're in the UK, the Sale of Goods Act is your friend, and holds the seller, not the manufacturer, legally liable for any defects in the product (the key phrases are "not fit for purpose", "not as described", and "not of merchantable quality").
In practice, this often means that you end up dealing with the manufacturer to resolve problems after purchase, since many retailers lack the facility to carry out repairs and end up being a conduit between you and the manufacturer; thus it's often easier to go to the manufacturer directly.
However, that still doesn't remove the seller's obligations under the law, and Amazon's policy doesn't supersede the law. If you've only had the phone for two months, and it was defective from the moment you received it, it's Amazon's legal responsibility to address the issue.
I would recommend requesting a full refund or a replacement with a new device. Make sure to wipe the old one before sending it back. If Amazon refuses to play ball, have a chat with your local Citizens' Advice Bureau. That said, in my experience Amazon is usually willing to abide by its legal obligations after only a little bit of to-and-fro reminding them of said obligations. I've successfully returned a few items more than a year after purchase because they should have lasted for several years (see the "not fit for purpose" mentioned above), although Amazon's initial responses were to suggest that nothing could be returned after thirty days, followed by a suggestion that I take it up with the manufacturer.
Just remind Amazon of the Sale of Goods Act's requirements, and you should be alright.
Thank you so much for the help!
I contacted amazon today rather than Motorola, and it literally took 5 minutes of live chat to get a replacement phone sent to me first class and the return label for the old one to come here. What a difference it is compared to the horrific experience from the Motorola live chat who don't even know the EU directive.
Really happy to now have a replacement coming rather than sending it to a repair centre and having no phone for a week.
Good result, and just as expected from Amazon. Their live chat system for returns/refunds is very straightforward.
I bought mine them too, not quite the cheapest, but worth a couple of quid extra for the piece of mind in case a replacement needed whilst under warranty.
Addapp said:
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
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I unlocked my phone too and when I messed up with the system files, I sent it to 'MediaMarkt' (the shop from where I bought it), and they sent me my phone back a month later and said that it is out of warranty because of unlocking and rooting, and it was in Spain. But luckily I flashed the system files via fastboot and its working fine now.
I contacted the Citizens Advice consumers service in the UK and they replied with this:
pastebin .com/GpUxggaK (Remove Space, cant post links as I don't have 10 posts)
As a TL;DR they said to contact amazon, and that the UK actually has a 6 year warranty for faulty goods (good god thats a long time) and that they will send a complaint to the trading standards if I give them motorolas postcode and address so that's cool.
I'm expecting my new moto g to come tomorrow thankfully
Take this as a warning & advice from someone who bought this phone and had to deal with OnePlus support & repair centre
On the XDA forum everything seems ok but if you go to the official OP3 ...people have a problem with this phone https://forums.oneplus.net/forums/OnePlus3
You can protect yourself from fraud only if you buy this phone from a store in your country which has to comply with strict terms for repair & service, if you buy it from their website (https://oneplus.net/uk/oneplus-3)- you basically buy the phone from a store in China and you will not have any buyer rights if you are in Europe or USA etc You pay with paypal and you are protected for 30 days but after that you will have nobody to complain to!
OnePlus has the worst support you can imagine, they seem friendly but they will deceit you - that is my experience ~ and i can prove it !
You might think: hey i`m gonna take good care of it and nothing can go wrong! That is what i said until an official update destroyed my phone
If you send your phone for repair you do not get any information unless you dig it yourself! Here in Europe the phone is 'repaired' by Arvato who are also scammers, most of the time they do not have the components for repairs so they take motherboards or other pieces from a phone which came with a problem and put it in another phone with a different problem! https://portal.teleservice.com/tassweb2search/simpleSearch/search-cz.seam Not to mention that it will take 1 month for them to 'repair' your phone ! This is because they are not bound by EU laws since you did not buy the phone in Europe ! So please consider these things before buying your OnePlsu3 phone from this company
Meeh
ooeehhhh, just bought it online 2 hours ago........let's see, can't change it now anymore.....
Learn from other people experience, if you buy smth from China and you are in France...where do you complain if you have a problem?
https://forums.oneplus.net/threads/my-op3-repair-experience.467461 & https://forums.oneplus.net/threads/oneplus-3-repair-lack-of-information-from-oneplus.467878
I am From Germany and Bought it From German Site
Gesendet von meinem ONEPLUS A3003
Thats wrong. If you buy from the official website and they offer support for your country (means they send their devices to your country) then they need to give you the buyer rights that are active in your country (2 years in the EU)
I bought mine from the official website and they send me my device (same like the oneplus one) to germany and I never had any problems with the device or the support.
juginkrebs said:
I am From Germany and Bought it From German SiteGesendet von meinem ONEPLUS A3003
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what matters is not where the site is hosted or registered but where is the store located ! Which store is that?
you can buy on Amazon.DE from people & stores located in...other country and all Amazon can do is to block them selling on amazon.de
PlayingLikeAGenius said:
If you buy from the official website and they offer support for your country (means they send their devices to your country) then they need to give you the buyer rights that are active in your country (2 years in the EU)
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FALSE ! If you buy from their official website it means you are buying a product from an online store located in China which is bound to Chinese laws, not EU laws! And this reminds me that i have not received any warranty papers from OnePlus or even an invoice !!!
PlayingLikeAGenius said:
I never had any problems with the device or the support.
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your logic is MIA and you sound like one of those OnePlus support people...
how can you have a problem with support when you say you never had any problem with the device?
Admittedly not much use to anyone outside the UK, but...
I've just picked my UK version of the OnePlus 3 (A3003) at an 02 shop this morning as a 'click & collect', now they available to buy there. But used the online site to pay for it, as there's the 14 day 'cooling off' clause built into the online purchase. As I bought it with a retailer, the warranty for the phone is with 02 now, so any repairs/replacements are their problem.
Woodsie1971 said:
Admittedly not much use to anyone outside the UK, but... I've just picked my UK version of the OnePlus 3 (A3003) at an 02 shop this morning as a 'click & collect', now they available to buy there. But used the online site to pay for it, as there's the 14 day 'cooling off' clause built into the online purchase.
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you are fine! You bought your phone from a store located in UK which gives you the protection of british & eu law
my warning applies to those who buy from the OnePlus online store which is located in China and for which European law does not apply
if someone would buy this phone online, from this website: https://oneplus.net/uk/oneplus-3 than they will not benefit from the same protection since that store is in China and it is only bound by chinese laws. For this situation NO authority in Europe can help you
The EU/US warranty is available, just check their website:
- US warranty policy
- EU warranty policy (Belgium, in french)
It's written US buyers have 1 year warranty and the EU buyers have 2 years warranty, starting from the delivery day.
One could reply saying that you sound like someone working for a retailer wanting people buy phones locally instead of from the online store. But lets move over, how could an official update destroy your phone? What happened?
Sent from my ONEPLUS A3003 using XDA-Developers mobile app
Bjarne73 said:
One could reply saying that you sound like someone working for a retailer wanting people buy phones locally instead of from the online store. But lets move over, how could an official update destroy your phone? What happened?
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i did not even say in which country i am it is true that i want people to buy stuff from legit stores. so?
your logic is failing me, whether you buy from OP store or locally you still buy their phone and they get your money !
there is already a topic where i explained my phone issue, lets not change the subject!
MiMilz said:
The EU/US warranty is available, just check their website
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'check their website' ??? they can say anything they want on their website....it is useless
i wanna check an official paper but i did not get anything when i bought the phone, not warranty papers & not even an invoice
Can anyone show us an official WARRANTY paper from OnePlus for a phone bought from their website? https://oneplus.net/uk/oneplus-3
Official warranty paper -> https://oneplus.net/uk/privacy-and-legal
Print it, read it - problem solved.
Stop running your mouth off - it looks bad.
Guide for you here: http://ittybiz.com/how-to-avoid-running-your-mouth-off-online/
gruntyoldbag said:
Official warranty paper -> https://oneplus.net/uk/privacy-and-legal
Print it, read it - problem solved.
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maybe you're running you mouth. gtfo troll. that site is a joke, just like you.
go find something else to do if you have nothing useful to add to MY topic
You can be as emotional as you like about how horrible OnePlus is but you can only speak from your own experience. So let me tell you my own experience. I have a OnePlus 2 and 3. I had my 2 repaired last week because the home button stopped working. I asked for service through their website and I got a shipping label to ship it to a US address. My device also also had a cracked LCD which I figured they probably wouldn't replace. The turn around time from me shipping the device to getting it back was 5 days. Instead of fixing the device, I received a new phone. So as you can see, your evidence is anecdotal and definitely does not represent everyone else's experience.
Or do buy online but use a credit card which has good customer service and extended warranty support, such that if the manufacturer denies your claim you make a claim to your credit card company for repair or replacement cost.
ROOTDOT said:
'check their website' ??? they can say anything they want on their website....it is useless
i wanna check an official paper but i did not get anything when i bought the phone, not warranty papers & not even an invoice
Can anyone show us an official WARRANTY paper from OnePlus for a phone bought from their website?
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A website is a proof you can use to apply your rights, when it comes from the official brand website. Just wake up please.
They don't need to send you a piece of sheet to give you a warranty. The package contains what you bought and a paper attesting you bought it online, the price, etc.
You DON'T need anything else than a proof of purchase to make the warranty work, as your rights are written in black on white on their website. And even if their website claimed something else, if they sell a product to a country, they MUST respect the rules.
Please, stop acting like an idiot claiming something nobody has as it's just useless.
Also note that while the phone itself may be manufactured in China (same as the iPhone by Apple and Nexus 6P and tons of other great phones) it often does not ship from China (for USA purchases it ships from USA warehouses)
MiMilz said:
A website is a proof you can use to apply your rights, when it comes from the official brand website.
They don't need to send you a piece of sheet to give you a warranty. The package contains what you bought and a paper attesting you bought it online, the price, etc. You DON'T need anything else than a proof of purchase to make the warranty work, as your rights are written in black on white on their website.
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LOOOOL !!! Clearly you are the IDIOT !
For every electronic you buy you gotta have a separate WARRANTY official paper which OnePlus does NOT provide!
2x4 said:
Also note that while the phone itself may be manufactured in China (same as the iPhone by Apple and Nexus 6P and tons of other great phones) it often does not ship from China (for USA purchases it ships from USA warehouses)
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It is part of a SCAM! All they have in EU and USA are deposits, probably in a chinese restaurant
Chinese companies try to dodge TAXES in EU https://www.theguardian.com/busines...k-reviews-chinese-traders-ahead-vat-clampdown
ROOTDOT said:
LOOOOL !!! Clearly you are the IDIOT !
For every electronic you buy you gotta have a separate WARRANTY official paper
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Think what you want, but come in Belgium and you will cry when you won't get your precious paper.
There is at least 8 years shops never give a warranty paper. Every shop tells you NEED to keep the ticket as a proof of purchase and use it for the warranty.
Nobody complains about this system, only one paper instead of two and you just go to the store with your ticket to make the warranty works. Welcome to the new reality.
I say this, but think what you want, I don't care. Just don't make you seem like a fool when you're the one who's wrong.
Basically, if you didn't buy from OnePlus.net, you do NOT have a warranty. I was pointed to this by customer service:
https://oneplus.net/privacy-and-legal
See the last bullet point under Limited Warranty. If you buy on GearBest, Amazon, Ebay, wherever, you're out of luck.
How can a company get away with this practice? OnePlus has lost a customer for life.
While a lot of companies have a list of authorized resellers, many do have a similar policy for resellers not on their list.
Sent from my ONEPLUS A5000 using Tapatalk
heov said:
Basically, if you didn't buy from OnePlus.net, you do NOT have a warranty. I was pointed to this by customer service:
https://oneplus.net/privacy-and-legal
See the last bullet point under Limited Warranty. If you buy on GearBest, Amazon, Ebay, wherever, you're out of luck.
How can a company get away with this practice? OnePlus has lost a customer for life.
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Technically they have the right to do this. If you bought it from for ex. GearBest, they take the warranty service and etc.
OnePlus has nothing to do with this.
The same goes for other brands like Samsung or Apple - unless you buy their product from an authorized reseller, Samsung or Apple don't have to cover your device with their warranty, the reseller takes responsibility for that.
I'm on OnePlus side for this one.
That's normal. Thirty-party seller as GearBest (sells Asian units to worldwide) or some small local shop could sell you refurbished,repaired phone as new, and OnePlus will not cover non-quality unautorized repairs.Most phone makers selling phones to regions, and warranty valid in IMEI linked region. Also, in Europe even Samsung, Huawei, LG and so on repairs by warranty units sold in EU country. I'm phone technician, having a lot meets with warranty centers. Just my opinion.
Sorry for bad english.
Usually the place you bought it from takes care of the warranty.
In this case maybe it's better. OnePlus gives only a 1 year warranty period, some other place may give the standard 2 years.
Exactly, like mine, it's taken care of by the local distributor
In EU you will get 2 years warranty in almost any product
I don't see the problem, if OnePlus cannot warrantly a OP5 bought on a shop, this shop apply the warrantly for your phone.
I bought my OP5 on Swappa. It had ghost touch issues. I got it warranty repaired, because I had all the paperwork (original receipt from OnePlus.net, IMEI, etc). They said that even though I bought it third-party, since I had all supporting documentation, they were able to confirm that it was still within the one-year warranty.
The big thing is that if you buy it third party, request as much official documentation from the as possible. If they aren't the original owner/purchaser, you might as well consider it out of warranty. I admit, I got lucky. The person selling it on Swappa wasn't the original purchaser, but he had the receipt from oneplus.net. That, and only that, is used as proof of warranty status with OP Support (they specifically stated as much).
Hello,
I honestly start to be tired with those Chinese shops. I don't think one stands out so far. Feel free to get me wrong with a certified address.
Here is what I want to talk about. Everything seeks legit, warranty is present, phone is allegedly new and presented as it, delivery seems OK abashed on Trust pilot...
I just bought a p30 pro. I contacted the company. Fast reply.
Going back-and-forth, I finally get her ti spit it out :
The phone is covered by the warranty of the shop, shipping included, but not by Huawei, whichever country you live in, including China.
So tell me : what kind of phone, unless stolen or refurbished can this phone be??
So far, to the question got the silence treatment: please kindly tell me how a phone can be new and not benefit from the Huawei's warranty in any country of the world??
Your technical opinion about it please? I mean, what kind of phone could it aside from what I quoted above?!
Can anyone explain the nature of this phone??
I bought it at T-dimensions, Germany branch. Warehouses seems to be in the UK. Phone comes China or Hong-Kong. No warranty anywhere in the world by Huawei (p30 pro 256, global version)
Seriously no one? ?