I bought a Xiaomi Mi 9T Pro a few weeks ago on eBay. And it arrived in a few days. But once I booted it up I decided I'd maybe get a different phone. So I put it up for sale myself on eBay as an open box item. I never really used it. It took a while to sell, but I did sell it the other day and packed it really well with packing bubbles and several boxes in boxes. I sent it via USPS Priority mail and it arrived in Salinas, CA, about 200 miles away from me, on Saturday morning. Then on Saturday night I received a notice from the buyer through eBay that said:
"Hi. The phone works and everything but it came cracked. Although the front was not showed in the pictures, it was not described in the details. I want to return this please."
I had included a number of photos but not the front screen. But it wasn't damaged in anyway when I mailed it. I hadn't even used it. And packed it extremely well. Immediately after I received the above message I responded:
"Hi I'm shocked at what you're saying and I see your photo here. There's no way the screen of the phone was cracked when I mailed it to you. It was brand new as stated in the listing. Didn't even have a fingerprint let alone any cracks. I just bought it and hadn't even used it. So I'm not sure what happened as I packed it really well with numerous packing bubbles and it was between several soft cases, and in a hard box, etc. On Monday I'll contact the post office as it was insured. I just started now to see what's involved. One very important thing is for you to save the packaging. This is extremely important as they evidently want proof of how it was packed. So if you threw out the packaging please retrieve it. It's very important as they may not cover this without me showing them the packaging. I'll contact them on Monday and see what they have to say. Again, I don't see how this would have been damaged in transit as I packed it extremely well. I'll be in touch once I've contacted the post office and maybe eBay too. Thanks."
So they had all day yesterday to retrieve the priority mail box and I had sent them 3 other messages that the post office wouldn't honor my insurance claim without that. Now they said again they can't find the box.
So I'm trying to decide what to do as they also mentioned the phone works and they would maybe just keep it with a partial refund from me. Not sure how much they want. And not even sure if the photo they sent is of my phone I sold them. Or if they dropped it once they received it and cracked the screen themselves. I found out that some people are scammers who claim damage to the merchandise so they can get a partial refund, but if you offer a complete refund if they return the merchandise you never hear from them again.
Anyway what I'm wondering about is how much it might cost to repair the screen as I won't be receiving any money back from the post office now for my insurance claim as the buyer says they can't find the packaging. Any thoughts on any of this? Thanks for your help.
The photo of the cracked screen is attached below.
That crack looks a lot like the phone has been dropped on a hard surface. That definitely didn't happen while the phone was in the box.
Inside the box the phone is protected on both sides by the plastic moldings, and you also said it was wrapped it really well and used foam bubbles. Unless the box was bouncing all over the place during the whole trip I don't really see how such a crack would happen.
I'd say they dropped it and are now trying to blame the post office.
Also, why didn't you take any pictures of the screen? Every decent phone ad I saw had pictures of the screen included.
Rhoban said:
That crack looks a lot like the phone has been dropped on a hard surface. That definitely didn't happen while the phone was in the box.
Inside the box the phone is protected on both sides by the plastic moldings, and you also said it was wrapped it really well and used foam bubbles. Unless the box was bouncing all over the place during the whole trip I don't really see how such a crack would happen.
I'd say they dropped it and are now trying to blame the post office.
Also, why didn't you take any pictures of the screen? Every decent phone ad I saw had pictures of the screen included.
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Thanks for your response. I thought the exact same thing about the damage shown in the photo. This would be more like damage from dropping it on a hard kitchen floor or other hard surface. As I mentioned it was in the original hard box and also I included a new case which I packed on top of it in a soft box that would add even more protection.
I didn't include a photo of the screen in the listing as it seemed it wouldn't show much, but just a black screen. The photo of the screen I had still had the front plastic sticker that it comes with so I didn't want to show that as I had removed it when I booted the phone up initially. I guess I could have turned it on. But it would be dim as I had reset it. I should have taken photos of me packing it. Live and learn. I didn't know the post office would want to see the packaging. And as I mentioned the buyer had all day yesterday to retrieve it but didn't.
I'm going to go to a local phone repair place here in a while and show them the photo and see what they have to say and see how much they would charge to repair it. I may just have the buyer return it and just fix it and keep it. I don't think I can prove the buyer broke it, even though that's the most likely explanation of what happened. My word against theirs, and I think eBay mainly rules in favor or buyers. Oh, well. Not the end of the world as we know it. Thanks for your help.
Next time take pictures of the screen turned on. It should show the home screen, or lock screen, or take several pictures with the screen showing several images. That way one can see that it works and has no cracks.
Rhoban said:
Next time take pictures of the screen turned on. It should show the home screen, or lock screen, or take several pictures with the screen showing several images. That way one can see that it works and has no cracks.
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I thought about this some more now too. Actually even if I did take photos the buyer could say I took them before I cracked the screen and then sent him a damaged phone. Which of course I didn't. I know I sent a brand new phone in an opened box, but they don't know that, or maybe they do. They're saying the phone was cracked when they opened the box, but I don't know that. And the damage doesn't look like it came from that. If they had just retrieved the priority mail box like I kindly asked them to about 4 times I could have probably been able to collect from the post office on an insurance claim. Next time I sell something in this way I'll tell them ahead of time to save the packaging if there are any issues. Oh, well. I'm going to talk to the phone repair place in a few and see what they have to say. I'll let everyone know. Thanks again.
BCE111 said:
Thanks for your response. I thought the exact same thing about the damage shown in the photo. This would be more like damage from dropping it on a hard kitchen floor or other hard surface. As I mentioned it was in the original hard box and also I included a new case which I packed on top of it in a soft box that would add even more protection.
I didn't include a photo of the screen in the listing as it seemed it wouldn't show much, but just a black screen. The photo of the screen I had still had the front plastic sticker that it comes with so I didn't want to show that as I had removed it when I booted the phone up initially. I guess I could have turned it on. But it would be dim as I had reset it. I should have taken photos of me packing it. Live and learn. I didn't know the post office would want to see the packaging. And as I mentioned the buyer had all day yesterday to retrieve it but didn't.
I'm going to go to a local phone repair place here in a while and show them the photo and see what they have to say and see how much they would charge to repair it. I may just have the buyer return it and just fix it and keep it. I don't think I can prove the buyer broke it, even though that's the most likely explanation of what happened. My word against theirs, and I think eBay mainly rules in favor or buyers. Oh, well. Not the end of the world as we know it. Thanks for your help.
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You sold a phone on eBay without taking pics of the screen and come on here complaining that the phone got cracked in transit or by the buyer. [emoji1787][emoji1787][emoji1787][emoji1787]
eBay will stand by the buyer. Refund it and get it back. Else eBay will refund the buyer and he also gets to keep phone.
Also who in their right mind buys a phone without even a pic of the screen .?
Sent from my SM-G975U using Tapatalk
Limeybastard said:
You sold a phone on eBay without taking pics of the screen and come on here complaining that the phone got cracked in transit or by the buyer. [emoji1787][emoji1787][emoji1787][emoji1787]
eBay will stand by the buyer. Refund it and get it back. Else eBay will refund the buyer and he also gets to keep phone.
Also who in their right mind buys a phone without even a pic of the screen .?
Sent from my SM-G975U using Tapatalk
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You don't know anything about me, the buyer, or the phone. I wasn't complaining. Just trying to figure out the best way to deal with my situation. Not really interested in your 2 cents, especially the insulting emojis.
BCE111 said:
You don't know anything about me, the buyer, or the phone. I wasn't complaining. Just trying to figure out the best way to deal with my situation. Not really interested in your 2 cents, especially the insulting emojis.
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Your post is almost as good the guy who recently washed his p30 pro phone and complained that it stopped working. Thanks for the belly laughs.
I sincerely wish the best and hope you find a solution. Cheers.
Sent from my SM-G975U using Tapatalk
For me, that photo shows a phone that was dropped on his corner, no way that crack would happen inside original box covered with bubbles.
Be honest with him and say the crack looks like from a drop (not transport), ask him a clear video (without cuts) circling the whole phone to guarantee that the phone on photo is the phone you sent (not a random), some numbers have to match.
But "I had included a number of photos but not the front screen" plays in his favor.
Also, the guy receives a damaged phone, what would be immediately returned, but keeps it and discards the package???
About the screen repair:
Problaby a quarter to half the price of the phone.
Before posting did you check the buyers reputation? was delivery insured for the value of the phone? You listed an item on ebay but didn't provide photos of the screen? The fact that you cant prove the device was in the condition it was when you mailed it means you are potentially screwed. If you agree on a partial refund then dont agree to refund more than what it would cost to replace to screen. looks prices for screen replacements on aliexpress.
superandroid2011 said:
For me, that photo shows a phone that was dropped on his corner, no way that crack would happen inside original box covered with bubbles.
Be honest with him and say the crack looks like from a drop (not transport), ask him a clear video (without cuts) circling the whole phone to guarantee that the phone on photo is the phone you sent (not a random), some numbers have to match.
But "I had included a number of photos but not the front screen" plays in his favor.
Also, the guy receives a damaged phone, what would be immediately returned, but keeps it and discards the package???
About the screen repair:
Probably a quarter to half the price of the phone.
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Thanks for your thoughts here. I agree. I went to a phone repair place yesterday and he agreed it definitely looked like a phone dropped on a hard surface and was very unlikely damaged in transit. And I will bring this up to the buyer. And I think I'll offer him a partial refund, but I should have him supply more pictures or a video first as you mentioned as that photo could be a number of phones. Maybe a photo of the screen with the IMEI showing after he typed in the phone number that brings that up. Maybe he has my undamaged phone. Also I'll tell him I have the serial number and IMEI numbers for the phone I sent him. So if he's trying to return a phone that is maybe the same model that he bought and previously dropped he can't do that.
Also the phone repair guy said they charge $60 labor, so that's not so bad. But I couldn't find what seemed like the best glass to replace it. No OEM gorilla glass. Plus if it is damaged where the photo shows and it is my phone, the popup camera is right there too. So that could have been damaged.
As I mentioned the reason I didn't include a photo of the screen is the photo I had still had the sticker it comes with on it and I had removed that. And I did want the buyer to know it didn't still have that sticker. I should have taken one with the sticker off. And next time I sell something so valuable I will include photos or a video of me packing it. But some of the packing took place at the post office.
As I mentioned it was insured through the post office for the full amount so I figured I was covered. And it would have been if he saved the packaging. I told him about 4 times in a friendly way starting about an hour after he sent the return request, which was around 10:30 pm Saturday night, to save the packaging otherwise I couldn't get a refund from the post office, which I had learned about online researching this. But he didn't save it and didn't even seem to try. And as I mentioned to him they don't pick up the trash on Sunday so it seems like he could have retrieved it if he tried. That's part of the suspicion that he may be looking to claim damage that doesn't exist to get a partial refund. Because if he sent it back for a full refund with the packaging too I'd get my refund from the post office, and he'd get his money back, but not be able to get a partial refund.
I obviously made some mistakes in the way I did this. But figured I was covered by the post office. Didn't know about saving the packaging and he didn't seem to try to retrieve it. Oh, well. Live and learn. Thanks for your help.
lordkiller347 said:
Before posting did you check the buyers reputation? was delivery insured for the value of the phone? You listed an item on ebay but didn't provide photos of the screen? The fact that you cant prove the device was in the condition it was when you mailed it means you are potentially screwed. If you agree on a partial refund then dont agree to refund more than what it would cost to replace to screen. looks prices for screen replacements on aliexpress.
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Thanks for your help. That is what I was going to offer him if he can provide more photos to prove it's my phone. I posted a longer response above.
BCE111 said:
I bought a Xiaomi Mi 9T Pro a few weeks ago on eBay. And it arrived in a few days. But once I booted it up I decided I'd maybe get a different phone. So I put it up for sale myself on eBay as an open box item. I never really used it. It took a while to sell, but I did sell it the other day and packed it really well with packing bubbles and several boxes in boxes. I sent it via USPS Priority mail and it arrived in Salinas, CA, about 200 miles away from me, on Saturday morning. Then on Saturday night I received a notice from the buyer through eBay that said:
"Hi. The phone works and everything but it came cracked. Although the front was not showed in the pictures, it was not described in the details. I want to return this please."
I had included a number of photos but not the front screen. But it wasn't damaged in anyway when I mailed it. I hadn't even used it. And packed it extremely well. Immediately after I received the above message I responded:
"Hi I'm shocked at what you're saying and I see your photo here. There's no way the screen of the phone was cracked when I mailed it to you. It was brand new as stated in the listing. Didn't even have a fingerprint let alone any cracks. I just bought it and hadn't even used it. So I'm not sure what happened as I packed it really well with numerous packing bubbles and it was between several soft cases, and in a hard box, etc. On Monday I'll contact the post office as it was insured. I just started now to see what's involved. One very important thing is for you to save the packaging. This is extremely important as they evidently want proof of how it was packed. So if you threw out the packaging please retrieve it. It's very important as they may not cover this without me showing them the packaging. I'll contact them on Monday and see what they have to say. Again, I don't see how this would have been damaged in transit as I packed it extremely well. I'll be in touch once I've contacted the post office and maybe eBay too. Thanks."
So they had all day yesterday to retrieve the priority mail box and I had sent them 3 other messages that the post office wouldn't honor my insurance claim without that. Now they said again they can't find the box.
So I'm trying to decide what to do as they also mentioned the phone works and they would maybe just keep it with a partial refund from me. Not sure how much they want. And not even sure if the photo they sent is of my phone I sold them. Or if they dropped it once they received it and cracked the screen themselves. I found out that some people are scammers who claim damage to the merchandise so they can get a partial refund, but if you offer a complete refund if they return the merchandise you never hear from them again.
Anyway what I'm wondering about is how much it might cost to repair the screen as I won't be receiving any money back from the post office now for my insurance claim as the buyer says they can't find the packaging. Any thoughts on any of this? Thanks for your help.
The photo of the cracked screen is attached below.
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Just wanted to update everyone to how this turned out. I was required by eBay to respond to the buyer by Oct. 3 by offering a complete refund if he returned the phone and supply him with a prepaid mailing label or offer a partial refund offer. I had sent several messages after he said he couldn't find the packaging. I'll just post those after this as they unfolded so everyone can see how it went about. I did decide to offer a complete refund on Oct. 3 and supplied the $14.10 prepaid mailing label. But in doing that I took a big chance that I would receive a damaged phone back that wasn't broken when I mailed it and was most likely dropped after he received it but with no way to prove this to eBay. Messages to follow.
Sept. 30 Message from the buyer:
dangal3823 sent you a message about their request:
Good morning sir. I understand the situation, I was unable to retrieve the packaging, sorry. Please do let me know what the insurance company tells you. Regards,
Oct. 2 Message from me:
Hi, Daniel Hope your day's going well. Just got back from my cardiologist appointment. I wanted to communicate some more info about this situation and then we'll see what we can maybe work out. I talked to a number of phone people about the phone the last couple of days and showed them the photo of the cracked screen you sent. These were phone repair people here in town and also people that really know a lot about phones on a developers website. When I first saw the photo you sent of the cracked screen, knowing how well I had packed it with packing bubbles, and the box inside of two other boxes, etc., the thing that came to mind was this didn't look like the kind of crack that would happen during shipping but more like a crack that would happen if someone dropped the phone on a hard surface. And showing that to all of these people they all agreed with that. So I'm not sure what happened. I just know what you told me. As I mentioned now a number of times I did purchase insurance from the post office that I thought would cover anything that might go wrong, like if they lost the package or the phone was damaged in transit. But I learned later I would have to show them the packaging to be able to get my money back from an insurance claim. And I told you about this a number of times and emphasized how important it was to save the packaging starting with my first reply to your first request to return the phone. That response from me came an hour or two after you made the request late Saturday night. I was hoping you would be able to find the packaging even if you threw it out as the next day was Sunday and they don't pick up the garbage on Sunday. But you told me now you couldn't find it. So without the packaging any claim I file with the post office to collect on my insurance I bought will be denied. So my ability to collect on my full price I sold the phone to you for is no longer available. You could get all of your money back, but I'd end up with a broken phone with no money from the post office. You sent that photo which does show a cracked screen. But it's kind of an out of focus photo and doesn't really show the phone. While we figure out the best way to deal with this and a possible partial refund, I'd like it if you can please take another photo of the front screen after you dial *#06# which will bring up a pop up with the IMEI number. So the photo would include in one photo the cracked screen in the upper left hand corner and also the IMEI number in the middle of the photo. That way I can verify this is a photo of my actual phone I sent you. I'll verify that number and then get back to you and we can maybe discuss a partial refund. I wouldn't be open to a partial refund without knowing for sure this is my phone. Nothing personal there, but I don't know you. Okay, I'm going to make some lunch and I have to pick up my meds from the pharmacy and I'll check in later. I'm just trying to make the best of this situation. As it is I'm already down $18 deducted from PayPal as your payment wasn't from the US, and down $14 for shipping and insurance, and the phone originally was sold to me for $441, but I sold it to you for $405. Anyway we'll see what we can figure out. Thanks Daniel. Appreciate you working with me on this. Hope your day goes well. Best, B
Oct. 2 Message from me:
Hi Daniel Just one more thing is I have to act on this by tomorrow one way or the other. eBay said, "Please take action by Oct 03." So if you can please send me that photo of the crack and the IMEI number in one photo as soon as possible we can figure out what seems like the best solution. Appreciate your help.
Continuing:
Oct. 3 Message from me:
Hi, Daniel Hope you're doing well. I'm still waiting to hear from you. I have to take some action on this today as I mentioned in my last email. Please let me know what you think. As I mentioned if you can send that photo with the IMEI number and the crack I would offer you a partial refund. If I don't hear from you I'll just go ahead and initiate a full refund and then be in touch about how to return the phone. If that happens, once I receive the phone and verify it's my phone I sold you, and as long as it doesn't have anymore damage other than that cracked screen, I'll refund your money through PayPal. Okay, talk to you soon. Thanks.
Oct 03 - I approved the request
Oct 03 - I sent a return shipping label
Oct. 4 Message from me to: dangal3823
Hi, Daniel
Hope you're doing well. As you probably see, I went ahead and accepted your return request for the Mi 9T Pro. I guess they emailed you a prepaid USPS Priority Mail return shipping label that I bought on the post office website. I hadn't heard back from you the last few days so couldn't talk about a possible partial refund. This whole episode of selling this phone to you has been a disaster for me. It took up lots of my time dealing with all this and is going to cost me a lot of money and even then I'll end up with a broken phone even though I packed it really well and insured it fully.
.............
Okay. Sorry things didn't work out. I'd appreciate it if you leave me positive feedback like I left you, or no feedback is fine too. Take care of yourself.
B
Oct. 5 Message from the buyer:
Before returning the item, are you sure you don't want to settle on a partial refund? I know you asked some proof, etc. However, you gotta understand that it annoyed me when you asked me to literally dig into garbage. Regards,
Oct. 5 My Message in response:
New message to: dangal3823
Hi, Daniel
Hope your weekend's going well. Sorry this has become a hassle for both of us.
One thing that I mentioned in one of my messages was taking a photo of the front screen of the phone like you did, but first bringing up the IMEI number. Here is a 1 min video describing 2 ways to bring up the IMEI number. https://www.youtube.com/watch?v=kYKmgdaq0II There are two ways of doing that. One is to dial *#06# which will bring up a pop up with the IMEI number. And the other way is to go into Settings > Phone > Status > which will show the IMEI number. So the photo would include in one photo the cracked screen in the upper left hand corner and also the IMEI number in the middle of the photo. It would look like the photo I'm including here but would be this phone. That way I can verify this is a photo of my actual phone I sent you. That whole process would just take a couple of minutes. Then we can discuss a partial refund even though I have reservations about any damage that happened during shipping. There's nothing personal in any of this, but I don't know you. Just want to verify first this is my phone I sold you.
We're just trying to sort this out between us. One thing that definitely didn't happen was me sending you a previously damaged phone. Why would I do that? Why would anyone do that as the buyer would just ask for a refund? I used to be a PowerSeller on eBay a number of years ago and have sold over $40,000 in merchandise and have glowing reviews from everyone. I'm a more than honest guy.
So I'll wait to hear from you and hopefully we can work something out. Appreciate your cooperation.
B
And here was the kicker beginning with his final message and my response:
Oct. 5 Message from the Buyer:
dangal3823
You don’t deserve this. I was just following a wrong advice from a pseudo friend and tried to scam you. I will cancel the return. I regret for the attempt of fooling you. I know I’ll enjoy the phone and it’s worth every penny. Again, I truly regret this. I hope you can apologize me.
Regards,
Oct. 5 My Response to the Buyer:
New message to: dangal3823
Hi, Daniel
I don't know where to begin. I think you see now, at least a little, how bad this was for you to try and scam me. I'm a super honest guy and a kind and loving person. As I mentioned I'm a disabled senior and in addition to a previous heart attack just this last year had quadruple open heart bypass surgery and a difficult recovery, which I told you about. I won't preach to you but I'll let you think about what you did to me and let it sink in.
This whole episode took many stressful hours of my time to deal with, talking to a lot of people, going to phone repair people, etc., for no reason except you attempted to scam me. That would be the opposite of what I need now given my current health.
One thing you can do to at least make some of this right is refund the money I just paid the post office for the return shipping label I bought from them. Obviously I can't return that and it was only created for you to return the phone which you had no intention of doing. I'll attach a print screen of the payment from PayPal. It's for $14.10. You can pay me through PayPal for that amount to Bxxxx Exxxx [email protected]. I hope you'll at least do that.
Okay. That's what I have to say. I hope you'll learn from this and never try to scam anyone again. We're all in it together in this life, even though sometimes we forget that. The idea is to be kind and loving to each other and hopefully people will treat us that way too.
Take care. Hope things go well for you in your life.
B
A follow up is the photo of the broken screen wasn't even my phone. I will report the buyer to eBay and hopefully he'll be kicked off of eBay for trying to scam me. And he didn't pay me back for the return postage but I found out now I can be reimbursed by the post office.
To Limeybastard, who was so convinced I was at fault and the buyer was innocent, what do you have to say now after several times insulting me?
Thanks very much to everyone who jumped in here to try and help me. I learned a number of useful lessons having gone through this, although it did take up quite a few hours of my time. Thankfully it all worked out and the sale went through and I'm not stuck with a broken phone which I hadn't broken. Onward and upward.
BCE111 said:
A follow up is the photo of the broken screen wasn't even my phone. I will report the buyer to eBay and hopefully he'll be kicked off of eBay for trying to scam me. And he didn't pay me back for the return postage but I found out now I can be reimbursed by the post office.
To Limeybastard, who was so convinced I was at fault and the buyer was innocent, what do you have to say now after several times insulting me?
Thanks very much to everyone who jumped in here to try and help me. I learned a number of useful lessons having gone through this, although it did take up quite a few hours of my time. Thankfully it all worked out and the sale went through and I'm not stuck with a broken phone which I hadn't broken. Onward and upward.
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What do I have to say now? Anything I want, how about congratulations? As far as I'm concerned you probably made this all up. Pfft.
Sent from my SM-G975U using Tapatalk
Related
As this is my first post I would just first like to say thank you to everyone who has contributed to this forum, without it this new smart phone user/AT&T subscriber wouldn't have been able to figure anything out.
Long story short: I just bought a new Tilt like three weeks ago and the LCD is already cracked. AT&T doesn't offer insurance on this phone and I am not entirely sure about HTC's manufacturers warranty. I checked across the forums and found some good information regarding replacing broken Tilt LCD screens, it all just seems fairly old. What I am wondering is what is the cheapest, easiest way to fix the LCD on the Tilt? Right now the cheapest I can find the LCD/Touchscreen combo with the right tools is $69.99 plus $12.99 S+H. Is this the best bet? Any other options I haven't thought of yet?
Also, I can't seem to find detailed picture instructions regarding the LCD swap anywhere on the forum? So where are the best directions for this online?
Now, time for a little rant. How the hell does AT&T not offer insurance for a phone that retails for over $300 brand new? Let's get serious here, it's an expensive piece of gadgetry that I happen to pay a lot of money for to use every month. The least they could offer their highest paying customers is a chance for insurance. By not offering insurance to their customers AT&T is basically saying "Piss off, oh, and make sure you pay your bill on time!" with a permanent smile on their face as they walk to the bank with our money. I'm sick of phone companies saying "I'm sorry, theres nothing I can do for you" to the customers that finance their paychecks, vacations, and replacement trophy wives boob jobs. I understand it's a service based industry and everyone wants their service, giving them the ultimate upper hand in the situation. But let's start thinking a little bit more with our heads and a little less with our wallets. It's time for these places to realize how ridiculous they are sometimes.
Apologize for the missive their, but man did it feel good.
l3urton32 said:
As this is my first post I would just first like to say thank you to everyone who has contributed to this forum, without it this new smart phone user/AT&T subscriber wouldn't have been able to figure anything out.
Long story short: I just bought a new Tilt like three weeks ago and the LCD is already cracked. AT&T doesn't offer insurance on this phone and I am not entirely sure about HTC's manufacturers warranty. I checked across the forums and found some good information regarding replacing broken Tilt LCD screens, it all just seems fairly old. What I am wondering is what is the cheapest, easiest way to fix the LCD on the Tilt? Right now the cheapest I can find the LCD/Touchscreen combo with the right tools is $69.99 plus $12.99 S+H. Is this the best bet? Any other options I haven't thought of yet?
Also, I can't seem to find detailed picture instructions regarding the LCD swap anywhere on the forum? So where are the best directions for this online?
Now, time for a little rant. How the hell does AT&T not offer insurance for a phone that retails for over $300 brand new? Let's get serious here, it's an expensive piece of gadgetry that I happen to pay a lot of money for to use every month. The least they could offer their highest paying customers is a chance for insurance. By not offering insurance to their customers AT&T is basically saying "Piss off, oh, and make sure you pay your bill on time!" with a permanent smile on their face as they walk to the bank with our money. I'm sick of phone companies saying "I'm sorry, theres nothing I can do for you" to the customers that finance their paychecks, vacations, and replacement trophy wives boob jobs. I understand it's a service based industry and everyone wants their service, giving them the ultimate upper hand in the situation. But let's start thinking a little bit more with our heads and a little less with our wallets. It's time for these places to realize how ridiculous they are sometimes.
Apologize for the missive their, but man did it feel good.
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Mike Channon has links to Disassembly guides. Try a search for "Kaiser Disassembly Guide." My expert opinion, remember advise it worth waht you pay for it , is that the $70 is a good deal.
EDIT: I'm in a good mood. Searched for you today. Kaiser Disassembly Guides.
And s response to your rant. See this is why Mobile Phone Companies have the WORSE customer service rating of ANY business.
yea I cracked my screen as well about a month after having it.. I ended up buying a screen replacement for 115 off of ebay...
But now be careful... When i broke my screen, I thought that was the only damage the phone took... well the impact was right above where the sim tray is... and it damaged it as well.. my phone wasn't able to read sim cards anymore after replacing the screen... So I did a bold move, and told AT&T warranty support that my phone all of a sudden didnt read my card anymore.. i sent it back to them, and they sent me a replacement...
they could have charged me $400 for sending them a broken "out-of-warranty" item but i lucked out
l3urton32 said:
..How the hell does AT&T not offer insurance for a phone that retails for over $300 brand new? Let's get serious here, it's an expensive piece of gadgetry that I happen to pay a lot of money for to use every month...
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Click to collapse
That is exactly why they don't provide insurance for it. I asked a friend who works for them and he said that was the main reason. However if you live in dc metropolitan area there is a company called "Simply wireless" that offers insurance for any kind of mobile device and its 60 or 70 bucks upfront one time and insurance is good until something happens to device. Didn't get it myself but could be worth looking into.
p.s. i was also going to refer you to micheal but i Jimmy's already done it
Thanks to both of you already. Jimmy thanks for posting those directions, they look a little more intense than I thought but I don't think I'll have a problem replacing it myself. the $70 is way cheaper than the $170 from pocketpctechs.com
How would I make sure everything else is working fine on my phone? It's still syncing fine with my laptop and sends/receives calls, so I imagine its still fine. Is there a SIM access point through WMDC? Just to check that?
Also, anyone know any other ways to possibly get around this warranty here? The screen broke this morning, and I'm still not entirely sure how it happened. I had left my wall charger back home and only had my usb plug to charge my phone from. I woke up to the screen cracked and my phone being really really hot. The phone was at the foot of my bed, so I am not ruling anything out like me accidentally pushing in the screen, but has there ever been issues with the Kaiser's over heating and popping their LCD screen?
Thanks
Thanks to both of you already. Jimmy thanks for posting those directions, they look a little more intense than I thought but I don't think I'll have a problem replacing it myself. the $70 is way cheaper than the $170 from pocketpctechs.com
How would I make sure everything else is working fine on my phone? It's still syncing fine with my laptop and sends/receives calls, so I imagine its still fine. Is there a SIM access point through WMDC? Just to check that?
Also, anyone know any other ways to possibly get around this warranty here? The screen broke this morning, and I'm still not entirely sure how it happened. I had left my wall charger back home and only had my usb plug to charge my phone from. I woke up to the screen cracked and my phone being really really hot. The phone was at the foot of my bed, so I am not ruling anything out like me accidentally pushing in the screen, but has there ever been issues with the Kaiser's over heating and popping their LCD screen?
I used to work for Simply Wireless, and Mobile Solutions.. both a crooks.. dont buy from them, and definietly dont buy their insurance...
even though they are trying to clean their act up, their are 100% sales driven and dont give a f*ck bout their customer... trust me like i said, i worked for them...
if ur in the DC metro area, check out Wireless Jungle, they are located in Burke, Manassas, Herndon, and other parts of NoVA, they are excellent imo
l3urton32 said:
Thanks to both of you already. Jimmy thanks for posting those directions, they look a little more intense than I thought but I don't think I'll have a problem replacing it myself. the $70 is way cheaper than the $170 from pocketpctechs.com
How would I make sure everything else is working fine on my phone? It's still syncing fine with my laptop and sends/receives calls, so I imagine its still fine. Is there a SIM access point through WMDC? Just to check that?
Also, anyone know any other ways to possibly get around this warranty here? The screen broke this morning, and I'm still not entirely sure how it happened. I had left my wall charger back home and only had my usb plug to charge my phone from. I woke up to the screen cracked and my phone being really really hot. The phone was at the foot of my bed, so I am not ruling anything out like me accidentally pushing in the screen, but has there ever been issues with the Kaiser's over heating and popping their LCD screen?
Click to expand...
Click to collapse
honestly i doubt heat caused it... looking at my phone, i have enough room to stick my fingernail under the casing sourrounding the screen, so there is alittle room to move in case heat does expand the internals. My phone has gotten pretty damn hot before, to the point where i couldnt hold it (forgot it in the car with wifi bt and gps on... in 105F temp) and it was still fine....
I dont condone this... but when i broke my screen, i was extreemly careful in replacing it, and made sure not to add any additional scratches... once i was done, the phone looked like it did on day 1... so when i sent it back to AT&T there was no way they could tell it had been cracked open...
if ur phone still rings, and u can answer the calls, u should be ok...
I actually had the insurance prior to switching over to the tilt in October. In December my screen cracked and I called them and they said that since I was a long standing customer, they would replace it. they sent me a refurbished phone in 2 days.
I broke the scren again in February and this time I did not call immediately. about a month later I went past the store and told him the situation and he said to call again. I did and they sent me another one. they canceled my policy because I had two claims in one year. but they told me that I could pick it up again in a year.
Moral: always ask...you never know!
Awesome, more good info from everyone. I'm from the Rochester, NY area. Any idea if theres some sort of place that will insure any branded phones in my area? Google is failing me here. Also, do these places have to check your phone before they insure it? If theres some way I can get around that and put insurance on my phone I would just wait like a week and send it in...
yea if they "forget" to remove the insurance plan... or if u ask a stupid rep to add it, and they do... ur golden, and they will replace ur phone... I'm still grandfathered in with my insruance
btw kendall sent u a pm
so maybe AT&T is getting a little smarter. I called and got 4 different customer service reps and all of them told me it was ineligible...no luck with the bull**** approach. HTC USA said no go on everything too... I am getting a little fed up here. I have had this phone for only 3 weeks and everywhere I go everybody pretty much just dismisses me. My favorite dialog of the day came with one AT&T rep who was pissed off at more than just me trying to get an answer from her. And this is after she already told me the Tilt was ineligible for insurance
Me: So basically what your trying to say is that if I break my phone I'm pretty much screwed
AT&T Lady: umm... well. You can apply to get insurance on your phone and than you would be covered.
Me: you just told me I can't put insurance on my phone at all and you can't fix it for me
AT&T Lady: Wait. You can't put insurance on this? Hang on. (here she put me on hold to, what I assume at least, check her facts again) Alright Mr. Davis we can't insure your phone. Can I offer you a replacement Tilt at full retail price?
Let's get it it together AT&T, support the customers that pay your bills. We don't get the corporate discounts you get so it's a little ridiculous having to deal with all this crap.
Suggestion here...add an LCD Replacement walk-through to the Kaiser specific Wiki...or perhaps a whole section concerning DIY repairs and mods...Just something concise so it's a little easier to find. Thanks again to everyone though.
Lcd Screen
the cheapest i found was $65 for the lcd and $8 Shipping from. WWW.HTCLCD.COM comes with the tools to replace it.
Good instructions also on their website.
belize2004 said:
the cheapest i found was $65 for the lcd and $8 Shipping from. WWW.HTCLCD.COM comes with the tools to replace it.
Good instructions also on their website.
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Thanks a lot! I'm ordering now and will see how it all works out.
I found a new place that will replace the screen with quick turnaround for $125
www.northbayelectronics.com
I am sending mine today!
well my screen cracked... anyone think of a reason this replacement screen won't work? I bought it just now, $14, no big deal if it isn't what I need... but can anyone see how this might not be what I need?
http://cgi.ebay.com/TOUCH-SCREEN-FO...NameZWD4VQQcmdZViewItemQQ_trksidZp1638Q2em124
that auction appears to just be for the touch screen overlay, not the LCD screen.
ericmcintire said:
well my screen cracked... anyone think of a reason this replacement screen won't work? I bought it just now, $14, no big deal if it isn't what I need... but can anyone see how this might not be what I need?
http://cgi.ebay.com/TOUCH-SCREEN-FO...NameZWD4VQQcmdZViewItemQQ_trksidZp1638Q2em124
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Click to collapse
I'm trying it. Please see:
http://forum.xda-developers.com/showthread.php?t=337102&page=10
and the page after. Should be interesting.
i ordered from htclcd.com (redirects to blackberry8100parts.com) on tuesday afternoon; i just received it from DHL. came in two separate boxes, one was the screen and tool, the other was another tool (different sizes). price was 68.80 including shipping from omaha, ne to knoxville, tn. regrettably i left the tilt at home so i can't do the replacement in the office today; i'll update when i've done the replacement (successfull or otherwise...) this evening or tomorrow morning. i'll try to remember to take some pics.
take off the four outer screws, and GENTLY GENTLY GENTLY pry the outer plastic bezel/frame off. you have to remove a philips head screw inside and to the left of the ear-peice speaker (as you look at the board from the back of the ear-peice (i.e. the inside of the bezel); i did not put this screw back on when re-assembling, i did pry the ear-piece connectors up a little to make sure they had enough stroke to make contact. you will need to remove GENTLY the adhesive that holds the sim-carrier to the back of the screen. once the parts are apart you can see the plug to remove the screen from the back of the button pad. reverse to reassemble. you do not have remove any peices from the main body or remove the screen from the main body IF you are only replacing the touch screen. i'll have my pics uploaded some time tomorrow. FYI, htclcd.com did not include the "plastic tool" that you are to use to pry the bezel off with but judicious use of a micro-driver and a guitar pick got the job done; for 20$US less than the competition and 2 day delivery, i am very happy with my purchase from them (htclcd.com = blackberry8100parts.com).
cheers all!
I called AT&T tech support awhile back because of a couple problems I was having.
1st thing I noticed was the backlight settings not holding. I would set it o not turn off. It would stay that way for awhile, then revert back to shutting off at 10 seconds.
2nd problem was the case around the battery heating up when charging.
3rd problem was that the unit seemed to overheat if I used it (mail, internet, basic functions) for more than a few minutes. The display would then shut completely off, I'd have to pull the battery to shut it down, let it cool off then reboot.
Tech support turned me over to warranty repairs, who sent out a new phone.
I put the old one in the buble envelope they provided, stuck their label on and mailed it back.
I received my old phone in the post today with a big dent on the screen, and an arrow sticker pointing to the dent. When powered on, the screen shows a splat where the dent is and cracks widening out from it with no actual display visible.
The screen was in perfect condition when I mailed it out.
Now they want me to pay $500 for the new phone that they mailed me because "physical damage isn't covered".
BUT the phone wasn't damaged before I mailed it in. Obviously, I'm angry. I need to call AT&T and discuss this with them. I'm wondering if this has happened to anyone else, and if so, how did you deal with it? Or if anyone has any advice for how to deal with AT&T on this matter?
Thanks,
Kari
this seems odd..att states in their terms once you send out your device it becomes their property and they will not send it back under any circumstances..just keep calling them and calling..it might take you 5 hours of total talk time but you CAN get what you want trust me..i had a broken usb port (from the first version of the tilt that was released which was porly manufactured) which MANY people on xda had similar issues but nothing on att's or htc's side had been documented and they kept telling me "no its not covered blah bla" and finaly after about 4 hours of total talk time (mostly holding and reexplaining the situation 1 million times) i got an elevated elevated elevated personnel who put a note to waive all charges when the device was inspected so dont give up..just demand to be speak to elevated personnel and dont let your guard down make it clear that you sent it in for so and so reasons and why would you send it an obviously physically damaged device...DONT GIVE UP UNTIL YOU GET WHAT YOU WANT
Well thats a bumer, it all depends on who you talk to, when you call AT&T or the insurance company. I assume you have asurion . But my advice is to call asurion and not at&t because they have nothing to do with at&t , and demand to speak to a supervisor , and forget about the operator and request a transfer. Incase the you still have the envelope to take pictures of it and submit it to the returns claim after speaking with a supervisor. Thats if the envelope shows any external damage you can say it was the S&H carrier . its going to be a tough one but you can win. From my experience with asurion i had never had a problem . i have always reported my phones from at&t and sprint/nextel As lost or stolen , therefore they cannot demand a return on the phone. i have done it for over 4 years and have gotten over 5 thousand dollars in phones some i sold some where really lost or broken, but even if they was broken i still said lost or stolen. hope it helps for your next insurance experience.
Update
Well, I only had to talk to one person and they agreed that the phone was damaged after shipping, and removed the almost $500 charge.
Hurrah and thanks for the advice.
Which story is the truth?
The one here or the one on this Ebay listing?
Could be a coincedence. But if not that's pretty shady.
herecomesthetornado said:
Which story is the truth?
The one here or the one on this Ebay listing?
Click to expand...
Click to collapse
They probably buy their red arrows at the same store.
recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........
What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml
thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed
the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(
I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***
sounds shocking. Good luck mate and what country are you in?
I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.
I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...
Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days
i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...
I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.
Did any of you here swap your phone with HTC and your phone was unlocked?
My phone's defects are obviously hardware: Power button failing and Screen has a gap around sides, (Dust gathers around screen everyday, have to clean manually).
Can they charge me for unlocking and rooting it, even though these issues are hardware specific? Anyone has a story to share?
During the call, the HTC Rep told me that "we will charge your credit card for any non-warranty problems." Does unlocking count as one?
yes they will charge you for having your phone rooter,cause is out of the warranty that's what they told me over the phone...
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
I just had my Nexus One (unlocked bootloader) replaced through HTC without a charge for a similar hardware defect. When I called, I didn't mention anything about it being rooted, nor did he ask. I received my replacement, HTC received my defective unit, and I was told my ticket was closed with no charge on my account.
The replacement I received has a new defect and I'm currently awaiting another replacement to swap it out as well. I don't think they care, but I wouldn't parade around talking about it. Just be courteous and flash everything back to stock as much as you can.
Ok, thanks for the info! It would be great if they didn't charge me for this.
Please keep us informed on how everything turns out. Several people have said they've had no trouble. It would be nice to get a list if reasons for RMA with success rate. I have a fairly strong feeling as long as it's hardware related and involves no root caused problem (led from n1 torch, speaker from louder music, etc.) the rate would be pretty high. HTC really, in all the times I've had any problems has been one of my favorite call centers to contact.
I have successfully swapped my phone. I had the dust under screen issue and i called them up. Not questions asked about unlocked. I got my phone and they waited a week or so and i saw my ticket was closed. Now im calling back because my replacement one now has dust under the screen also.
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Coderedpl said:
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
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Click to collapse
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
I got mine on craigslist too, not that AWESOME of a deal since i pretty much just got the phone (the charger barely charges) and the usb i got from a small cell store at a mall doesnt work...pfftt
so I need: Data cable, charger & car charger.
bleh
futango said:
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
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Click to collapse
you didn't have to show proof or purchase/receipts?
blt51 said:
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Click to expand...
Click to collapse
I'd like to know the answer to this too. My phone has a stuck pixel but I also dropped it and now there is a crack in the screen. I'm wondering if they'll charge me for the swap.
I've had my N1 replaced almost 5 times, so I have some experience with this. Everything was perfect with my first phone except for one dead pixel, which was only visible from certain angles. However, considering the price that I paid for the phone, it wasn't acceptable from my perspective.
I read a lot about people having successes with replacements so I decided to do a swap. My recommendation is to think about doing a swap very carefully. Each time a replacement was sent to me, I found new problems with the phone.
For example, one replacement had a weak vibrate while another had a camera that took oversaturated photos. One of the phones had minor scratches on the screen. Another replacement turned out to be the replacement that was sent to me which I sent back (but with a different sticker and IMEI).
So I think that if the phone is not damaged significantly, such as huge cracks, they will not charge you any fees. So minor scratches on the phone and "normal use" damage is fine.
Also, if you purchased your phone from someone else, you will still be under the warranty and do swaps. I've asked this through the phone twice and both times I was told that they decided to honor warranty transfers.
HTC gave me a new one was well with unlocked bootloader. The problem with my phone was a software issue too. No questions asked.
This is great to hear.
I traded my iPhone 3GS for a N1 on craigslist only to discover it has some sort of hardware problem - Strange rebooting - not sure if it's heat related (doesn't seem so) or bad RAM (I've seen many reports). Went the replacement route (that's another story all together - http://forum.xda-developers.com/showthread.php?t=698156) and am awaiting the new unit. Just got my return shipping label, hopefully they wont charge me either!
x986123 said:
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
Click to expand...
Click to collapse
I had my Nexus One rooted and it was sent it to HTC for "power button failure" and they fixed it for no extra charge. Came back with a more firm-feeling power button and relocked.
They tried to charge me but after some reasoning with the right person on the phone they dropped the charge. You can also file a ticket with the Google Sales team and they will make sure you are not charged if you have a manufacturing defect unrelated to your phone being unlocked.
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
adamhlj said:
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
Click to expand...
Click to collapse
Hey, I would try calling HTC again and talk to another representative if you want to do a swap for a replacement; sometimes the customer representatives tell you what they know and so they give different responses.
The warranty specifically says:
If you have engraved your phone with a personal message, the device that you receive will not include the engraving, and the engraving on the defective device will not be sent back to you. If you want to keep your engraving, you can opt for the express repair option.
Click to expand...
Click to collapse
That is, unless you want to keep the engraving.
Good luck!
Hello all! Just had something wonderful happen.
I recently got the S5 Active from AT&T. The phone I was using beforehand was the HTC G1 (what a throwback!), so naturally when I get a phone that is supposed to block water from damaging it, I tried it. The surprising thing was, the first few times it worked underwater, no issues at all. Then, one day, to demonstrate to my friends how much better my phone was over iPhones everywhere, I dropped it in a pitcher of water in front of them, just like they did in the commercial. It worked immediately after, but a few minutes later it just shut off. I ripped off the cover and saw there was water everywhere by the battery. It looks like there was a little cut by the seal of the back, which is what I presume to be the culprit to be. The screen would not turn on, even after several attempts to resurrect it.
I ended up setting up a claim with Samsung, even though the man on the phone said they would not cover water damage at all. For kicks, I wrote a little note saying what happened, and how I would appreciate it if they could fix my phone, and slipped that in the package.
Low and behold, I received a new phone from Samsung! Even though they said I wouldn't get anything, a working S5 was just shipped to me. It isn't the one I sent in, so I assume it's a refurbished one. It also came with a new back and battery.
Anywho, I just wanted to explain what happened to give some peace of mind to anyone out there was frantically Googling what is going to happen to their water resistant S5 Active after water slips through the cracks. Cheers!
Hello.
Hey there,I am EXACTLY in the same situation as you are,please tell me what should I do now.I have left 22 months of warranty,I have the IMEI and serial number.But I can't find my bill (for purchase date they ask).I would appreciate if you help me mate.Im really scarred and I dont want to pay for the phone again.I guess the phone is totally damaged,as it doesn't even vibrate,turn on.It is completly dead.My cover was safely as my charger slot.And if they examinate the phone and the warranty cant cover the damage,what are the chances to ask for more than 200$?Please I need any information!
khryzye said:
Hey there,I am EXACTLY in the same situation as you are,please tell me what should I do now.I have left 22 months of warranty,I have the IMEI and serial number.But I can't find my bill (for purchase date they ask).I would appreciate if you help me mate.Im really scarred and I dont want to pay for the phone again.I guess the phone is totally damaged,as it doesn't even vibrate,turn on.It is completly dead.My cover was safely as my charger slot.And if they examinate the phone and the warranty cant cover the damage,what are the chances to ask for more than 200$?Please I need any information!
Click to expand...
Click to collapse
First of all the warranty is 12 months unless you bought square trade or something. And if the S5 active is anything like the S4 active, they don't advertise it but they will replace it because there's no way to tell whether it failed at being "water resistant" or was fully submerged. As for the receipt, sometimes they ask for it and sometimes they don't. If you can't get it replaced through your carrier, the best option is to use the Samsung support chat & they'll tell you what you need to submit. Otherwise the carrier should have a receipt on record
Water damaged Samsung Galaxy S5 HELP!
Hey, I read your thread and I thought it was exactly similar to my situation, except after calling customer service many times, they told me they would not replace my phone. I was wondering you talked to or requested on the phone when you called? Any tips? Did you write to anyone? Is there anything you'd recommend that I do?
My email is [email protected]
I'd really appreciate you getting back to me, thanks!
Hi I'm in the same situation. I was wondering how you went about doing this...
I used the live chat and she gave me a ticket number and told me to call the voice customer service people. I was wondering if that was all they did.
If you could please get back to me with info that'd be great my email is
[email protected]
Don't be fooled by Samsung and AT&T Commercials for the s5 Active!!!
Up until just a few days ago, I have been a very loyal Samsung and AT&T Customer. Both my husband and I have Samsung phones, Samsung Tablets, and have been customers of AT&T forever. I was EVEN thinking about purchasing the Samsung Smart phone. Not anymore.
It is beyond comprehension to me at this time that NEITHER AT&T NOR SAMSUNG will apparently stand behind their products! Although BOTH AT&T AND SAMSUNG advertise that the Galaxy S5 Active devise is rated IP67 using the Ingress Protection rating system! As the Samsung user manual AND the AT&T commercials state: "The dust rating is 6 (highest level of protection), and the water resistance rating is 7 (WATER RESISTANT UP TO 1 METER for UP TO 30 MIN). Watch their commercials ...but don't be fooled.
My phone was in contact with water for less than 3 seconds! ( It accidentally dropped in water and was retrieved almost instantly) LESS TIME THAN advertised:
The phone turned on for a few seconds...then went off....Then an hour later turned on with a green screen...then back off and was totally dead. I sealed the phone in a desiccator for three days and it still would not come on. Samsung service said yes, it was under warranty and to send it in. IF they couldn't repair it , they would send an new one. Guess what!? They lied. I just received my original phone in what looks like worse damage than I sent it and I have been told that the mother board is fried..( NO DUH!) And that voids the warranty?
My mind is spinning. I really loved my Samsung Active, but I am sooo disappointed in the Service and the fact that Samsung would not replace it since it was less than a year old!
I posted a complaint to Samsung's Mobile Facebook page and immediately got a response to private message them. I got the same "canned" response there as well. I may as well go bang my head on a wall. Thank you for taking the time to at least listen to my "rant".
This is how this is done!
If you are reading this post, you probably dropped your s4/s5 Active phone in a glass of water or decided to take it with you swimming. If you did, I am sure you have now realized the error of your ways! ANYWAYS.... if you want any chance of getting your phone fixed WITHOUT paying for the repair, just follow these simple instructions!
Make sure the phone is in warranty! If it's over a year old, the manufacturers warranty is expired and this is not info you need. They will not fix a phone for free if its out of warranty... (well, most of the time! lol)
IF ITS WARRANTY IS GOOD.... Read on! Or, I guess if it's bad just read on anyways... although most of this won't help you in that case...
The first thing you have to know before you even pick up your phone to call Samsung and the most important thing in this process, is to understand that Samsung is not responsible for ANY ACCIDENTAL DAMAGE, PERIOD! So with that out of the way....
Call up Samsung's Technical Support and Give the representative any information they need. Next when they ask why you are calling, simply tell them what symptom you are having and immediately state that you have verified that it is still under warranty and that you'd like to send it in for repair.
Now, you must watch what you say from here. your best bet is pleading the fifth, but they will ask you questions you are going to have to answer... Like, Has your phone suffered any physical or liquid damage?...
Well the obvious answer if you're reading this forum, is YES!!! But let's think about this real quick... If you're calling in about a G870a, it's specs show that it is ip-67 certified, which means it should be "dust and water resistant up to 1 meter and 30 minutes." So should that 5 seconds in a cup really have done it in??? Common sense argues, NO! And this should be your thought process when being asked the question I wrote in the last paragraph.
This is where most of you loose the chance of ever getting the phone repaired under warranty again! And remember you don't want to lie! If you do you'll just get an e-mail after sending it in telling you that the damage is NOT covered. They will then give you a quote for the cost of repair, and tell you that if you do not respond, the phone will be sent back to you AS IS.
So how do you get it fixed for free already?!?!?!?!
The goal now is to make sure you don't incriminate yourself! SOO.... If I dropped mine in a glass of water to show it off to friends and they asked me weather or not it was physically or liquid damaged, I WOULD say something like this...
"No, this phone has been taken care of VERY well it's whole time in my possession, and nothing has occurred that the phone was NOT built to handle based on the specifications listed on Samsung's web page for my SM-G870a specifically. It is in great shape and **** simply stopped working properly after it was briefly submerged in shallow water. I purchased this phone because it's ip-67 certification and it should be fine after such a small indecent!". (**** could mean anything from the LCD to the charger port and anything in-between)!
Now, a good rep will notate that information on your case and provide you with an RMA number, that is, if your phone was in fact under warranty still. Then they send you a shipping label and instructions. Now you just send the phone in following all their instructions. and you should get a nicely refurbished phone in the mail 7-14 days after they receive it!
Easy, right!?!?!
NOT EVERY TIME!!!
If the rep decides to tell you that the phone cannot be serviced under warranty and there will be a charge for the repair......
DON"T GET MAD! It will ensure the status of your phone to be flagged as "beyond economical repair" and it will no longer be covered under warranty again!
Simply tell that rep, that you disagree with that policy and ask KINDLY to speak to their supervisor. (remember, they are going to brief the supervisor on the situation before you talk to them and you don't want them degrading your character!!!)
When you are finally connected to the supervisor, you must be FIRM but KIND, and assert yourself as knowledgeable but not with too much confidence. In laymen terms, treat them like your Grandmother!
Tell them ONLY that you are attempting to send your phone, which in is warranty, in for service and that the previous representative told you it MAY not be covered under the warranty. Then, without hesitation, reiterate to the supervisor now, that this phone is listed on their documentation as ip-67 certified and that the conditions that caused the failure SHOULD NOT HAVE CAUSED THE DAMAGE IT DID!
After that, you must also make sure they understand that you understand that certain measures on the users behalf are expected to meet the ip-67 certification. They must be convinced that your were using proper operating procedures and were using common sense when the phone was damaged.
Any supervisor is going to have a very hard time arguing that type of common sense and will probably place you on a short hold before returning to the line and informing you that they will make an exception, but if the phone is found to be badly damaged, there may still be a charge for repair. AGREE WITH THIS!!!! They will create the RMA and send you the shipping label and instructions
WAS ALL THAT A WASTE OF TIME??? Are they going to try to charge me for the repair anyways??
Most likely not... it should be notated to the tech, and they usually overlook the liquid damaged, because of your conversation with the reps on the phone.
BUT in SOME CASES there is one last step to ALMOST 100% ensure the repair/replacement of your phone FREE of charge!!! and this will probably be the most important step for a lot of people! Especially if a lot of water made it into the device!
All I am asking is for you to "like my Business Page for Capital City Computer geeks on Facebook and comment on my Liquid damage post!
After you do, I will message you the last step!!!! I know a lot of you won't need this last bit of info, but it's the most valuable piece to the puzzle and can make the biggest difference!
Head over to Facebook and search for Capital City Computer Geeks to get the last step!!!!
And if you liked this post or succeeded with my help, please take a second to go there and like my page anyways!!
Maybe, just maybe that'll help get some more priceless info outta me
Good Luck Everyone! Let's make sure we all get what we pay for!
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