Related
I have some massive light bleed and unbalanced speakers. Also sometimes the charger doesn't work for some odd reason.
I'm considering RMA'ing this back to Asus. This item was actually fairly new I think because I received it around 5/13 after TigerDirect received a shipment but apparently the issues weren't ironed out.
I'm thinking I should maybe wait until middle of June at the minimum before trying my chances with an RMA because they may not have issues sorted out. What I'm actually curious about is what the RMA process entails?
What do they send back to you? Has anyone had their TF repaired not replaced? Or do they only replace them?
Also do they only send you a unit back or do they send you a brand new TF in a sealed box? I'm a little hesitant about sending a unit in and getting a unit back without a matching box (OCD).
im on the same boat i want to know the experience of someone because i broke my lcd and im doing a rma for repairs...
Why deal with them? I heard it'll take 2-3 weeks to get it back and they make you pay to ship there. Just go to your retailer and get it replaced that way.
I have some experience with RMA. My display went dead and I could only access my TF via the HDMI port. It was a little trouble preparing the device for RMA because I had a custom kernel and custom ROM running
I was also a little concerned because you don't read a lot of good things about ASUS RMA on the web (just google for ASUS RMA). But my experiences were rather positive.
Important note: Write down your S/N before you send in your device, you might need it later to track your repair status!
After I contacted their support I got an email where I should describe the problem. After I explained my problem, I got another email with a return form and a form to describe my problem again, this one was sent in with my device. Besides that, I got a repair number.
I sent in my device (only my device, no charger or cables or other accessoiries) in the original box with the return form and problem description and could track my repair status with the repair number or Serial number on rma.asus.de (If your repair number doesn't work, use your S/N or contact the support, the repair number seems to change when the device arrives for repairing. They forgot to mention that )
The shipping was rather slow, but after my TF was delivered, it took them exactly 3 days until it was on its way back to me, and another day until it arrived. The display was fixed of course, and the newest firmware update was installed without deleting my data.
As you can see, they don't replace it if not necessary, they repair it. And it is quite easy and fast.
Hope I could help you a little bit.
Regards
qwer23
edit: since I'm from Germany, all this info is about the German ASUS RMA, of course. I don't know how reliable they are in other countries and regions.
I don't know about others but for me, because I can't?
TigerDirect has a no returns/no exchanges policy.
akarol said:
Why deal with them? I heard it'll take 2-3 weeks to get it back and they make you pay to ship there. Just go to your retailer and get it replaced that way.
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Click to collapse
I can't confirm this, read my post above. But on the other side, I'm from Germany, I don't know how reliable ASUS RMA is in your country.
Tubular said:
I don't know about others but for me, because I can't?
TigerDirect has a no returns/no exchanges policy.
Click to expand...
Click to collapse
Did you even try?
http://www.tigerdirect.com/sectors/help/return.asp
Not trying to sound rude or anything. It's right there on the bottom of the page.
akarol said:
Why deal with them? I heard it'll take 2-3 weeks to get it back and they make you pay to ship there. Just go to your retailer and get it replaced that way.
Click to expand...
Click to collapse
in some cases you can't. i bought from tiger direct and it clearly states that all rma's go directly back to asus for whatever reason. luckily mine is in good shape
DKYang said:
Did you even try?
http://www.tigerdirect.com/sectors/help/return.asp
Not trying to sound rude or anything. It's right there on the bottom of the page.
Click to expand...
Click to collapse
The Asus is special. TD has the following restriction on them.
This Product Has Limited Exchange Privileges.
Only defective exchanges for identical item within 30 days of purchase permitted on this product. After 30 days, please contact the manufacturer at: (888) 678-3688.
Since the OP got his in early May he would definitely have an issue returning in the middle of June.
Just Dropped my one week old moto g about a foot from the floor and the glass has cracked, gutted
wow i cant believe how fragile they are it only slid off the couch onto the laminate floor, serious try not to drop it !
anyway just wondering what my options are about getting it replaced, i purchased it from phones4u, could i get it repaired through them or what ??
any suggestions would be really gratefull
shootomanUK said:
Just Dropped my one week old moto g about a foot from the floor and the glass has cracked, gutted
wow i cant believe how fragile they are it only slid off the couch onto the laminate floor, serious try not to drop it !
anyway just wondering what my options are about getting it replaced, i purchased it from phones4u, could i get it repaired through them or what ??
any suggestions would be really gratefull
Click to expand...
Click to collapse
i have no idea to help you but,
Could you please post a picture of that cracked screen ?
cant post a picture as ive not got another camera, it would be hard to take a picture of it anyway, it is a crack right across the phone ;(
It's not just the screen but also the Gorilla glass you have broken ( Correct me if I am wrong ) so according to me you should go to Moto's service center as only they can replace your screen.
PrimeNexes said:
It's not just the screen but also the Gorilla glass you have broken ( Correct me if I am wrong ) so according to me you should go to Moto's service center as only they can replace your screen.
Click to expand...
Click to collapse
sorry for the confusion it is the glass that has cracked, the screen is ok and responds to touch ok aswell, ive contacted motorola and ive got to send it to them for repair, chargeable of course but dont know how much untill i have a quote, i will let everyone know how much it was when its sorted.
Well how much did it cost ? It was unfortunate you broke your new phone Well but it's a good lesson for others
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : https://extranet.sbe-ltd.co.uk and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out sbe-ltd.co.uk out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Hey year SBE do that! I work for there rival. Most likely did not have parts in stock so unit swap was done. Just curious how much did it cost and where did you get your moto g from?
Sent from my XT1032 using xda app-developers app
Arf I have the same problem.
My screen is cracked!
Nobody want to repair it in france...
shootomanUK said:
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : https://extranet.sbe-ltd.co.uk and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out sbe-ltd.co.uk out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Click to expand...
Click to collapse
That is awesome! Congrats!
shootomanUK said:
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Click to expand...
Click to collapse
That's amazing, but can you tell us how much it cost you ?
I just cracked the glass on mine and it is only 1 month old.
Thanks.
blindscout said:
That's amazing, but can you tell us how much it cost you ?
I just cracked the glass on mine and it is only 1 month old.
Thanks.
Click to expand...
Click to collapse
they sent me a Brand New Moto G free of charge !!!
shootomanUK said:
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : https://extranet.sbe-ltd.co.uk and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out sbe-ltd.co.uk out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Click to expand...
Click to collapse
Great that you got it sorted. I dropped my Moto G from a small height today and the LCD has completely bled, I can just about use the phone. Annoyingly, not a single cosmetic scratch! Kind of surprised it got damaged so easily. Just to clarify, you weren't insured? I'm thinking of going down the route you've outline in order to get this sorted. Did you just email motorola and they commissioned the repair through SBE? Any details you could give of your process that might help me receive a free replacement too would be massively appreciated :good:
Mail them here, i have come to this conclusion.
Also buy a case, i will be now lol - I thought it was gorrilla glass.
solowkey said:
Mail them here, i have come to this conclusion.
Also buy a case, i will be now lol - I thought it was gorrilla glass.
Click to expand...
Click to collapse
Sent it off to the service centre today, fingers crossed! I know, guess the G is a little more fragile than we thought - definitely buying a case if they send me a new one.
galaimo said:
Sent it off to the service centre today, fingers crossed! I know, guess the G is a little more fragile than we thought - definitely buying a case if they send me a new one.
Click to expand...
Click to collapse
Hope it comes through, you just emailed them from the page i linked yeah? havnt had chance yet...
solowkey said:
Hope it comes through, you just emailed them from the page i linked yeah? havnt had chance yet...
Click to expand...
Click to collapse
I just rang up and explained the damage, they then emailed me the details regarding repair. The address for the the service centre is the same one used by the OP, SBE LTD, so I'm feeling hopeful. I'll keep you update with how it pans out :good:
Just emailed them and got a response telling me to phone a american number and that it would be $125, Hoping the wires have been crossed somewhere as this is no good in the UK!
Jacques993 said:
Just emailed them and got a response telling me to phone a american number and that it would be $125, Hoping the wires have been crossed somewhere as this is no good in the UK!
Click to expand...
Click to collapse
Nah that's not correct. Here's the email I received when I asked about repair:
hank you for contacting Motorola.
We are sorry that you have been experiencing a fault with your Motorola phone and due to this we would like to suggest that you send your phone to our repair centre. The address for our repair centre, for our UK based customers, is:
SBE (UK) LTD
Unit 2A Motorola Repair Centre
Beaver Industrial Estate
Beaver Road
Ashford, Kent
TN23 7SH
When sending your phone to our repair centre we would recommend that you follow the guidelines below:
• That the phone is protected and cushioned within its packaging and sent for repair using a jiffy bag.
• That you ask for proof of postage at the Post Office.
• That your phone is insured against loss and damage.
• That when posting to us that you use a service that has track and trace.
In addition to the recommendations above we would also request that you:
• Keep a note of the IMEI number of your phone (this can be found on the back of the phone under the battery, the side of the box, or by dialing *#06# on the main screen of your handset).
• Please do not send any accessories with your phone including the battery, memory card, sim card, charger, back cover, original box etc with your phone. If any accessories are required then we will request this from you but please note that the repair centre may not return any unnecessary items.
• Please do backup any contacts, pictures, games and ring tones as there is a high risk during repair that these will be lost during the repair process
Lastly we would also request that you include a note with your phone with the information:
• A description of the fault
• Your name, return address and a daytime telephone number
• The reference number provided by Motorola which can also be found at the top of this email
• A copy of your proof of purchase (not the original)
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 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.
If you wish to track your repair then please visit: http://extranet.sbe-ltd.co.uk using your IMEI number from your phone.
We fully appreciate the inconvenience that this has caused and we hope to resolve this for you.
For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 0870 901 0555 to discuss the matter further with one of our experienced customer service agents. Please contact us anytime between the hours of 8:30am and 6pm Monday to Friday and Saturday 8am to 2pm.
Kind regards,
Motorola Mobility
UPDATE
Just got a knock at the door from the postman with a white box containing my Moto G with a brand new screen replaced under warranty free of charge! This is despite my device having an unlocked bootloader. I'd urge anyone who is hesitant (as I was) to send off their damaged Moto G. Despite the poor reviews all over the net, it seems SBE are offering a quality repair service. :good:
Found somewhere online that Google offers a one-time deal where if you break your device, you can get a refurbished one sent to you as long as you have purchased from the Play Store, within one year of the requested exchange.
I called Google, the offer is real, I just didn't have the IMEI number handy, only catch is that they put a hold as if you're buying the phone brand new. You get it back once you call and provide a tracking number for your device sent back to Google.
My question is has anyone done this? They weren't able to verify stock on the 32gb White model, I may be able to get a different model if I ask but I don't know yet.
I'm just curious of the quality of the refurbished device. Bad thing is that I don't have the IMEI sticker on the back of the device, nor can I boot it up so I don't know how to get the damn number.
stevew84 said:
Found somewhere online that Google offers a one-time deal where if you break your device, you can get a refurbished one sent to you as long as you have purchased from the Play Store, within one year of the requested exchange.
I called Google, the offer is real, I just didn't have the IMEI number handy, only catch is that they put a hold as if you're buying the phone brand new. You get it back once you call and provide a tracking number for your device sent back to Google.
My question is has anyone done this? They weren't able to verify stock on the 32gb White model, I may be able to get a different model if I ask but I don't know yet.
I'm just curious of the quality of the refurbished device. Bad thing is that I don't have the IMEI sticker on the back of the device, nor can I boot it up so I don't know how to get the damn number.
Click to expand...
Click to collapse
its also on the box
simms22 said:
its also on the box
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Click to collapse
Yea, see, this was from 11/2013 so right when the thing came out, I've moved since then and have no idea where the box is. I MIGHT be able to boot up but I'm not sure. I'll ask Google and see what they can do, has to be something they can do.
Is this only available in the US?
Sent from my Nexus 5
dicecuber said:
Is this only available in the US?
Sent from my Nexus 5
Click to expand...
Click to collapse
From what I read, yes, as of September 2014 you can find a couple of articles talking about the "promotion" or whatever you want to call it.
its a real promotion, us customers only. i tried to get them to fix mine, but mine was bought through tmobile.
simms22 said:
its a real promotion, us customers only. i tried to get them to fix mine, but mine was bought through tmobile.
Click to expand...
Click to collapse
I just hope they don't give me any crap about the IMEI, I'm pretty sure they have it on their end with the transaction ID, besides, once they refurb my device I'm sending them, they can verify it.
stevew84 said:
I just hope they don't give me any crap about the IMEI, I'm pretty sure they have it on their end with the transaction ID, besides, once they refurb my device I'm sending them, they can verify it.
Click to expand...
Click to collapse
they probably could get the imei off of it after they get it physically.. why cant it boot?
simms22 said:
they probably could get the imei off of it after they get it physically.. why cant it boot?
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Click to collapse
Well it boots, but the digitizer is busted and there is zero touch responsiveness. So it may as well be dead. I've taken it apart and checked all of the connections but nothing seems to be out of place. I thin maybe the ribbon is torn between the shell and the digitizer itself. I was going to tear the two pieces apart but I'm always scared to because that glue is so damn sticky.
stevew84 said:
Well it boots, but the digitizer is busted and there is zero touch responsiveness. So it may as well be dead. I've taken it apart and checked all of the connections but nothing seems to be out of place. I thin maybe the ribbon is torn between the shell and the digitizer itself. I was going to tear the two pieces apart but I'm always scared to because that glue is so damn sticky.
Click to expand...
Click to collapse
if you boot into the bootloader(no need to touch the screen), itll list a serial number, which might help.
simms22 said:
if you boot into the bootloader(no need to touch the screen), itll list a serial number, which might help.
Click to expand...
Click to collapse
Ahhh ok awesome, I'll check it out when I get home.
Turns out the IMEI number is on the inside of the back cover, so I got everything handled and the replacement will be at my house today. Google gave me free overnight air shipping which was awesome.
Also, the first time I called, they lady was aware of the "promotion" and was about to push things through if I had the IMEI, the seconds time I called, they were a little more reluctant and I got the whole talk about how a broken screen isn't covered bla bla bla, then I got put on hold for about 10 minutes. She comes back stating this isn't a promotion or a written policy, and it's a one time offer, but we can replace the device with a hold on your credit card....so yea, nothing to it, just had to ask.
I was told I cannot exchange my Xperia Z3 at a store even if I ordered there because it came by mail. Call TMO customer care and tell them to cross ship you a new one. They will ask if you want warranty or new one. Say you want brand new, if they ask for $50 restocking refuse it like I did and they will agree after a few mins. They will refund your tax charge and charge it again as a fresh order.
Having said that, it is on backorder at TMO, waiting for tracking still. I re ordered a new one yesterday.
Just wanted to let people know so they do not get charged extra or get a refurbished device.
Why did you want to exchange it? What was wrong?
s1dest3pnate said:
Why did you want to exchange it? What was wrong?
Click to expand...
Click to collapse
I think I'm going to exchange mine too!! The glass on the back panel is all scratched up and I took it out of the box that way!! Do you think they will refuse me because It's just cosmetic??
s1dest3pnate said:
Why did you want to exchange it? What was wrong?
Click to expand...
Click to collapse
I had severe light bleed at night on right side in intervals along the frame, and frame was slightly indented towards the display near the power button.
HaileyB said:
I think I'm going to exchange mine too!! The glass on the back panel is all scratched up and I took it out of the box that way!! Do you think they will refuse me because It's just cosmetic??
Click to expand...
Click to collapse
I doubt they will refuse, as this is supposed to be a brand new device.
abhinav.tella said:
I doubt they will refuse, as this is supposed to be a brand new device.
Click to expand...
Click to collapse
Called T-Mobile, the box it came in was all dented up and the bottom corner of the phone is raised up. Also have an issue with terrible battery life and calls just failing constantly ( I live in a total LTE area for T-Mobile)
They are overnighting me a new one after I called support, got transferred 3 times but was within my "buyers remorse period" so I will be sent a brand new phone.
Got a confirmation that the re-order was processed just waiting on shipping info.
Smoothcrm7 said:
Called T-Mobile, the box it came in was all dented up and the bottom corner of the phone is raised up. Also have an issue with terrible battery life and calls just failing constantly ( I live in a total LTE area for T-Mobile)
They are overnighting me a new one after I called support, got transferred 3 times but was within my "buyers remorse period" so I will be sent a brand new phone.
Got a confirmation that the re-order was processed just waiting on shipping info.
Click to expand...
Click to collapse
Good you got that over with, I just gave mine to UPS and returned home. I had to calmly argue with the lady rep on TMO for like 5 minutes to forgoe stocking charges as its not our fault if a brand new device is defective. She talked to her manager said they would waive it. Make sure to check on that.
abhinav.tella said:
I was told I cannot exchange my Xperia Z3 at a store even if I ordered there because it came by mail. Call TMO customer care and tell them to cross ship you a new one. They will ask if you want warranty or new one. Say you want brand new, if they ask for $50 restocking refuse it like I did and they will agree after a few mins. They will refund your tax charge and charge it again as a fresh order.
Having said that, it is on backorder at TMO, waiting for tracking still. I re ordered a new one yesterday.
Just wanted to let people know so they do not get charged extra or get a refurbished device.
Click to expand...
Click to collapse
Do you have to return your phone right away or can you wait until you receive the new one?
edwardlanti said:
Do you have to return your phone right away or can you wait until you receive the new one?
Click to expand...
Click to collapse
They can do cross shipping, meaning they will send you one before you send yours, however the phone is on backorder again so you will have to ship yours out otherwise you will get double charged if it does not reach in time. This is because it is considered a return and repurchase.
I called and the lady was very nice ( a first) She said that she would send me and email with the new phone info within 24 hours and that she understood my frustration. She also said that they would change me the taxes for the new phone but credit me the taxes for the first one No mention of a restocking fee or the phone being backordered. So lets hope TMo doesn't find a way to screw this one up!
Do you have to pay for the return shipping and insurance?
Inc-Roid said:
Do you have to pay for the return shipping and insurance?
Click to expand...
Click to collapse
I didn't UPS did not tell me if insurance was paid for by TMO, crossing my fingers.
Inc-Roid said:
Do you have to pay for the return shipping and insurance?
Click to expand...
Click to collapse
Update. MyTmobile Account shows that they 1. have my shipping information wrong. and 2. Are going to charge me $25.00 for shipping the new phone. Uhh, no. I'm going to call tomorrow. Silly me for thinking Tmobile would do anything correctly.
HaileyB said:
Update. MyTmobile Account shows that they 1. have my shipping information wrong. and 2. Are going to charge me $25.00 for shipping the new phone. Uhh, no. I'm going to call tomorrow. Silly me for thinking Tmobile would do anything correctly.
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Click to collapse
Overnight shipping charge, I got that too.
To all shipping phones back to t-mobile. Make sure you keep all tracking info. You should also add insurance. I returned an iphone 6 plus a month ago and they still have not found it. I am arguing with them on the eip which they charge me monthly even though i do not have the phone. Again, make sure you track add insurance and signature before shipping back.
rsohne said:
To all shipping phones back to t-mobile. Make sure you keep all tracking info. You should also add insurance. I returned an iphone 6 plus a month ago and they still have not found it. I am arguing with them on the eip which they charge me monthly even though i do not have the phone. Again, make sure you track add insurance and signature before shipping back.
Click to expand...
Click to collapse
I'm having the same issue, btw insurance means nothing because item shows as received.
so things to look out for are...
- Light leak
- purple/Bad/Noisy Camera Performance
- red spot on Camera
- cosmetic damage
...anything else?
Myst3ry said:
so things to look out for are...
- Light leak
- purple/Bad/Noisy Camera Performance
- red spot on Camera
- cosmetic damage
...anything else?
Click to expand...
Click to collapse
Well mine if you looked very carefully you could see its frame was indented towards the LCD near the power button, leaving less gap there, just imagine if it cracked there on a hot day because the glass expanded.....
I am sending back the original phone I pre-ordered. TMO sent me a shipping label and all I have to do is drop it off at UPS. Instead of having them ship me a new one I just went into the store and bought a new one. They will refund me the charges of the first phone when they receive it in the mail. What I noticed in doing this however is that the phone I purchased in store was of much better quality. The cosmetics of the phone were seamless, no light leaks, no purple camera and the battery seems to last WAY longer than it did on the one I pre-ordered. This makes me wonder if TMO rushed manufacturing the Pre-order devices and that is why there are so many issues with them? Either way, I am SOO happy I went and bought a new one in store. It's fabulous!!
HaileyB said:
I am sending back the original phone I pre-ordered. TMO sent me a shipping label and all I have to do is drop it off at UPS. Instead of having them ship me a new one I just went into the store and bought a new one. They will refund me the charges of the first phone when they receive it in the mail. What I noticed in doing this however is that the phone I purchased in store was of much better quality. The cosmetics of the phone were seamless, no light leaks, no purple camera and the battery seems to last WAY longer than it did on the one I pre-ordered. This makes me wonder if TMO rushed manufacturing the Pre-order devices and that is why there are so many issues with them? Either way, I am SOO happy I went and bought a new one in store. It's fabulous!!
Click to expand...
Click to collapse
I called my nearest store, no stock, they said maybe tomorrow. I guess I will wait for tracking and stick to the mail order.
I'm glad you got a good one, enjoy!
Who has had to do a replacement? Samsung is telling me that I have to send in my $350 watch and wait for a couple weeks (at best) for them to fix it and send it back. Has anyone that's done this had a similar experience? Can I get them to send a replacement and me send this one back? To me, this is completely unacceptable. I've never had to send back an expensive piece of tech and wait for them to fix THEIR problem.
Nope that's not how it generally works. I've had several electronic items repaired under warranty before from different companies and they always require you to send it in for repair. They will then repair it and send back the original item instead of a new one. The only time complete replacement no questions asked happens is when the store you bought it from agrees to replace it and deals with the OEM themselves afterwards.
I had battery issues on my bluetooth Gear S3 Frontier (India) & had to take it to the service center where they basically replaced the battery & then the motherboard to fix the issue. I kinda ended up with a new watch in the same old body. The whole process took 31 days. No problems since except still waiting for Tizen 3.0 update.
Boo... Yeah, I guess the only devices I have had mess up on me are phones, and whatever carrier I had at that time just sends a new/refurbished one. Good to know.
Sending mine in tomorrow... Tizen 3 started causing overheats and it won't fully charge either. I bought an LG Watch Sport to test in the meantime . Might be time to say bye to Sammy watches. If I can stay away from this beautiful watch and its UI.
Warranty Replacement
Someone asked if anyone had done a warranty replacement. I actually did mine today. For those that have followed my posts, my S3 Frontier watch did a Tizen 3 update which completely screwed my Bluetooth and Wireless which rendered the watch useless with a phone as it could not connect. Having phoned Samsung Customer Services, they were very prompt. They arranged to pick my watch up today, and the provided all the packaging. All I had to do was hand the watch to the UPS rep. They had a fancy box which protects the watch.....gave me a receipt, and told me I would have it back next week. I am impressed so far by their customer service. I will let you know how long it takes before I get it back.
rammitt said:
Someone asked if anyone had done a warranty replacement. I actually did mine today. For those that have followed my posts, my S3 Frontier watch did a Tizen 3 update which completely screwed my Bluetooth and Wireless which rendered the watch useless with a phone as it could not connect. Having phoned Samsung Customer Services, they were very prompt. They arranged to pick my watch up today, and the provided all the packaging. All I had to do was hand the watch to the UPS rep. They had a fancy box which protects the watch.....gave me a receipt, and told me I would have it back next week. I am impressed so far by their customer service. I will let you know how long it takes before I get it back.
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Curious, did you buy this from Samsung, Verizon, AT&T or Best Buy??etc..
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raghu102 said:
I had battery issues on my bluetooth Gear S3 Frontier (India) & had to take it to the service center where they basically replaced the battery & then the motherboard to fix the issue. I kinda ended up with a new watch in the same old body. The whole process took 31 days. No problems since except still waiting for Tizen 3.0 update.
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I had the exact same repair. Too bad Samsung just doesn't take responsibility and notify all users of the widespread problems and offer the repair/replacement.
Warranty Replacement for Gear S3 Frontier
It does NOT matter where you bought your watch at all. The S3 has 2 years manufacturers warranty on it, which covers ALL OTA updates, as they are responsible for the updates.
rammitt said:
It does NOT matter where you bought your watch at all. The S3 has 2 years manufacturers warranty on it, which covers ALL OTA updates, as they are responsible for the updates.
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Thanks for this information as I was not aware that it worked that way... I always try and buy direct from SAMSUNG but in this case I purchased from Verizon as they had one in stock.
Take Care
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I'm still not happy with Samsung for pushing out updates (and not pulling them) that are having ill effect on people's watches. However, I have to say, they really tried hard to redeem themselves with my watch repair. I read on here somewhere that some people's watches were taking weeks to get fixed and sent back. Mine was back in my hands in 5 days. AND, they replaced the entire case except for the bottom plate for some reason. Which means I have a brand new looking watch. And I had a few scratches on it too, a couple bad ones even. I'm seriously very happy right now. I even bought an LG watch sport that was probably going to replace my frontier, and it's going back. At least Sammy is trying here.
My BT Frontier went into a reboot/freeze loop on January 5. I called the warranty department and received a ticket # on the 7th. Shipped back on the 8th. Received notification that Samsung received it on the 10th (which stated I should have it back in 5 business days). Received another notification on the 10th stating that my repair was on "temporary hold due to an unavailable part". I have not received any further updates since then. I sent an email yesterday inquiring as to status, since I hadn't heard anything in 8 days regarding a repair that was originally scheduled for five days. No answer on that yet. I guess I'll call today. So far I've been without a $350 watch for almost two weeks and have no idea when I'll get it back.
Well, after 3 successful nights in a row of charging without a problem, nor any overheats, it's doing it again... Real effing nice... I'm going to try the shutting it off before charging then seeing if it stops overheating like a couple people have reported. Otherwise, I guess I have to send it back again... All because of an update. Samsung needs to get it together!
** Update***
I called on Friday to ask about the status of my repair and was told that the repair was on hold because a replacement part was not available. So they offered me a full refund of the original purchase price (purchased through Samsung), which I accepted.
Seems odd but I guess it's easier for them to issue a refund check than to send a new Gear.
dcAndroidFan said:
** Update***
I called on Friday to ask about the status of my repair and was told that the repair was on hold because a replacement part was not available. So they offered me a full refund of the original purchase price (purchased through Samsung), which I accepted.
Seems odd but I guess it's easier for them to issue a refund check than to send a new Gear.
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Wow, I am shocked that they did not offer to replace the watch? Did you ask if that was an option? Maybe the Gear 4 is close and they do not have enough any additional inventory on the 3 ??
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maddie01 said:
Wow, I am shocked that they did not offer to replace the watch? Did you ask if that was an option? Maybe the Gear 4 is close and they do not have enough any additional inventory on the 3 ??
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It seemed strange, but I didn't ask about a replacement because the refund seemed like a better option. I took the money and bought a brand-new one (instead of potentially getting a refurbished replacement unit) and I have a new purchase transaction so my warranty period starts over with the new one (a replacement would have still been subject to the original purchase warranty period). Win-win.
dcAndroidFan said:
It seemed strange, but I didn't ask about a replacement because the refund seemed like a better option. I took the money and bought a brand-new one (instead of potentially getting a refurbished replacement unit) and I have a new purchase transaction so my warranty period starts over with the new one (a replacement would have still been subject to the original purchase warranty period). Win-win.
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How long did it take for you to get refunded and in what way were you refunded? My current status for my watch says Cancel and states refund for the last 3 or 4 days but I've received no communication from Samsung about anything at this point..
dcAndroidFan said:
It seemed strange, but I didn't ask about a replacement because the refund seemed like a better option. I took the money and bought a brand-new one (instead of potentially getting a refurbished replacement unit) and I have a new purchase transaction so my warranty period starts over with the new one (a replacement would have still been subject to the original purchase warranty period). Win-win.
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Great point, you did the right thing!!
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dcAndroidFan said:
** Update***
I called on Friday to ask about the status of my repair and was told that the repair was on hold because a replacement part was not available. So they offered me a full refund of the original purchase price (purchased through Samsung), which I accepted.
Seems odd but I guess it's easier for them to issue a refund check than to send a new Gear.
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Wow, that's awesome! I'm surprised too at that. I would think it would cost them less to send a refurbished/whatever unit. Hopefully they'll do something surprising for me too. My watch is still overheating and not fully charging after already sending it in to be fixed...
Sparkz914 said:
How long did it take for you to get refunded and in what way were you refunded? My current status for my watch says Cancel and states refund for the last 3 or 4 days but I've received no communication from Samsung about anything at this point..
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I had to call and ask. My repair status was still "on hold" pending a replacement part. When I called, they said I was approved for the refund because they didn't have a part available. Then they gave me a confirmation number and ended the call. I thought I would get an email after that, or something with further instructions or information. After a few hours of nothing, I called back, and was told that refunds are processed through a different department, and then they transferred my call to the separate department which sounded like it might be at a completely different call center. That person verified my address information, and verified that I was consenting to accept the refund. She then said it would be 7-10 days to process and deliver.
In all honesty, I don't actually have the refund check in hand yet but didn't want to wait another 7-10 days without a watch so I just went ahead and got one in anticipation of the money.
Hope that helps. Not sure if that was my experience just b/c I bought the original direct from Samsung or if that's their procedure for all refunds.
dcAndroidFan said:
I had to call and ask. My repair status was still "on hold" pending a replacement part. When I called, they said I was approved for the refund because they didn't have a part available. Then they gave me a confirmation number and ended the call. I thought I would get an email after that, or something with further instructions or information. After a few hours of nothing, I called back, and was told that refunds are processed through a different department, and then they transferred my call to the separate department which sounded like it might be at a completely different call center. That person verified my address information, and verified that I was consenting to accept the refund. She then said it would be 7-10 days to process and deliver.
In all honesty, I don't actually have the refund check in hand yet but didn't want to wait another 7-10 days without a watch so I just went ahead and got one in anticipation of the money.
Hope that helps. Not sure if that was my experience just b/c I bought the original direct from Samsung or if that's their procedure for all refunds.
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Yea, I just called over and did the same thing. It seems like they weren't going to reach out to let you know you had to call and accept the refund before they would do anything. No phone call, no email.