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Galaxy S4 Repair nightmare

So my wife is the proud owner of a Galaxy S4 and I was stoked to have finally convinced her to get rid of her POS iPhone. Unfortunately she had the phone for about a week before our daughter got a hold of it and promptly dropped it on the concrete. Since my wife was not sure if she wanted to keep your iphone or the S4 in the beginning, at that point the phone was neekid (case arrived the day after it was dropped!). Needless the say the screen shattered and there were some groovy dings in the chrome bezel and no we did not have insurance.
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Original Damage.
So I started doing research into different companies that would do the repair. I came across a company in VA called Rockit Repairs (www.rockitrepairs.com). After talking to them on the phone and reviewing their work on FB I felt comfortable with sending my wife's phone there to have it repaired. Needless to say, this was a huge mistake. I will give them credit for standing by their word but so far the only thing they have done is screw me over.
The first problem I had was with return shipping. I paid an extra $20 to have the phone overnighted back to me. It took them three days from when they told me the phone had been shipped before I got an actual tracking number. Obviously they had not shipped it until then. That was a Saturday so I did not receive the phone until that Tuesday. When I called them on it they offered to refund my overnight shipping.
The repair job itself was horrible. First of all there were to scratches on the LCD underneath the front glass. One went about half length of the screen and the other was about 1/3rd the length of the screen. There were over a dozen pry marks in the chrome bezel and there were all sorts of crap between the front glass and the LCD. Some of which was dust and others that were bigger - possibly food crumbs.... IDK. Portions of the touch screen were not as responsive as they should have been. I called them again and I talked to a guy named Jim who said he is the one that did the actual work. Jim apologized and said that he did not see this when he sent it (I don't know how) and to send it back so they could do it right.
All that stuff you see on the screen, yeah that is actually under the front glass.
So I sent it back and they said they had to order a LCD, overnight, from their supplier. The next day I get an updated saying the phone was repaired and shipped and I was even given a tracking number. Again, they couldn't even get the shipping right because they were suppose to overnight it but sent it 3 day priority. How can you trust a company that can't do something as simple as ship a package correctly? Because of their error in shipping, I didn't get the phone back for 4 days (weekend).
The second time we got the phone back it looked much, much better. Everything looked great. I originally though that they must have replaced the entire front assembly this time because the chrome bezel was replaced as well. However, my excitement didn't last long. When I got the phone home, I pulled the battery to look at the serial number to make sure it matched the box. It did but it was obvious that the sticker had been peeled up at some point. Since the phone was working and looked great I just let it go. I assumed that there was a screw under the sticker that they had to remove. I was far from right.
Six days after we got the phone back the LCD started to get lines through it, or it would just not turn on, or it would be all white, or the colors would be reversed. Basically the LCD was shot. At this point I was done with Rockit Repairs. I told them to refund every penny or I would do a chargeback via my credit card company. They did not argue at all. That same day I took the phone to a local repair shop to have them figure out what is going on. Now you may ask why didn't I go to this place originally and that is a valid question. When I talked to them on the phone I didn't really like their attitude. I don't know if I caught the dude on a bad day or what but I didn't get a good vibe from him. Anyway, we started talking about what was going and I asked about the sticker under the battery. This is where it gets fun.
By the end of the day the phone was completely unusable.
The repair tech at the local shop, First Class Cell Phone Repair, told me there was no screw under there and that most likely this other shop had created a Frankenstein phone. That they probably took a parts S4, maybe a water damaged phone or something along these lines, and replaced some of the internals with the parts from my wife's phone and slapped our serial number sticker on this other chassis. I cannot confirm that they did do this but I do know that I never agreed to this and at no point was it ever even discussed with me. The local shop is going to see if they can determine the issue with the phone and they are going to take pictures of everything they see. If they are of the opinion that they Frankensteined my phone, well it won't be a good day for Rockit Repairs.
The odd thing is, this company seemed legit. They have a nice public facebook page with over 2200 likes. Lots of stories about repairs and satisfied customers. Local papers doing write ups about their shop. They seemed for real. But seriously, they have screwed up every step of this process and had lied to me and did some extremely shady things. Maybe their regular customers are idiots? If anyone who reads this needs their phone fixed, don't send it to Rockit Repairs.
Anyone else have any experience with this shop?

So I just got off the phone with Rockit Repairs and they clarified their repair process the 2nd time around. He explained that the part he ordered was the entire chassis and not the LCD (even though in the reply on my ticket said only LCD). I don't know where they ordered the part from but I have found vendors that do sell the chassis for the S4 and it is essentially the front glass, lcd, housing for the logic board and the other internal workings.
They did apologize profusely and stated that they had never had issues like this before but seriously, even if the repair was done right the first time the shipping issues and being lied to about the shipping issues would be enough for me to never do business with them again.

How old is your daughter? $600+ phone without insurance is a very expensive "play toy" regardless of how she got her hands on it. A case wouldn't have made a difference from the looks of the phone. Good luck with your repair process.

scott14719 said:
How old is your daughter? $600+ phone without insurance is a very expensive "play toy" regardless of how she got her hands on it. A case wouldn't have made a difference from the looks of the phone. Good luck with your repair process.
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She is 2 but we don't let her play with out phones. I have an old busted HTC phone that she plays a few games on but not our phones. My wife just left it on table and then walked away. Trust me, she feels pretty stupid about it.

berdo said:
She is 2 but we don't let her play with out phones. I have an old busted HTC phone that she plays a few games on but not our phones. My wife just left it on table and then walked away. Trust me, she feels pretty stupid about it.
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Sorry to hear that. Kids seem to be able to get into everything. I've seen parts (Digitizer and screen) available for around $200 - $250 US and videos on youtube showing how to replace the part(s), but it's something I would rather have someone else do as well.

Sorry to hear about your bad experience. I wouldn't use Facebook as a source for accurate information on a company reliability since i believe they can pretty much edit every post and delete any that don't agree with what they have to say.
I have insurance myself for my s4 and indeed for my son's iphone 4s. but sadly it still cost about $200 with insurance to replace his iphone when he dropped it into the ocean. Apparently there are other companies not affiliated with the carriers who offer better insurance but I haven't looked into it. I figure It's worth it to have insurance for the first 6 months but after that, the $200 replacement cost isn't worth it. Especially since you can buy a brand new Nexus 4 for $299.

acruxksa said:
Sorry to hear about your bad experience. I wouldn't use Facebook as a source for accurate information on a company reliability since i believe they can pretty much edit every post and delete any that don't agree with what they have to say.
I have insurance myself for my s4 and indeed for my son's iphone 4s. but sadly it still cost about $200 with insurance to replace his iphone when he dropped it into the ocean. Apparently there are other companies not affiliated with the carriers who offer better insurance but I haven't looked into it.
You can buy a brand new Nexus 4 for $299, something to think about.
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I agree FB isn't the best place to go. I did google searches and searched for info on XDA but nothing really anywhere that was all that helpful. Really I based my decision off talking to them on the phone. They stated all the things you want to here, like the number of S4 repairs they have done, what their turn around time is, if the stand behind their work, etc.. I know they have multiple employees because I have talked with about 4-5 different people so they are obviously generating enough business to have that many employees. I don't think they are a chop shop, I just think they screwed up and were not honest about it until I pushed them for more info.
The local shop says the ribbon cable was pinched which is causing the LCD to short out. To fix I have to replace the entire LCD screen again. Does anyone have any suggestions for who to send it to? The local AT&T store recommended a place called Digital Doc http://digitaldocrepair.com/. They appear to be a franchise with 6 different locations.

if you broke your screen.the best option is Samsung USA.its under 200 and you still have full warranty.who knows u might get lucky and they repair it free.don't use these stupid small repair shops.they are lookin to rip people off.

I just thought I would throw in my two cents here and suggest you buy the digitizer/lcd/frame as a single assembly on eBay and then do the repair yourself. I've repaired many Samsung phones and I've found that taking the phone apart is very easy but it's really a pain to replace just the digitizer or just the LCD without getting any dust or smudges between them. On top of that you have to make sure the seal is damned near perfect or you'll accumulate dust in there over time. It's better to buy that as a single unit IMHO.
http://www.ifixit.com/Teardown/Samsung+Galaxy+S+IV+Teardown/13947/1
If you search eBay for "Galaxy S4 LCD Frame" a respectable price is in the range of $180 - $200. Be sure to read the description and not rely only on the pictures!

Let me translate for you. You sent your phone to Jim Bob who knows a little about Facebook. Jim Bob also watches Youtube and saw where you can replace the glass on your phone and says to himself "Hey I can do that, and make money doing it. I know how to make a facebook page to advertise". Unfortunately pulling the glass from the LCD is a lot harder than it looks on Youtube. No one showed where those tutorials are using a phone where it was already done once and the second time is much easier since the original adhesive has been removed. So JB screwed it up while doing it in his basement while eating Cheetos. The easy fix was just to buy a new LCD with digitizer that doesn't have your imei number on it. So JB tried to remove your sticker and put it on the new frame but no one told him they use a tamper proof material and adhesive that makes sure it's obvious when it has been removed. And now you have it back.
Unless they specifically told you that certain parts wouldn't be removed, or if removed would only be replaced with OEM parts, I can't see that you have any legit legal grounds to complain, other than poor workmanship.
Sorry for your luck.
Sent from my SAMSUNG-SGH-I337 using XDA Premium 4 mobile app

I had a busted SIM Card reader on my old Galaxy S2Skyrocket.
I took it to http://www.bobknowsphones.com/ and they quoted me 60 to replace it. Brought it in and left in 15 minutes with a replaced sim card and a functioning phone.
They are local in Atlanta but get great recommendations and I think they have mail in service for those not local.
Good luck on your repairs.

navalynt said:
I just thought I would throw in my two cents here and suggest you buy the digitizer/lcd/frame as a single assembly on eBay and then do the repair yourself. I've repaired many Samsung phones and I've found that taking the phone apart is very easy but it's really a pain to replace just the digitizer or just the LCD without getting any dust or smudges between them. On top of that you have to make sure the seal is damned near perfect or you'll accumulate dust in there over time. It's better to buy that as a single unit IMHO.
http://www.ifixit.com/Teardown/Samsung+Galaxy+S+IV+Teardown/13947/1
If you search eBay for "Galaxy S4 LCD Frame" a respectable price is in the range of $180 - $200. Be sure to read the description and not rely only on the pictures!
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This is actually what I am doing. I purchased a frame assembly from Amazon actually (though the seller is on eBay as well and has a 99.5% rating with other 7200 feedbacks) but I will not be doing the work myself. I will have the local repair shop do the work. I am a Sys Admin by trade and have no problems digging in and doing the work myself but considering the phone is so new I would rather have them do it and have the work warrantied. That way if they screw it up it is on them.

BigMc71 said:
Let me translate for you. You sent your phone to Jim Bob who knows a little about Facebook. Jim Bob also watches Youtube and saw where you can replace the glass on your phone and says to himself "Hey I can do that, and make money doing it. I know how to make a facebook page to advertise". Unfortunately pulling the glass from the LCD is a lot harder than it looks on Youtube. No one showed where those tutorials are using a phone where it was already done once and the second time is much easier since the original adhesive has been removed. So JB screwed it up while doing it in his basement while eating Cheetos. The easy fix was just to buy a new LCD with digitizer that doesn't have your imei number on it. So JB tried to remove your sticker and put it on the new frame but no one told him they use a tamper proof material and adhesive that makes sure it's obvious when it has been removed. And now you have it back.
Unless they specifically told you that certain parts wouldn't be removed, or if removed would only be replaced with OEM parts, I can't see that you have any legit legal grounds to complain, other than poor workmanship.
Sorry for your luck.
Sent from my SAMSUNG-SGH-I337 using XDA Premium 4 mobile app
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I hear what you are saying but I don't think this is an accurate description of the company I went with. While I am not defending them, they are definitely not some newb in his mom's basement thinking he can do something because he saw it on youtube. The company has two retail locations with about 5-7 employees. They have been in business for over a year and expanded from 400sq ft office to an 1100 sq ft office in a small time frame to deal with all the work they are getting. All of this info I found via a local paper who did a story on them, not from their facebook page. All this information lead me to believe they were actually capable. I do believe that their tech has a video posted on XDA of him removing the front glass on a S4, being one of the firsts to do it.
http://www.youtube.com/watch?v=bbJEpe79PDQ
I did my research. More than just facebook. I think they are a capable repair shop but they are not exactly up front about what they are doing and open with their communication when the eff up. Either way I will never use them again.

This is why I went the Samsung route and gave them $200 bucks, flat. They fixed it in under a week and shipped to and from with 2 day shipping. Professional and perfect condition. They replaced what seems the mid-frame, AMOLED, and digitizer. No dust, scratches, or bubbles.
But they upgraded me to MF3 :crying:

pejhod said:
This is why I went the Samsung route and gave them $200 bucks, flat. They fixed it in under a week and shipped to and from with 2 day shipping. Professional and perfect condition. They replaced what seems the mid-frame, AMOLED, and digitizer. No dust, scratches, or bubbles.
But they upgraded me to MF3 :crying:
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You know this sounds stupid, but it never occurred to me to send it to Samsung. Even when I called AT&T to ask them where I should send it to they never suggested Samsung. Now I feel really stupid. It is my wife's phone and she doesn't root/custom rom so she would care less about the firmware. Pretty effing stupid.
How did you set that up, did you just call 1-888-987-HELP or did you go to a samsung retail location?

pejhod said:
This is why I went the Samsung route and gave them $200 bucks, flat. They fixed it in under a week and shipped to and from with 2 day shipping. Professional and perfect condition. They replaced what seems the mid-frame, AMOLED, and digitizer. No dust, scratches, or bubbles.
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berdo said:
You know this sounds stupid, but it never occurred to me to send it to Samsung. Even when I called AT&T to ask them where I should send it to they never suggested Samsung. Now I feel really stupid. It is my wife's phone and she doesn't root/custom rom so she would care less about the firmware. Pretty effing stupid.
How did you set that up, did you just call 1-888-987-HELP or did you go to a samsung retail location?
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@berdo I called Samsung directly and they gave me the number. Unfortunately I don't have it anymore or I would share it with you. I did want to share how great my experience with Sammy was.
My experience is identical to @pejhod 's. Check around for alternative companies to fix, but all were charging in excess of $250. Finally called Samsung (repair facility in Arlington,TX. They sent me a shipping label, said 5-7 days to repair and 2 days to ship back. They replaced the screen and bezel and shipped it back in a day. All for a flat $200. Very professional and very true to their word. I hope I never damage my screen again, but if so, Samsung is the ONLY route I'd go. I was super impressed by the whole experience.

Get a SquareTrade warranty $6 buck a month and $100 deductible

peaster3 said:
@berdo I called Samsung directly and they gave me the number. Unfortunately I don't have it anymore or I would share it with you. I did want to share how great my experience with Sammy was.
My experience is identical to @pejhod 's. Check around for alternative companies to fix, but all were charging in excess of $250. Finally called Samsung (repair facility in Arlington,TX. They sent me a shipping label, said 5-7 days to repair and 2 days to ship back. They replaced the screen and bezel and shipped it back in a day. All for a flat $200. Very professional and very true to their word. I hope I never damage my screen again, but if so, Samsung is the ONLY route I'd go. I was super impressed by the whole experience.
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...I would hope so.....they made the phone lol

Yeah, I never believed in buying insurance floaters of any kind for my cell phones and that may just change after the GS4. Phones just keep getting thinner and easier to crack. This one is the easiest of all phones I've ever owned. Wouldn't be a bad idea, but I didn't have it to start with.
But yeah, Samsung is the quickest, easiest, and most professional. Obviously it hurt to pay the $200, sure wasn't a pleasure handing over my card information, but you gotta do what you gotta do. They even return it is this very cool box that almost has the phone floating between two pieces of paper. Haha. Idk but I thought it was cool. (I guess for $200 they better mail it back in a somewhat decent packaging.)
Mine was sent to Plano, TX.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 4

Well after reading about the Samsung experience I am really pissed at myself. Live and learn. I would have gladly paid $200 to have samsung fix the phone. However, in the long run the phone is fixed, looks great, and is working great so far. I guess only time will tell if the replacement part will work. But if there are issues again I will be going directly to Samsung.
In the end, RockIt Repair was true to their word that they stand by their work. While I had every issue under the sun, they acknowledged those issues and took responsibility for them. They refunded the original cost of of the repair and reimbursed me for the cost difference in having to buy a new lcd assembly. So in the end I did not have to pay anything out of pocket to get it fixed. Though after 4 weeks and numerous amounts of hours spent dealing with this does not equal $250, I will take it.
Lesson learned.

Return Defective ONEPLUS [Support-Thread]

​This thread is to help guide EVERYONE who is having issues with their ONEPLUS
regardless of what the issue is or if its a DOA I will cover it all in this short post.
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What does this mean ? it means if you don't have your electronic receipt on your OnePlus Account, you wont be able to claim an RMA OR if you purchased it off Ebay/Amazon/Craigslist, ect and you don't have the copy of the packing slip in which your ONEPLUS shipped in then your kinda screwed..
What does the above chart mean? Well it means what it says, although I have had some close friends have horrible experience dealing with even TRYING to get an RMA because ONEPLUS kept refusing that it wasn't their issue.. *cough cough* Yellow Band/Screen issue just be aware of the following information above before you make a claim.
TIP: Be aware that in some cases ONEPLUS wants you to pay for shipping even though they clearly say that they will cover it, So its up to you whether you want to pay a few bucks for shipping or be left with a useless device...I honestly just pay the shipping and get my money back if that's your case.
If you need to submit a Ticket: Here
All this information was from OPO's official site here: http://oneplus.net/support#warranty-and-repairs

Cool thread, although the yellow band /screen example isn't really an issue, as it goes away after a couple of weeks... With mine it did anyway.
Dealing with the Chinese for returns on anything is like pulling teeth. 11 years of experience tells me this.
I hope that these phones are one of those amazing deals, that come along rarely, and outperform for the $ that are laid out.
Sent from my One using XDA Premium 4 mobile app

I have the yellow band I am only a few days in with the phone so I am deciding if I am going to return it. Every one that says it goes away says it takes a few weeks and that is to long I will be out of my return period. Also I'm wondering if it takes a few weeks just to get used to the yellow band. So its really not going away you are just adjusted to it.

jdh10475 said:
I have the yellow band I am only a few days in with the phone so I am deciding if I am going to return it. Every one that says it goes away says it takes a few weeks and that is to long I will be out of my return period. Also I'm wondering if it takes a few weeks just to get used to the yellow band. So its really not going away you are just adjusted to it.
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Would it not be better to just sell it as it is less bother than sending it to China plus you could make a few £/$ on it.

Had mine 3 weeks and the banding hasnt changed, excellent phone just the one little annoyance. They've offered me a free pick up return, but not sure i want to depart with it, the problem is there's no other phone i want.

I'm having several issues with mine, dead pixel, battery getting hot, random reboots and now as of 2 days ago it shuts off on it's own.My device started acting up last week, sent 3 emails and have only gotten one response. It was a BS response to try the dead pixel app from the Playstore to get rid of the dead pixel. My email all 3 times has contained all the issues but OnePlus customer can't seems to read for some reason, goes to show the lack of education they have but that's besides the point. I contacted Paypal today and they have put a hold on the funds until OnePlus contacts them.

Knight-Rider said:
I'm having several issues with mine, dead pixel, battery getting hot, random reboots and now as of 2 days ago it shuts off on it's own.My device started acting up last week, sent 3 emails and have only gotten one response. It was a BS response to try the dead pixel app from the Playstore to get rid of the dead pixel. My email all 3 times has contained all the issues but OnePlus customer can't seems to read for some reason, goes to show the lack of education they have but that's besides the point. I contacted Paypal today and they have put a hold on the funds until OnePlus contacts them.
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I've imported goods from China and my feeling is that while the phone is great spec- the fall down points are availability and the famous chinese warranty ( good luck and like phases of moon).
I'd consider being a agent for these if the Manufacturer got act together on faulty devices, the cost margin should allow for fault warranty claims.
Still I haven't recieved an invite, put off by warranty or lack of it- so other than an opinion, doesn't look like I will get one any time soon.

teaker1s said:
I've imported goods from China and my feeling is that while the phone is great spec- the fall down points are availability and the famous chinese warranty ( good luck and like phases of moon).
I'd consider being a agent for these if the Manufacturer got act together on faulty devices, the cost margin should allow for fault warranty claims.
Still I haven't recieved an invite, put off by warranty or lack of it- so other than an opinion, doesn't look like I will get one any time soon.
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I received a reply back from Paypal yesterday in my favor, money was deposited to my Paypal account early this morning and I transferred to my bank account. I got my money back plus I'm keeping the phone, I put it up on Craigslist and I'm getting several offers already. I'm going with an LG G3 very disappointed with OnePlus.

Knight-Rider said:
I received a reply back from Paypal yesterday in my favor, money was deposited to my Paypal account early this morning and I transferred to my bank account. I got my money back plus I'm keeping the phone, I put it up on Craigslist and I'm getting several offers already. I'm going with an LG G3 very disappointed with OnePlus.
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How long did the process take? Did you just open the dispute, and then just escalated it to a claim right away? One of the two OPOs I have has a loud vibrator and can barely feel it. I don't even want to bother dealing with them, but I don't want to sell it on ebay since I wont get as much with the defect even though it's new.

rickyx32 said:
How long did the process take? Did you just open the dispute, and then just escalated it to a claim right away? One of the two OPOs I have has a loud vibrator and can barely feel it. I don't even want to bother dealing with them, but I don't want to sell it on ebay since I wont get as much with the defect even though it's new.
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I contacted Paypal on 8/7 and resolved yesterday 8/18 so 8 business days, they originally told me 5-7 business days but I was planning on contacting them that day I got a reply so they saved me a phone call. Whatever the issue you're having you have to contact them, I previously contacted OnePlus via email in 2 separate emails but failed to get a response gave them a week to reply so I got tired of waiting. Good luck!

Knight-Rider said:
I contacted Paypal on 8/7 and resolved yesterday 8/18 so 8 business days, they originally told me 5-7 business days but I was planning on contacting them that day I got a reply so they saved me a phone call. Whatever the issue you're having you have to contact them, I previously contacted OnePlus via email in 2 separate emails but failed to get a response gave them a week to reply so I got tired of waiting. Good luck!
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Click to collapse
Thanks man, I can't make up my mind, I'm still within the 14 days on this new one, though based on this photo it looks like it's not a hard fix, maybe some hot glue to keep the motor still, but I'll probably end up braking a seal or something and void the warranty. I guess I'll just jump into the cockpit and have a dogfight with OnePlus and their support. I think I'll also simultaneously open a dispute with PayPal, since I know things are gonna go nowhere fast.

rickyx32 said:
Thanks man, I can't make up my mind, I'm still within the 14 days on this new one, though based on this photo it looks like it's not a hard fix, maybe some hot glue to keep the motor still, but I'll probably end up braking a seal or something and void the warranty. I guess I'll just jump into the cockpit and have a dogfight with OnePlus and their support. I think I'll also simultaneously open a dispute with PayPal, since I know things are gonna go nowhere fast.
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No problem and good luck. I was still within the 14 days but OnePlus I've heard fails to respond knowing the 14 days will expire and you're SOL (**** out of luck) and you're screwed. That's why I went the Paypal way.

Mine stopped recognizing the SIM card, opened a ticket 15 days ago and still got no answer whatsoever.
Unfortunately it has been more than 45 days since I've bought the phone so I can't claim through Paypal....
I'm seriously regretting buying this phone, the cheap has become expensive....

OnePlus said in their reddit AMA that they would pay for a courier to collect the phone if it is defective, and they will be doing that for me. If they refuse, I will make a fuss.

My touchscreen doesn't work sometimes
My OPO's touchscreen has been having difficulties recognising touch.
About 50% of the times i take it out of my pocket, half of the screen just doesn't recognise touch, you press it and... nothing. Its rather bothering I'd say. Makes the phone kind of useless, you can't write sms, you barely can navigate on the phone, even the menu buttons fail to work. I reboot the cellphone and it may or may not recognise touch afterwards, its crazy.
I've contacted support, but they're even more useless than the malfunctioning phone. They said I would have to download a bunch of files in order for them to provide online support and that they could only be available on a given date. So I downloaded the files and asked my boss for an extra lunch hour on that date to take care of this issue. A few days passed, and the date finally came and guess what? THEY LEFT ME STOOD UP! No contact for hours, I went back to the office disappointed...
Second try, they said they were sorry and asked me to book another date. I booked it, but this time I asked for confirmation. I was only going to bother my boss asking for extra non-working time once I had their confirmation that there would indeed be someone helping me on that date. The confirmation never came and the date flew by... at least I didn't put my job in risk for trusting OnePlus's support this time.
A new e-mail arrived: we are so sorry, please book a new date.
I answered: you guys book a new date, I don't give a damn, just need my phone fixed please.
And their answer the same automatic email: we are so sorry, please book a new date. (this has made me kind of mad)
So I seem to have gotten in a never ending cycle, if I book a date they will leave me stood up. If they book a date they will leave me stood up. Meanwhile my phone is useless and I have a very frustrating day trying to use it, sometimes it takes some self control not to throw this OnePlus One-pile-of-crap out of the window.
I really don't know how to deal with this sort of un-supporting customer support, any ideas?
BTW: I've had the phone for 5 months and after contacting support I've made a factory reset in an attempt to see if it was some installed software issue, made no difference, it's still the same crap.
Thanks

BatuKMan said:
Mine stopped recognizing the SIM card, opened a ticket 15 days ago and still got no answer whatsoever.
Unfortunately it has been more than 45 days since I've bought the phone so I can't claim through Paypal....
I'm seriously regretting buying this phone, the cheap has become expensive....
Click to expand...
Click to collapse
Same issue, submitted a ticket a week ago and nothing...

Just to show the positive side of the story too. I had a broken microphone in my one. I contacted Oneplus for an RMA request. got a reply within 4 days. First they went trough a troubleshooting list with me. about a week later they send me some files and asked me to make an appointment too. But since i work during their office hours, and i cannot have remote access to my work computer, I flashed the files myself (without instructions to do so from Oneplus). This did not fix the problem. When i told Oneplus they opened a return ticked for me. Since i live in Europe, they organized DHL to pick up the package for free. 5 days later i had a new phone!
I was really scared that the support would suck, but my experience was actually positive. So for people who read this topic. Yes support could be bad, but it could also be good!

theBIGone said:
Just to show the positive side of the story too. I had a broken microphone in my one. I contacted Oneplus for an RMA request. got a reply within 4 days. First they went trough a troubleshooting list with me. about a week later they send me some files and asked me to make an appointment too. But since i work during their office hours, and i cannot have remote access to my work computer, I flashed the files myself (without instructions to do so from Oneplus). This did not fix the problem. When i told Oneplus they opened a return ticked for me. Since i live in Europe, they organized DHL to pick up the package for free. 5 days later i had a new phone!
I was really scared that the support would suck, but my experience was actually positive. So for people who read this topic. Yes support could be bad, but it could also be good!
Click to expand...
Click to collapse
Glad to hear you had a positive experience. I did get a response on my ticket offering an appointment for them to try flashing my phone back to stock (which of course was the first thing I tried), so I replied back that I'd already tried it. Hopefully they will approve RMA now.

How do I contact one plus, I want to call them

My eBay experience (techno.trading.house)

Hi everyone,
I want to share my journey with the Z3, and the experience with buying from eBay, specifically from a seller, techno.trading.house (Steph, Ed). I bought two brand new Z3 (D6603)--a black one for myself, and a white one for my girlfriend. The order was smooth, and the phones came in pretty much brand new (open box though) with their plastic peel-screens on the glass, untouched. After using the two for a few hours, I noticed that my black one had a defective sensor (photo). The seller advertised "hassle-free" exchanges/refunds, so I reported the defect and had the black one exchanged right away.
After a week, the new one came, the same brand new (open box) condition as the previous phones. However, there was a slight manufacturing defect with the USB flap--it closes completely at a slant (photo). I spelled out the issue with the seller, and here was how it went:
SELLER: I'm sorry to hear that! We will certainly replace it for you, I believe that your phone would be damaged underwater if that or any other flap was not closed properly. (I also do strongly suggest to avoid wetting the phone just in case). Please return the phone to...
ME (after 2 days delivered to them): Hi, have you receive the package yet, and have you ship out the new phone?
SELLER: Your return has been received. If you had chosen to receive a replacement, it will be sent within 2 days. If you have opted for a refund, it will be issued within 24 hours minus applicable restocking fee.
ME: Do you have tracking info? Thanks!
SELLER: Our records indicate that we have already sent a replacement. You have reached out to us to let us know that the replacement has the same issue. In order to avoid another occurrence, we recommend that we proceed with a refund for this item. Please let us know if this is okay.
ME: Sorry, I am not sure what you are saying. Are you talking about the previous replacement or the 2nd replacement being shipped out? I am currently waiting for the 2nd replacement. You said "sure" on the second replacement last week.
SELLER: We are talking about the previous replacement. We believe since both- the original phone and the replacement phone- has had the same issue, that a refund might be best. Let us know if this is ok.
ME: That is not correct. First phone had a defective camera. Second one had a manufacturer defect on the flap. You agreed for the second exchange, so I am not sure why you are backing out now? I need the phone as I have been using an old dumb phone for work for a week already.
SELLER: I'm very sorry for the confusion. I just read back through the emails and you are indeed correct. We will have your replacement unit shipped today. Here is your tracking number. Again, I am sorry for the confusion. Have a great day!
ME: Thanks. I just hope the new one does not have any defect--I will be checking it. If it's not shipped out yet, anyway you can inspect these? Thank you.
SELLER: Hello, Not a problem.
Click to expand...
Click to collapse
So the 2nd replacement came (third phone), and the phone came in a used/open condition. There were no plastic peel-screens on either side of the glass and the USB wire was laying in there without its plastic wrappers. I knew immediately this was used, so I began close inspection of the phone. I found that the power button had a noticeable dent on one side, as if it was dropped on a table before. At this point, I don't know what to do with the phone. I have summoned the seller to see what they plan to do with this situation.
It appears that the seller recycles their returned phones and try to sell them as new, or whatever it is. I am extremely disappointed with this seller, and I want others to know so they may not fall into the same trap.
I checked the current feedback, and it appears someone had the same situation (photo). Go figure!

To me this sounds like a fair seller and a picky buyer. 832 positive reviews and 6 negative ones in a month is a ratio I would buy at if I wanted to save a hundred bucks by buying without factory warranty.

It could have been an honest mistake. I doubt he purposely gave you an opened one, just work with him to solve the problem. eBay is much harder on sellers than buyers and he would ruin his reputation if he did it on purpose. Looking at his rating I would say it was an honest mistake.
I understand if he wants to refund you, he is just trying to cut his losses. At the same time it was your misfortune to get a bad device/s. Since this phone is known for cosmetic/other issues as its in early production you are better of buying from Sony/carrier making replacement easier.

abhinav.tella said:
It could have been an honest mistake. I doubt he purposely gave you an opened one, just work with him to solve the problem. eBay is much harder on sellers than buyers and he would ruin his reputation if he did it on purpose. Looking at his rating I would say it was an honest mistake.
I understand if he wants to refund you, he is just trying to cut his losses. At the same time it was your misfortune to get a bad device/s. Since this phone is known for cosmetic/other issues as its in early production you are better of buying from Sony/carrier making replacement easier.
Click to expand...
Click to collapse
remember me?
I'm sorry to hear that. It was really a frustrating moment you went through. If I were you I would probably be really angry.
If you want, just buy it from Sony store. I got mine and it's perfect so far (except some cosmetic minor faults).

I bought two phones directly from the same seller. The price was cheaper on their own site vs eBay or Amazon. Both phones are perfect. They came in non sealed boxes. I've got no complaints.

android404 said:
To me this sounds like a fair seller and a picky buyer. 832 positive reviews and 6 negative ones in a month is a ratio I would buy at if I wanted to save a hundred bucks by buying without factory warranty.
Click to expand...
Click to collapse
I may be a picky buyer, but who wouldn't be when you receive a defective product, and even worse when you get a used one on your third one. Feedbacks mean jack when you are on the short end. They are only good for initial decision about the seller, hence I trust them like you would too.
abhinav.tella said:
It could have been an honest mistake. I doubt he purposely gave you an opened one, just work with him to solve the problem. eBay is much harder on sellers than buyers and he would ruin his reputation if he did it on purpose. Looking at his rating I would say it was an honest mistake.
I understand if he wants to refund you, he is just trying to cut his losses. At the same time it was your misfortune to get a bad device/s. Since this phone is known for cosmetic/other issues as its in early production you are better of buying from Sony/carrier making replacement easier.
Click to expand...
Click to collapse
I hope you are right on the honest mistake.
bluesky2111 said:
remember me?
I'm sorry to hear that. It was really a frustrating moment you went through. If I were you I would probably be really angry.
If you want, just buy it from Sony store. I got mine and it's perfect so far (except some cosmetic minor faults).
Click to expand...
Click to collapse
Yeah, I really regret not buying from Sony store, or even T-Mobile here. At this point, I might just say screw it, keep the phone, and move on with my life. Maybe the Z4 will entice me in few months. :good:

I purchased 3 different Z3 D6603 from Techno Trading, Never-MSRP, and Sony Direct all off ebay.
Techno Trading shipping a Central America version of the D6603 (White) to me and it had no seals whatsoever on the box (US Charger). This model would not show LTE indicator until I flashed a generic TFT. Booting with Encryption shows the Pin Entry text in Spanish but quickly changes to English. Seller Feedack: Shipped very quickly but using subpar shipping materials. Shipped from Miami.
Never-MSRP shipped a Central Europe version of the D6603 (Copper) to me and it HAD seals on the box but also included a Sony Screen Protector (Non-US Charger). This model had the LTE indicator from start. Booting with Encryption shows the Pin Entry text in English. Seller Feedback: Shipped same day and was packaged very well. Unfortunately, they are located in Houston so I had to pay tax.
Sony Direct shipped a Generic North American model of the D6603 (Green) to me. This one had seals on the box but didn't include the Screen Protector. LTE shows from start and includes a US Charger. Plastic on the front and back of phone is totally different than the other two. Its hard to describe but the other phones came with a very very thin plastic protector. This model shipped with much thicker protectors on front and back (still meant to be removed because they have tabs on the side). Additionally, the other two phones were inside a cellophane bag but the this model was not in cellophane. Shipped from Sony in Romeoville IL. Shipped within two hours of purchase using FedEx for free. Unfortunately, Sony charges tax everywhere. Packaged well but not great.
My point...
Sony packages models different based on their intended destination. It might not be that you ever got "open box" devices but rather they were intended for an area which Sony (for whatever reason) chose not to use seals.

mwep said:
My point...
Sony packages models different based on their intended destination. It might not be that you ever got "open box" devices but rather they were intended for an area which Sony (for whatever reason) chose not to use seals.
Click to expand...
Click to collapse
That is interesting. Before buying from techno, I bought a white one from tropical_mobile (in which I sold quickly due to being D6653), who stated they were located in Tennessee, but shipped from Singapore. However, the phone was sealed with two white rounded "sealed" stickers on the box. The phone also was sealed in a clear plastic slip and had protective screens on both sides.
This whole Z3 deal has been pretty bad luck for me. Maybe it is not meant to be. But good news--the seller techno.trading.house got back to me, and is willing to refund me $20 for the dented power button, or do another replacement. I'm planning to take the refund, and live with it as I am sick of all the exchanges. Who knows, the replacement might have even weirder issues.

If you spend $500 plus on an item, you the buyer, have every right on this planet to be as picky as you like.
Nobody has to settle for anything less than perfection.
So no, you don't have to accept a defective camera, or flap or indeed a previously returned phone.
As I mentioned before but was lambasted in another thread, Sony may be using premium materials, but they are certainly not using premium construction. Not when some people have to go through six boxes in store to find a unit without light bleed and gaps.
I myself had two exchanges within the first two weeks. My first unit was simply not waterproof and had a leaky flap and my second one didn't charge on the magnetic dock and now I have light bleed but no energy to fight it anymore.
It's almost as bad as an iPhone. All my iPhone friends have had multiple exchanges... Some as many as 5 in a year.
Sent from my D6603 using XDA Free mobile app

More recent feedbacks to prove my point.

stop accepting being called a picky buyer.... ur paying top dollar for the phone, that said u should receive a product good for the purpose, if the camera doesn't work its not good
if the phone isnt water proof it isnt good
if there is a dent in the design it should state it before being bought. so it's not the buyer nor seller (purposely) its a unlucky sale.

I purchased mine at t-mobile. I paid 100% upfront despite being with t-mobile and they unlock it on the spot. When I registered with Xperia Care (sonymobiles product registration) I entered my IMEI and it has till Oct 2016 on warranty.
However on the 2nd day of owning the device The bottom speaker stopped working and was making a static noise. I went to my t-mo store I purchased it and they swapped it out. I didn't even pay a restocking fee. The manager said as long as I get the same phone and since I bought it back so promptly that he would just swap a new one. This one has been perfect since. Sometimes the convenience of having a store near by is better than having to deal with shipping my phone back and forth!
Alot of people dont want the tmobile Bloatwear but like I said, 32 GB + Local customer support outweight > No bloatwear & 16 Gig with mail in issues. (since i have no sony store near by, id still have to mail in for repairs and exchanges)

Me too, I'm glad I bought it from TMO with an EIP, exchanged mine 3 times on my 4th now, no hassles or fees.

T-Mobile Z3... dropped/Best way to root new one/Backup old one/Insurance Claim

So I dropped my Z3 on some concrete last night....
Device works just fine but it's ugly. Will they accept the claim provided it's just cosmetic or should I lie and say it is done for? What pisses me off is not the money for the deductible... it's the countless hours I've spent customizing it.
So I'm going to file the insurance claim today. I would like to know the best way to backup my device so that I can restore as much onto the new one as possible. I had the dual backup installed but will never boot into it, maybe ill try to reinstall.
Then as far as the new device... what's the best way to root it? Should I take the update? I have blocked the sony updater on my existing one for fear of it breaking root.
Lastly will Assurant check to see if I rooted my old one? Should I unroot it prior to sending it back.
Thanks in advance for your advice. My big thing is I'm not sending this one in until I get an exact replacement and I can get that replacement rooted. If I can't do that I'll pay $200-300 to get it repaired.

I do not believe cosmetic issues are covered. Granted I did not have insurance (They backdated Jump for me after my 3 refurb so had insurance technically) when I did my exchanges with T-Mobile but they made it clear that cosmetic issues are not considered plus you technically physically damaged it and it was not a factory defect, Unless its affecting the usage of the phone they won't, unless I suppose any damage to the frame affected water proofing, you could make that case if true. In my case of severe light leak on a few of them I convinced them waterproofing was compromised (failed pressure test) so they agreed to replace.
Oh and by the way T-Mobile does not have any new Z3s nor any new ones coming in, you will get a refurb..... And boy does the repair center do a bad job, I had to send 4 refurbs in a row back recently because they had issues ranging from severe light bleed to missing paint patch in bezel which acts like an extra LED near lower speaker on 2 of them to a streak of hot/dead pixels on one....
So basically unless they can get you factory sealed one, you will have to test your luck with refurbs, though depending on how bad your damaged Z3 looks it may well be worth it lol.

abhinav.tella said:
I do not believe cosmetic issues are covered. Granted I did not have insurance (They backdated Jump for me after my 3 refurb so had insurance technically) when I did my exchanges with T-Mobile but they made it clear that cosmetic issues are not considered plus you technically physically damaged it and it was not a factory defect, Unless its affecting the usage of the phone they won't, unless I suppose any damage to the frame affected water proofing, you could make that case if true. In my case of severe light leak on a few of them I convinced them waterproofing was compromised (failed pressure test) so they agreed to replace.
Oh and by the way T-Mobile does not have any new Z3s nor any new ones coming in, you will get a refurb..... And boy does the repair center do a bad job, I had to send 4 refurbs in a row back recently because they had issues ranging from severe light bleed to missing paint patch in bezel which acts like an extra LED near lower speaker on 2 of them to a streak of hot/dead pixels on one....
So basically unless they can get you factory sealed one, you will have to test your luck with refurbs, though depending on how bad your damaged Z3 looks it may well be worth it lol.
Click to expand...
Click to collapse
Assurant always does refurbs, unless they don't have any they will give you a new one. It's at least a z3 they are sending, otherwise I'd tell to them to f*** off and I'd find a way to repair it.
I'm pissed that T-mobile doesn't carry anymore (some still available in stores). I think half the reason they don't sell is the salespeople at the mobile carriers and best buy are always pushing garbage samsung devices. If you go to Europe you can find accessories for any sony phone in any electronics store or airport shop. My friends in Canada say one in four in their group of friends have an Xperia. I have only seen one other out in the real world... and the individual was from Hong Kong.
I would rather purchase direct from Sony, but T-mobiles coverage is still spotty and I depend on wifi calling in some places I visit regularly.
Guy at T-Mobile said cosmetic is covered. The way I see it they'd probably prefer I pay $175 and get a device that's working just fine. I said the screen was cracked... but technically it's the glass on the back.

It's not T-Mobile's fault, they still sell the Z/Z1, reason they stopped sale of the Z3 is due to quality control issues and numerous returns. A rep told me that after I said I want a new one not any more defective refurbs. As I said I am on my 8th lol plus the 4-5 more (new) TMO store itself went through to get me my 4th so make it 10-12 total TMO sent back to Sony just for me...
Don't get me wrong I love the phone but needing that many returns is just ridiculous.....
The international version seems to have much better consistency in production and quality.
However honestly I'm glad I bought directly from T-Mobile they gave me immediate replacements for my first 4 (in Oct-Nov) which were new and 1 day shipping for the last 4 which were refurbs (recently). Sony support asked me to do a software reinstall to get rid of light leak from frame/glass where glue was clearly missing, facepalm. After that they said 3 week minimum turn around time for replacements. TMO reps seemed more knowledgeable.... They even offered to cancel my monthly phone cost and refeund tax if it happened again....
Well anyway, I hope you get a good replacement. Another idea is in the event you get a bad refurb, try to go through Sony and make them give you the international version instead.

abhinav.tella said:
It's not T-Mobile's fault, they still sell the Z/Z1, reason they stopped sale of the Z3 is due to quality control issues and numerous returns. A rep told me that after I said I want a new one not any more defective refurbs. As I said I am on my 8th lol plus the 4-5 more (new) TMO store itself went through to get me my 4th so make it 10-12 total TMO sent back to Sony just for me...
Don't get me wrong I love the phone but needing that many returns is just ridiculous.....
The international version seems to have much better consistency in production and quality.
However honestly I'm glad I bought directly from T-Mobile they gave me immediate replacements for my first 4 (in Oct-Nov) which were new and 1 day shipping for the last 4 which were refurbs (recently). Sony support asked me to do a software reinstall to get rid of light leak from frame/glass where glue was clearly missing, facepalm. After that they said 3 week minimum turn around time for replacements. TMO reps seemed more knowledgeable.... They even offered to cancel my monthly phone cost and refeund tax if it happened again....
Well anyway, I hope you get a good replacement.
Click to expand...
Click to collapse
As much as I liked the more squarish design of my z1s (though hated the silver accents)... my z3 seemed to be a much more quality device. Scared to try out this refurbed one. I'm charging it up and waiting until I find out the best means for rooting it. Hoping it's not a piece of crap. I remember a friend dropped my z1s, the replacement models vibrator would stop working.
Personally what upsets me most is the bootloaders that can't be unlocked and frustration with rooting. It's so easy on the international versions. And frankly while wifi calling is a nice feature it's a total load that I can't use it on any device and even more upsetting that it isn't compatible with third party messaging apps. I can't get mms to download over wifi calling with anything but that hideous bare bones stock messaging app.
"The international version seems to have much better consistency in production and quality." That right there says it all. If the international version is compatible on your service, why create a dumbed down version?

Regardless it's good to speak to someone that has experience with this, albeit unfortunate experiences. Good luck.

Make sure to check it at night, and look for light bleed and also any LED like effect from missing paint on front glass (That I believe is due to a tool mark), saw this on 3 refurbs.
As I said earlier if it does have issues try the cross model exchange with Sony. I see no alternative devices lol, the Z3 is still the most well rounded device even with the new guys in town.

And the day has come....Goodbye Sony.

After more than 10 years of loyal stubborn Xperia user, unfortunately the day has come and it's a sad day indeed but I'm more than convinced that the manufacture has no respect for customers.
Long story short, I'm on a business trip and for the first time ever the Xperia 1 fell on a marble floor and the unexpected happened, a broken screen. I couldn't believe that a Gorilla glass 6 could be that fragile since the device fell from a less than 1-meter height but it was for sure a bad luck.
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Silly me I thought I'd be able to send it for repair but what do you know.... Sony US support number returned an automated message saying that support is currently unavailable due to " technical issues " ?? Seriously I was like let me use the built-in chat option in the support section on the Xperia 1. But the chat would never initialize.
Now for the fun part.... I sent the support a mail about the issue I'm facing and ask them for guidance. I want to repair my phone and nobody has a replacement screen.
You can defend Sony as much as you want but a customer willing to pay for a repair and asking a simple question like " where can i repair or send my device in Europe, a whole continent in the world" can't accept the below reply for a giant tech manufacturer.
I don't understand what a warranty has to do with a SCREEN REPLACEMENT and I certainly do not tolerate and can't believe such a rude and irrelevant answer from a company that clearly doesn't give a F*** about its customers. Even worse the ticket was closed and they won't allow replies.
I ended up buying a new phone ( different brand of course ) and I'm currently restoring everything before I throw the device in the trash.
Bottom line, I ended up paying $1100 USD on a device that has no proper software support let alone hardware that I can't repair nor sell because obviously nobody gives a S**t about Sony phones.
Lesson learned. Goodbye.

Xeon said:
After more than 10 years of loyal stubborn Xperia user, unfortunately the day has come and it's a sad day indeed but I'm more than convinced that the manufacture has no respect for customers.
Long story short, I'm on a business trip and for the first time ever the Xperia 1 fell on a marble floor and the unexpected happened, a broken screen. I couldn't believe that a Gorilla glass 6 could be that fragile since the device fell from a less than 1-meter height but it was for sure a bad luck.
Silly me I thought I'd be able to send it for repair but what do you know.... Sony US support number returned an automated message saying that support is currently unavailable due to " technical issues " ?? Seriously I was like let me use the built-in chat option in the support section on the Xperia 1. But the chat would never initialize.
Now for the fun part.... I sent the support a mail about the issue I'm facing and ask them for guidance. I want to repair my phone and nobody has a replacement screen.
You can defend Sony as much as you want but a customer willing to pay for a repair and asking a simple question like " where can i repair or send my device in Europe, a whole continent in the world" can't accept the below reply for a giant tech manufacturer.
I don't understand what a warranty has to do with a SCREEN REPLACEMENT and I certainly do not tolerate and can't believe such a rude and irrelevant answer from a company that clearly doesn't give a F*** about its customers. Even worse the ticket was closed and they won't allow replies.
I ended up buying a new phone ( different brand of course ) and I'm currently restoring everything before I throw the device in the trash.
Bottom line, I ended up paying $1100 USD on a device that has no proper software support let alone hardware that I can't repair nor sell because obviously nobody gives a S**t about Sony phones.
Lesson learned. Goodbye.
Click to expand...
Click to collapse
Goodbye

goodbye (2)

Glass is still glass, it will break. The CSR probably thought that you wanted to send it in for warranty, hence the message.
Since when did XDA become an airport, where we must announce our departure?
Goodbye (3)

iArvee said:
Glass is still glass, it will break. The CSR probably thought that you wanted to send it in for warranty, hence the message.
Since when did XDA become an airport, where we must announce our departure?
Goodbye (3)
Click to expand...
Click to collapse
You missed the point. When I sent my query in the first place, I asked about the location of the repair center in Europe so I can get it fixed since ironically no one seem to be repairing xperias nowaday and I don't trust the authenticity of parts online. I mentioned in bold that I clearly understand that I WILL HAVE TO COVER THE CHARGES.
And for someone on this forum since 2004, don't you think that I know that this place isn't dedicated for farewells ? I want people to know what to expect from this manufacturer when they run into HW issues; ironically people who bought their devices online ( ie. Amazon etc...) are doomed.
Better think twice before wasting your money,

Xeon said:
You missed the point. When I sent my query in the first place, I asked about the location of the repair center in Europe so I can get it fixed since ironically no one seem to be repairing xperias nowaday and I don't trust the authenticity of parts online. I mentioned in bold that I clearly understand that I WILL HAVE TO COVER THE CHARGES.
And for someone on this forum since 2004, don't you think that I know that this place isn't dedicated for farewells ? I want people to know what to expect from this manufacturer when they run into HW issues; ironically people who bought their devices online ( ie. Amazon etc...) are doomed.
Better think twice before wasting your money,
Click to expand...
Click to collapse
So everyone should expect support issues based on your experience? I doubt that.
Goodbye again

I personally think that is terrible support. He purchased an item which for parts of the world is close to £€$1000.
Regardless if it was human error, a company should be able to offer a repair. I for one with old feel the same way. Luckily I had my Xperia 1 from an insurance payout as they could not supply a replacement pixel 3xl. I certainly won't be buying another, for this price tag I would rather buy a Samsung or apply device. At least those companies can repair the product.

jms.flynn said:
I personally think that is terrible support. He purchased an item which for parts of the world is close to £€$1000.
Regardless if it was human error, a company should be able to offer a repair. I for one with old feel the same way. Luckily I had my Xperia 1 from an insurance payout as they could not supply a replacement pixel 3xl. I certainly won't be buying another, for this price tag I would rather buy a Samsung or apply device. At least those companies can repair the product.
Click to expand...
Click to collapse
ONE bad example doesn't define a company. Samsung and Apple etc will all have gave customers the same experience.
If at first you don't succeed, speak to someone else and get it sorted.

Mackay53 said:
ONE bad example doesn't define a company. Samsung and Apple etc will all have gave customers the same experience.
If at first you don't succeed, speak to someone else and get it sorted.
Click to expand...
Click to collapse
I don't wanna accuse you for being a fanboy yet. You clearly have issues understanding proper english but I'm gonna give it another try. As you know, there is a damn application on your xperia device : Xperia Support. If you access it and initiate a chat with the support regardless of the time of the day, IT WON'T START THE CHAT.
If you press on " Contact Us " by phone in the damn application, it will call the Xperia service center and you will receive an automated message that " our support is currently experiencing technical difficulties and we're UNABLE to support you at this time.
If you open AN OFFICIAL TICKET WITH THE SUPPORT by mail, and this should be a centralized support service with logs and monitored tickets, they will tell you to go fix your device somewhere else, a 3rd party technician ( can't lol enough ) because they aren't willing to offer you a repair EVEN IF YOU ARE WILLING TO PAY FOR IT.
I'll probably sell the broken device on ebay since no one knows where it can be repaired and there isn't any repair center in all europe as far as i understood.
And for the sake of god stop the damn excuses. It's not a ONE bad example, it's a process and policy the company is imposing on the clients. It happened to me and it will happen to anyone who'd face the same issue. Mind you, I've been trying to repair the thing since a week and no support channel was helpful.
Oh and btw, next time you wanna reply to a thread by a single word, you don't really have to quote the whole thing you know? just saying....

Xeon said:
I don't wanna accuse you for being a fanboy yet. You clearly have issues understanding proper english but I'm gonna give it another try. As you know, there is a damn application on your xperia device : Xperia Support. If you access it and initiate a chat with the support regardless of the time of the day, IT WON'T START THE CHAT.
If you press on " Contact Us " by phone in the damn application, it will call the Xperia service center and you will receive an automated message that " our support is currently experiencing technical difficulties and we're UNABLE to support you at this time.
If you open AN OFFICIAL TICKET WITH THE SUPPORT by mail, and this should be a centralized support service with logs and monitored tickets, they will tell you to go fix your device somewhere else, a 3rd party technician ( can't lol enough ) because they aren't willing to offer you a repair EVEN IF YOU ARE WILLING TO PAY FOR IT.
I'll probably sell the broken device on ebay since no one knows where it can be repaired and there isn't any repair center in all europe as far as i understood.
And for the sake of god stop the damn excuses. It's not a ONE bad example, it's a process and policy the company is imposing on the clients. It happened to me and it will happen to anyone who'd face the same issue. Mind you, I've been trying to repair the thing since a week and no support channel was helpful.
Oh and btw, next time you wanna reply to a thread by a single word, you don't really have to quote the whole thing you know? just saying....
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Goodbye (4)

Xeon said:
You missed the point. When I sent my query in the first place, I asked about the location of the repair center in Europe so I can get it fixed since ironically no one seem to be repairing xperias nowaday and I don't trust the authenticity of parts online. I mentioned in bold that I clearly understand that I WILL HAVE TO COVER THE CHARGES.
And for someone on this forum since 2004, don't you think that I know that this place isn't dedicated for farewells ? I want people to know what to expect from this manufacturer when they run into HW issues; ironically people who bought their devices online ( ie. Amazon etc...) are doomed.
Better think twice before wasting your money,
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You have one negative experience and dramatically start a thread? As for someone who has been on this forum since 2004, I would have expected more from you. As already stated, contact someone else. Maybe the first CSR wasn't helpful, maybe the second isn't either.
Accuse people of being a fanboy, accuse people of not understanding English, so what if they're a fanboy, so what if they can't understand english? Won't change the fact that you're saying goodbye, yet you're still replying to our posts, "defending" your side. You bought another phone, you've announced your departure. Move on.

Dude, I support you and Xperia 1 would be my last SONY mobile either. I encountered the issue that Screen turns to crazy green and SONY CSR recognized it's screen quality issue then return my mobile to factory to change the screen. This experience has been posted in my previous post. You know what? When I get my phone back, the screen has been changed indeed, however the two stage shutter button is not function any more, at the CSR center, I challenged CSR why my phone two stage shutter not works after changing screen, CSR told me "SONY never has two stage shutter", yet, it's exactly what CSR said. Then I immediately called SONY China Customer compliant hotline, after that CSR center called me to ask me pass the phone and they would repair it.
So you're not the only one. SONY's outsourced CSR center is terrible, even crazy terrible, push all these loyal customers out of SONY. The way to defend the brand is not to overlook all its issues, but criticize it / challenge it and make it better.

kevinkoo said:
Dude, I support you and Xperia 1 would be my last SONY mobile either. I encountered the issue that Screen turns to crazy green and SONY CSR recognized it's screen quality issue then return my mobile to factory to change the screen. This experience has been posted in my previous post. You know what? When I get my phone back, the screen has been changed indeed, however the two stage shutter button is not function any more, at the CSR center, I challenged CSR why my phone two stage shutter not works after changing screen, CSR told me "SONY never has two stage shutter", yet, it's exactly what CSR said. Then I immediately called SONY China Customer compliant hotline, after that CSR center called me to ask me pass the phone and they would repair it.
So you're not the only one. SONY's outsourced CSR center is terrible, even crazy terrible, push all these loyal customers out of SONY. The way to defend the brand is not to overlook all its issues, but criticize it / challenge it and make it better.
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I encountered an issue with mine as well. My first unit had a display banding issue that was really bad. Sony CSR said they could not repair it, and to contact where I bought it from.
I contacted the store where I bought it from (Clove), and they offered an exchange or refund. Since they didn't have stock at the time for purple, I opted for a refund instead and bought another one at WondaMobile.
Just remain calm, contact the store where you bought it from if applicable, and keep trying.
But sure, goodbye as well!

iArvee said:
I encountered an issue with mine as well. My first unit had a display banding issue that was really bad. Sony CSR said they could not repair it, and to contact where I bought it from.
I contacted the store where I bought it from (Clove), and they offered an exchange or refund. Since they didn't have stock at the time for purple, I opted for a refund instead and bought another one at WondaMobile.
Just remain calm, contact the store where you bought it from if applicable, and keep trying.
But sure, goodbye as well!
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That's a complete different scenario. I'm talking about a lemon or manufacture defect; It's more like my own fault that i'm standing for. I have a cracked display and this is nowhere covered under warranty. Accidents do happen but they should be repaired as well. Not in Europe obviously.
BTW... got myself and note 10+ 2 days ago and Im returning it. Very awful screen and very bad camera. Not sure how it topped all other devices on DXoMark and I can't understand how people are praising the display as colors are fake AF...

Xeon said:
That's a complete different scenario. I'm talking about a lemon or manufacture defect; It's more like my own fault that i'm standing for. I have a cracked display and this is nowhere covered under warranty. Accidents do happen but they should be repaired as well. Not in Europe obviously.
BTW... got myself and note 10+ 2 days ago and Im returning it. Very awful screen and very bad camera. Not sure how it topped all other devices on DXoMark and I can't understand how people are praising the display as colors are fake AF...
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If you aren't happy with Sony - then I can really recommend you to get a device from anyone of the latest three Google Pixel line-ups.

It is very rare that they do not have spare screens, try to get paid by some insurance.
Where you bought it?
If you bought it on Amazon call and tell them you have a defective screen, that you need an urgent new one they will send you a new one before sending yours.
When I was already used to the screen of the Xperia 1, if I had to buy another brand, I would head on the wall, yesterday looking at the screens of an iPhone and my friends' galaxy gave me Desire to move them over that disgusted they gave

Bro, you dropped the phone on a very hard concrete surface(marble), and the chance of breaking the glass is 80%, Gorilla Glass 6 isn't break-proof, it will get scratches on level 6 to 7 based on scale of hardness... yeah, there are some chances where phones get survived when dropped from higher height than your phone dropped from.. but don't take it as a norm because the same scenario could happen to any other device like samsung, huawei, iphone, google pixel...etc with the same results. YOUR GOODBYE TO XPERIA PHONES FOR SUCH INCIDENT ISN'T JUSTIFIED. and BTW, all companies costumer supports has these flaws and short outcome. so, do not blame the whole company for that, and do not expect angelical communication with the other companies.

I guess he is complaining that there are no spare parts of the Xperia 1 screen

xzpremium1976 said:
I guess he is complaining that there are no spare parts of the Xperia 1 screen
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But they are available, I can see a few for £199.99.
If only they knew about a website called Google they might of found a replacement

xzpremium1976 said:
I guess he is complaining that there are no spare parts of the Xperia 1 screen
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Exactly there is no spare parts available. Even the ones online aren't guaranteed to be authentic. Some people believe that ordering parts on google and repair it yourself is the way to go but I'm tired of relying to smartass kids on the forum. If you repair the phone yourself, you will lose the IP68 feature. It has to be sealed.
Amazon said they don't cover it under warranty and they don't offer repairs. The device was shipped 3 months ago.