What happened
I sent my GS3 to the main Samsung Repair Center for what has been confirmed as a hardware problem with the LCD screen. The repair report says "Warranty: No Warranty" and comes to a total cost of $130. I did indeed buy the GS3 unsubsidized on eBay gently used. So, do not have sales receipt.
Their Warranty
"Products are free from defects in material and workmanship under normal use and service for the period commencing upon the date of purchase by the first consumer purchaser and continuing for [one year] "
Argument
Samsung confirmed the phone did had a defect under normal use circumstances. The only hard part is the proof of purchase. However, most importantly, the GS3 was first released in May 2012. It can't possibly be older than a year. IMO Samsung should honor that and repair the factory hardware problem with no charge to their customer.
Next move is to call Custom Support (oye vey). But first, does anyone have suggestions or experience in a similar situation?
Sent from my De-Amazoned JB Kindle Fire via Tapatalk
I'm assuming that they are claiming no warranty because you didn't provide a copy of the original sales receipt. Since their warranty language specifically states 1 year from the original purchasers date it means the warranty is transferable.
You're not going to have a choice but to call customer service since the repair centers are rarely capable of approving warranty work without all the required proof of purchase info. The repair centers are often authorized repair centers that have contracts with the device manufacturers.
Good luck.
Sent from my SCH-I535 using Tapatalk 2
I ran into a similar issue with the screen on my "lightly-used" Galaxy Note 10.1 that I acquired through a trade (for a set of 4 Nokian snow tires + chains = win).
Anyways .. as the poster said above me, the repair shop (most likely an "authorized", contracted repair center) will only deal in YES or NO terms and they aren't authorized to budge for anyone.
You will need to call customer support. I was able to get my tablet repaired, but only after calling customer support about a half-dozen times. It is the luck of the draw on who you'll get to answer your call so just be persistent and quote their policy directly. I've also found in these situations that embellishing a little (if you're cool with that) can go a long ways ... something minor like telling them the person you spoke with at the repair center told you it "shouldn't be a problem" and you just needed to call customer support first so they'd authorize it.
Send the message that you aren't going to go away/allow yourself to be screwed over.
Good luck and report back what happens!
For the background to my issue please read the following thread;
http://forum.xda-developers.com/showthread.php?p=44279573#post44279573
This thread is to give my experience of the RMA service that I have received, not the fault itself which was "fixed".
So essentially I was advised by Asus support that DHL would come with a special box to take the tablet away and to send all accessories such as the charger with the tab. However the DHL email said that I should pack in my own box and not to include any accessories. It was not clear to me whether the keyboard and charger would count as accessories or not. I decided not to include the charger as I had already verified that wasn't the cause of my issue and the charger is listed on Asus's own website as an accessory. However I was later told that I should have included the charger. All a bit confusing, mixed information but a small issue when you read below. I can't fault the tracker service or the speed of the "repair" either. I was happy to know exactly where my tablet was at all times and that it wasn't going missing.
Now everything I thought was fine until my I opened the box last Friday with my freshly "repaired" tablet. Like many of you guys I take extremely good care of my tech. I could have easily passed my tablet off as brand new with not so much as a hairline scratch on it after 10 months use. You can imagine my horror when I saw what it looked like on return. Essentially the list of problems is as follows;
Curve along bottom edge of tablet that should be flat.
Screen not fitted properly on right hand side.
Screen not fitted properly on left hand side.
Damage to case on power connector socket.
Plastic strip on top rear not fitted properly.
Haptic vibration creates a noise like a duck quack.
HDMI output has horrible red interference.
Glue residue on back of casing.
I have attached images below for you to see the quality of the repair work. What is especially annoying is that when I first called up to complain on Friday the only thing they were interested in was if I had pictures from before I sent the tab in. I am annoyed because when I raised a concern about the quality of repair work prior to sending my tablet I was assured by Asus Support that the repairers were monitored for quality of work and everything would be fine. It was only because of my mistrusting nature with this type of thing that I took pictures showing the condition it was in and how I packed it.
It should be noted that I only expected the battery to be replaced during the repair. According to the service report the screen and the motherboard were also replaced. I now believe that they must have been damaged during their removal from the now damaged shell case. To cover their tracks they listed faults with them which would require replacement such as "mechanical fault". I am absolutely furious with Asus over this shoddy repair and have informed them that I do not accept the repair and am seeking a new tablet to replace the one they have ruined. I am yet to have a response after sending them the pictures and I will keep the thread updated as I do. :crying::crying::crying:
Mine is in Texas right now with digitizer problems. Mine is as yours WAS, like new in appearance. I hope to God it is returned in the same condition. There is no excuse for returning a customers stuff in that condition. If they botched up the repairs that badly they should have replaced it.
Good luck, hope they resolve it for you. It clearly appears from your pics that they botched the job and owe you a replacement.
I recently had my digitizer repaired by the Texas facility and mine came back in the same pristine condition it was in when I sent it and the repair was without problems.
Keep us posted.
That truly is one awful repair job.
"Haptic vibration creates a noise like a duck quack."
This did make me laugh tho
flumpster said:
That truly is one awful repair job.
"Haptic vibration creates a noise like a duck quack."
This did make me laugh tho
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Yeah, if I wasn't so annoyed I'd probably find it funny too.... Sound file uploaded for your consideration... (I had to zip it as the forum didn't like mp3 or aac).
I'm sorry to hear all that mate! That is shocking. Stand your ground and don't take no for an answer.
I appreciate the kind words folks. Apparently my photos have been forwarded to the correct department within Asus. Which I hope is the "sending out new tablet department".
Your case tells me I should consider myself lucky they (the same service center) only slashed the box!
Sent from my Xperia Neo V using xda app-developers app
Wow, talk about screwing up a repair... This reinforces my belief that sending in my 700 for a screen repair (a nice crack in the upper right corner) is a bad idea.
Good luck with the fight ahead!
An update for everyone. I sent over the pictures of before and after as requested. My email was rejected as being too large (around 12Mb I think it was). I asked what was the maximum size email I could send and received no response. I then decided to split the email in to 5, ensuring that each email was less than 5Mb. Over a week later I enquired what was the status to be told the person dealing with my request was on holiday and would reply the next day. I duly received a reply saying that they still needed pictures of (.....) so it seems they could only find 1 of my clearly labelled 5 emails (number 1 to 5).
I was also informed that I would not be entitled to a replacement tablet as warranty only provides for a repair. I replied to that email by saying that "I am also entitled to a quality of repair that doesn't damage the rest of my tablet in the process. I am not claiming for warranty repair work to be done on my tablet, I am saying that during the warranty repair of my tablets battery, my tablet was unneccessarily damaged due to poor workmanship and now needs replacing."
The last email I have received says they have now got the photos and my request has been forwarded to "higher management". I don't know who higher management is, but let's hope it is someone who is just as horrified as me at the quality of repair work and agrees that somoene paying top price for their electronics and takes the time to look after them properly, should not have to accept such poor standards from Asus themselves. They're making it really hard for me to ever consider spending money on an Asus product again.
Once again, fingers crossed.
I have receied a response from Asus;
"Dear John,
Thank you for awaiting our response.
Kindly note that the management investigated your case and decided to offer you a free of charges repair.
They came to that conclusion as the key out video, the video that record whether a customer’s unit left the repair centre in a good condition was of poor quality, because so we can't see if the unit was damaged or not.
Please let me know if you want to proceed with the free of charges repair? Once your response is received I will create a new repair RMA to and book a collection. What would be a convenient collection date?
We look forward to your response.
Kind Regards,"
I read that to mean: Asus can't prove that it wasn't their fault the tablet was damaged, and I can. Therefore they will just repair it for me. I am supposed to be grateful that this won't cost me anything. For my inconvenience they are offering me nothing in return. I would have thought at least they would have offered some sort of token to apologise, even if they won't replace the tablet.
What do you guys think? If they repair it and it looks as good as it did previously, I wouldn't have a problem. I'm just worried that it will come back looking as bad/worse. My real concern is that if the outside is a mess, is the inside put together properly? Is the tablet going to fail in another few months because a connector hasn't been put on properly inside, or a wire has been part way cut through/trapped, etc, etc...
I've emailed them to have one more try at getting a replacement, which I really think is the honorable thing to do. At least I know what kind of company Asus aspire to be. Currently I don't think I'll be going anywhere near anything Asus ever again.
Imho they should replace it, they made a mess with the repair so it's their fault. You sent the device in perfect condition so their duty is to send it back after repair in the same condition. I wonder what they mean with repair now, replacing the body and keep the internal parts or what.
Whatever, if you accept this repair offer make it clear that you expect a perfect repair and also the device must return in perfect condition, wtf, you paid for the damn thing. Good luck!
Thanks for the reply and support.
I'm rightly playing hardball so avoided asking details of the proposed repair. Don't worry though, I would need to understand exactly what their proposed repair solution is before I would agree or send away my tablet to them again. Unlucky for them that I'm a professional mechanical design engineer used to dealing with quality engineering.
Gudders said:
Thanks for the reply and support.
I'm rightly playing hardball so avoided asking details of the proposed repair. Don't worry though, I would need to understand exactly what their proposed repair solution is before I would agree or send away my tablet to them again. Unlucky for them that I'm a professional mechanical design engineer used to dealing with quality engineering.
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I RMA'd my Asus TF300T around 3 months ago due to LCD banding and light bleed (Asus UK service center in the Czech Republic). There were numerous problems with the repair. Firstly, the charger was badly scuffed, the plastic casing was popping out (exposing the headphone jack and other ports) , the screen was on an angle, the glass wasn't glued down securely (movement/creaking) and they managed to chip part of the plastic surrounding the screen. I showed the problem to the store's manager (Argos, as I let them deal with it) and she agreed that she would let me have an exchange or pick a different tablet without argument. I exchanged for a Note 10.1.
Hope your issue gets resolved.
I would INSIST on the tablet being replaced and not repaired. It's pretty obvious that they can't make proper repairs already.
BTW: I got mine back with no cosmetic damage at all. So a proper repair is possible they just need some new employees at that repair facility.
Mine was in for the touch screen. I have no idea what was done. Right after I restored all my apps, about 4 hours, it started acting badly again. I called Asus on the phone. I was given another RMA and emailed a return shipping label. During my phone call I turned off the tablet. It was powered down for about 15 minutes. I powered it back up and have not had one incident with the touch screen since! Its been a week without trouble from the screen. I called to inform them at Asus and was told the RMA is good for 30 days. If problems develop just use it to send it back.
So far, so good.. .. .
It seems that Asus are are refusing to budge on the issue. My concern now is that due to the bend and stress on the screen at some point in the future it may crack and I'll be left without a tablet forever, so it seems I may have to relent and send it in for repair anyway :crying:
I have still had no answer from Asus on the following;
The screen was replaced, including the LED backlight. I have no idea why they were. A problem has been listed of "Abnormal lines on display". I never reported such a fault. My suggestion is that the screen was damaged on removal at the same time as the case was damaged through carelessness.
The motherboard was replaced. Again I have no idea why. I don't know if the charging issues related to the motherbaord or not. I don't believe so as everything else functioned correctly. Was the motherboard also damaged on removal?
"Mechanical Error" was listed as a problem. I have no idea at all what this refers to. The keyboard has not been touched, thankfully, and except for the power/vol buttons (which are terrible to begin with, and worse now) what else mechanical is there?
Asus have offered me nothing as a token of apology. I would have expected at the least to send me an accessory, or money off asus products in the store, something along those lines. Nothing, zip.
My folks were looking into buying a tablet and I was recommending them a Nexus 7. However that will definitely not be happening now. If anyone else is having second thoughts, or actually cancelled/changed their mind on buying Asus after reading this please PM me. I'll be happy to forward the statistics to Asus themselves.
Gudders said:
It seems that Asus are are refusing to budge on the issue. My concern now is that due to the bend and stress on the screen at some point in the future it may crack and I'll be left without a tablet forever, so it seems I may have to relent and send it in for repair anyway :crying:
I have still had no answer from Asus on the following;
The screen was replaced, including the LED backlight. I have no idea why they were. A problem has been listed of "Abnormal lines on display". I never reported such a fault. My suggestion is that the screen was damaged on removal at the same time as the case was damaged through carelessness.
The motherboard was replaced. Again I have no idea why. I don't know if the charging issues related to the motherbaord or not. I don't believe so as everything else functioned correctly. Was the motherboard also damaged on removal?
"Mechanical Error" was listed as a problem. I have no idea at all what this refers to. The keyboard has not been touched, thankfully, and except for the power/vol buttons (which are terrible to begin with, and worse now) what else mechanical is there?
Asus have offered me nothing as a token of apology. I would have expected at the least to send me an accessory, or money off asus products in the store, something along those lines. Nothing, zip.
My folks were looking into buying a tablet and I was recommending them a Nexus 7. However that will definitely not be happening now. If anyone else is having second thoughts, or actually cancelled/changed their mind on buying Asus after reading this please PM me. I'll be happy to forward the statistics to Asus themselves.
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Any update?
mr.fast said:
Any update?
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Not as such. I have been given an address that I can write to to lodge a formal complaint;
FAO Service manager
AsusTek U.K. LTD.
1st floor Hemel One
Boundary way
Hemel Hempstead
HP2 7YU
I am waiting for an RMA number so I can send my tablet back for a second repair. I have been assured that the service centre will be prepared and will make ammends for the poor repair that was done last time. I have no other choice but to go with this option for the time being. I have no idea what response I will get from the above address
Gudders said:
Not as such. I have been given an address that I can write to to lodge a formal complaint;
FAO Service manager
AsusTek U.K. LTD.
1st floor Hemel One
Boundary way
Hemel Hempstead
HP2 7YU
I am waiting for an RMA number so I can send my tablet back for a second repair. I have been assured that the service centre will be prepared and will make ammends for the poor repair that was done last time. I have no other choice but to go with this option for the time being. I have no idea what response I will get from the above address
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Any chance of an update ?
boakesm said:
Any chance of an update ?
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Tablet has been with Asus since 24th September back at Brno, CZ. Anticipated completion date of next Monday 7th October. It only took a week to "repair" last time but they may be having a closer look at what has gone on and take a little longer. I'm happy for them to do that and get it right. Just a shame that I am away in Italy at the back end of this week on business and it would have been great to have my tablet to watch a film, keep up to date, etc.
Once I receive it back I shall be writing my complaint letter.
Just for some perspective, I have been in the electronics business for nearly a decade. Working with microelectronics is something I do on a daily basis.
So, imagine my disappointment when I sent a phone to Samsung for warranty service, only to have them return it with reported water damage! This is remarkable, considering the phone has never come into contact with liquid water.
Since my warranty was voided, I took apart my phone and found...no signs of water intrusion! You can find details in a document I sent off to Samsung for review at dl.dropboxusercontent.com/u/73830636/noteii.htm
What concerns me is that when I contacted them for assistance, all I received was an apology and request that I contact their voice support, which is notorious for being unhelpful and having no escalation procedure.
Is there a way of escalating my claim through Samsung? I would love to have this matter resolved, but I am concerned with their warranty policy.
I'm willing to bet that there are many others like me who have had phones returned with "water damage" but have actually fallen victim to Samsung trying to save a few bucks because they know that people don't have the technical expertise to dispute their claims.
If you have a story similar to mine, I'd like to hear from you. I have a feeling that this happens fairly often, and we would benefit as consumers if we can gather this information into a common knowledge base and raise the issue to Samsung directly.
My brother got that with his one week old, supposedly waterproof phone.
I'll let the irony of that sink in.
It does seem to happen often, did you check the water mark inside? It can get activated by any kind of everyday moisture really and isn't valid.
Anyway, he stood on his claim (and rightly so) and had a new phone in no time, but has to be said we're Norwegians. The laws here protect the consumer, not the corporation.
Sent from my GT-I9000 using XDA Premium 4 mobile app
Hr Kristian said:
My brother got that with his one week old, supposedly waterproof phone.
I'll let the irony of that sink in.
It does seem to happen often, did you check the water mark inside? It can get activated by any kind of everyday moisture really and isn't valid.
Anyway, he stood on his claim (and rightly so) and had a new phone in no time, but has to be said we're Norwegians. The laws here protect the consumer, not the corporation.
Sent from my GT-I9000 using XDA Premium 4 mobile app
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Unfortunately, I purchased the phone out-of-cycle through Amazon, so I don't believe I can go to the carrier for this (lesson learned). I'm sure there are folks here at XDA who have had to deal with Samsung customer service. If anyone has any pointers on how I can get through to someone who will listen to my complaint, I feel like I've been beating my head against a wall these past few days trying to get through to someone over there.
Thanks for the info.
I bought a new Samsung printer and after a few months it stopped working. They asked me to courier back free and :laugh:fixed it for me while it was still under warranty.
Maybe phone and printer servicing departments are different.
I have a slight different issue
I have purchased a Galaxy S4 on 10th August, 2013 and I was promised one time screen replacement offer by paying Rs. 500.
I have submitted a request in the customer care (Service Request No. 8461219090) for the replacement of my cracked screen. They verified my phone and promised me a screen replacement at any service centre under the said scheme.
I submitted my phone on 16th January, 2014 to the samsung service centre located at the 1st Floor, Africa House, Topiwala Lane, Grant Road (E), Mumbai - 400007. The representative took Rs. 500 and told me that he will have to verify with the customer care in order to change the screen under the offer. He did not provide me any invoice for the same. The Job Card Number for the request is 4167025423.
I called at the service centre on 23rd of January, 2014 where I had a talk with Mr. Srikant who informed me that my screen has been replaced and I can come and pick the phone from the service centre.
I went today morning at 10 am and they refused to deliver me the phone stating that some formalities are pending from Samsung Global.
This has caused me immense agony as I had to specially travel 40 kms for this. Also, my work has been hampered as I had to spare time from my office timings to carry out this activity. Further, even on my repeated request, I was not provided a formal invoice/receipt for the amount of Rs. 500 paid. The representative wrote a note on the job card stating the same which does not suffice as evidence.
Sorry but I closed this thread. xda is really not the place to work out customer service issues with Samsung.
Thanks!
Hi,
I sent my 3 day old mobile into Virgin Media for a loose home button (doesn't register clicks properly) and was called today to say it would cost £200 to fix as the phone has been rooted and this voids warranty. Initially they agreed a door swap as I was within 14 days, and then phoned a day later to say it had to be sent for repair instead.
Yes, KNOX is tripped but I've read many reports in the UK warranty should still be covered. Can anyone advise me a little further in UK law? I've asked for the handset to be returned. It was returned to stock via Odin before sending in, so it's the Knox trip they're hedging this on.
Cheers
For anyone in the UK interested in following this, all my updates are here - http://community.virginmedia.com/t5...o-root-Galaxy-S6/td-p/2918695/highlight/false
Consumer advice have been contacted, with me hoping they'll go to trading standards. My personal opinion is they are wrong on two counts, cancelling the doorstep exchange within 14 days, and obviously denying the warranty on a hardware issue which everyone knows cannot be proven to be caused by rooting. Have to wait 3 working days (till the end of this week) till they get back to me. Phone returned today with a generic letter saying the issue isn't covered by warranty.
I think tampering with the device in anyway voids the warranty.
Sent from my SM-G920T using XDA Free mobile app
Even after writing to VM and quoting the laws Citizens Advice told me to they are still refusing. Up next it will be the small claims court.
I know about all the opinions and evidence about KNOX and Samsung on the web, but the EU makes it quite clear consumers are in a strong position when it comes to flashing.
How it can be okay to use your own software on one electronics device and not another (PC vs mobile), and even between two mobile companies (Google vs Samsung) is something we should have clearer laws on in this digital era. We even have cases of Samsung repairing KNOX voided phones. It can't be a situation where it's sometimes okay, then other times not, the law isn't as flexible as that. Either it is okay to flash mobile devices, or it's not.
I will let everyone know how this continues to pan out. I've also contacted the FSFE team for further advice on their article - https://fsfe.org/freesoftware/legal/flashingdevices.en.html
Just an update. I was contacted by the CEO's office, Tom Mockeridge, who have stated that their repair company UTL state installing 3rd party software is first and foremost misuse, and secondly that the phone is now corrupted. Corruption to them meant that it cannot be returned to stock samsung firmware, which it has been... and that the motherboard needs replaced costing £204.
Besides the fact there is plenty of evidence of KNOX tripped phones being repaired/exchanged in the EU, I'm confident "misuse" and "corruption" will not hold up in court. The phone operates fine besides the issue with the button.
To comply with their complaints process, which going via CAB and small claims isn't, I will write to CISAS as well - http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer Complaint Code of Practice.pdf
When I first got the device (Galaxy S7 non-edge) it had slight unusual gap at an edge of home button. I didn't take it seriously and I started using the device without worrying about trying for a replacement. But after a week or so the gap got more worsened (as in the Image-1 attached below). So I tried for a repair since the 7-days replacement period was already over by that time. The whole display panel along with the home button was replaced free of cost as according to them “only manufacturing defects are covered in warranty”. But after that repair I got a faulty display panel (as in the Image-2 to Image-4 attached below). So instead of doing repair after repair I asked them for replacement since nobody will be willing to do repairs on their device for reasons that is entirely the manufacturer’s fault. What do guys say? Do I deserve a replacement?
PS: The device has been with me for almost 1.5 months.
JovHok said:
When I first got the device (Galaxy S7 non-edge) it had slight unusual gap at an edge of home button. I didn't take it seriously and I started using the device without worrying about trying for a replacement. But after a week or so the gap got more worsened (as in the Image-1 attached below). So I tried for a repair since the 7-days replacement period was already over by that time. The whole display panel along with the home button was replaced free of cost as according to them â??only manufacturing defects are covered in warrantyâ?. But after that repair I got a faulty display panel (as in the Image-2 to Image-4 attached below). So instead of doing repair after repair I asked them for replacement since nobody will be willing to do repairs on their device for reasons that is entirely the manufacturerâ??s fault. What do guys say? Do I deserve a replacement?
PS: The device has been with me for almost 1.5 months.
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yes, I would flip out if it was me and go ape**** on Samsung