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Hello All,
today I used my phone for a regular phone call, went back to my desk, put it down, a couple of hours later, I hear the sms ringtone, pressed the 'wake up' button on the top, (the screen had gone blank as usual), and.... disaster, I see a long crack on the screen...
I suppose the phone is still under warranty (1.5years), but I do not know if it covers the LCD screen... It's quite insane, it was not in my pocket, it was not dropped, no liquids were spilled on it... Literally, used for a phonecall, put it down and then next time I use it has a crack is on it!!!
Did anyone have any similar experience in the past? Do you think it is covered by warranty? If not, does anyone have any idea what it costs to get it fixed? (I had bought it from devicewire, uk)....
Thanks,
MM
What's the options?!
You need the screen replaced as soon, as (with my experience) the crack will outgrow the whole screen and soon you won't be able to use it.
Take it to the dealer as soon and as small the crack is, and suggest it was a manufacturer stress in the factory assembly that has started a hidden crack that grew up.
If you have the UK model (same as me) (Orbit 2 Xda branded) they are very very hard to find parts as they are mostly made for the HTC branded phone (silver original one).
So if you find a replacement online pls let me know, i need the touchscreen, not lcd but same diff!
P.S your warranty should only be for 12mths, well atleast mine are, and everything is covered usually, so just ask your outlt... if not, find a part online and repair, i would be happy 2 help with guiding through repairs if needed.
good luck, keep us informed.
I had the same problem. The phone was in my jacket´s pocket and when I was putting the jacket on the back of a chair it slightly hit the wall, for which I didn´t even worry. When later I picked up the phone the lcd was cracked. I have had the phone falling to floor without any problem a long time ago, and ironically it broke with a little hit.
I am sending it to fix, but I know I cant avoid paying for the repair.
Hello All,
thanks for your replies. My HTC is now at the HTC Service... I was told that the warranty does not cover the screen, so we will see how much it costs. The person at the HTC support line told me that the screen would cost around £60 and if it was the case that the mainboard has a problem, it will be more. Additionally, running the diagnostics on the first place will cost £15. It kind of makes me wonder what on earth that warranty covers for. I was under the impression that the phone is still under warranty and their attitude in claiming that this is not covered under by warranty shows the same thing.
Their quality of the service is probably average. I only received an email with the ticket number from them when I phoned them for a second time telling them that tehy had not send me any emails yet. I know they received the phone on the 7th of July, since I received an automated email from them, however, I have not heard anything from them since then, and I will need to phone them again. I have also input the ticket number and my email in their web page, but have not received any updates...
I decided to fix the phone, unless they come up with a stupid cost; the phone is lees than 2 years old and has served me well: I have used messenger while in airports and watched many movies while travelling. On a side note, I kind of have mixed feelings about HTC now. On one hand, HTC is very innovative, on the other hand the fact they release new phones so quickly kind of upsets me. I also think that nokia for example puts a lot more research and QC into their phones. The final thing I am not very fond of on this phone is that it's finger-unfriendly (no, I am not buying an iPhone...).
Even so, I have decided to fix it (subject to the repair quote), and keep it a couple of years more...
I will keep you posted about the final price....
I just replaced my Screen myself tonight, I also fixed a few things inside the device which were getting loose, just as the keys. I put some foam in the case where the keys are and now they are nice and tight.
The device is built better now than it was when i purchased it, plus it has a brand new screen now too. Cost: $1.00 Shipping to AU + $8.87 (USD$)
Tools are mine, they costed me $7 and got some free with screen.
HTC Repair... hell nah!
Hello All,
I know this is an old thread, but believe it or not, I only managed to get my phone back yesterday...
The phone as predicted costed around £60 pounds to fix (including postage). UPS then tried to deliver it to the address I gave to them. Unfortunately, it happened I was not there, so they left me a card. Using the number on the card, I arranged the delivery address to be changed. This happened on the 22n of July.
Unfortunately, the phone went missing and then my long adventure started... UPS asked me to phone HTC, HTC's reply was (I quote): 'Why did you change the delivery address, you would not have a problem now'. Their attitude was mostly unhelpful and they insisted that now (I quote again): 'It's now between you and UPS, why should we contact UPS?'
My understanding is that UPS in these cases asks the SENDER to raise a trace request and that they charge the SENDER for this, which is why a lot of merchandisers are unwilling to put a 'trace request' . Finally, after lots of phonecalls, UPS raised a trace request by itself.
It would take lots of pages to describe here the conversations I had with both UPS and HTC, each one blaming each other, until around mid-September where UPS said that they sent a claim to the SENDER, and it is now upon the sender to act.... Needless to say HTC continued arguing they have not received anything...
Finally, someone found that claim and sent me a replacement phone. The replacement seems new, though I guess, it might as well have been a refurbished phone. I also got a stylus with it and a battery cover, but no battery of course, (I had removed all these prior to sending the phone back).
Now here comes the amazing bit:
This time they used CityLink to send the package and HTC had forgotten to put my name on the package; they only put the delivery address. Amazingly, the package ended up in the company I work for, but in a different building near the one that was supposed to be delivered. Someone from my company called me and asked me if I am expecting a package from HTC, and that I can pop down the street to collect it from them....
Anyway, I have my phone now, it's ok... But I would avoid any interaction with HTC UK in the future.... I think I will also avoid HTC altogether in the guture, but that's a different issue altogether
Thanks everyone who posted in this thread (knowing that this would cost a few bucks to fix does not make it any better, but anyway )
just for next time
in my clumsiness i closed a car door on my cell which broke the LCD
after a short search over the net i found the tools needed (small screwdrivers and some plastic screwdrivers) and the LCD.
found the LCD at Ebay and the screwdrivers at dealExtreame
in really cheap all together cost me something like 140 US dollars
the change was quite simple as there are many youtube videos on how to open our cell.
so after like ah hour all was done and good to go.
hope it will help someone
if anyone need the ebay dealer just ping me (not related someone from china )
I bought my Nexus S at Best Buy when it was free for AT&T last week and I was coxed into buying their Black Tie Protection Plan. I have to say that it was a great idea. However, I took my phone in, because I had a deep scratch in the screen and they told me it's a no go, and they wouldn't accept it for repair. The scratch was deep enough where I could feel it with my fingers... In the end, the phone had to be more impacted, like a cracked screen. They told me Zagg would make it look like new again... All of this while I was waiting for my Case Mate case in the mail...
So I went home and intentionally dropped my phone from two feet from the ground and it smashed the screen! I was "hopping" it would hold up a bit better than it did, but it did have a scratch in the screen. Went back to BB today and turned it in... unfortunately I had read terrible stories of BB repair turn around times, taking up to three weeks!!! So here I am waiting for a commencement email from BB regarding the repair...
Anyone else have experience with BB Black Tie Protection?
The speaker on my first nexus blew out and I also had the black tie protection. Instead of repairing mine they just approved me for junk out about a week later and i went into best buy and got a brand new one. The only way it's gonna take a terribly long time is if the repair center is bogged down or they are having trouble repairing the phone. I wouldn't worry about it too much as the typical time is usually gonna be no more than two weeks.
Sent from my Nexus S using XDA App
I have the black tie. Never did a repair though. however I did have to take my nexus in yesterday because of wonky touch buttons. They said I qualified for rapid exchange. They took my nexus, gave me an LG Optimus loaner, and said I'd h have a new nexus in 3 days. Can't beat that!
Sent from my LG-P509 using XDA App
I took mine in for repair because the screen started to lift up on the top right corner. They said it would be taken care of in 3 to 5 business days. That was four business days ago. Also on the Geek Squad tracking website it still shows my device only as being checked in. Luckily I still have my N1 as a backup phone.
I was with GeekSquad a long time ago and their Policy then was, that Under no circumstances would they cover screen scratches or cracks. I'm sure that still stands now.
3 weeks is normal if they send the phone to Samsung, at least it's normal for European electronic device (phones, laptops, tvs, etc) exchanges/repairs.
Because I work for Geeksquad, I can answer most questions reguarding BTP.
90% of the phones sold at BBY qualify for Rapid Exchange BTP, the remaining 10% are either standard repair (taking approx 3-4 weeks to send it in get it repaired and then shipped back, but they provide a loaner phone everytime.) or In-store exchange.
Rapid exchange is essentially a pre-repaired phone, aka refurb. Instead of waiting normal repair times you get refurbs normally within 3 business days.
As for the OP, whoever told you scratches were not covered is lieing to you. BTP covers everything except blatent abuse, IE smashing the phone infront of an employee or sticking it under a tire and driving over it on purpose(yes they really can tell). This also includes water damage. Next time they tell you its not covered, ask to speak to a manager.
Well, I should have posted this before cracking the screen. And I thought they told me BTP covered everything except lost or stolen! (So I wouldn't have to go through the pain of cracking my screen...) And the rapid exchange wouldn't work because I have an AT&T version, which I believe is sold out...
Now I have to pain through three weeks!!! Dang!
Thanks for the info.
jake.corey.jacobs said:
Because I work for Geeksquad, I can answer most questions reguarding BTP.
90% of the phones sold at BBY qualify for Rapid Exchange BTP, the remaining 10% are either standard repair (taking approx 3-4 weeks to send it in get it repaired and then shipped back, but they provide a loaner phone everytime.) or In-store exchange.
Rapid exchange is essentially a pre-repaired phone, aka refurb. Instead of waiting normal repair times you get refurbs normally within 3 business days.
As for the OP, whoever told you scratches were not covered is lieing to you. BTP covers everything except blatent abuse, IE smashing the phone infront of an employee or sticking it under a tire and driving over it on purpose(yes they really can tell). This also includes water damage. Next time they tell you its not covered, ask to speak to a manager.
Click to expand...
Click to collapse
Sorry, BTP was not around back then. I was a GeekSquad DA at launch; remained for two and a half years.
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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Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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:
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
@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.
Click to expand...
Click to collapse
...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.
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.
I set my phone down and picked it up only to find dead Pixels in the lower right of the screen! Anyone else have this happen. I haven't dropped the phone or gotten it wet. I am sending it off to Samsung Thursday. I hope they fix it and don't come up with some excuse to to warranty the dead Pixels.
I've had this happen as well. I sent it off to be fixed but when it came back, the front display wasn't working. Now I'll have to send it off again...
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
Yep, me too
This just happened to me an hour ago. I have not damaged the phone in any way. I hope this doesn't turn out to be another Galaxy Fold debacle.
Update: I just called Sprint and since I am within the 30 day satisfaction window, they are going to replace my phone. If this happens again then I'll be highly disappointed!
yopiggy said:
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
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Hey what was the update ? I live in dallas too. and I have exactly the same concern. Its good to know what they say before i go there.
Same here. I sent it in for repair, got slammed back with out of warranty due to an invisible scratch in a totally different spot, with their own admission is unrelated to the dead pixel and fault in the screen, and is only on the outer cover...but still invalidate warranty....I switched to Samsung 3 years ago, I might be trying google next...can't replace a good customer service when it matters.
I took my phone to the Samsung repair place uBreakiFix located at 6205 Coit Rd Suite 336, Plano, TX 75024. They fixed it under warranty. Now my phone is really getting hot. So hot is is starting to burn my face when I talk on it. Looks like i will be calling samsung again. I am afraid this thing is going to explode.
Dead Pixels x2!
I am already on my 2nd Galaxy Z Flip and now trying to get #3! My first phone developed a spot of dead pixels in the middle of the screen. They magically appeared less than 24 hours after I received it. It was only plugged in to charge overnight, so I know that they were not caused by me. It then took over 3 weeks of multiple calls to finally get it replaced! At first, they kept trying to get me to send it in for a refund, and then told me that I could just buy a new one to fix it. I told them that they were dumb and that this was not a logical option. I received this phone through the Samsung Device Insights program for 1/2 price and a replacement would cost me the full amount.
Finally, after spending another hour on the phone and telling my story for the 50th time, I finally got through to someone in a higher up support office. He agreed with me that the previous calls and my experiences were ridiculous. He took the time to contact a local authorized Samsung repair store where he could send a replacement phone for me to pick up. On the bright side, I only had to turn in the phone, and I got a completely brand new one in the box. He said I could keep all the accessories from the original phone. While it did take a few days longer than I was originally told, I did eventually get the new phone.
Fast forward to today, I have had this replacement device for exactly 20 days. I am presently at work and when I opened the phone to check my messages, I found MORE DEAD PIXELS! Just like the last phone, they are always visible, only this time they are at the top of the display. I made another call back into Samsung, and I am currently waiting for a return phone call from Anthony. He just so happens to be the same upper level support person that I spoke with last time. He was the only one that was able to get the phone swapped out. Now I am hoping he will call me back to get this taken care of again.
I will say that If I do not get a call today as promised, I am sending it back for a full refund and I will never again buy another Samsung product. I am leery about even getting a 3rd unit after the horrible experiences I have had. Have any of you had similar problems and did they get your defective phone screens repaired/replaced as promised? So far, I am very underwhelmed and think that Samsung has a long way to go to provide proper customer service.
Me too
I've had a Z flip for 5 months and tiny dead pixels on the top of screen.
I've never dropped nor wet.
I went to Samsung repair shop in London and they told me that they can't repair under warranty and I had to pay 99 pounds.
They mentioned that they could see tiny scratch on the screen which I couldn't see my eyes.
My friends told me that Samsung after care are terrible and I agree that.
I've been carefull this phone and I've never had a problem with dead pixels before.
I felt I was conned and very disappointed with Samsung