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Poor HTC Customer Service

I dropped my Sensation and the glass cover of the screen smashed so I sent it back for repair which I fully expected to pay for. What I didnt expect was for them to also charge me for a new Mainboard. I called to query this and was told that the the bootloader had been changed, they had to replace the MB to lock it again in order to provide me with a warranty for the repair.
I explained to them that I thought this was nonsense and I was not fussed about a warranty and just requested that the screen was repaired.
As the phone was dropped, I wouldnt have thought for a minute that the phone would be fixed under warranty so what is their beef?
Was there not a press release from HTC saying that they were going to remove S-On from new devices? Does anyone have a link to this?
I'm now left with the option of paying £260 for the repair or have it returned for £23 which I'm thinking of doing then selling it on ebay.
Pretty gutted and disappointed at HTC

They weren't going to remove S-ON, they have offered the ability to unlock the bootloader. 2 VERY different things
It does seem a bit rubbish they've done that, though. They shouldn't care what else is up with the phone if all you want to do is pay for the repair of the screen

Ah, that makes sense.
Yup, I'm pretty upset to be honest that they've got me over a barrel regarding repair.

de-v8 said:
Ah, that makes sense.
Yup, I'm pretty upset to be honest that they've got me over a barrel regarding repair.
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I'm sorry to say that this isn't really anything new. My experience of HTC customer care in the UK is that they are absolutely awful from start to finish. At one point I swore I would never buy another one of their devices, but briefly owning an Acer and a Samsung revealed problems too.
If you search you'll find various complaints on XDA from people who have sent in phones with one problem only to find they have another on arrival despite careful packaging (the screen is suddenly broken, it is suddenly water damaged etc).
It might just be whoever HTC uses to do servicing and warranty work in the UK and not HTC themselves that are the problem. I don't know enough about this so I am only guessing, but I would suggest it might be worth trying to get hold of someone in HTC Europe/Worldwide and asking them to intervene on your behalf. Just emphasize that you only want to pay for the screen to be repaired and that if some gorilla has broken the main board whilst trying to replace it, that simply isn't your fault (I'm guessing that's what has really happened). Try emailing a tech site like Crave for some publicity? If HTC are insisting on charging everyone who sends in a phone with a broken screen which also has a custom ROM on it for a new main board.....well, that's just plain wrong isn't it?

My sentiment exactly.
I'm not expecting a warranty, although it would be alarming to get the unit back fixed to find another fault.
Surely the whole point is that I've requested a repair that I'm happy to pay for, they're demanding on a much bigger and unnecessary repair to fulfil it.
WRONG

I don't really understand why the firmware would need to be locked to guarentee a screen repair anyway? And why wouldn't they just flash new firmware to the existing phone - why would the main board need to be changed? People flash back to original firmware here all the time. It just doesn't smell right to me, but once again, I am FAR from an expert on the subject. You could just call their bluff and ask for the phone back and pay the return fee.
If you're in email correspondence with them and they haven't already done so in writing I'd ask them to put into writing why replacing the screen requires a new main board; why does new formware have to be flashed to the device to guarentee a hardware repair? Why can't the new firmware be flashed to the existing main board? I'd also exlpain as politely as possible that you are disatisfied with their explanation and ask them for a point of contact directly with someone at HTC to act as an ombudsman, or just tell them that you'll be contacting HTC directly to ask them to interevene.

Sounds like pure scam. It would be equivalent to dropping off your car for a windscreen repair and being told you need a new injection system because the exhaust has been modified. If you don't pay for the new injection system they can't fix the windscreen but you can have your car back unrepaired for $100 fee. Obviously the mechanic would be in court for fraud very quickly if someone took it to the police.
What we have here is some dodgy individuals preying on the general public, I can say this is not typical of HTC service in my country at least. I wonderful if they would even change the mainboard or simply flash an ruu and claim they had done so. Don't know what legal recourse is available in the UK but you should at the least report the matter to HTC global. These scumbags are after all damaging the reputation of the HTC brand and I'm sure that if they receive a number of complaints they will have to do something about the situation.
Sent from my Acer Iconia A500 using Tapatalk

Same story over and over...
http://www.google.co.uk/search?rlz=...id=chrome&ie=UTF-8&q=bad+htc+customer+service

bonesy said:
Same story over and over...
http://www.google.co.uk/search?rlz=...id=chrome&ie=UTF-8&q=bad+htc+customer+service
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Click to collapse
After reading some of those I'm glad I live in a country where that kind of behaviour is illegal under consumer protection laws. Looks like I was wrong when I said that sort of behaviour isn't normal of HTC worldwide. It appears the only reason HTC behave here is that they would get murdered by the legal system, not to mention the negative publicity attached to that.
Sent from my Acer Iconia A500 using Tapatalk

dr.m0x said:
After reading some of those I'm glad I live in a country where that kind of behaviour is illegal under consumer protection laws. Looks like I was wrong when I said that sort of behaviour isn't normal of HTC worldwide. It appears the only reason HTC behave here is that they would get murdered by the legal system, not to mention the negative publicity attached to that.
Sent from my Acer Iconia A500 using Tapatalk
Click to expand...
Click to collapse
It's really weird because we have a pretty robust Sale of Goods act over here, but even that doesn't sem to count for that much these days. In theory goods have to be fit for purpose and, in theory, last a certain length of time - if not, a consumer should be able to return the item for a refund. These days however, even in retail stores, if something fails outside of 28 days many places insist on having it repaired. Online retailers often insist that one sends a phone back to the manufacturer for repair if it fails after a month which simply isn't right.
We're also fairly well known for putting up with higher prices in the Uk than other parts of Europe and the rest of the world. It's bizarre, but we just seem to take c**p from our retail sector here in the UK, whether it be cars, phones or tvs.
You'd think bad publicity would force the likes of HTC to really raise their game, but it just doesn't seem to (although, unfotunately, the fact that de-v8 has actually managed to get hold of HTC customer support more than once IS an improvement; way better than my experiences in 2008/9).
Tech journalists over here don't help us either. So many just hype the hell out of everything and get on board with the marketing claims manufacturers make about a new chip or a CMOS sensor and don't point out obvious discrepancies or flaws. Well, sometimes they do so belatedly by saying 'oh yeah the HTC Touch Pro always was dog slow because the VGA res. screen and TouchFlo always was too much for the SoC. Of course, a year earlier they had claimed it change one's life for the better ; )
Obviously this doesn't help de-v8 as his scenario is slightly different as it was a paid repair in the first place, but he's clearly being fleeced.

Should have replied sooner.
HTC offered me a full repair free of charge. It pays to stand your ground!
Sent from my HTC Sensation using TapAtalk

[Q] Z3: Sleep of death and NOT waterproof

Purchased the Xperia Z3 last thursday. Seemed fine. First night - sleep of death. Had to find a firmware update which was apparently being released in the UK. Haven't applied as I intended to take it back first. I then used the spa yesterday and tested out its alleged waterproofing - turns out, not waterproof even one iota. After 5 minutes of initially being submerged, boom - display broken, never to return. Also worth noting that PS4 remote play app required to stream PS4 games is not yet available.
So, to summarise:
- Sleep of death has made a return
- Not waterproof
- Can't do PS4 remote play
All in all - this phone is a piece of crap at the moment. Well technically, this is now more of a paperweight than a phone. I triggered the RMA process with the shop I bought it from (returned less than 7 days later) and they tell me it must be sent away for up to 4 weeks to be diagnosed and determined whether covered by warranty.
Awesome - so also, a great customer experience too! My patience is wearing thin. Has anybody else had similar experiences?

Bro sometime back I was hardcore sony products users but now no more. Sony has made it complicated, if you products goes wrong you had it as you will notnget spare easily outside hence you are left with sony service expensive option to get it fixed and best thing is spare cost is almost closer to new item.
Sent from my LG-D802 using xda premium

vishal11in said:
Bro sometime back I was hardcore sony products users but now no more. Sony has made it complicated, if you products goes wrong you had it as you will notnget spare easily outside hence you are left with sony service expensive option to get it fixed and best thing is spare cost is almost closer to new item.
Sent from my LG-D802 using xda premium
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Click to collapse
Awesome - I was hoping for some good news like that. Moral of the story? Sony loves to rape its customers for the lols. It's a shame really as Samsung's phones are *ok* but have crap stock apps and the phones themselves aren't particularly pleasing to look at. The only real alternative is LG or an iPhone (god forbid)....
The rep at the store I purchased made it sound like if they found 'water damage' then it wouldn't be covered by warranty. This is turning out to be a case for our national 'fair trading act' laws(New Zealand).

This is exactly what I'm scared of dealing with unlocked phones. The technical support falls by the wasteside. For the interest of this thread, I'm located in the united states, so a little patience for american phone support and warranty might help out my buying power. One thing that bothers me as well is the quality of glass Sony is using. They want a premium but someone mentioned the glass back cracking out of nowhere. For a consumer waiting to buy this device, all these stories are starting to scare me away.
I have a galaxy sIII, and have had it for over 2 years traveling and everything else in between and have never had an issue with it. I purchased the z3 compact as a replacement but was returned due to it being too small for my liking so the z3 was definitely going to be mine once: 1. T-Mobile has it, or 2. An online retailer has it that I can get device support from.
I think the reason i still love this device, is that it looks beautiful. I'm so hopeful that these problems will not happen to me but you never know. I am sorry about your situation. I was told that the flaps need to be sealed in order to submerge this device.

a. sleep of death - too early to comment for me, although "safe charge" from the store has always helped me out in the past;
b. remote play - deferred availability until November was mentioned online via voluminous sources/review sites, but should have been caveated within official advertisements - understandably, one or two will be a little frustrated;
c. water damage - this is what concerns me the most as I've read various accounts, all connected with the Z series, of users being blamed for water ingress, where they have no way of differentiating between defective ports/a defective handset and/or personal error on their part. I've actually made a point of purchasing a magnetic adapter from the get go, so that the sim/sd tray has only been opened once whilst the micro usb port is staying closed permanently, as long as I can avoid the need for a data transfer via cable. Not sure I'll be able to prove that though if and when the time comes;
d. four week turnaround time for a decision is pretty bad;
e. I still think it's a great phone, but user experience will differ unfortunately;
f. sincerely hope someone helps you out.
Actually, I've got no chance of leaving the micro-usb port sealed given that some firmware updates will be via wired connections only, and beyond that I'll be looking to install root and custom recovery to get around the apps2sd limitation.

staffsarge said:
Purchased the Xperia Z3 last thursday. Seemed fine. First night - sleep of death. Had to find a firmware update which was apparently being released in the UK. Haven't applied as I intended to take it back first. I then used the spa yesterday and tested out its alleged waterproofing - turns out, not waterproof even one iota. After 5 minutes of initially being submerged, boom - display broken, never to return. Also worth noting that PS4 remote play app required to stream PS4 games is not yet available.
So, to summarise:
- Sleep of death has made a return
- Not waterproof
- Can't do PS4 remote play
All in all - this phone is a piece of crap at the moment. Well technically, this is now more of a paperweight than a phone. I triggered the RMA process with the shop I bought it from (returned less than 7 days later) and they tell me it must be sent away for up to 4 weeks to be diagnosed and determined whether covered by warranty.
Awesome - so also, a great customer experience too! My patience is wearing thin. Has anybody else had similar experiences?
Click to expand...
Click to collapse
Sorry to hear this. Where are you located? Where did you buy it from?
smoovy said:
This is exactly what I'm scared of dealing with unlocked phones. The technical support falls by the wasteside. For the interest of this thread, I'm located in the united states, so a little patience for american phone support and warranty might help out my buying power. One thing that bothers me as well is the quality of glass Sony is using. They want a premium but someone mentioned the glass back cracking out of nowhere. For a consumer waiting to buy this device, all these stories are starting to scare me away.
I have a galaxy sIII, and have had it for over 2 years traveling and everything else in between and have never had an issue with it. I purchased the z3 compact as a replacement but was returned due to it being too small for my liking so the z3 was definitely going to be mine once: 1. T-Mobile has it, or 2. An online retailer has it that I can get device support from.
I think the reason i still love this device, is that it looks beautiful. I'm so hopeful that these problems will not happen to me but you never know. I am sorry about your situation. I was told that the flaps need to be sealed in order to submerge this device.
Click to expand...
Click to collapse
Also here in the US. I have heard good things about Clove and Handtec from the UK. They both told me that in case of Warranty, we need to send the device to them, then they will deal with Sony UK. One point to consider is that the warranty is good for two years and not one as if you were to purchase the phone in the US.
Cheers,
G.

You are correct about the warranty but have you had to send anyrhing back to handtec or clove? I just mailed out my z3 compact and paid out $45 to send this back. This was the CHEAPEST route. Trust me, anything from the usa to uk is going to cost like no other. Not being able to get assistance anywhere but overseas is not my cup of tea. I have already made the descision to wait for tmobile. I was going to purchase the z3 from handtec the same way I did for my compact but no thanks. The glass is inferior to scratches, the waterproofing, cracked back glass, screen alignment, random rebooting and a feature( stamina mode) that doesn't work that well.
If you can agree that a supported device at your local store is better than shipping it far away and waiting for a reply back on whether they will warranty it is better than a 2 year warranty that a company will add for marketing purposes. I still want this phone but not as bad as I thought. It needs to last me 2 years or more. I dont purchase devices every year. This is the phone that is supposed to take the place of my only device I own right now, so it needs to be up to snuff and I want device support.

smoovy said:
You are correct about the warranty but have you had to send anyrhing back to handtec or clove? I just mailed out my z3 compact and paid out $45 to send this back. This was the CHEAPEST route. Trust me, anything from the usa to uk is going to cost like no other. Not being able to get assistance anywhere but overseas is not my cup of tea. I have already made the descision to wait for tmobile. I was going to purchase the z3 from handtec the same way I did for my compact but no thanks. The glass is inferior to scratches, the waterproofing, cracked back glass, screen alignment, random rebooting and a feature( stamina mode) that doesn't work that well.
If you can agree that a supported device at your local store is better than shipping it far away and waiting for a reply back on whether they will warranty it is better than a 2 year warranty that a company will add for marketing purposes. I still want this phone but not as bad as I thought. It needs to last me 2 years or more. I dont purchase devices every year. This is the phone that is supposed to take the place of my only device I own right now, so it needs to be up to snuff and I want device support.
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Click to collapse
Sure, I agree with you! I was just pointing out for you (and any others that might read this thread), but you are absolutely right. I also like the support here in the US, however sometimes it is really bad. Case here is the issues I had with my HTC One vs. the issues the Boss had with her Nexus 5: Oh my sweet Lord, Google costumer service has been so incredible, she (and I) cannot be any happier ! On the other hand, HTC... ...
Yes, that is why I am taking my time to get the Z3 here in the US, however I want the Non-Carrier version instead of the T-Mobile, to which I am not sure they are going to provide as Sony did with the Z2. Or, the other option is to get the discounted Z2, which is not bad phone.
And, like you, I do not change phones every other day... I just have had bad luck with my latest phones, and really want this one to last at least four years.
Cheers !
G.

I wasnt thinking before but my eyes are open now. I just wasted $80 between recieving the compact and sending it back. That is money I wont be seeing back in my pocket. I had been emailing clove all weekend about the white z3 version and the bundle. They just fixed it today...now I changed my mind. I will wait for tmobile. I would advise anyone else thinking to do the same because of the rare issues others are having with this device. Dont chance it, you could end up on here complaining about it.

Dunked my Black Z3 over the weekend, left it in hot bath water (HOT), with bubble bath in for a good twenty minutes. No issues.
I have to say I was worried, but that's what insurance is for.

I have a few questions for the OP
You mentioned the screen cracked in water".
I don't understand how that would happen unless you literally dropped it in and you had your jets at high velocity, with of course a hard bottom.
Regarding waterproofing - was all the ports sealed because if you have anything unsealed, thats exactly what will happen - tata - bye bye.
I have been told by Sony Tech and Sales that they offer replacements on any issues from waterproofing assuming that none of the ports were kept open. They have ways to check and test that.
Once again screen cracking doesn't make much sense to me in a "spa". Did you THROW it from OUTSIDE into the water or did you drop it calmly while you were inside the water.
The force at which a mobile is thrown and the location from which it is thrown could be one of the factors resulting to your "crack".

For all the people replying with "Glad I read this first" just remember this is one guy's experience. Clearly he had a faulty phone, it happens. My first Z3 had a flickering screen issue but it was replaced immediately (thankfully Amazon turned around a replacement in one working day but even going through Sony would only have been 5).
If the waterproofing fails, that is a no-questions replacement ASSUMING you haven't unlocked the bootloader or left a flap open.
The basic advice is to thoroughly check the device before voiding the warranty. Shoot some 4K video, dunk it in water for a bit, take photos, make calls, stream video, play music, and just generally use it for a week or so until you are happy there is no hardware issue. That goes for any consumer electronics product.
No device launch goes 100% fault-free, especially with cutting edge hardware. A few bad ones are gonna get out but how the company responds is the real test. My PS4 arrived DOA on launch day too and I was obviously gutted but I rang Sony, only had to hold for a couple of minutes (despite it being peak time and on launch day) and they had a courier out with a replacement the next working day. For me, that is excellent customer service.
Finally there is a lot of misinformation here. The Z3 has a two year manufacturer warranty. If you get water damage in normal use, you are covered and Sony will replace it in 5-7 working days (this is what they told me when I had to return mine).
The USB flap thing just means it should be closed AT THE TIME. Not that you can never open it, that would be daft.
I don't imagine that while charging or doing data transfer/ADB stuff there is going to be much risk of water ingress anyway.

To add to the above remember only the ones with issues post often and talk about the issues. The ones with phones working and no faults usually dont post much like me.

My Z3 was sleep of depth this morning.
I am curious about why it is back.
It is all OK with my Xperia TX.
The battery comsumption log shows the SOD.
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Sent from my D6653 using XDA Free mobile app

Unlucky mate. No probs with mine.

i just had sleep death today. thought the phone ran out of batteries when it was at 91% remaining before i went to sleep.

Shudder123 - I believe Sony has released an update firmware fix for that. Please test.

Regarding USA owners of UK-purchased devices (warranty coverage)
I'm in the USA and had an online chat with Sony Mobile Support USA yesterday asking about manufacturer's warranty coverage in the USA on a Z3 D6603 purchased in the UK (Clove, Handtec). He said it was covered in the USA, but due to being an "international" phone it would take longer than 2 weeks to be repaired due to the need to obtain international parts.
Here's is the complete transcript of the chat:
Customer Chat
Chat Transcript
Please wait while we find an agent to assist you...
You have now been connected to an agent.
Agent Alan: Hi, thanks for choosing Sony Xperia™ Chat Support. My name is Alan your Xperia™ Support Representative. Would you please provide me with your full name and email address?
Paul: edited
Agent Alan: Thank you. What is the model of your device and your service provider?
Paul: I just have a generic question. Is the Sony Manufacturer's Warranty of an Xperia Z3 D6603 that's imported into the USA honored in the USA?
Agent Alan: Thank you very much, so you'd like to know if you purchase the Xperia Z3 in UK, if this one will support the warranty in USA.
Agent Alan: Is that correct?
Agent Alan: Are you still there?
Agent Alan: I haven't received a response from you in a couple of minutes. Please let me know you are still connected or I will need to disconnect our chat in another minute.
Paul: Yes. That's correct. Sorry for the delay.
Agent Alan: I'll be glad to assist you.
Paul: Another way of asking is if the phone purchased in the UK is covered under warranty in the USA.
Agent Alan: The warranty will be valid in USA, however the phone will be considered an international phone. This means that if you need to send it for repair it will take longer than the estimated 14 business days.
Agent Alan: Have I answered all of your questions today or is there anything else I can help you with?
Paul: Thanks for the answer. How long then, on average, does warranty repair take in the USA on an international phone?
Agent Alan: There is not estimate time.
Paul: Why does it take longer?
Agent Alan: Because the internal parts are different and they need to order the parts overseas.
Paul: Understood. That answers my questions. Thank you.
Agent Alan: You are welcome.
Agent Alan: Thank you for choosing Sony Xperia™. I’m happy I could help. Have a great day! If you require more information, please visit our Support Forum at http://talk.sonymobile.com/community/support to get help from other users. If you'd like to take part in our free recycling program, visit http://www.sonymobile.com/recycle/.
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So there you go. UK phones are covered in the USA.
I would also assume that if the D6603 became available unlocked in the USA officially, the parts would then be available in the USA by default and the 14 day turnaround time would presumably apply.

Done with Samsung

Yesterday morning my phone of the past 14 months decided to drop dead for no good reason. Called Samsung, and they told me I either have to send them the phone for repairs (that could take 2-4 weeks) without a loaner or I could take it to one of their stores. Their closest store to me is their location close to downtown LA about 15-20 miles away from me. Before leaving, I tried to call them in excess of 20 times, and they never picked up. Took a chance and drove there in the middle of rush hour traffic on Friday night to be confronted by absolute buffoons.
They said it's either the battery or the motherboard. Fixing the motherboard isn't worth it, but I could replace the battery for $45 and that may or may not fix the problem. Took a chance and went ahead with battery replacement because based on their description, this was likely a battery issue. My gamble - my loss.
Did I get a call\email\holla\anything?? from them once they found out the motherboard was dead? Nope. Did they ever answer their phone? Nope. Drove back there today in the middle of a very busy and exhausting day just to find out those losers couldn't fix the phone.
The moral of the story is this.... you as a customer mean absolutely nothing to Samsung. Zero customer service. They leave their phones off the hook just because those lazy bastards simply don't give a **** about you, your time, your inconvenience, but they have the audacity to charge you for paperweight.
A company that has a problem with combustible phones, couldn't do any better with customer service!??? maybe? Why would I continue to bash apple and iphone when they have stores nearby, offer loaners, better product, and better customer service? Why would I buy another product from a company that doesn't stand behind its products and treats its customers like ****. Have had S1, S3, S5, and S7E....No more Samsung for me!

wait, don't you got 2 year warranty like everyone? so you don't give a sh** about battery fault or motherboard fault or anything else, just take it to them, and get repaired, no questions what is dead, you don't care..
and never ever heard of that kind of repair shop where you being asked what to replace.. wtf.. that is their job to find out what is wrong, fix it, and test it..

Yup, it's kind of hard to keep slamming Apple when they stand behind their phones, repair them for you and update them the same day the update is available. No waiting 180 days for an update to the next version of the OS and no waiting for security updates that may or may not ever come. I've loved Android and I have really liked many of Samsung's phones in particular, but I think my Android and Samsung days are getting close to being done. There is no rhyme or reason as to why the phones do what they do sometimes, no rhyme or reason as to how badly the battery deteriorates over very little time and no reason why most of these Android vendors simply turn their backs on a flagship phone once it is released because the next latest and greatest thing has arrived. I never thought I would say this, but I think I'm on my way to iPhone Land after my contract with this S7 Edge is up on my carrier.

digitall1982 said:
wait, don't you got 2 year warranty like everyone? so you don't give a sh** about battery fault or motherboard fault or anything else, just take it to them, and get repaired, no questions what is dead, you don't care..
and never ever heard of that kind of repair shop where you being asked what to replace.. wtf.. that is their job to find out what is wrong, fix it, and test it..
Click to expand...
Click to collapse
Samsung has a 1 year warranty, and this was their official repair shop (see if you can call them):
3150 Wilshire Blvd. Suite 206, Los Angeles, CA 90010-1305
Phone: 213-637-0191

TheIgster said:
Yup, it's kind of hard to keep slamming Apple when they stand behind their phones, repair them for you and update them the same day the update is available. No waiting 180 days for an update to the next version of the OS and no waiting for security updates that may or may not ever come. I've loved Android and I have really liked many of Samsung's phones in particular, but I think my Android and Samsung days are getting close to being done. There is no rhyme or reason as to why the phones do what they do sometimes, no rhyme or reason as to how badly the battery deteriorates over very little time and no reason why most of these Android vendors simply turn their backs on a flagship phone once it is released because the next latest and greatest thing has arrived. I never thought I would say this, but I think I'm on my way to iPhone Land after my contract with this S7 Edge is up on my carrier.
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Click to collapse
They used to be different than apple. SD cards, replaceable batteries, easier maintenance, unlocked boot-loaders, etc. What's the appeal now? They do the same shady things apple does except that they don't have the backbone of Apple's customer service. After all the note7 disasters, you'd think they'd learn their lessons...nope. They charge top dollar for devices that simply lack quality.
I'm shopping around for a new phone right now, and it's tough switching to iOS. I've despised iOS for a long time, but I might have to get it over with.

pvc_ said:
Samsung has a 1 year warranty, and this was their official repair shop (see if you can call them):
3150 Wilshire Blvd. Suite 206, Los Angeles, CA 90010-1305
Phone: 213-637-0191
Click to expand...
Click to collapse
aha, in US they got only 1 y warranty.. shame..
here in europe 2 year warranty is for all, samsung, lg, sony, etc, etc, except crApple off course.. only 1 y for them..
and that is totally shame for any official repair shop! doesn't matter is it samsung or some other brand...
repair shop must do their job, not offer what to repair.. it's just stupid, funny, insane, and thanks god not possible in europe..
in here customers have more rights i think... and repair shops (of any brand) just do their job

pvc_ said:
They used to be different than apple. SD cards, replaceable batteries, easier maintenance, unlocked boot-loaders, etc. What's the appeal now? They do the same shady things apple does except that they don't have the backbone of Apple's customer service. After all the note7 disasters, you'd think they'd learn their lessons...nope. They charge top dollar for devices that simply lack quality.
I'm shopping around for a new phone right now, and it's tough switching to iOS. I've despised iOS for a long time, but I might have to get it over with.
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Click to collapse
If you despise IOS why don't you get a Pixel or wait for the new one? Instant updates and I assume better customer service than Samsung.

The problem is Samsung is sourcing a local company for the "privelage" of them being their official stores/service centers. In the UK I think it's CPW. In my country it's MemoXpress. All Samsung stores are run by said company for that country. They aren't Samsung at all. Same goes actually for Apple in my country. There is no Apple Care here, just some chain of stores called PowerMac who has a deal with Apple to be their local tie-up company.
So basically, whatever Android brand you go to in the US, with the exception of Pixels perhaps, that's what you'll get too. You can file complaints against Samsung though. I remember a case where CPW was unwilling to honor a warranty, the guy contacted Samsung directly who then told CPW to honor the warranty.

Meh while i feel your frustration it happens everywhere with every product.
Not just Samsung, Apple too, any product you find.
Some times you get stores that pride them-self, managers that give a ****, and other times you don't. Its luck and area and just a draw of bad luck if it doesn't go your way.
Focus your anger on making an official complaint to HQ, as other have stated you have gone into a repair shop, They cannot quote you to fix something they have no idea about.
The device has to be diagnosed then quoted and given the choice to repair if you are liable to pay.
This is not just the practise in mobile phones, any repair job goes down this route.

chanchan05 said:
The problem is Samsung is sourcing a local company for the "privelage" of them being their official stores/service centers. In the UK I think it's CPW. In my country it's MemoXpress. All Samsung stores are run by said company for that country. They aren't Samsung at all. Same goes actually for Apple in my country. There is no Apple Care here, just some chain of stores called PowerMac who has a deal with Apple to be their local tie-up company.
So basically, whatever Android brand you go to in the US, with the exception of Pixels perhaps, that's what you'll get too. You can file complaints against Samsung though. I remember a case where CPW was unwilling to honor a warranty, the guy contacted Samsung directly who then told CPW to honor the warranty.
Click to expand...
Click to collapse
yes, you are right. Samsung has a "contractor" for their aftersales support, or official store in almost every country. Say for me here in Bahrain, Bin Hindi, which is holding the sales and servicing of all Samsung's, they really have a superb service. My wife had splashed her S6 before and Bin Hindi repaired it at no cost and efficiently. Maybe you can contact the "main" Samsung directly and file a complaint so they will take action for the erring "contractor" as it is surely this kind of company affiliated with Samsung will ruin its reputation.

digitall1982 said:
aha, in US they got only 1 y warranty.. shame..
here in europe 2 year warranty is for all, samsung, lg, sony, etc, etc, except crApple off course.. only 1 y for them..
and that is totally shame for any official repair shop! doesn't matter is it samsung or some other brand...
repair shop must do their job, not offer what to repair.. it's just stupid, funny, insane, and thanks god not possible in europe..
in here customers have more rights i think... and repair shops (of any brand) just do their job
Click to expand...
Click to collapse
In Europe (at least in Portugal), Apple only gives 1year warranty. BUT the store has to give 2years. So, Apple gives 1Year, the Store gives another year (at their expenses).

How can so many people defend Apple, when they take everything from you? Hmmm, they charged the highest price possible for repairs or hardware, and do it at their own shop by the hour too. Their products are never DIY like Android phones. You really play around with an Iphone and they complain about it. You are forced to take your Iphone to a shop to fix. So do not twist things around and try to persuade others to switch. So sick of the Apple fans trying to get us Android users to switch or PC users to switch. There are problems with Apple products just as much or the same as other products. The only reason Apple support is better because they enjoy taking more money and getting it easier. If vampires are real, it is Apple.
If you ever look at Best Buy website for unlocked phones. There are so many, many more Iphones listed as already used and refurbished than any other phone for sale. That does not mean Apple is better, it means more people are not enjoying the phone and taking it back, which to me is bad, not good.

One Plus 6 Dead screen .. No replacement

Its absolutely catastrophic to see that how Oneplus 6 customer care is looting their patrons. I bought oneplus 6 on launch date in India and one fine day while music was playing , screen went blank - Absolutely blank.Those all rest of functions are working fine. It wasn't dropped anywhere - There are no scratch even on the screen and now when i sent to customer care - they found some broken LED inside and putting a blame on me . I asked them that screen doesn't even have a scratch or there are no impression on body anywhere on this which they mentioned that its my problem and shamelessly denied to replace the fault LED and asking me thefty amount to replace the faulty device.
I am so upset to hear on this and I am planning to file a law suit now , because its upsetting to see that even if mobile doesn't have any kind of physical damage proof how can company put a blame of user on internal damage . There are no scratches, no imprint and display just gone !!!
I feel cheated and looted and I am seeking help to escalate this matter further .

You don't have accidental damage protection enabled which came complimentary?
I never had any such issue with service of oneplus.
I had complimentary adp on op3 and intentionally broke my screen after 6 months of usage to see how things work with servify.
Registered request on app and they mailed me an insurance claim form.
Submitted the phone to service centre and got my phone back after 3 days with a new display.
Bill was of Rs 9600 but all I had to pay was Rs 750.
Zero hassles no questions asked.

Me too
v4uluv2004 said:
You don't have accidental damage protection enabled which came complimentary?
I never had any such issue with service of oneplus.
I had complimentary adp on op3 and intentionally broke my screen after 6 months of usage to see how things work with servify.
Registered request on app and they mailed me an insurance claim form.
Submitted the phone to service centre and got my phone back after 3 days with a new display.
Bill was of Rs 9600 but all I had to pay was Rs 750.
Zero hassles no questions asked.
Click to expand...
Click to collapse
I too claimed accidental replacement plan.......but i didn't intentionally break it

v4uluv2004 said:
You don't have accidental damage protection enabled which came complimentary?
I never had any such issue with service of oneplus.
I had complimentary adp on op3 and intentionally broke my screen after 6 months of usage to see how things work with servify.
Registered request on app and they mailed me an insurance claim form.
Submitted the phone to service centre and got my phone back after 3 days with a new display.
Bill was of Rs 9600 but all I had to pay was Rs 750.
Zero hassles no questions asked.
Click to expand...
Click to collapse
How to do that ? I bought the mobile from Amazon .. I dont remember having such protection policy coming as complimentary !

TeenaKohli1986 said:
Its absolutely catastrophic to see that how Oneplus 6 customer care is looting their patrons. I bought oneplus 6 on launch date in India and one fine day while music was playing , screen went blank - Absolutely blank.Those all rest of functions are working fine. It wasn't dropped anywhere - There are no scratch even on the screen and now when i sent to customer care - they found some broken LED inside and putting a blame on me . I asked them that screen doesn't even have a scratch or there are no impression on body anywhere on this which they mentioned that its my problem and shamelessly denied to replace the fault LED and asking me thefty amount to replace the faulty device.
I am so upset to hear on this and I am planning to file a law suit now , because its upsetting to see that even if mobile doesn't have any kind of physical damage proof how can company put a blame of user on internal damage . There are no scratches, no imprint and display just gone !!!
I feel cheated and looted and I am seeking help to escalate this matter further .
Click to expand...
Click to collapse
The issue is, displays CAN 100% crack on impact even if the glass itself doesn't get a single scratch. There is no way to know for sure if you dropped it or not and it is physical damage so you're out of luck... Also, let's be real, you ain't filing any lawsuit lol.
I'm sorry but I don't think there's anything you can do.

-Ric- said:
The issue is, displays CAN 100% crack on impact even if the glass itself doesn't get a single scratch. There is no way to know for sure if you dropped it or not and it is physical damage so you're out of luck... Also, let's be real, you ain't filing any lawsuit lol.
I'm sorry but I don't think there's anything you can do.
Click to expand...
Click to collapse
Yeah I am being real .. that I will be in couple of days if i wont get the required !!! Aint up for this kind of money and sick device manufacturing !!!
Thanks for Empathy

TeenaKohli1986 said:
Yeah I am being real .. that I will be in couple of days if i wont get the required !!! Aint up for this kind of money and sick device manufacturing !!!
Thanks for Empathy
Click to expand...
Click to collapse
Don't take it the wrong way. I definitely hope that somehow they fix it without charging you. However what I told you is true. Displays can crack underneath the screen even if the glass itself is 100% like new. You might be telling the truth but there is no way to verify it. They have absolutely no way of knowing so yeah... Maybe try reaching out to their social media staff through Twitter or FB and politely ask them if they can help you out. Other than that.. there aren't many options.

-Ric- said:
Don't take it the wrong way. I definitely hope that somehow they fix it without charging you. However what I told you is true. Displays can crack underneath the screen even if the glass itself is 100% like new. You might be telling the truth but there is no way to verify it. They have absolutely no way of knowing so yeah... Maybe try reaching out to their social media staff through Twitter or FB and politely ask them if they can help you out. Other than that.. there aren't many options.
Click to expand...
Click to collapse
Hi, I am not taking it in a wrong way either ... and I understand the technicality also .. What made me frustrated is there customer support is even worse.. I asked them to give me atleast some waver off since its not my fault either as my phone has no impression of fault and its a big amount to ask for.. but they give a dead ear .. Its so upset .. I never had any issue with iphone before ... This incident left a bad taste in my mouth . On other side yeah I am trying to escalate on social media .... Let me know if you know other strong medium of escalation where they can act on my plea

TeenaKohli1986 said:
How to do that ? I bought the mobile from Amazon .. I dont remember having such protection policy coming as complimentary !
Click to expand...
Click to collapse
Well Oneplus provides ADP with every phone. It started with Oneplus 3.
But you need to register that within 15 days of your mobile purchase.
No matter you buy from Amazon or Oneplus site you do get that ADP with both.
Just visit the oneplus 6 page and see the offer section you will find the ADP one listed there.
Free 12 month Accidental Damage Insurance (powered by Kotak 811)
https://www.amazon.in/OnePlus-Mirror-Black-64GB-memory/dp/B0756Z43QS
Sad that you missed that part and did not register for it.

OP Customer service in the USA is a joke. Luckily, I had a much smaller issue of ordering a new OP6 along with a tgsp directly from OP but I ended up receiving the screen protector all shattered (possibly damaged in the transit, phone was fine). Customer service tried to blame me. I countered their blame by asking how do I know that you did not send me the broken screen protector? They said, " We will never go this." And I said if you don't trust my "never" why should I trust yours? Filed a claim with Paypal and got the refund. I don't think their customer service reps are properly trained or have an actual authority to make decisions. Well, when you buy a top notch phone at a cheaper price point, something got to give and in this case it's customer service.

spending thousands on a lawsuit over a 500 dollar phone?
sure, that makes sense
contact Amazon and ask them to help you.

+1
was thinking the same last night when i read the lawsuit thing. oneplus rep thinking , sure you are

TeenaKohli1986 said:
Yeah I am being real .. that I will be in couple of days if i wont get the required !!! Aint up for this kind of money and sick device manufacturing !!!
Thanks for Empathy
Click to expand...
Click to collapse
Lawsuit will cost you way more than a screen dude get real.

[Consumer Alert!] ASUS Service Center tries to not honor warrenty - defective screen

Hello all,
There are multiple reports of the screen on this phone failing. When customers file an RMA and send their phone to customer service to get it fixed under warranty, ASUS attempts to blame the customers even when their phones are in pristine condition.
________________
Update 5/22/2019
After weeks of emails and forum posts with ASUS, 3 out of 5 customers have been able to get ASUS to repair the screen at no cost. So if you're dealing with this issue, don't give up!
Proof ASUS used fake photos to avoid honoring their warranty:
https://forum.xda-developers.com/rog-phone/help/zs600kl-screen-dead-t3915901/page3
________________
If your phone's screen fails:
If you're able to return to the seller that would be your best option. 30 days with Amazon.
---- https://www.amazon.com/gp/help/customer/display.html?tag=detailedview-20&nodeId=201840590
File an RMA https://www.asus.com/us/support/article/818
Post a new thread on ASUS ROG Customer Support Forum https://www.asus.com/zentalk/forum.php?mod=forumdisplay&fid=433
---- Include link to this thread and photos of your phone
Post a link in this thread of the thread you've started on the support forum and I'll add to the OP.
Take many pictures of your phone and back up your data (if you can) before you send it in to get fixed.
If they don't honor their warranty leave a one-star review at Amazon and Newegg.
If they don't honor their warranty write to tech websites and forums about your experience.
If they don't honor their warranty take legal action.
---- https://www.usa.gov/consumer-complaints
---- https://www.consumer.ftc.gov/articles/0252-warranties
Here is a blog post on this issue:
https://piunikaweb.com/2019/05/02/a...orm-inside-for-many-rma-denied-in-most-cases/
Here are links on ASUS's support website on this issue:
https://www.asus.com/zentalk/thread-268611-1-1.html
https://www.asus.com/zentalk/thread-264701-1-1.html
https://www.asus.com/zentalk/thread-271050-1-1.html
https://www.asus.com/zentalk/thread-272455-1-1.html
https://www.asus.com/zentalk/in/thread-270274-1-1.html
Here are links on XDA's website on this issue:
https://forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-refused-to-fix-t3933078
https://forum.xda-developers.com/rog-phone/help/defective-screen-idea-cost-to-repair-t3878297/amp/
https://forum.xda-developers.com/rog-phone/help/zs600kl-screen-dead-t3915901
https://forum.xda-developers.com/rog-phone/how-to/extremly-frangile-t3927664
Here is more on ASUS not honoring their warranty:
https://www.amazon.com/gp/aw/review...20&ie=UTF8&filterByStar=one_star&pageNumber=1
https://www.reddit.com/r/legaladvice/comments/6tlxr9/ma_asus_not_honoring_warranty/
https://community.spiceworks.com/topic/242843-why-i-will-never-buy-asus-products-again-after-today
https://www.youtube.com/watch?v=WPHhxzCc7sg
-

What can be done about this? I went out and bought a cheap phone just to hold me over. But I spent a lot of money on my ROG phone and had it for only four months before the screen went bad. I am so angry about how I am being treated, I am loosing sleep.
Before this happened I had a positive impression of ASUS. I have purchased ASUS computer equipment. I was a loyal customer. And this is what ASUS has done with my loyalty . . .

MichaelCaditz said:
What can be done about this? I went out and bought a cheap phone just to hold me over. But I spent a lot of money on my ROG phone and had it for only four months before the screen went bad. I am so angry about how I am being treated, I am loosing sleep.
Before this happened I had a positive impression of ASUS. I have purchased ASUS computer equipment. I was a loyal customer. And this is what ASUS has done with my loyalty . . .
Click to expand...
Click to collapse
I posted links to this thread on ASUS's support forum. It makes me mad that they are treating their customers this way. It is obvious that there is an issue with their screen and unfair that they are blaming the customers for it. I'm hoping that this thread helps; if it doesn't we'll look at what legal action can be taken.

I have a new idea. If ASUS doesn't honor their warranty then we could write to CNET, Engadget, and even XDA editors about this issue. Sometimes bad press is an incentive for them to do what is right.
Edit: If you haven't already, If you have an option to leave a review from where it was purchased, I would write a negative review. Also report to BBB.
If these don't work then we take legal action.

I'm a philosopher, and thus well-schooled in logic. I can say this: It's absolutely amazing that ASUS can use identical photographs as evidence to claim both that my phone has severe damage, and that it has only cosmetic damage--whichever argument it needs to try and get me to pay them more money. It has severe damage for the purpose of denying warranty coverage; it has only cosmetic damage for the purpose of denying a damage in transit claim. The gall of these people . . .

Please see the reviews on Amazon. Several customers report being victimized by the same tactic discussed here: ASUS claiming a screen defect is "CID" and holding the phone hostage for $400+.
This has to stop. Consumers are supposed to be protected from this kind of abusive and illegal practice.
https://www.amazon.com/gp/aw/review..._1?ie=UTF8&filterByStar=one_star&pageNumber=1
One of the one-star reviewers states that ASUS informed him, EVEN BEFORE HE SENT HIS PHONE IN, that the screen was not covered under warranty. This is additional evidence that it is ASUS policy to prejudge ALL screen failures as CID.
This company is despicable and deserves to go out of business.

Another similar story:
https://forum.xda-developers.com/rog-phone/help/defective-screen-idea-cost-to-repair-t3878297/amp/
---------- Post added at 10:52 PM ---------- Previous post was at 10:49 PM ----------
And another:
https://www.asus.com/zentalk/in/thread-270274-1-1.html
This scheme by ASUS to blame a ROG Phone screen defect on customers is rampant. Do we have a lawyer who is willing to take on a class action lawsuit?

MichaelCaditz said:
Do we have a lawyer who is willing to take on a class action lawsuit?
Click to expand...
Click to collapse
Not a lawyer, but I found these two websites that might help:
https://www.usa.gov/consumer-complaints
https://www.consumer.ftc.gov/articles/0252-warranties

Tesla74 said:
Not a lawyer, but I found these two websites that might help:
https://www.usa.gov/consumer-complaints
https://www.consumer.ftc.gov/articles/0252-warranties
Click to expand...
Click to collapse
My invoices are coming from Fremont, CA, so it looks like I'll also be filing a complaint with the California Attorney General.
https://oag.ca.gov/consumers
There are also consumer advocate shows on radio and television. Those could be quite embarrassing to ASUS.
https://www.nbclosangeles.com/consumer-form/
https://abc7news.com/7onyourside/

I just received an email from ASUS "CEO's office" saying that my phone will be repaired free of charge. Now I will wait to see when and what I receive back from ASUS service center.

Asus Inner display broken without physical damage
Hi have brought the Asus ROG Phone on 14 Jan 2019. while i was playing PUBG , Suddenly my phone was blackout and i have checked that inner display cracked without physical damage. I couldn't see single scractch on the outer glass.
But when I was check with service centre and they are saying this will not be comes under warranty and they were also saying silly answer like inner display might be get damaged because of finger impression and placing the phone inside pant pocket.
RMA NUMBER: INUIK40199
I was shocked about the answers from technician. so ASUS company has manufacturing cheap, weak display for the permium phone.
my friend has advised me that don't go for ASUS ROG phone , it has cheap and week LED display but i didn't listen that.
Can you please help to escalate team.
Please see the below link as many of the buyers has been facing the inner display broken issues, now tell me that is ur Asus ROG PHONE has weak and poor quality display

samshak01:
As you have noted this is a common problem with ROG phone. So far ASUS has not acknowledged this problem and it is attempting to collect fees of approximately half the cost of the phone for repairs. Until such time as ASUS decides to fix this defect under warranty, each user is on his or her own to argue for warranty service.

[email protected] said:
Hi have brought the Asus ROG Phone on 14 Jan 2019. while i was playing PUBG , Suddenly my phone was blackout and i have checked that inner display cracked without physical damage. I couldn't see single scractch on the outer glass.
But when I was check with service centre and they are saying this will not be comes under warranty and they were also saying silly answer like inner display might be get damaged because of finger impression and placing the phone inside pant pocket.
RMA NUMBER: INUIK40199
I was shocked about the answers from technician. so ASUS company has manufacturing cheap, weak display for the permium phone.
my friend has advised me that don't go for ASUS ROG phone , it has cheap and week LED display but i didn't listen that.
Can you please help to escalate team.
Please see the below link as many of the buyers has been facing the inner display broken issues, now tell me that is ur Asus ROG PHONE has weak and poor quality display
Click to expand...
Click to collapse
If you haven't already, I highly recommend posting on the ASUS support forum. Reference this thread. If you do send your phone in, take a lot of pictures of it first and back up your data.
Please post your ASUS support forum thread here and I'll add it to the OP. The more we document that this is a problem the better it is for us.

ASUS will be releasing ROG Phone 2 soon.
https://www.digitaltrends.com/mobile/asus-rog-phone-2-news/

I've updated the OP with more information. :good:

They got me, too
I'll just post what I posted on Zentalk. But here is the link to my Zentalk post that has the ridiculous pictures added to it:
https://www.asus.com/zentalk/ww/thread-272455-1-1.html
What follows is what I posted in the thread minus photos:
This is happening to me right now. This is the second time my screen has done this. This first time ASUS fixed it no problem. This time ASUS sent two pictures back from their service department stating the screen was cracked from 'impact damage'. Note that the screen is not cracked, the glass is fine. The LCD UNDER the glass is somehow cracked.
When I sent the phone in the screen was completely dead with a very short crack on the right side of the LCD under the glass. I'm talking maybe a quarter inch. They sent a picture back with TWO cracks going all the way across the screen! That was not how I sent the phone in to them! Further, I babied that phone. I NEVER dropped it and never abused it. I was watching TV, looked at my phone, then put it in my pocket. About a half hour later I looked again and there was a spot the size of the pad of my pinky finger that had gone dark and rainbow colored around the edges of the dark spot. As the hour progressed the screen progressively died as I just sat and helplessly watched, not even touching it. It's the EXACT way it died the first time.
The picture of the 'impact damage' is a joke. I had to look extremely hard to see any irregularity in the picture, and I don't see how that would have caused the crack, or how it would have even happened IN MY POCKET. Further, I had the case on it from day one THAT I BOUGHT FROM ASUS. I have never taken it off. I followed all their directions for shipping, bought their shipping label, I did everything I was supposed to do and now somehow my phone is MORE damaged than last time I saw it, and they are trying to say I somehow damaged it via 'impact'?? No! I had my wife look at the picture and she seriously doubts that's even my phone! She doesn't think the crack is even in the same place! I never even thought about taking pictures of my own phone, who thinks about doing that? But my 'dispute' just ended in an e-mail stating physical damage isn't covered by warranty. The guy on the phone asked if I had any pictures of my phone from BEFORE it was damaged. My phone is my camera, how am I supposed to take a photo of my camera with my camera, and why would I do that to begin with?
There is no way this was done by physical damage!! And now they want me to dish out 400 dollars? I can't afford that! Anybody have any ideas? If I can't get it fixed under the warranty like it should be, especially since it would be IT'S THIRD SCREEN, then I'll just have to dish out the extra cash and buy a new Razer Phone 2. I don't see another option here. If I pay the 400, this will more than likely happen again and then I'll have to go through this whole mess all over again. And to think this whole time I was braggin up ASUS to everyone, showing off the phone. All my PC parts are ASUS. I guess if this doesn't get fixed, I'll have learned my lesson there, too.

I've yet to hear anything from ASUS and they still have my phone. Just to update you all. I'll update the other sites I've posted on as well.

Just heard back from Customer Loyalty and they won't fix it without the 400 dollars. This, they said, was after they lowered the cost of fixing it. So i told them if they are refusing to fix their faulty product to just send it back to me so I can use it as a paperweight, and I'll notify all the appropriate forums, websites, and reviews on Amazon, Newegg, XDA, Zentalk, and warn family and my entire department about using ASUS for anything. I'll be looking elsewhere for all my PC hardware now, also. Apparently my favorite company is now being run by people that have no care for product quality and customer loyalty. Sorry, everyone. I was hoping ASUS would come clean and fix their problem. Clearly I was wrong. I'll be sending everyone over to Razer from now on for gaming phones.

rodfranklin0311 said:
Just heard back from Customer Loyalty and they won't fix it without the 400 dollars. This, they said, was after they lowered the cost of fixing it. So i told them if they are refusing to fix their faulty product to just send it back to me so I can use it as a paperweight, and I'll notify all the appropriate forums, websites, and reviews on Amazon, Newegg, XDA, Zentalk, and warn family and my entire department about using ASUS for anything. I'll be looking elsewhere for all my PC hardware now, also. Apparently my favorite company is now being run by people that have no care for product quality and customer loyalty. Sorry, everyone. I was hoping ASUS would come clean and fix their problem. Clearly I was wrong. I'll be sending everyone over to Razer from now on for gaming phones.
Click to expand...
Click to collapse
Thanks for the update. Too bad this is happening. I'll add a link to your thread in the OP.

Bad Services By Asus
Ohh Asus is such a bad company.. i wanna go for iphone but, apple os system is so crap full with limitations and also customer service always ask alot money.. me too havin bad day with the 1st day i bought that Rog phone.. Luckily after 1week i got my phone back from asus service center.. I don't know what they do to my phone, at least my phone not auto reboot again when i plug in that aero active cooler fan.