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Hi all,
My missus has a UK T-Mobile Desire, it is bog standard, not been updated with a new rom or even Froyo. Today it showed the Android boot loader and then when it eventually decided to boot it seemed to be stuck in Safe Mode and the Home, Menu and Back buttons don't work.
I'm not sure what might have caused this, it's been running fine.... would a hard reset possibly fix the problem?
Thanks
if you havn't done anything to the phone, return it and get a new one just back up all your things to outlook or gmail or whatever you prefer and you are ready for a new Desire
hope this helps! good luck!
Yeah fortunately there is the return option...
Another thing about two weeks ago the Facebook Friends Stream Widget apparently stopped working for no apparent reason, I don't know if this and the bottom problem is linked...
I'll backup all her contacts etc later and try a hard reset then if necessary speak to T-mobile tomorrow.
Thanks
Tried a hard reset tonight and that made no difference. But playing with the buttons on boot and the phone booted normally..... all the buttons fully operational
Didn't last for long though.... the phone locked and I had to remove the battery.... guess what - SAFE MODE
Holding down the four buttons prevents the Safe Mode words displaying but the four buttons still don't work. I am going to call T-mobile tomorrow and see what they say.
Very angry indeed... outcome of me sending the phone to HTC... http://forum.xda-developers.com/showpost.php?p=8133471&postcount=32
Any advice would be really welcomed.
omg i just saw the email in the link
****ing outrageous
i had so much trouble with HTC when i had the HD2 but after enough arguing over the phone and threatening them with the sales of goods act they played fair and not only repaired the HD2 but gave me the Desire and a better contract.
how long have you had the phone for?
if you've had it for less than 6 months then phone T-Mobile and demand a new phone because it is covered under that law. That's right, T-Mobile, not HTC, because your contract is with them and it is up to them to supply you with a working phone for the contract agreement and the act states that these goods must last a certain period of time. So phone them up and tell them.
http://whatconsumer.co.uk/the-sale-of-goods-act/
EDIT: read them line by line this:
http://whatconsumer.co.uk/how-long-should-it-last/
To be honest with you I would have sent it to Tmobile and let them deal with HTC. When you bought the handset you entered into a contract with the retailer for the warranty, not the manufacturer. This is not the airtime contract I'm talking about by the way, that is a seperate issue.
I think you should get on to Tmobile about this and tell them you want it sorted asap. You can also contact Consumer Direct by clicking HERE. They will advise you on what your rights are and how to sort your problem out.
You should also look at getting a report from HTC to state exactly what they say the cause of damage was. At least then you will know what you are up against.
I called T-mobile earlier today to tell them what had happened... I was routed through to a call centre in Asia. The person was helpful to an extent... listened... went away... and returned and said that if the Manufacturer said the the phone is damaged and not covered by warranty then there is nothing they can do.
They suggested I take the phone into a T-mobile shop and pay for an exchange (yeah right!). I quoted the SOGA stuff and they have now said that a manager would call me back in 24 hours - the operator could not put me through to a manager nor could my call be re-routed to a UK based agent.
So at this stage I'm no better off really.
I have since heard back from HTC... and a rather abrupt message that I am not happy about... they have also taken two images that I assume shows "damage" there is no explanation with the pictures though...
One image shows a small white stick that half of which has turned red, another shows the motherboard and some circuitry and a small arrow pointing to it.. it looks fine to my untrained eye. Assuming it is damaged in some way is it possible that this is linked to moisture or as there have been issues with Desire motherboards could this be the same thing?
If anyone wants to see the images then I will email them...
Here is the content of the message and my reply however:-
From HTC:
Here are two images of the broken handset there are some more if you want some, as the phone is out of warranty you either pay the quote have the phone returned un-repaired or if you don't respond to the quote the phone will be discarded 30 days.
Click to expand...
Click to collapse
My reply:
I have viewed the images and am unclear what exact "damage" exists, I will need this to be described fully in a report that summarises the exact nature and extent of any damage and repair required. I assume that the red label indicates the existence of moisture however is it not possible that this could have been activated due to ambience or humidity?
Under the Sale Of Goods Act, any fault that develops within the first six months of a product being sold is deemed to have been present at the time of sale. Since owning the phone, no incident that I am aware of has occurred that would give rise to the damage you say has been discovered, so the Sale Of Goods Act would come in to force. T-Mobile provided the phone in a sealed box, so I do not see how the damage could be down to them and as the ultimate supplier of the phone, I would have to hold you responsible for the sale of defective goods. Under the terms of the Act, it IS FOR YOU TO PROVE OTHERWISE or accept the repair or replacement of the phone at your expense.
In addition the handset is not out of warranty, in fact it is only 4 months old. It was also sent to you in a semi functional state - in other words it could be used fully except that just the bottom row of bottoms (excluding the roller) were not working. Can you please confirm that this is still the case should the handset be reassembled and returned.
UNDER NO CIRCUMSTANCES SHOULD YOU, HTC OR ANY PERSON ACTING ON BEHALF OF HTC DISCARD THE HANDSET AS THIS MAY CONSTITUTE A CRIMINAL ACT
I wish to make a formal compliant about the way in which this case has been handled, namely:-
1. I was never told nor did I agree that charges for both repair or return could be charged.
2. I was led to believe that the handset was still within warranty and would be repaired accordingly.
3. I have been told that you must replace items that do not need replacement, such as the LCD screen and the plastic surround which are known to have minor scratches consistent with fair wear and tear.
Click to expand...
Click to collapse
So my earpiece has gone.
Not crackly, not distorted, just nothing - silence.
It was fine a couple of days ago and now it's completely dead.
The phone hasn't been dropped (well, tossed on a mattress/duvet when I'm heading to bed but not onto anything hard and from no great height), I haven't tempted fate by submerging it, I've properly nursed this phone and it's still died on me.
The one thing that I did do between it working and today was flash a different ROM.
I'm just wondering whether there's any chance that might've had something to do with it?
I went from '3.4.2 131-003' to '3.4.2-155-2'.
I know it's a long shot but that couldn't possibly be the cause, could it?
Many people have already complained about that problem (just google it!), return the phone (if your warranty isn't void because of the flashing, but i think it only affects software warranty), and they'll get you a new one. As far as I know, the newly produced defys don't have that defect anymore, mine - which I bought a couple of weeks ago - works just fine (fingers crossed!).
I'm aware that it's a known issue, I was asking because it seems that normally the earpiece gets crackly then dies whereas mine has gone from absolutely fine to completely dead in a couple of days with no usage in-between and the fact it happened after I flashed a new ROM seems coincidental to say the least.
As for the warranty, I have flashed ROMs, so fingers crossed.
same problem
I've the same problem.. no crackling, total silence. yesterday it worked perfectly fine, but since today no sound at all.
didn't do anything weird with it; flashed another froyo rom one week ago, but I can hardly imagine it has something to do with it...
I red there were more persons with a earpiece problem, but I couldn't find anyone who's got total silence from one moment to another..
is there info about this issue?
greetz
mine has gone from working to total silent the way mine was crackly was if i blew into it, it would work sometimes but now nothing at all i need to get a replaceable but dnt ave time
The problem is due to a bad connection, so I suppose it is possible it would break cleanly, going from working to silence with no interference/crackling.
I was just hoping I could fix it myself without having to rely on the Motorola warranty lottery
The fix-it-yourself thread is here. It's easily done if you are even mildly practical. I have sourced 2 SE K850i earpieces as a hedge against the future, once I'm out of warranty.
However, I am currently in warranty, so I sent an email regarding my Defy to Motorola as soon as my earpiece started acting-up. I tried to demand a replacement on the grounds that they were offering for sale devices that they knew were defective. Unfortunately, they were adamant that a repair was my only option so I sent my phone to their centre. I followed their advice, backing up, removing SIM and SD card, performing factory wipe from within Settings/Location & Security, and only sending the phone.
My phone had a custom ROM with the "android" text boot-loader so it was obviously not stock but there have been no complaints from them and I'm able to track my phone through their system. It's been repaired and is in "final testing". I'm expecting it back early next week.
Given the perceived "openness" of android, it would be a PR disaster for Motorola to void the hardware warranty on the grounds of software modification.
Step666 said:
So my earpiece has gone.
Not crackly, not distorted, just nothing - silence.
...
The one thing that I did do between it working and today was flash a different ROM.
I'm just wondering whether there's any chance that might've had something to do with it?
Click to expand...
Click to collapse
mmm, i have something to say ... i flashed lots of different roms, two weeks ago i went back to China 0.26, still one of the best in terms of performance BUT, i had some trouble with the earpiece.
The first time it happened i thought "ok my earpiece has gone", it was just silent, people could hear me and i could hear nothing. Surprisingly after a reboot the earpiece was working, then silence again the day after... so on for 3 - 4 times.
Then i flashed the 3.4.2-155 and the problem disapperead. No failure, no silence, after 10 days it still works.
So, could it be the problem was related to that specific rom or software i used?
Btw, did you try to flash back to your previous rom?
I got same issue last week, and my mobile operator change my phone by a new one.
It's a know pb with first MB525 products.
After flashing did-you remove back door and battery to power off/power on you phone ?
I think when we do that, we push on the back of phone and so increase earpiece failure risk.
Thanks, I'd seen that thread before but I'm still well inside my warranty and have no urge to risk voiding it any more than I potentially already have.
I have no qualms about having to send the phone back to Motorola, I just want to be sure it'll be fixed when I do is all.
It's a shame that Motorola don't allow third-parties to fix the handsets - I know an engineer that works for one of the UK high street mobile phone retailers and he says that any earpiece issues, they have to send the phones back to Motorola themselves, they can't even source the necessary parts.
If they could fix it, I wouldn't think twice about the ROM as I know he couldn't care less, he'd get it sorted for me.
technome said:
Given the perceived "openness" of android, it would be a PR disaster for Motorola to void the hardware warranty on the grounds of software modification.
Click to expand...
Click to collapse
Also, since the issue is known to be purely hardware and there are plenty of cases of it afflicting handsets that are entirely stock, they would leave themselves in a very shaky legal situation.
Personally, I think I'd prefer to have my current handset repaired instead of replaced as it seems to be a little gem in terms of battery life.
As for the warranty, I doubt I'll have this phone for more than a year or so.
Part of the reason I chose it was the excellent deal on the T-Mobile contract I'm on meaning that if I get the urge to 'upgrade' early, I won't feel bad about buying a second phone out of my own pocket.
xdaid said:
Btw, did you try to flash back to your previous rom?
Click to expand...
Click to collapse
No I haven't.
I only discovered the problem at work this afternoon and started this thread as soon as I got home.
I might give it a go over the weekend but part of me can't really be bothered, I might just send it away.
edit:
MisterWB said:
I got same issue last week, and my mobile operator change my phone by a new one.
Click to expand...
Click to collapse
UK law only gives a customer a limited period after purchasing during which they can demand a replacement, after that a retailer is entitled to try and repair a faulty item if it is reasonable to do so.
Only if repairing the phone is in some way unsuccessful would the customer then be entitled to a replacement.
Sorry to hear that.
Let us know if Moto honor the warranty. It's very unreasonable to void hardware warranty just because of software modification.
My defy earpiece failed after 4 weeks. I had the orange 2.2 on the phone. Sent it to solidvision (they do warranty repair for motorola phones in belgium and netherlands). 3 weeks later they sent me a new phone, under warranty. On other sites I read that motorola doenst make a problem about earpiece issue even when you flashed other firmware.
So I handed my handset in to be sent away for repair on the 21st of March.
On the 18th of April I contacted CPW's repairs department to query where my handset was at 28 days had elapsed. The guy I spoke to raised a £10 voucher on their systems and put some sort of trace on it for me.
And on the 21st I was contacted by the store I'd handed my phone into to say it was back.
When I say 'it was back', it's not the same handset I sent away - it's a 'clearance' replacement handset. Thankfully my mate who works for CPW checked the handset's history on their systems and it's not a refurb, it was sat in a store for a month without being sold, then recalled to the warehouse so they had one to send to me.
I just hope this 'new' handset has as good a battery life as the one they kept...
heres a time line and a brief explantion of things
aug 14th 2010 got brand new and first evo
sept 10th took phone back in to show it had a problem charging, they offered me a brand new replacement but i had to wait about 3 weeks to get one. the charg issue is due to all evos not trickle charging, apparently this is not defective its just how phones are made now
early october 2010 new phone finaly shows up, and has worked great until:
june 29 i discovered my phone wouldnt always charge via usb charge port, sprint tech says this is a known issue and they will replace it for free but they are out of stock, say it will be a few days and they will call me
july 21 i call them and asked why i havent heard from them they said they should have called, they said they did, i said check my call logs they said fine, we didnt call you. they said my refub was in
july 23 i show up to get phone and on the way home i notice the camera has a big yellow spot in the middle of the lcd and it shows up in all my pics and vids so i:
july 23 went back to get anther replacement and they said they would replace it again, but they are on back order again,
july 27the my replacement is in. but i cant makd the trip today
july 28 i make the trip and get my replacement again, later in the day i notice my replacment phone is answering calls on speaker phone. later in the night i decided to find out why.
well it looks like it may have something to do with a bad usb port again and it thinking it is docked
i rebooted a few times and i noticed that the car panel was opening on its own, well i went to settings and disabled this from auto startup and even though car panel isnt auto running now that i can see it still answers my phone in speaker phone.
also i put it on the charger over night and it didnt charge.
in summary, its been almost a month a 2 refurbs later and i am still trying to get a phone that works
i am the guy who asked about a month ago about how i would like to know how to negotiate for a evo 3d, well here i am not getting what i would even consider a fair shake, let alone a awesome one.
so what do folks think my options are?
is getting a evo3d an option? what about a NEW evo, not a refurb.
should i continue to deal with the sprint store, i know its not their fault but this is a 35minute drive one way to go fetch all these broken phones, or should i contact sprint customer support via telephone?
My advice is to call Sprint and bug them until they send you a NEW phone. I'm not saying it will be an easy call to get through, but it might go smoothly if you have this history.
Having said that, I feel like I've seen fixes for the car dock thing . . . but that may require rooting, and after this many replacements I'm sure you're on GB and would have to wait until a root method is developed. (It might come as early as tonight, but it also might never happen.)
My advice is to call Sprint and bug them until they send you a NEW phone. I'm not saying it will be an easy call to get through, but it might go smoothly if you have this history.
Click to expand...
Click to collapse
Yep exactly. The same thing happened to me last year. I went through 6 refurbs, all had different problems. Refurbs are horrible, they are never fixed correctly, and if the phone had multiple issues, they will usually only fix one, leaving the other things still broken.
Call sprint, talk to Account Services. Tell them you will cancel your plan if they dont send you out a NEW phone. Tell them you are tired of going into the store every day for another problem with the phone. Also tell them that if they want to keep giving you refurbs, you will keep returning them until you get a perfect phone, whic is stupid for them because it would just be way cheaper to just give you a brand new one.
Mines had the same usb problem, I got a brand new evo on the spot and I was in and out in 30mins.(saw the rep pull out an evo box and took out the phone in the original factory plastic, no refurb)
They're not going to budge on the evo 3d, You can ask for a nexus S since its the next compareable phone to the evo.
potna, I feel your pain. The joke in my shop it that "does it work?" isn't in the refurb checklist before sending them out. I personally have gone through 5 refurbs for one customer over a two week period because every refurb was defective. The District S&R Supervisor ended up BUYING the customer a new Evo. It's gotten to the point that this "swap up" program that offers a Nexus or Shift seems to be the solution. Granted, fixing the Evo's right the first time would have been my choice but I don't make policy.
My suggestion is to either take the Nexus/Shift swap or when you go back to the store have the service manager contact regional to get authorization for a new Evo. This will be much easier than dealing with the red tape that Customer Service will put you through.
I water damaged my HTC 10 and filed and Uh-Oh warranty claim. Unfortunately, It's not going too well (see log below).
I'd love to hear about your Uh-Oh experience, good or not. I'm curious to see if my experience is an unusual one.
7/22 - Claim initiated. I go with the authorization hold method: they place a $600 authorization hold, and overnight the phone to me ASAP (at least, that's what they promised to do in the T&C I signed). Upon receiving my replacement phone, I mail the broken phone to them. After they receive and inspect the phone, the hold is lifted.
7/23 - Hold authorized. For personal reasons, I had to put the hold on a debit card. Brief research revealed that it works just as well, except they actually withhold my money from me instead of simply placing a pending charge to a credit card. No problem, I'd have my $600 back in no time, right?
7/25 - I should have received my phone today, but the repair/swap tracking indicates it hasn't even been sent yet. Out of curiosity, I make a call to customer support. I get a young Indian lady whose English isn't perfect. She got pretty irritated when I asked her to repeat what she was saying because I couldn't understand her. I explained the issue, and she scheduled me for a repair within the next 24 hours. I rolled with it, because I thought that just meant a repair employee was going to look at my case.
7/25 - I called customer support again, because I quickly realized that she had no idea what I was talking about, and vice versa. I clearly understood this support guy, and he opened an escalation case for me. Great, someone was looking at my case. I was successfully lulled into a sense of security, which I soon realized is the sole function of HTC customer service.
7/28 - I get an email from the escalations team. In essence, they said that they were working on it, and they were closing the escalation case. No details, dates or promises. They did say I could "Rest assured that we will work on this for us to ship the phone as soon as possible." Although agitated, I foolishly 'rested assured.' and let it slide. I was leaving for vacation that day anyway, and I had accepted I was taking my frustrating temporary phone with me.
8/2 - After checking daily on the swap status and still no progress past 'request initiated,' I accepted the fact that I would have to take this nonsense with me on vacation. I contact customer support again via online chat - I'm pretty frustrated at this point, but I remain patient and calm to the service employees. The support guy reopened my escalation case, and noted they would be contacting me within 48 hours.
8/6 - After receiving no contact from anyone at HTC, I take it upon myself to take initiative and contact them via online chat (no phone service where I was staying). Of course it was Sunday, and our very busy friends in the RMA department don't work on weekends. I was told to contact during the week if I wanted answers. I decided to call them when I returned home.
8/7 - 3:00 pm - I called customer service, and after explaining my situation for the millionth time, the support lady attempted to get info from the repair department, but they were all 'on a call'. She promised that she would call me within the hour with answers.
8/7 - 5:00 pm - No call. I begrudgingly accepted responsibility for initiating contact again. I explained my situation and how escalations have been no help. I mentioned the many empty promises customer service has made over the past two weeks. My case is transferred to a new 'case manager'. He has a voice that radiates assurance and sounds like sweet molasses. He exercises (exceptional) active listening and empathy skills, and assures me he'll call repairs to find out what's up. He promised that he would call me by Wednesday (8/9) whether or not he had answers.
8/10 - No call, and the final straw
There's another similar thread in this section, I believe.
My uh oh experience sucked yugely.
I'm pretty sure that htc is going under. I love the product but their customer support communication is like a bad lsd trip. Lies, uncertainty, hard to understand English. It's really effed. After a month (yes a whole month) of dealing with calls, chats and emails, I miraculously fixed a digitizer issue I had with my 10 using the electric ignition from a BBQ lighter and gladly told htc to stick it. I pray nothing goes wrong with my phone from here on out because I'd hate to ever contact them again.
Sent from my HTC 10 using XDA-Developers Legacy app
My HTC10 power button is stuck and became hard to press. Saw few people have reported the same problem, so decided to call them and try to claim it on warranty.
Jun.12 - use online chat and they say it will be covered, so they will email me shipping label as soon as my ticket has been process by the RMA department.
Jun.14 - still no shipping label, chat with support, asked me to wait few more days.
Jun.16 - Still no shipping label, chat with support, this time the support took the responsibility and contact the right people and was able to issue me the shipping label during our chat.
Jun.17 - dropped off my phone with UPS.
Jun.22 - phone delivered to RAM center.
Jun.26 - repair status finally shows recieved
Jun.29 - repair started
July.05 - repair done.
July.07 - shipped back to me
July 12 - received.
==== up till this point, I was pretty happy with the experience... HOWEVER.....
After a few days of using, realized the initial problem (power button) is fixed and no complain, but the technician did not put back my digitizer property, the technician only assumes the original adhesive is still there so just press it back, but there is a ribbon cable behind the digitizer that kind of pushing the digitizer up, and the adhesive is no longer holding, so the digitizer slowly gets pushed up and a gap will show up at one corner. I can see that humidity and dust will get in soon or later and I will have more problem, not to mention the soft buttons are hard to press now because I now have to first push the digitizer back to position before the soft button will register my press. So here is the second round of claim:
July.17 - Chat with support on the problem, they open an escalation ticket. Again told me the shipping label will be emailed to me in a day or two.
July.20 - still no shipping label, chat with support, asked me to wait.
July.24 - still no shipping label, chat with support, this time the support said it will be emailed to me within the hour. Indeed it came within the hour.
July.25 - dropped the package off at UPS.
July.31 - arrived at RMA center.
===== NOW, here comes the bad part =====
Aug.08 - Repair tracking still shows "awaiting device", so chat with support, told me their status system has problem and is late for few days, the status will be updated in couple of days.
Aug.14 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA department, said the device is there, and will be repaired and shipped to me by end of the week.
Aug.21 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA, told me their status system has problem and is late for few days, the status will be updated in couple of days. (same thing the other support told me earlier), and I asked how much longer for repair, the support said there is some unexpected delay in RMA department, might take another 2 weeks...........
Sep.12 - Still no update, been chatting with them every week, I have been getting excuses like... RMA system update delay, waiting for parts, hurricane Harvey evaluation, post hurricane reduced work hours..., same excuses week after week. I have waited for 1.5 month, can't take it anymore, told the rep to just return my phone without repair. Rep said ok without any hesitation and contacted RMA department to issue a cancel of repair. And told me I will get return confirmation in 2~3 business day, of course I got nothing in 2~3days.
Sep. 20 - Chat again, this time the rep said they have raised my ticket to high priority and even requested for a new replacement phone for me, told them that's good, but only if I can get my hands on it.
Sep.25 - Got email from HTC, saying they have got my request to return the phone, so they have mailed it out.... WHAT HAPPENED TO THE RAISED PRIORITY AND NEW PHONE??? Whatever, I just want my phone back.
Sep.28 - After 2 months and 2 days without my phone, I got it back, problem still not fixed. Turned it on, it has been factory reset, AND A FXXKING SCREEN BLEED at one of the edges, they BROKE MY PHONE, it just need a glue job, and back with a broken screen. WTF.... But no point of contacting HTC again, they will just keep me waiting for another 2 month till I beg them to return it. I much rather take it to my local shop and speed $100 to replace a new digitizer and get it back within couple of hours.
My experience with HTC Uh-Oh has been TERRIBLE, they promise to take care of you, but it comes with a high price (wasted time and frustration and depreciation of your phone while you wait months till you get it back). I WOULD NOT BUY ANOTHER HTC AGAIN (after my Aria, HTC OneX, HTC8, and now HTC10, and my wife's HTC OneX and U11)
==update== Trying to setup my phone to use, and realized the digitizer is acting weird, it won't let me slide down the notification bar, even after reset. Checking phone info, guess what... the S/N is my phone, but IMEI is no longer the same, checking bootloader, it's LOCKED and S-ON, but my phone is a developer edition, should be UNLOCKED, the last flash date is Aug.14, WTF have you done with my phone, HTC???
For a long time now I have been in love with my 1+3, but a few months back I noticed that I can barely hear anything in the handset earpiece. This wasn't such a huge problem for me because I mostly use my BT headset so I lived with it. I rely heavily on my phone in day to day work so I was reluctant to submit it to an RMA which would involve several days without a phone. Fast forward a few months and my phone started having random shutdowns and it would remain blocked like that unless I held the power button for extended times (20s+) several times, occasionally the screen backlight would flash. Couldn't even boot into fastboot with vol+power, basically every time I found my phone not responsive I would have to pray that it will turn back on. I tried all the software solutions I could, roll back to stock rom, stock kernel, update radio/modem but the problem still appeared. This was the point where I decided to contact oneplus customer support for an RMA.
It is a disaster, basically you can see why they can sell you cheap phones, well cheaper, they skim on support.
I tried to directly request an RMA and not go through the remote support since I already tried all the flashing they would guide me through but that wasn't an option so I had a remote session scheduled. On the day of the remote session after waiting half an hour without any reaction from them I was already nervous and decided to go on with my day, after another half an hour they contacted me telling me that they are ready. When I told them it wasn't the scheduled time already they came up with the defense that based on their system this is the right time, that did not comfort me at all but at least they agreed to the RMA. (All the scheduling was done in my local time zone, their idea, so it was probably them having no idea about time conversion)
So the phone went into their service, ARVATO, in Czech and spent a weekend and about a day there, there were to reported problems with the phone, one the earpiece, which I imagined is an easily diagnosed and fixed issue and the problem with the random shutdowns that happens occasionally and without me being able to actually find out why it happens. In the support ticket they kept assuring me that they will do a "full inspection" and fix all outstanding issues.
Imagine my surprise when I got a message from DHL that my package will be delivered the next day, I was really surprised as I have received no notifications from 1+ or arvato they just sent the phone back. So I get the phone in hand, nothing seems to be changed so I try to call one of my colleagues at work to test the earpiece...
Surprise surprise, it still doesn't work.
Now I had the phone for about 24h, I haven't met the shutdown issue, YET, but I can guess that they did nothing in the service to try and diagnose the problem if the "full inspection" missed the faulty earpiece.
Checking on the service protocol, what they did to the phone is: Legacy data deleted Functional test conducted Settings set Software update conducted Which pretty much sounds like software only...how nice, right?
When I asked 1+ what happened, why wasn't my phone fixed they gave me a generic response about how sorry they are and that I can send the phone back with another RMA -.-, how nice of them.
At this point I am not sure I wan't anything more to do with 1+, the phones are good but if you can't have a reliable solution for problems, it's pretty much not worth the money you save.
Did you have similar pleasant experiences with 1+ RMA?
dzsonni said:
For a long time now I have been in love with my 1+3, but a few months back I noticed that I can barely hear anything in the handset earpiece. This wasn't such a huge problem for me because I mostly use my BT headset so I lived with it. I rely heavily on my phone in day to day work so I was reluctant to submit it to an RMA which would involve several days without a phone. Fast forward a few months and my phone started having random shutdowns and it would remain blocked like that unless I held the power button for extended times (20s+) several times, occasionally the screen backlight would flash. Couldn't even boot into fastboot with vol+power, basically every time I found my phone not responsive I would have to pray that it will turn back on. I tried all the software solutions I could, roll back to stock rom, stock kernel, update radio/modem but the problem still appeared. This was the point where I decided to contact oneplus customer support for an RMA.
It is a disaster, basically you can see why they can sell you cheap phones, well cheaper, they skim on support.
I tried to directly request an RMA and not go through the remote support since I already tried all the flashing they would guide me through but that wasn't an option so I had a remote session scheduled. On the day of the remote session after waiting half an hour without any reaction from them I was already nervous and decided to go on with my day, after another half an hour they contacted me telling me that they are ready. When I told them it wasn't the scheduled time already they came up with the defense that based on their system this is the right time, that did not comfort me at all but at least they agreed to the RMA. (All the scheduling was done in my local time zone, their idea, so it was probably them having no idea about time conversion)
So the phone went into their service, ARVATO, in Czech and spent a weekend and about a day there, there were to reported problems with the phone, one the earpiece, which I imagined is an easily diagnosed and fixed issue and the problem with the random shutdowns that happens occasionally and without me being able to actually find out why it happens. In the support ticket they kept assuring me that they will do a "full inspection" and fix all outstanding issues.
Imagine my surprise when I got a message from DHL that my package will be delivered the next day, I was really surprised as I have received no notifications from 1+ or arvato they just sent the phone back. So I get the phone in hand, nothing seems to be changed so I try to call one of my colleagues at work to test the earpiece...
Surprise surprise, it still doesn't work.
Now I had the phone for about 24h, I haven't met the shutdown issue, YET, but I can guess that they did nothing in the service to try and diagnose the problem if the "full inspection" missed the faulty earpiece.
Checking on the service protocol, what they did to the phone is: Legacy data deleted Functional test conducted Settings set Software update conducted Which pretty much sounds like software only...how nice, right?
When I asked 1+ what happened, why wasn't my phone fixed they gave me a generic response about how sorry they are and that I can send the phone back with another RMA -.-, how nice of them.
At this point I am not sure I wan't anything more to do with 1+, the phones are good but if you can't have a reliable solution for problems, it's pretty much not worth the money you save.
Did you have similar pleasant experiences with 1+ RMA?
Click to expand...
Click to collapse
Atleast be thankful that you got your phone back, that too in a better condition than when it was sent in.
There was one person here on XDA complaining about his phone being sent to a different country and for about a month atleast, OP was trying to trace the phone. No idea whether he got it back.
Literally sent my 1+3 back today due to earpiece being almost inaudibly quiet.
This doesn't bode well.
My RMA for replacement screen took 6 weeks.
They failed to update the RMA status and their support were incredibly slow.
I did, however, get a perfect working phone back with TGSP
I had to move on to a htc 10. The one plus 3 I bought was used but in absolutely amazing shape. But the ear speaker didn't work and when I tried to make calls I couldnt do it unless I had bt headphones. And when I hung up without bt headphones the phones would freeze and restart. Also the microphone wouldn't work to. I couldn't do a warranty return, so I took it apart and replaced what I could, didn't fix a thing. So I just bought the htc
I had RMA'd my OP3 for the faint earpiece issue. It took a week or two going back and forth for them to issue the RMA. After that, it took about about a week and half for a complete round trip. I was pleasantly surprise they sent to back with a screen protector on and a extra case. I believe it was sent to an Acer service center in Texas.
Support isnt actually bad in my opinion. There are brands such as Motorola / Lenovo who are unreachable regarding RMA and such. Then Samsung who charges €350 just for a screen replacement. I agree that something went wrong and such but this happends everywhere.