Hi guys,
as my HTC 10 is back from repair for the third time (and HTC seems unable to fix the problem) I want to share a video of the quality problem of my 10 with you. Perhaps anybody else had this problem before or even knows how (or if) it's fixable by myself.
Sadly HTC keeps forcing my to send the device back in to repair. I got my 10 now for four months but it was away for repair for about 2 months and i'm really fed up about HTC's support mentality and want my 10 to be usable and not having it to send back and forth again.
https://drive.google.com/file/d/0B85BfOjwBmF7TGxjMmhpOExJSVU/view?usp=drivesdk
I think you should ask for a replacement. Obviously the phone was opened for service and the display was not glued properly. You can easily fix this but it's skill not acceptable.
Sent from my HTC 10 using Tapatalk
I asked for a replacement from the first time that it came back unrepaired. But HTC keeps ignoring this parts of my messages and keeps telling that I have to send in the device even law is on my side. But I think they simply know that only a very small part of their customers will go for a lawyer and/or to court because of such "little value"as a mobile device is.
And yes it must have been opened because my fingerprint sensor got repaired. But the display popped up before as it was reason the device was sent in, too. But now it's worse then when it wasn't repaired...
Use a hair drier to heat the screen, that place it with the screen down with something on top for a while (or use a clamp to keep it pressed). Try heating only the part affected. You can also check the back aluminium body for dents.
This should fix your problem.
Sent from my HTC 10 using Tapatalk
Thx for your guide.
I gave it a shot and it really helped. But only for a couple of days....
Then the display popped up again and again and again and....
I don`t know how hot the parts (back and display) may get before they get damage so i might have heated the parts up way less then it should be. Perhaps that's the problem.
But i managed to get my device exchanged.The "new" one is a fully refurbished one and i was (and still am) really shocked that the new device also has this popping display.
But this time right from the beginning. My first one took a few weeks until the display lifted but the exchanged one has it from day one.
So the wheel is turning again...
But i'm really wondering that i am the only one that is affected by this problem....
Where do you live? If I were you, I would post that on HTC facebook profile of your country. This is not to be accepted. Even here in Poland, which a lot of companies treat like a 3-rd world country they usually have to respond to these kinds of posts. Also, I'm not sure what's HTC policy, but how many times did you send it to warranty? If was serviced 3 times I think they HAVE to offer you a replacement.
I live in germany. Posting it on HTC`s Facebook page makes no sense as they immediately delete posting that were not posted by them.
I could only comment and post pics and/or videos there. But that's not the point either.
HTC here in germany has an absolutely terrible customer support as there are people on telephone/email that don't speak german or english in a way problems could be explained correct.
Devices have to be sent to a point in germany and from there they get forwarded to poland where they get "repaired". Problem is that the technicians in poland don't understand the problem as HTC seems not to be able to communicate it in polish (or proper english).
I sent it in three times but HTC didn't mind of having me to send it in another time. So i reported the problem to my provider (O2 Germay) and they replaced it without a doubt.
But the main problem is that the new device has exactly the same problem. And i'm wondering if only shall be the unlucky guy that has an unusual problem twice without reading anybody else having the problem.
As i suggest that the glue/tape that is used to hold the display is the problem there should be more people with that problem.
Then report it again to O2. At least I would do so. Or I would describe the problem on HTC US facebook site. They don't give a f*** about a customer unless you make them a bad comercial on a social network
Btw, do you happen to know the name of the service center that "took care" of the repair? Was it regenersis? I'm curious, because it's a huge center that handles a lot of phone companies and in Poland it has a horrible reputation (fx. a lot of the phones come back damaged or they say that there's been an interference of liquids and charge for the repair...). The problem with htc devices it that they are not-wisely planned on the inside and their screens are glued, so it makes them very hard to repair, so the service centers with less experienced staff often have problems.
PS It's kinda weird it was sent to Poland, look at this map:
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Germany seems to have 3 service centers of the same prioprietor.
I have already reported it to O2 again
But sadly they have about 5 days response time so every communication takes an enormous amount of time
Regarding the service center: you hit it
It's Regenersis (WARSAW). And it not only has a bad reputation in Poland but rather in Germany, too....
And you are right another time. My HTC 10 got damaged by them while sent in for repair the first time. They totally scratched the back of my 10. My guessing is that they dropped the phone to the floor.
At least the marks looked exactly like if the phone was dropped. Because even the chamfered edges on top were scratched and they don't touch a desk (or something like that) when laying down flat for repair.
I guess the reason for sending them from Germany to Poland for repair are the costs. I think it still is much cheaper to send them to another country for repair because of the much lower salary in Poland then in Germany.
Reporting the problem on the HTC US Facebook page might be an idea. But i guess that they will reply something like: "Please don't hesitate to contact our german department regarding this problem!" and that's it.
I suggested writing on US site because I've read about people's problems with regenersis and the only thing that seems to work is the intervention of their spokesman or whatever they are called
Also a good suggestion to do before sending it to the repair/o2 again is to take as many photos of your phone as possible, on the fx. Newspaper fron the day you send the phone as a proof
i think you didn't understand me completely or i just didn't explain my situation very well
At the moment i don't have to act with HTC and (especially) regenersis.
I bought my phone from O2 Germany. When i noticed that my display popps up i contacted HTC because i was thinking that the manufacter could
find faster solutions then the reseller. And then HTC forced me to send it in threee times to Regenersis where it wasn't repaired two times (apparently because of HTC not being able to communicate the problem in proper polish/english)and got damaged (tottaly scratched back) at the first "repair". The third time Regenersis really repaired the phone but after a few days the display popped up again.
And now i contacted O2 which offered me the replacing without any doubt as they heard my story. O2 doesn't work with Regenersis either. They have an own servicer called W-Support here in Germany.
Im only confused that the replacing HTC 10 has exactly the same problem as the first one. And now i have to wait again as O2 Germany hast a repsonding time off more then seven days theese days
Related
So I've got a lot of light coming through along the entire bottom edge of my EVO. If I push in the bottom, the light goes away, but comes back when I release it. The bevel of the screen is clearly above the edge of the phone. It's getting to the point that it's distracting when in a low light area while watching a video or browsing online.
Are Sprint stores exchanging these units? Is this something that is going to continue to get worse as time goes on? I've also heard of dust getting under the screen and causing additional issues, and that it will be covered under HTC's 1 year manufacturer defect warranty.
I paid the full $450 on this phone, so if there is a defect I would want it dealt with. I've also heard that it's a Nova screen and the new ones are Epson, and the Epson's are an inferior screen to the Nova's.
Anyhow, what is your opinion? Get it replaced or just live with it?
All this is assuming of course that my local store has EVO's in stock to replace it with. I purchased on launch day, so the 30 days is up in 2 days.
Yes exchange it. I can only imagine what it would look like in about a year.
You don't need a poll for this!
Exchange that bad boy now and if they won't do it cancel(if you can)! A screen should not be seperating in less than a month..
Even though I purchased it out right, I still have 30 days right? If so, I'm going to try to exchange it today. If I cant then I'm going to return it and wait until stock arrives.
MrDSL said:
You don't need a poll for this!
Exchange that bad boy now and if they won't do it cancel(if you can)! A screen should not be seperating in less than a month..
Click to expand...
Click to collapse
it shouldn't be separating ever, these arn't tooth brushes where the color goes out of them when it's time to replace them.
If you dont have insurance on the phone you still have the manufacture warranty, lucky you you get a brand new one, they gave me a "re-manufactured" one. i have no idea how they had any re-manufactured REV3 device. swap it now anyway, the differences in the screens are not that major, i havent seen much difference really.
So I called my local store, and no EVO's in stock for existing customers.
I explained the issue, he said he may have one tomorrow.
He then proceeded to tell me that they are not exchangeable for the screen issue. He said it is purely cosmetic, and they can not exchange it for that reason.
So I told him I'll just return it for a refund within the 30 day period.
Edit:
So I hung up and I got to wondering if there is going to be a restocking fee of some kind, so I called customer care.
I was then told that both exchanging the phone, and whether or not they will charge a $35 restocking fee is at the discretion of the store.
Customer care said that the phone could be exchanged because it was a manufacturers defect, but it's up to the store.
Now I'm wondering, $450 for a problem phone that may or may not get worse later on, or paying the $35 restocking fee and switching back to my Hero, or saying a big screw you, returning the phone, paying the fee, and then getting out of my contract. Sure, I'll pay a cancellation charge, but I can get the new Droid from Verizon soon and I'll likely break even with their discounted price.
I'm actually in the same situation..
Screen separation, loads of light leaking, and a stuck pixel.
However if the epson unit ends up being even worse, then i'd be pissed.
According to phandroid, on the left is a nova, and on the right is an epson..
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To be quite honest, the epson (right) looks more realistic, and color reproduction appears more accurate..
Yet the net is filled with people saying they like the nova more..
F*&%ING HTC, Why can't you just be honest with us?
Which screen is better? Why do we have to worry about this crap...
Who switches components within the same model type and tells noone, damnit!?
I also wonder what one has a better screen. Regardless though, I still need it replaced. I would rather have a different screen rather than one that already has issues.
Also, now I'm curious if the new phones have the latest OTA update. If they do, will I be able to root? What a pain in the butt. Keep a defective phone that can be rooted or replace it for an inferior screen that can't be rooted. Ugh.
How long after purchasing the device did you notice these problems? If it takes a while maybe its heat that causes these problems, but definitely replace it.
goldt said:
How long after purchasing the device did you notice these problems? If it takes a while maybe its heat that causes these problems, but definitely replace it.
Click to expand...
Click to collapse
I actually noticed the light leak immediately, as well as a slight "up" to the screen. It just for progressively worse with use though.
I wanted to post an update. Yesterday I went into my local store after calling. I just told the person at the counter that I needed to exchange or return my EVO due to the screen separating on the bottom and sides. The manager was standing right there and said they can't exchange it for that issue since it's cosmetic, according to HTC. I said I know, but I spent $450 on a phone and I want it without a cosmetic issue. He said that he didn't have one to sell that day, but he would take my information and call me this morning if the one they had didn't sell to someone who was expected to come in. The manager said he understood and would take care of me.
This morning I received the call that they had an EVO to exchange for me. I went in and swapped it out fairly quickly.
The new phone is a Rev 003, it's the Epson screen, and did not have the latest software update installed. Best case scenario I could have hoped for (the Epson screens do not have the separation issue.)
Sirchuk said:
I actually noticed the light leak immediately, as well as a slight "up" to the screen. It just for progressively worse with use though.
I wanted to post an update. Yesterday I went into my local store after calling. I just told the person at the counter that I needed to exchange or return my EVO due to the screen separating on the bottom and sides. The manager was standing right there and said they can't exchange it for that issue since it's cosmetic, according to HTC. I said I know, but I spent $450 on a phone and I want it without a cosmetic issue. He said that he didn't have one to sell that day, but he would take my information and call me this morning if the one they had didn't sell to someone who was expected to come in. The manager said he understood and would take care of me.
This morning I received the call that they had an EVO to exchange for me. I went in and swapped it out fairly quickly.
The new phone is a Rev 003, it's the Epson screen, and did not have the latest software update installed. Best case scenario I could have hoped for (the Epson screens do not have the separation issue.)
Click to expand...
Click to collapse
What software version did it have, .1 or .6? I'm in the same predicament, I'm using Toast's rom and I really don't want to lose the ability to root.
ausch30 said:
What software version did it have, .1 or .6? I'm in the same predicament, I'm using Toast's rom and I really don't want to lose the ability to root.
Click to expand...
Click to collapse
Baseband 1.39.00.05.31
Build 1.32.651.6
Software number 1.32.651.6
My speaker just started to fail. I recieved a call and it wouldent work period. I just assumed a bad connection. I tried making a call later, and I figured that it might be the ear speaker so I tried gently pushing on the top left corner like if read people doing, and well, it began working. it would cut in and out, but it was obvious there was a problem. I tried the speakerphone and it worked perfectly fine.
Anyone else in the states have a problem with their defy. any suggestions. Im really happy with the phone, but this cant continue. it hasn't even been two weeks!!!
https://supportforums.motorola.com/message/306104#306104
many people have the same prob
what‘s your msn code？ from msn code, you can know the production date
So far it is less prevalent in the states. If you go on the T-Mo Defy site, or the US Defy site at Motorola you'll see some, but if you go to the non-US site on Motorola there are a lot. No one's sure iof it's a software or hardware issue. Some have (temporaitly) restored their speaker by messing around with the "Voice Quality" settings.
i think i've read somewhere that moto had admitted it was a manufacture defect..
I've got this problem (UK) and I'm not happy, I've already replaced one because of a dead pixel, from what I've read people aren't certain whether it's a hardware or software problem. I'm guessing hardware though.
scrannel said:
So far it is less prevalent in the states. If you go on the T-Mo Defy site, or the US Defy site at Motorola you'll see some, but if you go to the non-US site on Motorola there are a lot. No one's sure iof it's a software or hardware issue. Some have (temporaitly) restored their speaker by messing around with the "Voice Quality" settings.
Click to expand...
Click to collapse
This morning my handset speaker went silent after about a month of owning the device. I'm in US, and I never used headphones. Cold booting, nor playing with the voice quality settings made any difference, the handset speaker is really a goner.
Yup. No one seems to have a cause yet. Still it seems far less common in the US. I found this post from the US Motorola forum from a T-Mo salesperson:
"I have only had one returned out of the 100+ that we have sold in the store I work in, and it was because the phone was "too smart" (her words) for her. No returns due to ear piece issues."
bought 2 Defys for my kids - opened both on Christmas day and one now has a failed earpiece.
Purchased through T-Mobile UK.
Grrrr
My son's Defy went back to T-Mobile (UK) last week with the same problem. Was fine on speakerphone but no sound at all from the earpiece.
A common fault according to the customer service lady on the phone.
now would be a great time for a develope to step in(because motorola are impotents and cant back up theyre own products) and heres my genius idea:
Instead of talking to it the normal way, turn it arround with the back loud speaker(lower the volume) to the year, and use the noise canceling mic to talk, now the front mic that should've been normally used is going to work as noise canceling.
picture:
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@mariu$
That is genius
Got an exchange
I purchased a Defy in mid November through Vodafone UK. The earpiece started to fail occasionally after 2 weeks. I thought it was self caused due to me playing around in water. However everything else seemed to function alright.
After pushing slightly on top of the phone, I managed to get some sound from time to time.
I called Vodafone two days ago (Dec 30th), and they immediately sent me a replacement phone! Got the package yesterday!
backup everything didn't seem to save my angry birds scores though
//Dave - Happy again.
@simbo
agreed
Mine just crapped out two days ago....at first I just thought it wasnt dialing until today I turned on speaker and BAM.....so I called tmobile and they are sending out my 3rd device....Guy told me on the phone if this one has problem they will reset my upgrade credit and send me a new phone of our choice (within reasonable price range)
SlightlyAmused said:
Mine just crapped out two days ago....at first I just thought it wasnt dialing until today I turned on speaker and BAM.....so I called tmobile and they are sending out my 3rd device....Guy told me on the phone if this one has problem they will reset my upgrade credit and send me a new phone of our choice (within reasonable price range)
Click to expand...
Click to collapse
The bug phone was made in December？or Nov？
You can know it by MSN code.
Hi,
anyone have tried to repair the call speaker by itself?
If you are rooted you can use Titanium backup to backup angry birds and it will maintain your scores.
dave79 said:
I purchased a Defy in mid November through Vodafone UK. The earpiece started to fail occasionally after 2 weeks. I thought it was self caused due to me playing around in water. However everything else seemed to function alright.
After pushing slightly on top of the phone, I managed to get some sound from time to time.
I called Vodafone two days ago (Dec 30th), and they immediately sent me a replacement phone! Got the package yesterday!
backup everything didn't seem to save my angry birds scores though
//Dave - Happy again.
Click to expand...
Click to collapse
I think I'm starting to have this problem.
Does anyone know that it can be 100% fixed if it's sent away to be seen by an engineer?
I've already swapped my Defy once due to being unhappy with the battery performance of the original and the new handset's an absolute stormer in that respect, so I don't want to swap it again only to end up with another one that has a poorer battery life.
Not to mention, there's no guarantee that the earpiece on the replacement phone won't end up with the same problem...
So, with that in mind, I'd rather send it off and just have it fixed, provided that once it's fixed it's guaranteed to stay that way.
Rhyr said:
Hi,
anyone have tried to repair the call speaker by itself?
Click to expand...
Click to collapse
I think the same...
Any photo of Defy inside?
Any web of Defy parts?
what is really the hardware issue? the jack? the speaker?
Nobody just open the Phone to auto repare?
thanks in advance
ox said:
I think the same...
Any photo of Defy inside?
Any web of Defy parts?
what is really the hardware issue? the jack? the speaker?
Nobody just open the Phone to auto repare?
thanks in advance
Click to expand...
Click to collapse
Some years ago i had an i-mate jam, and the device was affected, due to a contact problem, by an absence of sound on the call-speaker.
So, from my past experience, i can suppose that the problem is on speaker contact, becuase most of call-speaker are not soldered on the board.
On the jam i resolved soldering two wires between the speaker and the board.
But i don't know exactly how is inside the defy, so I can only assume with no certainty...
Here is what my Desire is doing:
It's under warranty, so I contacted HTC Tuesday. They recommended sending it in. They filled out the 'tick sheet' wrong, their error. I need it corrected to continue. Five phone calls and 15 emails later, I now have the correct paperwork, but they are refusing to cover shipping to their repair center. They blame UPS for not operating here in Jersey. That's between UPS and HTC. My contract is with HTC, I'm holding them responsible.
The warranty (Section 9c, yeah, I save and read everthing) agrees they will cover it. I can use Royal Mail, obviously. Getting the device in for repair is not the issue.
Has anyone had problems with HTC in getting your device repaired?
What did you do to resolve it?
I like the Desire, and I'll probably buy another HTC in the future. I have 4 from them so far, but this is my first problem and it's not going very well.
You should inform HTC that they have a responsibility for shipping regardless of who operates in a particular country. Other than that, if it's still in warranty you can take it back to where you purchased it from (or notify your mobile network of the fault). They hold ultimate legal responsibility for getting a repair (unless you waived them when you signed a contract). I remember when Amazon insisted that I use my warranty with the manufacturer (who also wasn't willing to pay for shipping) and then sent Amazon, that as a seller, my contract of exchange was with them and that they should provide a replacement. In the end, they didn't want the faulty item back and just sent me a new one.
Good point kabads,
I've sent the seller (Amazon) an email asking them to handle this from here. I found this gem on an OFT website
"The trader must sort out your problem, not the manufacturer
Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer or to claim through a guarantee or warranty."
It seems that HTC is the logical choice to handle this, but they are dragging their feet. The warranty people can't fix a mistake on the returns form once they email it. They supposedly 'escalated' the issue after email number 16 and agreed to arrange a courier to pick up. Now, no response for 2 days. I'm done babysitting them and forcing each step of the process. I think they are used to doing this and having a certain percentage of people give up and go away.
** BOOM, Update!
Amazon has already written back while I was typing this post. Full refund, no problem. Contrast this with HTC's shambolic response this far. I'll order a replacement and I'm done with these morons.
Now I have the problem of choosing a replacement. Do I gamble on HTC again, or go with a competitor? I guess it doesn't matter much so long as I order from Amazon again.
I know its odd, but I would still get a HTC, it is really bad customer service true, but the phones are really good. Just use Amazon to return the phone, I think having a broken desire is a bit of bad luck to have to return it.
Sent from my HTC Desire using XDA Premium App
I would go for a nexus s, I would love direct google love and the specs are very good. I dont know how long u could wait, but the dual core phones are just around corner, thats the way to go in my opinion.
Sent from my GT-I9000 using XDA App
Yep dual cores are nearly here although HTC wont be getting them until toward the end if the year supposedly. But on the other hand I probably wouldn't be able to go without a phone for long so I'd get either another HTC or maybe a nexus s because of the higher spec, glad you got your refund some companies are really stubbern GO AMAZON !
Sent from my HTC Desire
MFW dealing with HTC:
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-vs-
MFW dealing with Amazon:
But seriously folks, I'm back using my trusty G1. I'll definitely order the next one from Amazon. They don't have the Nexus S, or I'd order one today. They no longer have the original Desire in AMOLED, like the one I'm returning. Amazon's selection of Android phones is fewer than usual right now for some reason. Maybe newer ones are coming soon. Looks like it's wait and see for now.
They have the Desire S, might be worth a look
http://www.amazon.co.uk/HTC-Desire-Free-Mobile-Phone/dp/B004NNU9YM
And Nexus One is there, just not direct from Amazon:
http://www.amazon.co.uk/GOOGLE-Nexus-One/dp/B00332YPHQ
So, for the most part, I do like this phone. But, its self destructive tendencies get annoying.
In the past, I had a bootloop type issue where all of my data was lost. LG made it right and got me a new G4. That was just a hair over a year ago (+/- 3 weeks or so).
This problem is different then the past one. At first, I thought it was the phone overheating because this would happen when I used the phone (play games, watch videos, etc.) within the last 2 or so weeks. Now it appears to be random.
The two problems are as follows. Sometimes (usually during actual use, as opposed to being on in pocket) the screen would scramble, audio would skip, and phone would lock up. It would reset itself, and sometimes would power back on while other times it would freeze at the Verizon screen.
Other than that, it started freezing with screen off, get real hot and require battery pull to reset. Obviously this caused problems with missed calls, dead battery, etc.
Please see the pictures to see what I am talking about for the scrambled screen.
I am here asking advice. Do you think LG will replace the phone again? And/Or what can be done to remedy this if not?
Thank you for your time and consideration.
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I would contact LG over the phone about sending it back in for warranty repair. It is really disappointing to know your repair lasted barely a year. Do you know if they replaced the mainboard last time? You should backup everything off internal storage as your phone is going to be permanently dead soon as it's showing symptoms of the dreaded bootlooping disease again.
Thank you for the reply & sorry for the delay in responding.
So I contacted LG Chat Support
Basically, they would not commit to being at fault, so they are saying for me to send the device to them for repair and while there they will determine if the repair is covered under warranty.
I did wipe the device, and that helped for a few days after an initial failure. The phone would not allow me to pass the initial setup for a few hours. I would start the process and it would fail and restart dozens of times. After that initial problem, I went several days without issue. Feeling confident, I decided to reinstall some apps, including games. I played a couple times a couple days and finally had the issues described above. This time it came back in glorious fashion. After that first instance, I have had dozens of freezes....today.
I plan on filling out the necessary stuff to send it back, but if it costs more than $50-100, I don't know i want to spend the money on fixing it up. At this point, I really do not know if it is worth it. I suppose my faith in this model has run out.
Any other input would still be appreciated.
Did you contact LG USA? Just want to confirm that first .
Did they agree to send you a free FedEx label to send it in for repair?
It sounds like a mainboard going bad, so don't spend your own money shipping it in until you post here first.
K-Mac said:
Thank you for the reply & sorry for the delay in responding.
So I contacted LG Chat Support
Basically, they would not commit to being at fault, so they are saying for me to send the device to them for repair and while there they will determine if the repair is covered under warranty.
I did wipe the device, and that helped for a few days after an initial failure. The phone would not allow me to pass the initial setup for a few hours. I would start the process and it would fail and restart dozens of times. After that initial problem, I went several days without issue. Feeling confident, I decided to reinstall some apps, including games. I played a couple times a couple days and finally had the issues described above. This time it came back in glorious fashion. After that first instance, I have had dozens of freezes....today.
I plan on filling out the necessary stuff to send it back, but if it costs more than $50-100, I don't know i want to spend the money on fixing it up. At this point, I really do not know if it is worth it. I suppose my faith in this model has run out.
Any other input would still be appreciated.
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divineBliss said:
Did you contact LG USA? Just want to confirm that first .
Did they agree to send you a free FedEx label to send it in for repair?
It sounds like a mainboard going bad, so don't spend your own money shipping it in until you post here first.
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Sorry for the delay. I have been getting crushed at work.
The chat I used was from the https://www.lg.com/us website.
In the chat, the representative said to proceed to "request a repair" and i will get the fedex label to ship it out. (changes me to https://www.lgmobilerepair.com/request_repair)
I have since switched back to my Samsung Galaxy Note 2 :cyclops:
So, I finally got my phone back from LG. They "fixed" it at no cost. I am very appreciative of that. They said they gave me a new board but it kind of looks like i got a refurbished phone(different screen I think). I sent my battery a long with my phone and back cover in and they gave me what looks to be a new battery with my old back cover.
I greatly appreciate your help. Thanks for your wisdom and replies. I hope this helps some other folks. We shall see how long this phone lasts.
Hello Everyone,
As the topic title says, I've sent my old OnePlus phone for repair (front speaker and USB port issues) and received a quote as warranty has long expired containing display repair cost and a photo of a broken phone but even the phone cannot be identified if mine at all.
I have proof of an intact display in form of a video about preparing and packaging the device for shipping.
The video shows the display working properly, and that the device is put in the original box, then in another which is then sealed.
To cut it short, service wanted me to pay, then I escalated to OnePlus and as they understand my issue, they still want me to pay.
But why should I pay for something I haven't done?
That's all the details I can share now, I've expressed my concerns to OnePlus, I have doubts they have even watched the video (YouTube link).
What can I do to have the truth?
sto1911 said:
Hello Everyone,
As the topic title says, I've sent my old OnePlus phone for repair (front speaker and USB port issues) and received a quote as warranty has long expired containing display repair cost and a photo of a broken phone but even the phone cannot be identified if mine at all.
I have proof of an intact display in form of a video about preparing and packaging the device for shipping.
The video shows the display working properly, and that the device is put in the original box, then in another which is then sealed.
To cut it short, service wanted me to pay, then I escalated to OnePlus and as they understand my issue, they still want me to pay.
But why should I pay for something I haven't done?
That's all the details I can share now, I've expressed my concerns to OnePlus, I have doubts they have even watched the video (YouTube link).
What can I do to have the truth?
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You could use the pictures OnePlus sent you to trigger the warranty of the shipping service you relied on to make up for the extra fees. I know, some more paperwork, but it would be the more logical step to take. Neither you or OnePlus can take the blame for bad transport conditions that led into this situation.
Very smart of you to record the packaging of the phone.
Talk to consumer protection office. And go public.
Youre screen may be broken during transport.
Did OnePlus come and collect the phone using their own courier? Or did you send the phone using a courier you found?
AndyC76 said:
Did OnePlus come and collect the phone using their own courier? Or did you send the phone using a courier you found?
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you ship it to some hellhole in texas that i believe is owned by Acer
I really hope it works out for you! You've got the evidence. Try and find out if there's a complaints procedure and reach out to them also.
Bummer, but stay after support to resolve it!
Don't let them get away with it!
Hey Everyone, although the case is still open, I have opened a case by OnePlus, who have escalated it to the customer support team. They have thanked me the video evidence which they have forwarded to the service team.
I told them sharing the link with the service team was my first thing to do but they seem to have simply ignored it.
Now they don't say it's been damaged during shipping though. I've sent the device with UPS, which OnePlus ordered.
As I understand their emails, there will be a decision in the next few days, so fingers crossed.
That's the current status, I'll update as soon as I have any news.
Thank you all for your support!
NO fingers !!! NO nothing !!! You send the phone with screen intact. You got the film packaging the product.
Oneplus shoud repare it. UPS driver or company must pay.
So it seems like the phone is on its way back to me, broken, unrepaired.
Oneplus support is worth nothing, they just repeated what the incompetent service told them.
If anyone knows a legal representative who I could talk to, let me know.
Once I got the package, I'll video it and put all the evidence here and all over the net.
It would be nice if you could share it as many palces as you can.
This was the last time I've used anything from this scammer company.
National consumer protection agency. May be better to place a police report.
Television or newspaper or both.
Why is Oneplus gulity that UPC broke youre screen? Couriers are horrible in any country !
null0seven said:
National consumer protection agency. May be better to place a police report.
Television or newspaper or both.
Why is Oneplus gulity that UPC broke youre screen? Couriers are horrible in any country !
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Thank you.
They first claimed that UPS broke it, afterwards they told that it was like this before.
Besides, I would need consultancy in Europe.
Upload the video of you packaging the phone if u want us to share.
Now we would be taking your word for it.
NotCat_ said:
Upload the video of you packaging the phone if u want us to share.
Now we would be taking your word for it.
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Here it is:
Here is a picture they have sent me from teh service, claiming that it's broken and I need to pay 80EUR:
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
Since then I got my phone back, they haven't even repaired what I have asked for in the first place. The display works.
They were keen on that some glue below the screen has given up so they need to replace the screen. Even though the screen was not broken as it might have been implied first, I don't believe that the whole screen should have been replaced for 3x the money the whole device is worth. They have never said the screen works though.
That's said, this has been an extremely negative experience with OnePlus.
If UPS damaged it, you'll see the evidence on the packaging - if they use the same box etc to send it back
The reference to the glue 'giving up', surely this would only happened if someone left the package in a really hot place for an extended period of time.
When you use UPS im pretty sure ( you'll need to contact them to confirm), that liability/transport insurance is included to safeguard the items that are in their care.
If I boil this down, it could be that OnePlus did receive the phone in the condition they claim it was in, that's either a bold face lie or truth.
By elimination you'll come to the actual Truth.
It's a horrible situation to be in, as for legal assistance in pretty sure each country will provide you with 45 minutes of free legal advice - that may be worth googling so at least you can set out your plan.