As you know, we've a few phone shops. From small stores to high street retailers.
Basically, under Irish consumer law you are entitled to a new item if it takes more than one 28 days to get replaced- one of your three consumer rights. If your Sony Xperia S is getting sent back to get investigated, it can take that time, or longer, to get dealt with.
My advice is that if you're in Ireland, with a friendly tone and some consumer knowledge you can get it swapped for a newly manufacturered model there and then.
As a former law student, sales and retail expert and mobile enthusiast, I'm sharing my knowledge with you. Contact the Consumer Association for details.
Sure, who wants to wait over a month for a phone they paid several hundred euro for?
Static.
Sent from my LT26i using xda premium
Nice law ...
Verstuurd van mijn LT26i met Tapatalk
im from the phillipines, i wish we have that law here in the phillipines.
If only!
You do need to play the cards correctly to get what you want.
Most shops have their own policies, but consumer law always overrides them.
We've a right to one of the three R's:
- Repair
- Replacement or
- Refund.
It's probably one of the only good things that Ireland does right, but that's another story!
Static-Noise said:
If only!
You do need to play the cards correctly to get what you want.
Most shops have their own policies, but consumer law always overrides them.
We've a right to one of the three R's:
- Repair
- Replacement or
- Refund.
It's probably one of the only good things that Ireland does right, but that's another story!
Click to expand...
Click to collapse
But don't forget you do have to give them a chance to repair the device first, before it is replaced!
hi
my phone got yellow tint recently last week of june (baught in april from carphone on vodafone) ...when i talked to carphone staff.. they said if its within 28 days they will look after otherwise sony ... So where do i take the phone to sony centre or sony service centre- are they both same .. Did they reopen .. it was all closed for while back in april there was some issues...
Static-Noise said:
As you know, we've a few phone shops. From small stores to high street retailers.
Basically, under Irish consumer law you are entitled to a new item if it takes more than one 28 days to get replaced- one of your three consumer rights. If your Sony Xperia S is getting sent back to get investigated, it can take that time, or longer, to get dealt with.
My advice is that if you're in Ireland, with a friendly tone and some consumer knowledge you can get it swapped for a newly manufacturered model there and then.
As a former law student, sales and retail expert and mobile enthusiast, I'm sharing my knowledge with you. Contact the Consumer Association for details.
Sure, who wants to wait over a month for a phone they paid several hundred euro for?
Static.
Sent from my LT26i using xda premium
Click to expand...
Click to collapse
Thanks, as an Irish person with Yellow Tint, what should i do? is the shop i bought it in first port of call? and then if they say it will take over 28 days inform them of this law?
One of the reasons i havent brought it in yet is the long wait time
I really wish it worked that easy! I sent my brand new Xperia S back to Sony through the Carphone Warehouse, and it was gone for about 5-6 weeks! When I asked for a replacement after 28 days, I was informed that the phone was only logged onto there (Carphone Warehouse) system 3 weeks ago, so it was within the 28 days!
Although I did get my phone back eventually, I hate the idea of having a €400 repaired phone!
Mine also have the yellow tint but it does not matter... When I turn brightness up it goes away... And I see this as an led issue... Not a defect
Sent from my LT26i using xda app-developers app
The tint actually gets worse with time, dropped mine into fonemenders and they look for €15. Bring it to the carrier store and its free.
But still wait upto a month to get it back.
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Related
Hi all,
I know there are many threads about the yellow tint problem on the XS, but, is anyone else finding it very hard to get a replacement from Sony because of this issue?
I've been waiting for well over a month now because they keep saying they have no displays or replacement units!
I bought an official Italian product from one of the biggest retail chains in Italy.
This is just not acceptible from Sony imho, I'm seriously thinking of selling my XS and getting something else..
Please share any bad experiences..
P.s. The yellow tint is now starting to turn brown!
Well, what will you get instead? A One X? Which has dead pixel issues, flickering screen issues, screen gap issues, etc?
I think Sony is being really careful with the replacement screens - this involves extra QA that slows it down.
I would not want to be the person in charge of the first screen QA...
Honestly I don't know what I'd get to replace it, but last time I had on official product from my country and needed warranty from Samsung they replaced it same day because they didn't have spare parts (Faulty SGS2).
I'm just annoyed about the aftersales, I have no problem with the XS (a part from the screen, obviuosly).
I paid premium for my XS and I expect to get treated accordingly!
I worked for years in the aftersales department of a large company and if we didn't have parts we'd replace the entire unit, the most important thing was keeping the customers happy. All Sony has said is "next week" followed by "next week" the week after and so on.
adam1000rr said:
Honestly I don't know what I'd get to replace it, but last time I had on official product from my country and needed warranty from Samsung they replaced it same day because they didn't have spare parts (Faulty SGS2).
I'm just annoyed about the aftersales, I have no problem with the XS (a part from the screen, obviuosly).
I paid premium for my XS and I expect to get treated accordingly!
I worked for years in the aftersales department of a large company and if we didn't have parts we'd replace the entire unit, the most important thing was keeping the customers happy. All Sony has said is "next week" followed by "next week" the week after and so on.
Click to expand...
Click to collapse
maybe ring them back and tell them you want your phone back repaired or a new one within a time limit ( say a week for example) or you are going to trading standards, citizens advice etc, I'm not sure what these are called in Italy but I assume you have similar
adam1000rr said:
Honestly I don't know what I'd get to replace it, but last time I had on official product from my country and needed warranty from Samsung they replaced it same day because they didn't have spare parts (Faulty SGS2).
I'm just annoyed about the aftersales, I have no problem with the XS (a part from the screen, obviuosly).
I paid premium for my XS and I expect to get treated accordingly!
I worked for years in the aftersales department of a large company and if we didn't have parts we'd replace the entire unit, the most important thing was keeping the customers happy. All Sony has said is "next week" followed by "next week" the week after and so on.
Click to expand...
Click to collapse
I have been told pretty much the same. I was told only yesterday that the remaining component they are waiting for will arrive tommorrow, and now I have just found out that it wont arrive till Monday. Phone has been at service centre since 26th April.
I first contacted Sony on the 11th of April, I'm still waiting..
It's weird that you have to do everything via Sony when you bought it a a retail store.
AFAIK the retailstore has to "fix" your problem.
I could get a replacement pretty easily, they even came to my house and replaced the phone at my front door.
That's true within the 1st 15 days from purchase (in Italy), my yellow tint appeared a couple of days later..
Today I got responce from Sony Mobile of Greece, they told me that they are waiting for the replacement screen from start of July!!!!! WTF??? maybe they are trying to short out the problem and manufacturing new parts with different construction methods...(!)
I just got mad today... two more months??? And the bad thing is that now that the weather is hot and my phone reaches 47°C the tint is worse than ever!!!! Screw me Sony!!
reptile64 said:
Today I got responce from Sony Mobile of Greece, they told me that they are waiting for the replacement screen from start of July!!!!! WTF??? maybe they are trying to short out the problem and manufacturing new parts with different construction methods...(!)
I just got mad today... two more months??? And the bad thing is that now that the weather is hot and my phone reaches 47°C the tint is worse than ever!!!! Screw me Sony!!
Click to expand...
Click to collapse
If we should screw every manufacture that has problems with bad phones, you would be without a phone...
no manufacture is faultless
I got a call from the Sony service center on Friday and thought "finally"!
Only to find out seconds later that they have received only the black displays...
I told the guy that my problem was with the display so he informed me the display is actually attached to the outer shell so I have to wait for white parts to arrive..
Seems like a bad solution to me from the start.
What happens if i damage the plastic by dropping my phone? Do I have to get a new display too to replace it? WTF?
T-Mobile in the UK replaced mine for a new one with no hassle, very good service.
This is what I usually do when the situation requires a very long wait. Go back to the service center during peak hour, make sure that many people is around, pretend to be very frustrated and raise your voice almost to the point of shouting. Demand to see a more senior staff like the manager and keep your voice up and refuse to leave until you get a satisfactory response. Make sure that everyone is listening.....demand for a refund!!! ( so you can buy another xperia s). They can do it but only to a very unhappy customer. Also mention your friend is in the press. That will force them to exchange your phone one for one! It usually works for me. ( you might need to write your script and memorize it). Good luck!
I got a replacement in 7 days... My replacement got approved in 3 days... Took4 days for processing and despatch
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milton.bain said:
I got a replacement in 7 days... My replacement got approved in 3 days... Took4 days for processing and despatch
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Click to expand...
Click to collapse
replacement of what?? is only the screen or phone replacement?
lost.dark said:
replacement of what?? is only the screen or phone replacement?
Click to expand...
Click to collapse
The phone itself. So the guys told me preserve the job sheet as our has new imei no.
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i sent my xperia s white to the german sony service partner. it took about one month (4 1/2 weeks) until i got my device back. My story in short words:
- sent to service because of the yellow tint issue. Also wanted a refurbishment of the cover. Both, Sony and the Service Company told me that this is no problem and won't take longer than usual (3 business days).
- after first week I got a call. Refurbishment not possible. I would have to pay als the display exchange or I have to send it to them for one more time to do this. The Sony processes won't allow such a combination. The costs would be around 180€. I decided to not do a refurbishment. Just the display exchange.
- after second week they found out, that have no more exchange parts. I don't know why it took one or two weeks to order new spare parts.
- after third week they told me that they are not able to repair it, because they dont get any spare parts.
- i just had the device for a few days and then it was 70€ cheaper already. I got very angry because they wanted to send it back without any repair done. No display exchange, no refurbishment.
- It took me a lot of mails and a lot of calls until they changed their mind and in the fourth week they exchanged my display and cover (its now black) and after one month (4 1/2 weeks) i got finally my device back. Before I had it only 2 weeks and the device was 70€ cheaper after that time.
It seems that I am not the only one in Germany. Other people did get their devices back without any repair after they have already waited for a minimum of 2 weeks
Thanks for sharing this!
I pretty much had the same problem in Germany.
the service center received my phone on april 27, TODAY (may 23) I read that the phone has been repaired and been handed over to shipping.
Almost 4 weeks is not acceptable, I think, but I dont think we can do anything about it.
I shouldnt have sent it in for repair, I should have demanded a new phone...
Lesson learned
I used to manage a service center for another large company, and if we didn't have spare parts we'd exchange the product completely, seems like common sense to me..
Getting people to wait over a month is not gonna make them happy, especially if they paid 500€ for a brand new phone!
Inviato dal mio LG-P970 con Tapatalk 2
adam1000rr said:
All Sony has said is "next week" followed by "next week" the week after and so on.
Click to expand...
Click to collapse
I sent my unit in for repairs. After two weeks, the didn't repair it but gave me a new unit. no more yellow tint.
However, I have heard many stories like yours from many brands in Italy.
If less than 10 days have passed, ask for "diritto di recesso".
(Next time get the car and come buy a new phone in Lugano, most of the times it's cheaper).
Been using my I9300 for a few days now and noticed the signal is crap.
I never had an issue on O2 and it's not the phone as my dad's signal is the same with Vodafone on the I9000.
I spoke to the Carphone Warehouse and they said I can't return the handset within the 14 days as I have used it and made calls... but I thought the UK statutory rights says you can return goods within 28 days if you feel it's not fit for purpose? So as I am constantly out if signal the phones primary function of being a phone makes it not fit for purpose in my opinion.
They said to take it to a store where they can do a signal comparison and move me back to O2 if Vodafone agree, but I can't imagine Vodafone would happily sit back and let a customer go to a competitor during contract?
I'm pretty sure TCW can't block my statutory consumer rights even by contract, so should be able to return the phone so I can go to O2 and get the I9300 through them instead?
Thoughts?
Sent from my GT-I9300 using XDA
Strange that I am on Vodafone and my gf is on o2. I find voda to have considerable more signal than o2 on 75% of the time.
riso123 said:
Been using my I9300 for a few days now and noticed the signal is crap.
I never had an issue on O2 and it's not the phone as my dad's signal is the same with Vodafone on the I9000.
I spoke to the Carphone Warehouse and they said I can't return the handset within the 14 days as I have used it and made calls... but I thought the UK statutory rights says you can return goods within 28 days if you feel it's not fit for purpose? So as I am constantly out if signal the phones primary function of being a phone makes it not fit for purpose in my opinion.
They said to take it to a store where they can do a signal comparison and move me back to O2 if Vodafone agree, but I can't imagine Vodafone would happily sit back and let a customer go to a competitor during contract?
I'm pretty sure TCW can't block my statutory consumer rights even by contract, so should be able to return the phone so I can go to O2 and get the I9300 through them instead?
Thoughts?
Sent from my GT-I9300 using XDA
Click to expand...
Click to collapse
You are absolutely right mate, I got my Xperia play which was a decent phone a year ago and it was on Vodafone. Signal was so terrible that i couldn't bare with it no more. So i went back to phones4u quite angry as I was and I told them because I’m unable to access the internet through the network on my phone, which indeed is one of the primarily function of smartphones today, this contract to me is now void and I’m happy to take it to a legal level if you are not willing to cancel the contract which follows "1gb internet access" meaning I could use it. The guy started saying **** about how the 14day return policy has been removed and as the manager came to see I told him and he told me he is happy to cancel the contract as a signal issue is seen as a faulty and a faulty product has to be replaced or exchanged. As for you I believe you should be able to exchange it too. Here is a link you may find useful.
http://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view%28%29=c{bebb2480-b4ff-11df-4d0c-f20203001e3d}
Goodluck mate. If you couldn't get anything out of the guys in the store try calling up the customer service. Dunno why but they are like the more superior people with a larger span of control. So they are more likely to bend the rules a little to keep the customers satisfied where as the boys over a carphone warehouse are only sales man and they only know how to sell and not how do anything else
arian009 said:
You are absolutely right mate, I got my Xperia play which was a decent phone a year ago and it was on Vodafone. Signal was so terrible that i couldn't bare with it no more. So i went back to phones4u quite angry as I was and I told them because I’m unable to access the internet through the network on my phone, which indeed is one of the primarily function of smartphones today, this contract to me is now void and I’m happy to take it to a legal level if you are not willing to cancel the contract which follows "1gb internet access" meaning I could use it. The guy started saying **** about how the 14day return policy has been removed and as the manager came to see I told him and he told me he is happy to cancel the contract as a signal issue is seen as a faulty and a faulty product has to be replaced or exchanged. As for you I believe you should be able to exchange it too. Here is a link you may find useful.
http://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view%28%29=c{bebb2480-b4ff-11df-4d0c-f20203001e3d}
Goodluck mate. If you couldn't get anything out of the guys in the store try calling up the customer service. Dunno why but they are like the more superior people with a larger span of control. So they are more likely to bend the rules a little to keep the customers satisfied where as the boys over a carphone warehouse are only sales man and they only know how to sell and not how do anything else
Click to expand...
Click to collapse
I get NO signal almost everywhere. They have to do something otherwise I just have a clever stand alone device with no internet connection!
Sure I'll get it sorted though, I have quite some skill usually with this kind of thing.
Sent from my GT-I9300 using XDA
[QUOTE=riso123;27011005
I spoke to the Carphone Warehouse and they said I can't return the handset within the 14 days as I have used it and made calls... but I thought the UK statutory rights says you can return goods within 28 days if you feel it's not fit for purpose?
No it has to actually be not fit not you feeling its not . Though usually saying i am returning this phone under SOGA as its not fit for purpose works .
Plus CPW leaflet you got with the bill should state within 14 days . If you find their is poor reception where it matters most . Return the phone to us and we will find you a network that works where you live .Simple .
Two points one check that you get a good signal away from home if not that points to the phone being faulty .If its just bad in one location then its the network you are using .
jje
JJEgan said:
riso123;27011005
I spoke to the Carphone Warehouse and they said I can't return the handset within the 14 days as I have used it and made calls... but I thought the UK statutory rights says you can return goods within 28 days if you feel it's not fit for purpose?
No it has to actually be not fit not you feeling its not . Though usually saying i am returning this phone under SOGA as its not fit for purpose works .
Plus CPW leaflet you got with the bill should state within 14 days . If you find their is poor reception where it matters most . Return the phone to us and we will find you a network that works where you live .Simple .
Two points one check that you get a good signal away from home if not that points to the phone being faulty .If its just bad in one location then its the network you are using .
jje[/QUOTE said:
It's Vodafone as stated in my OP.
Sent from my GT-I9300 using XDA
Click to expand...
Click to collapse
Click to expand...
Click to collapse
If you bought the contract from CPW i suggest you check on this signal and return within 14 days for another network .Its sat right in front of my eyes on the paper work CPW gave me yesterday .
CPW are the seller of the contract not Vodafone and that's where i would direct my attentions .
But as i said one phone is faulty or two you just get bad reception from that network .Evidence that the phone fails in other areas with a strong signal is evidence of a phone fault .
Trading Standards at your local council will be worth a call as may a look or question at moneysavingexpert.com ( FORUM mobile phones section )regarding your rights .
jje
I really wanted to like the S3, but after 8 days with it I'm missing my S2.
The s3 seems really laggy in comparison with the S2. Today I was running copilot together with whatsapp in the background. I went to make a call and the phone phone just grinded to a halt. Together with the dimmer screen and wifi problems I just want to return this and go back to the s2.
Problem with 3 is if you've made a call you've blown the 14 days cooling off. How will they know if I've made a call on it if I restore and wipe the phone? Apart from checking their network logs for IMEI is there any other way for them to know I've used it? I didn't activate the sim either, just cut my old one down.
Any advice?
The sale of goods act overrides three's policies.
If you haven't seen the device in question prior to purchasing it, you've got 7 days in which to send it back. This only applies if you got it online or over the phone and had it sent to you.
Sent from my GT-I9300 using Tapatalk 2
Ahh.. I'm I between 7&14 days so the law is not on my side.
How would 3 know if the phone has been used? Is there a call timer they can check?
Hi,
I not understand that you say The s3 seems really laggy in comparison with the S2 - I have both phones and the s3 is far more faster and no lags......
But your questions was about how they can see if you use the phone. There is a internal counter in the phone, I doubt they will check the IMEI connections.
I certainly don't regret buying it because it is an amazing phone but I do wish I waited longer before buying it instead of getting on release day. because I can't save my own words, had to wait for solution to no mass storage mode and transferring Apps to external SD and can't use my old MHL cable and obviously have to wait for custom Roms and kernels, so I kinda wish I waited until next week so I could enjoy my phone more out the box.
Michael,
Its a shame that you feel this way.
I think the S3 is a great phone.
Initially I was not too impressed with the looks of the device due to it rather resembling an iphone 3GS, but once I got it and started playing around with it, it slowly won me over.
Moreover, I think The S3 compared with the S2 is pretty good out of the box standard. Eventhough it does come with bloatware and Samsung customised ICS, both very useable.
I have now just rooted and am running custom ROM and its even better =)
I hope you work out a solution to your problem.
btw - If you were to return the phone, do you intend to take a step back and continue to use the S2? or buy an iPhone 5?
No like I said it is an amazing phone but it is as riddled with early problems that were a big deal for me, and it's been nearly 3 weeks and only just getting the phone running the way I like with a combination of basic Apps and command line, and I ordered a MHL cable that's supposed to be S3 compatible so just gatm to see, so it is only now s can really enjoy the phone for what it is.
Sorry, the post was more meant for OP.
Just installed Omega 5.2 on mine.
matttye said:
The sale of goods act overrides three's policies.
If you haven't seen the device in question prior to purchasing it, you've got 7 days in which to send it back. This only applies if you got it online or over the phone and had it sent to you.
Sent from my GT-I9300 using Tapatalk 2
Click to expand...
Click to collapse
Indeed it does but your understanding of the law is wrong. You are entitled to inspect the goods. The Distance Selling Regs (which is what you are actually referring to) do not give you carte blanche to use the phone for a week before returning it.
Three's policy is (broadly) in line with the law.
Stock S3 is faster than stock S2.
Any S3 rom is slower than most custom S2 rom. Just my 2c...Although I still love my S3.
Flash the original firmware and ur call logs will be gone. Don't think they would check Imei with a phone so new.
Sent from my GT-I9300 using xda premium
dave_uk said:
Indeed it does but your understanding of the law is wrong. You are entitled to inspect the goods. The Distance Selling Regs (which is what you are actually referring to) do not give you carte blanche to use the phone for a week before returning it.
Three's policy is (broadly) in line with the law.
Click to expand...
Click to collapse
http://whatconsumer.co.uk/returns-and-refunds/
" Under the distance selling regulations, you are quite within your rights to change your mind at any time within the first seven days, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist."
Sent from my GT-I9300 using Tapatalk 2
What you have to be aware of in the UK a contract phone is not a sale but an inducement to buy the contract .
All you can do is wipe phone remove root and rom count and try to return .
moneysavingexpert forum has a dedicated mobile phone section with guys and gals more clued up on your exact rights in the mobile phone world .
jje
matttye said:
http://whatconsumer.co.uk/returns-and-refunds/
" Under the distance selling regulations, you are quite within your rights to change your mind at any time within the first seven days, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist."
Sent from my GT-I9300 using Tapatalk 2
Click to expand...
Click to collapse
Not if you have used them. The purpose of the legislation is to give you the same opportunity to inspect the goods as you would have in a shop. As I said, it doesn't allow you to use for a week then return, even if some co's let you do that.
dave_uk said:
Not if you have used them. The purpose of the legislation is to give you the same opportunity to inspect the goods as you would have in a shop. As I said, it doesn't allow you to use for a week then return, even if some co's let you do that.
Click to expand...
Click to collapse
From the same page:
"Packaging
Under a distance selling contract, a supplier cannot make refunds subject to the goods being returned unopened in their original packaging. One of the principles of the distance selling regulations is to give you a chance to examine the goods at home, not having had a chance to do so in the shop. It would be impossible for you to do this without opening the packaging and trying the product out. Having said this, you will still be under a duty to take reasonable care of the goods while in your possession, and may be subject to certain instructions such as not to wear shoes outdoors, or remove hygiene seals. But you can never be penalised simply because you did not return the goods in their original packaging."
You obviously can't inspect the goods without opening them and trying them out.
Sent from my GT-I9300 using Tapatalk 2
Not sure if anyone has stipulated this but in the UK u can return ur phone within 14 days as long as the phone is "as purchased" with all the gear intact (obviously really) and u have to settle any outstanding costs u may have incurred (calls texts etc). They have to accept and cancel its consumer law (this happened to me 2 weeks ago as it happens I was told this by both ofcom and citizens advice) there is a certain law u can quote but I can't find it (although when I said consumer law they sort of caved)
Sent from my GT-I9300 using XDA
matttye said:
From the same page:
"Packaging
Under a distance selling contract, a supplier cannot make refunds subject to the goods being returned unopened in their original packaging. One of the principles of the distance selling regulations is to give you a chance to examine the goods at home, not having had a chance to do so in the shop. It would be impossible for you to do this without opening the packaging and trying the product out. Having said this, you will still be under a duty to take reasonable care of the goods while in your possession, and may be subject to certain instructions such as not to wear shoes outdoors, or remove hygiene seals. But you can never be penalised simply because you did not return the goods in their original packaging."
You obviously can't inspect the goods without opening them and trying them out.
Sent from my GT-I9300 using Tapatalk 2
Click to expand...
Click to collapse
Opening yes, "trying out" perhaps. Putting your SIM in and using for a week, no. You couldn't do that in a shop could you? Anyway, the networks rely on the fact that you are also purchasing a contract for services, and they are legally entitled to say that once you use the SIM, you are accepting the contract and waiving distance selling protections. So even if you could return the phone, you'd be stuck with the contract. The law on the subject is a lot more complex than people think.
laneyofdeath said:
Not sure if anyone has stipulated this but in the UK u can return ur phone within 14 days as long as the phone is "as purchased" with all the gear intact (obviously really) and u have to settle any outstanding costs u may have incurred (calls texts etc). They have to accept and cancel its consumer law (this happened to me 2 weeks ago as it happens I was told this by both ofcom and citizens advice) there is a certain law u can quote but I can't find it (although when I said consumer law they sort of caved)
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Click to collapse
This is just utter nonsense.
dave_uk said:
Opening yes, "trying out" perhaps. Putting your SIM in and using for a week, no. You couldn't do that in a shop could you? Anyway, the networks rely on the fact that you are also purchasing a contract for services, and they are legally entitled to say that once you use the SIM, you are accepting the contract and waiving distance selling protections. So even if you could return the phone, you'd be stuck with the contract. The law on the subject is a lot more complex than people think.
This is just utter nonsense.
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Click to collapse
Funny that if it was nonsense I'd still have a HOX this was my experience so there u go
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laneyofdeath said:
Funny that if it was nonsense I'd still have a HOX this was my experience so there u go
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Click to collapse
The fact that it was your experience does not make it the law, which it isn't.
-Removed-
Sent from my GT-I9300 using XDA
Hello, There are many reports of Samsung's customer service being terrible. When buying my phone I was thinking that I would never have to use Samsung's customer service as I always baby my devices, but I was wrong. Due to a well known defect in the plastic lip on the device, small cracks form over time. They are only about a millimeter or two each, but if your phone is in otherwise pristine condition it can be a very annoying problem. Here is a small piece of knowledge you should know about me, when talking on the phone I have trouble being stern and fighting for what I want. Especially if the person has an accent (not that there is anything wrong with that, I just can't understand them very well.). Continue reading for the whole story, in every detail I can remember!
This started on September 27, 2012. I had my sister call Samsung and explain the problem. Several users have reported the same issue getting solved by either a quick fix or a simple replacement. I was expecting nothing less than a quick fix. A few minutes after hanging up I received an email from Samsung with my ticket number and a UPS shipping label. I immediately started packing when a user on XDA-Developers told me that he got a replacement without having to be without a phone for 10 days, so I called Samsung 2 more times asking for a replacement. They never transferred me to Advanced service or Executive service so I figured it was a lost cause and send my phone in the next day. Because of the small size of the defects, I printed out 3 HD full page pictures of the cracks and circled them. I put them directly by the phone in the box hoping that the technician would get it and be able to solve the problem easily. The part that needed to be replaced costs $30 on eBay and includes the metallic bezel and the white lip. I can do this repair within an hour if I had the parts. The phone was received by Samsung on October 3, 2012. I received no other communication that there were problems so I assumed it was under warranty and would be fixed. They shipped the phone back to me on October 5, 2012.
On October 9, 2012 the phone was delivered to my house. Upon unpacking the phone I noticed that it was filthy. There was a layer of dust/dirt on the screen. I didn't care as long as the phone was fixed. I glanced at the white lip and saw that there were two dents in it, upon looking around the bezel I saw all three of the cracks and one more (probably form shipping). My mom called back immediately and asked why it wasn't fixed. They responded with confusion and we were transferred to Advanced support. They said it must have been a filing error and that they were sorry, we had to schedule another repair. I'm very mad at this point. How do some users get a replacement phone free on the first try and I have to wait 12 days to get nothing done, then send it in again for even longer? I pack it up with no pictures this time. Just the device in some bubble wrap (6 layers to be exact. Enough to protect it from even the biggest hit.). The phone was shipped out for the second time on October 10, 2012.
On Friday October 12, 2012 Samsung got the phone. No repair was attempted on this day as it was Friday. This was understandable because I wouldn't want to start a repair right before a weekend either. October 15, 2012 comes and with it another email from Samsung. This time it's an update that my repair cost has changed. Just in case you forgot, the original issue was with cracks on the white lip on the side of the device. Now in this email I see "After careful inspection, the repair cost for your product has changed. Please review the following important information and instruction." I read further down and see in large orange letters "$197.01". I freak out. I read what the charge is for, an LCD repair fee for $117.00 and a Standard repair fee for $65.00. Now why on earth would the LCD have to be replaced? I first went on the Samsung Live Chat as this is supposed to be a replacement for their phone service. I get no where and was told to call for more information. So I called. After asking why I need to pay for this repair that doesn't need to be done about 5 times and saying that this is my second time sending it in I was transferred to Advanced customer service, which I think is just another employee who the problem gets passed on to. I hand the phone off to my dad and he takes it away. Asks why they want $200 for something that is their problem. The guy said that the LCD is either cracked or it's an internal problem. Duh. Anyway my dad said that they need to file their own claim with UPS as the phone was damaged in shipping. The phone's LCD was perfect when I sent it in. Some words about not supporting a product were said and we were transferred to Executive customer service.
Let me inform you that Executive customer service leaves at 8:00 PM CST (but the phone support stays open until 9:00 PM CST). It is 7:45 PC CST when we are transferred. The music stopped and it started to ring, then a busy tone came, and finally the line went dead. He called back and was transferred to Advanced after 5 minutes of explaining what the problem was. Advanced said the Executives left for the day, she scheduled a phone meeting on the next day at 5:00 PM CST. My dad left his work number for them to call as he wouldn't have been home yet.
The next day he gets home from work and he told me that he missed the call. So apparently he called back and went back up the line to Executive. Finally after about an hour of persuading they agreed to fix the LCD, which isn't even broken, and the cracks for free. I think okay everything is good again ill have my phone by early next week. The next day I got an email from Samsung saying that the repair was once again on hold. This time for parts. At this point the phone has been gone for 20 days. With the weekend coming up the phone will have to shipped tomorrow in order to get here Monday. I want to know how long the parts take to come in so I called again and asked. Put on hold for a few minutes. Guy comes back and says he doesn't know. They aren't informed about parts and can't give me an ETA. We will see what tomorrow brings and ill update the thread if something else happens.
****Cliff Notes Version****
Samsung ignores my phone and doesn't repair, I send it in again and they try to charge me $200 to fix an LCD that works perfectly. A few calls later they agree to fix everything free. Now its on hold for parts and it is day 20 of not having a phone. In short, Samsung doesn't care about customers and will try to screw them any way possible. The next phone I buy will NOT be a Samsung phone. Congrats customer service, you lost a customer.
-Matt The Angry Samsung Hater.
Sent from my cm_tenderloin using Tapatalk 2
...never mind.
Heard that apple has a new phone out, easy to use.
fprice02 said:
Heard that apple has a new phone out, easy to use.
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Ya I hear it just works....
Sent from my SAMSUNG-SGH-I717 using xda premium
jpoirier587 said:
Ya I hear it just works....
Sent from my SAMSUNG-SGH-I717 using xda premium
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Unlike Samsungs support. Too bad it has an Apple on the back.
Sent from my cm_tenderloin using Tapatalk 2
Yikes! !!
I'm very sorry to hear this report.
Good customer service is the backbone of any company, and clearly Samsung is forgetting that customers are their future.
I'm hoping you get a resolution soon, and that your experience is isolated, and not becoming the new norm for companies seeking our vote via checkbook.....g
I had a somewhat similar situation with the warranty company with my wife's phone.
She was without her phone for half a month, after (many) frustrating calls later, I ended up calling the at&t customer support and I explained the situation to them.
They decided to take half a month off the bill for her phone and pay half off of the insurance deductible.
Edit: i explained the situation to at&t and asked them why the insurance company couldn't send me a replacement phone before i sent them mine. At&t even called the insurance rep and asked. They got no where. I then asked what at&t could do because it wasn't right that i paid for service ask month and haven't used it in 15 days.
Sent from my SAMSUNG-SGH-I717 using xda premium
Wow what a horrible experience. Although, I would have just purchase the $30 part and did it myself. I can't imagine shipping my phone anywhere but that's just me. I hope they get it resolved and fixed ASAP. Keep us updated.
-Once you go NOTE, you'd say 4 inches a Joke
[Lady]: "How do you carry that huge phone in your pocket?"
[Note User]: "I'm used to having huge stuff in my pants"
Still waiting for the part. Hopefully it'll get done tomorrow. If not ill call in and flip out.
Sent from my cm_tenderloin using Tapatalk 2
I had the crack issue, I called att and calmly talked with them about it and they credited my account a month of free service to off set the coat of an insurance claim through asurion. After I filed the claim I had my new carbon grey note the next day. On top of the free exchange I ended up with a 90$ credit after its all said and done.
So try just giving att customer service a call of its not to late.
Sent from my SAMSUNG-SGH-I717 using XDA Premium HD app
Wow, that's awful, completely opposite from my experience with Samsung. Long story short, I bricked my phone & they emailed me a prepaid label so I sent it in and had it back fixed within a week. In your situation I would have just fixed it myself too, but then again I'm a former phone repair tech & I know not everyone is as comfortable taking apart phones as I am. Good luck, keep us posted.
kabuk1 said:
Wow, that's awful, completely opposite from my experience with Samsung. Long story short, I bricked my phone & they emailed me a prepaid label so I sent it in and had it back fixed within a week. In your situation I would have just fixed it myself too, but then again I'm a former phone repair tech & I know not everyone is as comfortable taking apart phones as I am. Good luck, keep us posted.
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I second that. My phone had the stuck power button failure. They sent me a label and in 3 weeks I had my phone back!!
Sent from my SAMSUNG-SGH-I717 using xda app-developers app
Got the phone back yesterday. Has a stuck pixel. I already flashed, have it set up how I like it, I'm just gonna deal with it.
Oh, and they sent me a refurb
Sent from my SGH-I717 using Tapatalk 2
Is there anyone who has purchased Xperia Z Ultra Hong Kong version in Hong Kong directly? :laugh:
I have a screen problem as others have, but a little bit different. I want to post the dropbox link, but XDA do not allow me.
I am contacting the Sony Care Hong Kong for service, and they ask me to provide receipt of purchase in HONG KONG.
I bought mine in Hong Kong but I dumped the receipt when I came back to Canada to empty my pocket. And I don't
remember the store name exactly for re-issuing the receipt. You know how Hong Kong looks like. So many buildings and
stores...wow..
Anyway, even I provided my IMEI number, but they still insist the receipt. I don't understand why for this model is just 2 month
old in the world!
So...I am asking the members here.
Is there anyone who lives in Hong Kong? and can you send the receipt to my email? Please?:laugh:
By the way, I will never buy any sony product in my life any more! I never had any problem with Samsung and Apple!!
bearpc100 said:
By the way, I will never buy any sony product in my life any more! I never had any problem with Samsung and Apple!!
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There are issues with all manufacturers. I've had bad experiences with Samsung in the past, but that doesn't mean all Samsung phones/tablets have issues.
The same goes for every manufacturer out there, and to be honest I think Samsung has got more problems to solve then Sony on global scale
Sent from my C6603 using xda app-developers app
Had same problem with mine except I got a parallel import from unauthorized retailer in bangkok. Mad that I had a defective phone having spent so much money, I stopped through hong kong (on one of my flights to bkk for work) determined to get the phone fixed. Talked to the manager at causeway bay's service center. I was there for 3-4 hours complaining and telling them how ****ed their no receipt no warranty policy is, especially in this Z Ultra defect case. The best he could do for me was give me a laughable discount on the hardware/lcd repair cost, I paid slightly less than the original 2450hkd repair cost. They couldn't repair it due to "not having parts" in, and just gave me a new phone, which came with a 6 month warranty.
Sorry but sending you an actual real receipt isn't going to work. A valid hkg sony recognized receipt from an "authorized retailer" will have the IMEI number printed on it. I have a second ZU which I bought on taobao which has this receipt and IMEI number printed on it which gives me a 1 year warranty as long as this receipt doesn't get lost.
But I got ****ed by sony on the other unit for buying from a stall at MBK in Bangkok.
Expensive lesson for me. Sorry, I feel your anger and pain, but look at me if you want to know what your options are. Well, you don't have to fly to Hong Kong like I did, but you can wait til the phone gets released in your area, then hit up Sony for the repair bill.
dobygot said:
Had same problem with mine except I got a parallel import from unauthorized retailer in bangkok. Mad that I had a defective phone having spent so much money, I stopped through hong kong (on one of my flights to bkk for work) determined to get the phone fixed. Talked to the manager at causeway bay's service center. I was there for 3-4 hours complaining and telling them how ****ed their no receipt no warranty policy is, especially in this Z Ultra defect case. The best he could do for me was give me a laughable discount on the hardware/lcd repair cost, I paid slightly less than the original 2450hkd repair cost. They couldn't repair it due to "not having parts" in, and just gave me a new phone, which came with a 6 month warranty.
Sorry but sending you an actual real receipt isn't going to work. A valid hkg sony recognized receipt from an "authorized retailer" will have the IMEI number printed on it. I have a second ZU which I bought on taobao which has this receipt and IMEI number printed on it which gives me a 1 year warranty as long as this receipt doesn't get lost.
But I got ****ed by sony on the other unit for buying from a stall at MBK in Bangkok.
Expensive lesson for me. Sorry, I feel your anger and pain, but look at me if you want to know what your options are. Well, you don't have to fly to Hong Kong like I did, but you can wait til the phone gets released in your area, then hit up Sony for the repair bill.
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I think you're right. I may have to wait till the phone gets releases in Canada or U.S. Stupid policy Sony has. They are not the"SONY" in '90s any more. They do not have a common sense. They will lose their reputation gradually if they keep their attitude toward customers like this. I will never buy any Sony product in my life any more. No receipt no warranty for the product released less than 2 month? Nonsense!
bearpc100 said:
I think you're right. I may have to wait till the phone gets releases in Canada or U.S. Stupid policy Sony has. They are not the"SONY" in '90s any more. They do not have a common sense. They will lose their reputation gradually if they keep their attitude toward customers like this. I will never buy any Sony product in my life any more. No receipt no warranty for the product released less than 2 month? Nonsense!
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This is why I'm glad I live in the UK. The whole "no receipt, no warranty" thing is illegal there. Unfortunately, I'm in India at the moment and am facing similar difficulties in getting a repair/ replacement. Not for lack of a receipt, but because they don't seem to acknowledge a defective "shatter-proof film" as an issue. The oleophobic coating is coming off, which leaves a big greasy splodge right in the middle of the screen - noticeable even when the screen is on. This kinda detracts from one of the major selling-points of the device (the display)... I'm currently being blamed for "scratching" the screen. However. if you wipe away all of the grease, there's a mirror finish and no sign of any marks or scratches on the screen.
I guess refusal to service/ replace devices is how Sony keeps its profits.
ShALLaX said:
This is why I'm glad I live in the UK. The whole "no receipt, no warranty" thing is illegal there. Unfortunately, I'm in India at the moment and am facing similar difficulties in getting a repair/ replacement. Not for lack of a receipt, but because they don't seem to acknowledge a defective "shatter-proof film" as an issue. The oleophobic coating is coming off, which leaves a big greasy splodge right in the middle of the screen - noticeable even when the screen is on. This kinda detracts from one of the major selling-points of the device (the display)... I'm currently being blamed for "scratching" the screen. However. if you wipe away all of the grease, there's a mirror finish and no sign of any marks or scratches on the screen.
I guess refusal to service/ replace devices is how Sony keeps its profits.
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Mine has vertical lines and duplicated afterimages on screen from the Sony logo when you turn it on. Definitely this is manufacturing defect. I guess LCD (or LED) controller is malfunctioning and being damaged by power goes in and being heated up. I don't know who designed and made the controller, but one thing is for sure. The manufacturing process was managed so poorly. There even didn't seem to be a QA. What an idiot management Sony has...
By the way, is there anybody who knows e-mail address of Sony CEO? I want to send a mail to him.
no.one.at.sony.cares.
welcome.to.globalization 1-0-1.