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Hello, forumers.
I want to ask whether there is an additional warranty for the phone provided by Samsung on top of the one provided by the actual seller. I want to know whether I can rely on that one in the case that the original seller's waranty is made void or I am not able to rely on it.
This is because I am buying the phone new but from ebay.
If you are worried about the warranty, then I would recommend buying it from the high street, or a network, certainly not via Ebay.
Is the ebay seller a business, or individual? There are different rules for each. But I wouldn't trust ebay/paypal in either case, too much potential for trouble.
24 months warranty: http://www.samsung.com/uk/support/warranty/warrantyInformation.do?page=POLICY.WARRANTY
I haven't had experience of Samsung, but HTC and SE are both fine at honouring warranties when I've bought stuff from E-bay, so I guess samsung will be too.
Hopefully you're correct. But if they implement the same procedures as they do for their 'out of service area' HDDs, then they won't touch it with a barge pole. You need to know the source of the phone and how reliable/respectable the ebay seller is.
Maybe I should try contacting Samsung then. The guy says the phone hasn't been opened (he bought 2 units) and purchased from expansys anyway so I guess the warranty is directly with Samsung. Plus I wonder what Expansys would ask for in the event I have to return the phone.
SOG act UK responsibility lies with the seller .
However Samsung do honour genuine warranty cases that is you as purchaser with a receipt etc .
jje
Spoke to Samsung on the phone. They said I have to have an initial proof of purchase i.e. the invoice of the actual buyer. Doesn't sound too bad.
Hi,
I live in Denmark, and i am trying to get a hold of a 32gb Nexus 10. I am considering ordering it from the US staples.com and having a friend bring it from the US. My only concern is the warranty, ie. where would i have to send it if there is something wrong with it? its not a problem sending it to a place in the EU, but it would be problematic (ie expensive as hell) to get it back to the US.
I have tried ordering it in the UK, but the play store does not like my danish credit card, and besides the 32gb one is sold out currently.
Sv: International warranty if bought from staples?
Handtec.Co.uk sell it and they Ship to Denmark
Sendt fra min EndeavorU med Tapatalk2
torpedohanen said:
Handtec.Co.uk sell it and they Ship to Denmark
Sendt fra min EndeavorU med Tapatalk2
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From Malmö you might get bit cheeper (4995,- sek) than UK but naturally doesn't beat US with 'hand bag' shipping :victory:
Malmö distributor handled warranty issue but took 1,5 months, Swedish law covers the warranty returning fees also but UK doesn't.
Mine were 2 out of 2 faulty ones so your friend better check units in the store.
torpedohanen said:
Handtec.Co.uk sell it and they Ship to Denmark
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Hmm, €542 (Handtec.Co.uk) is pretty expensive compared to the ~€449 in the UK play store (+shipping, but still). The US price is €370 + taxes.
d2mac said:
From Malmö you might get bit cheeper (4995,- sek) than UK but naturally doesn't beat US with 'hand bag' shipping :victory:
Malmö distributor handled warranty issue but took 1,5 months, Swedish law covers the warranty returning fees also but UK doesn't.
Mine were 2 out of 2 faulty ones so your friend better check units in the store.
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What kind of faults did you have?
AFAIK, you should buy it in the EU, then you're protected by all the glorious rights we enjoy here.
Kryten2k35 said:
AFAIK, you should buy it in the EU, then you're protected by all the glorious rights we enjoy here.
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There are certainly advantages to buying it in the EU, but now a days international warranty is quite common, hence my question. I don't have many options for buying it in the EU without paying alot more than the UK Google Play price due to the issue with using an international credit card.
I also have to keep in mind that i could easily get an iPad (which has international warranty as far as i have been able to tell) brought back from the US instead for $599 ~ €444. I am not about to pay more for the Nexus 10 than for an iPad
ziphnor said:
What kind of faults did you have?
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The other one kept low buzzing noise which effected to the microphone very badly. The other one had light bleeding, not very bad though - hopefully the new one isn't worse The new ones are still in the mail, old ones I returned 2nd Jan :crying:
Malmö units came with the US power adapters & conversion plugs
d2mac said:
The other one kept low buzzing noise which effected to the microphone very badly. The other one had light bleeding, not very bad though - hopefully the new one isn't worse The new ones are still in the mail, old ones I returned 2nd Jan :crying:
Malmö units came with the US power adapters & conversion plugs
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I am not sure backlight bleed would bother me much, i am mostly interested in a tablet as way of browsing and reading technical literature (books/papers) and comics I guess backlight bleeding is mostly a concern when watching movies which i would only do when on a flight etc.
Even if the backlight bleeding is annoying, i can probably sell it pretty easily here in denmark, I am more concerned about the buzzing you mentioned or it simply being broken. Perhaps i can get my friend to power it up before bringing it.
I am however still unclear on the international warranty. I am not even sure who has the warranty here? Is it Samsung, Google or only staples?
Im from Denmark too and have got a friend to pick one up in walmart for me. I'll get it within the next few days.
I've been looking at the warranty terms posted on the google play store:
Google Play store said:
Defects
During the warranty period described in the Device Specific Addendum, if the Device is or becomes defective through no fault of your own, please contact Google Play Support. Subject to the Device warranty, Google, in its sole discretion, may offer a replacement Device or may refer you to the applicable manufacturer of the Device for warranty support. If Google chooses to provide you with a replacement Device, you agree that Google may exchange the defective Device with either a new or refurbished Device. If you do not return the defective Device within 21 days from the date the replacement Device is delivered to you, you authorize Google to charge your Google Wallet account for the replacement Device, not to exceed the amount paid for the original Device. Nothing in this section affects your legal rights.
Nexus 10 Addendum
The following paragraphs only apply if you purchase a Nexus 10.
The Nexus 10 has built-in Wi-Fi. You are solely responsible for obtaining internet connectivity through an internet service provider as the Nexus 10 does not support mobile connectivity.
In order to use the Nexus 10, you understand that you will need your own 802.11a/b/g/n access point Wi-Fi router.
Battery life depends on device settings, usage, and many other factors. Battery tests are conducted using specific Nexus 10 units; actual results may vary. Actual formatted capacity of your device will be less than the memory listed.
The Nexus 10 is manufactured by Samsung Electronics Co., Ltd., whose principal place of business is at (Maetan dong) 129, Samsung-ro, Yeongtong-gu, Suwon-si, Gyeonggi-do 443-742, Korea ("Samsung").
Samsung provides a limited warranty for the Nexus 10. Please refer to the warranty card in the Nexus 10 package or Samsung for details on the Samsung limited warranty. This additional warranty does not affect your legal rights.
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As I understand it if you get a defective unit google will replace it and samsung also provide a warranty for it if it should be needed.
So if google don't want to ship a replacement to Denmark then maybe samsung will
mbeltoft said:
As I understand it if you get a defective unit google will replace it and samsung also provide a warranty for it if it should be needed.
So if google don't want to ship a replacement to Denmark then maybe samsung will
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The question is whether the replacement can only occur in the same country as you bought it in. I am also not sure the warranty is the same when its not purchased at the google play store.
Just discovered this thread:
http://forum.xda-developers.com/showthread.php?t=1983591
Sounds like there isn't any international warranty.
A major mess (in my opinion) on the way Nokia handles warranties and repairs/replacements makes all Lumias a no buy for me now.
I bought a Lumia 920 (an amazing black device) in Riyadh, Saudi Arabia while working there. The 920 model wasn’t available in Athens yet and getting it through my MO wouldn’t offer something special in price. After exactly 5 days of the best experience I had with a smartphone, things turned bad. But I wasn’t there. I was already in Peru and starting my 3 weeks in Latin America. A typical life for a modern nomad. Mobility is what keeps us connected to work and family… Right? Nokia has another idea of mobility.
The details of the problem can be the content of another post, a problem that has hit (as far as I understand from the fora) A LOT of users of 920. But this problem made the device unusable: overheating and an empty battery in a couple of hours, a camera that is actually destroyed. I contacted Nokia support online to check how I can visit a Nokia service center in Greece, the country that is my base for most of the time and the only place I can drop a device and pick up a repaired or replaced one after a couple of weeks. The “online” response was that my lumia was not covered by warranty in Greece because it was bought outside EU! Wow! I thought duty free shops at airports all over the world try to sell you something that can only be fixed in their country. You have to go back there. And not just at the airport (airport shops will not accept a device to fix) but outside in the city to find a Nokia service center…
I’m not talking about a TV or something for home use. I’m talking about MOBILE DEVICES. Smartphones that we buy somewhere to use somewhere else in the world. Some of us even spend most of the time outside the country which may be our home country and the country that we bought the device. I didn’t contact Greece because I’m Greek. I contacted Greece because this is the place I can drop the device for a fix. If I was planning to stay for a month in Malaysia, I would be contacting their service center because I would expect my smartphone to be fixed there. I need my smartphone. It’s part of my life. Isn’t it true?
I know another friend (he’s or was an MVP too) who had the same problem but buying a device in Europe and travelling to North America. If Nokia insists on this warranty policy, a “non-mobility warranty” that will make their power users, the ones who travel a lot and truly rely on these devices, switch to other manufacturers not because of Windows Phone 8 which is amazing, not because of the smartphone itself which has technology that really surpasses everything else, but just because of a silly decision of someone in customer services…
Nokia, I’m waiting. Till then, Lumias are perfect but their warranty works only where you bought it. Let’s say the Guadalahara airport while on honeymoon…
PS1: I don’t know how HTC or Samsung handle such a situation. I hope they treat their customers in a better way.
PS2: The criticism above is about a smartphone that costs more than a base salary in my country. I wouldn’t expect Nokia or anybody else to provide the same support for eg. Nokia 100 which sells for €27. I would just throw it to the bin…PS3: I accept that a Lumia sold outside EU is covered by 12 months while in EU by 24 months. I believe this is also reflected in the price difference.
HTC and Samsung are the same way. Pretty much any mobile device is required to be serviced in it's country of origin. One reason is ROHS compliance or also known as lead free compliance. While one country might allow items made with lead, other will not. Same goes for the manufacturing. If the device is made in a lead free country then it is fine for both countries. But if it is made in a country that does not enforce lead free than there is a chance that the service companies equipment can can contaminated by the lead in the device.
Other issues in provider exclusivity and other such things. The bottom line is that most mobile devices must be serviced in the country of origin.
Now you could of course just take it to a branch of your provider you bought it from in another country and just exchange it if such an option exist. If not then you will just have to get it serviced in the country you bought it from. That's just they way things are now.
Most of us don't bother with the service. We just take it to our providers and have it exchanged. Let them worry about how to get it serviced.
Unfortunately, that is quite common practice. Mobile phone is no exception. Here in US, most phones are sold by carrier and serviced by carrier for warranty as well. But there are a few internet shops sell mobile phones imported from Europe. If you buy these phones and need warranty service, you will have to send the phone back to the shop and they in turn send back to Europe for warranty service.
Some companies let you pay extra to have a international warranty (but still have limitations). Some like Pioneer, won't even give you any warranty if you didn't purchase their product from authorized dealers even if you bought in the US.
Warranty is cost and any large corporation will try their best to minimize that cost. Why Nokia should be different?
Solarenemy68 said:
HTC and Samsung are the same way. Pretty much any mobile device is required to be serviced in it's country of origin. One reason is ROHS compliance or also known as lead free compliance. While one country might allow items made with lead, other will not. Same goes for the manufacturing. If the device is made in a lead free country then it is fine for both countries. But if it is made in a country that does not enforce lead free than there is a chance that the service companies equipment can can contaminated by the lead in the device.
Other issues in provider exclusivity and other such things. The bottom line is that most mobile devices must be serviced in the country of origin.
Now you could of course just take it to a branch of your provider you bought it from in another country and just exchange it if such an option exist. If not then you will just have to get it serviced in the country you bought it from. That's just they way things are now.
Most of us don't bother with the service. We just take it to our providers and have it exchanged. Let them worry about how to get it serviced.
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Phones should become international warranty based. I had same problem with my HTC while in China. Managed to get to HK to a service centre and got reply that it would cost 300 to fix because it was US phone. I feel your pain. Try to buy phone closest to your home country that is easy to ship to.
foxbat121 said:
Warranty is cost and any large corporation will try their best to minimize that cost. Why Nokia should be different?
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Because Nokia is a European company and laws in Europe are a bit different... Philips was one of the first companies in the world that supported their products with worldwide warranties.
And all my Thinkpads are covered by worldwide warranty (and service). Because they are business tools for a mobile worker that lives somewhere else every week. I expected the same for business smartphones, especially when some of them cost more than a low-end Thinkpad... And travel more... I'm not complaining about TVs and entertainment systems, washing machines or even cars (although I had a BMW serviced in Switzerland under warranty...)
Well as much as you would like it to be that way, that is just not the way the mobile market works. They, the mobile manufacturers also do not care how much you spent on their device and they don't care that you feel that cost justifies service globally. They have their money from you buying the device. That is all they care about. If they have to service it, it will cost them money so they are going to make it as hard as possible and as less desirable for you as possible to service it. That is why you exchange it and let the companies duke it out. If you did not buy it from a provider that is global and offers exchanges then this is pretty much your fault and something that you will just have to deal with. That is just the way the mobile market operates. It sees it's products and it's customers as disposable and a dime a dozen. Loose one and another drops right in as this market will always be here.
Solarenemy68 said:
Well as much as you would like it to be that way, that is just not the way the mobile market works.
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I know exactly how the market operated and how it operates now. I was for 8 years a Microsoft MVP for Mobile Deevices, founded the largest mobility club in my country 12 years ago, worked directly with operators and OEMs to launch new devices and services, have friends in the R&D of all major companies. Working in US and being a customer of Verizon or AT&T is completely different than our case over there. We travel and work A LOT outside one country and the operators are all operating as a different entity in each country. Nokia was ALWAYS the company that you could rely for total support. That''s why they used to be the leader (by far). Things have changed...
There are only a few companies that offer you worldwide warranty and with a lot of those you have to pay extra for it. From what it looks like you won't be able to buy any mobile phones and have worldwide warranty at the moment. So if that is your reason to not go with another Lumia it comes by extension down to not being able to buy any smartphone (as the situation is the same).
I understand that this sucks but it doesn't help to single out Nokia here given that they are pretty much doing the same as everyone else in the industry. Also the title is somewhat misleading given that you DO have warranty for your Lumia phone just that in your situation it's rather difficult to get it to the service center.
StevieBallz said:
Also the title is somewhat misleading given that you DO have warranty for your Lumia phone just that in your situation it's rather difficult to get it to the service center.
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I agree with the rest of what you are saying but regarding the warranty issue (which is what I'm complaining about - the device is amazing) my case is not a special case. What I say is that all sales on airports and places where travellers are attracted to buy phones should state CLEARLY that the warranty is only valid in the specific country and service has to be done in a city of that country. A duty free shop doesn't get back a phone so even if you are transit through the same airport again, it's not enough. If this is everybody's policy, then I raise a flag saying that this has to change. We managed to change the charging connector for all companies, we can do this too...
atsouch said:
I agree with the rest of what you are saying but regarding the warranty issue (which is what I'm complaining about - the device is amazing) my case is not a special case. What I say is that all sales on airports and places where travellers are attracted to buy phones should state CLEARLY that the warranty is only valid in the specific country and service has to be done in a city of that country. A duty free shop doesn't get back a phone so even if you are transit through the same airport again, it's not enough. If this is everybody's policy, then I raise a flag saying that this has to change. We managed to change the charging connector for all companies, we can do this too...
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Same thing with apple. All products have international warranty EXCEPT mobile phones. I do hope they will be the first one to implement this international warranty with mobile phones.
They are doing this to discourage grey market, so what, importer bought it from e.g. NOKIA also, so it's the same sh**.
The Lumia 920, which I bought at Microsoft store back in February of this year, stopped charging via wireless. I took it to the Microsoft store to see what can be done (expecting Apple like treatment) and the store manager gave me 2 options:
1. To have the phone sent to Nokia for repairs - the warranty center will check the phone and let me know if the repair is within warranty.
2. Exchange the phone for a new one, but only if I buy a 2 years extended warranty for $99. He said he will wave the $50 replacement fee this time only.
I did go with option #2 and walked away with the new phone. The problem is that the new phone has a headphones jack issue - the sound only plays from the right headphone. I suspect if i take the phone back it will be exchanged for a new one outside of extended warranty.
So my question is: Did I make a mistake for buying the extended warranty? I have a feeling that this phone will be out of date (and possibly not supported by MSFT) before the 2 years extended warranty runs out. $99 is the 1/5 of the price of the new phone...
Thoughts?
You bought an extended warranty. That now covers the phone with the headphone issue. Your old phone no longer exist and everything is about the new one. That being said you should be able to get the new one fixed at no charge. I also think the MS store ripped you off. They should not be able to legally require you to buy an extended contract to get a phone replaced. Honestly I would fight this since we are dealing with a 600 USD phone here that should be replaced for free as long as it is with in warranty. Also does the extended warranty cover things like drops or water damage? If not then you wasted your money on the warranty. The AT&T extended warranty which cost an extra 9 bucks a month covers ANYTHING that can or could happen to phone rather accidental or on purpose for the length of the contract. I could drop it then back my car over it and they would replace it no questions asked.
Solarenemy68 said:
You bought an extended warranty. That now covers the phone with the headphone issue. Your old phone no longer exist and everything is about the new one. That being said you should be able to get the new one fixed at no charge. I also think the MS store ripped you off. They should not be able to legally require you to buy an extended contract to get a phone replaced. Honestly I would fight this since we are dealing with a 600 USD phone here that should be replaced for free as long as it is with in warranty. Also does the extended warranty cover things like drops or water damage? If not then you wasted your money on the warranty. The AT&T extended warranty which cost an extra 9 bucks a month covers ANYTHING that can or could happen to phone rather accidental or on purpose for the length of the contract. I could drop it then back my car over it and they would replace it no questions asked.
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That was the first option he was offered from the store. They do not have to replace the device on the spot, they are allowed to send it in for repair. At least, that's how our law in germany is, not sure about other countries.
Localhorst86 said:
That was the first option he was offered from the store. They do not have to replace the device on the spot, they are allowed to send it in for repair. At least, that's how our law in germany is, not sure about other countries.
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Unless Germany is just strange, there really is no law that dictates this. It is just what most have accepted as the norm and so the businesses use such policies becuase they can and no one knows better. As the paying customer you have a right to decide ho it is handled if it is under warranty. Typically you just ask then to give you a new phone on the spot and then they do whatever with the bad one. The usually will send it in for repair then sell it as a refurbished unit. Sometimes rather than a new phone they will offer you a refurb which many times is better becuase it has all the known issue of a new unit fixed.
Of course this all does not really matter now as what done is done but in the future, as a paying customer it helps to know your rights and not to let the business take you for a ride.
Solarenemy68 said:
Unless Germany is just strange, there really is no law that dictates this. It is just what most have accepted as the norm and so the businesses use such policies becuase they can and no one knows better. As the paying customer you have a right to decide ho it is handled if it is under warranty.
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This is definatelly not true for germany. In germany Law dictates that the customer has to allow the seller/manufacturer to fix a broken device or item 3 times in a reasonable ammount of time. Court orders have proven that this means a shop can send the item in for repair and is not forced to either give you a brand new phone or a "rental" unit. He can also offer you to nullify the sales contract and refund you (note: offer, not force). If the seller decides to replace the phone, he still is not forced to replace it on the spot but in a reasonable ammount of time it takes for a replacement unit to arrive. If the seller/manufacturer fails to deliver a fully working product after the third try (note that the law does not explicitly state "third try" or "three times" but again uses the wording "reasonable" - which courts have often ruled to be three or four times) you can demand he refunds you the full price of the item.
EDIT: I can also not believe that other countries, including the US, can by law force the seller to replace the item on the spot. It's simply not reasonable as it would require the seller to keep a sufficient stock of devices in storage he can effectively not sell to customers as they need to be held back for "replacements".
Localhorst86 said:
This is definatelly not true for germany. In germany Law dictates that the customer has to allow the seller/manufacturer to fix a broken device or item 3 times in a reasonable ammount of time. Court orders have proven that this means a shop can send the item in for repair and is not forced to either give you a brand new phone or a "rental" unit. He can also offer you to nullify the sales contract and refund you (note: offer, not force). If the seller decides to replace the phone, he still is not forced to replace it on the spot but in a reasonable ammount of time it takes for a replacement unit to arrive. If the seller/manufacturer fails to deliver a fully working product after the third try (note that the law does not explicitly state "third try" or "three times" but again uses the wording "reasonable" - which courts have often ruled to be three or four times) you can demand he refunds you the full price of the item.
EDIT: I can also not believe that other countries, including the US, can by law force the seller to replace the item on the spot. It's simply not reasonable as it would require the seller to keep a sufficient stock of devices in storage he can effectively not sell to customers as they need to be held back for "replacements".
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I never said it was a law, but buyers right. They do not have to replace it on the spot unless the customer asks to do so. Most don't becuase they do not know they have that right. So no a store does not keep stock becuase they very rarely have to replace a phone on the spot.
Solarenemy68 said:
I never said it was a law, but buyers right.
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If it is not in the law, how can it be buyers right? There has to be a law governing the rights and dutys of all parties involved in a purchase.
First of all I'm am a USA customer and this was my experience. I don't know if it would be different in other countries but I've read a few customer service horror stories from people in other countries. So let's get to it
For anyone interested or considering it I would HIGHLY recommend getting the insurance with ADH (Accidental Damage from Handling) plan through Sony. It is an option when buying the phone through the Sony store and I think even after buying the phone you have either 60 days or a full year from the date of purchase to buy the plan. Anyway here is my experience.
I received my XZU from the Sony store in mid December 2013 I decided to buy the plan with ADH because $80 seemed like a bargain to replace a $680 device. (the ADH plan covers pretty much anything). Well as fate would have it on new years eve I was working during the day and when stopping to take lunch I checked my phone and noticed the screen was cracked and there were only 2 possibilities.
1.) the screen cracked from the pressure of being in my front jeans pocket while working.
OR
2.) while carrying a ladder at work it manged to bang against the phone while it was in my pocket and broke the screen.
So naturally I called Sony and told them possibility #1 lol.
The automated line was easy to navigate through and I was talking to a rep within 5 minutes. They were very thorough and asked several question like what pocket the phone was in. What I had been doing and told them everything I could while still maintaining complete innocence . I was transferred to about 3 reps and had to tell and confirm my story several times but finally the last rep said they would send a brand new phone too my home and all I had to do was put the old phone in the box and ship it back I think I had everything taken care of and was off the phone in about 20 minutes.
They have to receive the broken device within 30 days of shipping you your replacement or you will be billed for a 2nd phone. my replacement arrived in about 4 days and was brand new. The only issue I had was when I received the new device they forgot to send a return label. So I had to call back and get a printable label emailed to me. Which took a long time (5 days) but I shipped my broken phone back and have been using the replacement for about 2 months now with no issues *knock on wood * ((I'm actually writing this thread from my perfectly function 2nd XZU )). I was surprised at how smooth the process went. I was expecting to be put through all kinds of stuff, or expecting to get a refurbished phone but no it was brand new. I don't know how they can afford to hand out high end devices for $80 but I was ecstatic and I never received a bill for a second phone so I couldn't be more pleased with the service from Sony. but I now keep a flip cover on my XZU anytime it isn't on the charger.
One thing to note is that your $80 plan only covers one replacement and you cannot buy the plan twice (I know because I tried) . so if you use the plan and get a replacement phone and then break your replacement device then you have to buy a brand new phone from Sony to buy the ADH protection plan again. So stock up on the $6 leather flip cases on eBay from China lol that's what I've done.
I hope this helps anyone thinking about buying the ADH plan. If I wouldn't have bought it I would be looking at costly repairs or $680 for a new phone after only having it about 2 weeks. So if you're still eligible for the plan go buy it Now and remember if you have to use it, when you call in play dumb and make yourself look as innocent as possible. Had I told them it was probably broke while carrying a ladder I might have been put through some sort of loophole or something.
Anyway hope this helps. And if you have any questions ask away.
Good to hear a positive customer service story, most people just want to ***** about CS and the reps that work there
I'm glad I bought the insurance. Thanks for your experience. Now I feel better about sony customer service after hearing all other stories. But like you did and what I would do to is be calm and nice and do what they say and ask.
Sent from my C6806 using XDA Premium HD app
NuttinSpecial said:
First of all I'm am a USA customer and this was my experience. I don't know if it would be different in other countries but I've read a few customer service horror stories from people in other countries. So let's get to it
For anyone interested or considering it I would HIGHLY recommend getting the insurance with ADH (Accidental Damage from Handling) plan through Sony. It is an option when buying the phone through the Sony store and I think even after buying the phone you have either 60 days or a full year from the date of purchase to buy the plan. Anyway here is my experience.
I received my XZU from the Sony store in mid December 2013 I decided to buy the plan with ADH because $80 seemed like a bargain to replace a $680 device. (the ADH plan covers pretty much anything). Well as fate would have it on new years eve I was working during the day and when stopping to take lunch I checked my phone and noticed the screen was cracked and there were only 2 possibilities.
1.) the screen cracked from the pressure of being in my front jeans pocket while working.
OR
2.) while carrying a ladder at work it manged to bang against the phone while it was in my pocket and broke the screen.
So naturally I called Sony and told them possibility #1 lol.
The automated line was easy to navigate through and I was talking to a rep within 5 minutes. They were very thorough and asked several question like what pocket the phone was in. What I had been doing and told them everything I could while still maintaining complete innocence . I was transferred to about 3 reps and had to tell and confirm my story several times but finally the last rep said they would send a brand new phone too my home and all I had to do was put the old phone in the box and ship it back I think I had everything taken care of and was off the phone in about 20 minutes.
They have to receive the broken device within 30 days of shipping you your replacement or you will be billed for a 2nd phone. my replacement arrived in about 4 days and was brand new. The only issue I had was when I received the new device they forgot to send a return label. So I had to call back and get a printable label emailed to me. Which took a long time (5 days) but I shipped my broken phone back and have been using the replacement for about 2 months now with no issues *knock on wood * ((I'm actually writing this thread from my perfectly function 2nd XZU )). I was surprised at how smooth the process went. I was expecting to be put through all kinds of stuff, or expecting to get a refurbished phone but no it was brand new. I don't know how they can afford to hand out high end devices for $80 but I was ecstatic and I never received a bill for a second phone so I couldn't be more pleased with the service from Sony. but I now keep a flip cover on my XZU anytime it isn't on the charger.
One thing to note is that your $80 plan only covers one replacement and you cannot buy the plan twice (I know because I tried) . so if you use the plan and get a replacement phone and then break your replacement device then you have to buy a brand new phone from Sony to buy the ADH protection plan again. So stock up on the $6 leather flip cases on eBay from China lol that's what I've done.
I hope this helps anyone thinking about buying the ADH plan. If I wouldn't have bought it I would be looking at costly repairs or $680 for a new phone after only having it about 2 weeks. So if you're still eligible for the plan go buy it Now and remember if you have to use it, when you call in play dumb and make yourself look as innocent as possible. Had I told them it was probably broke while carrying a ladder I might have been put through some sort of loophole or something.
Anyway hope this helps. And if you have any questions ask away.
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We also have it here in PH., under a xperia shop handed by a telecommunication (or i think its just a partnership). the insurance is called Worry-Free Warranty it will cover up to 2 years warranty on all parts and labor and an accidental warranty in-case your too clumsy. the salesman explain to be even like the warranty is expiring next month and your still under the warranty they will replace it for a same unit OR! if the unit is unavailable they will replace it for a phone with the same price OR you can choose a higher one and just add some cash. and i was like WOAH! thank God i saw this shop. even i paid alot im worry free, BUT there is a catch. Warranty said if I rooted the device and it is still on warranty the whole warranty will be void. kinda hmm kinda sad but happy it is a mix emotion for me but yay i love my Xperia Z ultra w/ Cp12
blueether said:
Good to hear a positive customer service story, most people just want to ***** about CS and the reps that work there
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cameljockey1 said:
I'm glad I bought the insurance. Thanks for your experience. Now I feel better about sony customer service after hearing all other stories. But like you did and what I would do to is be calm and nice and do what they say and ask.
Sent from my C6806 using XDA Premium HD app
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Happy to help. I couldn't find many reviews of people's experience with ADH so with as well as my experience went I just had to post it to put people at ease. You can't beat the price for what it offers.
Yeah I am kind of a Sony fanboy. I've owned Playstations, psp, TVs, now a Vaio T that I love, and this phone is the best I've ever owned. And I'm so happy with the CS, I have yet to have an issue with Sony. And yeah as long as your polite and stick to your story they will take care of you.
Thiolo said:
We also have it here in PH., under a xperia shop handed by a telecommunication (or i think its just a partnership). the insurance is called Worry-Free Warranty it will cover up to 2 years warranty on all parts and labor and an accidental warranty in-case your too clumsy. the salesman explain to be even like the warranty is expiring next month and your still under the warranty they will replace it for a same unit OR! if the unit is unavailable they will replace it for a phone with the same price OR you can choose a higher one and just add some cash. and i was like WOAH! thank God i saw this shop. even i paid alot im worry free, BUT there is a catch. Warranty said if I rooted the device and it is still on warranty the whole warranty will be void. kinda hmm kinda sad but happy it is a mix emotion for me but yay i love my Xperia Z ultra w/ Cp12
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Yeah I think if you root or alter the phone it voids warranty. Which is why I didn't remove the ASPL on the screen with the oleophobic coating. I just put on a screen protector and it's slick as glass. And the rooting doesn't bother me. I Change the themes, wallpaper, and ringtones and that's good enough for me lol
My story is a bit different
1. I broke my phone
2. called sony same day, after about 5 mins the rep assured me all was set and id receive my phone within a week or so.
3. I called the next day just to be sure since the process went through just a but too smooth. Ofcourse when i called back some rep said, nothing is being shipped to you because you havent spoken to "us" yet. I couldnt get out of him what "us" was and who i spoke to the day before. After some time of back and forth it turned out i also needed to give me CC#, which i did and they assured me the device would be sent soon.
4. Called back 3 days later, they said its being processed.
5. Called back next week, said its still being processed
6. Called back a few days later, still being processed.
7. Back on the 14th day, exactly two weeks later, they assured me the phone would be shipped out next day.
8. !!!! it was, i got it 1 day later!
9. No return label
10. called about return label, they said they would email it
11. called a few days later, they said it would be emailed
12. called a few days later gave them another email as well ....
13. Now its been about 2.5 weeks since i got the replacement phone and they still have not sent or emailed me anything about a shipping label.
All i care is they dont charge me for the replacement. If they do i am going to make a charge back.
All i want to do is send back the old phone and they will not send me a label.
so that has been my experience so far...
What if Z1 Compact was bought on eBay?
If I purchased my phone brand new/sealed on eBay and then buy ADH plan from sony.com, will the support department still honor the warranty in case something goes wrong with the device?
Thanks!
Hi, I just got off the phone with Sony. They got my credit card info, etc and told me that it needs processing and takes about 4-5 business days until I receive a confirmation e-mail from them. Did you have to go through this?
Thanks!!
Mine was replaced via warranty, late last year. Bought off eBay, used via WiFi for a few weeks. Something caused me to call ? Sony, so they e-mailed ? a free shipping label ? , FedEx picked up for free as well. Total turnaround was EXACTLY one week, in which they shipped me my current device , BRAND NEW . A first in my years experience with Sony, was shocked ? and surprised. Now running ? JB since yesterday . Cannot complain, a few things I would have kept that are no longer available . Just have to go through another learning ⤵ curve , no biggie .
Sent from my C6806 using XDA Free mobile app
Sony "Protection Plus" - one time repair??
I purchased a "Sony 2 Yr Protection Plan w/ADH" when I bought my phone, about 14 months ago. Now, it has developed a digitizer problem (large dead spot) that requires repair. Contract details if anyone wants to read them:
We would like to thank you for purchasing a Sony Protection PLUS plan. A contract is now in place, and registration has been completed based on the information shown above for your extended service plan coverage.
Below we have included the contract information and the Terms and Conditions, which will provide you with detailed information about your Extended Service Plan coverage.
Confirmation Number: 000XX000XXXXX00X0000X0X000XXXXXX000X00X
Model Number: SNYUSAssignments
Extended Service Plan SKU: PPSMP2A03
Extended Service Plan Description: 2 Yr Protection Plan w/ADH
Plan start date: 10/07/2014
Plan end date: 10/07/2016
If you have any questions, please feel free to contact us at 1-855-766-9777, Monday – Friday, 5:00 a.m. – 9:00 p.m. PT, Saturday – Sunday, 6:00 a.m. – 5:00 p.m. PT.
Thank you once again for your purchase, and we hope you have a wonderful experience with your product and the Protection PLUS Plan.
Sincerely,
The Sony Protection PLUS Team
Protection PLUS Service Plan + Accidental Damage
[ESC - SONY CONSUMER ELECTRONICS PROTECTION PLAN]
1. The Contract.
These Terms and Conditions govern the hardware service and/or replacement service provided to you for the Sony branded product (“Product”) listed on your proof of purchase (“Proof of Purchase”). Your “Contract” includes these Terms and Conditions and your Proof of Purchase. The provider contractually obligated to you under the terms of this Contract (“Provider”) is Federal Warranty Service Corporation, [P.O. Box 105689, Atlanta, GA 30348-5689], [1-877-881-8578] in all states except in Florida, where the Provider is United Service Protection, Inc., [11222 Quail Roost Drive, Miami, FL 33157], [1-877-881-8578]; and in Oklahoma, where the Provider is Assurant Service Protection, Inc. [P.O. Box 105689, Atlanta, GA 30348-5689], [1-866-266-9459]. Although Sony Electronics, Inc., [16530 Via Esprillo, Bld 1 San Diego, CA 92127] (“Sony”) is not the Provider, and this Contract is between you and the Provider, Sony is the administrator of this Contract and when you need service you should call Sony at [1-855-766-9777]. This Contract is not related to nor an extension of your manufacturer’s warranty, and instead includes only these Terms and Conditions and Proof of Purchase. This Contract is not a contract of insurance. Unless otherwise regulated under state law, the contents of this Contract should be interpreted and understood within the meaning of a "Service Contract" in Public Law #93-637.
2. What is Covered.
The available coverages are listed below. The coverage you purchased will be indicated on your Proof of Purchase.
2.1. Hardware Coverage
This Contract provides coverage for Product hardware failures due to defects in workmanship and/or materials, including power surge while properly connected to a surge protector. You may be asked to provide your surge protector for examination to validate a claim. Your Contract may provide for repairs or, depending on the Product, replacement coverage only. For PC customers, this Contract provides for one replacement of a factory installed rechargeable battery over the life of the Contract. Sony may use non-original manufacturer parts or re-manufactured parts for the repair.
2.2. Accidental Damage
You may also purchase optional coverage for failures due to accidental damage from handling (“ADH”), such as drops or spills that arise from normal handling and use of the Product. ADH coverage only applies to operational or mechanical failure caused by an accident from handling that is the result of an unexpected or unintentional external event that arises from your normal daily usage. If the Product is replaced, all obligations owed under this Contract will have been satisfied.
ADH coverage does not protect you in the cases of (a) theft, loss, misplacement, war, terrorism, fire, abuse, a willful or intentional act, (b) alteration or modification of the Product in any way, (c) damage caused by failure to perform manufacturer’s recommended operating instructions/standards or recommended maintenance, (d) cosmetic damage (e.g., scratches or dents) that does not prevent the proper functionality or use of the Product.
3. If You Need Service
If you need service during the Coverage Term, Sony will either (a) repair the defect, or failure due to ADH, using new or refurbished parts, (b) exchange the Product as a repair solution with an authorized replacement Product that may be new or refurbished, of like quality and functionality (c) replace the Product with an authorized replacement Product that may be new or refurbished, of like kind, quality and functionality not to exceed the purchase price of the Product; or (d) provide you with an amount equal to the purchase price of the Product less any sales tax, shipping, and service claims previously paid. Sony will try to match specific replacement preferences such as equipment color, cosmetics, or features, but this is not guaranteed.
If your Product is un-repairable and Sony replaces your Product, upon receipt of your Product by Sony, the replacement Product will be shipped to you. When you receive the replacement Product, the originally covered Product will become Sony ‘s property. If the Product is un-repairable and Sony replaces the Product all obligations owed under this Contract will have been satisfied.
If your Product is repairable and Sony exchanges your Product as a repair solution, upon receipt of your Product, the exchange Product will be shipped to you. When you receive the exchange Product, the originally covered Product will become Sony’s property. If the Product is repairable but Sony chooses to exchange the Product as a repair solution, this Contract will continue to provide coverage on the exchange Product for the remainder of your Contract coverage.
In the event that you are provided a replacement Product prior to your return of the originally covered Product, a hold on your credit card for an unrecovered equipment fee will be required (“Unrecovered Equipment Fee”). If you do not return your Product within 15 days after receipt of your replacement Product, the Unrecovered Equipment Fee will be processed. Upon timely receipt by Sony of your Product, the hold will be removed. If you do not provide a credit card authorization for the Unrecovered Equipment Fee, you will be shipped a box with a pre-paid postage label to deliver your original Product prior to providing a replacement Product.
If your Product fails three (3) times due to the same part failure, upon the fourth service request for the same part failure, Sony will replace the failed Product with an authorized replacement Product, which may be new or refurbished, of like kind, quality and functionality not to exceed the original retail purchase price of the Product. Replacement of the Product will satisfy all obligations owed under this Contract.
4. How to Get Service.
Call Sony at [1-855-766-9777] Monday to Friday, 5:00 a.m.–9:00 p.m. PST, Saturday and Sunday, 6:00 a.m.–5:00 p.m. PST. All service will be provided by Sony or Sony’s authorized service providers. If you purchased on-site service, but due to special circumstances (such as environmental or technical requirements, if your Product has failed due to ADH, repairs cannot be made on-site, or you are located more than fifty (50) miles from an authorized service provider), this Contract will cover the shipping cost of your Product to an authorized service provider. Sony will inspect the Product and validate that the reported failure is covered under this Contract. If the failure is not covered, you will be responsible for covering the cost of repair at that time or the Product will be returned to you.
5. Coverage Term.
Coverage may begin either on the date of Product purchase or the date of Product shipment (if purchased online) and will end after the expiration of the term listed on your Proof of Purchase (“Coverage Term”). This Contract provides benefits during and in addition to Sony’s manufacturer limited warranty; it does not replace Sony’s manufacturer limited warranty, but provides certain additional benefits during the term of the Sony manufacturer limited warranty. There is no obligation to renew this Contract.
6. Your Responsibilities.
To receive service under the Contract, you agree to:
A. have your Contract number and Proof of Purchase available if requested;
B. provide information about the symptoms and causes of any issues with the Product;
C. respond to requests for information such as Product serial number, model number, any peripheral devices connected or installed on the Product, any error messages displayed, actions taken before the Product experienced the issue and steps taken to resolve the issue;
D. maintain the Product in accordance with the service requirements from Sony under ts manufacturer limited warranty, including care and operating instructions/standards or recommended maintenance provided in the user guide;
E. protect the Product from further damage and operate the Product in accordance with the instructions/standards listed in the user’s guide;
F. back up your data and software before services are performed and remove any and all sensitive data from the Product prior to service. Sony is not responsible for any loss of your data under any circumstances. The contents of your Product may be deleted and the hard drive and/or storage media reformatted in the course of service. All Product settings will be returned to the original Sony default settings. All Product firmware (if applicable) will be updated to the latest official Sony version at the time of service.
G. make your Product accessible to the authorized service provider if your Product is installed within custom cabinetry or in a custom unit;
H. provide a non-threatening and safe environment to the call agent and the authorized service provider and ensure the presence of an adult at the time of scheduled on-site service, and reasonably allow the authorized servicer to perform the appropriate service;
I. provide notice of any defect or deficiency in service within ninety (90) days of discovery;
J. notify Sony if your address changes.
7. Cancellation.
You may cancel this Contract at the location of purchase. If you cancel within the first sixty (60) days of purchase, you will be refunded the full Contract price, less the cost of any repairs made, except as otherwise required by law. If you cancel your Contract after sixty (60) days from the date of purchase, you will receive a pro-rata refund. The effective date of cancellation is the date Sony receives your request for cancellation. We reserve the right to cancel this Contract at any time in the event of fraud or material misrepresentation by you. If we cancel this Contract, you will be provided with a written notice at least thirty (30) days prior to cancellation at your last known address, with the effective date for the cancellation and the reason for cancellation. You will receive a refund of the unearned pro-rata Contract price, less any claims paid, except as otherwise required by law.
8. What is Not Covered.
This Contract does not cover:
A. coverage, components, or products unless sold under a single SKU or “built-to-order,” TV stands or wall mounts, de-installation or re-installation of wall mounted TVs and other products, or inaccessible products;
B. consumable items such as non-factory-installed batteries, printer cartridges, bulbs, screen protectors, accessory cables, removable data storage devices;
C. any repair covered by Sony’s manufacturer’s limited warranty repairs noted in service bulletins and offered by Sony free of charge, repairs initiated by Sony under the manufacturer’s limited warranty or under a recall program, costs associated with Sony’s recommended normal maintenance under the manufacturer’s limited warranty;
D. unauthorized repairs;
E. failures of components such as cabinets, frames, masks, finish defects, glass windows, scratched lenses, cases, bags, accessories purchased with the Product, docking stations;
F. damage or failures caused by conditions beyond our control such as wiring, power supply, rust, corrosion, infestation, negligence, modifications, abuse, misuse, acts of God, power surge where no surge protector was in use, failure to follow Sony’s recommended maintenance, improper installation, non-factory-installed batteries, problems with phone lines;
G. defects that existed prior to this Contract purchase;
H. loss or damage to recording media, software or data, computer viruses, software defects or software-generated problems, software added by you that is not original to the Product;
I. shipping damage to Products by the shipper or resulting from inadequate packaging by you;
J. theft;
K. monitor or screen imperfections, including image burn-in, minor pixel issues that do not affect the overall viewing of the panel;
L. accidental or intentional damage, cracked or damaged monitor, laptop or display screens (except for covered repairs due to ADH if purchased by you);
M. intentional, consequential or incidental damage or gross neglect, including abusive or willful mishandling;
N. data stored on disk drives or other memory devices;
O. normal wear and tear, loss, war, terrorism, or misplacement
P. cleaning of your Product (internal and external);
Q. shipping cost of any Product located outside of the United States of America and U.S. Territories.
9. Contract Transfer.
You can assign your Contract to another person by contacting Sony.
10. Arbitration.
Read the following Arbitration provision carefully. It limits certain of your rights, including your right to obtain relief or damages through court action.
Should a dispute arise related to this Contract or the coverage of your Product pursuant to this Contract, you agree that such dispute shall be decided via binding Arbitration. To begin Arbitration, either you or we must make a written demand to the other party for Arbitration. The Arbitration will take place before a single arbitrator. It will be administered in keeping with the Expedited Procedures of the Commercial Arbitration Rules ("Rules") of the American Arbitration Association ("AAA") in effect when the claim is filed. You may get a copy of these AAA's Rules by contacting AAA at 1633 Broadway, 10th Floor, New York, NY 10019, calling (800) 778-7879 or visiting www.adr.org. The filing fees to begin and carry out Arbitration will be shared equally between you and us. This does not prohibit the arbitrator from giving the winning party their fees and expenses of the Arbitration. Unless you and we agree, the Arbitration will take place in the county and state where you live. The Federal Arbitration Act, 9 U.S.C. § 1, et seq., will govern and not any state law on Arbitration. YOU AGREE AND UNDERSTAND THAT this Arbitration provision means that you give up your right to go to court on any claim covered by this provision. You also agree that any Arbitration proceeding will only consider your claims. Claims by, or on behalf of, other individuals will not be arbitrated in any proceeding that is considering your claims. Please refer to the State Disclosures section of this Contract for any added requirements in your state. In the event this Arbitration provision is not approved by the appropriate state regulatory agency, and/or is stricken, severed, or otherwise deemed unenforceable by a court of competent jurisdiction, you and we specifically agree to waive and forever give up the right to a trial by jury. Instead, in the event any litigation arises between you and us, any such lawsuit will be tried before a judge, and a jury will not be impaneled or struck.
YOU AND WE UNDERSTAND AND AGREE THAT, BECAUSE OF THIS PROVISION, NEITHER YOU NOR WE WILL HAVE THE RIGHT TO GO TO COURT EXCEPT AS PROVIDED ABOVE OR TO HAVE A JURY TRIAL OR TO PARTICIPATE AS ANY MEMBER OF A CLASS OF CLAIMANTS PERTAINING TO ANY CLAIM.
The problem is that Sony is telling me verbally that I get "one bite at the apple" for a claim. In other words, my warranty expires upon their one-time fix to this problem.
I sure don't see that in the terms. Has anyone else had that experience? Thank you.
I see that the OP noted the one-and-done policy for replacement (overlooked that part on my first read). However, it still doesn't make sense to me and the contract, terms posted above, doesn't say that in words I comprehend.
If I have this device repaired, instead of replaced, well the coverage continue for the full 24 months?