http://www.droid-life.com/2013/04/2...-against-htc-one-over-duplicated-microphones/
As if the HTC One hasn’t seen enough setbacks already before its launch, a new court ruling against HTC in the Netherlands looks to make it even worse. Nokia has been awarded a preliminary injunction against the HTC One centering around high-amplitude microphones that are found in the phone. The microphones found inside the One are the exact same as the mics found in the Lumia 720, and that is no good for HTC.
The same company makes the microphones for HTC and Nokia, but Nokia says that the components of these mics in particular were made specifically for Nokia. While this could be a mistake on HTC’s part, it could have been the fault of the microphone manufacturer in this case. In the meantime the One is facing more setbacks.
HTC says they are “disappointed” in the decision from the court and that they will “explore alternate solutions immediately.”
Existing phones using the components face no sales ban
Dutch courts find HTC 'blameless' in Nokia's microphone dispute, but sales of offending parts halted for six months
The full details have emerged about yesterday's actions in the Netherlands, where a court was said to have handed down a preliminary injunction against the HTC one on behalf of Nokia. According to the district court filing, the courts have imposed a 10-month ban on ST Microelectronics selling any of the dual-membrane microphone pieces that were designed and co-developed by Nokia. Apparently, some miscommunication led ST Micro to believe that the exclusivity agreement for Nokia was only six months, when it was actually 12. As a penalty the terms were extended a further six months, during which time ST Micro is not allowed to sell the parts to anyone other than Nokia.
We don't make this up, we just report it.
The courts found HTC "blameless", as they could not know the details of a confidential agreement between Nokia and ST Micro, and they face no penalties. Nor are their products banned in the Netherlands or anywhere else. They will not be allowed to source the components from ST Micro for six months, though -- which could easily lead to supply issues and expensive re-engineering for future HTC One shipments. HTC has issued a statement saying in part that they "do not expect this decision to have any immediate impact on our handset sales." But they certainly can't be happy.
CheesyNutz said:
While this could be a mistake on HTC’s part, it could have been the fault of the microphone manufacturer in this case.
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Vendors like Nokia have third parties like STMicroelectronics build components using their designs and specs all the time. That doesn't give the third party license to reuse or resell what they received from a vendor when the component in question was "exclusive." If it wasn't clearly exclusive Nokia wouldn't have been granted an injuction in less than a week. But HTC's to blame too. Their legal department should have screened every component used in the one to make sure it wasn't violating another company's patent or designs. Since the part is an HTC device they bear the responsibility but will most likely go after STM for the damages they suffer. Assuming STM's big enough to absorb them.
HTC just can't catch a break. I like their phones though.
I felt kind of mixed over this when I heard about it considering I own both phones.
This might be the end of HTC. They were counting on the ONE to help them out.. It wont if its banned!! I just dont think they can afford to keep up after this. Very sad because i love HTC phones.
nugzo said:
This might be the end of HTC. They were counting on the ONE to help them out.. It wont if its banned!! I just dont think they can afford to keep up after this. Very sad because i love HTC phones.
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Nobody is going to "ban" HTC, it's the part in question that is the issue, and I'm sure it'll get worked out. Nokia is still trying to make a comeback themselves, they can hardly afford to get in a fight.
It's pretty much guaranteed that STM was breaching contract when they decided to do this. HTC is at fault for trusting suppliers to follow the law and honor contracts, so I guess it's time to try and preach jeremiads of how HTC is going to go bankrupt.
nugzo said:
This might be the end of HTC. They were counting on the ONE to help them out.. It wont if its banned!! I just dont think they can afford to keep up after this. Very sad because i love HTC phones.
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The Apple injunction didn't end them last year, but yeah HTC is becoming the betamax of Android, while Samsung is VHS. (You won't understand this if you're not old like me)
---------- Post added at 07:17 AM ---------- Previous post was at 07:16 AM ----------
californiarailroader said:
Nobody is going to "ban" HTC, it's the part in question that is the issue, and I'm sure it'll get worked out. Nokia is still trying to make a comeback themselves, they can hardly afford to get in a fight.
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Nokia has patents, that's the only thing keeping them from going under.
If Nokia had gone with Android instead of Windows phone they'd be on top again.
californiarailroader said:
Nobody is going to "ban" HTC, it's the part in question that is the issue, and I'm sure it'll get worked out. Nokia is still trying to make a comeback themselves, they can hardly afford to get in a fight.
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Im not talking about banning HTC, talking about banning the ONE. Kind of like how apple tried to ban the One X. The difference is Nokia is right here...They have a great case!!..i think they would win in a fight against struggling HTC. Dont get me wrong.. I love HTC and wish them all the luck. Hopefully it's not their fault and its the mic manufacturers fault.. Either way this hurts HTC very badly!! I dont know what i'd do if i had to switch manufacturers..I guess i can hope that Google shows up with an awesome Motorola device!!
nugzo said:
Im not talking about banning HTC, talking about banning the ONE. Kind of like how apple tried to ban the One X. The difference is Nokia is right here...They have a great case!!..
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Do you have some insider knowledge that lets you know they have a great case?
The One won't get banned. HTC and Nokia will work out a licensing deal if it's needed..
Love how stuff like this always get blown way out of proportion..
I'm not worried about a ban, but any more delays getting this phone to market can only hurt a company that's already in a precarious situation.
I wonder how this will affect the release of the black version.
gunnyman said:
I'm not worried about a ban.
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The only reason there wasn't a ban in the EU is because Nokia's mic technology is only patented in the U.S. I'm sure Nokia's already filing with the ITC seeking both an importation ban and stop-sale on the One.
This is from the international forum...
http://forum.xda-developers.com/showthread.php?t=2246517&page=5
mmathiou said:
Yes but both HTC and Nokia are big companies with huge orders, so I do not think ST will cut any of them.
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In a normal world issues like this wouldn't happen. Upon finding that STM (assumingly inadvertently) offered their technology to another company, Nokia would just say "OK, pay me $X as a license fee per unit and we'll call it good." But just like Apple vs. Samsung, it isn't about money it's about inflicting pain and damage on your competitors. As Hamdir pointed out, HTC and Nokia have a blood feud going because of HTC's entry in the Windows Mobile world which was Nokia's turf. Nokia's going to use the STM issue to inflict as much pain as they can on HTC (via STM). And unlike some of these tussles which are ambiguous this one's pretty black and white. So I'd guess any type of settlement is unlikely and that HTC will have to come up with another microphone to use.
And since the mic technology is patented in the U.S. there’s no doubt Nokia will file for an emergency injunction against HTC with the ITC seeking to bar the importation of the One. In U.S. law there’s a saying “ignorantia legis neminem excusat.” Translated from Latin it’s “ignorance of the law excuses no one.” HTC’s legal department should have verified well in advance that any of the components (theirs or third parties) used in the One didn’t violate any patents or use agreements. So the fact that STM sold them Nokia’s technology won’t allow HTC to claim “victim” status; at least not in the U.S. As someone said earlier, HTC’s contract with STM will hold STM responsible for the impact of this issue but it won’t prevent the ITC from taking action against HTC for using the offending part.
Changing out the mic isn’t as simple as it sounds though. The good news is that the mic chip isn't on the motherboard; it's on the daughter board which minimizes the reengineering work. But HTC's going to have design a new daughter board to accommodate the new mic and then modify all the s/w to account for the change in performance characteristics. A new daughter board may require FCC and CE re-certification. HTC's assembles their phones but components like the mother and daughter board arrive pre-assembled from someone else. So HTC's got to find a new mic, work with a partner to redesign the daughter board, get it in to production, and possibly have to have it re-certified. It's not a fast or trivial exercise.
updated OP with more
CheesyNutz said:
They will not be allowed to source the components from ST Micro for six months, though -- which could easily lead to supply issues and expensive re-engineering for future HTC One shipments. HTC has issued a statement saying in part that they "do not expect this decision to have any immediate impact on our handset sales." But they certainly can't be happy.
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This is a translation of the actual court order. STM can't sell the mics to anyone but Nokia until March 2014 or until an existing arbitration case that's being heard in Finland (Nokia's home town) decides otherwise. And the difference between the finding in the EU and whatever happens in the U.S. is that the technology used in the mic is patented by Nokia here. The ITC (not the courts) will decide whether to issue a non-importation order and/or a stop-sale. They are the same body that halted the One X in the U.S. when Apple filed a complaint over the use of the app-picker s/w patent. Dealing with a patent violation is different than dealing with an exclusivity agreement and whether HTC knew or didn't know that what STM provided was patented by someone else won't leave them "blameless" in the eyes of the patent tribunal.
One factor that HTC (or other customers) can not be that they receive a product that ST towards them was them that contractually obliged not (yet) provide known. They are therefore not acted unlawfully against Nokia in ST Tufnell microphones to buy. Therefore - now an absolute right of Nokia is missing - no legal presence which ST could base to return of the Tufnell delivered enforce microphones themselves against HTC (or other customers). Under those circumstances, a recall no appropriate form of compensation. 4.10. The advanced penalty will be maximized. 4.11. ST will be largely if convicted. Unsuccessful party in the proceedings The costs on the part of Nokia are estimated at: - summons EUR 104,00 - 589,00 registry - attorney fees 816.00 Total 1509.00 EUR 5. The decision The court 5.1. ST commands to stop after the service of this judgment immediately the supply of dual-diaphragm Microphones (Tufnell) to any person other than Nokia and keep up to March 1, 2014 or until the arbitration between the parties in Helsinki discontinued otherwise decided, 5.2. condemns ST to Nokia to pay EUR 50,000.00 for each "Tufnell" double diaphragm microphone despite the above under 5.1 a penalty payment. command specified in the said period to another than Nokia comes up to a maximum of EUR 1,000,000.00 is reached 5.3. ST condemns the proceedings, on the part of Nokia to date estimated at EUR 1,509.00, 5.4. declares this judgment provisionally enforceable, 5.5. the more points otherwise requested. This judgment was delivered by Mr. RHC Jongeneel, judge, assisted by PJ van Vliet, Registrar, and the public on April 22, 2013.http://zoeken.rechtspraak.nl/detailpage.aspx?ljn=BZ8278
Related
I considering suing 2012 for false advertisement because it listed 2012 as destruction of all humanity, they're liars . so I would need to know how many people would be willing to join my suit to possible a class action lawsuit. We must save Google, Android and AT&T!
ADMIN feel free to delete this at your choosing.
.01 Troll% .99% What? 95% Human 4% Random
FOR HUMANITY!!!! 2012!!1 AHhhhhh DOoOm Mayan DOoooommM What to do whhat to dooo!?!?!? GOOGLE AND ANDROID EPICNESS!!!?!?!?!?!?!!?!
KJSOARES2 said:
I considering suing AT&T for false advertisement because they listed the FM radio saying the phone had it,but upon learning this they removed the said feature from their site. so I would need to know how many people would be willing to join my suit to possible a class action lawsuit. I have started contact with a law office in Houston, and I intend to contact them tomorrow to see how to proceed. This is for AT&T customers only and for thoughts who purchased the Galaxy S 2 with intentions of using the FM Radio. This is not for people trying to make money for a feature they don't give a damn about.
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This is the dumbest thing I've ever read haha.
Sent from my GT-I9100 using xda premium
Can't tell if real lawsuit or trolling ...
Sent from my SGS II
King Shady said:
This is the dumbest thing I've ever read haha.
Sent from my GT-I9100 using xda premium
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+1
OP, are you serious? The T-Mobile G2X was advertised as a quad-band phone and it wasn't. Their website wasn't updated until about a month after people started to receive the device. You know what their response was? Crickets. The same response you'll get from AT&T. And this is a lot less impactful an omission. Whether you realize it or not you can't sue AT&T even if you wanted to. The T&C you agreed to when you signed up limits you to arbitration in case of a dispute. Instead of the nuclear option, why don't you try charm and get them to swap the phone or undo the transaction if FM radio really is that important to you. Those are your only options anyway as they're not going to change the specs on the phone or produce one just for you that has the FM radio.
This guy works for apple.
I voided my warranty and your mum.
KJSOARES2 said:
I considering suing AT&T for false advertisement because they listed the FM radio saying the phone had it,but upon learning this they removed the said feature from their site. so I would need to know how many people would be willing to join my suit to possible a class action lawsuit. I have started contact with a law office in Houston, and I intend to contact them tomorrow to see how to proceed. This is for AT&T customers only and for thoughts who purchased the Galaxy S 2 with intentions of using the FM Radio. This is not for people trying to make money for a feature they don't give a damn about.
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hahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahahahahahahahahahahhahhahahaha!
Good luck with that.
This is from the Terms of Use for att.com which you agree to by using the site...
AT&T does not warrant that information, graphic depictions, product and service descriptions or other content of the Sites is accurate, complete, reliable, updated, current, or error-free. Despite our efforts, it is possible that a price for a product or service offered on the Site may be inaccurate or the product or service description may contain an inaccuracy. In the event AT&T determines that a product or service contains an inaccurate price or description, AT&T reserves the right to take any action it deems reasonable and necessary, in its sole discretion, to rectify the error, including without limitation canceling your order, unless prohibited by law. AT&T may make improvements or changes to any of its content, information products, services, or programs described on the Sites at any time without notice. You agree to notify AT&T immediately if you become aware of any pricing or descriptive errors or inconsistencies with any products or services you order through the Sites and comply with any corrective action taken by AT&T.
In other words, between mandated arbitration and the website ToU, you and your "lawyer" are pretty much SOL.
Barry is correct. You have no legal right or ability to file a law suit against them. In the contract that you signed, you accepted the ability to file through arbitration, but not through the courts.
i'm going to join the bandwagon here. Please do not actually follow through with this.
KJSOARES2 said:
I considering suing AT&T for false advertisement because they listed the FM radio saying the phone had it,but upon learning this they removed the said feature from their site. so I would need to know how many people would be willing to join my suit to possible a class action lawsuit. I have started contact with a law office in Houston, and I intend to contact them tomorrow to see how to proceed. This is for AT&T customers only and for thoughts who purchased the Galaxy S 2 with intentions of using the FM Radio. This is not for people trying to make money for a feature they don't give a damn about.
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Click to collapse
here you go, https://market.android.com/search?q=radio&so=1&c=apps
i recommend iHeartRadio if you want to listen to ClearChannel stations..
Its seems returning your phone would be the easiest solution to this issue...
Yeah... At best a lawsuit would get you back a restocking fee. Everyone who has this device is still within their 30 day return period at this point.
Entropy512 said:
Yeah... At best a lawsuit would get you back a restocking fee. Everyone who has this device is still within their 30 day return period at this point.
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Approached diplomatically, I'm sure they'd waive the re-stocking charge since there was an error on the website that indicated the phone was equipped with an FM radio. I've found AT&T pretty decent to work with most of the time. There's no question there was an error, the debate is over what should be done about it.
OP, assuming they let you out of the original purchase, get an iP4S instead. You can sell it on eBay and for the same price or less get an international SGS2 instead. It has the FM radio. If you buy it from the UK or Expansys-USA it'll still have a 2-year warranty.
This is something that could effect us all. What if the world does end? Depending on the survivors there may be enough to keep at&t going.
Does that mean I'm still under contract?
Sent from my SAMSUNG-SGH-I777 using XDA App
I think your contract dies with at&t. Unless you become president of at&t if you survive.
just got a call from gloria of the fcc saying that they are serving verizon wireless with violations of the locked bootloader on moto devices!
I want to say, "woot!", but I'll remain skeptical.
Me too, but was completely caught off guard by the call and thought I was in trouble of some sort of trouble.
davwman said:
Me too, but was completely caught off guard by the call and thought I was in trouble of some sort of trouble.
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Why would the FCC call you?
I filed a complaint against verizon and moto and the woman gloria needed to know what company i wanted it filed against, I said both and she followed with " the fcc will be serving appropriate paperwork for violating regulations about the bootloader" Again im not making this up and was completely suprised myself by this.
davwman said:
I filed a complaint against verizon and moto and the woman gloria needed to know what company i wanted it filed against, I said both and she followed with " the fcc will be serving appropriate paperwork for violating regulations about the bootloader" Again im not making this up and was completely suprised myself by this.
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Ok, I did just a bit of digging.
You filed a consumer complaint, correct??
On consumer complaint, once a complaint is logged, they wait for a response from the company in question. When a response is given, it is reviewed, and then the FCC will determine if the company should be served a forfeiture order.
This order can be anything from financial liability of the company, which then can be pursued by the consumer, to as much as a forfeiture of their FCC regulation status, meaning they no longer can receive FCC approvals.
It's not clear if they're able to force Moto to unlock to bootloaders.
There is some information online about FCC complaints being turned down after the step you just described, because the company provided legitimate documentation of their actions.
There's also no limitation to the timeframe by which this can be completed, at least not as far as I can find.
So this is just a first step, and also a step that MAY have been taken before, and Motorola may have already submitted documentation on this, which means it would be turned down rather quickly.
What we do know is that after you notified of the findings, then you can request a copy of Moto's submission for your records.
That could be very interesting, or it could be a whole lot of nothing. Still it's interesting to hear that they are following through on your complaint.
@garlick, thanks for the info
Sure garlick. But don't you think that Moto (on Verizon Wireless orders) has currently violated an FCC regulation, documented or not?
Even documented, it has been violated and....
1. An international company like Motorola that can't receive FCC approvals is like to fail, so in this case, they will find a compromise with FCC and if not the RAZR, every other device released by Motorola and other companies (everyone has to receive the FCC approval prior selling a mobile device) will be UNLOCKABLE or UNLOCKED at their market release time;
2. Financial damage to a company like Motorola Mobility is a really bad thing: they don't have money to lose (okay, now that they're Google it isn't so much like that). Even if they lose money for the RAZR, they won't for other devices, so that they'll be UNLOCKABLE or UNLOCKED;
3. Surely the FCC will better examinate the next approval they'll give to Motorola, so that at least the next devices will be UNLOCKABLE or UNLOCKED.
What if they simply "lose" the papers where a consumer complains anything?
Oh well, that can lead to other problems, worst than economically damaging a company...
I mean, if this battle won't be win for the Droid RAZR, it will be a win for all the future devices from every company out there wanting to release a device with LTE capabilities in the US.
Asus has the worst customer service I have ever encountered. I sent back my charger to Asus on Febuary 16. Not only was I told it would be a 14 business day turnaround, but I was also told I had to send in the cord as well. After about 20 calls to Asus, speaking to numerous supervisors, being told they had no idea where my charger was and I had to just wait, I finally recieved a tracking number a few days ago. I was beyond excitement when I heard the knock from FedEx today. I opened the box up and what do I see? A plain charger, no cord, no outlet plug adapter. NOTHING. What am I suppose to do with just the plain charger without anywhere to plug it in. Every time you call asus they tell you they have to contact another department and someone will contact be back. Which no one ever does. They also say that contact takes up to 48 hours. I just stayed on hold for a supervisor 20 minutes which never came on the phone. I'm at my witts end on what else I could do. Needless to say I will probably never buy Asus again. This is completely unacceptable. If anyone has any suggestions, I would appreciate it.
Throw it in the trash and buy an ipad. Then you can swap it out at an apple store if there is a problem or buy any number of third party accessories to charge your device.
Although a great suggestion, I would like to keep this one and not spend another $500
pudge12 said:
Although a great suggestion, I would like to keep this one and not spend another $500
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Not exactly positive.. but.. this should work with Transformer Prime.
http://www.microcenter.com/single_product_results.phtml?product_id=0367050
i honestly wish i had never sold my A500 for this tablet. i can't unload it without selling it at a significant loss. my gps still doesn't work despite asus having it for 21 days, 6 days after it came to me on dec21 ( yes i was one of the Neanderthals that thought this tablet was worth preordering for). i will NEVER buy another asus product again. I'm stuck with this tablet for at least 6 more months before I can think of getting a new one.
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
junrider said:
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
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This is good advice in general, and I do it EVERY TIME I'm sending ANY product in for service, refund, exchange, or whatever. I have a horror story like this for almost every technology manufacturer or vendor I've purchased a product from over the years, including HP, Dell, Toshiba, HTC, Samsung, and some now-defunct companies that few people here would recognize.
Pretty much the only company I never have problems with in this regard is Costco, which is why I buy everything I can from them. Although, seriously, I've found ASUS to be pretty good comparatively, which just goes to show how different peoples' experiences can be and how sweeping generalizations shouldn't be made based on a relative handful of complaints.
Oh, and since Apple was mentioned in this thread, it's maybe valuable to add: yes, they provide good customer service, at least as far as getting product replaced in-store. But, one pays for that luxury, either in higher prices (MacBooks), in a locked-down environment, or at least SOMEONE pays for it (in the case of the iPhone, that would be the cost-shifting that occurs when carriers take a loss in subsidizing the iPhone). Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
Wait, if you were without a charger all this time... were you not able to charge your Prime and thus not able to use it?
Sucks lol
OH and the iPad bit-- the OOW replacement cost for an iPad 3rd gen is $299 regardless of what model. iPad 2 and original, $249.
What does this mean? Apple's OOW replacement costs for iOS devices are usually posted at a 20% or more profit. That means that Apple makes at 50% profit on each sale of its devices, and an additional 20% on each OOW repair.
Apple makes plenty of money to support each product with each unit purchased. This is not including returns from AppleCare protection sales.
wynand32 said:
Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
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Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
Cozmo85 said:
Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
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I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
wynand32 said:
I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
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That's weird cause I paid 650 for the TFP + dock but only 500 for my iPad. You just can't match the support of physical Apple stores to call centers like ASUS. Besides, I've dealt with HP warranty a few times and they were much better than what ASUS is giving me ATM. My Prime has arrived since two weeks ago and it is not even in their system yet.
In the end, as a end user, we don't care the reason why a certain company can provide better service, we only care that one company provides better service period.
pudge12 said:
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
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Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
Jgrimoldy said:
Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
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Unfortunately I believe the key point in your statement is the outsourced call center. I believe this is exactly where my call would get forwarded. Unfortunately no matter how calm, friendly, firm, or insistent that i knew it wasn't the reps fault but i just needed help, none was given. I was even insulted at one point by a general rep saying I wasn't paying attention and wasn't listening because he told me his computer listed the charger as not received by the facility, and that meant they didn't have it. So when I inquired where it was if FedEx marked the package with information given to me by Asus was, he said I wasn't listening. I asked for a supervisor multiple times and more than half the times i was placed on hold for 20 minutes, told I would be called back and I am still waiting for the phone calls back. The few I did speak to said they were the highest up. Fortunately the last number I called, which was a USA number, not 1800 I spoke to someone who not only had an American accent (not trying to come off racist) but was extremely helpful. Promised he would over night me a charger over night and it was waiting for me today at my doorstep. I will call the same number tomorrow and hopefully find the same helpful individual and personally thank him. The general customer service from Asus was horrible beyond belief, but at the very least there is at least 1 person somewhere that was helpful and to him I thank.
Sorry for the long read.
Anyone see Motorola's latest earnings report? They lost money last quarter, the fifth straight quarter in a row. My favorite quote is
Motorola remains far behind South Korea Samsung Electronics Comp., Ltd. (KSC:005930) and even the struggling Taiwanese phonemaker HTC Corp. (TPE:2498).
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Anyone want to take any guesses why? Is it possibly because these two companies actually acknowledge and listen to their customer's complaints? Just remember this when you're buying your next phone, and continue to vote with your wallet. And just remember: Motorola may be a huge phone maker, but remember, they don't listen to their customers and are loosing money. Is it because of us, and all the other dissatisfied Motorola customers? Even if it isn't, it is kind of poetic justice to see them hurting. Just hope Google can straighten them out.
http://www.dailytech.com/Motorola+Bleeds+More+Cash+as+it+Waits+for+Google+to+Save+It/article24589.htm
Wow. Interesting read. Thanks for sharing this.
Sent from my DROID X2 using XDA
There's an article currently on Ars Technica which you all may be interested in.
Civil liberties advocates have asked the US Federal Trade Commission to take action against the nation's four major wireless carriers for selling millions of Android smartphones that never, or only rarely, receive updates to patch dangerous security vulnerabilities.
The request for investigation and complaint for injunctive relief was filed Tuesday by the American Civil Liberties Union against AT&T, Verizon Wireless, Sprint Nextel, and T-Mobile USA. The majority of phones that the carriers sell run Google's Android operating system and rarely receive software updates, the 16-page document stated. It went on to allege that the practice violates provisions of the Federal Trade Commission Act barring deceptive and unfair business practices, since the carriers don't disclose that the failure to provide updates in a timely manner puts customers at greater risk of hacking attacks. Among other things, the filing seeks an order allowing customers to terminate contracts that cover a phone that's no longer eligible to receive updates.
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I'll be following this case with a GREAT deal of interest. I urge anyone so inclined to send a few bucks to the ACLU - they seem to be in EFF territory here a bit, but that's fine with me.
def2moto said:
There's an article currently on Ars Technica which you all may be interested in.
I'll be following this case with a GREAT deal of interest. I urge anyone so inclined to send a few bucks to the ACLU - they seem to be in EFF territory here a bit, but that's fine with me.
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Sound interesting, but I don't think its going to have any impact. I read this somewhere:
The ACLU filing is a request that the FTC investigate the carriers along with factual and legal support for the argument that the four carriers aren’t complying with US law. The commission isn’t required to take any action in response. In the event FTC staff members launch an investigation, it could be months or even years for it to become public.
Blah, ACLU. Just another political action committee.
Hey I know this will come as a great shock to you all. For the time I spent with Sprint this afternoon I could've done some web work or something and made enough money to just pay their fees but its the *principle* ya know?
Anyway, when I contacted them several ways to get the early termination waved or get like the HTC One for switching new customer price because of the lack of upgrades, the first chat person said "Oh the Q update went out on the 14th" and then told me to call in.
I called in a few times, a Dominique hung up on me, but a Heidi was as sympathetic as the corporate manual allows. The price kept changing. They said I could do an early upgrade for $160 plus then the upgrade cost of a phone. Then they dropped that to $155. They said the early termination to $175.
Anyway, they also claimed that I should just go to the store to have them fix the security problems. I told them that wouldn't help, and they didn't believe me. They also told me that no one is complaining about any hacks.
So if you're bored, go ahead an try to inform a customer service rep about this complaint. I know this matters nothing, but I think that since we're in the right with it that it is a situation that we should participate fully in. Even if you no longer have a Photon the complaint is still valid for all phones not on 4.2, and for probably most phones against still when 4.3 comes out.
I know we also somewhat benefit from having the control of being able to hack the things, but that is subtly different than someone in the future finding browser vulnerabilities that stay open for years. It could eventually lead to them locking things down a la Apple, but that is a different fight. Hack it if you own it, don't hack it if you don't own it.
tomgaga said:
Sound interesting, but I don't think its going to have any impact. I read this somewhere:
The ACLU filing is a request that the FTC investigate the carriers along with factual and legal support for the argument that the four carriers aren’t complying with US law. The commission isn’t required to take any action in response. In the event FTC staff members launch an investigation, it could be months or even years for it to become public.
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This old thread is telling given the recent arrival of the Stagefright exploit. ACLU was on the money with this one two years and I can now imagine a potential massive class-action lawsuit against carriers for negligence with user data security. Forced arbitration agreements are likely to head off such an effort, but there are signs that the legal stakes for consumer data security are rising: http://www.wired.com/2015/07/new-hope-victims-data-breaches/
Instead of jockeying for lower prices or switching to no contracts, one of the major carriers should standout by creating a low-cost-no-added-commitment phone upgrade program since the cost of supporting older phones is too high for their bottom line. If they don't do it themselves, I can imagine a day when carriers are soon required to issue phone recalls when a substantial exploit is discovered.