I'm absolutely certain this phone has not come into direct contact with water, yet was rejected warranty due to 'water damage'. I received a letter with the following:
"Unit has been assessed as Beyond Economical Repair (BER) due to liquid damage found on main PBA and LCD. Warranty has been rejected. Unit returned with photocopy attached for your reference.
An electronic image has been taken of the damage to your device and can be furnished upon request. This device does not meet warranty criteria and as such any subsequent submitted repairs may attract a handling fee."
Attached were the following images:
[EDIT] I can't post links, instead they are attached below.
First of all, can anyone confirm this is water damage? I assumed they would have attached a picture of the tab that turns pink when in contact with water, but it wasn't included.
If it is water damage, how much would the main PBA and LCD cost individually and what sort of experience would be needed to install these? Any further steps required after they are in the phone, as far as software installation, tweaking settings, etc?
One last thing, the phone was returned in worse condition (cracked housing), than I had sent it in. Do you think they are liable for this damage?
Ryzaar said:
I'm absolutely certain this phone has not come into direct contact with water, yet was rejected warranty due to 'water damage'. I received a letter with the following:
"Unit has been assessed as Beyond Economical Repair (BER) due to liquid damage found on main PBA and LCD. Warranty has been rejected. Unit returned with photocopy attached for your reference.
An electronic image has been taken of the damage to your device and can be furnished upon request. This device does not meet warranty criteria and as such any subsequent submitted repairs may attract a handling fee."
Attached were the following images:
[EDIT] I can't post links, instead they are attached below.
First of all, can anyone confirm this is water damage? I assumed they would have attached a picture of the tab that turns pink when in contact with water, but it wasn't included.
If it is water damage, how much would the main PBA and LCD cost individually and what sort of experience would be needed to install these? Any further steps required after they are in the phone, as far as software installation, tweaking settings, etc?
One last thing, the phone was returned in worse condition (cracked housing), than I had sent it in. Do you think they are liable for this damage?
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Click to collapse
Most definitely you should raise hell about the cracked housing. That's about as unprofessional as it gets - imagine taking your car in for engine work and it comes back with the paint scratched. Was this from Samsung proper or a Samsung-authorized third party service center? To me, it would raise issues about their credibility if they can't even manage to disassemble/reassemble a phone without damaging it, and then not mention it.
Sorry I can't help you with your first two questions.
You could get the boards you need from a 'donor' phone with a broken screen & swap them out yourself or pay a local mobile repair shop to do it, you can buy the screens/digitisers online (eBay/Google search). Cost will vary wildly depending on how much someone wants for their busted phone, Samsung do not sell these parts separately (not the boards/at least not 'officially'), and service centres won't even sell you the parts without them performing the labour to replace (If they did, Samsung would go postal).
As to challenging them on the water damage issue, you could pay someone to assess it & give you a report on it if they disagree that it is water damage, but that's going to cost you money (How much, who knows ?).
You could also contact the equivalent of consumer affairs in your country & see if they'll lean on them. And with respect (and I really do mean that), we have your word re: damage to the housing Vs theirs.
It all boils down to their word/opinion Vs yours, and to go down the legal route would be seriously expensive if you lose (not to mention the time/grief involved). Besides, given your phone doesn't even work, the damage to the housing is the least of your problems (A bit of perspective is a beautiful thing).
In all honesty & given the probable expense/time involved getting someone independent to issue a report arguing the point (assuming said person does argue with their assessment that the phone is water damaged), you're probably better off getting the boards you need as above & either fixing it yourself or paying someone to do it. Or getting a new phone.
Edit - In my non professional opinion (I don't fix phones for a living, I'm simply someone who enjoys messing with them, like most people here), based on the pics you've provided, the boards have clearly been exposed to some kind/source of moisture (you can see the corrosion). As to what that is, hard to say & pretty much irrelevant.
True, you have a tough nut to crack.
Notice that all messed up areas suggest that it was all you while using the device, if it did come in contact with water or moist, it was during your watch, regardless on how exactly did that happen.
That being said, you might not have a strong case. Should follow the donor phone spares advice.
Sent from the little guy
gastonw said:
Should follow the donor phone spares advice.
Click to expand...
Click to collapse
Bummer, looks like I'll be doing just that!
Thanks for the replies everyone, I'm glad I can at least confirm the damage was water, not a blatant lie to rip me off.
It could be moisture as well....dont facebook while in the sauna!
Sent from the little guy
Related
I bought a galaxy s2 recently and the screen fails to register my touches suddenly.
Here the weird part, the screen is able to display everything perfectly.. but half of the screen doesnt register my touches.. left side not working, but right side is working..
so decided to send my phone for warranty and after a month, the distributor said that the LCD Socket is faulty due to the phone is pressed too hard.. they say it needs to replace the whole LCD Screen..
Is it possible to replace the LCD Socket only?
Why would you risk attempting to fix it yourself & voiding your warranty when you can get it fixed for nothing/properly under warranty ?
They are charging me myr700 for replacing the Lcd screen.. how is posible to damage the socket where the Lcd screen is perfectly fine? (no cracks no scratches no dents)
By right they should replace it for me without paying anything right?
Ahhhh. They're charging you. OK. I don't know what the warranty covers in your country or what your rights are with regard to same.
I know in Australia if my screen started to die like that after a month Samsung would be paying to replace the screen/the phone. At worst I'd end up paying postage to send the phone in to them.
It might well be worth your while/cheaper replacing it yourself in that case. Not sure if it's possible to replace just the socket, you may have to replace the whole screen. Plenty of tutorials to show you how to do this online, and you can get the screens from a plenty of places online as well (eBay might be a good start).
Thanks for the suggestion..
I searched internet for the i9100 LCD Socket but no results found.. I guess I have to replace the whole LCD Screen already.. ebay selling them around myr600+ also.. So is it better to DIY or pay a little bit more and letting the professionals to do it?
There are some doubts that I would love to ask you.. I always place the phone inside my jean's pocket and they said the pressure of jean's is high enough to cause damage to the phone's internals. Is that true? The jeans Im wearing is not very tight either..
I guess whether worth saving MYR 100 is worth it or not depends on how technically adept you are, I.E, do you think you can swap the screen out successfully based on having a look at the video tutorials that show you how to do it ? If you're in any doubt, you'd probably want to have it done professionally. I cracked the screen of my Nokia N958GB about two weeks after I got it a few yrs ago, ended up having it done professionally as the saving if I did it myself would have been similar to your situation now (I would have saved maybe $50-$60 AUD). I'm just not dexterous enough to do a job like that perfectly
I keep my SGS2 in my front jeans pocket when I wear them & haven't had a problem, tho I do have a fake leather flip case. I'd be surprised if the pressure from having them in a not tight jeans pocket would be enough to damage the phone, unless you put pressure on the phone while it was in your pocket maybe ?
Sounds like they're trying to weasel their way out of repairing it under warranty to me, but the problem is (which other people have found on here over the past few mths I've been visiting here) trying to prove that they should repair it under warranty which would probably cost you as much/more than the repair is worth to have an 'expert' (someone who works with small electronics) examine your phone & who is prepared to issue a report or similar saying it's definitely a fault with the phone & wasn't caused by you.
Tricky situation you're in man Maybe contact a consumer organisation in your country and ask for advice if they still refuse to repair it under warranty ?
Hope you get it sorted under warranty.
aqblood said:
Thanks for the suggestion..
I searched internet for the i9100 LCD Socket but no results found.. I guess I have to replace the whole LCD Screen already.. ebay selling them around myr600+ also.. So is it better to DIY or pay a little bit more and letting the professionals to do it?
There are some doubts that I would love to ask you.. I always place the phone inside my jean's pocket and they said the pressure of jean's is high enough to cause damage to the phone's internals. Is that true? The jeans Im wearing is not very tight either..
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Click to collapse
Alright, thanks a lot for the information. I think I better let them repair the phone because if I repair the phone myself, its pretty risky and i might even damage the phone further.
I will try to discuss/talk to the distributor and try to solve this under warranty. tqvm. appreciate that.
No probs Good luck with it. Let us know how you get on.
aqblood said:
Alright, thanks a lot for the information. I think I better let them repair the phone because if I repair the phone myself, its pretty risky and i might even damage the phone further.
I will try to discuss/talk to the distributor and try to solve this under warranty. tqvm. appreciate that.
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Click to collapse
Okay, so I sent my TF201 as well as the power cable in for an RMA because the shoddily designed power connector ended up mangling the receptacle on the tablet. I could charge the tablet only by plugging in the keyboard dock, and even then that's iffy.
It was over 2 weeks since I sent the tablet via UPS and they hadn't contacted me. I checked on the RMA site and it said this:
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No emails or anything. I called Asus and the customer support guy, while polite, was clueless and couldn't help me. No explanation either, which the customer service guy parroted. He estimated the repair cost to be around $130. Screw that! I asked him to escalate the case, but from what I've read online, customer support from Asus is impotent.
Also, I just got off the phone with support guy number 3. Again, complete waste of my time. He wouldn't pass me off to a supervisor when I asked (twice).
Does anyone have any suggestions? What are my options at this point? What magic phrase do I need to use in order for Asus to actually honor their warranty?
This is definitely a make-or-break moment for Asus and my future business with them. I've got an Asus motherboard, an Asus monitor, and a tablet, but I will not hesitate to drop them and recommend others avoid them if this isn't resolved.
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
tshoulihane said:
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
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Click to collapse
Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
hx4700 Killer said:
Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
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Click to collapse
Nope. I treated that thing well. I noticed that the plug was not solidly built pretty early on into my ownership cycle, so I took care to make sure that when I plugged it in, the cord was nice and straight and the plug was gently put in. Obviously *something* must have caused the pins to be mangled but if it was because of a bump, that's shoddy product design, not carelessness on my part.
If it was a $20 repair I'd eat the bill, but they a.) haven't even gotten back to me why they believe it's my fault, b.) they haven't emailed me at all, I've done all of the reaching out to Asus, and c.) they say they're waiting for MY response even though no one at the call center can answer what response they're actually waiting for. The second guy I talked to just estimated that the bill would be "around $130".
I am willing to work with Asus on this, but they're not willing to work with me. See what I mean?
Where did you purchase the unit and how long ago? (These are actually rhetorical questions).
If your purchase was within the past 90 days and you paid with a credit card, you may be able to work with your credit card company and refuse the charges. Not that the retailer should necessarily eat the cost, but if you bought from Amazon, Target, etc., they probably have some sway with Asus. Make your pain their pain...
Hopefully you took pictures of the damage before sending it...
This is EXACTLY what I am going through right now with Asus.
My daughter's Prime boots to the ASUS screen and gets stuck there and will not turn off.
I called tech support and they walked me through several attempts to reset, said they thought it was a software issue and then gave me an RMA number. (BTW, I had also RMA'd my own Prime earlier this year due to GPS and wifi issues and it came back to me with a scratch on the lid. So my husband and I went over my daughter's tablet with a fine tooth comb before sending.) I shipped it in the box and packaging that Asus returned mine in.
I sent it 11/29 and they rec'd it 12/3. On 12/4, the RMA status said
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No one contacted me. I called Asus on 3 separate occasions - each unable to tell me anything but promising to escalate. I rec'd no calls back.
On Dec 13th, we received an email from Megan Nesmith saying there is customer induced damage and an invoice for repairs. Attached were 2 close-up photos showing VERY OBVIOUS damage - a deep jagged crack in the front corner of the screen and additional damage where it looks like someone pried up the metal around the power button with a screw driver.
At this point, I spoke to a Kamar (sp) who said that I would receive a call by tomorrow evening once they investigate.
I am feeling as if they know my warranty is almost up (end of december) and are going to hold the tablet hostage- my word against theirs. I have done some research and have read similar stories about the Asus Texas repair facility. I don't know what to do if they come back and tell us there is nothing they can do and expect us to pay. I really feel taken advantage of. Anyone have advice for a situation like this?
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
randalltroy said:
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
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Click to collapse
I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
hx4700 Killer said:
I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
Click to expand...
Click to collapse
Thats nothing just time to let off some frustration. I'm an owner of an Asus Transformer infinity tablet and i pray to god I never have to RMA that. I had an asus Blu-ray Burner that died on me. I sent if for repairs on January 28th 2013. after a few weeks went by not hearing anything I checked online wasn't in a rush for it no inquiry was made I called them and they said the drive was mailed on the 15th of February. After not receiving the drive on the 29th I called back and they said that is weird their systems says it was mailed but did not have a tracking number. They would have to look into it and get back to me. Tuesday February 26th I called again speaking to 20 different reps at this point they finally just reissued another drive shipped on the 27th on February. After all this received the Drive today and its a dvd burner not a blu-ray burner wrong product. Freaking ridiculous. I swear on my grave treat your asus product like a god because their RMA department is crap!!! I just took screenshots and photos to prove they sent me a wrong product.
I've just about had it with RMA. My Transformer has been back and forth to ASUS for six months. It's a total of seven times and they still haven't fixed it. It originally went in for WiFi and gps issues. When it was returned I found grit under the digitizer and so it went back. They replaced the screen and mobo. When it came back there was a huge gap between the screen and the body. So, I sent it back again. They replaced the back panel and when it came back there was still a gap and there was damage to the seal around the screen. So, it went back again. This time they replaced the back again and on receiving it I found the gap was even larger and they had bent the body, forcing the screen in. So, again it went back and they replaced the back panel and screen. On return the gap was still there, the damage was still present on the "new" screen and the hadn't even locked the release catches. I compared the damage on the "new" screen with the photos I took for the previous RMA. Basically, they hadn't replaced the screen. They collected it again today and assure me it will be resolved. I really don't think it will. The technicians clearly don't care and lie about the parts they replace. I think they hope that if they just keep sending it back with some bull**** on the slip that one day I'll give up. I won't though. I spent a lot of money on it and I won't accept the repair centre damaging my property. The most ridiculous part is that they have now spent more on postage than I paid for it. I can think of an easier resolution for this, that's far more cost effective.
Sent from my HTC Sensation using Tapatalk 2
I sent my Prime to RMA, took 1 week.
1. Wifi improved by 1 Bar
2. I GOT YELLOW TINTED SCREEN!
They replaced my touch panel due to flex. Yes RMA has improved my prime but gave me an icky yellow tint. Oh gosh.
Hi,
I'm living in France and i've just found a brocker who want to sell a lot of tablets here
Code:
leboncoin.fr/informatique/497860592.htm?ca=7_s
This is a french company, and i didn't know it. It's near Paris.This company seems to be regular according; the "who we are page" on its website :
Code:
lesoldeur.fr/content/4-qui-sommes-nous
I think this could be a good opportunity for people having a hard-bricked device getting a motherboard. However the seller want too sell the lot, only. If many further people ask for a tablet, he's able to sell all the lot in a short time, this could be interesting for him!
I think too this will be interesting only for people leaving in France maybe on a European country and able speaking french, don't forgot the custom's fee's outside europe!
What do you think?
Note : NO WAY for me buying the whole lot and selling it to each people who need it!
The seal of the mini usb port leaked and now my tablet has waterdamage. When I look at the seal more closely I see that it fails to close completely and it comes out a bit by itself. Does anyone have any experience with sony' s return policy? They said that they have a 30 day rturn policy, and I applied for it because there are some dead pixels but I don't know what happens when they see the water damage (indicator turned red). I am really a bit disappointed...
Well you are covered under the manufacturer's warranty, so you might be ok... Do you not want to keep the tablet?
DdcCabuslay said:
Well you are covered under the manufacturer's warranty, so you might be ok... Do you not want to keep the tablet?
Click to expand...
Click to collapse
I would actually but first I want my money back, Sony doesn't have them in stock atm
I had a problem with my headphone port not closing completely. So i did not dare dunk it. So i sent it back to Sony. Waiting for my replacement to arrive in the next couple of days.
Sent from my HTC One using xda app-developers app
TeH-BagS said:
I had a problem with my headphone port not closing completely.
Click to expand...
Click to collapse
I had the same issue. I couldn't get it to close fully by pressing directly on it. I could press it closed, but after stopping it always went back to having a gap of around half a mm on one end.
I finally managed to keep it fully closed by pushing the end from that side a bit to the left as well. Not sure if that is design or not.
I cant close it fully no matter how much i try. Thats why i sent it back. Hoping it was a defective set and the next one i get is in good condition.
Will update when i get a replacement.
Sent from my HTC One using xda app-developers app
Wasn't this the same issue Sony had with the XTS? Maybe they need to give up on the whole "Water-proof" BS !
TeH-BagS said:
I had a problem with my headphone port not closing completely. So i did not dare dunk it. So i sent it back to Sony. Waiting for my replacement to arrive in the next couple of days.
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
I thought it was completely closed, it looked completely closed but when I turned the tablet it wasn't. I tried to close it a few times and than noticed the seal opening but it was already too late then of course
Have you spoken to Sony?
Sent from my HTC One using xda app-developers app
TeH-BagS said:
Have you spoken to Sony?
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
Brahahaw...............Good luck !
godutch said:
The seal of the mini usb port leaked and now my tablet has waterdamage. When I look at the seal more closely I see that it fails to close completely and it comes out a bit by itself. Does anyone have any experience with sony' s return policy? They said that they have a 30 day rturn policy, and I applied for it because there are some dead pixels but I don't know what happens when they see the water damage (indicator turned red). I am really a bit disappointed...
Click to expand...
Click to collapse
Just got a full refund for my water damaged tablet from Sony, nice:victory:
I am getting a replacement tablet. Should be with me soon.
Sent from my HTC One using xda app-developers app
godutch said:
Just got a full refund for my water damaged tablet from Sony, nice:victory:
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Click to collapse
Good to hear, waiting to hear back if the back of mine sticking and unsticking is "faulty or not". Then I'll be making sure I get a full refund.
Got my replacement yesterday. I've tried fiddling about the flaps and there seems to be no issues with this one so far. Will update if anything changes.
Sent from my SGP311 using xda app-developers app
Xpria tablet z water damaged
my tablet is water damaged and i can't switch it on. the microSD card slot indicator has turned red. all the flaps were properly closed when it got wet but the guys at the service center don't want to accept it and they say i will have to pay for the replacement.
what should i do?
rk02 said:
my tablet is water damaged and i can't switch it on. the microSD card slot indicator has turned red. all the flaps were properly closed when it got wet but the guys at the service center don't want to accept it and they say i will have to pay for the replacement.
what should i do?
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Click to collapse
Did you contact Sony directly or the store you got it from (if you didn't get it from the Sony online store)? Some stores may have their own (incorrect) interpretation of the warranty and will refuse to fix it to reduce their own expenses. Go back and refer to the IP57 rating and how this clearly is covered by the warranty (bring the manual and cite the relevant parts if you feel like it's necessary). Bringing the warranty text might also boost your confidence if you have to convince the store manager.
I don't know which country you're in, but check with the local laws. For example, in Sweden there's a law stating that electronics have a 2 year "reklamationsrätt" (literally translated "right to make a complaint" and it's basically like a warranty; if the store refuses replacement or compensation of properly used products they go on a national public blacklist which also details why they went there). In the US you could probably sue them for false advertising (IP57 rating). These would take a lot of time, but since in this case your tablet was actually defective you shouldn't have any major problem.
Djhg2000 said:
Did you contact Sony directly or the store you got it from (if you didn't get it from the Sony online store)? Some stores may have their own (incorrect) interpretation of the warranty and will refuse to fix it to reduce their own expenses. Go back and refer to the IP57 rating and how this clearly is covered by the warranty (bring the manual and cite the relevant parts if you feel like it's necessary). Bringing the warranty text might also boost your confidence if you have to convince the store manager.
I don't know which country you're in, but check with the local laws. For example, in Sweden there's a law stating that electronics have a 2 year "reklamationsrätt" (literally translated "right to make a complaint" and it's basically like a warranty; if the store refuses replacement or compensation of properly used products they go on a national public blacklist which also details why they went there). In the US you could probably sue them for false advertising (IP57 rating). These would take a lot of time, but since in this case your tablet was actually defective you shouldn't have any major problem.
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It was an authorised sony service center. I also contacted sony care and they all tell me the same thing that the warranty is void because the tablet is water damaged. They don't want to accept that their device is defective.
The service center gave me the tablet back after 3 days without even trying to repair it. When I looked at it carefully, 1 more indicator was red and water was coming out of it(suggesting they tried to check it by putting it in water). But they denied doing anything like that and I don't have anything to proove it.
rk02 said:
It was an authorised sony service center. I also contacted sony care and they all tell me the same thing that the warranty is void because the tablet is water damaged. They don't want to accept that their device is defective.
The service center gave me the tablet back after 3 days without even trying to repair it. When I looked at it carefully, 1 more indicator was red and water was coming out of it(suggesting they tried to check it by putting it in water). But they denied doing anything like that and I don't have anything to proove it.
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Did you show it to any friends/coworkers/family members just before sending it in/receiving it? I'm not a lawyer but it sounds to me like it's time to contact one. Take a picture of it and upload somewhere where we can see it, hopefully a Sony rep will see it if it escalates far enough. Again, the tablet is advertised as IP57 rated so Sony will have a hard time proving it isn't waterproof. If you have any witnesses of the original water damage then that would be great.
Keep the service records, get the service center to print any service logs they have on it and most importantly save all of the existing paperwork in one place, preferably with copies in a separate place to show people. If this comes down to a court case they may want the original papers to confirm that they are indeed authentic.
I wish I could say that everything is clear cut in this case but if the service center dealt additional damage to it then I'd strongly suggest you seek legal advice. I've dealt with dishonest support centers in the past, but none that has caused trouble in this way. In the last case (a defective graphics card) I didn't have any evidence but I could show beyond reasonable doubt that they were likely trying to scam me (they sent me a replacement from another brand while they suddenly had 1 in stock of the brand I sent in). They caved in and replaced the card with the one of the same brand without saying much (they probably realized they'd lose in court).
Make it a habit to take close up and well lit pictures of damages, in this case it would still help you since it's important documentation when you contact a lawyer (email him/her the pictures). Pictures may strengthen your case even if they seem to state the obvious. While you're at it, try to find where and why the water entered the tablet after taking the first batch of pictures and take pictures of what you believe to be the cause too.
Whatever you do, don't settle for some middle ground (store credit of less than the original value, promises to try their best with Sony, etc.). There are some tricky things they can do to try to rid themselves from responsibility, if it's verbal communication bring a tape recorder (they have to be aware of the recording (legally obtained) for it to be valid evidence in some countries, US included but Sweden excluded as Swedish courts also allow illegally obtained evidence although you may have to separately take responsibility for the illegal part, check with your local laws). A lawyer may help you with this part as well, both with the actual communication and showing the service center you're not going to back down.
Well this post went on a little longer than I expected but I wish you the best of luck in dealing with these guys and getting your tablet fixed.
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Djhg2000 said:
Did you show it to any friends/coworkers/family members just before sending it in/receiving it? I'm not a lawyer but it sounds to me like it's time to contact one. Take a picture of it and upload somewhere where we can see it, hopefully a Sony rep will see it if it escalates far enough. Again, the tablet is advertised as IP57 rated so Sony will have a hard time proving it isn't waterproof. If you have any witnesses of the original water damage then that would be great.
Keep the service records, get the service center to print any service logs they have on it and most importantly save all of the existing paperwork in one place, preferably with copies in a separate place to show people. If this comes down to a court case they may want the original papers to confirm that they are indeed authentic.
I wish I could say that everything is clear cut in this case but if the service center dealt additional damage to it then I'd strongly suggest you seek legal advice. I've dealt with dishonest support centers in the past, but none that has caused trouble in this way. In the last case (a defective graphics card) I didn't have any evidence but I could show beyond reasonable doubt that they were likely trying to scam me (they sent me a replacement from another brand while they suddenly had 1 in stock of the brand I sent in). They caved in and replaced the card with the one of the same brand without saying much (they probably realized they'd lose in court).
Make it a habit to take close up and well lit pictures of damages, in this case it would still help you since it's important documentation when you contact a lawyer (email him/her the pictures). Pictures may strengthen your case even if they seem to state the obvious. While you're at it, try to find where and why the water entered the tablet after taking the first batch of pictures and take pictures of what you believe to be the cause too.
Whatever you do, don't settle for some middle ground (store credit of less than the original value, promises to try their best with Sony, etc.). There are some tricky things they can do to try to rid themselves from responsibility, if it's verbal communication bring a tape recorder (they have to be aware of the recording (legally obtained) for it to be valid evidence in some countries, US included but Sweden excluded as Swedish courts also allow illegally obtained evidence although you may have to separately take responsibility for the illegal part, check with your local laws). A lawyer may help you with this part as well, both with the actual communication and showing the service center you're not going to back down.
Well this post went on a little longer than I expected but I wish you the best of luck in dealing with these guys and getting your tablet fixed.
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I showed it to my friends before giving it to the service center and I think the water entered through the flap over the sim card slot.
I have uploaded pictures of the indicators.
rk02 said:
View attachment 2099231
View attachment 2099232
I showed it to my friends before giving it to the service center and I think the water entered through the flap over the sim card slot.
I have uploaded pictures of the indicators.
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Good, now you have pictures of the current state (on second thought maybe you should take a picture of the undamaged port too, just to prove it isn't broken now in case you send it in again and it comes back with all indicators triggered) and witnesses to the original damage. I'd say get a lawyer ready just in case and confront the service center with witness accounts (try to get it in writing too). They will have to decide if they are going to fix it or not and is so on what basis.
At this point you will either (1) get it fixed and ask for a written and signed statement of what damage it has and that they will get it back to a condition where it functions as advertised or (2) ask for a written and signed statement of what damage it has and why they refuse to fix it under warranty. If they refuse to fix it and refuse to write a statement then ask why they won't write a statement and then you write down what they reply. Also ask them what damage it has and why they refuse to fix it under warranty and write down that reply too if they don't at this point.
This way you will have their statement in writing either way (though with their signature should be preferred). If they don't refuse to fix it under warranty then have them confirm that it will function as advertised when you get it back (get this in writing too). The formulation of the questions are important and absolutely must include the word warranty. Have your lawyer help you, I'm not sure my formulations are bulletproof.
This is about as much advice I dare to give without the backing of a lawyer education, but seriously do get a lawyer if they continue to behave this way. Again, I wish the best of luck.
I recently returned an S3 gt-i9300 to Vodafone as it has died completely.
Vodafone returned it citing 'water damage'. On advice from the vodafone forum, I returned it to Samsung (I was stupid and honest explaining what vodafone had said the problem to be). Samsung have said the same 'water damage', I asked them to send me pictures of the water damage which I have attached to this post...as Samsung had told me that the warranty was void...I took it to a local repair shop who deals in fixing phones (a good one who offers no fix no fee). The repair shop said they saw no evidence of water damage, none of the moisture stips on the pcb have been triggered. I didn't get the phone wet, It was not dropped in water etc so I am now left with a brick of a phone and no idea how to move forward.
Looking at the pictures its easy to say yes water damage but look at the size of the damage? it's mm, my point is that the phone never got soaked etc... even samsung said their stance was that water damage can happen even by moisture in the air or sweat !!... so is it reasonable to refuse to repair a phone that cannot cope with moisture in the air ?
Please could I have some constructive advice ? I am happy to answer questions should you want to know any specific information.
I have wrote a letter to Samsung please see below.
Reference 4138232318 IMEI
Message *As you will see by the notes on your system, you returned a phone to me as it was no longer covered by your warranty due to _quotwater ingress_quot.
I have had the phone looked at by an independent repairer (you did say the warranty was no longer in effect so him opening it up should not affect anything).
Inside the phone all of the moisture strips are intact and not triggered and what you have photographed as evidence of water damage is in fact solder damage not _quotwater ingress_quot. There is no evidence of _quotwater ingress_quot on any other part of the phone. Additionally the _quotwater damage_quot you refer to is not near any point in which water would have been able to get in the phone. The _quotdamage_quot if that is what you can refer to it as is less than 1mm in diameter..... this is not evidence of this phone being submerged or come into contact with any quantity of water.
Your adviser told me that water damage can occur due to humidity or even sweat. I am not willing to accept that this phone cannot tolerate being in a humid environment and I can assure you that given our glorious weather lately and the fact I have not traveled abroad as I don''t have a passport.....How can this happen... unless Samsung are saying that I sweat too much to own an S3 ? I would be very careful how you answer that one.
Presently I am asking to put in a formal complaint which is the purpose of this email and I am requesting that you escalate this as per your procedures set for such circumstances. Failure to do so will result in me instigating procedures with the small claims court / trading standards.
As a satisfactory outcome I expect you to repair the phone, nothing more.
I await your prompt reply.
Nigel Courtney.
To me the pictures shows more of a corrosion on the board itself more than of a water damage. But I don't know... however I think you're better of buying a new phone instead of getting it repaired as repairing it is as costly (sometimes more costly) as to buying a new one.
SignetSphere said:
To me the pictures shows more of a corrosion on the board itself more than of a water damage. But I don't know... however I think you're better of buying a new phone instead of getting it repaired as repairing it is as costly (sometimes more costly) as to buying a new one.
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Agreed. Plus fixing the current issues doesn't mean future issues will be prevented.
Hi thanks for your feedback. I am trying to persuade Samsung that this should be done under warranty (with little success so far)... any tips??. I have already got a replacement - Xperia Z (funny enough water resistant !)
Any advice on how I should approach Samsung on it ?. I know the S III is a bit old hat now but it's a bloody good phone and I am damned if I am going to have to bin it...
Your initial return should be to the vendor .
If you want to use Samsung's limited 24 months warranty then different rules apply .
As you have already written to Samsung not much else you can do .
You are of course at liberty to take the vendor to court .
Not sure how you would fare taking the manufacturer to court as they never sold the goods and the Samsung warranty is not a point of sale warranty but an extra limited warranty .You are essentially saying that the phone is not fit for purpose and has a defect that was there from the start . Again its the vendors responsibility not Samsung's .
Personally i would be taking Trading Standards advice . Small claims court does not cost much and either you lose or you win or the other party does not bother and says have a repair and go away .
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
darkphoenix2012 said:
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
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Where did you buy the phone from? Did they really try to charge you nearly $5000 for the phone?
I've gone through Asus RMA over the years, maybe the particular repair centre closest to me happens to be great but I've never had major issues with them. A laptop repaired in under 2 weeks, handful of motherboards, most of the time free or reasonably priced. If the device was under warranty they just accepted it. Never had to pay shipping though since its not too far from me.
If the screen is just defective then it should be covered by warranty as that would be a manufacturer caused issue. Your total cost should be whatever it costs to ship to the repair centre, and thats it.
let us know how the saga plays out! Good luck!
Yes they did try to charge me 5k for it, and I ended up paying around 600 dollars in overdrafts and returned payment fees for all of my bills. My bank said it's Asus's fault, and guess what Asus said? "Our system doesn't make mistakes, it's a problem with your bank."
I've had absolutely dreadful results in the past with their turnaround time, and they've sent back a GPU and motherboard that were "fixed" but not really. I'm predicting to be told I have to pay around 500 to have it replaced somehow. And to be honest I may be done with them as a company for life, I've had about all I can stand at this point.
Which country are you in? They should fix it for free under warranty.
Just a quick update, it took them this long to get back to me. I received two extremely low resolution pictures showing very tiny surface scratches to the frame and the glass on the top left corner which would be from car keys.
Apparently that voids warranty and they want a suspicious $500 even to replace the entire OLED and glass assembly. As I expected a crock of BS from this company I'm not entirely surprised. What a joke though, $500 for an undamaged screen? Who's their drug dealer?
darkphoenix2012 said:
Just a quick update, it took them this long to get back to me. I received two extremely low resolution pictures showing very tiny surface scratches to the frame and the glass on the top left corner which would be from car keys.
Apparently that voids warranty and they want a suspicious $500 even to replace the entire OLED and glass assembly. As I expected a crock of BS from this company I'm not entirely surprised. What a joke though, $500 for an undamaged screen? Who's their drug dealer?
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Unfortunately I had to deal with a similar issue with HTC for a defective camera module. Factory defect. If it comes broken from the factory its on them to replace of fix it. Legally. The warranty is an agreement IE a contract. Even the 90 day warranties.
I had to threaten and start the process of a lawsuit, and of company no company like that would want to lawyer up for such a small sum. The next day I got a reply from them saying they would cover everything, and I eventually got my phone fixed.
Ive had a similar issues like that with Corsair and Gigabyte. It happens all the time. No one wants to take responsibility for anything, and sometimes you gotta force em haha.
After previous experiences, they're not going to budge. They don't even have this phone in their system to FILE for an RMA, that took an hour phone call to begin with. I'm just never going to buy from them again, they're ****ing garbage when it comes to treating their customers right. I never got the $600 plus dollars in overdrafts out of them for their system charging me repeatedly for the order either, even after my bank concluded it WAS their fault.
I will however be throwing my story up on every social media post of their for the rest of 2019.
darkphoenix2012 said:
After previous experiences, they're not going to budge. They don't even have this phone in their system to FILE for an RMA, that took an hour phone call to begin with. I'm just never going to buy from them again, they're ****ing garbage when it comes to treating their customers right. I never got the $600 plus dollars in overdrafts out of them for their system charging me repeatedly for the order either, even after my bank concluded it WAS their fault.
I will however be throwing my story up on every social media post of their for the rest of 2019.
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If someone is proven to owe you money you have legal precedent to collect it. They know this. They also know a lot of people wont go through the hassle of trying to collect their money. So does LG, HTC, Samsung, OnePlus, etc and they will all try to hold on to that money if possible. Usually thats as simple as not responding to the customer. Its easy when you dont have a storefront. Only really Apple does (AFAIK), which makes it easier to argue with them and get what you should be getting.
Feel free to **** talk them for the year, but personally I feel like one post in an easy to see place is good enough. May as well put that extra effort tightening the vice on them. its not impossible. And its yours.
I hope everything works out for you bro, best of luck!
darkphoenix2012 said:
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
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Hi there, got the same. Pulled out of pocket - black screen (later started to blink and bootloop)
so, as i recall i've seen a "scratch" nearby the left airtrigger area. later on i couldn't find it so i just forgot about it (thought when i'm going to put on some glass protection i wount be able to see it at all)
but, it appears that "scratch" was an amoled matrix crack... because when it all went black and then white - i can clearly see that crack is in this area. the phone itself is undamaged, not a single scratch, and there is NO WAY i could apply such a pressure to pass through glass and damage te amoled (seen JerryRig bend test?)
so far waiting for the shop to answer about would they exchange phone or not -_-
idk, at last - when a phone is designed to have a pressure applied (airtriggers) how come it cracks?....