Just want to share this to all Sony Android phone owners...
...this would definitely answer all questions about warranty and unlocking bootloaders...
http://www.phonearena.com/news/Sony-refuses-to-repair-phones-with-unlocked-bootloaders_id32812
If you are a Sony user and plan to unlock the bootloader of your handset using the official Sony tool, you may want to read this article before you proceed. Apparently, Sony Mobile is refusing to repair hardware problems of users' handsets with unlocked bootloaders.
The XperiaBlog reports that a number of users who have tried to take advantage of the Sony repair centers have been turned down by the company, because of the "illegal unlock" of their phones' bootloaders. The bad thing here is that Sony wouldn't even repair factory defects like the yellow tint found in the screen of the Xperia S. How convenient! This move is extremely surprising, considering the fact that Sony itself is providing the bootloader unlocking tool.
Truth be told, the manufacturer does warn its customers on its website that their warranty may be voided if they use the tool:
"Please note that you may void the warranty of your phone and/or any warranty from your operator if you unlock the boot loader."
However, if it "may" void the warranty, that means that in some situations it wouldn't void it. Unfortunately, Sony hasn't bothered to provide more details in order to make this whole thing somewhat more transparent for its users. Well, it looks like in 2012, some companies are still sticking to making vague statements, in an attempt to avoid responsibility and save a few bucks along the way. So, don't be fooled by the fact that the bootloader unlock tool is officially offered by the manufacturer - apparently using it is not "legal".
We've reached out to Sony for more info, and will update the post should we get a reply.
And here is a response from Sony...
http://www.phonearena.com/news/Sony-explains-why-using-its-official-bootloader-unlock-tool-voids-your-warranty_id32972
You probably remember a story from a few days ago in which we told you how a number of customers ended up surprised that their warranty is voided due to them using the official bootloader unlock tool by Sony. We then reached out to the company in an attempt to get more information regarding the way Sony treats those devices, which have had their bootloadrs unlocked. Basically, we wanted to understand why a user's warranty is voided when they have used a manufacturer-provided tool. Our desire for more details was also intensified due to the somewhat vague statement found on Sony's site, which reads: "Please note that you may void the warranty of your phone and/or any warranty from your operator if you unlock the boot loader."
We now got a reply, and we have to say that we really appreciate the friendly and helpful attitude of the company regarding this issue. Here's what Sony Mobile's PR Manager had to say:
For most issues/problems, unlocking the bootloader voids the warranty. Sony Mobile only honors the warranty if it is a known issue in that model/batch of phones or if it is an issue that clearly could not have been caused by flashing a different ROM. Because a new ROM can have a wide range of consequences (e.g., it can overheat the battery or change the voltage, which can damage other components), that basically means that only a small subset of issues are still covered by the warranty. Therefore, even when the phone is in warranty, the service center usually has to do a very costly board swap in order to get the phone back to its original state before it can perform any repair. The end-user has to pay for that part of the repair.
We are proud of providing the unlock feature to the developer community. Previously, there was a large risk of bricking the phone when unlocking with third party software. Sony Mobile’s solution remove’s that risk. When we initially provided the unlock feature, it was presumed that only highly skilled developers and super-users would take advantage of it. From blogs and discussion boards, it was clear that the community understood the risks and that unlocking largely voided the warranty. It appears that less sophisticated users (despite all our warnings) might be using the feature, and are now surprised by the consequences.
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Click to collapse
By the looks of it, Sony is more concerned with users flashing a custom ROM, rather than simply unlocking the bootloader. Still, the official also says that known issues (like the yellowish tint on the screen of the Xperia S), are OK and should be covered by your warranty, even if you've used the tool, yet, some customers complained that their warranty wasn't honored. We guess that it will simply depend on the repair center that you visit, or even the person that will examine your phone. At least, one thing is now certain - if you have unlocked your bootloader, you still have chances of getting repair service, but don't count too much on it.
I'm pretty sure most of the folks here already knew that, and objectively speaking Sony has the right to do so. You can easily damage/destroy the phone with custom rom/kernel (OC for example), and you cant expect Sony to undo your mistakes.
Can anyone help me out in this situation?
I sent in my touchpad to get repaired for cracks near the speaker but I had CM9 installed on it and it voided the warranty
My Touchpad was dead and I didn't have my charger for it so I couldn't wipe everything with webos doctor.
Today I got a letter in the post from SBE Ltd saying that my Touchpad couldn't be repaired the reason was ''Unauthorized software upgrade - Warranty void'' The faults found were Housing Rear - Cracked and Wrong Software version. The parts to be changed or repaired are replacement case and Software update
I was wondering if anyone could help me out in this situation. They want £294 for the Touchpad to be repaired because the warranty was voided and all they need to do is doctor it and replace the rear housing. They also are charging me if I want the Touchpad back unrepaired!
Is there anyway I can get my Touchpad repaired or sent back to me for free? I was thinking about playing dumb when I call them up but I don't know.
Please help me out
I think your options are very limited... if any.
There is a reason why devs make it clear in their statements that you are doing the modding at your own risk.
We all know that by modding and loading a custom rom you did not cause any physical harm to the device... it's the fall that broke it.
It's just that the OEMs (HP in this case) are using the "unauthorized software use" as an excuse to deny you the warranty service.
I personally do not agree with this policy but they set it up this way so they can wiggle out of warranty repair when ever possible.
I hope others have better news for you but I think you are SOL... Sorry...
cvcduty said:
I think your options are very limited... if any.
There is a reason why devs make it clear in their statements that you are doing the modding at your own risk.
We all know that by modding and loading a custom rom you did not cause any physical harm to the device... it's the fall that broke it.
It's just that the OEMs (HP in this case) are using the "unauthorized software use" as an excuse to deny you the warranty service.
I personally do not agree with this policy but they set it up this way so they can wiggle out of warranty repair when ever possible.
I hope others have better news for you but I think you are SOL... Sorry...
Click to expand...
Click to collapse
Thanks for your reply.
I'll call up the repair company sometime this week.
I didn't even drop the Touchpad. It was always in the official case. I think it's a known hardware defect.
Shall I ring them up and deny ever installing any unauthorized software and act stupid?
sayeef said:
Thanks for your reply.
I'll call up the repair company sometime this week.
I didn't even drop the Touchpad. It was always in the official case. I think it's a known hardware defect.
Shall I ring them up and deny ever installing any unauthorized software and act stupid?
Click to expand...
Click to collapse
You need to actually read your warranty, and tell them of your interpretation of it. Be forceful that un-authorized software is not stated in the warranty as being an exclusion.
I have attached a link to your warranty information here:http://www.hpwebos.com/us/support/contact/LimitedWarranty_HPwebOS2011.pdf
Put particular emphasis on these areas:
HARDWARE: HP warrants to the original purchaser
(“Customer”) that new HP branded hardware products will be
free from defects in workmanship and materials, under normal
use, for one (1) year from the original purchase date, and that
refurbished HP branded hardware products (marked and sold
as such by HP) will be free from defects in workmanship and
materials, under normal use, for ninety (90) days from the
original purchase date.
EXCLUSIVE REMEDIES: Should a covered defect occur during
the warranty period and you notify HP, your sole and exclusive
remedy shall be, at HP’s sole option and expense, to repair
or replace the product or software.
They may argue this:
EXCLUSIONS: This Limited Warranty does not apply (1) to
damage to the surface of the product, including cracks or
scratches on the LCD touchscreen or outside casing; (2) to
damage caused by misuse, neglect, improper installation,
storage or testing, unauthorized attempts to open, repair, or
modify the product, or any other cause beyond the range of
the intended use; (3) to damage caused by accident, fire, dirt,
sand, moisture or liquids, power changes, other hazards, or
acts of God; (4) to damage caused by use of the product with
any non-HP device or service if such device or service causes
the problem; or (5) if any HP serial number has been removed,
defaced or altered.
But you should argue this:
EXCLUSIONS: This Limited Warranty does not apply (1) to
damage to the surface of the product, including cracks or
scratches on the LCD touchscreen or outside casing; (2) to
damage caused by misuse, neglect, improper installation,
storage or testing, unauthorized attempts to open, repair, or
modify the product, or any other cause beyond the range of
the intended use; (3) to damage caused by accident, fire, dirt,
sand, moisture or liquids, power changes, other hazards, or
acts of God; (4) to damage caused by use of the product with
any non-HP device or service if such device or service causes
the problem; or (5) if any HP serial number has been removed,
defaced or altered.
Tell them to explain how an "un-authorized" operating system caused material defects in workmanship!
---------- Post added at 01:48 PM ---------- Previous post was at 01:40 PM ----------
They may also argue that installing the "un-authorized" software does not constitute "normal" use. You should then argue what the interpretation of "normal" is. I would suggest that after discontinuing the product and support, and a large percentage of users running android on their Touchpad's, that normal use would be installing Android.
Thank you so much for pointing that out. I thought all hopes were lost.
Shall I try it with the Palm live chat first? I'm not very confident when trying to get my point across over the phone. (I'm only 15)
When or if I call them up, could you tell me what to say to them and how to start the conversation?
Sorry for so many questions.
How much are they charging to send it back without repairs? Its hard to believe they would charge you anything other than shipping costs.
I would start the conversation straight out saying that you do not understand why they are denying coverage based on "un-authorized" software... I would have them explain to you how this has caused damage to the device. Have them prove that your TouchPad became defective as a direct cause of the custom rom usage. If they point to the fact that this is was a "improper use" or "improper installation", I would argue that point as well... have them define what "improper" use means. To me, that implies using the device for purposes other than what it was originally designed for... as in tablet PC Vs... a frisbee.
The fact that you used the device as a tablet pc (as intended) but with a "improper installation", is fishy and sketch at best... ultimately, I would argue that the use of "improper installation" had nothing to do with a known manufacturing defect (cracked case).
And a trick I usually pull is if the guys/gal helping you seem uncooperative, ask for the supervisor or manager... often times, I find that they have the authority to make the call on cases such as yours where as the tech support person might have to clear their decisions with their manager. Basically, it would be harder for that manager/supervisor to give you the bad news (I hope otherwise) Vs. having another person tell you on their behalf.
Good luck...
I've just had an hour long chat with one of the reps on the live chat
http://pastebin.com/KJC3nLmT
They were no help at all
sayeef said:
I've just had an hour long chat with one of the reps on the live chat
http://pastebin.com/KJC3nLmT
They were no help at all
Click to expand...
Click to collapse
They sure are a difficult bunch... it seems like they cannot be reasoned with at all!
It would seem that the implicit meaning of the conversation is that they don't care what you do software wise with the Touchpad, as long as it arrived in the repair facility with WebOS on it.
It seems like you are in a difficult situation with your device already being in for repair. What happened with the voice call escalation?
jsgraphicart said:
How much are they charging to send it back without repairs? Its hard to believe they would charge you anything other than shipping costs.
Click to expand...
Click to collapse
£20 for the device back without repairs. Blasphemy.
cvcduty said:
I would start the conversation straight out saying that you do not understand why they are denying coverage based on "un-authorized" software... I would have them explain to you how this has caused damage to the device. Have them prove that your TouchPad became defective as a direct cause of the custom rom usage. If they point to the fact that this is was a "improper use" or "improper installation", I would argue that point as well... have them define what "improper" use means. To me, that implies using the device for purposes other than what it was originally designed for... as in tablet PC Vs... a frisbee.
The fact that you used the device as a tablet pc (as intended) but with a "improper installation", is fishy and sketch at best... ultimately, I would argue that the use of "improper installation" had nothing to do with a known manufacturing defect (cracked case).
And a trick I usually pull is if the guys/gal helping you seem uncooperative, ask for the supervisor or manager... often times, I find that they have the authority to make the call on cases such as yours where as the tech support person might have to clear their decisions with their manager. Basically, it would be harder for that manager/supervisor to give you the bad news (I hope otherwise) Vs. having another person tell you on their behalf.
Good luck...
Click to expand...
Click to collapse
Thanks for the information. Much appreciated.
Can you look through my chat log with HP and tell me how I can improve?
Thanks
I didn't bother with the voice call escalation because I'm from the UK and the rep from Palm is from the US
I might call up tomorrow. Shall I call them both up (HP and the company that is repairing) or shall I only call up one?
Once again, thanks for everyone helping me out in a situation which I thought was impossible to get out of
This is unbelievable
What a bunch of pricks.
lifeisfun said:
This is unbelievable
What a bunch of pricks.
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Click to collapse
I tried the web support and was drawn to a similar conclusion. It is easy for them just to say "no" and say it is because of policy; I'd say it is a standard answer.
Anything for them to get out of honoring the warranty... what a bunch of criminals. At least they will ship it back to you. The representative I spoke to said that sometimes it can take months for it to be returned!
I have dealt with tech/customer support such as this before. They are often given a script to read from and they are hard to deal with.
Your best bet... for now, would be to see if the phone support people (HP would be my guess) are little bit more understanding and reasonable. Like I said, ask for a manager/supervisor if the first person is not working with you.
At the end of it all, if you can get them to return the device to you at a reasonable cost (hopefully as close to free as possible) get the device to factory state and send it back for repair. But since they already have your device on record as "warranty voided", make sure that they will allow you free warranty service once WebOS is restored.
If this is still not acceptable, I would say, just live with the small crack. Afterall, if you have it under a cover, you will never even notice it. For the price you paid for the device, this might be too much of a hassle to deal with afterall.
Again, best of luck and I hope the phone support will be more reasonable then the live chat robots...
cvcduty said:
I have dealt with tech/customer support such as this before. They are often given a script to read from and they are hard to deal with.
Your best bet... for now, would be to see if the phone support people (HP would be my guess) are little bit more understanding and reasonable. Like I said, ask for a manager/supervisor if the first person is not working with you.
At the end of it all, if you can get them to return the device to you at a reasonable cost (hopefully as close to free as possible) get the device to factory state and send it back for repair. But since they already have your device on record as "warranty voided", make sure that they will allow you free warranty service once WebOS is restored.
If this is still not acceptable, I would say, just live with the small crack. Afterall, if you have it under a cover, you will never even notice it. For the price you paid for the device, this might be too much of a hassle to deal with afterall.
Again, best of luck and I hope the phone support will be more reasonable then the live chat robots...
Click to expand...
Click to collapse
I'll ring them tomorrow when I come back from school.
I used the warranty check on the HP site and it says that my Touchpads warranty is active and it will expire on the 20th of September.
If I get my device back unrepaired, shall I try to get another repair started?
Well, that would be entirely up to you... If they get the device back to you before the warranty expires and you still want to deal with the hassle, I would say, sure.
But, before you give up... let's hope phone support can help to resolve the matter to your satisfaction first...
Your other option is to try and get the device back, revert it to stock and then re-submit it. Still no guarantee, since they will have it on file that you had a non-standard ROM on the device. That said, if it boots into WebOS and they can make the repairs to confirm functionality - this stint of non-standard OS may not crop up on their radar.
***
(In general)
The issue HP has presently is they can't guarantee service or repair if they fixed your hardware under a ROM which they didn't install. Theoretically, if they botched something in CW Recovery or the ROM (CM or otherwise not WebOS), you as the consumer would be all over HP to not just replace the gear, but attempt all wordly efforts to recover the loss of personal data or information. This is a no-win and high risk situation for HP on a per-consumer transaction. To avoid this risk, they'll cut the consumer off at every corner from tampering with what they as the manufacturer push to market or certify the product for.
The same holds true in any industry. When consumers push the product outside the realm of what the manufacturer installed/certified the product for - you won't get assistance or support under the warranty. If you install 33" tires on your truck, but it's only rated for wheels up to 30" - you won't get warranty support. If you put in an aftermarket engine - you won't get warranty support. If your PC is only rated up to Win XP, and you push it to Vista or Win 7 - you won't get warranty support.
Prickish or not, that's the reality of support versus consumer expectation.
--McBean
McBeanTIO said:
Prickish or not, that's the reality of support versus consumer expectation.
--McBean
Click to expand...
Click to collapse
Unfortunately, that is the reality. I don't want to discourage anyone from attempting to have their hardware issues resolved by HP, but the first course of action (if possible) should be to restore to factory WebOS prior to contacting them for any support/warranty.
I thought US passed law saying software doesn't void hardware warranties... since it is same as rooting/jailbreaking and something was passed saying that it doesn't void the hardware part of it. I know you aren't in US but HP is, and it should still follow that rule
unless HP's UK branch operates under a different set of rules
tell them to send it back and superglue the cracks
i just want to know why does rooting void the warrenty of a phone and how it happens??? any one having any idea???
pratyush02 said:
i just want to know why does rooting void the warrenty of a phone and how it happens??? any one having any idea???
Click to expand...
Click to collapse
Serioulsy, you ask why rooting void the warranty?? Lemme tell you what things void your warranty.
Most people think warranty is some sort of insurance or something.. They have'nt read the warranty policy nor went to a service center to claim a warranty. Infact they haven't read the first paragraph.
SAMSUNG ELECTRONICS LIMITED (hereinafter referred to as 'the company') guarantees to the purchaser that this product carries a warranty for the period mentioned below, commencing from the date of purchase. The company will repair or replace free of charge any part or parts of the product , if the defect is due to the fault material or workmanship. Warranty involves repairing of defective product/parts and does not entitle purchaser for the replacement of complete product.
So that says it, warranty doesn't apply for accidental damage or misuse of device. it only applies to manufacturation flaws.
And don't wanna read the whole warranty? Here's some points that's intresting..
THIS WARRANTY IS NOT APPLICABLE IN ANY OF THE FOLLOWING CASES:
The product is not used according to instructions given in the instruction manual.
Who reads the f***ing instruction manual??
Defects caused by improper use as determined by the company personnel.
Well, yeah. define proper use then?
Site (premises where the product is kept) conditions that do not confirm to the recommended operating conditions of the machine.
Umm, i don't keep my phone near crocodiles, is that enough??
The original serial number is removed, obliterated or altered from the machine or cabinet.
But but, I only pulled the sticker..
Defects due to cause beyond control like lightning, abnormal voltage, acts of God or while in transit to service centre or purchaser's residence.
Okay, I understand lighting and voltage.. but acts of God, seriously??
And yeah, that too isn't enough. You have to pass a warranty test.
It will cost <insert some money according to your device> to test if it is a warranty issuse. If it is a warranty issue then you will only have to pay for labor, the parts will be free. If it's not a warranty issue, and the problem was caused by any other means than of manufacturation flaw, then you will have to pay for the labor plus the parts,
So, if a $5 part was damaged due to false soldering. you got warranty and you passed the warranty test ,you will be paying them 10 times of that to get it fixed. well. that's really smart of you.
wow... you are catching good points.. btw one more question.. what will happen if i unroot my device being in another custom rom.. will there be any problem??
pratyush02 said:
wow... you are catching good points.. btw one more question.. what will happen if i unroot my device being in another custom rom.. will there be any problem??
Click to expand...
Click to collapse
Y do u wanna unroot
Many things work om custom rom because of root
Ur device will malfunction pronably if u unroot
And rooting breaks ur warranty
Because after rooting u can easily softbrick (if u want )ur device mess up ur firmware
And its not samsungs responsibility if it was ur doing
Thts the reason warranty is void. Warranty is not a software tht gets deleted on rooting the ppl find the traces of root and declare whether warranty applicable or not
Also warranty is only useful if there is a defect in ur device(manufacture problems)
Also u will never need warranty when u hv odin with stock or cwm with a backup
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