Hello.
My Ultra has had a small issue since new - a slight screen fault
Sony saying warranty refused due to "unauthorised software upgrade"
Only ever flashed FTFs meant for the device - bootloader is locked.
I have a copy of the TA partition so I may restore that.
Should I resubmit the device once I get it back?
What are your thoughts please? Can I challenge this "unauthorised software upgrade" nonsense?
Didn't you restore the TA partition before you sent it in?? If no, that's the reason why they're not fixing it. If you did restore.it, you've probably flashed a FTF from a different region. Be sure to restore and lock your bootloader and also be running the correct firmware from your region.
Sent from my C6833 using Tapatalk
Nope. Like an idiot I didn`t. I have numerous Sony phones here. A few Ultras etc
Can`t remember unlocking the bootloader on it.
I do have all TA partitions backed up with locked bootloader and unrooted so I will restore and send it back in.
If they will accept it.
N10AP said:
Nope. Like an idiot I didn`t. I have numerous Sony phones here. A few Ultras etc
Can`t remember unlocking the bootloader on it.
I do have all TA partitions backed up with locked bootloader and unrooted so I will restore and send it back in.
If they will accept it.
Click to expand...
Click to collapse
Yeah, that's probably it. Just be sure to have everything, and I mean EVERYTHING stock. Especially when you send it to Sony themselves. It's not a big deal if you're sending it in to an authorized service center (that's not Sony). They get money from Sony per repairment, so they're usually not that worried about details like these (my own experiences in Norway, so don't start assumeing things now).
Sent from my C6833 using Tapatalk
LordManhattan said:
Yeah, that's probably it. Just be sure to have everything, and I mean EVERYTHING stock. Especially when you send it to Sony themselves. It's not a big deal if you're sending it in to an authorized service center (that's not Sony). They get money from Sony per repairment, so they're usually not that worried about details like these (my own experiences in Norway, so don't start assumeing things now).
Sent from my C6833 using Tapatalk
Click to expand...
Click to collapse
It isn`t actually Sony it is indeed some kind of subcontractor based in the south of the UK.
I haven`t received the handset back. Really worried about the condition it will come back in. It was immaculate and unmarked when it left me.
Hope they haven`t knackered it
N10AP said:
It isn`t actually Sony it is indeed some kind of subcontractor based in the south of the UK.
I haven`t received the handset back. Really worried about the condition it will come back in. It was immaculate and unmarked when it left me.
Hope they haven`t knackered it
Click to expand...
Click to collapse
Hmm, yeah that would be really bad. You didn't take a couple of photos of it with today's newspaper or anything before you shipped it? If not, that's a good idea to do. That way you'll have proof that it wasn't broken when you shipped it.
Aren't there any other autorized repair centers where you live? Or did you ship it to your carriers repair center?
LordManhattan said:
Hmm, yeah that would be really bad. You didn't take a couple of photos of it with today's newspaper or anything before you shipped it? If not, that's a good idea to do. That way you'll have proof that it wasn't broken when you shipped it.
Aren't there any other autorized repair centers where you live? Or did you ship it to your carriers repair center?
Click to expand...
Click to collapse
I rang Sony, they sent an email, I sent the handset freepost to this firm in the south.
Fingers crossed it is back today. Anyway, off to College! (I`m 35 so a mature learner!)
N10AP said:
I rang Sony, they sent an email, I sent the handset freepost to this firm in the south.
Fingers crossed it is back today. Anyway, off to College! (I`m 35 so a mature learner!)
Click to expand...
Click to collapse
Yup! Let's hope it goes well! Nice to see that people are still going back to school. I'm going back myself this fall, and i'm 28.
ok... Got phone back, scratched to bits. Official complaint going their way.
Bootloader is indeed locked and unrooted
They didn`t return my original proof of purchase.
Correct region... 1275-6410
Lets see what happens...
Related
anyone have any recent experience with sbe? they have my phone for the last week, and there is no sign of them returning it. i spoke to them this morning, but was told the same as i was told last thrusday another 7-10working days, its doing my nut really think about dumping the xperia because of this, cant be doing with another week without a phone.
It's not the reply you want, but mine took about 3 weeks. 1 week from sending it until it finally showed up on their system, a week of 'Awaiting replacement part' until they finally seemed to give in and changed it to 'Phone exchanged'. I got it maybe 4, 5 days later. On the plus side, it was at no cost to me, and I had a functional enough back up phone. Annoyed they didn't just switch it instantly though.
Lol - 3 fixed my screen and posted it back same day. Problem is they broke the illuminated bar and vol down button while they were at it. Sent it back to get those fixed and they did a 'software upgrade', which of course did nothing to fix the hardware issues!
Currently doing battle with them as I'm not interested in sending back for repair after they failed to fix it last time. At a minimum I want a new phone.
sent mine back & got a replacement direct from sony 2 weeks later!
Mine took just under two weeks -
Monday: I confirmed with Sony that they had plenty of parts, so posted phone
Wednesday: showed up as arrived at SBE, status with engineer
Friday evening: status changed to awaiting components
Tuesday: still awaiting components, complained to Sony that they'd told me they had parts which is why I sent it
Wednesday: status changed to exchanged, under testing
Friday: new phone arrived
Only problem I have is I sent them a sim unlocked O2 branded phone, and they sent me back a sim locked one so having to wait for O2 to give me a new unlock code :-(
Si
even when i log into the sbe tracking system nothing comes up. Been onto them yesterday and they said i would have to wait 7-10 working days yet they had my handset last tuesday. phoned sony then up to complain but they said it was out of their control as the engineer was still accessing the device......
I got a placement handset in just under a month. It may have been longer but I called up to find out what the delay was and they sent it the next day.
Sent from my LT26i using xda app-developers app
i sent mine in at the end of april
arrived at the beginning of june
the casing wasn't fitted correctly had to send it back
it arrived a week later
and now its got the yellow tint again :crying:
Few weeks ago I sent it to SBE to fix the issue. I got the phone back just over a week later and did a stress test on the screen, got it quite hot and seemed to be fine! Then I noticed the damage done to the device...
Similar to Rabangus by the look of it. There was a massive scratch out of the Illumination Bar and dents in the volume and camera buttons. My phone was perfect/new condition when I sent it.
Both white casings had been replaced, no idea why. Either they dropped it while repairing it or gave me a refurb phone and replaced the casing (but didn't see the damage to the buttons). The scratch on the bar is almost certainly when they tried to remove the bottom casing in either of these cases.
Its still under investigation but sent the phone off on Friday after they promised a full cosmetic repair job and the case is now 'VIP' (It has priority once they receive it, as they damaged it) Have asked them to ring me once they receive the phone. I know they are waiting for it to arrive as the repair department phoned me on the same Friday asking which colour I have. (They don't have black casing replacement parts, if it helps anyone. Lucky I have a white one)
My advice, check the phone before sending it, take pictures if necessary (not that they were needed for me) you never know!
Rabangus said:
Lol - 3 fixed my screen and posted it back same day. Problem is they broke the illuminated bar and vol down button while they were at it. Sent it back to get those fixed and they did a 'software upgrade', which of course did nothing to fix the hardware issues!
Currently doing battle with them as I'm not interested in sending back for repair after they failed to fix it last time. At a minimum I want a new phone.
Click to expand...
Click to collapse
can you send me ur firmware file i dont have three firmware and need to send my phone for repair to sony
badboybiky said:
can you send me ur firmware file i dont have three firmware and need to send my phone for repair to sony
Click to expand...
Click to collapse
I will if you tell me how to do it! My phone isn't rooted though, so not sure I would be able to?
If you're with 3, shouldn't you get your phone repaired through them? You run the risk of having your phone vandalised by their repair monkeys like mine was, but there is another thread where it seems Sony are commonly taking over a month to repair phones, whereas 3 mostly seem to take a couple of days...
Emailed their customer service yesterday and got a reply, stating they are waiting on the new yellow tint free screens, and new handset containing this new screen. If the new screen comes first it will be repaired and if the new units come in first it will be a new handset. The way it’s looking it’s going to be another 3 weeks. Not happy, love the phone but hate the customer service, shows a real lack of care on Sony’s part. They knew about the problem, yet its took them three months to properly fix the problem (if they actually have).
To the guys who had a new phone sent out to them, did you guys just get a phone sent out or a phone in a new box and accessories?
Cheers
wah007 said:
To the guys who had a new phone sent out to them, did you guys just get a phone sent out or a phone in a new box and accessories?
Cheers
Click to expand...
Click to collapse
Just got a phone in a box, no accessories or anything - exactly what I sent them in the first place.
Si
i was without mine for 21 days (although the jubilee weekend didn't help) it was awaiting parts for most of the time.
the bad news is that it's still not completely "cured" and it's going back tomorrow it's a lot better than it was, it was almost going brown, but it's still not "white" around the edges on a white screen test
simonf7 said:
Just got a phone in a box, no accessories or anything - exactly what I sent them in the first place.
Si
Click to expand...
Click to collapse
Ah right, thanks.
2 weeks snd i'm still waiting
they are hopefully resending mine back some point this week unfixed, spending that sort of money on a phone, and having poor customer service and repairs is bad. One dont know what the other is doing, with regards to parts, etc. I think this will be the last sony phone ill buy, if it was htc they would of had the device back alot sooner.
Can we still send our Xperia s with the yellow tint back once we have our bootlooader unlocked? Mine has just started with the yellow tint and ny bootlooader is unlocked. I remember seeing a while back that we could but I'm not sure. Does any one have the phone number for the UK Sony Xperia s? Thanks
Sent from my LT26i using xda premium
danlivesey said:
Can we still send our Xperia s with the yellow tint back once we have our bootlooader unlocked? Mine has just started with the yellow tint and ny bootlooader is unlocked. I remember seeing a while back that we could but I'm not sure. Does any one have the phone number for the UK Sony Xperia s? Thanks
Sent from my LT26i using xda premium
Click to expand...
Click to collapse
Yes, mine was unlocked and since this is a manufacture problem it shouldn't matter at all.
To update this thread, after the second time of sending my phone back (because they damaged my phone) it went in for a full cosmetic repair, although I wrote a long letter and pretty much suggesting I should get a new phone....
I have a new undamaged phone with no tint problem!
Problem isn't the Sony customer support, they are the best support team I've used. The problem is with SBE....
Thanks il get a number for them and give them a ring, it's getting on my nerves now.
Sent from my LT26i using xda premium
Okay. So about a week ago, I got my GTS7500. On the first day, I successfully rooted it. The next day, I broke it in a incredibly careless way using the command line: http://forum.xda-developers.com/showthread.php?t=1744909
It is now completely unresponsive. Don't question me on that. I know.
I emailed Samsung with a fabricated story, trying to sort out a repair/replacement... 3 days later, nothing.
So after giving up with the email system, I finally phoned customer support yesterday.
I described everything that had happened (a version in which my phone just dies unexpectedly with no wrongdoing from myself...), and I was sent an email with all the information I need to send it to a repair centre.
So, it's all packed and ready to be sent to Norwich Samsung Repair Centre.
...I am quite anxious though.
I asked if I'd be getting a replacement, and I was told I would be getting the phone I sent but repaired. Well... if they DO repair the phone, they'll see that I've tampered with it.
Unlike what I thought, I won't be getting a replacement... but what if they can't repair it?
I'm nervous I'm going to get an email or a phone call from someone at the repair centre with bad news... or confronting me on my heinous crime.
Also, if they find something, they'll likely remember my phone and my details and have it blacklisted from being repaired in any repair centre.
To add to my worries, I finally got a reply from my email:
Unfortunately we are unable to replace your mobile phone as your warranty in accordance with your statutory rights within the first 28 days lies with your retailer, after this time has elapsed your warranty is a repair only, therefore if the retailer are refusing to exchange the unit for you, all that we can offer you is a repair.
Click to expand...
Click to collapse
More and more seems like they won't be sending back a new shiny phone... which is a shame.
The virgin mobile branding really pisses me off.
Also, I have written a description of what happened to my phone which I must send with the phone to the repair centre. At the end of it I've added:
If it does turn out to be completely unrecoverable like I expect, I ask that you refurbish me with an unlocked phone. Unfortunately, the seller I bought this phone from claimed it was not locked to a provider, but it turned out to be locked with Virgin Mobile. In the time the phone was working, I had not yet changed providers/sims.
This would be much appreciated to save me the hassle of doing this.
Click to expand...
Click to collapse
Is this a good idea? Will it do any good/harm? Given that it seems quite unlikely I will be receiving a new phone, should I ask them for an unlocked phone?
I'm not sure if it perhaps looks a little suspicious...
Should I even send it off??? If I go in person will it increase my chances? Could i walk away with a repaired/new phone in the same visit?
Please give me some answers quickly. If I'm sending it off I want to do it later today.
Many thanks.
98 views and no replies?
Please, I need some advice. If I send my phone later today and then find out on this thread that it was a bad idea, that's gonna really piss me off.
ask for a unlocked one
ajay8055, I'm trusting you... Because you're the only person who replied.
Let's see what happens.
Off to the post office now.
hedgehog90 said:
ajay8055, I'm trusting you... Because you're the only person who replied.
Let's see what happens.
Off to the post office now.
Click to expand...
Click to collapse
It's always fuzzy to have carrier locked phones they end up with problems more often.... And dude before flashing a firmware ask someone of your carrier to see if it works or not.... Preventing is better than cure
So I've now sent it back.
But there was a slight problem, or seemingly so.
In the email, it said this:
You can send the handset off for repair by using one of the below address options:
‘FREEPOST SAMANREP’ (This is a freepost option)
(On the front of the envelope)’
OR
‘A NOVO COMMUNICATION HOUSE (This is a standard delivery option and will be chargeable)
SAMSUNG
VULCAN ROAD NORTH
NORWICH
NR6 6AQ’
Click to expand...
Click to collapse
So, I did the above option, I just put FREEPOST SAMANREP on the envelope. This seemed strange to me at the time. When I took it to the post office, the lady behind the window looked at it and gave me a puzzled/concerned look, and I explained to her the reason behind it.
I sent it anyway.
Won't be too surprised though if it's sent to the return address in a couple days...
What's weirder is googling FREEPOST SAMANREP returns absolutely zero results. Try it yourself if you don't believe me.
What do you think? Weird?
Also, I'd like some reassurance about my return. I'm quite anxious that I'm gonna get in trouble.
I've just done the same thing - sent my phone back to "FREEEPOST SAMANREP" for repair, as instructed by Samsung and printed on their address label. I got alot of resistance from staff at the Post Office, who were convinced that it wasn't a valid address.
Was there a happy ending to your story?
Hi, I have a stock samsung galaxy s3 phone and i heard google now is an amazing feature so i was tempted to upgrade to jelly bean and i used odin to flash my s3 with jelly bean available on sammobile but it came up without network service.
i then tried to flash it to stock firmware but after repeated attemps i could not get network service. tired and without sleep i finally handed it to samsung service centre. Now, i would like to know why this happened and will it get fixed or have i permanently broken something??
It may be modem related. I think you maybe rushed things sending it back to Samsung.
Did you happen to lose your IMEI in the process? An EFS corruption is another possibility, next time make sure to have a proper backup for it.
Anyway, generally speaking, if the phone is able to boot into download mode (and you made the proper backups) you are not totally screwed.
VulguM said:
It may be modem related. I think you maybe rushed things sending it back to Samsung.
Did you happen to lose your IMEI in the process? An EFS corruption is another possibility, next time make sure to have a proper backup for it.
Anyway, generally speaking, if the phone is able to boot into download mode (and you made the proper backups) you are not totally screwed.
Click to expand...
Click to collapse
Phew, thank you thank you thank you for your reply. i heard someone say to me it might be an EFS corruption. probably i did rush into sending it to samsung but i was so nervous and stupid and tired...hoping to get back my phone soon. they take ages to fix anything and service is so bad. nobody picks the phone. no timelines...nothing. Oh by the way i did not make any backups. I just want the phone working again and i dont mind installing all things all over. so is it screwed without a backup?
seedheart said:
Phew, thank you thank you thank you for your reply. i heard someone say to me it might be an EFS corruption. probably i did rush into sending it to samsung but i was so nervous and stupid and tired...hoping to get back my phone soon. they take ages to fix anything and service is so bad. nobody picks the phone. no timelines...nothing. Oh by the way i did not make any backups. I just want the phone working again and i dont mind installing all things all over. so is it screwed without a backup?
Click to expand...
Click to collapse
they just called that the phone is ready. i will go now and see what they have done with it.
Ops always ask xda users first before you take another step which you think is impossible.
Sent from my GT-I9300
hero000 said:
Ops always ask xda users first before you take another step which you think is impossible.
Sent from my GT-I9300
Click to expand...
Click to collapse
Yes, i will do that next time. will post soon what they have done with my phone
seedheart said:
Yes, i will do that next time. will post soon what they have done with my phone
Click to expand...
Click to collapse
I'm just wondering was the phone rooted and did they cover warranty or did you have to pay for the repair? Just wondering exactly where service centers actually stand (not what the book says)
Sent from my GT-I9300 using xda premium
delsus said:
I'm just wondering was the phone rooted and did they cover warranty or did you have to pay for the repair? Just wondering exactly where service centers actually stand (not what the book says)
Sent from my GT-I9300 using xda premium
Click to expand...
Click to collapse
I paid $45 for the repair. got the phone back but its not doing voice calls on network. just data. Need to go back to samsung but what do you think has happened?
IMEI blocked
seedheart said:
I paid $45 for the repair. got the phone back but its not doing voice calls on network. just data. Need to go back to samsung but what do you think has happened?
Click to expand...
Click to collapse
My phone is now blocked by vodafone. IMEI blocked. They wont tell why. Now what do i do?
Check if the imei (dial *#06#) is the same one as on the box or under the battery.
If not and it's not 49.... then the repair shop transplanted a imei from another device which is illegal and can bring both of you in lots of trouble. If it's 49... then the imei is a default one and it's not repaired.
Sent from my GT-I9300 using xda premium
d4fseeker said:
Check if the imei (dial *#06#) is the same one as on the box or under the battery.
If not and it's not 49.... then the repair shop transplanted a imei from another device which is illegal and can bring both of you in lots of trouble. If it's 49... then the imei is a default one and it's not repaired.
Sent from my GT-I9300 using xda premium
Click to expand...
Click to collapse
They said there was a problem with mainboard and they replaced it. Then the GT-I9300 became a GT-I9300 T.
Help!! Anyone...someone...
If it became a i9300T then they have replaced it with an incorrect MB - probably not a biggie as it is the Telstra variant.
I would take it back to them. Tell them they have used the wrong MB AND it isn't working. Handing you back a phone which will not connect requires a pretty good explanation as to why they consider it fixed.
Did you check the IMEI as d4fseeker mentioned? What do you have in there? If Voda have blocked you it is likely they have used an incorrect IMEI when 'fixing' your phone so when you go in act all scared about possible legal problems and if they get sticky tell them you will have to go to the police to let them know because you don't want to get arrested for stealing your own phone.
I'm no expert here, but from what I have read so far I think they have placed you in a very good position - were you to get nasty they'd be in serious trouble, with the law as well as Samsung (if they are an authorised repairer.
Download Lyriquidperfection's EFS Pro and make an EFS backup so you have the evidence, maybe make a nandroid backup as well, then go back, indignation firmly in hand and tell them they didn't fix your phone, and, also, they seem to have used an ilegal IMEI etc.
Of course, if your IMEI is still the same, maybe they've done something else. I'm not sure how they'd do it but maybe if they replaced the MB then somehow put your original IMEI back I'm pretty sure that would show at Voda as being an incorrect IMEI.
Hope that helps...
seedheart said:
Help!! Anyone...someone...
Click to expand...
Click to collapse
What I'm reading is driving me mad.... this happened to me... I have the S3 GT-i9300 and while updraging I had the very same problem. Im on the 3network and when the install was done after 3 times with no network I got worried all I did to rectifie this was to start from scratch wipe cash and wipe the dalvik cash you will now lose evrything unless you did a backup using TB and backing up your desktops. Start from the begining and donot deviate... I used this how to link put the http: before address.. site wont let me do this yet. //galaxys3root.com/galaxy-s3-roms/how-to-install-custom-rom-on-rooted-galaxy-s3/ and it all came up and with my network too... yeah PHEW!!! was my thoughts... but if yours has now been to shop for so called repairs.. and now blocked.. freekin heck.. not sure what they have done.. is it not just your sim thats blocked?
What have you now got to lose... try it..
Loz.
Loz1 said:
What I'm reading is driving me mad.... this happened to me... I have the S3 GT-i9300 and while updraging I had the very same problem. Im on the 3network and when the install was done after 3 times with no network I got worried all I did to rectifie this was to start from scratch wipe cash and wipe the dalvik cash you will now lose evrything unless you did a backup using TB and backing up your desktops. Start from the begining and donot deviate... I used this how to link put the http: before address.. site wont let me do this yet. //galaxys3root.com/galaxy-s3-roms/how-to-install-custom-rom-on-rooted-galaxy-s3/ and it all came up and with my network too... yeah PHEW!!! was my thoughts... but if yours has now been to shop for so called repairs.. and now blocked.. freekin heck.. not sure what they have done.. is it not just your sim thats blocked?
What have you now got to lose... try it..
Loz.
Click to expand...
Click to collapse
In all this process I have successfully gone mad. The IMEI on the box and my phone is different and they told me they replaced the main board for FREE!!. Mainboard costs a lot so i dont understand why would anyone do anything for free. I contacted them and they asked me to talk to the head office. they said its standard process and they cant do anything...Not sure if the police will do anything either. They have lots of other serious issues to handle than a freakin firmware upgrade!! Damn!
seedheart said:
In all this process I have successfully gone mad. The IMEI on the box and my phone is different and they told me they replaced the main board for FREE!!. Mainboard costs a lot so i dont understand why would anyone do anything for free. I contacted them and they asked me to talk to the head office. they said its standard process and they cant do anything...Not sure if the police will do anything either. They have lots of other serious issues to handle than a freakin firmware upgrade!! Damn!
Click to expand...
Click to collapse
Any chance of sending it back to have the original board put back? Or the fact is if they have changed the board it's there duty to hand it back working or the phone back how they got it with little or no charge for labour. This really sounds like a scam deal you got here.
Loz
The only legit way I can think of to replace a MB free is to do a warranty replacement - in which case you should not have been charged the $45 either.
Police aren't the only option, but they are the most serious. It probably doesn't even matter if the cops action your complaint or not, the threat should get some action, but you should save it up till you have had no response on the other alternatives. And if they try to tell you the cops will not be interested, politely explain the cops might be VERY interested in criminal activity that the perpetrators think is incidental.
After all, even Interpol gets interested in phone scams of this nature. The potential for terrorists to use such altered phones to avoid scrutiny is enough to kick security into high gear, and if your local cops don't think of it you can always say, in a rather timid manner , I'm just worried they may be producing untraceable phones for criminals - I'm betting the cops would be knocking on the service guys door before you got to the front door of the cop shop.
But, before that you can talk to Voda or a Samsung centre and mention you got your IMEI changed and now your service provider has cut you off. I'd imagine they would be most interested in the details of the service people.
And you do't even have to threaten the service guy, just say, when you get no helpful fix, 'I guess I will have to talk to Vodafone or Samsung to get things restored - who should I tell them to talk to here to get things cleared up?'
Another question is whether the service place is where you got the phone. If not, talk to the vendor and explain that the service has done strange things to your phone and charged you extra for a warranty job (if that's the case) - they may want to change who they use for servicing.
I've got almost no experience in the phone side but after 25 years doing Desktop Support for PC's I can tell you that you are in a solid position - one way or another, these guys have done a shoofty and that leaves you holding the cards. Just stay calm and don't make threats, just comment about what you will have to do next.
For example, with the service guy, you could say, 'So I guess the next step is to talk to the cops - whoever got you the MB could be getting them illegally seeing the IMEI doesn't work. Do the police talk to you or do you have someone else who does the ordering?'
Your case Is similar like me but I am getting no service......no calls no texts after flashing UK Rom
Sent from my GT-I9300 using xda premium
Journyman16 said:
The only legit way I can think of to replace a MB free is to do a warranty replacement - in which case you should not have been charged the $45 either.
Police aren't the only option, but they are the most serious. It probably doesn't even matter if the cops action your complaint or not, the threat should get some action, but you should save it up till you have had no response on the other alternatives. And if they try to tell you the cops will not be interested, politely explain the cops might be VERY interested in criminal activity that the perpetrators think is incidental.
After all, even Interpol gets interested in phone scams of this nature. The potential for terrorists to use such altered phones to avoid scrutiny is enough to kick security into high gear, and if your local cops don't think of it you can always say, in a rather timid manner , I'm just worried they may be producing untraceable phones for criminals - I'm betting the cops would be knocking on the service guys door before you got to the front door of the cop shop.
But, before that you can talk to Voda or a Samsung centre and mention you got your IMEI changed and now your service provider has cut you off. I'd imagine they would be most interested in the details of the service people.
And you do't even have to threaten the service guy, just say, when you get no helpful fix, 'I guess I will have to talk to Vodafone or Samsung to get things restored - who should I tell them to talk to here to get things cleared up?'
Another question is whether the service place is where you got the phone. If not, talk to the vendor and explain that the service has done strange things to your phone and charged you extra for a warranty job (if that's the case) - they may want to change who they use for servicing.
I've got almost no experience in the phone side but after 25 years doing Desktop Support for PC's I can tell you that you are in a solid position - one way or another, these guys have done a shoofty and that leaves you holding the cards. Just stay calm and don't make threats, just comment about what you will have to do next.
For example, with the service guy, you could say, 'So I guess the next step is to talk to the cops - whoever got you the MB could be getting them illegally seeing the IMEI doesn't work. Do the police talk to you or do you have someone else who does the ordering?'
Click to expand...
Click to collapse
what does a "/03" at the end of the IMEI number indicate??
Please see the following thread
http://forum.xda-developers.com/showthread.php?t=1918601
Does anyone know how to go about using the warranty if needed from the States? Ordered my Z2 and I was in the Sony Store the other day and they told me that they can't do anything about it cause the phone isn't released here yet. I just wanted to know in case my device is either DoA or has one of the issues everyone keeps talking about. Hope everything is all good though.
xAjCx said:
Does anyone know how to go about using the warranty if needed from the States? Ordered my Z2 and I was in the Sony Store the other day and they told me that they can't do anything about it cause the phone isn't released here yet. I just wanted to know in case my device is either DoA or has one of the issues everyone keeps talking about. Hope everything is all good though.
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You could go with 3rd party warranty.
Sony US would most likely not warrant it anyways because the phone not from Sony US. It will need to be sent back to the country from where the phone was purchased from. For example, if the phone was from Sony Canada (since they sell the phone now), it will have to be sent back to them for warranty.
Sango2 said:
You could go with 3rd party warranty.
Sony US would most likely not warrant it anyways because the phone not from Sony US. It will need to be sent back to the country from where the phone was purchased from. For example, if the phone was from Sony Canada (since they sell the phone now), it will have to be sent back to them for warranty.
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sounds like a hassle to me.. I ordered from swappa so tbh idk where its coming from
xAjCx said:
sounds like a hassle to me.. I ordered from swappa so tbh idk where its coming from
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In a way it is, that is one of the things to keep in mind if you get a product which is sold in another country, unless the manufacturer said they will warranty it in other countries.
That is the reason why I mentioned, you could get a 3rd party warranty, so this way you can get some coverage.
I think you can find out where the product came from by looking at the product box and the menu contents inside once you receive it. For mine, when I got my Z2, I thought mind was going to be the UK. After looking at the box on one of the sides, it said "EN, ZH" and Chinese writing translation for the Black color; and the quick user guide and support information had Hong Kong contact information which let me know that this unit is from Sony HK.
Well I called today to get some help with my Z2, which I posted about, they told me they can't help because the service department doesn't have the parts yet (due to it not being available in the US yet). They said they don't know when they would get any, but it being from another country wasn't the reason they couldn't help. They suggested calling the UK or Taiwan, which will be a hassle.
Ok so ive read alot from the pro devs and people on the forums that unlocking your bootloader most "likely" wont void your warrenty esp. if you just relock it by restoring your TA backup and your carefull and clean about it but i have two problems with believing this. They are as fellows.
cant the sony apps just check for root and send a message
the service app knows if its unlocked and since youve entered your imei number to get your key again coulddnt sony send a message with your imei number
isnt the accounts linked between sony and google shared in the least which means the above questions can be passed on with google to sony
according to sony even if it doesnt void the warrenty that you agree to pay an additional repair fee for modified software.
Lets not beat around the bush and just say it would more than likly void your warrenty or at least have some cost. sorry if ive missread items on the forums but if i have read correctly or others have missunderstood as i may have hipefully this clears the air. Cause after all sony is company to make money but to make money they have to keep us happy so i am more than happy to admit i dont have a clue where it lies but i was about to unlock my boot loader when there was all these disclaimers which kinda scared me. my phones already rooted though so i may have already broken those disclaimers. END RANT.
Rooting is fine, as to my knowledge. It's unlocking the bootloader that you lose your "DRM" keys and thus lose warranty. But from what I've read, very few service centers check for that anyway. If all goes downhill, play the ignorance card and pretend that you do not know a thing about that. I'm fairly new to the whole rooting/unlocking scene and still learning, just as you. Also, from what I've been told, you have little to worry about if you have rooted/unlocked your phone.
As far as I understand you only have to pay if your issue is a software fault aka your fault not sonys. A hardware fault is a hardware fault irrelevant of software
I remember someone posting a thread about sony refused to service his phone without a charge for a hardware fault because of the bootloader was unlocked. That's in Australia tho. Not sure how somewhere else is like.
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jeremy.shi said:
I remember someone posting a thread about sony refused to service his phone without a charge for a hardware fault because of the bootloader was unlocked. That's in Australia tho. Not sure how somewhere else is like.
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That's about right. Australia's not the most customer service friendliest country to be in (with literally less than a handful of exceptions, and this is across ALL industries, be it hospitality or electronics.)
The usual immediate reaction to most warranty claims are "you've done something with the phone to cause this," followed be "prove you haven't done this and we'll accept it, unless we can prove the opposite."
Happening with me and my current phone (samsung s3,) which is why I'm on this neck of the woods with the forum as I'm looking or a new phone.
grungypoo said:
That's about right. Australia's not the most customer service friendliest country to be in (with literally less than a handful of exceptions, and this is across ALL industries, be it hospitality or electronics.)
The usual immediate reaction to most warranty claims are "you've done something with the phone to cause this," followed be "prove you haven't done this and we'll accept it, unless we can prove the opposite."
Happening with me and my current phone (samsung s3,) which is why I'm on this neck of the woods with the forum as I'm looking or a new phone.
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Well, I don't know. Maybe I'm just lucky. Shops in my suburb offer pretty good customer service. Those people over the phone from my bank, NAB, couldn't be friendlier...the time I had really bad customer service was with Vodafone, but they were not based in Australia. I guess that doesn't count.
Anyway, if after-sale service is what you are looking for, get a nexus from google play store. They are pretty much like Apple I heard. They send you a replacement if there's anything wrong and then you send your phone to them, but you have the get the phone from play store directly in order to get that kinda service. Otherwise, you will be stuck dealing with LG.
I have received really good customer service from Apple, but I guess most people here are mostly android fans.
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jeremy.shi said:
Well, I don't know. Maybe I'm just lucky. Shops in my suburb offer pretty good customer service. Those people over the phone from my bank, NAB, couldn't be friendlier...the time I had really bad customer service was with Vodafone, but they were not based in Australia. I guess that doesn't count.
Anyway, if after-sale service is what you are looking for, get a nexus from google play store. They are pretty much like Apple I heard. They send you a replacement if there's anything wrong and then you send your phone to them, but you have the get the phone from play store directly in order to get that kinda service. Otherwise, you will be stuck dealing with LG.
I have received really good customer service from Apple, but I guess most people here are mostly android fans.
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Well I definitely think that Apple has their warranty service down to a tee.
I also think that Telstra's doing this too. What they're doing is creating an extra layer, where they just pretty much "accept" any errors, send it to warranty department to sort out and let you know what the result is. None of this "well, I think you're trying to screw the system, etc etc" talk.
Makes it alot easier. I was at the samsung experience shop and was told by someone who had no tech idea (in the tech/warranty support section, mind you) that I've tampered with the phone and there is no way it will be fixed under warranty, in an attempt to make me feel bad and walk away from trying to get a hardware error (power button,) fixed under warranty. When I tried to explain to them how the bootloader works and how you can reset the counter, they took it as an act of aggression and told me flat "no, you can hand it in but we'll know. Your risk."
I mean, there's no need for that as the phone's going to repair centre to get looked at but they just need to get that swipe in definitely doesn't help add to the customer service experience. But that's pretty much how it is for customer service in Australia.
grungypoo said:
Well I definitely think that Apple has their warranty service down to a tee.
I also think that Telstra's doing this too. What they're doing is creating an extra layer, where they just pretty much "accept" any errors, send it to warranty department to sort out and let you know what the result is. None of this "well, I think you're trying to screw the system, etc etc" talk.
Makes it alot easier. I was at the samsung experience shop and was told by someone who had no tech idea (in the tech/warranty support section, mind you) that I've tampered with the phone and there is no way it will be fixed under warranty, in an attempt to make me feel bad and walk away from trying to get a hardware error (power button,) fixed under warranty. When I tried to explain to them how the bootloader works and how you can reset the counter, they took it as an act of aggression and told me flat "no, you can hand it in but we'll know. Your risk."
I mean, there's no need for that as the phone's going to repair centre to get looked at but they just need to get that swipe in definitely doesn't help add to the customer service experience. But that's pretty much how it is for customer service in Australia.
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Saying about Telstra, just not long ago, a guy on WP posted something about their warranty policy. He said he was asked to sign a piece of paper to declare that if the fault was determined to be caused by the user, he would be charged for the service. I guess they just don't say it out loud to you. Instead, they ask you to sign a legal document that is pretty much an open cheque. However, I never had any personal experience with them. It's just what I read on the internet.
jeremy.shi said:
Saying about Telstra, just not long ago, a guy on WP posted something about their warranty policy. He said he was asked to sign a piece of paper to declare that if the fault was determined to be caused by the user, he would be charged for the service. I guess they just don't say it out loud to you. Instead, they ask you to sign a legal document that is pretty much an open cheque. However, I never had any personal experience with them. It's just what I read on the internet.
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Sounds about right, and that's pretty standard tho'.
I think it's better that way because the techs make the decision based only on the phone they see, not the person who has it.
The only part I'd have a problem with is if they charge people automatically as opposed to giving them a quote first. But then again it stops people from "trying to get it fixed under warranty," if you know what I mean.
In any case, I was at the Samsung shop again today and they guy asked questions about the phone. At first the phone seemed like everything was working, which embarrassed me and had the guy asking if I got the phone wet, but then it started bootlooping, so they swapped it for another phone. I'm still looking at getting a z2 tho'.
hey thanks for the info but has anyone had any reports for hardfaults directly with sony becuase sonys websites say there may be a charge just for unlocking it but they arnt clear?
Why would one unlock the boot loader?
firecard said:
Why would one unlock the boot loader?
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To install a custom ROM.
grungypoo said:
Sounds about right, and that's pretty standard tho'.
I think it's better that way because the techs make the decision based only on the phone they see, not the person who has it.
The only part I'd have a problem with is if they charge people automatically as opposed to giving them a quote first. But then again it stops people from "trying to get it fixed under warranty," if you know what I mean.
In any case, I was at the Samsung shop again today and they guy asked questions about the phone. At first the phone seemed like everything was working, which embarrassed me and had the guy asking if I got the phone wet, but then it started bootlooping, so they swapped it for another phone. I'm still looking at getting a z2 tho'.
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I went to Telstra today to get my phone fixed as Sony advised me that the issue I had was likely to be a hardware problem. It went really well. He did play around with it a bit and verified the problem. He said I would get a brand new unit within a week and he didn't ask me to sign anything. Hopefully I can get my hands on a perfect one soon.
You didn't sign anything? So basically there's no official record of them taking your phone, hopefully all goes well but if not your screwed :-/
Hmm... did he even fill anything in on the computer systems?
Hopefully you remember the guy's name and when you came in if it goes awry.