Hi! I send an email with photos to lg customer service about my problem, but the answear is disappointing. This phone have only 4 months. Do you have the same defect on your devices?
This is an answear from lg:
With regards to your query of the backlight bleeding you have noticed on your LG G2 telephone this issue has been examined by our technical support. Unfortunately it has been determined that this form of backlight bleeding falls within the specifications of our product. This means that your telephone can not be repaired within the factory guarantee. Ofcourse you can have your telephone repaired outside the factory guarantee. This will result in researchcosts and repaircosts. I trust we have informed you adequately. Kindest regards, Ezra Duister Customer Service Representative LG Electronics Benelux Sales B.V.
JayPritchett said:
Hi! I send an email with photos to lg customer service about my problem, but the answear is disappointing. This phone have only 4 months. Do you have the same defect on your devices?
This is an answear from lg:
With regards to your query of the backlight bleeding you have noticed on your LG G2 telephone this issue has been examined by our technical support. Unfortunately it has been determined that this form of backlight bleeding falls within the specifications of our product. This means that your telephone can not be repaired within the factory guarantee. Ofcourse you can have your telephone repaired outside the factory guarantee. This will result in researchcosts and repaircosts. I trust we have informed you adequately. Kindest regards, Ezra Duister Customer Service Representative LG Electronics Benelux Sales B.V.
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Click to collapse
What sort of "bleeding" are you exactly talking about? I don't really see anything wrong with the device. When people tend to refer to the light bleeding they mean it is coming from the space between the glass and the phone casing. Help us understand what exactly is wrong in the photos.
On the first photo, its the brighter stripe on top of screen, and on the bottom it lools like lot of tiny flashlights shining. Its more visible on colors...
I have the same bleeding at the top of the display since my G2 came back after being repaired (broken glass). So I sent in the G2 again for repair, this time on warranty, and got a new mainboard.
It's not that bad, but still annoying, especially because I paid 145€ for a new Display and some other modul.
But i don't understand why LG want from me a payment for the repair? It's weird becouse i have a warranty...
I don't know. I also think that backlight bleeding is a defect, but LG unfortunately does not think so.
I had same problem with my G2. I had this brighter stripe on the top side of the display.
I sold my G2 (16 GB), bought other G2, this time 32 GB and display is without this stripe. So it is like lottery, when you buying this phone.
Lg greece repaired mine which had way less obvious bleeding than yours, no questions asked, i don't know why they are asking you to pay for it...
Related
So, I sent in my s4 for repair to the repair center in Texas and it seems to have been reviewed. I was told before to send it to them from the Verizon store because I noticed a bubble probably the size of a sesame seed (or smaller) at the top left of the screen. The representative at verizon said that it was most likely a defect in the pixels and to send it in to be looked at. So I did that and sent it in about a week ago and they have put on the repair status Screen / Display / LCD / Touch Panel / LED / LCD Discoloration HPZ31 and they have attached a price of $200 to repair it! I most definitely won't pay this price, if this issue won't cause any long term damage in the future, because it is such a small dot that you can barely see and would not be worth the cost.
I was told that this issue should be covered by the warranty, however because it shouldn't have been caused by physical damage. I have not damaged my phone at all (only accidentally dropped the phone once when it fell out of my pocket on my driveway and the screen wasn't damaged at all or the phone itself.) My phone has always been protected by a case and screen protector btw. So, would there be any way to get this issue repaired without being charged? I haven't called Samsung yet, but plan on calling them tomorrow. Any advice or help will be greatly appreciated and thank you for your time and patience!
If it's that small an issue I don't think I would worry about it imho. Of course now that you know it's there it probably bugs you a bit, lol. Is it worth 200 bucks to stop it from bugging you. Does it interfere with the color display at all, like when the phone is being used is it more visible or is that the only time it is visible. ??
So I had been considering getting a warranty replacement for my phone over the last few weeks. I have a 14w19 phone that's been having overheating issues with the camera and in general (wifi, GPS, 4g, etc...). I also have 1 dead pixel out of the box (which doesn't bother me but it's there).
The problem is I went mountain climbing, and while near the summit, a rescue helicopter came over and landed right next to me (to pick up an injured person). Fascinated, I started recording 4K video with my phone. Having never been this close to a flying helicopter, I was surprised by the force of the wind it made and how hard it blasted the small little rocks from the ground. With my body turned, I still recorded the event, and found out later that a rock had cracked the back glass of the phone. I can't feel it with my finger, barely with my fingernail, but I don't feel comfortable taking it under water (which is a real bummer).
Any idea if Sony would still replace it?
whiteblazer01 said:
So I had been considering getting a warranty replacement for my phone over the last few weeks. I have a 14w19 phone that's been having overheating issues with the camera and in general (wifi, GPS, 4g, etc...). I also have 1 dead pixel out of the box (which doesn't bother me but it's there).
The problem is I went mountain climbing, and while near the summit, a rescue helicopter came over and landed right next to me (to pick up an injured person). Fascinated, I started recording 4K video with my phone. Having never been this close to a flying helicopter, I was surprised by the force of the wind it made and how hard it blasted the small little rocks from the ground. With my body turned, I still recorded the event, and found out later that a rock had cracked the back glass of the phone. I can't feel it with my finger, barely with my fingernail, but I don't feel comfortable taking it under water (which is a real bummer).
Any idea if Sony would still replace it?
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Click to collapse
Where did you get your phone from, Sony would no doubt fix your device it's just they would probably charge you for it obviously.
If you got it by carrier explain this to them and they might fix it also but there should be a cost no matter where you got it from
??
Sent from my D6503 using Tapatalk
Good to know. I don't mind paying for the repair or glass (it's not the Sony's fault I chase adventure and don't want a case). I'm in the USA and purchased the phone from Clove UK in May.
Please post question in the Q&A section
You will receive help and answers much more quickly if you post in the correct section
Thread moved
http://stellatech.com/sony-d6503-xperia-z2-back-cover-(black),a,en,817089.html
So the glass got significantly worse and I'm in need of repair. I'd prefer to send it in to Sony and not do it myself; does anyone have contact info for Sony USA department that would fix this? Also, any idea on turnaround time?
For anyone else that may need the info:
(866) 766-9374 - Xperia support
Loretto, TX Warranty repair - (866) 357-6230 technician direct
Hello my friends!
I haven't been posting on XDA for quite a long time but I thought I had to share this with you. About a year ago, I bought a OnePlus One and I was happy with the device itself and CM 11 and 12 as well. However, this summer in July, the microphones of my OPO stopped working during calls.
I started to do some research and found a few threads on the OnePlus forum and on XDA from users complaining about the same problem. The microphone suddenly stopped to work during calls and the person on the other phone could not hear anything. The only workaround is to switch to speaker mode. Some other users also posted workarounds and potential fixes for the well-known issue. I tried all of them but none of them worked. Here are links to some of the threads I am referring to:
OnePlus Forum
XDA
reddit
So as you can see, this is quite a common problem and therefore probably known by OnePlus. Since none of the mentioned fixes helped
and flashing different ROMS did not improve anything I started to get in touch with the OnePlus customer support. Before owning the OPO I had several HTC and Nexus devices and I already had to deal with the HTC support twice because of two hardware failures. The HTC support was surprisingly friendly and simple to deal with, so I figured, contacting the OP support would not be a big deal. I would be proven wrong in the next weeks...
I first contacted the OP support on the 16th of July. I provided them with a detailed error description, a few pics of my device with a timestamp to provide proof of ownership and the request to repair or replace my phone since it was still covered under the 1 year warranty. Shortly after, I received a reply from the support staff in which they asked me to provide a few more details (OS and Android version, CM or Oxygen, etc) which I did instantly.
Then I was forwarded to a "OnePlus tech specialist" who gave me instruction to flash a version of Oxygen OS and to run a microphone test, which of course I did as well. Like I expected, the issue did not disappear magically and I got a reply that a "OnePlus level 2 tech specialist" would have to connect himself to my PC via a secure software and try to fix my phone. They called this remote session. I had to book an appointment for this remote session.
By this time I was already getting quite angry at Oneplus, since it seemed like they were ignoring my actual issue and my request for a warranty covered replacement or repair. I told them that I did not expect that this remote session would help, since I was quite sure that it was a hardware fault. However, they insisted that I had to book this remote session, which turned out to be quite difficult. There were no free slots for the next two weeks. Luckily a slot was suddenly available in the next week when I checked the booking reservations for the tenth time and I managed to book it. Since the time slot was 11AM I had to take half a day off my work to make it to the appointment. A few minutes before the session should have started; I got an email from support to download the necessary software for the session, which turned out to be Teamviewer! I thought this was a bad joke. Teamviewer was their idea of a secure remote session software. I downloaded it anyways (what other choice did I have?) and waited for the level 2 tech. And I waited. After half an hour I wrote to the support that no one showed up yet although my time slot was already almost over. After almost 30 more minutes the tech finally connected herself to my PC. I told her, that she was not allowed to do anything on my PC without my permission since there was confidential data of my clients stored on the PC, to which she agreed to. The session however was a pure joke. After installing some Qualcomm drivers and rebooting my PC and plugging in and out my device about 100 times, she said that my device was indeed broken and that I would now be forwarded to the RMA department.
Almost three weeks, many pointless arguments with the support and this joke of a remote session, after I started contacting the support, I was finally granted an RMA repair/replacement. I thought that it would now finally be over and I would get back a new or repaired device. WRONG. But more to that later.
I got instructions to prepare the package to ship it to the 1+ repair center in the UK. I was told I would have to fill out an online form for DHL since they would come to my house and pick up my device. I filled out the form and was expecting a phone call to fix a time where they would come by as promised by 1+ and DHL. Well, I was at work on a Monday morning and suddenly without a phone call or any notification, a DHL delivery guy showed up at my house. Luckily someone was at home who gave him the package. However, the DHL guy asked for an address, which the person at home did not know, so they called me. Now I had to explain to the guy that I had no idea what the address was because I never got one from 1+. They said that DHL would have the address. So after around half an hour, I was notified that the DHL guy took the parcel with him after with him after he got a call from DHL who said that they knew the address.
The next day, the same DHL guy showed up at my house again (again w/o calling) because he got another order to pick up my phone which he did already yesterday...
After around a week of silence, I was notified from support that they received my package and ran it through a first stage inspection where they detected a water damage. They told me, they would send it to a secondary inspection to verify if it is really a water damage. I could not believe that my phone really had a water damage because I am very careful with my devices and I knew that I never exposed my 1+1 to water or some sort of steam or extreme moisture in general. A few days later they sent me the second inspection report which of course confirmed the water damage and thus my warranty covered RMA was denied. I told them that this could not be possible because I couldn't imagine how my device would have gotten anywhere near water. The next weeks I was arguing with several support members (they changed their names randomly and I had no idea who would reply anymore). I was basically given 2 options: pay 213€ for a repair or pay 45€ of shipping costs to get back the defect device.
After around 3 weeks (they often ignored me for days) I was so frustrated with the company and the way they treated me that I just wanted to get back my device and hence I paid the horrifying 45€ shipping costs (UK-Austria normally costs 12-20€ for a package of this size).
During those three weeks I was doing some research about 1+ RMA denials and look what I have found:
here: reddit
and here: reddit #2
and here: reddit #3
and here(!): reddit#4
So apparently, many users got their RMA denied because of water damage although they never exposed their device to water. There seem to be two water damage indicators (little white stickers that turn red when they are in contact with water) inside the 1+1, one in the headphone jack and one at the bottom of the phone underneath the buttons. Some people were smart enough to take photos of their white indicators before shipping the device off to RMA repair and received an inspection report with a photo showing red indicators, when they got their RMA denied. So these indicators *somehow* seem to have turned red.
After finding this, I was relatively shocked. I mean, I was mad at 1+ for their incompetent customer service but I couldn't believe that so many people had the same struggle and some even have proof that they were falsely accused of being responsible for the water damage. Unfortunately, I was not clever enough to take my phone apart and take pictures of the water indicators but I cannot imagine that they were red when I shipped the device off. Unfortunately I cannot proof anything.
After talking with two lawyers, we came to the conclusion that pursuing further legal options would be very difficult, considering that the law in Hong Kong where 1+ is located is probably completely different. Furthermore it would cost too much and my chances of winning wouldn't be high since I did not have any evidence except many reports of other people with the same problems from the internet.
Now after more than 2 months of arguing with the support I decided to pay the 45€ shipping costs and I'm probably going to sell the defect device but you can be sure, that I'll never buy anything from this company again. I can't proof anything but their warranty denials seem.... shady.
Now, I really hope that you never have to deal with the 1+ customer support because it is simply horribly. They have no idea what they are talking about, they just send copy and pasted replies and often they don't read your replies at all, they ignore you for days, their procedures are extremely complicated and they deny warranties in many(!) cases without a proper reason. Sometimes even, although there is proof that says otherwise.
If you consider buying a 1+1 or 1+2, be warned because the same thing can happen to you. It happened to many people and it will probably happen again.
If you are going to ship off your device to RMA, be sure to take as many detailed, high-res photos as possible of the outside AND of the inside of the device. Be sure to check the water damage indicators and take a good picture of them. Also write today’s date and your name on a piece of paper and photograph it with your phone so that you can proof that the pictures are yours.
TL;DR
Microphone doesn’t work during calls; contacted 1+ customer support; complicated and pointless tries by 1+ to fix phone w/o RMA; after weeks: RMA granted; shipping difficulties; RMA denied because of water damage; many other users also got RMA denied because of water damage despite of proof that there was no water damage; 1+ RMA denials seem shady (see links);
Would have been better you just buying the microphone part online and replacing yourself. But sorry for your trouble and oneplus cs is trash! We all know this.
anyone have pictures with the exact locations of the op2 water damage indicators?
Weird0ne said:
anyone have pictures with the exact locations of the op2 water damage indicators?
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Click to collapse
That would be important to know........we all can possibly use it one time..
Stefan McSleaze said:
That would be important to know........we all can possibly use it one time..
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i mean like, i just wanted to use them as reference and see them on mine myself
Yup I agree with you. OnePlus customer service is the worst and I would never buy a phone from their company in the future. 1+2 will be my last phone from them.
OnePlus isn't the only manufacturer that does this sort of thing.
http://forum.xda-developers.com/note5/general/note5-handle-water-t3211495
Can't be a faulty microphone if it works ok in speaker mode, there isn't a separate different mic for use in different modes (I would have thought).
Weird0ne said:
anyone have pictures with the exact locations of the op2 water damage indicators?
Click to expand...
Click to collapse
I can't post pictures at the moment since my 1+1 is still being shipped back to me but iFixit describe the location of the one indicator at the bottom of the phone in step 15 of their teardown. The other one can be spotted with a bright light when you take a close look into the headphone jack. It rests just a few milimeters inside of the jack. I might post some images when I receive my device.
I don't know how many indicators can be found inside the 1+2 or where they are located.
Troute said:
Can't be a faulty microphone if it works ok in speaker mode, there isn't a separate different mic for use in different modes (I would have thought).
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As far as I know the 1+1 has three mics. During a call (without speaker mode) the main mic is used to capture the voice while the two other mics are used to cancel out noise. When speaker mode is turned on the noise cancelling is turned off and hence only the main mic is used. At least that is how I have read it somewhere. So my guess is that one or two of the secondary mics are somehow damaged and therefore the noise cancelling cancels out too much/everything instead of just the background noise. This would explain why speaker mode works and why voice recording apps work properly as well.
I wanna bring as much attention as possible to this bad joke of a customer support , so if anyone is interested in spreading the word please do so! I already contacted serveral tech sites, let's see if they'll write something about it.
lms24 said:
I can't post pictures at the moment since my 1+1 is still being shipped back to me but iFixit describe the location of the one indicator at the bottom of the phone in step 15 of their teardown. The other one can be spotted with a bright light when you take a close look into the headphone jack. It rests just a few milimeters inside of the jack. I might post some images when I receive my device.
I don't know how many indicators can be found inside the 1+2 or where they are located.
As far as I know the 1+1 has three mics. During a call (without speaker mode) the main mic is used to capture the voice while the two other mics are used to cancel out noise. When speaker mode is turned on the noise cancelling is turned off and hence only the main mic is used. At least that is how I have read it somewhere. So my guess is that one or two of the secondary mics are somehow damaged and therefore the noise cancelling cancels out too much/everything instead of just the background noise. This would explain why speaker mode works and why voice recording apps work properly as well.
I wanna bring as much attention as possible to this bad joke of a customer support , so if anyone is interested in spreading the word please do so! I already contacted serveral tech sites, let's see if they'll write something about it.
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I was trying trying to find the one in the headphone jack but it's really hard to see even with a flash light. Not sure what I'm even looking for the.
Weird0ne said:
I was trying trying to find the one in the headphone jack but it's really hard to see even with a flash light. Not sure what I'm even looking for the.
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Click to collapse
Well, you are looking for a white small sticker (or red in case it got in contact with water). If you're using a 1+2 I can't tell you for sure if it is even there.
I was also denied a legitimate rma request. A lot of friends and family members bought oneplus ones on my recommendation, so I'm pretty salty over this.
lms24 said:
Well, you are looking for a white small sticker (or red in case it got in contact with water). If you're using a 1+2 I can't tell you for sure if it is even there.
Click to expand...
Click to collapse
The only one I found was under the back cover on bottom left screw. Not sure if there is another after disassembly.
I had the exact same issue, but i never bothered to contact oneplus about it. I just bought the board required and replaced it myself. I haven't had a warranty repair in close to 8 years.
I wonder if OnePlus customer service is reading this thread and rethinking their policies and practices? When my screen broke on my 1+1, i just sold it knowing how bad service was and went back to my Nexus5
This thread caused me to NOT buy a 1+2 when my invite finally showed up.....
I still really want one, but considering 2nd hand now knowing that we basically are on our own.
Hg
Sold my 1+1 to buy a 1+2.
Decided to purchase the Z3 Compact to hold between them (delivery takes ages to Brazil) but now I'll probably keep the Z3.
I like the 1+1 a lot but if the brand doesn't support their customers I won't support the brand too.
Where did you purchased the board?
Zero problems with 1+1 and 1+2! Awesome phones.. (and no, not a fanboy)..
I too had the microphone problem and I also had to endure a ton of mails to support and the remote session... In the end nothing they suggested fixed it (shocker!) and I could send it in for RMA. Fortunately they sent me a new phone which I promptly sold. The whole thing took months.
REPTORO said:
Zero problems with 1+1 and 1+2! Awesome phones.. (and no, not a fanboy)..
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What does this comment have to do with anything in this thread?? OP is saying that if you ever have a problem, this company won't give a crap. Hope your phone has a problem soon so that you know what you are dealing with.
Sent from my SAMSUNG-SM-N920A
I am totally devastated, dropped my precious V30, usually with the case and the great care I usually take the fall is never particularly bad and even now the phone does not have a single scratch on it. It fell from almost waist height flat on the screen. I picked it up, screen was intact and it had a few discoloured pixels almost like dead pixels in the top right corner. Too my dismay however a few hours later this had turned into a small rectangle box completely black no pixels which over the next few days turned into larger black patch with rounded edges. At this stage it was manageable I could bring myself to accept it but after a few more days the screen started flickering white when the phone was switched on and off and now it flickers on occasion constantly sometimes not. What do you guys think are my chances of getting this repaired on warranty, it is rooted, but I can return to stock. I have a p20 pr but the audio is just so far away from the quality the LG provides.
If not what is it likely to cost via LG. I don't really want to send it to a back street repair shop after the experience I had with a replacement screen on a G1(2008), they often don't repair it neatly. Yes that's the only other time when I have ever cracked a phone screen.
LG charged me $146 to replace the cracked display on my wife's LG V30. It was considered an out of warranty repair.
I shipped it to them in Texas and the $146 even included them shipping it back via FedEx.
I told about it here, about halfway down the first page...
https://forum.xda-developers.com/lg-v30/help/ive-sent-phone-repair-warranty-theyre-t3838980
I had to pay to ship it to them, but they shipped it back for free. I called them on the phone, they quoted me the price, I paid them on the phone. They emailed me the address.
ChazzMatt said:
My wife cracked display on her LG v30 US998, something which is not covered under warranty. So I sent it to LG for an out-of-warranty repair, which cost $146 US dollars + my own UPS shipping to LG in Texas. So $164 total. They replaced the display, and my payment to them even included FedEx shipping back to me! It took a week, I got it back a few days ago, it's as good as new.
While it was gone, I switched her over to one of the Sprint LS998 V30+ that I bought cheap off eBay, which I converted to US988 V30+, which DOES have bootloader unlocked. Her V30 was not bootloader unlocked, and is still under the 2 year warranty, but dropped/cracked displays aren't covered under warranty.
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Click to collapse
ChazzMatt said:
Since I knew the severely cracked display wasn't covered under warranty, first I went to one of those cell phone display repair franchises. They said they can't source this display and that I needed to send it to LG. So I called LG customer service, I told them the problem, they said it wasn't covered under warranty -- but said they offered out of warranty display repair for $146. And that I had to ship it to them. I said OK.
Sent via open market LG US998 V30/V30+
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ChazzMatt said:
LG customer service gave me that price over the phone before they even saw the damaged display.
The actual repair receipt is vague. Lists serial, IMEI, etc and says
SYMPTOM: EXTERNAL PHYSICAL DAMAGE TO THE PHONE.
REPAIR: physical damage.
Warranty type: out of warranty
Lists date received, date returned.
I would post a screenshot but I would need to block off all the serial and IMEI and stuff.
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Click to collapse
Thanks Chazz, I'm guessing it won't be much different in the UK, I'll put in a out of warranty repair request.
Jonnibravo said:
Thanks Chazz, I'm guessing it won't be much different in the UK, I'll put in a out of warranty repair request.
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Copied and pasted details above. Maybe I lucked out, by calling LG customer service (instead of online chat, etc.) I told them the phone was under warranty but was a cracked display. They said that wasn't covered under warranty (which I already knew), but I told them I still needed it repaired, please. So, they asked if I would authorize and pay for an out-of-warranty repair? I said, yes, how much? They consulted and said $146. At that point, they hadn't even seen the phone.
So, I said OK, got put on hold for like 10 minutes -- thought I had been disconnected, but luckily I didn't hang up. A customer service rep with Korean accent then came on and took my credit card number. They said they would send me email confirming this, but they didn't, initially.
(I did have a PayPal email receipt, so I had proof.)
I called them back two days later, and fortunately I had kept the incident number (I had written it down on a fast food coupons page). I referenced that, and then they sent me the email with the shipping address. I had already paid, I just needed the address to send the phone, which turned out to be in Texas.
Thanks so much for this post. I dropped my 2-wk old V30 resulting in a severely cracked display. Sent it for a repair by requesting the service online (lgmobilerepair.com) and got the phone back as a brand new phone. Took some time due to the holidays but the phone arrived within 3 days after the repair was completed. Luckily, my credit card company covered the bill under the purchase protection.
I got my screen replaced from my old V30. Although they are supposed to glue it shut with same materials my repaired device didn't retain IP68. A quick splash of water to wipe the screen, a few days later I see some fog in my front camera. Just don't test the limits of repaired device IP rating.
ZS600KL screen went dark. No damage. Tried soft and hard resets but nothing appears on screen. I hear noises but zero picture. Battery fully charged. Any ideas?
1. Turn off the battery.
2. After charging, turn on the power again.
I charged all night. Light in top left is green. Turned on power, phone made the turn on sound, but no picture. Screen dark.
I recommend submitting an ASUS RMA to get it repaired.
OK, I had a session with ASUS online support, and I was told to send the unit in for repair. I sent it in, and just received a quote for $490! The email quote fro ASUS did not specify WHY I was being charged. It simply had a boilerplate statement that either the phone was out of warranty or it had physical damage. THERE WAS NO PHYSICAL DAMAGE TO THE UNIT AND IT WAS CLEARLY UNDER WARRANTY (purchased November 2018 from Amazon with US warranty, never dropped it, not even a scratch except a few superficial scuffs on the back which are due to the nature of the phone itself). I submitted a protest with ASUS and I am absolutely enraged! The protest form required me to choose whether I was protesting because the phone IS UNDER WARRANTY or because there IS NO PHYSICAL DAMAGE. But since I wasn't told the reason, how can I choose? So I arbitrarily choose the the phone IS UNDER WARRANTY.
This is absolutely terrible customer service. I pay almost $900 for a phone, it lasts for four months, and now I am battling with the manufacturer who wants me to pay another $500 rather than honor the warranty.
So ASUS sent me pictures of damage to a phone, BUT THE PICTURES ARE NOT OF MY PHONE. The pictures may be of the same model phone, but the phone in the pictures has wear and tear, deep scratches, dirt in USB port with missing cover, etc, My phone was pristine. No visible wear. No scratches. MY PHONE WAS SWITCHED WITH ANOTHER PHONE.
Unfortunately I don't have pictures of my phone before I sent it, but my wife saw my phone and she ia a witness that it was in perfect condition.
I need to prove that the phone in the pictures is not the one I sent in. How can I do that?
MichaelCaditz said:
So ASUS sent me pictures of damage to a phone, BUT THE PICTURES ARE NOT OF MY PHONE. The pictures may be of the same model phone, but the phone in the pictures has wear and tear, deep scratches, dirt in USB port with missing cover, etc, My phone was pristine. No visible wear. No scratches. MY PHONE WAS SWITCHED WITH ANOTHER PHONE.
Unfortunately I don't have pictures of my phone before I sent it, but my wife saw my phone and she ia a witness that it was in perfect condition.
I need to prove that the phone in the pictures is not the one I sent in. How can I do that?
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Click to collapse
This has been a recurring pattern with ASUS. I have heard similar stories on the ASUS support forum. To get their attention mention that if they don't honor their warranty that you'll report them to the BBB. Usually this works and they'll take your claim seriously. After seeing how poorly ASUS treats their customers, this will be my last ASUS phone.
Edit: If they continue to give you problems, post about this on the ASUS support forum. That also gets their attention.
https://www.asus.com/zentalk/forum.php?mod=forumdisplay&fid=433
I have done the things recommended (threatened BBB report, and also posted on ASUS forum). So far, all I have are pictures of a phone that's not mine and repetitive form letters from ASUS apologizing for the inconvenience and telling me to look at the photographs.
MichaelCaditz said:
I have done the things recommended (threatened BBB report, and also posted on ASUS forum). So far, all I have are pictures of a phone that's not mine and repetitive form letters from ASUS apologizing for the inconvenience and telling me to look at the photographs.
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Click to collapse
Jerks.. I just posted on your thread on the support forum.
Status update:
On April 18th, after numerous back and forth emails, I was notified by ASUS Product Support that my unit would be repaired at no charge. Since then, I have continued to receive auto-generated invoices for $492.40. I also received instructions to click the "Dispute" button on the invoice, which I had already done. I then received a letter on April 23rd that my case was being "handed over . . . to the higher level department."
I haven't received my phone back yet. It's now been about 16 days since ASUS received my phone for service.
MichaelCaditz said:
Status update:
On April 18th, after numerous back and forth emails, I was notified by ASUS Product Support that my unit would be repaired at no charge. Since then, I have continued to receive auto-generated invoices for $492.40. I also received instructions to click the "Dispute" button on the invoice, which I had already done. I then received a letter on April 23rd that my case was being "handed over . . . to the higher level department."
I haven't received my phone back yet. It's now been about 16 days since ASUS received my phone for service.
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Thanks for the update! Sounds like a little progress. I hope you get your phone soon.
What I am about to say is truly amazing, but true.
After agreeing to repair my malfunctioning screen, under warranty at no charge, ASUS Product Support rescinded its offer. The reason: The photos sent to me by ASUS show only cosmetic damage, not screen damage.
I kid you not.
Dear Michael,
Thank you for your response.
I feel very sorry. After I submitted the problem to the superior department, I was told that all the damage pictures for this RMA are cosmetic. There are no pictures showing impact to the screen so a FedEx claim should not be filed for this RMA.
If you have any further questions, comments, or concerns please do not hesitate to let us know. We will be more than happy to assist you.
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I have now received the complete circular runaround from ASUS.
In summary, four months after buying a new ROG phone, the screen went dark. I sent in the phone to the ASUS service center as instructed. I was sent an invoice for almost $500 saying there was damage to the screen therefore it was not under warranty. I disputed the invoice with my own pictures, and was told by ASUS that the damage must have ocurred in transit, and because I purchased a shipping label from ASUS it would fix the phone at no charge. Finally, ASUS rescinded the offer, saying the photos provided by ASUS did not show a damaged screen, therefore it was not damaged in transit.
I have no phone, and I am at a dead end.
This is the quintessential definition of runaround. I have been completely ripped off by ASUS.
Will someone out there with a connection to ASUS please help me?
And now. after all this--after ASUS explicitly admitted the pictures it itself took of my phone in its service center show only cosmetic damage and no damage to the screen--it spams me with another invoice for $492.40 and no way to dispute it.
This company is out of control in its abuse of its customers. Something must be done.
ASUS is pulling a similar scam on another customer. Please see this thread:
https://www.asus.com/zentalk/thread-264701-1-1.html
And another:
https://www.asus.com/zentalk/thread-271050-1-1.html
This is starting to enter consumer fraud territory. The ASUS service center needs to be investigated.
ASUS needs to honour its warranty for me and the other customers IMMEDIATELY else I, and I suspect others, will be filing consumer fraud complaints.
This has been posted in the threads on ASUS's support forum: https://forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-service-center-t3925942
I hope it helps. It really makes me mad how they treat their customers.
" . . . how they treat their customers" is an understatement. This is all-out fraud. ASUS is misrepresenting the condition in which products are received by its service center, then holding the phones as ransom for large amounts of money. Apparently, ASUS has strategized that the amount of revenue generated by this scheme will be worth more than the customers it loses, both directly and indirectly. All of us who have been ripped off will tell our family and friends, and post our stories on these forums as well. I would say that this is a very short-sighted and ill-advised strategy on behalf of an irrational person (or persons) at ASUS. Whomever devised this strategy should be immediately fired.
At this point ASUS needs to immediately rectify the situation with each of us to whom have fallen victim to this scam, and salvage whatever good will remains. Otherwise things will only get worse, as I fully intend to file consumer fraud complaints and sue in court.
Update:
On April 30th I received an email from "Service Department for ASUS Office of the CEO" agreeing to fix my phone free of charge. I am patiently waiting, but no phone yet . . .
MichaelCaditz said:
Update:
On April 30th I received an email from "Service Department for ASUS Office of the CEO" agreeing to fix my phone free of charge. I am patiently waiting, but no phone yet . . .
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after reading all your "story", I'm happy to sell the phone, before having any issue...
Marco589 said:
after reading all your "story", I'm happy to sell the phone, before having any issue...
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Agreed. I have the Asus ROG Phone and dock sitting on a shelf both unopened for 14 days now, kinda waiting to see how these stories played out. I also have the ASUS ROG Zephyrus S $2,199 gaming laptop sitting unopened for the same reason. I will be returning all items unopened tomorrow. I want nothing to do with this company.
Thank you @MichaelCaditz for spreading awareness of the issue.