Broke the screen on my brand new Tab S7 Plus. I sent it back to Samsung, and paid the $279 repair fee since it was not a warranty repair. They kept the tablet for 6 weeks (since last week of November). I was told:
(1) Repair in progress, will be returned in 5-7 business days. 5-7 business days later I was told:
(2) Parts out of stock, please check back in two weeks. Two weeks later I was told:
(3) Parts still out of stock, but because it's still within the warranty period, they'll set up an exchange unit, will take two weeks to process. Two weeks later I was told:
(4) Exchange still in progress - after I escalated the case, they said they'd call me back in 3-5 business days. Six business days later I was told:
(5) Exchange not possible because it was physical damage, not a warranty repair. Parts are not available for this tablet. So they are sending my broken tablet back to me, refunding the $279 repair fee, and I should receive it in 3-5 business days.
So after 6+ weeks sitting at Samsung repair depot, I guess I'll get the broken tablet back. Assuming I actually get it back, any other suggestions where it can be repaired, since Samsung apparently cannot repair these brand new tablets?
(And just a head's up for anyone considering buying one; apparently Samsung does not stock repair parts, so if it gets damaged, you'll have to live with it or buy a new tablet.)
Related
I received a HP Touchpad yesterday evening and it seems to have developed a fault with the volume rocker switch (already!)
Applying pressure to the "increase volume end (IV)" produces an audible click and the switch yields to the pressure moving towards the case slightly. When applying pressure to the "decrease volume end (DV)" the switch does not yield and there is no audible click.
At rest the switch does not appear to be 'stuck in' at the DV end.
Because of this, when pressing the (working) IV end of the switch, the volume counter increments or decrements randomly (I'm guessing because the DV end is still engaged).
Has anybody else seen anything like this or can anyone offer any suggestions?
Ta!
Sounds like a defective unit...
Call HP... at least with other gear, they have pretty decent support...
I notice that pushing the switch unit physically up seems to sort the problem albeit briefly. As I got this at the knock down price I'd be concerned that HP wouldn't be able to find me a replacement if I report it faulty. I wonder if it might be better just to live with it for a while...
I have the same exact hardware problem, though I never turned the TouchPad on to see the effects
Update: I spoke with HP Customer Service and they agreed it was defective but were unable to offer me a replacement because they didn't have any in stock. I was told to contact Tech Support and given a live chat link (remove the '~' since I can't post links yet):
http~://portal.hpwebos.com/wps/portal/forms/lmichat?rg=NA&lg=en&lang=en&cc=us
Here I was given two options:
If your device is in warranty then you can choose the Repair and Return with Box option at no charge. We’ll send you an empty box with a prepaid label in which to return your tablet to our repair facility.
The process takes 7 to 10 business days from the date you ship your device. After repairs are made, your device is returned to you using 2-day air.
In addition, we have a premium option that is faster. We can send you the empty box overnight. Then the turnaround from the date you ship your device is 5 to 7 days. There is a fee of $29 for this premium repair option.
I asked for a new unit to replace my defective one, eventually got escalated, and was called back the next day.
The rep assured me that any replacement unit would be in 'like new or better condition' and offered "Advance Exchange" - where I receive a shipment containing both a replacement TouchPad and a return box for the defective device. The "Advanced Exchange" service has some associated charges, but those were "negotiable" and the rep waived them. I was asked to provide credit card information for a ~$300 hold until the defective device returns, I objected, and it was kindly reduced to a $1 hold (though surely they reserve the right to charge the full amount if necessary).
Hope everything turns out well.
Same problem here, and it's only getting worse. I've already endured one warranty return on a TouchPad...I'm getting pretty sick of this. Maybe I'll use that anger to bargain for a free advanced exchange.
brownbanana said:
The rep assured me that any replacement unit would be in 'like new or better condition' and offered "Advance Exchange" - where I receive a shipment containing both a replacement TouchPad and a return box for the defective device. The "Advanced Exchange" service has some associated charges, but those were "negotiable" and the rep waived them. I was asked to provide credit card information for a ~$300 hold until the defective device returns, I objected, and it was kindly reduced to a $1 hold (though surely they reserve the right to charge the full amount if necessary).
Hope everything turns out well.
Click to expand...
Click to collapse
I just achieved this as well. I used my previous bad build quality history as fodder for negotiation, but it seems they are fairly quick to knock off the fees if you just ask.
I bought a brand new Galaxy S2 in December 2011 and have been enjoying it for a week till I found an Audio jack issue. The issue must have been there right from the moment I unboxed the phone, as I didn't find time to test all features of the phone in a week time. wherein if I remove the ear phones, loud speaker won't work. Later, when I took the phone to service centre, they concluded that the audio jack wasn't triggering the ear-phone removal signal.
Since it was a brand new phone, I demanded a replacement at the service centre. But they refused a replacement, stating some unwritten policy, that phone's life exceeded 15 days from purchase date (since I ordered the phone online, it took me 7 days to get delivered + 7 days of owning it without knowing the issue + weekends). I called up the zonal manager and he too refused for a replacement but promised me to replace the mother board of the phone.
Since I insisted that the repairing work at factory is different from service centres in terms of ESD safety, he promised me that I can be present personally while the service engineer repairs the phone. He also promised that Samsung service centres are at par with the factory standards. Without an option, I had to agree for a repair on a brand new phone for no mistake of mine. When the service engineer was repairing the phone, the front desk people were roaming inside the service area (inside ESD safe zone marked with yellow lines) without ESD safe slippers or bands. I was harassed for quoting that they are not following ESD standards. Having worked in an electronic manufacturing industry for years, I know that moving inside an ESD safe zone may spoil the electronic components in long run. For having said that I was harassed badly by the service manager. When I brought this to zonal manager's notice, he promised me that there won't be any fault in the future. I demanded his promise in a written format but he refused. As any other citizens of this country (with very weak consumer protection), I have been living with the phone happily but not for long
After 5 months, on a Tuesday morning the phone is completely dead and wouldn't boot up while the battery if fully charged. Last known usage was on Monday night when I hooked up the phone to the charger before going to sleep. I still remember that I woke up from my sleep to plug out the phone from wall charger as soon as I heard the charge-full beep. Next day morning, the display wasn't coming up.
Diagnosis from my end:
1. Removed and re-inserted the battery. Doesn't boot.
2. Press and hold the power button for a minute after removing the battery. Doesn't boot.
3. The phone doesn't get into recovery mode.
4. Swapped batteries from my friends phones and still it doesn't boot. But my phone's battery worked in their phone.
I strongly believe it's due to the board replacement undertaken outside factory without following ESD standards or due to the replacement board itself which I suspect to be a re-furbished one. This time I didn't want to give up and demanded a fresh replacement phone but the service manager disagreed again. So, I wrote to the Samsung CEO desk and they are dealing with the case for the past 10 days without much progress.
Kindly give your suggestions if I should continue to live with a faulty phone after paying 30K or get a replacement phone since it's a factory fault. Also, suggest me if I could approach consumer court for all the losses (precious data, loss of peace and all the hardships I'm undergoing).
Thanks in advance.
Deva
Well. Sounds like hardware issue. Could be a lemon, could be a refurbished phone. It should be covered under 1 year warranty anyway, so just take it back and ask them to repair it.
Btw, this should be in the Q&A section.
hmyoo1 said:
Well. Sounds like hardware issue. Could be a lemon, could be a refurbished phone. It should be covered under 1 year warranty anyway, so just take it back and ask them to repair it.
Click to expand...
Click to collapse
I have already visited the service and they are ready for a repair. Since the phone has underwent a main board replacement very soon after purchase and again the service centre says a board replacement needs to be done now for the boot issue, is it unfair to ask for a fresh phone instead of repeated repairs? and who knows, after another 5-6 months (post warranty) if the phone comes up with another board fault, I will have to pay the board cost from my pocket. All this for a lemon I've got.
pdydeva said:
I have already visited the service and they are ready for a repair. Since the phone has underwent a main board replacement very soon after purchase and again the service centre says a board replacement needs to be done now for the boot issue, is it unfair to ask for a fresh phone instead of repeated repairs? and who knows, after another 5-6 months (post warranty) if the phone comes up with another board fault, I will have to pay the board cost from my pocket. All this for a lemon I've got.
Click to expand...
Click to collapse
Unfortunately there's nothing more you can do. It depends on the shop that you purchased from, but usually if the phone is found to be faulty within a week or two, they will replace with new one. But, obviously for you it's well past that.
After almost 15 days of struggle, I managed to get 3 months of extended warranty for the product.
I was wondering what everyone's dealings are with Samsung, regarding their Note 2 is. I am on my 3rd Note, and I love the phone but the earpiece is defective (causing static) which did it on all 3 notes that i had. Eventually, Verizon said I needed to contact Samsung stating while they can give me a new phone, they weren't sure it would fix the problem.
Contacted Samsung on 2/9
Received Label/Ticket Number 2/9
Shipped Phone back 2/11
Monitored....monitored....monitored...
Samsung Received phone 2/13 (today)
2/15/2013 11:23 AM-Carlos Negrete: The unit has left the technician. SOLUTION: Replaced Component
*02/14/2013//10:08:16//0001773863//Telephone//ASC* scratch on screen (Screen Protector)
2/13/2013 2:11 PM-Dulce Amaya: The unit has been received. Pack Condition: Fair Packaging (Box & Cushion)
Expected Repair Date: 2/20th
I'm wondering if it'll really take an entire week (5 business days) to fix the phone and by fix, I mean simply replacing the earpiece in the phone. I barely got to use the phone and had just rooted it (don't worry, I returned it to stock before sending it in) and had finally gotten the phone exactly the way I wanted.
Has anyone else had to send their Note 2 in yet? I couldn't exchange it at Verizon again because it's past the 14 days, so it has to go through Samsung now.
EDIT: Have just determined that the Samsung repair center is a joke. They put a message about a scratched screen on the repair status website.....if they would take off the SCREEN PROTECTOR....there would not be.
Looks like I may be getting the phone quicker than expected (hopefully).
Hi there,
My S3 has died (assuming it's the well known motherboard issue) - just wasn't working one morning, no light, no charge - totally dead.
I wondered what people's experience of returning items to Samsung is? I'm in Central London and the two Samsung official dealers get shocking reviews - seem to claim that everything is water damaged and charge £30 without any actual repair/replacement, taking weeks to do it.
How about returning the phone to Samsung? Any good experiences/horror stories? What is their turnaround time?
I have mobile phone insurance with my bank account - for a £50 excess they'll deliver a replacement phone next day, so that seems very tempting if the Samsung service is even slightly difficult.
One of those times I sort of wish I had an iPhone.
Samsung have certified repair centres. Try to find one and take it down.. Apple make you book it in for an appointment anyway so turnaround time is very similar.. I believe samsung service centres could be 1-2 week turnaround usually.. They are usually Ok seen as they may replace your mb or whole unit at a pinch.. Just take photos of your phone to show you have now scratches ect.. If you don't mind the £50 just take the plunge and go with your ins
Sent from my GT-I9300 using xda premium
chrisgeller said:
Hi there,
My S3 has died (assuming it's the well known motherboard issue) - just wasn't working one morning, no light, no charge - totally dead.
I wondered what people's experience of returning items to Samsung is? I'm in Central London and the two Samsung official dealers get shocking reviews - seem to claim that everything is water damaged and charge £30 without any actual repair/replacement, taking weeks to do it.
How about returning the phone to Samsung? Any good experiences/horror stories? What is their turnaround time?
I have mobile phone insurance with my bank account - for a £50 excess they'll deliver a replacement phone next day, so that seems very tempting if the Samsung service is even slightly difficult.
One of those times I sort of wish I had an iPhone.
Click to expand...
Click to collapse
If you got it on contract your network provider will repair free of charge mine took a week from sending off to getting it back
What's more it came back with 32gb instead of the 16gb storage it originally had
Sent from my GT-I9300 using Tapatalk 2
Hi guys,
Thanks for the replies.
There's two Samsung repair centres close to me, and their reviews are absolutely terrible.
https://plus.google.com/102468586632805363693/about?hl=en
and
http://www.yell.com/b/CrC+(London)+Ltd-Mobile+Phone+Repairs+and+Services-london-E148PX-7342356/
So I'll be avoiding those with a bargepole.
I didn't buy my phone on a contract.
At least with Apple I could turn up to an appointment and be pretty confident I'd leave with a working phone. I loved my S3 but I must say in this case I'm jealous of my smug iPhone owning friends. I don't really have a good option here.
I guess to come back to my original question - has any actually returned their phone to Samsung e.g by post? I've no idea how well that tends to work. If that had good feedback I'd consider that.
hi all,
It appears my phone is toast, when connected to the charger via USB, the phone charges, gets very hot, the display does not shut off, and all apps respond erratically. when I place the phone on the magnetic charger doc, the LED blinks and the phone does not charge. Searching on this forum the problem seems to be with the mainboard. I called Sony usa, they said since the phone was purchased in Taiwan, hence the warranty is only for 1 year and there is no Estimated time (lot longer than 14 day turnaround) when the device will be repaired. They asked me to mail the phone to them along with a copy of the invoice. I purchased the phone (New) on Ebay (seller 23port), i contacted the seller regarding this issue and the seller asked me to ship the phone to Taiwan and he will have it repaired and sent back to me free of charge (except that i declare the value of the phone $50 for them to avoid import duty).
Has anyone here dealt with sony usa for warranty, when the phone was purchased internationally. I am very hesitant to send the phone overseas to get it repaired.
my 1 year warranty will expire on april 1st. so I have to decide one way or the other.
thanks
Ashish
Ok,
So i mailed the phone to Sony USA with a copy of the original purchase receipt. Within 14 days, Sony USA sent me a brand new Xperia Z2.
Hope this might help other users who are facing the same situation as i did.
Ashish