Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
If you are on contract the network should sort this for you.
sue them.
and don't ask questions in General
deakodude said:
If you are on contract the network should sort this for you.
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Click to collapse
I bought this from buymobilephones.net on a contract with T-mobile. But they aren't to blame, it's Samsung's Bad Customer service. Can I complain to them?
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
Theshawty said:
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
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Click to collapse
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
you can still file a complaint
Jekle_Ace said:
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
Click to expand...
Click to collapse
The engineer damaged or and does not want to take responsibility so puts the blame on you.
I suggest you file a complaint or sue them in civil court.
Sent from my GT-I9300 using Tapatalk 2
Glebun said:
you can still file a complaint
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Click to collapse
Samsung don't care. Apple would of been an easier choice, there Customer Service is impeccable. Just puts a sour taste in your mouth about who you purchase your next phone from?
Deleted.
Well, customer care is also something you have to pay for. Hopefully I won´t have to have my phone repaired.
Samsung Damaged Phone Repair - Choosing a third party service center is better
HTML:
<h1>Samsung Galaxy Note ii / 2 / Galaxy Damaged Phone Repairs - Why it's Smarter to use a third party Service Center </h1>
Third party service center repair shops in the USA are more reliable, much quicker, and less likely to waste your time with Samsung Galaxy S3 / S2 / Siii / or Galaxy Note 2 repairs. The Samsung phone repair needs to be done by a qualified mobile electronics commissioned individual and I use XpressFix Smartphone Repair in Orlando.
Jekle_Ace said:
Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
Click to expand...
Click to collapse
Send it to http://www.freesamsungrepairs.com in Bicester. Ask for Dean and they'll take care of you.
Not only in UK Or USA, Samsung has horrible service and I recently got to taste that for an Unbranded I9300 here in India.
The bezel color came off suddenly and it was a few months old. Reported back to CEO desk, where they took 15 days in delaying and giving me 1 day more needed clauses.
Then I finally got back a call from them telling me , your handset has just crossed 6 months and you cant get the bezel changed FOC. I needed to pay Rs.7000 for that.
I denied, so in vindictive nature, they returned me the phone with my speakers changed, and then the speakers were fully broken.
Again reported back to CEO desk, where my handset was again taken back at a diff service center and returned back yesterday with speakers changed.
Long Live SHAMESUNG .
This would probably be my last product, as this company just sells products but doesnt provide service to customers.
Add Canada to the list.
Months ago I sent my phone in during warranty within the first year of purchase because the USB charging port was screwed up naturally (what a nightmare). This was a terrible design, and if I knew Id need a repair after purchase I would not of purchased the phone. I got it back from repair then and the USB port went again within 4 months, this time out of warranty I blew a gasket because it should never of broke the first time, and for it to break again was that the fault of the repair shop or the design of the actual phone using the USB port? Anyways... This was my second time sending it in for the USB port then I recieved it back damaged. Before I sent it in the second time for the USB issue, I made it clear with Samsung, if it is the exact same problem again, I want another phone, I am not going to replace this part every few months, they somewhat agreed to assess my phone. I explained I didnt want it repaired by the same shop, they agreed and I also made clear with them I wanted them personally to do the work at their location to find out if this is some sort of ongoing problem with the phone. I did not want another third party to just keep replacing the parts in the phone, if something breaks twice on its own, there is a reason with the design. Samsung made me believe that it was going to be dealt with the best way possible, and even my Phone Carrier was made aware of this and totally felt the phone was going to be assessed by Samsung and not just fixed again by a same third party company. My carrier has been informed of the nightmares I've been going through with all of this.
So as the story goes...
Got my phone back from repair last week. Went to post office picked it up, opened up the package anxious to get back on my phone and make sure it works, so I open the package before leaving the post office parking lot, and when I opened it, it doesn't even look like my phone, but it is!! Phone looked terrible marked up and abused looking. I immediatly opened the work order / paper inside and found a different third party company did the repair again (same parts as the first time) and that it was "authorized". On the paper it declares the same damage of my phone as I had recieved it from them, not as I sent it though!!! (I properly wrapped it in bubbled wrap bigtime, then put it in a bigger box packed with paper, there was no way any damage could be done to it whatsoever).
On the work order paper I recieved it claims I must call the third party company (not Samsung) within 24hrs to dispute any issues. At that very moment I was so pissed, not only was my phone a disgrace, but I suddenly had to call a third party? What the hell?? I sent it to Samsung!!!!
I got on the phone with Samsung immediatly in the parking lot explaining to Samsung I was disgusted and wanted something done about my phone immediatly. I told them I did not want to go home from the post office without mailing them the phone back. They asked me if I called the third party shop, I said "No! I didnt send them my phone, I sent Samsung my phone! I am not going to get into a squabble or hold anyone else but Samsung responsible for this issue!" They understood me well... They told me to go home with the phone and take photos and send them to their ECR department, and they would have a response within 48hrs. So I did...
Went home took photos of the phone and sent them to Samsung ECR department, 24hrs later I confirmed by calling them that they received the photos and that it was being worked on. They claimed they couldnt find the photos, so I forwarded them the same email I sent with photos attached for a second time. (Which they did recieve in my records the first time they were sent). They told me they needed a day or so... So I called them the next day, told me to call again in another day, called them the next day, waited 25mins on hold then they come on and tell me I have to wait another 4 days because it was a friday of a long weekend.... Maddening!!! Here I am a company owner with no smartphone being put off more and more... I need my phone!!! It is a big part of my day to day life with so much going on.
So I wait 4 days, call them mid day of the business day. They tell me they escalated things to a higher level (whichever/whoever that is) and I must call them in another 24-48hrs after they talk to the repair department... I said "What the hell??? You had last week to do all of this, why is this not already done???" ... Samsung ECR replied "Oh sorry sir I will email them right now and get a report on this phone repair from the repair shop"... So he sent an email request and the third party company replied back "The phone was damaged when we recieved it, we sent it to the consumer fixed the way we recieved it." So then I got upset, I requested to have this investigated further by someone senior because I am pissed off, and fully informed them my carrier was following up with me on how this issue is resolved for their own records.
They told me to call them again in another 24-48hrs. That is where I am at now.
I am disgraced to be treated this way, I have $6000 worth of Samsung Electronics never had a problem with any of it, and this happens with 1 item. If I had any idea how their customer support / warranty dept and ECR was, I would of likely reconsidered my purchases, but I just loved my phone when it worked .
ECR department is under staffed taking forever on hold, and there should definately be a "higher up" that someone can contact if ECR is mismanaged or not doing things right. When I asked to talk to someone higher up, they said "There is noone you can talk to higher up".
$700 Samsung Phone USB Port Breaks 9 Months after Purchase.
$700 Samsung Phone has same USB Port Issues Repaired TWICE (last time 4 months after repair)
$700 Samsung Phone gets sent back from repair to consumer unidentifyable. I would not of recognized it as my phone.
5 Hours on the phone minimum fighting for phone with Samsung. Loss of time when I should of been working too!
$700 Samsung Phone Owner Left in the dark, disgusted, and pissed off.
My last words to Samsung was they better straighten this mess up within 48hrs or I am going to go purchase a new phone, disgusted with this rollercoaster ride they have taken me on for something they are liable of in the first place. My carrier is being fully informed of this terrible ordeal as it unfolds at their main office and kept in their records.
Lets face it, little people like us don't threaten a businesses existence.
I once got a D-Link wifi dongle, the range was a complete and utter lie, (was 1/4th what they were claiming), additionally I was dealing with their slow support. By the end of it, it exceeded the two weeks warranty. Chinese companies are far more reliable than crappy western ones.
In the 15 Years I've been in business dealing with thousands of businesses, I've never in my life dealt with an unorganized incompetent mess such as the Samsung ECR department, and they tell me there is nobody higher up that oversees their work. I requested multiple times to deal with someone of a higher level than ecr and was refused. I had a complaint about the Canadian ECR Department and their management and way of dealing with clients.
The people I dealt with in Canada, seemed like gangsters, I was disgusted in their business practise.
My last resort will likely be filing in small claims court, I have exhausted all reasonable methods.
I loved their products but their problems over the past few months dealing with their customer care have made me hate them.
I live in the UK and have had to use samsung warranty twice, on both occasions my phone was unlocked and rooted and both times they fixed my phone and returned them to me, one with a new motherboard SGS3 and the other a Samsung Nexus S which they returned fixed and with the bootloader unlocked. I suppose it all depends on your local warranty centre. It didn't happen over night but I understood that they didn't just have my phone to repair.
Related
I felt others should know about this to help make informed decision about HTC repairs. I sometimes ago noticed that the air vent was breaking off from my Shift device, I called and sent it for repairs but was told that part was not under warranty, told to check online for the repairs bill...it was £240 to change a lousy vent mesh. I called to tell them I am not fixing again and heard nothing until I checked my repair bill online again and guess what? it was now half of that price, I promptly paid and after 2 weeks got my device back. Happy ending? no!
I first notice that there was a small chip on the screen, also, after picking up my Shift from any table, the grip rubbers at the base comes off and get stuck to the table. I promptly called HTC and this was booked in for repairs again, and this was the beginning of the nightmares.
The status has been 'Hold for materials for about a month' the last time I called, I told them that even if the materials were coming from the moon, they should have been in UK by now, they have deprived of using this device for total of about 2 months and I'm paying mobile broadband monthly charges.
Just sharing this out of frustration with HTC and sadly this is not the first time this is happening to me from HTC. Are there similar experience, or advice. They must know that they cannot continue to hold devices for as long as they want, our responses may make them realise what their repair line is like and make necessary amends...
feyisetan said:
I felt others should know about this to help make informed decision about HTC repairs. I sometimes ago noticed that the air vent was breaking off from my Shift device, I called and sent it for repairs but was told that part was not under warranty, told to check online for the repairs bill...it was £240 to change a lousy vent mesh. I called to tell them I am not fixing again and heard nothing until I checked my repair bill online again and guess what? it was now half of that price, I promptly paid and after 2 weeks got my device back. Happy ending? no!
I first notice that there was a small chip on the screen, also, after picking up my Shift from any table, the grip rubbers at the base comes off and get stuck to the table. I promptly called HTC and this was booked in for repairs again, and this was the beginning of the nightmares.
The status has been 'Hold for materials for about a month' the last time I called, I told them that even if the materials were coming from the moon, they should have been in UK by now, they have deprived of using this device for total of about 2 months and I'm paying mobile broadband monthly charges.
Just sharing this out of frustration with HTC and sadly this is not the first time this is happening to me from HTC. Are there similar experience, or advice. They must know that they cannot continue to hold devices for as long as they want, our responses may make them realise what their repair line is like and make necessary amends...
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Click to collapse
May be this is offtop, but: In Russia, ther's a law, called "Protection of consumers". This law tells, that SC cannot hold any device longer, than 45 days. If thay cannot repair your device at this time, they sould pay you 1% of device's price for everye day of overholding, or give you the brandnew device. I think any contry have such a law.
may be it worth trying to write complain (email) to the mother company in Hong Kong ..
I wanted to share with people my worst customer service experience ever.
I recently bought an x10 off of someone online and the in-call speaker (ear piece) started acting inconsistent. It would get quiet frequently and was very hard to hear. And yes, I’m aware there is an issue with the level of sound these things produce.
Since I bought it off of someone I couldn’t return it through the service provider. I called Sony Ericsson (SE) and they told me that the repair should be covered under my warranty. So, they gave me an RMA number and an address of the service centre in Newmarket, Ontario to send it to. The place was Flextronics – Canada.
I was told that I would have the phone back within 10 business days, and that someone would contact me if there was any issues.
After 2 weeks, I called SE several times to get an update and received the rudest reps ever. They all gave me this attitude as if i was bothering them.. One rep said it was coming, while the other told me Flextronics had sent me an email with a quote.
A little upset, I asked why because I thought it was covered under warranty. She didn’t know, so gave me the number to Flextronics.
So, I started calling Flextronics to see what was up. Every time I dialled the extension for SE service department, it would ring twice, beep, and then hang up. So, I started calling other departments in the company and the they just transferred me right back, and I would get disconnected again. Then, I dialled 0 and got the operator, who was almost as rude as the SE reps, and told me to call SE for any updates. I told her I was sick of this back and forth, and can I please talk to someone. So she forwarded me to a supervisor. I left a message, and waited a few days and received no call or email back.
Frustrated, I called SE back and told them my situation. The rep this time was nice, and said he would make note and look into it for me and someone would contact me within 24 hrs.
I waited a two more days, and nothing.
I called Flextronics again, and went through the exact same process. And then nothing.
Called SE back again, this time they told me they can’t do anything until I reply to Flextronics’ quote they sent me. I told them I haven’t received anything from them and have been desperately trying to get a hold of someone there. This rep then said he will escalate it to a supervisor.
Again, a few days passed and nothing.
I called SE back and demanded to speak to a supervisor. The rep was being very rude and tried to avoid the situation. She finally caved and put me on hold for at least 5 minutes. I spoke to a supervisor who was just as rude as her reps and took another 5 min looking into my file, and asked me the same verifying questions again. She told me that the policy states the repair is not covered under warranty because of physical damage.
I told her that this was ridiculous bc the phone was in near mint condition. The only physical damage was that there was a tiny crack in the very bottom left corner of the screen that isn’t even close to the call speaker. And when I say the crack is small, I mean small. It was more like a deep scratch.
Anyway, after trying to defend that the crack had nothing to do with why I brought my phone in for repair, she told me it was up to the repair centre. I said, fine. At this point I just want my phone back. She said she will relay the message.
Waited some more, and then nothing.
I repeated this process for 2 more weeks.
The reps kept telling me that the situation would be taken care of and that the case was escalated. Some reps even told me that the escalations were never processed properly. Arrgghh...
After almost reaching the 5 week mark, I left a desperate message with Flextronics and SE practically begging for my phone back.
There is an obvious discrepancy between the communication between SE and Flextronics.
Finally, after 5 weeks someone actually called me from Flextronics!!!
He explained to me why I had to pay for the repairs. Even though he agreed with me, he said that due to the relationship with SE they can’t fix the speaker unless they fix everything! Including cosmetic stuff!
F’n ridiculous.
He asked if I wanted to try and call SE and dispute this with him. LOL. I was like no way, just give me my phone back.
He said they’ll ship it today and i will receive it tmrw. Let’s see what happens....
Because of this nightmare of the poor quality of the device itself, I will never ever buy another SE smartphone again!!!
i have to say thats a nightmare. i am so sorry that happened to u. i hope this doesnt happen to u again. thanks for the warning about se though. thats people i dont want to deal with. i hope u have better experiences with smartphones.
Sent from XDA Premium from my X10a rooted running 2.3.2 gingerbread rom from rdannar
Here in Austria the SE-CCAs (sitting in Germany) are very nice and competent.
The only thing is, when you bring something in for repair, they always just flash the firmware first and send it back to you so you have to bring it in again, however the snd attempt always worked.
And CC in the US are by principle a nightmare and rude. In the best case they are nice but dont get what you want, because they just hang to their conversation script and dont listen.
On the other side I dont want to know what BS they have to listen to every day.
Quote Sony Erisson"Make it believe"...This's the way of SE treating their customer and provide the poor quality of the products,slow update of firmware and iresponsibility after-sales service.My X10 had been sent to the service centre for changing the motherboard which caused the reboot loop more than 1 month ago but i don't have any news whether it's getting the job done or not.My phone's still under the warranty and i think the warranty would be gone after i take back.Somemore,the xperia arc's coming out soon but i consider Samsung Galaxy S2 which's more powerful with dual core processor.I won't drop into the trap of Sony Erisson anymore...
Update: Failed to deliver once again. Phone has still not been returned as promised by Flextronics. Arrrgghhhh
That sucks for you OP, I would raise hell if I were you, you gotta treat them the same way they treat you to get **** done.
Sent from my X10i using XDA App
OP, if I was you, I'd punch those idiots in the face
So, the argument that says "only 10% of SE consumers, you guys, complain against SE 'cause lack of Android upgrades but the 90% of ppl don't care and love SE" dies here. Im pretty sure that 90% of people wouldn't 'love' SE thanks to things like this, no matter if they want Android 2.2/2.3 or not.
I repeat one-more-time: SE, NEEDS to WORK in the human part.
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got. Hell they even said I would get a gift for all my trouble - nothing.
My advice is to get someone from Flex and DON'T HANG UP. Refuse to disconnect the call until you talk to a supervisor. Be Polite and never swear - just tell them to put you on hold until a supervisor can speak to you. This will destroy the Rep's Call time stats and they shouldn't be able to just hang-up on you as you have not done anything to warrant such an action.
Good Luck!
Here is my situation with them:
http://forum.xda-developers.com/showpost.php?p=8396874&postcount=48
http://forum.xda-developers.com/showpost.php?p=8574507&postcount=53
http://forum.xda-developers.com/showpost.php?p=8593403&postcount=55
http://forum.xda-developers.com/showpost.php?p=8611836&postcount=59
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Thepuffytaco said:
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got....]
Click to expand...
Click to collapse
Yeah, they are the worst.
Update: On Friday, March 11, a rep from Flextronics called me, same guy who I spoke to previously. He actually said "I recognized your voice so I don't need to speak to you."
Before he said goodbye I demanded to know where my phone was bc he promised I'd have it on Thur, March 10.
His reply was, oh well, if you don't receive it by Monday, call us back. WTF?
Any way, I finally got my phone back UNFIXED.
Long story short:
- Sony Ericsson and Flextronics' customer service sucks
- almost 7 weeks without my X10a, only to get it back UNFIXED
darkgoth678 said:
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
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Click to collapse
They quoted me $108 to fix the screen, so a lot cheaper than $185. But, I refused out of frustration and principle. I bet even if they had fixed the screen and speaker, I'd still have speaker problems.
Good job on your self-repair btw. I would be too nervous to take any tools to my phones. Bad experience in the past. lol
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
Dont Buy a Sony Erisson! 35 weeks in repair only to be returned unfixed
I had the same issue Tase.
Im still very annoyed. Im reporting them to the better business bureau as their service is beyond a joke.
I got two X10s. One for my gf and one for me. Her USB port died after a few months so it went back for repair and they swapped it for a reconditioned model.
Mine died after about 9 months went back and got swapped for a reconditioned model which i wasn't really thrilled about. Weeks later my reconditioned model failed. The phone started just turning itself off and dropping calls until finally it wouldn't even come back on.
I work in my home office and my phone is either in my pocket or on my desk so nothing has ever happened to it plus i had it in the plastic protective bumper case as well.
I sent this phone back in April! I waited for a few weeks and kept getting the run around so in the end i said forget it and went and changed phone providers and got a Samsung Galaxy SG2. I didnt want to pay Rogers $50 to use some old piece of crap when i had paid for a Smart phone.
Anyway i still continued to contact them trying to get an idea when it was coming back. I got told the same as you. "Its been escalated" etc.
Another time the guy said he had no idea why it was taking so long and didnt have any idea where the phone was or what was happening. He promised me a call which i never received. I didnt experience any rudeness but every time i waited on hold for ages and was occasionally cut off whilst on hold.
I finally got the phone back this week unfixed! That's what? About 35 WEEKS?!!!!!!
Absolutely ridiculous! How does it take 35 weeks to do that?
Their excuse is that the USB port is broken and they have said this is physical damage and its not covered.
They must have baboons running the place!
I did not break it, the usb is just crap because they cheaped out and is a known problem with the phone. That wasnt the issue anyways. It wont turn on! I can put a fully charged battery in it and it still does not turn on!
The repair centre are a joke. I should have known better. We had two C510a's before this and when they both broke at exactly the same time (due to needing a system update!) and were both sent back mine was sent back unrepaired stating liquid damage when the thing has never been anywhere near liquid. I fixed it myself in 2mins using the proper update software not the pre bundled crap the phone comes with.
I don't know but they works fine in my country. Bring it and they will replace mainboard or even a phone for you such as can't charge... . However, I think the reason is the Flextronic. Also, you should check the phone before buy it from another guy. There must be something wrong so he sells it. And you have to check carefully.
They are pretty renowned for their poor customer service. Check the arc forum to see what I'm talking about
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
maddes1402 said:
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
Click to expand...
Click to collapse
TROLLOLOLOL.
Or maybe cat got its tongue (or something like that)?
I have had 0 issues with flextronics, but I am often in Newmarket and I just drop in and ask them the progress .. they are not able to hang up if you are standing right there. Was this a x10a or the x10i?
Darth Glacious said:
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
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Click to collapse
Ah ah ah, not so fast. I have gotten my x10 replaced free of charge not once, but twice for motherboard related problems in the US. I was under warranty and they respected that. After sending number one in for repair they told me that they would rather replace the device as opposed to reparing the damaged one. They sent me a brand new x10. This lasted about a month before it too began to experience random massive overheating, reboots and eventual failure to charge, boot or respond to any input whatsoever. Say what you want, but I have two x10s and a fully charged battery from the one that never had to be replaced didn't work in the damaged phone either. Anyway I called se up again. Of course I was still under warranty, so they replaced it again. This time I got a device that performs admirably, taking the highest overclocks I can throw at it with custom kernels.
This experience has not impressed me with the general build quality of the x10, but it showed me that at least some reps from se are interested in customer satisfaction.
Then again, maybe they outsourced to some of willy wonka's oompa loompa's!
Sent from my X10 using XDA App
Companies almost never hold up their side of the warranty sadly =(. I actually find apple to be one of the better places for customer service . Anyhow i usually just contact Better business bureau if they don't do what they say they'll do. They sort things out for you . One of my friends said just threatening to use BBB works too lol.
I went into sprint last week because my charging port broke and I couldn't charge my phone. To my surprise they said that it's not a defect or hardware problem and that I would have to claim it on my ins and pay the $100. Well with the 3D coming out soon and me being such a tight A*% with my money, that $100 wasn't going to cut it. So I figured out a way to get a New Refurb phone from Sprint for only $45.
Here's what I did
I called around to some local cell phone repair places here in DFW area. I found this shop in Fort Worth that would replace it for $45. I took it in to get repaired and was told that when the charger port broke it pulled the sync strip off the board. Which means my phone will charge now just fine but I won't be able to sync it up with my pc again. Noway i could live with that.
I know enough about the evo and the hardware to know that the mic is soldered onto the board and that it cannot just be replaced at the Sprint store. Sooooo! I bet you know where I'm going with this? Your right!! I blew out my mic on purpose. How I did this is very easy and truly undetectable. All I did was blow air from my air compressor in the mic hole, maybe 5-10secs. I then opened the voice recorder to make sure it was out,It was.
I took it back to Sprint and told them my mic wasn't working. he said that's a real common problem with Evos. he began to tell me that they repair it and give them 10 mins. I knew they couldn't do it on site. 5 mins later he comes from the back and tells me that the mic was soldered on the board and they have to replace it, which I knew. 2days later Sprint text me and I picked up my new evo for $45.
The bad thing is that you'll have to use your blue tooth or headphones to make calls until the new phone comes in.
we shall not discuss insurance fraud here
cracker0309 said:
I went into sprint last week because my charging port broke and I couldn't charge my phone. To my surprise they said that it's not a defect or hardware problem and that I would have to claim it on my ins and pay the $100. Well with the 3D coming out soon and me being such a tight A*% with my money, that $100 wasn't going to cut it. So I figured out a way to get a New Refurb phone from Sprint for only $45.
Here's what I did
I called around to some local cell phone repair places here in DFW area. I found this shop in Fort Worth that would replace it for $45. I took it in to get repaired and was told that when the charger port broke it pulled the sync strip off the board. Which means my phone will charge now just fine but I won't be able to sync it up with my pc again. Noway i could live with that.
I know enough about the evo and the hardware to know that the mic is soldered onto the board and that it cannot just be replaced at the Sprint store. Sooooo! I bet you know where I'm going with this? Your right!! I blew out my mic on purpose. How I did this is very easy and truly undetectable. All I did was blow air from my air compressor in the mic hole, maybe 5-10secs. I then opened the voice recorder to make sure it was out,It was.
I took it back to Sprint and told them my mic wasn't working. he said that's a real common problem with Evos. he began to tell me that they repair it and give them 10 mins. I knew they couldn't do it on site. 5 mins later he comes from the back and tells me that the mic was soldered on the board and they have to replace it, which I knew. 2days later Sprint text me and I picked up my new evo for $45.
The bad thing is that you'll have to use your blue tooth or headphones to make calls until the new phone comes in.
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NICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
instead of being a dipster like the OP let me give you all some actual advice.
First my Background
X-Corporate sprint employee
Close ties with management, techs, and sales reps at retail locations.
Charging port failure on the EVO 4G is a known issue, there the corporate store should know this, if for some reason they are stupid, which can and will happen, politely inform them of this, if your not getting anywhere with the rep, politely ask to speak with management to look into this.
if your charging port is broken due to normal use, and not you plugging it in and swinging it around your head like a lasso, you will be covered, even without T.E.P. insurance plan (and unless they changed policy its covered even after the 1 year warranty on the phone)
As a cautionary note, if you bring your phone in to a corporate store, and they take your phone to the techs, and see your phone is damaged beyond repair, it will be flagged and notated in the system as such, and even if you go out and do some crazy stuff like this guy, and bring it back, they will Pull up your device in E-Ticket and see that its DBR and will not fix it anyway.
So guys, if you have this issue, do the smart thing, and handle the issue politely as you cannot expect every rep to know everything.
I wasn't asked for any of my info from Sprint to flag. I was just asked what the problem was and then it was taken to the back. The TECH not REP was the one that came and spoke to me and explained to me what the problem was. He stated himself that he thinks the ports should be covered due to the fact it does happen so often and that the port isn't connected securly enough to the board with the proper temp grade solder.
Is what I did morally right? NO!! But Sprint and other cell phone companies screw over the consumer everyday, but that's ok! So when the consumer finally gets over on the corporation its sooooo BAD!!
In no way is this ins fraud because Asurion was never involved. This was under hardware warranty and being my phone was bought in Jan I really don't think me or anyone else should have to fork out more money for something that's only 5 months old.
2 wrongs dont make a right, and they don't need to ask you for any info other than to just scan your phone.
and I never said that it happened to you, I said it could and properly should happen.
not to mention the solution to the problem was so easy, you just were to lazy or inept to handle it properly.
also, yes, it was still fraud
and now the phone may get refurbed without the original problem being addressed.
If the charging port is pulled clean from the board, solder joints intact, then it's covered under the known issue.
If the solder joints are broken and circuit board is peeled, it's damaged beyond repair.
Unfortunately in our store right now we have no RECON phones so we are swapping with new in box since they are also backordered...mildly frustrating!
Ur story is awesome. I think the 116 dollars a year should be the deductible. I know there are always people that take advantage of the system. I have done it before but I also thinks it sucks for the real problems we get screwed out of with deductibles on top of monthly premium charges.
They should consider your premium as the deductible unless its more than once a year. I can understand water damage or lost/stolen. I just don't think physical problems should be cause for deductible.
Sent from my PC36100 using XDA App
Sunsparc said:
If the charging port is pulled clean from the board, solder joints intact, then it's covered under the known issue.
If the solder joints are broken and circuit board is peeled, it's damaged beyond repair.
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+1
The "damaged beyond repair" can be argued as long as there's no obvious signs of abuse and if cust. service gets involved, we both know that we're ordering a replacement for the customer.
Nice!
Sent from my PC36100 using XDA App
They replaced mine for same problem for free. U were just getting dicked around and in turn u went to make trouble for no reason. You did fraud and wasted ur time and money.
Sent from my PC36100 using XDA App
For fun I recently repaired an Evo 4g that had it's USB port violently removed / peeled away. Definitely not worth the time, but it was a fun after-work project!
http://forum.xda-developers.com/showthread.php?t=1110886
Great fraud
Sent from my PC36100 using XDA App
Who cares, insurance fraud or not. It's not insurance fraud if you not playing $7/mo for insurance in the first place. They should have just fixed it the first time he was in the store. Most of the people (techs) I've dealt with in the Sprint stores are complete idiots that won't even read Sprint's policies on Sprint.com. :|
I can tell you the store I worked at, all of our techs had 4+ years experience, knew everything, and made sure we knew what we needed to know as well.
http://dictionary.reference.com/browse/fraud
yes its still fraud.
Alanmw86 said:
I can tell you the store I worked at, all of our techs had 4+ years experience, knew everything, and made sure we knew what we needed to know as well.
http://dictionary.reference.com/browse/fraud
yes its still fraud.
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HA ha ha
Sent from my PC36100 using XDA App
Sprint EVO Replacement
I have been a customer of Sprint 12+ years and my experience with repair/replace of devices seems pretty typical. Some repair centers have treated me fine and one other consistently work at screwing me over. As with all new devices, there are manufacturer issues which have nothing to do with the user (bad screens, charging ports, non-functioning buttons etc.). As a corporate customer I always had a rep that would take care of an issue even if the local operation couldn't/wouldn't. I have not abused their staff nor have I abused my equipment in any way, I still have a perfect functioning Samsung i300, PPC6600 and Touch (Don't ask why I keep them around, I don't know). Each one of these needed some repair over the 2+ years I had them activated. Sprint has had many repairs centers around Metro Atlanta over the years, closing or consolidating and re-opening them from time to time. It has been my experience that you have to avoid some repair centers, those that take your device out back and come back to you withing 10 minutes with the "Wet" battery story - I have never had any of my devices ever get water or moisture on them except one and I willingly paid the deductible for that one. Recently I had the not charging issue on my EVO purchased June 4, 2010, 9+ months. Because I had to take it to the local/nearest repair center which I had problems with in the past I was apprehensive but confident I had done nothing wrong or abused the device. The tech took it out back, came back 45 minutes later and informed me that I had abused the charging port on the device and that it had come unsolder-ed and would have to go through Assurance to replace it, to which I asked her to show me. I insisted that was a defect as opposed to abuse and got nowhere. It took some insistence that I believed I should not have to pay ANY deductible. She ask her superior and was granted a one time exception to their policy to replace my (Abused, according to her) device. I have since then gone to what was my local Sprint store with my son for a new phone. This store, near our mall had closed and the independent repair center a half mile away had taken over the Sprint space. I recognized an employee who had previously worked in that store for Sprint and we stuck up the conversation about my recent repair and the trouble I had. He informed me that Sprint was well aware of the charging port issue and if I had brought it there there wouldn't have been any problem replacing it at all. He checked my device and discovered that the battery had become over heated and swollen, most likely due to the charging port problems. He ordered a new one at no charge as Sprint was aware of this also.
Moral of the story, sometimes you may have drive to a different repair center or take unscrupulous measures or insistence to get a problem resolved with big companies who aren't able or willing to do the right thing on their own, Sprint being no exception.
This charging port issue, which mine phone has, is another reason I'm leery about getting another HTC phone. I think the quality of their phones is highly overrated.
Everyone keeps saying that the broken charger port is a known issue with Sprint, but I recently did not have any success from this angle.
I took my phone to a local Sprint repair store and the tech opened the phone and said my charger port had came off the motherboard. It looked like a clean solder break to me, and he said he wasn't allowed to fix it and it wasn't covered.
I then called customer service and they also said it would not be covered by warranty. I mentioned that this is supposed to be a known issue with HTC EVOs and they said it wasn't. I spoke with her supervisor, and she also insisted that it was not a known issue. I then spoke with another supervisor who insisted this wasn't a known issue.
Is there something that I'm doing wrong? How can I get them to acknowledge this?
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
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Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.
I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
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What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon
That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App
It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.
Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
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I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon
Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
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I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
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I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.
Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.
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);
Yeah they tried to rip me off to. Sent me an invite for OnePlus 2.. I saw the timer only had 3 hours left so I ordered. I started reading about the 1+2 and heard about how many problems they were having. I immediately sent them 4 emails over a day and a half (no later than one hour after order was taken) to cancel. I did everything by their book to cancel the order. I do a PayPal claim and 4 days later they said since the funds were frozen my money was coming back and the order would not be shipped. 10 days go by and it's the last day, so I'm supposed to get my money back from PayPal. The idiots sent PayPal a tracking number to PayPal to stop the claim and showed it as delivered to an old address that I didn't even provide on the order. It was the apartment I stayed in for my first OPO... Someone signed my name a day later and forged it. I am a notary, so I give my notary number to PayPal, they see the forged signature and give me my money back. A week later a guy drops off the OnePlus 2 package at my real address. OP tried to get me to send it back to them and I just did screw you and sold of and made $410. They had so many chances and they withheld my money for two weeks, because they didn't want my order to be canceled. In the end they lost, I don't feel sorry for them one bit, and since PayPal settled it, there's nothing they can do. Should have just canceled instead of ignoring me. They reek of desperation.
Sent from my A0001 using XDA Free mobile app
Wow. This really suprises me. I was actually considering of swapping my S5 or just buy a second phone wich would be OPO, but this cleared my mind a bit. Thanks.
welcome in the club !!!
I will never buy anymore a branded OPO smartphone.
I didn't want to RMA the device (the tales spooked me out of it), so I got the microphone flex on ebay for € 24 . when I proceded to install it, I saw the sticker close to the USB port that had colored red, so at least I knew I saved myself some unecessary stress by doing it myself. those stickers go red easily, I never got my phone out of it's case and didn't even use it once under the rain. But on the other hand, oneplus has no other way to tell who is messing around and who is being honest with RMA requests, all manufacturer do it (except Apple who are known to turn a blind eye on your first RMA if you use their own warranty extention plan)
Its really annoying when u does nothing to u r phone and it get damaged and u have to pay half money of that price of phone
$366 for purchasing and 166$ for repairment for broken screen which i doesn't broke with any fall or damage
It just got automatically when it was in pocket whole day at work
What a quality of hardware it is its crap
Never buy this if u then u will NEVER SETTLE
http://forum.xda-developers.com/oneplus-one/general/1-10-settle-t3197005