All of a sudden I've got a red line down the right side of my screen. Had the phone since June but obviously this happens to me a few days after rooting, etc and tripping Knox...
Wondering if anyone in the UK has had any luck with similar issues with the warranty? Bought the phone unlocked from carphone warehouse.
Thanks
It depends to which repair center you will send it. Some in my country, for issues like above they don't cut your warranty if knox is tripped. However, they can if they want...so it depends on your luck.
I believe EU consumer right law prohibits any company from voiding warranty on rooted devices, so you should be fine.
Sent from my SM-G935F using XDA-Developers mobile app
I have had 2 devices go back to Samsung through Carphonewarehouse and both of them were sent back due to knox being tripped. Spent months pointing out to samsung EU directives but they did not budge at all. You may be lucky but sorry to say I wouldnt hold your breath.
Marshall1975 said:
I have had 2 devices go back to Samsung through Carphonewarehouse and both of them were sent back due to knox being tripped. Spent months pointing out to samsung EU directives but they did not budge at all. You may be lucky but sorry to say I wouldnt hold your breath.
Click to expand...
Click to collapse
In this case it's Carphone Warehouse you should be arguing with, as your consumer rights are via the place that sold you the phone, not Samsung directly.
Marshall1975 said:
I have had 2 devices go back to Samsung through Carphonewarehouse and both of them were sent back due to knox being tripped. Spent months pointing out to samsung EU directives but they did not budge at all. You may be lucky but sorry to say I wouldnt hold your breath.
Click to expand...
Click to collapse
unfortunately, even here that's true, some are not official samsung centers and will reject you for anything they can...
riso123 said:
I believe EU consumer right law prohibits any company from voiding warranty on rooted devices, so you should be fine.
Sent from my SM-G935F using XDA-Developers mobile app
Click to expand...
Click to collapse
This doesn't apply to the UK, and then only in certain EU countries. Here in the UK your screwed. You can try your luck but expect a no and you'll probably have to pay for shipping the device back. I'm taking from experience. I had a 6 month battle with HTC when my charger port basically fell out and it was rooted. Had to argue something rotten to get it fixed for free.
Sent from my SM-G935F using XDA-Developers mobile app
RuffBuster said:
This doesn't apply to the UK, and then only in certain EU countries. Here in the UK your screwed. You can try your luck but expect a no and you'll probably have to pay for shipping the device back. I'm taking from experience. I had a 6 month battle with HTC when my charger port basically fell out and it was rooted. Had to argue something rotten to get it fixed for free.
Sent from my SM-G935F using XDA-Developers mobile app
Click to expand...
Click to collapse
Of course EU consumer rights apply in the UK. Whilst "we" may have voted to leave the EU, we are still part of the EU and therefore EU consumer rights still apply.
You make a valid point though when you say you had to argue to get something fixed - just like insurance companies, sellers will try to argue that something that is valid (i.e. a warranty) isn't valid when they know full well that it is. They do so because most people will back down and this saves them money.
Argue your point, don't take no for an answer, and, if necessary, threaten them with Trading Standards.
Chances are that the supplier will back down because at that point it is more cost effective for them to do so, because ultimately, if you're within the warranty period, they will have to prove that the fault was caused because the device was rooted.
Regards,
Dave
Sent from my Pixel C using Tapatalk
RuffBuster said:
This doesn't apply to the UK, and then only in certain EU countries. Here in the UK your screwed. You can try your luck but expect a no and you'll probably have to pay for shipping the device back. I'm taking from experience. I had a 6 month battle with HTC when my charger port basically fell out and it was rooted. Had to argue something rotten to get it fixed for free.
Sent from my SM-G935F using XDA-Developers mobile app
Click to expand...
Click to collapse
I have sent a rooted M7 and M8 back to HTC with no problems, as did many of my friends.
OP, give it a go. No one I know personally, who has tripped KNOX on their S6 or S7 Edge has had a warranty claim denied. I'd most certainly get trading standards involved. Not worth the hassle. Same as getting the Ombudsman involved when banks try to screw you. Once you go to an official authority figure, companies wise up. The general person backs down hence them trying to pull a fast one.
You can't fight the system. I asked to replace my new S7E because my home button was defected (it was making strange noise when released, more like getting jammed on the glass) I was declined by my seller and told to go to my warranty service, there I was told they can fix it or I can write that I refuse the phone to be fixed and demand and exchange or money back. This all started OCT24 and best case scenario I will be getting the phone NOV28 or will be getting the same defected one... That is more then a month, rly disappointed in Samsung quality waited note7 for 2-3 month as a preorder, then got a defected S7E... Imo if they wont increase their quality I will skip Sammy next year and go to a dark side.
Related
Well, if you bought the phone in EU and that it can't be proven that what you've done software-wise has caused a hardware fault.
http://fsfe.org/freesoftware/legal/flashingdevices.en.html
I just thought of something. What if the eMMC craps out? Because Samsung confirmed it's because of a software fault that can cause a hardware fault. Paradox?
Also, of you have a warranty of 1 year (I dont know if samsung has 2 or 1 year warranty) in Europe the expectation of the life of a phone which costs more than 250€ is more than 2 years. That the manufacturer is still responsible.
There have been warranty cases where iphones died after a year but the rules say it was Apples fault. Altough apple *****ed a lot they were forced to repair those devices
Sent from my GT-I9300 using xda premium
All New goods are covered for two years EU guarantee
its the LAW under the Sale of Goods ACT. Any shop or Company telling you otherwise are breaking the LAW
if anything happens that you are not responsible for causing, they have no choice but to fix it or give you the equivalent as a replacement, even if they suspect you may be at fault they have to provide evidence or they can not say NO.
Some place will sell with a 1 year warranty but even so they are responsible for 2 years whether they like it or not so do not get fooled by their tricks and Quote the LAW to them.
Good link, thanks for the post.
I already knew this, but I get quite annoyed by even developers propagating the myth that everywhere, no matter what, once you flash "Your warranty is now void", even putting it in the instructions as a fact
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esist said:
Good link, thanks for the post.
I already knew this, but I get quite annoyed by even developers propagating the myth that everywhere, no matter what, once you flash "Your warranty is now void", even putting it in the instructions as a fact
Click to expand...
Click to collapse
Agree with you here, but we still need to be careful, because not all countries have the same legal protections.
Even here in Australia, it's still quite a grey legal area and tech companies will use any trick in the book to find loopholes in the legislation and get away with voiding warranties.
Therefore, I think it's probably better to err on the side of caution and advise people that they may void their warranty depending on their jurisdiction.
i think it should be applied world wide cos it's a known fault in the 16gb models and they should fix it regardless of whether the phone was rooted or not.
i wouldn't mind an upgrade to 32gb though.
My two cents regarding this issue :
Here are more informations :
Read this : http://forum.xda-developers.com/showpost.php?p=36530300&postcount=3004
and this (usefull blog and the european directive) : http://forum.xda-developers.com/showpost.php?p=36537218&postcount=3018
I've sent samsung french customer service two mails asking for samsung official position regarding this european directive, no answer yet
(Cause either the first hotline level or certified repair centers told you that rooted= no warranty )
Some of the advice in this thread isn't strictly accurate. In the UK the sale of goods act states the goods must be fit for purpose and free from material defects. This is the case with all goods sold and is implied regardless of what the store says. Also - your contract is with the store not Samsung under SGA. If you run the phone over with a car you can't rely on the SGA. If you brick it because of a bad rom flash its going to largely be down to what reason you give that it was bricked and when it happened (inside or outside initial 9months) They will argue you have not used the phone for its intended purpose and your actions caused it to brick. Ultimately a Court would have to decide if you sued.
Also whilst it's true a warranty isn't necessarily 1 year and can be more its what the court determines as a "reasonable period" taking into account the cost and type of good sold. I think this may differ from EU directive as to how it's been implemented in UK although it's been awhile since law school heh.
Tbh would you really want to take a shop to court over you bricking your phone when they refused to fix or provide you with a new one outside initial 6months?? Esp given they'd argue you were then one who causes the failure because you used it in a way not envisaged when you bought it?
Reality of life is that you can get all jumpy about consumer rights but you have to have the balls and money and time to enforce them. Most people don't and definitely don't if there's a chance of losing and being ordered to pay other sides costs.
Sent from my GT-I9300 using xda app-developers app
"All New goods are covered for two years EU guarantee its the LAW under the Sale of Goods ACT"
As I'm just about to send my SGSIII off for repair (due to random restarts and crashes, which I fear may be the beginning of "SDS") I've just been looking at the guarantee booklet that came with the phone when I first got it and it does indeed say that the warranty is two years.
As I've had the phone rooted I'm kinda expecting them to turn around and say it isn't covered by warranty but I'm fully prepared to tell them it is (as I saw somebody else on here had done) and see what they say from there. Hopefully they won't question it though (I'm pretty sure it's not me flashing software on it that's causing the crashes and restarts because the first time it restarted of it's own accord was at least a week (and probably longer than that) after I'd flashed the last firmware (and it's always been "stock" firmware I've used anyway (i.e. firmware from Samsung themselves - even if sometimes it wasn't the final version)).
sgsboyo said:
"All New goods are covered for two years EU guarantee its the LAW under the Sale of Goods ACT"
As I'm just about to send my SGSIII off for repair (due to random restarts and crashes, which I fear may be the beginning of "SDS") I've just been looking at the guarantee booklet that came with the phone when I first got it and it does indeed say that the warranty is two years.
As I've had the phone rooted I'm kinda expecting them to turn around and say it isn't covered by warranty but I'm fully prepared to tell them it is (as I saw somebody else on here had done) and see what they say from there. Hopefully they won't question it though (I'm pretty sure it's not me flashing software on it that's causing the crashes and restarts because the first time it restarted of it's own accord was at least a week (and probably longer than that) after I'd flashed the last firmware (and it's always been "stock" firmware I've used anyway (i.e. firmware from Samsung themselves - even if sometimes it wasn't the final version)).
Click to expand...
Click to collapse
To be honest, if you flash it do it's completely stock and the issue persists it should be a hardware failure, and the only reason the hardware would fail because of rooting/custom roms is overclocking the CPU/GPU and frying them.
Let us know how it goes.
Samsung eventually got back to me regarding the repair of my phone and have refused to fix it without me paying for the service (£163) because it was rooted.
Needless to say I'm less than happy. They persisted with saying that rooting voids the warranty and wouldn't back down.
I'm furious because I'm aware of all the sudden death syndrome problems affecting this phone and i wish I'd kept using it till it did actually die before sending it off to them to repair.
But I've learned a costly lesson and won't be rooting while in warranty again (and may very well have bought my last Samsung smart phone).
Sent from my GT-P7510 using xda premium
That is a very informative and useful tip. Unfortunately, most people think that software modifications void the warranty under EU jurisdiction. Apparently that's not the case. Thanks op.
Sent from my GT-I9300 using Tapatalk 2
Theshawty said:
Well, if you bought the phone in EU and that it can't be proven that what you've done software-wise has caused a hardware fault.
http://fsfe.org/freesoftware/legal/flashingdevices.en.html
I just thought of something. What if the eMMC craps out? Because Samsung confirmed it's because of a software fault that can cause a hardware fault. Paradox?
Click to expand...
Click to collapse
I'm sorry but this is only a directive... after this in each country has to pass their own law in order to comply with directive... sometimes not every country make this last step. I'm thinking for ex UK that don't comply for the 2 years warranty for consumer products. Other country, mine (Portugal), is very avid in forgeting to make laws to comply with EU directives...
Just saying, careful cause in your country their may not have a law that comply with this EU directive.
sgsboyo said:
Samsung eventually got back to me regarding the repair of my phone and have refused to fix it without me paying for the service (£163) because it was rooted.
Needless to say I'm less than happy. They persisted with saying that rooting voids the warranty and wouldn't back down.
I'm furious because I'm aware of all the sudden death syndrome problems affecting this phone and i wish I'd kept using it till it did actually die before sending it off to them to repair.
But I've learned a costly lesson and won't be rooting while in warranty again (and may very well have bought my last Samsung smart phone).
Sent from my GT-P7510 using xda premium
Click to expand...
Click to collapse
You should moan about the directive stated in shawtys post and never play along.
Sent from my GT-I9300 using xda premium
My latest response from the Samsung "care" team yesterday:
" Thank you for contacting Samsung, I am sorry that you feel this way about the product.
*
I appreciate that you are saying that rooting the phone has not caused this issue, however by rooting the phone the warranty has been voided.* As a result, this repair and all future repairs will be chargeable.
*
Please do not hesitate to contact us if we can be of further assistance."
So without spending more cash on trying to pursue my rights I'm stuck. No more rooting for me, and I just hope this bloody phone lasts till the end of my contract without needing any more repairs (May 2014).
*
Sent from my GT-I9300 using xda premium
sgsboyo said:
My latest response from the Samsung "care" team yesterday:
" Thank you for contacting Samsung, I am sorry that you feel this way about the product.
*
I appreciate that you are saying that rooting the phone has not caused this issue, however by rooting the phone the warranty has been voided.* As a result, this repair and all future repairs will be chargeable.
*
Please do not hesitate to contact us if we can be of further assistance."
So without spending more cash on trying to pursue my rights I'm stuck. No more rooting for me, and I just hope this bloody phone lasts till the end of my contract without needing any more repairs (May 2014).
*
Sent from my GT-I9300 using xda premium
Click to expand...
Click to collapse
Thats the be all and end all of the root warranty topic . EU says yes Samsung says no .
As its written into Samsung warranty and part of the repair checking process it has to be a court case .
However unless Samsung is the vendor then its not their problem anyway as the law apply s to the vendor .You pursue the vendor for claims not Samsung who are offering an additional limited warranty on top of your lawful warranty / guarantee sale of goods etc from the vendor .
jje
JJEgan said:
Thats the be all and end all of the root warranty topic . EU says yes Samsung says no .
As its written into Samsung warranty and part of the repair checking process it has to be a court case .
However unless Samsung is the vendor then its not their problem anyway as the law apply s to the vendor .You pursue the vendor for claims not Samsung who are offering an additional limited warranty on top of your lawful warranty / guarantee sale of goods etc from the vendor .
jje
Click to expand...
Click to collapse
Yes it's been a costly mistake on my part going direct to Samsung when I just thought it would be quicker. Never again.
Sent from my GT-I9300 using xda premium
Just realised tonight, since my phone is no longer covered by warranty I'm free to root it and do whatever I want with it. Shame that's kinda lost its appeal. Need new inspiration!
Sent from my GT-I9300 using xda premium
I bought an AT&T S4 32gb from ebay brand new a week ago. It was working well & it was never rooted or custom rom installed.
I slept & woke up & this phone wasnt responding to anything i do. No boot or power at all, checked battery it looks fine & voltage output is 4.21.
I didnt open the phone, though it never got water/liquid damage. Another thing strange is its not even heating up from any side.
Wrote this thread in hope, if anyone has had in this situation & made it work again.
Im truthful to every line i wrote. Need solutions.
vivek90 said:
I bought an AT&T S4 32gb from ebay brand new a week ago. It was working well & it was never rooted or custom rom installed.
I slept & woke up & this phone wasnt responding to anything i do. No boot or power at all, checked battery it looks fine & voltage output is 4.21.
I didnt open the phone, though it never got water/liquid damage. Another thing strange is its not even heating up from any side.
Wrote this thread in hope, if anyone has had in this situation & made it work again.
Im truthful to every line i wrote. Need solutions.
Click to expand...
Click to collapse
Warranty perhaps
Sent from my SAMSUNG-SGH-I337 using xda premium
nthknd said:
Warranty perhaps
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Click to expand...
Click to collapse
I stay in INDIA & want this model cuz its battery life is much better than International S4.
So i cant claim warranty, that was once working fine.
vivek90 said:
I stay in INDIA & want this model cuz its battery life is much better than International S4.
So i cant claim warranty, that was once working fine.
Click to expand...
Click to collapse
I dint get it...why cant you claim warranty? Warranty is for devices that were once working fine but no longer are. Warranty is through samsung themself not your carrier...so it shouldnt matter how you got it you should still have up to a year to file warranty
Sent from my SAMSUNG-SGH-I337 using Tapatalk 4
mg2195 said:
I dint get it...why cant you claim warranty? Warranty is for devices that were once working fine but no longer are. Warranty is through samsung themself not your carrier...so it shouldnt matter how you got it you should still have up to a year to file warranty
Sent from my SAMSUNG-SGH-I337 using Tapatalk 4
Click to expand...
Click to collapse
As I said, i bought from "ebay.com" seller, that isnt helping as the seller states, it was working when he sold to me & he doesnt wanna help. Yes you are right but i can only claim warranty if i stay in USA & if i have the receipt, which i dont have. I cant claim warranty locally as its an AT&T phone which is only sold in US.
The way around is to make it work.
vivek90 said:
As I said, i bought from "ebay.com" seller, that isnt helping as the seller states, it was working when he sold to me & he doesnt wanna help. Yes you are right but i can only claim warranty if i stay in USA & if i have the receipt, which i dont have. I cant claim warranty locally as its an AT&T phone which is only sold in US.
The way around is to make it work.
Click to expand...
Click to collapse
Dont claim it through att, claim it through SAMSUNG.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 4
vivek90 said:
As I said, i bought from "ebay.com" seller, that isnt helping as the seller states, it was working when he sold to me & he doesnt wanna help. Yes you are right but i can only claim warranty if i stay in USA & if i have the receipt, which i dont have. I cant claim warranty locally as its an AT&T phone which is only sold in US.
The way around is to make it work.
Click to expand...
Click to collapse
Just to make sure you covered all your bases call Samsung tech support. See if they have any ideas
Sent from my SAMSUNG-SGH-I337 using xda premium
Can i really??
I have to call Samsung USA tech support i guess ?? But will they help i will be calling from INDIA.
Samsung doesnt want to help if he is outside the usa because it is the usa based device so they will only service it within the usa I believe via UPS mailing since they ship back only to a usa address.
Why don't you open a ebay/paypal claim to get your money back?
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
Febby said:
Samsung doesnt want to help if he is outside the usa because it is the usa based device so they will only service it within the usa I believe via UPS mailing since they ship back only to a usa address.
Why don't you open a ebay/paypal claim to get your money back?
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
Click to expand...
Click to collapse
That is wat i was thinkng, samsung will not believe me.
Making a claim will be unfair i think, cuz it worked well for the past week.
vivek90 said:
That is wat i was thinkng, samsung will not believe me.
Making a claim will be unfair i think, cuz it worked well for the past week.
Click to expand...
Click to collapse
I don't think it is unfair. You paid for a product that obviously was defective as it died randomly. If I buy a item from a store I expect to work, not die randomly to suck it up. Even though its a used item, you shouldn't deal with issues that perhaps the previous owner did not tell you.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
It should still be covered and you can print your Paypal receipt as proof that it was brand new if the title of the auction says brand new. I think it should be covered. You will need to register it with Samsung for warranty service. Toucan do that on their website. You probably won't even have to mention where you bought it.
galaxyjeff said:
It should still be covered and you can print your Paypal receipt as proof that it was brand new if the title of the auction says brand new. I think it should be covered. You will need to register it with Samsung for warranty service. Toucan do that on their website. You probably won't even have to mention where you bought it.
Click to expand...
Click to collapse
He is India and bought a device only covered for warranty within U.S.A terrority by law. They wouldn't be forced to service an out of country warranty. Same deal happened to my friend in europe with a U.S.A tmobile s4. He ended up shipping it to me so I could ship to them.
Then again its soley by Samsungs choice. He could try contacting their international department to see if they'll honor it for him.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
Febby said:
He is India and bought a device only covered for warranty within U.S.A terrority by law. They wouldn't be forced to service an out of country warranty. Same deal happened to my friend in europe with a U.S.A tmobile s4. He ended up shipping it to me so I could ship to them.
Then again its soley by Samsungs choice. He could try contacting their international department to see if they'll honor it for him.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
Click to expand...
Click to collapse
They may service it for him. I'd play with it more. Its unusual for a phone to just die like that but something could have shorted out in it. I don't know how good the electricity in India is.
I say give it a try. Call sammy and also file a claim with PayPal. He should stand by his product.
Sent from my SAMSUNG-SGH-I337 using XDA Premium 4 mobile app
Im really disappointed at your suggestions, making a paypal claim is my last resort.
As previously, i bought a captivate which died the same way after a month, of i did claim thru paypal i ended up losing both phone & money.
Yes Samsung may help, international samy will not bother to help & if its USA samy i must have to call from a valid US no. right?
Hello Febby, u gave me a good suggestion, ur frnd sent it to u, but can i as im limited by the person i know in USA.
Frankly, i just wanna try something myself, to make it work & btw electricity is good, but its a little costly where i stay & power cuts are limited.
My S4 screen cracked, they never asked for a proof of purchase (but then again, they took my $200 to fix it). Maybe look into something like VIAddress, they provide a US address for you to tell companies to ship to and they'll forward it to a big number of countries for some fee.
pejhod said:
My S4 screen cracked, they never asked for a proof of purchase (but then again, they took my $200 to fix it). Maybe look into something like VIAddress, they provide a US address for you to tell companies to ship to and they'll forward it to a big number of countries for some fee.
Click to expand...
Click to collapse
OK viaddress are they reliable, how much time do they take. They didnt ask cuz u paid for it, mine is diff then urs, as its totally dead... no response at all. They might ask
I've never used VIAddress, but I've sold several thing on eBay to people who used almost identical addresses that went to this freight complex in an pharma/industrial part of our country, New Jersey. One person was Chinese and the other Russian. So I'm guessing they used this or another forwarding service... it must be good if they used it.
True, Samsung might ask you, but I think the warranty will stand by serial number and not owner. I've sold a Galaxy S3 to someone and AT&T at least, assured us that there would be no problems with the other guy making a claim.
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Samsung has officially confirm that they will not honor any warranty they can see the Knox software being tripped, as in my case today.
They will not replace or repair any phone that has this status on the screen, as this is a directive from Samsung HQ.
Clarification from Samsung UK at last then. Bugger :crying:
Takes UK rooting to a whole new level then, especially with the amount of defective devices there has already been floating around. 0x1 is certainly a risk now more than ever.. especially if they won't fulfil any fixes even if you choose to pay.
samuel clarke said:
Samsung has officially confirm that they will not honor any warranty they can see the Knox software being tripped, as in my case today.
They will not replace or repair any phone that has this status on the screen, as this is a directive from Samsung HQ.
Click to expand...
Click to collapse
Any documentation like an email ?
Did you ask for a copy of this "directive from Samsung HQ"? There must be some kind of written documentation ....
Mittaa said:
Any documentation like an email ?
Click to expand...
Click to collapse
http://forum.xda-developers.com/showthread.php?t=2542127
documented in this thread, altho no emails etc, no reason to lie really.
Also, I've come to the conclusion that Samsung do UK repairs through third party shops (from when I looked for one in my city York), therefore they decide on what they will and will not repair given on Samsung's original advice it seems.
Nope direct words from the technical engineer at Samsung service center at Stratford Westfield I also have a the following email.
Regarding your Note 3, we have done some investigating into the fault and it turns out that the device has what we call, been rooted. This means that un official software has been loaded onto the device and in the end this results in the voiding of the warranty.
Please feel free to come and collect the handset but i am sorry to deliver the bad news.
Samsung Store
114 The street
Westfield Stratford City
London
E20 1EJ
OK so what I can gather from this is - Samsung themselves will NOT repair a device even if you try/offer to pay to have it done.
But.... Their third party representative shops seem to be carrying out repairs 0x0 or 0x1 regardless?
That sound about right?
Really? I think EU law would supercede this.
FlamingGoat said:
Really? I think EU law would supercede this.
Click to expand...
Click to collapse
Yes, that is true. They cant get away citing Knox. See this
http://matija.suklje.name/rooting-and-flashing-your-device-does-not-void-the-warranty-in-eu
no it can't
just because samsung want it to doesn't mean that it does
european law will take precedence ....you may have to fight for it but they can't refuse to honour the warranty unless they can prove rooting and installing a rom has broken the phone
way to many companies try this on .....(sorry you hav broken this sticker you have voided your warranty) .......not in the uk you don't or the rest of europe for that matter
Sue the bell-ends
Right... this is an ideal case for the UK small claims court. It can all be done online, and the process does work.
http://www.adviceguide.org.uk/engla..._e/law_taking_legal_action_e/small_claims.htm
Samsung (and their peers) need to be told that EU law trumps their stupid unfair warranty rules.
The claim will actually be against the retailer, since it is with them that you have a contract, so you need to (rather unfairly) go after the shop or the service provider who sold you the phone.
I believe the process costs around £40, and I dont think you need to attend court in person.
A friend of mine successfully went through this process with the provider Three UK when he couldnt get HTC to repair the camera that had cracked on his phone. He won a judgement against Three for the full (unlocked) value of the handset, and got the money.
If this can be successfully done, and documented, it will start to set a precedent that unrelated hardware faults cannot be excluded from warranty rights (actually statuary rights in the EU) due to rooting, or any other software mod.
I strongly urge you to follow this course, for the good of the many (as well as yourself).
I want to root my Note3, but dare not...
cheers
George
samuel clarke said:
Nope direct words from the technical engineer at Samsung service center at Stratford Westfield I also have a the following email.
Regarding your Note 3, we have done some investigating into the fault and it turns out that the device has what we call, been rooted. This means that un official software has been loaded onto the device and in the end this results in the voiding of the warranty.
Please feel free to come and collect the handset but i am sorry to deliver the bad news.
Samsung Store
114 The street
Westfield Stratford City
London
E20 1EJ
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Is what I said here or in another thread (theres a lot around this currently). The warranty in the UK lays with the seller be it carrier, P4U or CPW or somewhere else. - 9 out of 10 times they'll fix/replace anyway. It's just Samsung themselves that are being stubborn (Samsung don't sell phones directly to consumer in the UK for whatever reason..). - It's all about not taking no for an answer more than anything.
I will write to Samsung UK and give them 14 days to refund the full amount I paid for a new phone. After that I will seek action from a small claims court, lets see what they say now
Good Stuff
samuel clarke said:
I will write to Samsung UK and give them 14 days to refund the full amount I paid for a new phone. After that I will seek action from a small claims court, lets see what they say now
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Good Stuff - please keep us updated on this forum.
Good luck with it
thanks
George
Yup get that letter wrote with the threat of small claims and cite the EU Directive. - get your money back
Sent from my SM-N9005 using XDA Premium 4 mobile app
Considering the EFS partition on this device is so fragile and will brick if you so much as sneeze on it, I am starting to regret tripping my knox.
Sure Samsung have no right to supersede EU law but you will have to go through so much hassle just to get them to honour their warranty.
Everyday when I use my Note 3 I always expect the WiFi to suddenly stop working, or the IMEI to disappear, or the device to start rebooting randomly. There are just so many reports of these problems randomly happening and add that to Samsung's stupid idea of 0x1 making your warranty invalid, I feel like I have wasted so much money. Sure this is a great device, but for how long will that last!
prank1 said:
Considering the EFS partition on this device is so fragile and will brick if you so much as sneeze on it, I am starting to regret tripping my knox.
Sure Samsung have no right to supersede EU law but you will have to go through so much hassle just to get them to honour their warranty.
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Actually, I think that you're wrong here. You guys in the EU have the advantage that law is on your side. Your disadvantage is that as individuals you're small and inconsequential. Thus Samsung as a Multi-Billion dollar corporation can give each and every one of you sh*t without worrying about it.
You're phone provider, on the other hand, is NOT a small and inconsequential individual. So if you all start to sue P4U or CPW how long do you think it will be before those companies start questioning Samsung?
Especially when the actual text states "Knox Warranty Void" NOT 'Device Warranty Void"
Ultimately this will benefit those who don't have the umbrella of EU law.
Go for it guys
I'm very close to pulling the trigger on purchasing the Z2 from never-msrp on eBay, but because it is an international item there is no warranty.
I realize a lot of people here have purchased in the US. Are you guys not worried about the no warranty?
rmd0311 said:
I'm very close to pulling the trigger on purchasing the Z2 from never-msrp on eBay, but because it is an international item there is no warranty.
I realize a lot of people here have purchased in the US. Are you guys not worried about the no warranty?
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I'm not from USA but I also don't have warranty. In my point of view it depends on your luck. I've already bought 3 phones without warranty and everything worked as it should. But on the other hand my friend had to repair his phone 2 times. It's always risky...
Where are you getting no warranty from? It comes with a 2 year warranty, granted you will need to contact the region you got it from for service. Although Sony USA told me that its covered by them too, but they can't service it because they don't have parts yet. I'm having to send mine to Taiwan for an issue. But there's definitely coverage.
Ruku1994 said:
I'm not from USA but I also don't have warranty. In my point of view it depends on your luck. I've already bought 3 phones without warranty and everything worked as it should. But on the other hand my friend had to repair his phone 2 times. It's always risky...
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By a SquareTrade warranty!
I plan on buying from never-msrp on ebay... Seems like a lot of people here have purchased from them/her. Warranty from Japan is fine by me, will just be a ***** to send, plus it will be in the US soon. So maybe Sony USA does cover when it makes it here.,
Thanks @hanano17
Has anyone on XDA had warrenty?
But seriously if it's worrying you that much you have 2 choices, buy the phone from your own region, or you can buy insurance for the phone, bearing in mind if you had to claim on the insurance you would need to pay an excess on any claim.
Sent from my D6503 using Tapatalk
Lol Good One
Sent from my D6502 using XDA Premium 4 mobile app
There u have it folks!
I'm SPEECHLESS!!!! Walked in to a NYC Samsung repair center today, with a cracked glass on my back panel.
No -- I understand that I've voided the warranty by tripping knox, but to refuse a to-be-paid, out-of-warranty glass replacement because I have my phone rooted and their "hardware tests are failing" and that's the Samsung policy?????
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
Lexee said:
There u have it folks!
I'm SPEECHLESS!!!! Walked in to a NYC Samsung repair center today, with a cracked glass on my back panel.
No -- I understand that I've voided the warranty by tripping knox, but to refuse a to-be-paid, out-of-warranty glass replacement because I have my phone rooted and their "hardware tests are failing" and that's the Samsung policy?????
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
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Wow - really? That sounds like someone has misinterpreted the policy. It's an out of warranty job that should be reasonably charged and that's that - what has knox got to do with anything? Even if the Knox flag wasn't tripped it would still be an out of warranty job. I'd complain to the store manager and probably to Samsung's social media contacts as well because that just doesn't sound right.
Knox cannot affect any repair, paid or not. USA has a law same as the EU about having the right to modify your own phone.
dlotters said:
I'd complain to the store manager and probably to Samsung's social media contacts
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This came from the store manager -- and trust me, I made my best effort to get all the same points across. The exact wording was this: "as an Authorized Samsung Repair Center, we're obligated to perform a series of hardware tests before returning the phone to the customer. Our hardware tests started failing right away because you have a tripped KNOX counter, so we couldn't proceed with the repair. It's the Samsung policy". Period. I guess their test #1 is, if Knox counter is greater than 0, FAIL. Maybe I should talk to a lawyer and see if I can somehow claim that Samsung wrongfully exposes me to a health hazard (being cut by broken glass) by refusing the repair under a made-up pretext.
Lexee said:
This came from the store manager -- and trust me, I made my best effort to get all the same points across. The exact wording was this: "as an Authorized Samsung Repair Center, we're obligated to perform a series of hardware tests before returning the phone to the customer. Our hardware tests started failing right away because you have a tripped KNOX counter, so we couldn't proceed with the repair. It's the Samsung policy". Period. I guess their test #1 is, if Knox counter is greater than 0, FAIL. Maybe I should talk to a lawyer and see if I can somehow claim that Samsung wrongfully exposes me to a health hazard (being cut by broken glass) by refusing the repair under a made-up pretext.
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Sounds like the manager is an idiot tbh.
His explanation makes no sense whatsoever.
The whole Knox status voids warranty in the States is crap but even that is irrelevant.
I'd make a noise on their twitter, Instagram, Facebook, etc and probably give their customer service line a call as well (assuming they have one there?) as this manager's stance just doesn't make any sense
Sent from my Galaxy S6 Edge
They are just covering their assess. It's failing a test they perform to make sure everything is in working order. So what happens when they repair the screen and something is not working properly, they will be on the hook to fix it. That being said I don't understand why they can't say if any other problems are there you will have to pay for the fix.
Sent from my SM-G925W8 using Tapatalk
Today I flashed stock recovery, stock kernel, stock ROM, did a factory reset and went back to the same center. I wanted to ask them to retry the same hardware tests again to see if maybe they succeed this time, with all software being stock. They obviously recognized me from the day before, checked the KNOX counter and just reiterated what I had suspected from the outset; that's it's not really about any "hardware test failing", but a straightforward policy. If KNOX is tripped, don't touch the phone for any reason. The manager said, "we have to guarantee any repair work for 90 days. If KNOX is tripped, we can't do that." They told me to try my luck with their main corporate office in Dallas. I guess I'll give it a shot.
Samsung REFUSES a Paid, Out-of-warranty Glass Replacement CITING TRIPPED KNOX...
Lexee said:
T
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
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Why would they change their policy if people just go out and buy a replacement ? They win, they now have two sales instead of one.
Seems redundant & contradictory being 'outraged' and then to open your wallet and give them more cash.
lynxblaine said:
Knox cannot affect any repair, paid or not. USA has a law same as the EU about having the right to modify your own phone.
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Not sure where your getting EU info from but it's incorrect. They still void your hardware warranty and can refuse repairs / service of any description in the EU if your Knox efuse has been tripped.
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I will have to find it. Modifying your phone is a legal right in the UK same as usa. If your modification is the cause of the issue they can charge but if unrelated they can't and the warranty remains.
nookcoloruser said:
Why would they change their policy if people just go out and buy a replacement ? They win, they now have two sales instead of one.
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Nah, come on, I am sure the aim of this policy was not to squeeze the last penny out of their bottom line. it's a major international conglomerate! They sell millions of appliances in every country of the world! This policy literally came out of the mouth of some lazy bureaucrat in charge of handset service, who basically took a quick shortcut and called it a day instead of thinking through the many different possibilities! Hey, to me being out of a few hundred bucks is not the end of the world either. But it's just so WRONG on so many levels! It sends a BAD message about Android, and a BAD message about Samsung! This was not meant to be an Apple shop! I fell in love with this phone -- I switched from HTC One, and I EVEN switched from ATT to TMobile just so I can have unlocked bootloader and modify to my heart's content! And now they're gonna give me this nonsense about tripped KNOX when my issue is broken glass?? BAD, WRONG, STUPID policy! Gosh, I wish I could get this message to a higher level executive rather than customer service.
Anyway, I called the main Dallas headquarters, told them about tripped KNOX and my experience at the NYC center, and the rep told me to send it in to their main service center anyway and see what happens. He wouldn't say if tripped KNOX would be a deal breaker or not. He said generally tripped KNOX is a big deal, but they have more sophisticated equipment than the regional centers typically, they'll examine the phone, see "how" Knox was tripped and take it from there. Sending it in today and going to be without a phone for the next week or so. Hoping for common sense to prevail..
Common sense? Come on, you know that has no place in here...
Personally I have never understood how a software issue could be used to deny a warranty or repair claim on something like a shattered screen. I mean seriously, I now have root access, how did that make my screen crack? Now if my radio or something went wonky I could understand. But a broken screen???
May I suggest buying a replacement glass and making the fix yourself ? I did this myself 3 times on my Z3c and it's actually very easy to do.
This phone isn't really the Z3...
True, but the process should be the same. Heat it up with a hairdryer, remove and then install the new back cover which already has the adhesive on it.
You can watch a tutorial here : https://www.youtube.com/watch?v=5RD44M4J-Rk
And for replacement parts I used this website http://www.witrigs.com/replacements-for-samsung-galaxy-s6-edge
If you don't feel confident about doing this yourself you can go to any phone service and they will do it for you on the spot for a small charge of course.
Should not cost you more than 30$, I bet Samsung will charge a lot more (that is if they agree to repair it).
kind3r said:
And for replacement parts I used this website
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Wow! Unbelievable! Thank you so much for the reference! The phone feels so solidly built that I didn't even think of researching this because I thought messing with it by hand is totally out of the question! I have it currently shipped to Dallas service center, but if rejected, I will definitely try this! :good:
Update: phone was rejected by the Samsung main service center. "BER", "beyond economic repair". Pathetic.
I've ordered the replacement glass on ebay! Looking forward to making the repair myself! Thanks @kind3r!
*09/09/2015//19:18:50//0001773863//Telephone//ASC*
9/9/2015 6:13 PM-PBA Inspection: The unit has left the technician. SOLUTION: BER
*09/09/2015//19:18:49//0001773863//Telephone//ASC*
Device rooted/Knox warranty failure
*09/09/2015//08:47:15//0001773863//Telephone//ASC*
9/9/2015 7:41 AM-Jennifer Bastardo: Accessory: sim card tray
*09/09/2015//08:47:14//0001773863//Telephone//ASC*
9/9/2015 7:41 AM-Jennifer Bastardo: The unit has been received. Pack Condition: Fair Packaging (Box & Cushion)
Wth, Bastard..o
Good luck with the DIY repair, please let us know how it turns out.
Sent from my SM-G925T using XDA Premium HD app
Yeah, figures ...
What I don't understand is why ... the warranty is void anyway and it will be void the next time you turn in your phone anyway.
Perhaps they don't want to assume responsibility for damages that their technicians may do during this repair.
Good luck with your repair, I suggest using some guitar picks so you don't risk scratching the frame.
Also be careful with the broken glass as it may shatter.
That's interesting. Cracked my screen, sent it in for repair and they fixed it even with a tripped Knox counter. But that service center is a douche for doing that. And it sucks that Samsung has one of the best hardware in many expects so sometimes just saying I'm done with Samsung just may not seem like an options if you want top of the line android.
Sent from my SM-G925F using Tapatalk
Hey guys! My baby looks brand new again! Check out a pic! (I put the broken glass in the packaging in which the replacement arrived).
Ended up paying $17 for the glass on ebay and repairing myself. Come to think of it, having rooted my phone I walked away with a much better deal! lol Thanks again to all who stepped forward with advice!