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just got a call from gloria of the fcc saying that they are serving verizon wireless with violations of the locked bootloader on moto devices!
I want to say, "woot!", but I'll remain skeptical.
Me too, but was completely caught off guard by the call and thought I was in trouble of some sort of trouble.
davwman said:
Me too, but was completely caught off guard by the call and thought I was in trouble of some sort of trouble.
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Why would the FCC call you?
I filed a complaint against verizon and moto and the woman gloria needed to know what company i wanted it filed against, I said both and she followed with " the fcc will be serving appropriate paperwork for violating regulations about the bootloader" Again im not making this up and was completely suprised myself by this.
davwman said:
I filed a complaint against verizon and moto and the woman gloria needed to know what company i wanted it filed against, I said both and she followed with " the fcc will be serving appropriate paperwork for violating regulations about the bootloader" Again im not making this up and was completely suprised myself by this.
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Ok, I did just a bit of digging.
You filed a consumer complaint, correct??
On consumer complaint, once a complaint is logged, they wait for a response from the company in question. When a response is given, it is reviewed, and then the FCC will determine if the company should be served a forfeiture order.
This order can be anything from financial liability of the company, which then can be pursued by the consumer, to as much as a forfeiture of their FCC regulation status, meaning they no longer can receive FCC approvals.
It's not clear if they're able to force Moto to unlock to bootloaders.
There is some information online about FCC complaints being turned down after the step you just described, because the company provided legitimate documentation of their actions.
There's also no limitation to the timeframe by which this can be completed, at least not as far as I can find.
So this is just a first step, and also a step that MAY have been taken before, and Motorola may have already submitted documentation on this, which means it would be turned down rather quickly.
What we do know is that after you notified of the findings, then you can request a copy of Moto's submission for your records.
That could be very interesting, or it could be a whole lot of nothing. Still it's interesting to hear that they are following through on your complaint.
@garlick, thanks for the info
Sure garlick. But don't you think that Moto (on Verizon Wireless orders) has currently violated an FCC regulation, documented or not?
Even documented, it has been violated and....
1. An international company like Motorola that can't receive FCC approvals is like to fail, so in this case, they will find a compromise with FCC and if not the RAZR, every other device released by Motorola and other companies (everyone has to receive the FCC approval prior selling a mobile device) will be UNLOCKABLE or UNLOCKED at their market release time;
2. Financial damage to a company like Motorola Mobility is a really bad thing: they don't have money to lose (okay, now that they're Google it isn't so much like that). Even if they lose money for the RAZR, they won't for other devices, so that they'll be UNLOCKABLE or UNLOCKED;
3. Surely the FCC will better examinate the next approval they'll give to Motorola, so that at least the next devices will be UNLOCKABLE or UNLOCKED.
What if they simply "lose" the papers where a consumer complains anything?
Oh well, that can lead to other problems, worst than economically damaging a company...
I mean, if this battle won't be win for the Droid RAZR, it will be a win for all the future devices from every company out there wanting to release a device with LTE capabilities in the US.
Currently Samsung UK will not repair any Nexus 10's as they insist that it is entirely Google's responsibility and they don't even have the device registered on their system. When retails such as Currys PC World UK begin to stock the nexus 10 who will deal with any faulty items after the retailers return period?
The retailers themselves, I presume
I assume that at present, as the tablets are only available to purchase through Google, it is Google's responsibility to repair/refund or whatever else may need doing to them, and Samsung are just the supplier.
Whereas when you can purchase them through retail outlets such as PC World, they themselves will be directly responsible for repairs/returns etc as they are the retailer, and Google is the supplier.
First port of call is always the retailer, it is their responsibility to contact the supplier if needs be.
joeyh51 said:
I assume that at present, as the tablets are only available to purchase through Google, it is Google's responsibility to repair/refund or whatever else may need doing to them, and Samsung are just the supplier.
Whereas when you can purchase them through retail outlets such as PC World, they themselves will be directly responsible for repairs/returns etc as they are the retailer, and Google is the supplier.
First port of call is always the retailer, it is their responsibility to contact the supplier if needs be.
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Thanks, I always assumed it was the manufacturer who made the product and so was responsable for any warranty repairs.
Under UK law the RETAILER is responsible. When you buy something you enter into a contract with the retailer and if there is a problem the retailer has to deal with it, the manufacturer has no responsibility... of course, manufacturers can choose to offer assistance with defective and/or broken products but there is no legal requirement for them to do so.
Once had a problem with a TV purchased from Argos and ended up having to research the relevant UK laws so that I could start quoting law at them to get them to replace the TV. It worked and I got a new, larger TV from them
First of all I'm am a USA customer and this was my experience. I don't know if it would be different in other countries but I've read a few customer service horror stories from people in other countries. So let's get to it
For anyone interested or considering it I would HIGHLY recommend getting the insurance with ADH (Accidental Damage from Handling) plan through Sony. It is an option when buying the phone through the Sony store and I think even after buying the phone you have either 60 days or a full year from the date of purchase to buy the plan. Anyway here is my experience.
I received my XZU from the Sony store in mid December 2013 I decided to buy the plan with ADH because $80 seemed like a bargain to replace a $680 device. (the ADH plan covers pretty much anything). Well as fate would have it on new years eve I was working during the day and when stopping to take lunch I checked my phone and noticed the screen was cracked and there were only 2 possibilities.
1.) the screen cracked from the pressure of being in my front jeans pocket while working.
OR
2.) while carrying a ladder at work it manged to bang against the phone while it was in my pocket and broke the screen.
So naturally I called Sony and told them possibility #1 lol.
The automated line was easy to navigate through and I was talking to a rep within 5 minutes. They were very thorough and asked several question like what pocket the phone was in. What I had been doing and told them everything I could while still maintaining complete innocence . I was transferred to about 3 reps and had to tell and confirm my story several times but finally the last rep said they would send a brand new phone too my home and all I had to do was put the old phone in the box and ship it back I think I had everything taken care of and was off the phone in about 20 minutes.
They have to receive the broken device within 30 days of shipping you your replacement or you will be billed for a 2nd phone. my replacement arrived in about 4 days and was brand new. The only issue I had was when I received the new device they forgot to send a return label. So I had to call back and get a printable label emailed to me. Which took a long time (5 days) but I shipped my broken phone back and have been using the replacement for about 2 months now with no issues *knock on wood * ((I'm actually writing this thread from my perfectly function 2nd XZU )). I was surprised at how smooth the process went. I was expecting to be put through all kinds of stuff, or expecting to get a refurbished phone but no it was brand new. I don't know how they can afford to hand out high end devices for $80 but I was ecstatic and I never received a bill for a second phone so I couldn't be more pleased with the service from Sony. but I now keep a flip cover on my XZU anytime it isn't on the charger.
One thing to note is that your $80 plan only covers one replacement and you cannot buy the plan twice (I know because I tried) . so if you use the plan and get a replacement phone and then break your replacement device then you have to buy a brand new phone from Sony to buy the ADH protection plan again. So stock up on the $6 leather flip cases on eBay from China lol that's what I've done.
I hope this helps anyone thinking about buying the ADH plan. If I wouldn't have bought it I would be looking at costly repairs or $680 for a new phone after only having it about 2 weeks. So if you're still eligible for the plan go buy it Now and remember if you have to use it, when you call in play dumb and make yourself look as innocent as possible. Had I told them it was probably broke while carrying a ladder I might have been put through some sort of loophole or something.
Anyway hope this helps. And if you have any questions ask away.
Good to hear a positive customer service story, most people just want to ***** about CS and the reps that work there
I'm glad I bought the insurance. Thanks for your experience. Now I feel better about sony customer service after hearing all other stories. But like you did and what I would do to is be calm and nice and do what they say and ask.
Sent from my C6806 using XDA Premium HD app
NuttinSpecial said:
First of all I'm am a USA customer and this was my experience. I don't know if it would be different in other countries but I've read a few customer service horror stories from people in other countries. So let's get to it
For anyone interested or considering it I would HIGHLY recommend getting the insurance with ADH (Accidental Damage from Handling) plan through Sony. It is an option when buying the phone through the Sony store and I think even after buying the phone you have either 60 days or a full year from the date of purchase to buy the plan. Anyway here is my experience.
I received my XZU from the Sony store in mid December 2013 I decided to buy the plan with ADH because $80 seemed like a bargain to replace a $680 device. (the ADH plan covers pretty much anything). Well as fate would have it on new years eve I was working during the day and when stopping to take lunch I checked my phone and noticed the screen was cracked and there were only 2 possibilities.
1.) the screen cracked from the pressure of being in my front jeans pocket while working.
OR
2.) while carrying a ladder at work it manged to bang against the phone while it was in my pocket and broke the screen.
So naturally I called Sony and told them possibility #1 lol.
The automated line was easy to navigate through and I was talking to a rep within 5 minutes. They were very thorough and asked several question like what pocket the phone was in. What I had been doing and told them everything I could while still maintaining complete innocence . I was transferred to about 3 reps and had to tell and confirm my story several times but finally the last rep said they would send a brand new phone too my home and all I had to do was put the old phone in the box and ship it back I think I had everything taken care of and was off the phone in about 20 minutes.
They have to receive the broken device within 30 days of shipping you your replacement or you will be billed for a 2nd phone. my replacement arrived in about 4 days and was brand new. The only issue I had was when I received the new device they forgot to send a return label. So I had to call back and get a printable label emailed to me. Which took a long time (5 days) but I shipped my broken phone back and have been using the replacement for about 2 months now with no issues *knock on wood * ((I'm actually writing this thread from my perfectly function 2nd XZU )). I was surprised at how smooth the process went. I was expecting to be put through all kinds of stuff, or expecting to get a refurbished phone but no it was brand new. I don't know how they can afford to hand out high end devices for $80 but I was ecstatic and I never received a bill for a second phone so I couldn't be more pleased with the service from Sony. but I now keep a flip cover on my XZU anytime it isn't on the charger.
One thing to note is that your $80 plan only covers one replacement and you cannot buy the plan twice (I know because I tried) . so if you use the plan and get a replacement phone and then break your replacement device then you have to buy a brand new phone from Sony to buy the ADH protection plan again. So stock up on the $6 leather flip cases on eBay from China lol that's what I've done.
I hope this helps anyone thinking about buying the ADH plan. If I wouldn't have bought it I would be looking at costly repairs or $680 for a new phone after only having it about 2 weeks. So if you're still eligible for the plan go buy it Now and remember if you have to use it, when you call in play dumb and make yourself look as innocent as possible. Had I told them it was probably broke while carrying a ladder I might have been put through some sort of loophole or something.
Anyway hope this helps. And if you have any questions ask away.
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We also have it here in PH., under a xperia shop handed by a telecommunication (or i think its just a partnership). the insurance is called Worry-Free Warranty it will cover up to 2 years warranty on all parts and labor and an accidental warranty in-case your too clumsy. the salesman explain to be even like the warranty is expiring next month and your still under the warranty they will replace it for a same unit OR! if the unit is unavailable they will replace it for a phone with the same price OR you can choose a higher one and just add some cash. and i was like WOAH! thank God i saw this shop. even i paid alot im worry free, BUT there is a catch. Warranty said if I rooted the device and it is still on warranty the whole warranty will be void. kinda hmm kinda sad but happy it is a mix emotion for me but yay i love my Xperia Z ultra w/ Cp12
blueether said:
Good to hear a positive customer service story, most people just want to ***** about CS and the reps that work there
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cameljockey1 said:
I'm glad I bought the insurance. Thanks for your experience. Now I feel better about sony customer service after hearing all other stories. But like you did and what I would do to is be calm and nice and do what they say and ask.
Sent from my C6806 using XDA Premium HD app
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Happy to help. I couldn't find many reviews of people's experience with ADH so with as well as my experience went I just had to post it to put people at ease. You can't beat the price for what it offers.
Yeah I am kind of a Sony fanboy. I've owned Playstations, psp, TVs, now a Vaio T that I love, and this phone is the best I've ever owned. And I'm so happy with the CS, I have yet to have an issue with Sony. And yeah as long as your polite and stick to your story they will take care of you.
Thiolo said:
We also have it here in PH., under a xperia shop handed by a telecommunication (or i think its just a partnership). the insurance is called Worry-Free Warranty it will cover up to 2 years warranty on all parts and labor and an accidental warranty in-case your too clumsy. the salesman explain to be even like the warranty is expiring next month and your still under the warranty they will replace it for a same unit OR! if the unit is unavailable they will replace it for a phone with the same price OR you can choose a higher one and just add some cash. and i was like WOAH! thank God i saw this shop. even i paid alot im worry free, BUT there is a catch. Warranty said if I rooted the device and it is still on warranty the whole warranty will be void. kinda hmm kinda sad but happy it is a mix emotion for me but yay i love my Xperia Z ultra w/ Cp12
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Click to collapse
Yeah I think if you root or alter the phone it voids warranty. Which is why I didn't remove the ASPL on the screen with the oleophobic coating. I just put on a screen protector and it's slick as glass. And the rooting doesn't bother me. I Change the themes, wallpaper, and ringtones and that's good enough for me lol
My story is a bit different
1. I broke my phone
2. called sony same day, after about 5 mins the rep assured me all was set and id receive my phone within a week or so.
3. I called the next day just to be sure since the process went through just a but too smooth. Ofcourse when i called back some rep said, nothing is being shipped to you because you havent spoken to "us" yet. I couldnt get out of him what "us" was and who i spoke to the day before. After some time of back and forth it turned out i also needed to give me CC#, which i did and they assured me the device would be sent soon.
4. Called back 3 days later, they said its being processed.
5. Called back next week, said its still being processed
6. Called back a few days later, still being processed.
7. Back on the 14th day, exactly two weeks later, they assured me the phone would be shipped out next day.
8. !!!! it was, i got it 1 day later!
9. No return label
10. called about return label, they said they would email it
11. called a few days later, they said it would be emailed
12. called a few days later gave them another email as well ....
13. Now its been about 2.5 weeks since i got the replacement phone and they still have not sent or emailed me anything about a shipping label.
All i care is they dont charge me for the replacement. If they do i am going to make a charge back.
All i want to do is send back the old phone and they will not send me a label.
so that has been my experience so far...
What if Z1 Compact was bought on eBay?
If I purchased my phone brand new/sealed on eBay and then buy ADH plan from sony.com, will the support department still honor the warranty in case something goes wrong with the device?
Thanks!
Hi, I just got off the phone with Sony. They got my credit card info, etc and told me that it needs processing and takes about 4-5 business days until I receive a confirmation e-mail from them. Did you have to go through this?
Thanks!!
Mine was replaced via warranty, late last year. Bought off eBay, used via WiFi for a few weeks. Something caused me to call ? Sony, so they e-mailed ? a free shipping label ? , FedEx picked up for free as well. Total turnaround was EXACTLY one week, in which they shipped me my current device , BRAND NEW . A first in my years experience with Sony, was shocked ? and surprised. Now running ? JB since yesterday . Cannot complain, a few things I would have kept that are no longer available . Just have to go through another learning ⤵ curve , no biggie .
Sent from my C6806 using XDA Free mobile app
Sony "Protection Plus" - one time repair??
I purchased a "Sony 2 Yr Protection Plan w/ADH" when I bought my phone, about 14 months ago. Now, it has developed a digitizer problem (large dead spot) that requires repair. Contract details if anyone wants to read them:
We would like to thank you for purchasing a Sony Protection PLUS plan. A contract is now in place, and registration has been completed based on the information shown above for your extended service plan coverage.
Below we have included the contract information and the Terms and Conditions, which will provide you with detailed information about your Extended Service Plan coverage.
Confirmation Number: 000XX000XXXXX00X0000X0X000XXXXXX000X00X
Model Number: SNYUSAssignments
Extended Service Plan SKU: PPSMP2A03
Extended Service Plan Description: 2 Yr Protection Plan w/ADH
Plan start date: 10/07/2014
Plan end date: 10/07/2016
If you have any questions, please feel free to contact us at 1-855-766-9777, Monday – Friday, 5:00 a.m. – 9:00 p.m. PT, Saturday – Sunday, 6:00 a.m. – 5:00 p.m. PT.
Thank you once again for your purchase, and we hope you have a wonderful experience with your product and the Protection PLUS Plan.
Sincerely,
The Sony Protection PLUS Team
Protection PLUS Service Plan + Accidental Damage
[ESC - SONY CONSUMER ELECTRONICS PROTECTION PLAN]
1. The Contract.
These Terms and Conditions govern the hardware service and/or replacement service provided to you for the Sony branded product (“Product”) listed on your proof of purchase (“Proof of Purchase”). Your “Contract” includes these Terms and Conditions and your Proof of Purchase. The provider contractually obligated to you under the terms of this Contract (“Provider”) is Federal Warranty Service Corporation, [P.O. Box 105689, Atlanta, GA 30348-5689], [1-877-881-8578] in all states except in Florida, where the Provider is United Service Protection, Inc., [11222 Quail Roost Drive, Miami, FL 33157], [1-877-881-8578]; and in Oklahoma, where the Provider is Assurant Service Protection, Inc. [P.O. Box 105689, Atlanta, GA 30348-5689], [1-866-266-9459]. Although Sony Electronics, Inc., [16530 Via Esprillo, Bld 1 San Diego, CA 92127] (“Sony”) is not the Provider, and this Contract is between you and the Provider, Sony is the administrator of this Contract and when you need service you should call Sony at [1-855-766-9777]. This Contract is not related to nor an extension of your manufacturer’s warranty, and instead includes only these Terms and Conditions and Proof of Purchase. This Contract is not a contract of insurance. Unless otherwise regulated under state law, the contents of this Contract should be interpreted and understood within the meaning of a "Service Contract" in Public Law #93-637.
2. What is Covered.
The available coverages are listed below. The coverage you purchased will be indicated on your Proof of Purchase.
2.1. Hardware Coverage
This Contract provides coverage for Product hardware failures due to defects in workmanship and/or materials, including power surge while properly connected to a surge protector. You may be asked to provide your surge protector for examination to validate a claim. Your Contract may provide for repairs or, depending on the Product, replacement coverage only. For PC customers, this Contract provides for one replacement of a factory installed rechargeable battery over the life of the Contract. Sony may use non-original manufacturer parts or re-manufactured parts for the repair.
2.2. Accidental Damage
You may also purchase optional coverage for failures due to accidental damage from handling (“ADH”), such as drops or spills that arise from normal handling and use of the Product. ADH coverage only applies to operational or mechanical failure caused by an accident from handling that is the result of an unexpected or unintentional external event that arises from your normal daily usage. If the Product is replaced, all obligations owed under this Contract will have been satisfied.
ADH coverage does not protect you in the cases of (a) theft, loss, misplacement, war, terrorism, fire, abuse, a willful or intentional act, (b) alteration or modification of the Product in any way, (c) damage caused by failure to perform manufacturer’s recommended operating instructions/standards or recommended maintenance, (d) cosmetic damage (e.g., scratches or dents) that does not prevent the proper functionality or use of the Product.
3. If You Need Service
If you need service during the Coverage Term, Sony will either (a) repair the defect, or failure due to ADH, using new or refurbished parts, (b) exchange the Product as a repair solution with an authorized replacement Product that may be new or refurbished, of like quality and functionality (c) replace the Product with an authorized replacement Product that may be new or refurbished, of like kind, quality and functionality not to exceed the purchase price of the Product; or (d) provide you with an amount equal to the purchase price of the Product less any sales tax, shipping, and service claims previously paid. Sony will try to match specific replacement preferences such as equipment color, cosmetics, or features, but this is not guaranteed.
If your Product is un-repairable and Sony replaces your Product, upon receipt of your Product by Sony, the replacement Product will be shipped to you. When you receive the replacement Product, the originally covered Product will become Sony ‘s property. If the Product is un-repairable and Sony replaces the Product all obligations owed under this Contract will have been satisfied.
If your Product is repairable and Sony exchanges your Product as a repair solution, upon receipt of your Product, the exchange Product will be shipped to you. When you receive the exchange Product, the originally covered Product will become Sony’s property. If the Product is repairable but Sony chooses to exchange the Product as a repair solution, this Contract will continue to provide coverage on the exchange Product for the remainder of your Contract coverage.
In the event that you are provided a replacement Product prior to your return of the originally covered Product, a hold on your credit card for an unrecovered equipment fee will be required (“Unrecovered Equipment Fee”). If you do not return your Product within 15 days after receipt of your replacement Product, the Unrecovered Equipment Fee will be processed. Upon timely receipt by Sony of your Product, the hold will be removed. If you do not provide a credit card authorization for the Unrecovered Equipment Fee, you will be shipped a box with a pre-paid postage label to deliver your original Product prior to providing a replacement Product.
If your Product fails three (3) times due to the same part failure, upon the fourth service request for the same part failure, Sony will replace the failed Product with an authorized replacement Product, which may be new or refurbished, of like kind, quality and functionality not to exceed the original retail purchase price of the Product. Replacement of the Product will satisfy all obligations owed under this Contract.
4. How to Get Service.
Call Sony at [1-855-766-9777] Monday to Friday, 5:00 a.m.–9:00 p.m. PST, Saturday and Sunday, 6:00 a.m.–5:00 p.m. PST. All service will be provided by Sony or Sony’s authorized service providers. If you purchased on-site service, but due to special circumstances (such as environmental or technical requirements, if your Product has failed due to ADH, repairs cannot be made on-site, or you are located more than fifty (50) miles from an authorized service provider), this Contract will cover the shipping cost of your Product to an authorized service provider. Sony will inspect the Product and validate that the reported failure is covered under this Contract. If the failure is not covered, you will be responsible for covering the cost of repair at that time or the Product will be returned to you.
5. Coverage Term.
Coverage may begin either on the date of Product purchase or the date of Product shipment (if purchased online) and will end after the expiration of the term listed on your Proof of Purchase (“Coverage Term”). This Contract provides benefits during and in addition to Sony’s manufacturer limited warranty; it does not replace Sony’s manufacturer limited warranty, but provides certain additional benefits during the term of the Sony manufacturer limited warranty. There is no obligation to renew this Contract.
6. Your Responsibilities.
To receive service under the Contract, you agree to:
A. have your Contract number and Proof of Purchase available if requested;
B. provide information about the symptoms and causes of any issues with the Product;
C. respond to requests for information such as Product serial number, model number, any peripheral devices connected or installed on the Product, any error messages displayed, actions taken before the Product experienced the issue and steps taken to resolve the issue;
D. maintain the Product in accordance with the service requirements from Sony under ts manufacturer limited warranty, including care and operating instructions/standards or recommended maintenance provided in the user guide;
E. protect the Product from further damage and operate the Product in accordance with the instructions/standards listed in the user’s guide;
F. back up your data and software before services are performed and remove any and all sensitive data from the Product prior to service. Sony is not responsible for any loss of your data under any circumstances. The contents of your Product may be deleted and the hard drive and/or storage media reformatted in the course of service. All Product settings will be returned to the original Sony default settings. All Product firmware (if applicable) will be updated to the latest official Sony version at the time of service.
G. make your Product accessible to the authorized service provider if your Product is installed within custom cabinetry or in a custom unit;
H. provide a non-threatening and safe environment to the call agent and the authorized service provider and ensure the presence of an adult at the time of scheduled on-site service, and reasonably allow the authorized servicer to perform the appropriate service;
I. provide notice of any defect or deficiency in service within ninety (90) days of discovery;
J. notify Sony if your address changes.
7. Cancellation.
You may cancel this Contract at the location of purchase. If you cancel within the first sixty (60) days of purchase, you will be refunded the full Contract price, less the cost of any repairs made, except as otherwise required by law. If you cancel your Contract after sixty (60) days from the date of purchase, you will receive a pro-rata refund. The effective date of cancellation is the date Sony receives your request for cancellation. We reserve the right to cancel this Contract at any time in the event of fraud or material misrepresentation by you. If we cancel this Contract, you will be provided with a written notice at least thirty (30) days prior to cancellation at your last known address, with the effective date for the cancellation and the reason for cancellation. You will receive a refund of the unearned pro-rata Contract price, less any claims paid, except as otherwise required by law.
8. What is Not Covered.
This Contract does not cover:
A. coverage, components, or products unless sold under a single SKU or “built-to-order,” TV stands or wall mounts, de-installation or re-installation of wall mounted TVs and other products, or inaccessible products;
B. consumable items such as non-factory-installed batteries, printer cartridges, bulbs, screen protectors, accessory cables, removable data storage devices;
C. any repair covered by Sony’s manufacturer’s limited warranty repairs noted in service bulletins and offered by Sony free of charge, repairs initiated by Sony under the manufacturer’s limited warranty or under a recall program, costs associated with Sony’s recommended normal maintenance under the manufacturer’s limited warranty;
D. unauthorized repairs;
E. failures of components such as cabinets, frames, masks, finish defects, glass windows, scratched lenses, cases, bags, accessories purchased with the Product, docking stations;
F. damage or failures caused by conditions beyond our control such as wiring, power supply, rust, corrosion, infestation, negligence, modifications, abuse, misuse, acts of God, power surge where no surge protector was in use, failure to follow Sony’s recommended maintenance, improper installation, non-factory-installed batteries, problems with phone lines;
G. defects that existed prior to this Contract purchase;
H. loss or damage to recording media, software or data, computer viruses, software defects or software-generated problems, software added by you that is not original to the Product;
I. shipping damage to Products by the shipper or resulting from inadequate packaging by you;
J. theft;
K. monitor or screen imperfections, including image burn-in, minor pixel issues that do not affect the overall viewing of the panel;
L. accidental or intentional damage, cracked or damaged monitor, laptop or display screens (except for covered repairs due to ADH if purchased by you);
M. intentional, consequential or incidental damage or gross neglect, including abusive or willful mishandling;
N. data stored on disk drives or other memory devices;
O. normal wear and tear, loss, war, terrorism, or misplacement
P. cleaning of your Product (internal and external);
Q. shipping cost of any Product located outside of the United States of America and U.S. Territories.
9. Contract Transfer.
You can assign your Contract to another person by contacting Sony.
10. Arbitration.
Read the following Arbitration provision carefully. It limits certain of your rights, including your right to obtain relief or damages through court action.
Should a dispute arise related to this Contract or the coverage of your Product pursuant to this Contract, you agree that such dispute shall be decided via binding Arbitration. To begin Arbitration, either you or we must make a written demand to the other party for Arbitration. The Arbitration will take place before a single arbitrator. It will be administered in keeping with the Expedited Procedures of the Commercial Arbitration Rules ("Rules") of the American Arbitration Association ("AAA") in effect when the claim is filed. You may get a copy of these AAA's Rules by contacting AAA at 1633 Broadway, 10th Floor, New York, NY 10019, calling (800) 778-7879 or visiting www.adr.org. The filing fees to begin and carry out Arbitration will be shared equally between you and us. This does not prohibit the arbitrator from giving the winning party their fees and expenses of the Arbitration. Unless you and we agree, the Arbitration will take place in the county and state where you live. The Federal Arbitration Act, 9 U.S.C. § 1, et seq., will govern and not any state law on Arbitration. YOU AGREE AND UNDERSTAND THAT this Arbitration provision means that you give up your right to go to court on any claim covered by this provision. You also agree that any Arbitration proceeding will only consider your claims. Claims by, or on behalf of, other individuals will not be arbitrated in any proceeding that is considering your claims. Please refer to the State Disclosures section of this Contract for any added requirements in your state. In the event this Arbitration provision is not approved by the appropriate state regulatory agency, and/or is stricken, severed, or otherwise deemed unenforceable by a court of competent jurisdiction, you and we specifically agree to waive and forever give up the right to a trial by jury. Instead, in the event any litigation arises between you and us, any such lawsuit will be tried before a judge, and a jury will not be impaneled or struck.
YOU AND WE UNDERSTAND AND AGREE THAT, BECAUSE OF THIS PROVISION, NEITHER YOU NOR WE WILL HAVE THE RIGHT TO GO TO COURT EXCEPT AS PROVIDED ABOVE OR TO HAVE A JURY TRIAL OR TO PARTICIPATE AS ANY MEMBER OF A CLASS OF CLAIMANTS PERTAINING TO ANY CLAIM.
The problem is that Sony is telling me verbally that I get "one bite at the apple" for a claim. In other words, my warranty expires upon their one-time fix to this problem.
I sure don't see that in the terms. Has anyone else had that experience? Thank you.
I see that the OP noted the one-and-done policy for replacement (overlooked that part on my first read). However, it still doesn't make sense to me and the contract, terms posted above, doesn't say that in words I comprehend.
If I have this device repaired, instead of replaced, well the coverage continue for the full 24 months?
UK customers are being treated shockingly and appallingly by Samsung compared to other countries in regards to not being offered any compensation for the recall of the Note 7
We already have the disadvantage of paying a higher price for Samsung products
Denied the Galaxy Note 5 in 2015
Denied the launch of Samsung Pay
Delayed launches of new releases before other countries
And now being denied any sort of compensation for the double recall of the Galaxy Note 7. Despite other countries like the USA receiving $100 for the inconvenience.
In the UK we have not received:
Any cash compensation
Any compensation for loss of money due to buying accessories
Any discount for the replacement Galaxy S7 Edge that is offered by Samsung
What we did receive:
A patronising and poorly worded email, that implied the greatest gift Samsung could offer to it's disadvantaged customers was a refund.
Something that Samsung would be legally obliged to do in any case.
The only way to get what we deserve is to complain officially to Samsung.
So, I am here to help you:
There's an easy and efficient way to do this, completely free and powered by the trusted UK consumer rights guru Martin Lewis's 'Money Saving Expert' Website and the tool there called RESOLVER. (links below) You simply fill in details of your complaint (the tool will advise on what to say), it took me 5 minutes. It will automatically post it to the correct address that needs to receive the complaint. It will notify you of any response and if no response is forthcoming will then progress to the next level of complaint right up to the board of Directors. Your case will be filed, time stamped and documented for you to refer to at any time in a dossier. Once again this is completely FREE and from a highly trusted respectable and successful consumer rights website.
It's really easy to use, requires a quick registration so that you can access your cases.
Here is the link: http://www.resolver.co.uk/
My complaint was worded as follows:
Dear Customer Services,
Reference:
Samsung Galaxy Note 7 purchased directly from Samsung UK online. Compensation request due to the recall of the Samsung Galaxy Note 7.
Complaint:
Samsung have not offered any compensation to UK customers who have endured several weeks of a double recall of the Galaxy Note 7. It has been observed that other countries including but not limited to North America have been offered $100 compensation.
The recall is compulsory, in that Samsung is crippling the Note 7 via OTA software patches to the phone purchased by the customer and forcing the customer to return it. This will be the second incidence of recall and with it comes a great deal of inconvenience, loss of enjoyment, financial loss and overall stress. Samsung have offered absolutely zero compensation and this is wholly unacceptable.
To action this I would like you to either offer a cash compensation in line with other countries, or offer a heavily discounted alternative replacement phone that is as near equivalent to the Galaxy Note 7 (for example, the Galaxy S7 Edge).
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully
I urge all UK customers that have had to endure this fiasco to spend 5-10 minutes doing what I did to get something for all the trouble caused.
Why should we be the under dog?
The more of us that submit complaints the more impact it will have.
I intend to make the press and tech websites aware of our actions if we do not get an appropriate response from Samsung
.
Done.
apprentice said:
UK customers are being treated shockingly and appallingly by Samsung compared to other countries in regards to not being offered any compensation for the recall of the Note 7
We already have the disadvantage of paying a higher price for Samsung products
Denied the Galaxy Note 5 in 2015
Denied the launch of Samsung Pay
Delayed launches of new releases before other countries
And now being denied any sort of compensation for the double recall of the Galaxy Note 7. Despite other countries like the USA receiving $100 for the inconvenience.
In the UK we have not received:
Any cash compensation
Any compensation for loss of money due to buying accessories
Any discount for the replacement Galaxy S7 Edge that is offered by Samsung
What we did receive:
A patronising and poorly worded email, that implied the greatest gift Samsung could offer to it's disadvantaged customers was a refund.
Something that Samsung would be legally obliged to do in any case.
The only way to get what we deserve is to complain officially to Samsung.
So, I am here to help you:
There's an easy and efficient way to do this, completely free and powered by the trusted UK consumer rights guru Martin Lewis's 'Money Saving Expert' Website and the tool there called RESOLVER. (links below) You simply fill in details of your complaint (the tool will advise on what to say), it took me 5 minutes. It will automatically post it to the correct address that needs to receive the complaint. It will notify you of any response and if no response is forthcoming will then progress to the next level of complaint right up to the board of Directors. Your case will be filed, time stamped and documented for you to refer to at any time in a dossier. Once again this is completely FREE and from a highly trusted respectable and successful consumer rights website.
It's really easy to use, requires a quick registration so that you can access your cases.
Here is the link: http://www.resolver.co.uk/
My complaint was worded as follows:
Dear Customer Services,
Reference:
Samsung Galaxy Note 7 purchased directly from Samsung UK online. Compensation request due to the recall of the Samsung Galaxy Note 7.
Complaint:
Samsung have not offered any compensation to UK customers who have endured several weeks of a double recall of the Galaxy Note 7. It has been observed that other countries including but not limited to North America have been offered $100 compensation.
The recall is compulsory, in that Samsung is crippling the Note 7 via OTA software patches to the phone purchased by the customer and forcing the customer to return it. This will be the second incidence of recall and with it comes a great deal of inconvenience, loss of enjoyment, financial loss and overall stress. Samsung have offered absolutely zero compensation and this is wholly unacceptable.
To action this I would like you to either offer a cash compensation in line with other countries, or offer a heavily discounted alternative replacement phone that is as near equivalent to the Galaxy Note 7 (for example, the Galaxy S7 Edge).
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully
I urge all UK customers that have had to endure this fiasco to spend 5-10 minutes doing what I did to get something for all the trouble caused.
Why should we be the under dog?
The more of us that submit complaints the more impact it will have.
I intend to make the press and tech websites aware of our actions if we do not get an appropriate response from Samsung
.
Click to expand...
Click to collapse
looks great ..
will fill in ..
but a note 7 from carphone whorehouse ... should the complaint be to samsung or CPW
and what category
magyosha said:
looks great ..
will fill in ..
but a note 7 from carphone whorehouse ... should the complaint be to samsung or CPW
and what category
Click to expand...
Click to collapse
The manufacture is responsible for your losses so I would go with Samsung.
The category is "other" as you are complaining about customer service not the product in this instance.
.
Thanks for giving it a go too!
.
Sent from my SM-N930F using Tapatalk
sent
Done - borrowed most of your well-written note, and added some points about the particular messups around my original delivery etc.
Thanks for finding this site - it looks like a really useful way to pursue the issue. Hope something comes of it!
Very nicely done ..copy sent ..plus my other snotty email this morning
to add eve more insult to users in the UK who DID purchase.
those in India who only paid a deposit are getting treated better than us !!!
'For everyone who pre-booked the Note7 in India, the company is now offering the Galaxy S7 or the S7 edge instead. If you choose to go with either of these phones, you will be given a new Gear VR, Level U wireless stereo headset, and a $50 Oculus VR content voucher absolutely free. In addition to that you will also get one time screen replacement for free within 12 months of purchase.'
I don't know how likely this is, but is there at least a remote possibility that it's part of some broad, quiet effort to punish the UK over Brexit? If it is, it's definitely not right, but the thought has crossed my mind. Maybe I'm being paranoid, but there it is.
That said, good job on that, I hope you guys are successful in getting proper compensation!
Sent from my SM-G935V using Tapatalk
californiarailroader said:
I don't know how likely this is, but is there at least a remote possibility that it's part of some broad, quiet effort to punish the UK over Brexit? If it is, it's definitely not right, but the thought has crossed my mind. Maybe I'm being paranoid, but there it is.
That said, good job on that, I hope you guys are successful in getting proper compensation!
Sent from my SM-G935V using Tapatalk
Click to expand...
Click to collapse
No I really don't think that.
In the UK (and Europe) we have been the underdog well before BREXIT. Besides, we haven't actually left the EU yet! (Though it can't come soon enough - that's another topic elsewhere!)
Sadly, everyone blames everything on BREXIT - probably someone blames the weather we have had recently on it!
I been complaining hard on Twitter about the lack of consistency from facebook, Twitter and email.
Two started to get information, by email they started to complain about my abroad purchased of a dual SIM phone and how I have to discuss with them even though I was offered a single sim variant before 2nd recall.
I have posted this chat to get an actual response. Getting quite angry with the run around
had a reply ,,,
Denis Kardjaliev (Samsung Shop)
Oct 16, 09:23 BST
Dear xxxxxxxx xxxxxxxxx
Thank you for contacting Samsung UK Online Shop and apologies for the belated response.
Firstly, we would like to extend our most sincerest apologies for the situation. We are extremely sorry to inform you that in our department we could only advise on purchases made directly with the Samsung Online Shop. Alternatively, we have a dedicated line which is handling Note 7 related queries, therefore, we invite you to give them a call to find out the best course of action for your particular case.
- Note 7 line: 0330 7261000
In the meantime, we recommend powering down the device for safety reasons. Please bare in mind that they might refuse to replace/refund your device if it's not from the UK. In that case, you'll need to contact your retailer.
We kindly remain at your disposal.
Samsung Shop Support Team.
magyosha said:
had a reply ,,,
Denis Kardjaliev (Samsung Shop)
Oct 16, 09:23 BST
Dear xxxxxxxx xxxxxxxxx
Thank you for contacting Samsung UK Online Shop and apologies for the belated response.
Firstly, we would like to extend our most sincerest apologies for the situation. We are extremely sorry to inform you that in our department we could only advise on purchases made directly with the Samsung Online Shop. Alternatively, we have a dedicated line which is handling Note 7 related queries, therefore, we invite you to give them a call to find out the best course of action for your particular case.
- Note 7 line: 0330 7261000
In the meantime, we recommend powering down the device for safety reasons. Please bare in mind that they might refuse to replace/refund your device if it's not from the UK. In that case, you'll need to contact your retailer.
We kindly remain at your disposal.
Samsung Shop Support Team.
Click to expand...
Click to collapse
Same answer same guy
magyosha said:
had a reply ,,,
Denis Kardjaliev (Samsung Shop)
Oct 16, 09:23 BST
Dear xxxxxxxx xxxxxxxxx
Thank you for contacting Samsung UK Online Shop and apologies for the belated response.
Firstly, we would like to extend our most sincerest apologies for the situation. We are extremely sorry to inform you that in our department we could only advise on purchases made directly with the Samsung Online Shop. Alternatively, we have a dedicated line which is handling Note 7 related queries, therefore, we invite you to give them a call to find out the best course of action for your particular case.
- Note 7 line: 0330 7261000
In the meantime, we recommend powering down the device for safety reasons. Please bare in mind that they might refuse to replace/refund your device if it's not from the UK. In that case, you'll need to contact your retailer.
We kindly remain at your disposal.
Samsung Shop Support Team.
Click to expand...
Click to collapse
The online shop are not the best team to contact regarding the customer service failure. It's online support.
If they fob you off with 'cut and paste' replies then it goes further up the chain.
.
Sent from my SM-N930F using Tapatalk
Just took mine back for a refund to CPW. Today is a sad day!
CPW Return UK
Just returned mine today also. Was asked for it headset box and all contents. I stood my ground and said while we stand here another potential customer will leave due to waiting in line (shop was busy . That soon surpassed the hurdle of accessories required rubbish. Then I was also refunded the £100 I paid upfront? No idea when I supposedly paid that shhh. Si now you ten days until beach to upgrade status happy days. The reason happy, is if noticed scratches staying to appear on the front left of screen. My two year old note 4 if still mint with no screen protection. So maybe something in the G5 screens??
The tried pushing inferior S7 edge as it's a safe phone and really the same! I said no thanks I'm due an upgrade not down grade and with outdated tech, at that.
Going short term sim only till S8+ arrives, hopefully sooner rather than later
The so called $100 allowance isn't really all that great a deal either. It is only for Samsung phones. Really, the only phone anybody will use it on is the s7. So Samsung is hoodwinking these folks...1. getting them off the complaint list 2. getting them locked into another 2 year agreement 3. Giving them 100 dollars bill credit for a phone that is about to be replaced, which is going to reduce any remaining inventory (great for Sammy) right before the release of the s8.
Go figure. Our situation isn't much better, and may be worse since the 100 dollars is acting as a incentive to make a poor choice.
EDIT: oh, and actually, the 100 dollar bill credit is in reality no benefit since contract phones are always inflated. You'll basically get the phone for $575 instead of $675. You could've had the same discount if the phone had been purchased via Amazon. They'll definitely keep the 100 dollar lower price point for the s7 once the new one rolls out. Nothing lost.
It is not just UK. The EU is a secondary market for Samsung. We all know that. Why - that I do not know.
pinetreehater said:
The so called $100 allowance isn't really all that great a deal either. It is only for Samsung phones. Really, the only phone anybody will use it on is the s7. So Samsung is hoodwinking these folks...1. getting them off the complaint list 2. getting them locked into another 2 year agreement 3. Giving them 100 dollars bill credit for a phone that is about to be replaced, which is going to reduce any remaining inventory (great for Sammy) right before the release of the s8.
Go figure. Our situation isn't much better, and may be worse since the 100 dollars is acting as a incentive to make a poor choice.
EDIT: oh, and actually, the 100 dollar bill credit is in reality no benefit since contract phones are always inflated. You'll basically get the phone for $575 instead of $675. You could've had the same discount if the phone had been purchased via Amazon. They'll definitely keep the 100 dollar lower price point for the s7 once the new one rolls out. Nothing lost.
Click to expand...
Click to collapse
I hear what you're saying. But I personally paid £740 direct to Samsung (around $900) so I had already been ripped off. I wanted it 3 days earlier so that rip off was actually quite a kick in the teeth for someone paying up front direct to their store.
So even $100 (£80) is a measly amount yes, but any amount is better than nothing. It would at least cover my loss for accessories.
If they can't give us £80 off the cost of the S7E then they don't care about customers.
.
Sent from my SM-N930F using Tapatalk
I don't want money off another Samsung phone. I want the £80+ refunded for accessories. I contacted amazon who tol me to go direct to the sellers. The sellers told me to return stuff and pay postage myself - 2 addresses given were in the USA so the postage would be far higher than the cost.
I also want my time paid for. At least 5 long phone calls, many emails, 2 galaxy note7 set ups, 2 note 4 set ups and a note 2 (changing to and from my other half who was having my old phone).
In the warranty it describes the procedure for disputes and claims. Unless you request an opt out, YOU WAIVE ANY RIGHT TO A JURY TRIAL AS WELL AS PARTICIPATING IN ANY CLASS ACTION LAWSUITS. "Neither you, nor any customer, can be a class representative, class member, or otherwise participate in a class, consolidated, or representative proceeding without having completed the opt out requirements above."
Seriously you all, in light of all of the boot-loop issues, this is very important as if you do not opt out of this agreement then you will HAVE NO LEGAL STANDING IN A COURT OF LAW
So... what are the opt-out requirements?
But if you opt out you don't have a warranty?
Sent from my LG-LS993 using XDA-Developers Legacy app
Opt Out. You may opt out of this dispute resolution procedure. If you opt out, neither you nor LG can require the other to participate in an arbitration proceeding. To opt out, you must send notice to LG no later than 30 calendar days from the date of the first consumer purchaser's purchase of the product by either: (i) sending an e-mail to [email protected], with the subject line: "Arbitration Opt Out" or (ii) calling 1-800-980-2973. You must include in the opt out e-mail or provide by telephone: (a) your name and address; (b) the date on which the product was purchased; (c) the product model name or model number; and (d) the IMEI or MEID or Serial Number, as applicable (the IMEI or MEID or Serial Number can be found (i) on the product box; (ii) on a label on the back of the product beneath the battery, if the battery is removable; or (iii) from the settings menu via the following path: Settings > General > About phone > Status). You may only opt out of the dispute resolution procedure in the manner described above (that is, by e-mail or telephone); no other form of notice will be effective to opt out of this dispute resolution procedure. Opting out of this dispute resolution procedure will not affect the coverage of the Limited Warranty in any way, and you will continue to enjoy the full benefits of the Limited Warranty. If you keep this product and do not opt out, then you accept all terms and conditions of the arbitration provision described above.
I'll admit it, worst case scenario I'll send them a few emails and ring them a dozen times. But I'm not going to court over a phone.
thewilkster said:
I'll admit it, worst case scenario I'll send them a few emails and ring them a dozen times. But I'm not going to court over a phone.
Click to expand...
Click to collapse
I have to agree here as well.... This will be due to the G4 and G5 law suits people have been taking out against Lg in the last 12 month.. I bet its Samsung fanbois trying to kick LG to the curb because they know the S8 is just an S7 edge with a bezel-less screen.. and theyre upset
NightOrchid said:
I have to agree here as well.... This will be due to the G4 and G5 law suits people have been taking out against Lg in the last 12 month.. I bet its Samsung fanbois trying to kick LG to the curb because they know the S8 is just an S7 edge with a bezel-less screen.. and theyre upset
Click to expand...
Click to collapse
:laugh: but oooh it has a curvy screen! It's a nice phone but I got too good of a deal on the G6 to turn it down. Plus I'm already seeing S8's everywhere.
Meh. If the phone goes kerflooey and I don't get treated right, I wouldn't mind arbitration at all. It's a pretty fair process.
Generally, those class action lawsuits tend to get tied up for years and years before the consumer sees any benefit, as the lawyers wring every last legal fee they possibly can.
Bought a 2013 Kia soul in 2012. Class action suit filed for mileage misstatement. Kia settled right up that year, and all the owners were to get 600 bucks. Then, it got held up over all kinds of issues, blah, blah... then last year, a totally new law firm filed an objection and extensive appeal to the fairness of the first settlement, and will now proceed to rake it for legal fees again for the next few years into the hundreds of thousands of dollars. Meantime, the folks who these lawyers say they are fighting for might get 25 more bucks at the end. Maybe.
Bought the car 5 years ago. Kia settled 4 years ago. Lawyers will milk that cow til 2020 or longer if they can. Same thing probably will happen with the bootloop stuff, where you'll get 60 dollars from LG in 2025.
I'd arbitrate any day over doing that, and go home with a new phone or a substantial credit on the next phone, etc., and be light years ahead.
Your mileage may vary
Cheers,
StevenRN