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14 posts

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# 141064 28-Feb-2014 12:14
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Hi all,


Here is my situation.

 

I have a Huawei Ascend W1, a Windows 8 phone. I've had it for almost a year now, so the warranty is running out on it.

I've recently been having some issues with it where the lock screen will not react to touch, then the backlight times out and the screen stays blank. The only way i can use my phone again is to remove the battery and put it back in for the phone to start responding. (note this issue occurs about 4-5 times a month)

I called up 2Degrees as they are who i bought the phone off and lodged a request to get it fixed. A week later, a shipping bag arrived at my house. I packaged up my phone and sent it back. About 3 days later, my phone comes back and the repair company says that nothing is wrong with my phone.


They said they tested the phone by "Charging the battery, and leaving it on air standby and making sure the software was up to date". How is that supposed to test the screen issue?? Leaving the screen off and the phone charging isn't exactly the best way to test a "SCREEN ISSUE".


My question is:

Do i call up the repair company and tell them they did an extremely poor job of fault finding and see if they will take it back and take a better look? (they had my phone for 2 days when the issue occurs while using the phone and only happens 4-5 times a month)

Do I call up 2Degree's and tell them that my phone is still faulty and tell them that the company they use for repair is useless?


Only problem is, my warranty ends in about 15 days.


Any help is greatly appreciated.

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  # 996291 28-Feb-2014 12:19
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Warranty, shmarranty. CGA.

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  # 996292 28-Feb-2014 12:20
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If the problem still persists after a "repair", you now have the choice of asking for a brand new replacement or your money back according to the CGA.

 
 
 
 




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  # 996295 28-Feb-2014 12:22
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But they didn't actually repair anything because they said they couldn't find any issues......because they don't know how to test things correctly.

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  # 996344 28-Feb-2014 13:11
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Just to be clear the fault is still occurring!  If not then updating the software could have fixed the issue - not all faults are physical, many are software related.

If it's not fixed, send them an email stating that you are unhappy with the "repair" and that the next time it goes faulty you will return it to the nearest store - in the faulty state (screen will not unlock) - and ask for it to be replaced under the CGA as this is now a major defect (IMO).

If they suggest sending it away again for repair, ask for a loan device as you cannot be without it.






Procrastination eventually pays off.




14 posts

Geek


  # 997052 1-Mar-2014 14:15
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Yes, the faults are still present. As i write this my phone just restarted itself. I haven't touched it for a few hours and then it suddenly restarted itself. Is that normal?



The only problem is that I bought my phone from the 2Degrees online store. And I have sensitive information on the phone so i wouldn't be able to give it to them when has stopped functioning.

Damned (Microsoft) technology!

Webhead
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  # 997061 1-Mar-2014 14:24
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If you have sensitive information on your phone you might want to look into how you can secure that information.

What if its stollen? Someone could get access to that sensitive information..






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Geek


  # 997109 1-Mar-2014 15:26
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I have a lock code and it is synced with the Exchange server at work, so it can be remotely erased.

The only sensitive data i have on it is my work emails, not highly sensitive, just wouldn't want them to get into anyone else's hands.

 
 
 
 


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  # 997132 1-Mar-2014 15:40
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if they had a look and can't find anything, that means they had a look and failed to fix the problem. ask for a replacement, due to failed repair




Involuntary autocorrect in operation on mobile device. Apologies in advance.


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  # 997150 1-Mar-2014 16:11
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itakestime: Yes, the faults are still present. As i write this my phone just restarted itself. I haven't touched it for a few hours and then it suddenly restarted itself. Is that normal?



The only problem is that I bought my phone from the 2Degrees online store. And I have sensitive information on the phone so i wouldn't be able to give it to them when has stopped functioning.

Damned (Microsoft) technology!


hardware problem



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Geek


  # 997176 1-Mar-2014 16:55
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I'll give 2Degrees a call on Monday and see what they say.



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  # 999337 5-Mar-2014 11:15
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Called up 2Degrees yesterday and I'm getting another courier bag to send the phone back in AGAIN under warranty.

If i get the phone back and they nothing is wrong with it, where to next?

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  # 999341 5-Mar-2014 11:27
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Personally, I would have asked for my money back.

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  # 999346 5-Mar-2014 11:42
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itakestime: Called up 2Degrees yesterday and I'm getting another courier bag to send the phone back in AGAIN under warranty.

If i get the phone back and they nothing is wrong with it, where to next?


After two attempts ask for a refund.

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  # 1008524 18-Mar-2014 22:36
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If they do the same again, tell them you know your rights under the CGA etc. This more often than not gets people into gear because they know you won't be pushed around. You have to be assertive, but don't be nasty, because that gets you nowhere.





Bachelor of Computing Systems (2015)

 

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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 




14 posts

Geek


  # 1010636 21-Mar-2014 14:44
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Got my phone back a couple of days ago. They managed to verify the random rebooting. 

They replaced the main board and all seems to be going fine now. Almost had it completely lock up like it used to, but then the screen turned back on and it worked fine. 

So far so good.

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