My S4 died - warranty void when done nothing wrong?

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#1149112 7-Oct-2014 13:09

gzt: Agree with above. The case as presented is very simple from my pov. You did not flash it. The warranty is not void. If they want to investigate then that is what they will find. It is not up to you to prove anything.

You have to start the process at some point. It might as well be sooner than later. Just send it back already ; )

Thanks, but it isn't "simple". At this point I do not know if the fault is hardware or firmware. Warranties do not cover user created faults. If it is firmware the retailer -based on the odin screen info- could claim I caused the fault and how can I prove otherwise? Simply claiming "I didn't do it" isn't really proof. I am also wise enough to know that some online retailers look for loopholes to get out of warranty claims.

I believe an ounce of prevention is better than a pound of cure. Just because I believe I am covered doesn't mean the retailer will feel the same way, and just because NZ has great consumer laws doesn't mean I am instantly in the right and the retailer has to do what ever I say. I know the real world doesnt work like that. I am in contact with the retailer and am waiting a response before sending it back.

jeffnz

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#1149474 7-Oct-2014 20:36

if it gets into recovery I doubt its hardware but one never knows. I wouldn't go flashing a custom Rom as yet until you get some feedback from the retailer. The open box is suspicious to me given you phones has tripped knox and shows custom, it may have root access as well which would show its been flashed, use rootchecker

Grab the IMEI number from under battery and put it in here to see if firmware matches with what it was released with also CSC.

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IronH

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#1149536 7-Oct-2014 21:46

jeffnz: if it gets into recovery I doubt its hardware but one never knows. I wouldn't go flashing a custom Rom as yet until you get some feedback from the retailer. The open box is suspicious to me given you phones has tripped knox and shows custom, it may have root access as well which would show its been flashed, use rootchecker

Grab the IMEI number from under battery and put it in here to see if firmware matches with what it was released with also CSC.

I can't get it into recovery mode, it would hang trying to get into recovery mode. I could only get it into Odin download mode. and Im not sure how i would install rootchecker seeing as it doesn't boot. That Imei link is pretty good though thanks, when you say check the firmware matches, I don't see where it mentions firmware version, and I'm not sure how I'd check this anyway seeing as the phone doesn't work. That link does however say my phone has Android 4.2, but mine came with 4.3 out of the box, so I'm a bit more certain the supplier has put a newer firmware on before shipping it to me, I'm still waiting on a response from them to confirm this though. cheers for the help.

btw the phone has again stopped even powering on, so it now doesn't even get into odin download mode - does this show it is most likely a hardware fault? (the battery isn't flat)

kiwijunglist

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#1149570 7-Oct-2014 22:25

Return the phone, stop playing around in recovery/download mode, because it sounds like you don't know what you are doing. Also since it's parallel imported, i assume it may of been region locked and they have installed a custom bootloader to bypass that and have tripped knox. Anyways, since you bought in NZ you are covered by CGA so return it and ask for repair/refund. A high end phone should last >2 years.

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IronH

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#1149590 7-Oct-2014 23:38

kiwijunglist: Return the phone, stop playing around in recovery/download mode, because it sounds like you don't know what you are doing. Also since it's parallel imported, i assume it may of been region locked and they have installed a custom bootloader to bypass that and have tripped knox. Anyways, since you bought in NZ you are covered by CGA so return it and ask for repair/refund. A high end phone should last >2 years.

Recovery mode and download mode are different, and I'm not "playing around" in either. If I could get recovery mode to work then it would simply recover factory defaults - any body can do this, you don't need to know how to flash a device for this to work. Also I only tested download mode to see what is/isn't working - just like I tested the battery in someone else's phone to see if it does/doesn't work - it's a process of elimination I guess, and most often people on forums ask these questions in order to obtain information on what might be happening before giving advice. I have no interest in flashing unless there are no other options.

Also, yes, I agree it should be covered under warranty/CGA as I know I'm not at fault, however, warranties and CGA do not cover issues caused by the user, they only cover manufacturing faults and defects. if i send the phone in the service technician could see the knox trigger has been tripped and could claim that I caused the issue therefore not covered by warranty, and then charge me a service fee. As someone else already suggested, I suspect the importer did trip the Knox counter, and as already stated I am waiting on a response from the retailer regarding this. If they confirm they installed the custom ROM then yes I'm good to go and send it in, but I want to make sure before sending it back. Also just because NZ has excellent consumer laws doesn't mean there aren't any dodgy retailers who will try to get out of warranty claims. I've been buying online for 15 years and know that things don't always go smoothly, especially when it comes to online retailers who don't make much markup. Buying online can get you cheap prices but that can also mean cheap service, its the risk we take, but, I'm giving the retailer every opportunity to put things right first. cheers for your comments though.

kiwijunglist

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#1149636 8-Oct-2014 06:46

Good luck. I think there are more stories of people successfully returning phones with knox tripped than unsuccessful stories

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jeffnz

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#1149646 8-Oct-2014 07:53

IronH:
jeffnz: if it gets into recovery I doubt its hardware but one never knows. I wouldn't go flashing a custom Rom as yet until you get some feedback from the retailer. The open box is suspicious to me given you phones has tripped knox and shows custom, it may have root access as well which would show its been flashed, use rootchecker

Grab the IMEI number from under battery and put it in here to see if firmware matches with what it was released with also CSC.

I can't get it into recovery mode, it would hang trying to get into recovery mode. I could only get it into Odin download mode. and Im not sure how i would install rootchecker seeing as it doesn't boot. That Imei link is pretty good though thanks, when you say check the firmware matches, I don't see where it mentions firmware version, and I'm not sure how I'd check this anyway seeing as the phone doesn't work. That link does however say my phone has Android 4.2, but mine came with 4.3 out of the box, so I'm a bit more certain the supplier has put a newer firmware on before shipping it to me, I'm still waiting on a response from them to confirm this though. cheers for the help.

btw the phone has again stopped even powering on, so it now doesn't even get into odin download mode - does this show it is most likely a hardware fault? (the battery isn't flat)

Doh sorry senior moment you are correct no point in using app. With the IMEI checker was interested in actual model to see if it may have been flashed by retailer. It may well be hardware but given it was getting into download I thought it may be software. As has been suggested it's very similar to the S3 sudden death

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IronH

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#1149891 8-Oct-2014 12:42

cheers guys, got a response back from the Mobilestation, and they have said I'm not covered by warranty as they only supply official system. As the box came pre-opened then the next option is that it could be a refurb or restocked item

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#1149898 8-Oct-2014 12:55

Ah the joys of parallel importing

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#1149902 8-Oct-2014 13:00

So did they sell it to you as 'new'?

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IronH

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#1149921 8-Oct-2014 13:14

joker97: Ah the joys of parallel importing

yip, this is when things start to suck, I love online shopping until something needs to be returned for warranty lol.

timmmay

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#1149959 8-Oct-2014 14:14

Their FAQ says everything is brand new and sealed. Find the reciept and unless it says "refub no warranty" call them and ask to reconsider. If they say no tell them politely that you'll be filing a case with the small claims court the next day, and actually do it.

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#1149981 8-Oct-2014 14:28

What a cunning way to avoid warranty claims! Applause, but fail.

IronH

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#1150047 8-Oct-2014 15:22

timmmay: Their FAQ says everything is brand new and sealed. Find the reciept and unless it says "refub no warranty" call them and ask to reconsider. If they say no tell them politely that you'll be filing a case with the small claims court the next day, and actually do it.

actually their FAQ says they don't supply sealed boxes because they test them before sending out. Read till the end of the paragraph. This is why I never queried getting an open box.

Good news, I sent them a polite email and they understand the situation and to send the phone back.

MikeB4

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#1150052 8-Oct-2014 15:31

IronH: cheers guys, got a response back from the Mobilestation, and they have said I'm not covered by warranty as they only supply official system. As the box came pre-opened then the next option is that it could be a refurb or restocked item

Three letters "CGA"

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