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10 posts

Wannabe Geek


  # 717503 15-Nov-2012 09:38
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Latest update:

One of the Geekzone Telecom reps Peter has been assisting with my situation behind the scenes which has been a great help.  I can only assume that it is as a result of his help that Telegistics have sent my phone to Samsung so they can take a look at it.  Unfortunately I'm not clear as to what they are looking at as the explanation I received from the store was suitably vague.  I'm told I should hear something more early next week.  Time will tell but it's progress.

18 posts

Geek


  # 717539 15-Nov-2012 10:28
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i hope you get a decent outcome on this, whether it be a new phone or they fix the issue

 
 
 
 


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Uber Geek
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  # 721273 22-Nov-2012 12:59
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I'll let Tim post the update as to what's gone on.



10 posts

Wannabe Geek


  # 721278 22-Nov-2012 13:10
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Hi all,

I'm back in possession of my fully functioning Samsung Galaxy 3 and in the end I did not have to pay for the repair.  A big thanks to Peter Lambrechtsen for supporting me in getting this resolved.  If it wasn't for Peter I would probably be still arguing the point with the imbeciles at Telegistics.  Bravo.

Cheers

Tim

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  # 721279 22-Nov-2012 13:11
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Glad you got a positive result. What was the fault and what was the repair?



10 posts

Wannabe Geek


  # 721289 22-Nov-2012 13:27
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The repair was a replacement main board. The staff at the store weren't able to tell me whether they found fault with the original, just that it had been replaced under warranty. I would be curious to know whether after all the testing Samsung did if they found a fault... not sure I'll ever know.

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Uber Geek


  # 721300 22-Nov-2012 13:31
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TimOB: The repair was a replacement main board. The staff at the store weren't able to tell me whether they found fault with the original, just that it had been replaced under warranty. I would be curious to know whether after all the testing Samsung did if they found a fault... not sure I'll ever know.


That's all very good, but from what you previously said, they were required to do this anyway under the CGA. It would be good to know if they had made an error with their original diagnosis or not. I assume they did make an error if they repaired it under warranty, as the warranty would have been voided otherwise.

 
 
 
 


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  # 721304 22-Nov-2012 13:34
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mattwnz:
TimOB: The repair was a replacement main board. The staff at the store weren't able to tell me whether they found fault with the original, just that it had been replaced under warranty. I would be curious to know whether after all the testing Samsung did if they found a fault... not sure I'll ever know.


That's all very good, but from what you previously said, they were required to do this anyway under the CGA. It would be good to know if they had made an error with their original diagnosis or not. I assume they did make an error if they repaired it under warranty, as the warranty would have been voided otherwise.


Or, it was assessed that damage to reputation by exposure of the story, regardless of who was at fault was deemed significant enough to warranty replacement anyway.

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  # 741005 7-Jan-2013 12:51
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Just as an update to this, this seems like a very clear cut case of the Samsung S3 Sudden Death hardware problem.

One of the key things is that the phone will show no product name and a status of Custom.  This is because the Memory Chip has died, so the checksum fails and shows custom.

If this does happen (and it sounds like it's happening to many people) Samsung are fully aware of it, so fight to get your phone repaired!




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Wannabe Geek


  # 741011 7-Jan-2013 12:59
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Thanks Muppet,  I've had a few people send me links about this developing situation with the SG3.  It's a shame that I had to battle for weeks to get it resolved without being armed with this information.  Hopefully it will help any others who have the same issue.

Cheers
Tim

PS - phone is still working fine.  Fingers crossed it remains that way.

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  # 741013 7-Jan-2013 13:03
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TimOB: Thanks Muppet,  I've had a few people send me links about this developing situation with the SG3.  It's a shame that I had to battle for weeks to get it resolved without being armed with this information.  Hopefully it will help any others who have the same issue.

Cheers
Tim

PS - phone is still working fine.  Fingers crossed it remains that way.


Yes, hopefully you have been given a mainboard that doesn't have the problem!  Good luck!

15326 posts

Uber Geek


  # 741030 7-Jan-2013 13:30
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muppet: Just as an update to this, this seems like a very clear cut case of the Samsung S3 Sudden Death hardware problem.

O



Surely they would know the batches, so can do a proper recall. Not unless it could potentially affect a huge number. Anyone know how to do a full phone backup, like you can do with an iphone, where you can restore the data to a new device? Kies supposedly can, but it fails for me to complete the backup. There look to be other software packages out there, but they either cost, or need you to root the phone, which then void the warranty, which defeats the purpose.

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  # 741050 7-Jan-2013 13:47
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mattwnz:
Surely they would know the batches, so can do a proper recall.


I highly doubt they'll do a recall.  Too expensive, too much bad PR.  Much easier to just fix them quietly as they fail.  It's not like with a car where lives are at risk.

mattwnz: Anyone know how to do a full phone backup, like you can do with an iphone, where you can restore the data to a new device? Kies supposedly can, but it fails for me to complete the backup. There look to be other software packages out there, but they either cost, or need you to root the phone, which then void the warranty, which defeats the purpose.


I use Dropbox which backs up all the photos I take automatically.  I use "SMS Backup and Restore" from the App store to backup my SMS.  Everything else is pretty much backed up to "The cloud" for whatever app it is (Catch notes to catch.com, Google apps to Google) etc.

That said, I've had a few issues backing up with Kies before, but after a reboot and trying again a few times, it tends to work.  Kies is a god aweful piece of software though, I don't think I'd really trust it to properly restore my phone if it had to.

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Uber Geek


  # 741096 7-Jan-2013 14:49
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muppet: 

I highly doubt they'll do a recall.  Too expensive, too much bad PR.  Much easier to just fix them quietly as they fail.  It's not like with a car where lives are at risk.


You are probably right, although apple have in the past done recalls. The thing is under nz consumer law I don't beleive products are allowed to be sold with minor defects, or known defects, as products must be free of minor defects.
So if there is a known defect with their phones which they are still selling, I can't see how they can really be sold in NZ.

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  # 741110 7-Jan-2013 15:08
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mattwnz:
muppet: 

I highly doubt they'll do a recall.  Too expensive, too much bad PR.  Much easier to just fix them quietly as they fail.  It's not like with a car where lives are at risk.


You are probably right, although apple have in the past done recalls. The thing is under nz consumer law I don't beleive products are allowed to be sold with minor defects, or known defects, as products must be free of minor defects.
So if there is a known defect with their phones which they are still selling, I can't see how they can really be sold in NZ.


It's not every phone, and it's a relatively shortly known "confirmed" issue, and so long as there is a warranty process in place, I can't see it being blocked. 

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