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# 208173 30-Jan-2017 13:26
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So one of my engineers 7 month old galaxy S7 shat itself on the 11th of January,

 

 

 

He tried a few factory resets, but they were unsuccessful, as it was a boot loop issue.

 

He took it back to PBTech who sent it away and immediately came back and said it was rooted and that it wasn't covered by warranty and it needed to have the PBA replaced, which they could do for $900.

 

I went in with him next time to argue the point and also provide an excerpt from our MDM solution which as part of picking up company emails on BYOD devices is pushed through mail policy, that shows that the phone was not rooted prior to it having its fault.

 

Now I can understand people thinking "oh maybe your engineer tried to root the phone after the last MDM sync" - however, I'm quite confident he didn't because I was playing Rocket League online in a team with him when the phone died.

 

so even after providing the screen shot from the MDM - They've said that samsung have refused the repair and that he needs to escalate with Samsung;

 

I'm arguing that PBTech need to Refund or Replace the phone (the timeframe for a timely repair is already over) however PBTech are refusing - which means we'll have to go to disputes tribunal.

 

I have seen and heard of cases in earlier Samsung phones that certain hardware faults would trip the Knox root detection bit, and I imagine the PBA failing would potentially cause this.

 

However my thinking is that even if the phone _was_ rooted, the fact it is a hardware fault makes whether or not its rooted more or less irrelevant.

 

 

 

anyone else had issues with S7's?

 

 

 

 

 

 

 

 





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  # 1712761 30-Jan-2017 13:46
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If its airwatch MDM, that talks directly to KNOX for locking down the phone and preventing factory resets. Stuck it with a handfull of entry grade samsungs. The MDM provider decided to do a software update which lost all the account relationships and you couldn't break into them even with ODIN etc with the rooted/locked flag set. 5 Replaced handsets later...

Also keep in mind if used for business purpose theres no CGA cover etc either, so likely get pushed back hard with that




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  # 1712768 30-Jan-2017 14:10
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Its Googles G-Suite MDM "Android At Work" which is fully compatible with Knox,

 

and its his personal phone, however the MDM is part of the email policy so he can pick up work emails on his phone.

 

 

 

 I don't expect much "business use" push back as picking up the odd work email is hardly the same as using it for business purposes.

 

 

 

 





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  # 1712772 30-Jan-2017 14:15
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inane:

 

Its Googles G-Suite MDM "Android At Work" which is fully compatible with Knox,

 

and its his personal phone, however the MDM is part of the email policy so he can pick up work emails on his phone.

 

I don't expect much "business use" push back as picking up the odd work email is hardly the same as using it for business purposes.

 

 

BYOD has muddied the waters and provided a cross over that the CGA does not really address. 





Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 


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  # 1712774 30-Jan-2017 14:18
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Sorry I am not up with the technical aspects of this, only comment is I recall quite a few issues where repairers appeared to be trying to get out of warranty losses by claiming the phone was rooted. It happened to my work colleague and after a long battle they agreed to replace it. If you do some googling you may get some more ammunition for your argument, IIRC it was quite common and a bit of an uproar at the time.




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  # 1712825 30-Jan-2017 15:12
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inane:

 

However my thinking is that even if the phone _was_ rooted, the fact it is a hardware fault makes whether or not its rooted more or less irrelevant.

 

 

You should be correct, however you'll likely need to take them to the disputes tribunal to resolve it.

 

IMHO PB Tech's RMA department are worse than some insurance companies when it comes to trying to get out issuing replacements. Personally on at least one occasion in the past I've had to ask a corporate account manager to intervene to get things as simple as an in warranty HDD replaced, and anecdotally I've heard the same from others. 





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  # 1712832 30-Jan-2017 15:22
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IANAL. However even if it was rooted, why would that void CGA coverage? I mean if you buy a branded  laptop with windows preinstalled, will the CGA be void if you decide to install another OS on it, such as Linux? Should manufacturers restrict what software you can install on your device by voiding and hardware coverage, as don't you own the hardware? Wouldn't they have to prove that the hardware fault is directly related to the other OS being installed and damaging it, rather than you having to prove otherwise? Maybe it become rooted by some other means such as a hardware fault or other bug, or perhaps malware or virus on the device? 


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  # 1712836 30-Jan-2017 15:25
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My unrooted S7 came up with something the other day indicating it was rooted. Which it most certainly isn't (yet). I do have developer options turned on, and also have flashed firmware via ODIN. Knox flag is still intact. Good luck.



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  # 1712839 30-Jan-2017 15:29
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mattwnz:

 

IANAL. However even if it was rooted, why would that void CGA coverage? I mean if you buy a branded  laptop with windows preinstalled, will the CGA be void if you decide to install another OS on it, such as Linux? Should manufacturers restrict what software you can install on your device by voiding and hardware coverage, as don't you own the hardware? Wouldn't they have to prove that the hardware fault is directly related to the other OS being installed and damaging it, rather than you having to prove otherwise? Maybe it become rooted by some other means such as a hardware fault or other bug, or perhaps malware or virus on the device? 

 

 

 

 

This is my thinking precisely. 





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  # 1712845 30-Jan-2017 15:36
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1eStar: My unrooted S7 came up with something the other day indicating it was rooted. Which it most certainly isn't (yet). I do have developer options turned on, and also have flashed firmware via ODIN. Knox flag is still intact. Good luck.

 

 

 

So I am guessing if you needed to return due to a hardware fault, then you may have the same issue? Probably a good idea to take photos or a screenshot showing that it isn't rooted, just incase. 

 

I wonder though if the people assessing the phone don't know the difference?


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  # 1712866 30-Jan-2017 16:09
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Make as a big a nuisance of yourself as you can. Keep forcing them to use time and resources to respond to you. Complain on every public forum you can find, being careful of course to avoid libel. Eventually they may decide that you are such a pain that it is worth replacing the unit just to get rid of you. It has worked before.

 

 





I reject your reality and substitute my own. - Adam Savage
 


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  # 1712869 30-Jan-2017 16:13
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Personally, I would be telling Samsung and PB Tech that you agree with them.. The phone is rooted, who in their right mind would send a perfectly working phone in to be repaired or replaced? It doesn't turn on, so the phone is well and truly rooted.

 

Or have I missed something?


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  # 1712875 30-Jan-2017 16:20
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empacher48:

 

Personally, I would be telling Samsung and PB Tech that you agree with them.. The phone is rooted, who in their right mind would send a perfectly working phone in to be repaired or replaced? It doesn't turn on, so the phone is well and truly rooted.

 

Or have I missed something?

 

 

 

 

Yeap, you have got the meaning of the word rooting wrong. In this case rooted means https://en.wikipedia.org/wiki/Rooting_(Android_OS) 

 

 

 

Interesting that HTC, Sony, Asus and Google explicitly provide the ability to unlock devices, and even replace the operating system entirely. So maybe these are the devices people should be buying if they do want to root their device, or if they don't want to run into false detects on it being rooted when it isn't?


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  # 1712878 30-Jan-2017 16:25
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@NikT can you help with this situation?


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  # 1713038 30-Jan-2017 23:26
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Rikkitic:

 

Make as a big a nuisance of yourself as you can. Keep forcing them to use time and resources to respond to you. Complain on every public forum you can find, being careful of course to avoid libel. Eventually they may decide that you are such a pain that it is worth replacing the unit just to get rid of you. It has worked before.

 

 

 

 

 

 

This is awful advice! It may work in some rare situations, but most are resolved without the need for such theatrics. 


Fat bottom Trump
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  # 1713093 31-Jan-2017 09:19
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My suggestion is intended as a last resort, not a first one. I am sure any sensible person would see that. When all else has failed, it is another option.

 

 





I reject your reality and substitute my own. - Adam Savage
 


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