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3065 posts

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  Reply # 2124746 13-Nov-2018 14:10
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Looks like we were all querying the custom string at the same time

 

From what I can see it dates back to at least 2012. And the common fix was goto settings, about and activate device or FW update OTA check and it confirms not rooted and changes to normal. And can be caused by doing the cache/reset like he did in the boot version rather than at OS level where it re-triggers on reboot


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  Reply # 2124782 13-Nov-2018 14:53
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dafman:

TheoM:

 

What Telegistics is doing is tantamount to extortion, since the system is completely stock, the warranty is not void, and the phone is showing that it's using official firmware.

 

 

Telegistics is a Spark owned company. Whatever you think about Spark's customer service, they definitely don't 'extort' customers or deliberately flash ROMS (as someone else suggested) to avoid warranty claims.

 

 

This is not a Spark customer service, it's a mobile repair service. I have yet to find a place whose SOP in the event of any anomaly isn't to deny assistance without a fee. Doesn't matter who owns the company, the tech boots on the ground follow a list of things and if it doesn't fit a criteria it goes back to the customer with a 'did not pass' stamp. Mobile phones are not the only electronic to have this happen, repair support will do anything to cut costs and the easiest way to do that is to deny claims with silly reasons.

 

 

Best thing for OP to do is reply with this info or go straight back to HN for a replacement. CGA is a joke when these things happen, no way to kick sellers into gear without going the extra mile.

 
 
 
 


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  Reply # 2124799 13-Nov-2018 15:13
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The screen shot tells it all KNOX or Pre-KNOX in this case says Warranty Void 0 (0X0000) e.g. not molested so warranty not void (Not Rooted) if it was a number e.g. Warranty Void 1 then someone has had a play. As for Custom it looks like this can happen if someone flashes a new Samsung ROM maybe Telegistics or did Harvey Norman rep has had a play either way it definitely work a fight.




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  Reply # 2124810 13-Nov-2018 15:29
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Thank you all for your comments!

 

I don't know what may have made it to say 'Custom' but with what you all have suggested, I think I have a case here.

 

I have emailed Harvey Norman with above information.

 

I've also emailed Samsung Service centre with the photo to see if they say anything different.

 

I'll post an update once I hear from either of them.

 

 


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  Reply # 2124820 13-Nov-2018 15:42
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Service centres would remove any SD cards right?...

 

Looks like even a bad formatted one can trigger it! Removal and reboot/update again makes it go back to normal


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  Reply # 2125335 14-Nov-2018 09:24
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Make sure you post an update on this @jjs1591 its always good to see how things turn out. 

 

By the way - welcome to geekzone.

 

It looks like they are trying to weasel out of supporting you - possibily by mis-enterpreting some information.

 

 





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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  Reply # 2125403 14-Nov-2018 10:27
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I have yet to find a place whose SOP in the event of any anomaly isn't to deny assistance without a fee. Doesn't matter who owns the company, the tech boots on the ground follow a list of things and if it doesn't fit a criteria it goes back to the customer with a 'did not pass' stamp. Mobile phones are not the only electronic to have this happen, repair support will do anything to cut costs and the easiest way to do that is to deny claims with silly reasons..

 

 

 

Lets not make silly claims about what 3rd party warranty repairers do and dont
They get paid for do the warranty repair, repair=$ . Its in their interest to do the warranty repair, its not in their interest to reject warranty claims
Ive worked for 2 companies that did contacted warranty repairs for 2 different Brands .
They will not do a repair if they wont get paid for it, ie warranty voided .
Again , they WANT to do the warranty repair, thats how they get paid. And yes , they do get paid b8gger all for these jobs .

 


As to the phone in question, you're really in a no win situation. Its your word against the opinion of the 'expert'
The retailer is also in a no win situation with this one, if they refund they wont be able to (easily) make a claim with Samsung. But HN will have considerable bargaining cloud and
could really put on the pressure with Samsung to get it sorted, but you'll really have to start kicking up a stink,
Threaten HN with a CGA claim and threaten disputes tribunal .

 

 

 

 

 

 




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  Reply # 2127123 15-Nov-2018 12:03
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I just got an email fron Harvey Norman saying that the phone's been returned without repair.

 

The customer service manager that I've been talking to is saying that he sent a request to their Technical Manager to forward this case to Samsung and all they heard from Samsung was "This will not be covered as it is customer induced and not manufacturing issue".

 

I don't know what to do really :/ 

 

I sent a request to Samsung to look into this issue and I've sent them the picture and the quote as they requested.

 

I'm still waiting for them to come back to me.


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  Reply # 2127130 15-Nov-2018 12:15
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Looking at the original post - you said that Telelegistics gave a quote for $110.

 

That was $110 to 'fix' the phone?

 

Was there any info as to what would be involved? - e.g. Parts to be replaced - or maybe reinstalling the firmware on the phone.





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler



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  Reply # 2127143 15-Nov-2018 12:49
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This is what the quote says:

 

Reported Fault:
does not go to the main screen. stuck on the Samsung logo. done hard reset still the same

 

This fax serves as a SECOND QUOTATION for attempted repair of the above mobile phone. Our quotation for repair of this device is for $ 110.00
**Please note the minimum Service Fee will apply where the quotation is declined**
Reason for Quotation
The phone is unable to boot up the system, freezing on the Samsung logo. The main board has unauthorized software, system status is showing "custom", should be "official" (photo is taken). According Samsung OEM, the phone is out of warranty, Quoting $110 for repairing of the phone.


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  Reply # 2127155 15-Nov-2018 13:05
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That is a real p!sser, I must say - but I reckon you need to stand your ground and ensure HN sorts this out.

 

If HN doesn't, it's probably worth going to the Disputes Tribunal - cost less than repairing it, and hopefully someone will be forced to account.

 

The last thing I'd do is pay for the repair - silly in these circumstances to pay $110 to fix a phone that actually sells for below $300 (https://pricespy.co.nz/search?q=samsung%20j4 - unsure of your specific model).

 

Good luck, and keep us posted.


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  Reply # 2127157 15-Nov-2018 13:13
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Just wondered if they were going to reflash with the 'official' firmware or whether they were suggesting they needed to replace hardware.

 

Their statement doesnt really give very much away. Quote for "attempted repair"???

 

 

 

If it was hardware - then its parts and dismantling etc.

 

If it was going to be a reflash - then thats 'potentially' something you could maybe contemplate yourself - though whyt it got screwed up in the first place is a mystery....

 

Not sure what to suggest...

 

Wait to hear back from Samsung first I guess.





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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  Reply # 2127166 15-Nov-2018 13:19
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robjg63:

 

Just wondered if they were going to reflash with the 'official' firmware or whether they were suggesting they needed to replace hardware.

 

Their statement doesnt really give very much away. Quote for "attempted repair"???

 

 

I'd say so. Beyond being in the OS and dong OTA update check to go back to official. Then the fix seems to be reflash with base OS.

 

Question is how did it get into a bootloop in the first place if the user doesn't know how to use ODIN/ROOT in the first place. Guess the hardline now is, if instructions are on the net and its not official when it comes in - reject. 

 

Unfortunately will mean the SN/IMEI is now on file if attempted at home and re-send back again for further issues.




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  Reply # 2127278 15-Nov-2018 16:07
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So I had a phone call with Telegistics.

 

The lady on the phone was nice to talk to. Unfortunately, the assessment was done by a different guy and he was not available and she wasn't sure what the repair was. She believes that it's to swap out the mainboard.

 

She told me that the case was escalated to Samsung and all they heard from Samsung was what I quoted above.

 

Telegistics actually advised HN to contact me to say that I'd be better off contacting Samsung on my own.

 

She also told me that I have been charged $55 for the assessment service (because I didn't go ahead with the repair) which I told her that I'm not paying for that. 

 

She gave me the case number and a phone number to call Samsung.

 

Overall, she sounded like she's willing to help and she asked me to give her an update on how I go with Samsung.

 

I did received another email from Samsung just acknowledging the receipt of the pictures I sent to them last night.

 

Maybe I'll give it another day to hear back from Samsung.

 

 


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  Reply # 2129097 19-Nov-2018 05:37
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Why did they have to replace the motherboard? If it's a hardware fault, then even if Knox was tripped I don't see how they could claim you need to pay for repair under the CGA. I guess they could claim your custom firmware broke the motherboard but how? Overclocking? Now if it's not currently standard firmware, then they may need to flash to standard firmware to test it and could charge for that, I would assume changing the motherboard changes the flash but I don't know. It's a separate issue from whether Knox is tripped anyway. 

 

Anyway since Knox wasn't tripped I agree with others it seems simpler anyway. Ask them to explain how 'custom' indicates you did something you weren't supposed to when Knox wasn't tripped. And ask them to explain how come others have reported 'custom' despite doing nothing to cause it. Also ask them what this has to do with replacing the motherboard. (Do they still need to flash back to standard to test?) 


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