Huawei corrupt OTA update

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Noobmaster

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Wannabe Geek

#249281 3-May-2019 16:18

Hi guys,

So my Nova 3i crashed over the weekend after a corrupt OTA update occured while I was asleep.

The phone is in continuous bootloop now.

I bought it in NOV 2018, and sent it for repair under warranty. Fonefix came back advising they will replace the circuit board rather than repair, as that is the cheaper/time saving option versus just repairing the chip.

I have some very important files on the phone, that wasn't backed up for some days.

I requested Fonefix to either retrieve the data, OR to replace the circuit board while swapping the old memory module. Again the response was no.

What are my options under CGA for data recovery.

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

https://consumer.huawei.com/nz/support/warranty-policy/

https://www.jbhifi.co.nz/Global/Documents/2017/JB-NZ-20150529_UnderstandingYourRights_v2.pdf

I also requested that I get the data recovered on my expense if they could give me the phone back, and once done, I could return the phone for the circuit replacement, again their answer was NO.

I kinda feel cornered here into loosing my data. Please help

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michaelmurfy

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#2230306 3-May-2019 16:33

Really, this is why you need to back up.

Most phones on the market these days are fully encrypted so what you asked is likely not even possible. You've lost your data here and really need to move on...

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#2230307 3-May-2019 16:33

You are aware the memory chips are surface mounted? Expecting them to swap out the chip/s is totally unreasonable

Oblivian

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#2230311 3-May-2019 16:44

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

gregmcc

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#2230327 3-May-2019 16:54

Oblivian:

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

In future backup your data, there are plenty of services that automatically sync data.

sbiddle

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#2230395 3-May-2019 18:09

gregmcc:

Oblivian:

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

That's assuming that there *was* a way to recover data. There quite possibly isn't a way to have a working device and have the data still intact.

Jase2985

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#2230410 3-May-2019 18:29

gregmcc:

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

In future backup your data, there are plenty of services that automatically sync data.

you cant put a price on the data though,

Jase2985

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#2230415 3-May-2019 18:42

just a question but was it an official update?

Noobmaster

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Wannabe Geek

#2230436 3-May-2019 19:40

Jase2985:

just a question but was it an official update?

Yes, official OTA update,

Device is not rooted or anything

Noobmaster

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Wannabe Geek

#2230437 3-May-2019 19:41

sbiddle:

gregmcc:

Oblivian:

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

That's assuming that there *was* a way to recover data. There quite possibly isn't a way to have a working device and have the data still intact.

Well Payam, Datalab etc, do provide this service... with 80% success rate

sbiddle

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#2230465 3-May-2019 20:18

gregmcc:

Oblivian:

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

In future backup your data, there are plenty of services that automatically sync data.

But the correct fix would always be a full mainboard replacement which is what they want to do.

Noobmaster

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#2230475 3-May-2019 20:45

sbiddle:
gregmcc:

Oblivian:

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

In future backup your data, there are plenty of services that automatically sync data.

But the correct fix would always be a full mainboard replacement which is what they want to do.

Well that's totally fine with me if they want to replace the whole board. But I want the board replacement once I have done a data recovery, thru a recovery service, but they are not agreeing to it.
Neither are they recovering the data nor allowing me to do it.

gregmcc

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#2230482 3-May-2019 21:12

Noobmaster:
sbiddle:

gregmcc:

Oblivian:

Noobmaster:

I tried searching for policy wording, and do not see anywhere it denies data recovery as an option.

IN NO EVENT SHALL HUAWEI BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS.

CGA says that manufactures are liable for consequential loss and cannot opt out of this. Instruct fone fix that they will apply the correct fix regardless of a cheaper option in order to protect your valuable data.

In future backup your data, there are plenty of services that automatically sync data.

But the correct fix would always be a full mainboard replacement which is what they want to do.

Well that's totally fine with me if they want to replace the whole board. But I want the board replacement once I have done a data recovery, thru a recovery service, but they are not agreeing to it.
Neither are they recovering the data nor allowing me to do it.

I think the solution here is you advise them that you own the phone, you get to tell them what to do, not them telling you what to do.

Simply put it plainly to them, return the phone before repairs are attempted so that data recovery can be attempted, then it will be sent back so they can do the repair. Failure to follow your instructions will make them liable for all costs and losses.

freitasm

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#2230518 3-May-2019 22:50

How can data be recovered if the phone is in a bootloop?

Michael already mentioned the memory is encrypted. Good luck with the whole thing. Please keep us up to date with results.

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Noobmaster

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#2230684 4-May-2019 10:32

freitasm: How can data be recovered if the phone is in a bootloop?

Michael already mentioned the memory is encrypted. Good luck with the whole thing. Please keep us up to date with results.

I spoke with the data recovery center, and apparently it is possible.

Noobmaster

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Wannabe Geek

#2247510 29-May-2019 08:45

To the guys who said Data recovery is not covered under warranty:

https://www.consumerprotection.govt.nz/help-product-service/electronics-and-appliances/your-rights-compared/#your-rights-under-the-cga

The seller must cover the cost of putting it right, whether it's fixing a faulty battery or replacing a glitchy operating system. This includes paying some extra costs related to the problem, eg:

repairer's call-out fee
hiring a replacement if your faulty appliance is taken away for repairs
fixing extra damage, eg to recover lost digital files.

I got my data back, phone repaired and compensation for the misleading advice

Moving forward, could you guys advise some good backup apps, that does backups wirelessly in the background, instead of me connecting my phone every day/week to the computer.

Cheers

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