RMA in over 3 month / Any resolutions?

[0x00]

Hi,

I sent out M4 Aqua to RMA in Feburary (over 3 month ago).

It's still not fixed.

When I contact them, they always say very sorry and it will be done in 10 days or done by next week.

They said it is ecalated and get contact by someone.

Nothing really happened.

I had similar issue with ASUS phone. They sent me replaced (refurblished) phone by overnight in stead of like this RMA process.

As product warranty is 1 year as considered product life time. 1/4 is wasted in RMA.

Is there any other department to request this resolution?

Thank you.

[Uliwooly · Accepted solution]

@0x00

I'm sorry to hear that but this is a user based forum, you should stay in contact with your Local support

[0x00]

Hi,

I sent out M4 Aqua to RMA in Feburary (over 3 month ago).

Issue was that phone got overheated and killed the display chip while I was shopping at retail store. 

It's still not fixed.

When I contact them, they always say very sorry and it will be done in 10 days or done by next week.

They said it is ecalated and get contact by someone.

Nothing really happened.

I had similar issue with ASUS phone. They sent me replaced (refurblished) phone by overnight in stead of like this RMA process.

As product warranty is 1 year as considered product life time. 1/4 is wasted in RMA.

Is there any other department to request this resolution?

Thank you.

[0x00]

uliwooly, thank you for you message.

I realized this page is for software support.

The Local support does not have any resolution.

So I'm looking for any way before I use legal services.

Thank you

[Uliwooly]

@0x00

The phone can't overheat, if it gets too hot it will shutdown, there's nothing more we can suggest here.

[0x00]

I understand there's overheat protection driver running on Adroind. But it does not gurantee that it works all the time.

When I was playing game I noticed phone get very hot sometimes did shutdown.

When it broke, it got shutdown but same time some hardware was dead.

It happend once in similar spec Asus phone. Then 2/3 of display did not work. They send me replace phone overnight.

I passed to my wife to use since I've got M4 Aqua already. It was in October.

When it happeded on M4 Aqua. All screen is gone. It was in Feburury and much cooler. Then it still in RMA.

Recentl Sony phone has waterproof feature. There's some review written it promote more over heating.

I talked with then on the phone eariler. They are waiting another parts come in next 10 days and repair in another 10 days. So I request to replace or refund. Finally they agreed to send replacement.

Thank you.

[0x00]

The supervisor I talked on the phone 3 days ago said that he'll resolve (replacement) the issue in the same day and will sent out email.

3 days passed. No email in any place (spam folder, trash folder).

I called regular tech support. She said just waiting parts.

I asked to talk to supervisor. He said the previous call was recorded but nothing going on.

I called legal service to start process.

[0x00]

Attorney took my case.

He agreed 3 month is way too long as general sense.

He also suggested to file complaintment both FCC.gov and FTC.gov.

[Uliwooly]

@0x00

Keep us updated. 

[Rickard]

I'm very sorry to hear that your service has taken so long 

I'm afraid i can't see what has happend in your case and why it has taken so long but based on what i can see here, it looks like a new phone has recently been sent out to you. Your Local support seems to have sent an email to you with a tracking number for the shipment but please contact them if you need further assistance or information.