Today Dan switched it off and when he went to turn it back on again it said in red writing on a black background "Custom binary blocked by FRP lock"
This handset was purchased about a month ago from Kogan.
The data on the back says:
CE0168
SM-G930F SAMSUNG YATELEY GU46 6GC UK
IMEI 3588 10/07/xxxxxx/7 S/NR58xxxxxxxx
Note the "UK".
I wonder if they have bought a UK handset and done some kind of un locking unblocking thing to the OS hence the "Custom Binary" referenced above.
You have to wonder how Samsung can justify selling a S7 in pommie land for less than here. I could imagine they may sell them for less in a poor country but pommie land is surely a pretty high cost country like Oz.
http://www.pcworld.idg.com.au/article/418458/note_about_grey_import_smartphones/
volume up + home + power -> System update
Then this screen comes up
And then this.
Means nothin to me
volume down + home + power -> screen to allow custom OS. Volume up to continue. Volume down to cancel. Naturally cancelled.
====================
15-08-2016 Call Kogan (Again)
12-09-2016
Two weeks have passed since they acknowledged receipt of Dan's phone.
Call Kogan to see whats going on. Gave up after being on hold for ages (half an hour).
Sent email response to the RMA
12-SEP-2016--------------------------------------------------------Feel free to phone me to discuss. Frank Thomson xxxx xxx xxxHiCan you advise the status of this return please.
References:
Order Number = TFNPxxxx
RMA# = 5179xxx
RA number = RA1112xxx
we have notification by email dated 23 AUG2016 that you received the returned item.
On Thu, Aug 18, 2016 at 1:44 PM, Kogan.com Help Desk <help@kogan.com> wrote:
##- Please type your reply above this line -##Your request #5179xxx has been updated. Reply to this email to respond.
Note: Responding to this query before we have replied may affect your position in the support queue. Our goal is to respond to all inquiries as quickly and accurately as possible. Thank you for your patience.
Ted (Kogan.com Help Desk)
Sep 12, 12:17 AEST
Hi Frank,
Thank you for your email, and I'm really sorry for the delay in an update.
An
assessment has taken place and confirmed the issue – we've noted,
though, that the screen has sustained a crack on the lower-left corner.
Though it was slightly difficult to make out, this crack is also visible on the photo of the product you supplied Aug 09.
To illustrate what has been outlined above, I have attached a photo that the technicians have supplied.
We'd
really love to come to a resolution, and would appreciate if you could
please provide any further information in relation to how this damage
may have occurred.
Please let me know so that we will be able to determine the best course of action.
Kindest regards,
Ted
Customer Care Team
12-SEPTEMBER-2016Ted
Customer Care Team
Yes the crack is present.
It was sustained on the first or second day. I was present when it was dropped. It fell about 30cm.
I do not believe that this could be associated with the fault that the unit exhibits.
So if the intent is to supply a replacement unit then an option would be for us to pay a small fee $50? for that.
Regards,
Frank Thomson
14-SEPTEMBER-2016
Hi Frank,
Thank you for your response and confirming that.
We do believe the crack is separate to the issue.
Unfortunately, as the item has suffered this accidental or user-related damage, we would require that the cost of the repair be covered in order to supply a replacement.
The cost of the replacement glass is $399 – we will not be requiring any additional technician or administration fees be paid.
We do state in section 18.3 of our Warranty Terms and Conditions that an item which has suffered damage such as this is no longer warrantable. However, as the genuine fault with the item is separate to this damage, we can proceed with the claim. We will, though, require the cost of the repair to the non-warrantable damage be covered.
Please let us know if you are prepared to proceed with this and we will prepare an invoice and arrange the replacement once this has been paid.
We can otherwise issue a store credit or refund less the repair cost. This would be $422.89 as the full purchase value less the $399 repair cost.
We look forward to your response and proceeding.
Kindest regards,
Ted
Customer Care Team
6-OCTOBER-2016
I asked Marcus what to do and Marcus sent me back an email. I kind of softened his a bit. Marcus's is in blue and the bit I added in maroon.
Hi Ted
Sorry about the
delay. I have been thinking over about how to proceed.
I must say that I am
surprised and disappointed with the approach that your team has
taken to this issue. In my opinion it is unreasonable to impose
the screen repair at what looks like full commercial price as a
pre-condition to honouring your warranty.
Section 18 of your
Warranty Terms and Conditions begins with the phrase ‘To the full
extent permitted by law’. You acknowledge, therefore, that you are
bound by the various statutes and common law rules that govern the
ever-growing consumer law. I must draw your attention to the
following law which applies regardless of our contract:
Section 24 of the Australian
Consumer Law provides that a term will be considered unfair
(and therefore void – see section 23) if:
(a)
It would cause a significant imbalance in the
parties’ rights and obligations arising under the contract; and
(b)
It is not reasonable necessary in order to protect
the legitimate interests of the party who would be advantaged by
the term; and
(c)
It would cause detriment (whether financial or
otherwise) to a party if it were to be applied or relied on.
It is my view that
section 18.3 of your Warranty Terms and Conditions is an unfair
term. This is because:
(a)
The clause causes a significant imbalance in the
parties’ rights and obligations arising under the contract by
allowing you to ignore your obligation to honour your warranty;
and
(b)
Ignoring your obligation to honour your warranty
is not reasonably necessary in order to protect your legitimate
interests because, as you acknowledged yourself, the damage has
absolutely nothing to do with the issue; and
(c)
By failing to honour your warranty, you cause us
financial detriment in the amount of $399. This amount
would not have been expended had it not been for the
failure of the product. As you acknowledged, the crack does not
affect the use of the product and was not in anyway related to the
failure that has lead to the warranty claim.
I hope that you
appreciate and acknowledge the standpoint from which I write this
letter. If this issue cannot be resolved fairly, I do intend to
refer this matter to the Consumer Ombudsman. I believe that I
would need to seek legal advice to ensure my consumer rights are
not only being observed, but also respected.
I believe that a
fair resolution would be for you to repair the existing phone or
supply a replacement. In the case of the latter, I understand
that we would obviously benefit because the replacement phone
would not have the crack in it's screen and hence my offer of
$50. However $399 is clearly a rip off.
Regards
Frank Thomson
7-OCTOBER-2016 and Kogan finally agrees
Ted (Kogan.com Help Desk)
Oct 7, 14:11 AEDT
Hi Frank,
Thank you for your response.
I do certainly appreciate where you're coming from, and I would feel the same way in your position.
I do thank you as well for outlining your position. We've looked at what you've said and we do respect that, although the non-warrantable issue has caused an issue in the matter of supplying a warranty replacement, it's also not caused you an issue and it is only the fault the phone was experiencing.
We'll be able to proceed at this stage with a brand-new replacement and we won't require the cost of repair to be covered in full or in part.
Would the same xxxxxxxxxx address sui to receive this?
Kindest regards,
Ted
Customer Care Team
No comments:
Post a Comment