Belarus was refused warranty repair of the smartphone: inside the device found scratches

A rather ambiguous situation occurred with the buyer of a popular smartphone in Belarus, bought directly in the operator's communication lounge. The story goes back to the winter of this year. Smartphone man bought early January. "January 7, 2018 bought a smartphone Xiaomi Redmi Note 4 in the office of Velcom February 25, the smartphone stopped working – there is no information on the screen," – the source told us.

The next day, the smartphone was handed over to the operator's office for warranty service. As of March 2, the mobile phone could be removed, but with a "but" – without repair and with the warranty removed due to scratches on the motherboard. From that moment, the owner of the smartphone tried to find the answer to the question: in particular, why the customer must dismount the phone for the guarantee after a month of operation. His vision of the situation that he has exposed in a book of comments and suggestions. In the official response, the company repeated the information previously expressed.

Oleg (at the request of the customer Velcom we do not indicate his real name) suggested that the card was scratched by "woe-masters" or the device initially had a defect. He points out that in the act of receipt there was no mention of traces of autopsy of the device. In addition, it is not known whether there is a cause-and-effect relationship between scratches and malfunctions. And even if it could be found, the time of occurrence of the defect is very difficult to determine.

Later, the man made attempts to reach Velcom by other means. Nevertheless, the company refused to repair the smartphone at its expense, proposing to conduct an independent review of the device. As noted by Oleg, for that it was necessary to badume the obligation to pay if the decision was not made in his favor.

"But it is absurd to badume that the customer has disbadembled the phone ON GUARANTEE within a month of purchase, that the SC has seen no trace of intervention (marks on the bolts, characteristic stripes, etc.). However, the velcom side of the client has not occupied ", – the Belarusian complaints. It does not rule out that it was sold "ref" – a restored mobile phone, hence the scratches.

"As I did not understand the phone, I consider that it is just to replace the motherboard with a new one.At the price of the new phone, I do not think it's worth worth repairing it. " he added.

We sent a request to velcom, where they know the situation.

"The unitary business" Velcom "sells smartphones via its retail network and its online store, but is not the manufacturer.This is why all mobile devices in the case of a request from the buyer under the warranty provided by the manufacturer are transferred for diagnosis to authorized service centers with the necessary technical equipment and qualified specialists Service centers authorized directly by the manufacturer are authorized to make decisions concerning warranty service or refusal of warranty service.

In the situation with Mr. […] when the smartphone was delivered to the center of service, the motherboard has been damaged due to unauthorized opening of the phone and is trying to repair it, which is contrary to the terms of the warranty.On the basis of the described violations of the operating conditions of the phone. appliance, the warranty service has been refused to the customer. The paid repairs are estimated by an authorized service center in 250 Belarusian rubles.

In the event that the buyer does not agree with the conclusion of a service center authorized by the manufacturer, velcom offers its customers an independent review at the expense of the company, which will confirm or disprove the conclusion of the service center. Such an algorithm complies with the requirements of the legislation and meets the policy of the company. "

In the dry record, we see: the buyer claims that the smartphone has not been opened.The operator responds: the motherboard is damaged, possibly an attempt unskilled has been made to repair it, finding who is right and who is to blame is difficult in this situation.