The hyenas got another one.
They sent it in claiming something innocuous - no speaker sound, I think it was.
This is the note I ended up logging for it, along with the status 'BER - unauthorized rework':
The front assembly has a label from Syriatell, Dubai. Two screws missing, one incorrect screw used, and two screws at wrong torque inside the phone. The part holding the sensor in place is missing. There is minor damage to the coaxial cable. The phone is out of warranty.
Genuine Evil Empire parts do not come from Dubai. And they are not made by Syriatell.
This phone has three types of screws. They are all totally different sizes. And shapes. And colours. Putting a skinny black screw where a short, fat silver screw is meant to go is... obvious.
(Also, the screws do quadruple-service: hold things together, hold things at the right distances for electrical connections, complete the RF shielding, make the phone as watertight as reasonably possible, and sometimes act as metal electrical conduits. Wrong or missing screws... do not do these things.)
Wednesday, 12 December 2012
Just Can't Win
The fault description, summarized, says: the phone has been away twice, they have a replacement IMEI, the phone hasn't left the store, it's still faulty, there's a warning next to the battery and it's not charging, the old IMEI is 1234
What is an IMEI, you might wonder, and why did I bang my head on my desk when I read that ticket?
The International Mobile Station Equipment Identity, or IMEI, is a unique number written into the main board of each phone and written on a sticker placed on each phone. This number is used to identify the device by mobile networks. If your phone is refurbished, if you change networks, if you change sim cards, the IMEI remains the same. If we replace your main board, which is the closest we come to replacing a phone, the new board is written with your old IMEI, and your old IMEI sticker is placed on it.
For all practical purposes, the only way an IMEI is different is if the phone is a different one.
Now look at that fault description again.
So, I pop open the repair history. The phone was repaired; a few months later it was sent back, and logged as No Fault Found. Right after that, the network provider gave the customer a swap - 'Dealer exchanged' the note says.
And then a week later, the customer sent their new, exchanged phone in saying it was 'still not fixed'.
This is why it never pays to give the customer what they want.
What is an IMEI, you might wonder, and why did I bang my head on my desk when I read that ticket?
The International Mobile Station Equipment Identity, or IMEI, is a unique number written into the main board of each phone and written on a sticker placed on each phone. This number is used to identify the device by mobile networks. If your phone is refurbished, if you change networks, if you change sim cards, the IMEI remains the same. If we replace your main board, which is the closest we come to replacing a phone, the new board is written with your old IMEI, and your old IMEI sticker is placed on it.
For all practical purposes, the only way an IMEI is different is if the phone is a different one.
Now look at that fault description again.
So, I pop open the repair history. The phone was repaired; a few months later it was sent back, and logged as No Fault Found. Right after that, the network provider gave the customer a swap - 'Dealer exchanged' the note says.
And then a week later, the customer sent their new, exchanged phone in saying it was 'still not fixed'.
This is why it never pays to give the customer what they want.
Quickies
Fault Description: takes too long to charge
Ooooookay.
(From Tomasz)
Fault Description: DEATH SYNDROME BUG?
WHAT THE FUCK?
Ooooookay.
(From Tomasz)
Fault Description: DEATH SYNDROME BUG?
WHAT THE FUCK?
Tuesday, 11 December 2012
The Customer Is Always...
I like to help.
Today someone put in the fault description that their phone seemed 'unstable' and if it couldn't be repaired, they want a NEW phone replacement and not a refurbished one.
They got exactly what they asked for! Their phone can't be repaired and they can have their choice of brand new phones!
...it's BER, liquid damage. They can have anything they want to buy.
Helping feels good!
Today someone put in the fault description that their phone seemed 'unstable' and if it couldn't be repaired, they want a NEW phone replacement and not a refurbished one.
They got exactly what they asked for! Their phone can't be repaired and they can have their choice of brand new phones!
...it's BER, liquid damage. They can have anything they want to buy.
Helping feels good!
SNAFU
Some days, I should get combat pay.
My last phone of the day, it's been quoted and paid, I'm to do an out of warranty repair. Easy, right?
They quoted for a new usb jack. The usb jack just has a bit of paper in it. But the phone won't power on properly...
After doing a fabulous little dance that ended up involving two level 3 techs, the line manager, and the technical manager, the phone got sent to level 3 with a note DO repair the IC driver fault, do NOT replace the usb jack, DO order a usb jack and deliver to the line manager, do the hokey pokey...
The phone's still OOW 'cause they've cracked the front case and stuff, so we're finangling: they paid for a usb jack, they will see a usb jack listed, we will not charge for the IC driver repair, it all kind of sort of works. Ish.
Anything to avoid having to try to explain the whole thing to an end user, who may or may not know what a usb jack is, nevermind an IC driver.
My last phone of the day, it's been quoted and paid, I'm to do an out of warranty repair. Easy, right?
They quoted for a new usb jack. The usb jack just has a bit of paper in it. But the phone won't power on properly...
After doing a fabulous little dance that ended up involving two level 3 techs, the line manager, and the technical manager, the phone got sent to level 3 with a note DO repair the IC driver fault, do NOT replace the usb jack, DO order a usb jack and deliver to the line manager, do the hokey pokey...
The phone's still OOW 'cause they've cracked the front case and stuff, so we're finangling: they paid for a usb jack, they will see a usb jack listed, we will not charge for the IC driver repair, it all kind of sort of works. Ish.
Anything to avoid having to try to explain the whole thing to an end user, who may or may not know what a usb jack is, nevermind an IC driver.
Wednesday, 5 December 2012
Head. Desk.
Fault: "the phone will not turn on and displays a message 0 percent battery"
Your words, do you even see them?
Fault: "Handset randomly powers off. usually happens when the handset has been loaded with a few apps. some days it happens multiple times and other days not at all. hard reset fixes it temporarily but re occurs once apps are loaded."
...don't load them.
We don't support them.
Also, the apps I found on your phone were all free games. Or malware pretending to be free games. Whichever.
Fault: "software problem not fucntion properly"
You don't know your software from a hole in the ground, so no. This will not fly. You will be hearing from our No Fault Found phone flying monkeys shortly.
Your words, do you even see them?
Fault: "Handset randomly powers off. usually happens when the handset has been loaded with a few apps. some days it happens multiple times and other days not at all. hard reset fixes it temporarily but re occurs once apps are loaded."
...don't load them.
We don't support them.
Also, the apps I found on your phone were all free games. Or malware pretending to be free games. Whichever.
Fault: "software problem not fucntion properly"
You don't know your software from a hole in the ground, so no. This will not fly. You will be hearing from our No Fault Found phone flying monkeys shortly.
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