+- PINE64 (https://forum.pine64.org)
+-- Forum: PinePhone (https://forum.pine64.org/forumdisplay.php?fid=120)
+--- Forum: PinePhone Hardware (https://forum.pine64.org/forumdisplay.php?fid=122)
+--- Thread: Screen dying already? (/showthread.php?tid=13636)
RE: Screen dying already? - Uturn - 07-11-2021
my screen loos unglued on all edges by now, but pine64 helpdesk did not answer since 4 weeks now.
RE: Screen dying already? - marcih - 07-12-2021
(07-11-2021, 05:09 AM)Uturn Wrote: my screen loos unglued on all edges by now, but pine64 helpdesk did not answer since 4 weeks now.
Sorry to hear that, my own ticket wasn't answered for 2 months but was then answered the next day after I replied to it with a (stern) reminder and an update saying what state my screen was in, try maybe doing the same.
RE: Screen dying already? - wizmart - 07-12-2021
Same here, on all edges too like a 1mm border.
RE: Screen dying already? - Gribouille - 07-23-2021
Hello,
The 10 of July I've made a ticket. The reply (12 of July) was not what I was expected and the ticket was closed. New reply for me, reminder the 19 of July : nothing. As proposed by the support, I asked the help of the 'sales', their reply indicate because it's a product issue, the support manage the ticket.
I don't know how I must wait to have a reply from the support
PinePhone bought in November 2020, unusable in July 2021
RE: Screen dying already? - mouffa - 07-23-2021
the screen right above of the SoC is extremely overheated when charging, it goes beyond 55 degrees celsius which is the limit for human skin to have continuous contact, still the screen works fine but I believe it will be damaged soon, a solution could be to make the phone thicker by making a silicone pad on the circumference, I have done the same on iphone 6 due to some other problem
RE: Screen dying already? - marcih - 07-23-2021
(07-23-2021, 09:06 AM)Gribouille Wrote: Hello,
The 10 of July I've made a ticket. The reply (12 of July) was not what I was expected and the ticket was closed. New reply for me, reminder the 19 of July : nothing. As proposed by the support, I asked the help of the 'sales', their reply indicate because it's a product issue, the support manage the ticket.
I don't know how I must wait to have a reply from the support
PinePhone bought in November 2020, unusable in July 2021
PINE64's own website would say otherwise:
PINE64 Contact page Wrote:For all enquirers regarding sales, shipping, warranty and returns please contact the relevant Pine Store ltd. email or use the online support system.
For all other inquiries, including help with setting up your device or resources contact members of the PINE64 community by pressing the Web Chat button.
For general queries and information
info@pine64.org
For support related queries
support@pine64.org
For sales/wholesale related questions
sales@pine64.org
I don't really know what else you could do other than opening a new ticket, describing that your PinePhone is unusable just over half a year after purchase due to a screen defect, perhaps attaching photos of it and mentioning that your previous ticket was wrongly closed. Persistence is often necessary when dealing with manufacturers (among other players on the market), especially when things go south after they already have your money.
(07-23-2021, 09:18 AM)mouffa Wrote: the screen right above of the SoC is extremely overheated when charging, it goes beyond 55 degrees celsius which is the limit for human skin to have continuous contact, still the screen works fine but I believe it will be damaged soon, a solution could be to make the phone thicker by making a silicone pad on the circumference, I have done the same on iphone 6 due to some other problem
55°C may be the limit for human skin touch, but ought under no circumstances be enough to cause phone screen delamination. I don't believe the issue was caused by heat either: I didn't notice the issue worsening after exposing the phone to high temperatures or slowing down after applying thermal throttling. What I did notice was the delamination spreading when the screen was exposed to sunlight. Nevertheless, still unacceptable for a phone.
RE: Screen dying already? - Gribouille - 07-23-2021
(07-23-2021, 12:21 PM)marcih Wrote:(07-23-2021, 09:06 AM)Gribouille Wrote: Hello,
The 10 of July I've made a ticket. The reply (12 of July) was not what I was expected and the ticket was closed. New reply for me, reminder the 19 of July : nothing. As proposed by the support, I asked the help of the 'sales', their reply indicate because it's a product issue, the support manage the ticket.
I don't know how I must wait to have a reply from the support
PinePhone bought in November 2020, unusable in July 2021
PINE64's own website would say otherwise:
PINE64 Contact page Wrote:For all enquirers regarding sales, shipping, warranty and returns please contact the relevant Pine Store ltd. email or use the online support system.
For all other inquiries, including help with setting up your device or resources contact members of the PINE64 community by pressing the Web Chat button.
For general queries and information
info@pine64.org
For support related queries
support@pine64.org
For sales/wholesale related questions
sales@pine64.org
I don't really know what else you could do other than opening a new ticket, describing that your PinePhone is unusable just over half a year after purchase due to a screen defect, perhaps attaching photos of it and mentioning that your previous ticket was wrongly closed. Persistence is often necessary when dealing with manufacturers (among other players on the market), especially when things go south after they already have your money.
The 'Sales' reply was forwarded to 'info@pine64.org'. The ticket is always open. The sender for my ticket was 'support@pinemicrosystemsinc.zohosupport.com'. Ok, I wait few days and I forward the Sales's e-mail to 'support@pine64.org' if I have no reply.
RE: Screen dying already? - mouffa - 07-23-2021
I don't know how much beyond 55 degrees on the surface and it may have much greater thermal centres behind the screen like 70 degrees or more, this will definitely deterriorate the screen after sometime
RE: Screen dying already? - Gribouille - 07-26-2021
I've send a message to 'support@pine64.org' giving the ticket's number. This is the answer :
Quote:Dear Piner,
In order to serve you better, we have implemented the support ticket system. Please kindly file a support ticket at [/url][url=https://desk.zoho.com/portal/pine64/home]https://desk.zoho.com/portal/pine64/home with full detail of the issues you are facing. Our support team will response your ticket within 48 hours.
Thanks.
Regards,
PINE64 Support Team
Ok, I resume the situation.
The ticket support send me to to the sales to buy a new screen. The 'sales' send me to the support that doesn't reply. The 'support' send me to the ticket system that doesn't reply.
Does I miss something
Any good idea will be appreciate !
RE: Screen dying already? - dsimic - 07-28-2021
(07-23-2021, 12:21 PM)marcih Wrote: I don't really know what else you could do other than opening a new ticket, describing that your PinePhone is unusable just over half a year after purchase due to a screen defect, perhaps attaching photos of it and mentioning that your previous ticket was wrongly closed. Persistence is often necessary when dealing with manufacturers (among other players on the market), especially when things go south after they already have your money.
I'd suggest that you provide a few pictures of your delaminated screen as part of the support ticket. With no pictures available, it's sometimes hard to completely understand what's someone complaining about.
(07-23-2021, 12:21 PM)marcih Wrote:(07-23-2021, 09:18 AM)mouffa Wrote: the screen right above of the SoC is extremely overheated when charging, it goes beyond 55 degrees celsius which is the limit for human skin to have continuous contact, still the screen works fine but I believe it will be damaged soon, a solution could be to make the phone thicker by making a silicone pad on the circumference, I have done the same on iphone 6 due to some other problem
55°C may be the limit for human skin touch, but ought under no circumstances be enough to cause phone screen delamination. I don't believe the issue was caused by heat either: I didn't notice the issue worsening after exposing the phone to high temperatures or slowing down after applying thermal throttling. What I did notice was the delamination spreading when the screen was exposed to sunlight. Nevertheless, still unacceptable for a phone.
The thermal daemon for the PinePhone I'm working on will also throttle the battery charging down it if detects the AXP803 PMIC or the battery overheating. Though, there's quite a lot of additional software support that still needs to be implemented to have that feature working properly.