(03-21-2020, 05:47 PM)tllim Wrote:(03-19-2020, 03:54 AM)vinnie Wrote: the thing that amazes me about this report is that I have the impression that Pine64 is composed of a small team of people, how is it possible that a part of this team is virtuous and another part totally negligent and that there is no communication within this team?
It is as if the after sale is an external company acting independently.
This issue has been bought up in Pine Store team and already discussed in several times on pass few days. The conclusion is if the damage caused by excessive physical force then this should not been covered under warranty. The buyer interest to repair the Pinephone, sales team has advised the buyer to ship back the Pinephone and strongly advise NOT to ship back battery which from picture shows some physical abuse. Once they receive the PinePhone, they will check the damage and quote back accordingly on the parts that have been physical damaged (from photo, they think the damage may be just the inner plastic case). Once fix and return, they will include a free new fresh battery to buyer.
I have been involved on the briefing on this case and also has viewed the photos submitted by buyer. I totally standby their assessment that the physical damage that cause by buyer should be covered under warranty.
I really appreciate that your team is concerned about communication, so thank you for your answer.
I'll try to give my opinion, I don't know if it will be useful or not, but maybe this is a kind speech that only a user can start.
I think that often what happens to a buyer when he have to deal with a "common" company is to refer to the rules of the warranty to avoid buying a unusable product, this happens because not all people have the ability to fix things by themselves.
On the other hand, a company wants to protect itself from satisfying any request that may or may not be an exploit of the assistence service.
At the end of the day, it is possible that harvey may have damaged the battery itself, for example with deep discharging, but this is something that can hardly be proven and in addition the pinephone still has several problems that may lead to other problems with the battery (such as the phone that discharges even when it is switched off or the incomplete power saving system).
But on the other hand, shipping a phone is more expensive than buying another battery! Plus it's probably not a wise idea to ship a damaged battery as you point out.
But shipping the phone without a battery, the only thing you can check is whether the phone damages the batteries and not whether the battery is defective from the beginning (wich is hard to prove anyway).
In the same time in my memory other things come back to mind, for example that shipping an electronic device with a battery is more complex and that in the forum some people said that some compatible versions of the battery may not fit perfectly in the pinephone compartment.
So I wonder, if in the future I ever need a spare battery, to make sure it's compatible I would have to get it from your store, but then I would spend much more money than the battery cost itself just for shipping.
So maybe it wouldn't be better if we just came to each other?
Couldn't you as Pine64 help users to find an intermediary that sells compatible batteries and manage cases like Harvery's in a less "official" but also less "expensive" way?
