08-17-2021, 08:28 AM
(This post was last modified: 08-26-2021, 03:29 AM by Gribouille.)
Hello,
I like the open projects. I like the idea to have a community around some hardware like those sold by Pine64. But when there is some troubles with the hardware, it's a big problem when there is no support.
I take the case of my PinePhone, “Community Edition: Manjaro with Convergence Package" received in November.
Some screens show a defect that progress in few months : the capacitive layer and LCD screen are no more fully bonded. The dedicated thread is : https://forum.pine64.org/showthread.php?tid=13636 / 'Screen dying already?'.
The LCD screen works perfectly and has no defect. At this point, I have a vertical line of the capacitive layer that doesn't respond.
I opened a first ticket in July. A new ticket in August because there is no reply from the first. No reply at this moment.
07-10-21 : Ticket #10442 opened - (July)
I explain the problem, give the link on the thread where the picture from April to July show the degradation.
07-10-21 : Reply from the support.
A picture is asked, even if the picture is present in the thread given in the ticket : ticket not read !
07-10-21 : I send the picture.
07-12-21 : Reply from the support :
I wasn't very happy with that reply. The most important was the ticket was 'Closed'. For me this reply is like : 'We can't ignore that there is a problem with some batchs of screens and it's impossible to see it during the warranty period, but it doesn't matter, you have to pay for a new screen'.
I've asked for a better proposition : no reply from the support.
07-21-21 : Mail to 'sales' as proposed by 'support team #4'.
Because I have no reply from the support, I explain to 'sales' the situation with the ticket ID. The reply was send too at 'info@pine64.org'. So, at this moment : support team, sales and 'info' know my problem.
Can I hope some help ? No. No reply form 'support' or 'info'.
This is the reply :
07-29-21 : Ticket #10442 - (July)
I send the pictures of screen to show the degradation in few months. I wait a reply : nothing.
Since the 07-12-2021, there is no other activity than the mine on the ticket.
From April to July, the degradation of the screen :
08-03-21 : Ticket #10634 opened - (August)
I hope to have a reply, so I make a new ticket.
I propose to send the screen to diagnose it.
I make an other proposition that seems for me in the idea of a community project.
If I buy a new screen (defective ?), the additional costs are higher than 50 % of the cost of the screen.
At this moment :
If I've chosen a PinePhone, it is because is a 'community' project. I understand that the price is the lower as possible. I like this. If all is not perfect, I understand. In this situation I a have a hardware problem like some other people. As it's a community project, I've expected some help from Pine64. The only response from Pine64 is '30 days Limited Warranty against defects in materials and workmanship'.
Even if the PinePhone is not the best smartphone on the market, I like it and I want to continue to participate at this project or an other. I would like to buy the keyboard.
The new PineNote is great. I have two e-readers, but the software is locked. An open source solution is what I'm waiting from years. Yes ... but if there is some troubles, the solution can't be 'You must buy an other PineNote'.
I like the support from people here. I help when I can. The community is around hardware and some support is needed on it.
I hope that someone at Pine64 could find some time to read my tickets and, maybe, propose a solution.
I like the open projects. I like the idea to have a community around some hardware like those sold by Pine64. But when there is some troubles with the hardware, it's a big problem when there is no support.
I take the case of my PinePhone, “Community Edition: Manjaro with Convergence Package" received in November.
Some screens show a defect that progress in few months : the capacitive layer and LCD screen are no more fully bonded. The dedicated thread is : https://forum.pine64.org/showthread.php?tid=13636 / 'Screen dying already?'.
The LCD screen works perfectly and has no defect. At this point, I have a vertical line of the capacitive layer that doesn't respond.
I opened a first ticket in July. A new ticket in August because there is no reply from the first. No reply at this moment.
07-10-21 : Ticket #10442 opened - (July)
I explain the problem, give the link on the thread where the picture from April to July show the degradation.
07-10-21 : Reply from the support.
A picture is asked, even if the picture is present in the thread given in the ticket : ticket not read !
07-10-21 : I send the picture.
07-12-21 : Reply from the support :
Quote:From your picture provide, you may need to replace the LCD panel. Unfortunately, as per your order#151001 warranty is expired.
– All single board and accessories sold on the Pine Microsystems Inc. (PINE64) store are entitled to a 30 days Limited Warranty against defects in materials and workmanship.
Please refer to https://store.pine64.org/?page_id=443
However, you may contact sales at sales@pine64.org to check whether you may place order for the replacement LCD panel.
Thank you.
Regards,
support team #4...
I wasn't very happy with that reply. The most important was the ticket was 'Closed'. For me this reply is like : 'We can't ignore that there is a problem with some batchs of screens and it's impossible to see it during the warranty period, but it doesn't matter, you have to pay for a new screen'.I've asked for a better proposition : no reply from the support.
07-21-21 : Mail to 'sales' as proposed by 'support team #4'.
Because I have no reply from the support, I explain to 'sales' the situation with the ticket ID. The reply was send too at 'info@pine64.org'. So, at this moment : support team, sales and 'info' know my problem.
Can I hope some help ? No. No reply form 'support' or 'info'.
This is the reply :
Quote:Dear [...],
Product issue we will let support team to communicate with you.
Thank you!
Regards,
Pine64 team
07-29-21 : Ticket #10442 - (July)
I send the pictures of screen to show the degradation in few months. I wait a reply : nothing.
Since the 07-12-2021, there is no other activity than the mine on the ticket.
From April to July, the degradation of the screen :
08-03-21 : Ticket #10634 opened - (August)
I hope to have a reply, so I make a new ticket.
I propose to send the screen to diagnose it.
I make an other proposition that seems for me in the idea of a community project.
If I buy a new screen (defective ?), the additional costs are higher than 50 % of the cost of the screen.
At this moment :
- my LCD works perfectly;
- the capacitve layer has a vertical line unusable;
- the delamination of the screen affect some other PinePhones.
- I can't unlock my encrypted PinePhone;
- there is no reply from 'support', 'sales' and 'info'.
If I've chosen a PinePhone, it is because is a 'community' project. I understand that the price is the lower as possible. I like this. If all is not perfect, I understand. In this situation I a have a hardware problem like some other people. As it's a community project, I've expected some help from Pine64. The only response from Pine64 is '30 days Limited Warranty against defects in materials and workmanship'.
Even if the PinePhone is not the best smartphone on the market, I like it and I want to continue to participate at this project or an other. I would like to buy the keyboard.
The new PineNote is great. I have two e-readers, but the software is locked. An open source solution is what I'm waiting from years. Yes ... but if there is some troubles, the solution can't be 'You must buy an other PineNote'.
I like the support from people here. I help when I can. The community is around hardware and some support is needed on it.
I hope that someone at Pine64 could find some time to read my tickets and, maybe, propose a solution.