Hipstreet tablet was sent for warranty repair, but sent back with a cross-screen crack. And they refused to compensate.
I bought this Hipstreet W8Pro tablet on 2014-12-26 (boxing day) at ******* in Vanvouer. It was on promotion for $167.10 (tax included). My wife and I were told all sold out but I found one in the cabinet. We bought it since it worked fine, though there was an about 1cm small line/crack on the screen which not affect viewing.
In August, this tablet lost touch screen function. Anything else worked fine. I can use external keyboard to replace the touch function. I contacted their customer service by phone and online chating. A man step-by-step instructed me to reboot the tablet with external keyboard but remained same. Later they issued RMA# to me to mail it over. I sent over many pics I took showing all around this tablet, especially the small line as I'd like to make sure it would be warranty repaired before spending postage fee to mail over. The service man was polite but insisted me to mailed over for them to check if it was qualified for warranty repair. I mailed out on Sep. 3 via Canada Post expedited service with tracking# XXXXXXXXXXXXXXXX.
In about a week they told me it was not qualified for warranty repair due to the crack and shipped it back to me. On September 17, I received My tablet but with a cross-screen crack. I contacted them again regarding this crack. After a few days communication, the service man asked me to contact their service manager, *****, directly to solve this issue. I emailed the story and photos to ***** on Sept. 21. Then we had communicaiton until mid of Octomber.
***** refused to make any compensation.
His argue is the warranty was waived as the tablet has crack on it, no matter how many cracks, small or cross-screen.
My argue is,
1. So far no one is sure the original 1cm crack is the root cause for the loss of touch screen function.
2. When I lost touch screen function, I could still use external keyboard even with that small line/crack on it. But now I lost all with this cross-screen crack.
3. Their responsbility for negaligence to make this cross-screen crack should not be waived due to they waiving the product warranty.
At the beginning with the cross-screen crack, I only asked for the compensation for the difference. But now I have spent so much time and energy, and this case has affected my life a lot. I am asking for a full refund or replacement, and shipping fee I paid.
With regards to Mr. *** device, when he contacted us and informed us of the issues he was having with his device we performed an over the phone troubleshooting to better diagnose the issues. It was clearly explained to him that the small crack in the screen was the reason why his touch screen was not working and that based on a next step onsite evaluation we would determine if the crack would be covered under warranty and if not he was looking at a billable charge of $79. When we received and inspected the tablet it was noted that there was a crack across the screen and not a small crack initially stated, so we contacted Mr. *** to let him know that we had received his device and we could either return as is (crack screen) because physical damage of that extent is not covered under warranty or we could repair for the quoted price, as we would not be able to test any of the other features on the tablet with a broken screen. He requested that we return the device as is and we confirmed and provided a tracking number.
We have tried to explain to Mr. *** that warranty coverage of repairing or replacing his device at no additional charge can only be provided if it was a manufactures defect and physical damage is not covered under any warranty based on what we had received which had physical damage and could have been made worst by not packing the tablet safely when shipping. We clearly state the following to our customers to insure we avoid issues like this. KOBIAN CANADA IS NOT RESPONSIBLE FOR CUSTOMS/BROKERAGE FEES.
Please pack the product carefully and preferably in original box to avoid damage during shipment or RMA will be REJECTED and SHIPPED BACK without repair.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Pics taken and provided to them before sending and after receiving clearly show the tablet was seriously damaged. They clearly knew how small the crack was when sending over.
2. Tech support over the phone just guided me to do the windows restart, nothing else. They never checked any hardware defects and other software issues except the small crack I provided to them. The process was short as the external keyboard shared the only USB port with power supply. Anyway this tablet had worked fine with this small crack for 8 months before this case. They were even not sure if this small crack was serious enough to waive the warranty. How can they declare now this small crack is the root cause now!
3. ***** tried to dump the damage to ****** **** and asked me to claim with them before. But when I asked if they notified ****** **** regarding the damage to the device/packaging when receiving, they just neglected my question. And they never mentioned to me the packaging was not properly packaged. And I received the return with the packaging in good condition. I am a logistics professional and I know it's not that easy to cause this cross-screen damage. And I don't think ****** **** would bear the responsibility without seeing any evidence, like prompt notification or pics, etc.
4. Again, their responsibility for this cross-screen crack has nothing to do with the product warranty.
We fully understand Mr. *** frustration with the lost of investment in his product and needing to find blame for the accidental damage and we have taking every step to assist him. We have clearly explained that his small crack that he was fully aware of overtime and usage, had spread internally into the LCD (touch panel) and no longer responded to touch. The only option is to replace the LCD and we had quoted that as an option, but would look to see if the original crack was considered a warranty option and as we had received a more seriously damaged device, we informed him that it was a billable. If the tablet was packed better, it might not have cracked any further, as the same issue can happen to a car window with a chip in the glass and overtime will spread if not taken care of.
So to answer the questions.
1) The only reason a touch screen stops working is if there is a deep info break in the glass. We have not tested to see how deep a creak or break has to be before lost of functionality.
2) If the tablet was better packaged it would have been inspected, but because the request was to return we are not sure if there was any other internal damaged caused by bad packaging.
We did take the steps to properly take pictures and repack.
3)We clearly state to customers to package their devices carefully to avoid any additional damage.
Our offer to repair the tablet at the quoted price is still available. we will not replace or compensate for matters that were not the result of Hipstreet.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Hipstreet never said this small crack was sure the reason. They just guided me through the window reboot, then found out it was difficult to use the external keyboard to figure out the software issue, so they asked me to mail over. They told me usually 80% of the chance to cause touch issue was the software. They also told me I have to pay for the postage to mail over. To avoid spending postage without warranty repair, I asked them many times that if this crack caused the touch issue, would my tablet under warranty repair. I also took many pics of the face/back/sides of my tablet to show them that there's no scratch at all except this small crack. They didn't answer me directly. They just said they needed to test the tablet physically to figure out the issue. Now, after over a month's argument and after brought to BBB, they suddenly realized the small crack is the root cause????
On the other hand,
how they knew how deep the small crack is without inspection?
Are they sure the circuits/board issue won't cause touch function issue?
Are they sure now software issue won't cause touch function issue?
2/3. They never complaint my packaging. Even never mentioned. I have all the conversation records with them. Even their service manager ***** never said my packaging was bad in all his emails sending to me. He just repeated, besides asking me to claim with Canada Post (I explained in my previous responose), that cracks were not qualified for warranty repair, no difference to small/big crack, which meaned I would receive the same results even if they didn't break the tablet as a small crack was already there. Actually they received, opened and passed ** their repair tech. How I knew? Because the service tech called me and told me the repair tech said it was not qualified warranty as a larger crack there. And this service tech also told me he usuall showed returns to 2 different repair technicians if not qualified for warranty repair. Unfortunately the service tech never mentioned any packaging issue. Then I mentioned to him if package/packaging was damaged by ****** ****. I said if yes they provided me evidence so I could claim with Canada Post. He told me no. Now, after over a month's argument and after brought to BBB, they suddenly realized the packaging was poor?????
Personally I liked their service at the beginning. That person was nice but now I am totally disappointed. Now I'd like to provide more details here
1. At the beginning, the service tech might believe the cost to fix the issue was miminum, and therefore tried to show their warm service and careness to consumers, therefore asked me to mail over. The trick is they asked me to pay for the mailing fee and made me be the person to be responsible for the transportation.
2. They received the package from ****** ****, opened it and passed the tablet to technician. Since they didn't see any problems with the package, they didn't have the driver sign anything and didn't contact Canada Post after the driver leaving, and didn't call/email me to complaint the packaging before/after the inspection of the tablet.
3. Somehow they broke the tablet. They might find the cost to fix the issue soaring, then their warm service and care disappeared. A service tech call me and said the repair tech checked and needed $79 to repair my tablet. At this stage, he didn't tell me there was a cross-screen crack. he just said physical damage. I argued with him that my tablet only had a small crack, not big, and the conversation before mailing appeared to me it would be under warranty repair even not strictly qualified for warranty repair. Then the service tech told me the tablet in his hands and he saw a big dent/crack. He said he would usually have the returns checked by 2 different tech if the 1st tech said not qualify for warranty repair. Then he sent to another tech and back to me with the same result. He gave me 2 optons, pay $79 or they would return the tablet to me. They didn't tell me cross-screen crack. So I thought the small crack looked small to me but much larger to them. Since the repair fee was half of the retail price and I could still use external keyboard, I elected return back to me.
4. I received my tablet and found the cross-screen crack. I called them and argued with them through the phone and online chat. They never complained packaging. After a few days they passed me to their manager, *****. Then I have lots of email back and forth with *****. Up to the last email ***** sent to me, he never complaint packaging. He insisted me to pay $79.
5. Since their manager didn't care, I brought this case to BBB. Now they started to say the packaging XXXX because they used up all usable excuses but this one. Unfortunately this is not as well.
My logic is simple:
Package delivered to HIpstreet? Yes
Hipstreet accepted the package? Yes
So the liability of maintaining the tablet safely has transferred from ****** **** to Hipstreet? Yes
The tablet was reported broken under Hipstreet's possession? Yes
The broken caused damage or further damages? Yes
Who's responsible for the repair? Hipstreet!
Touch function workable? No
All other function excep touch function workable? Yes
Possible software issues fully tested? No, noly windows OS.
Possible hardware issues fully tested? Not at all.
So root cause found or confirmed? No
So qualify for warranty repair? Not sure as most of the test missing.
Warranty repair should be waived without tests? No!
A small crack on the screen? Yes
How long has the small crack been there? 8 months, since bought it.
The table worked perfect with the small crack? Yes
The small crack is now deep enough to break the touch function? Not tested yet.
Other hardware issues, like circuits/board, have been tested and excluded? No.
Software issues fully tested? No.
So the small crack is the root cause for sure? No.
If the small crack is not the main cause or has nothing to do with touch function loss, the warranty repair should be waived? No!
Final Business Response
Hipstreet has always been a strong believer in Customer Care and had provided Mr. *** with a fair solution to his problem, which was to replace his non-functioning screen for $79. Per the comments and notes regarding this case, we do not want to get into a blame game with the customer or the courier, but the fact stands that he had purchased a device over 8 months ago with a known crack in the screen which over time had worsen to the point that it no longer functioned and shipping an already damaged screen has one of two out comes, it will either be fine or get worst like driving a car with a chip in your window. We received an item that requires us to notify the customer and he choice to have it returned to him, as we cannot work on physically damaged products per policy and safety.
We can look at each point and respond, but we are more interested in having the customer getting his device up and running again.
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact is Hipstreet sent me back a totally broken device. I have nothing to do with this damage and I never expected this damage, but was required to bear the loss of the device.
Final Consumer Response
Before sending my tablet in, I sent all the pics to your service tech and emphasized several time that I would not have it repaired if it was not under warranty repair, which meant I wouldn't even mail my tablet to your service department and was ready to live with external keyboard. Unfortunately your service tech didn't say that, instead he urged me mail my tablet over for repair. Your service tech is professional and he looked at the original small crack but still not sure. I believe you are not sure as well, are you? If yes, I doubt the purpose your service tech asking me to mail over. Just to make me some trouble by wasting me $15 shipping fee?
Actually there are 2 difference cases here. One is touch function loss and needed repair. The other is the tablet was broken to death. You may refuse the 1st case for any reason. But you can't neglect the 2nd case.
My tablet did have a small crack but it didn't affect the display as it was on the upper right corner. From my conversation with your service tech (I have a copy from your online chatting system), you can clearly understand my hesitation to mail over. If your service tech told me, after viewing the pics and hearing my description of the situation, that I had to pay for the repair anyway, I would not mail my tablet over and therefore I at least have a tablet to do my banking, though with an external keyboard. I bought this windows tablet mainly for banking purpose as I didn't want to use my desktop/laptop for security reason. But now what should I use for banking? I lost my tablet due to your service department's negligence.
I don't know why Hipstreet didn't care its service quality and customer's feeling at all. Not say the root cause for the touch function has not been identified. At least, Hipstreet is accountable for the death if not for the touch function loss.
Please think it over from my view and give me a reasonable explanation.
My want is reasonable: replacement or refund. I may accept 2nd hand replacement or half price plus paid shipping fee if you believe your policy is "warranty waived for any physical damage, no matter it's related or not related to the issue".