eGlobal Digital RMA Experience

bhm133 on 14/06/2016 - 14:33
Last edited 24/07/2016 - 14:04 by 1 other user

My RMA situation has been bugging me for a while. I hope some people here can give their 2 cents…. positive 2 cents.

I bought a phone from Eglobaldigital back in late January. A few months ago, I had a screen problem where the screen would randomly show static. Kind of like this https://www.reddit.com/r/lgg4/comments/41he1m/rip_my_g4_oct_…

I contacted Eglobal and opened an RMA ticket. I reset the phone to factory settings and sent it off. It was received without issue. I then received this message.

Please provide your google ID and password, we cannot access for checking,thanks.

Hmmmm…

My response was:

Hi,

The phone has been reset to factory settings (as per LG factory reset instructions).

There are photos of the screen problem that have been sent with the phone. Please refer to those pictures.

I am unable to give you my own personal google account ID and password as privacy is very important to me.

I am not sure why you are requesting this information.

Please feel free to use another google ID to check the phone.

Otherwise, I am happy to make a different \"junk\" google account on your behalf.

They requested the information again.

Thank you for your message. If you cannot provide us a google account and password, we cannot help you to to do a fully test with your item..

If you afraid that the privacy issue, you can change the password after our inspection. Thanks.

Hmmm…

I then opened a gmail account so they could access the phone. I tried eglobalwantmygoogle. Surpise surprise, taken. So, I tried eglobalwantmygoogleaccount. Taken too. I tried eglobalwantmygoogleinfo. Taken too. I finally made my dummy account(yes, using eglobal in the username) and sent it to them with the password.

Again, a message came back saying they can't access the phone. I repeated the google account created with the password. I am waiting for their reply.

Asking me continuously for my google details really irks me. Why would they want my google details? They can access the phone without any google details. The phone is reset to factory settings. What is the problem? They should know enough on how to diagnose a phone issue… maybe not. Don't they just RMA to LG in HK?

I bought the phone through paypal and have been thinking of opening a dispute, but am unsure how far that will get me. I'd like the screen problem fixed under warranty. That is all I want. They really don't need my google details.

What do you think I should/can do?

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Comments

  • lupiter on 14/06/2016 - 14:52
    +7

    Suuuper dodgy. I would open the paypal dispute and cut my losses.

    • bhm133 on 14/06/2016 - 14:55

      Glad I am not the only one thinking it is dodgy.

  • Nutrino on 14/06/2016 - 15:08
    +1

    I think you need the previous account details to reset some Android phones, although there is a hack to bypass this. Some Android anti theft thing.

    • chartparker on 14/06/2016 - 15:20
      -1

      But he said he already reset the phone to factory settings. If it's a hardware issues (which it looks like) then it wouldn't make a difference what account was used with the phone.

    • bhm133 on 15/06/2016 - 20:21

      Correct! Just discovered this for myself!

  • chartparker on 14/06/2016 - 15:11

    "DANGER WILL ROBINSON!" But in all seriousness, NO-ONE has any business asking you for your Google ID and especially not your password. I would've just told them that I don't have a Google account.

  • sd224 on 14/06/2016 - 15:22
    +6

    It is called Anti-theft device protection introduced by Google from v5.1 and above. Basically, it stops thieves from wiping your phone just by doing a 'Factory reset'. It will still require you to provide the last sync'ed google account credentials for a successful boot. Otherwise, the device is pretty much useless with the user not being able to go past the login screen.

    A quick google brings up some info:
    http://www.androidpolice.com/2015/03/12/guide-what-is-androi…
    http://android.stackexchange.com/questions/127739/how-to-byp…

    Having said that, I think you have only 3 options:
    1. eGlobal ships the phone back, you can unlock it and sync it to a different google account before returning it to them.
    2. eGlobal is ready to hack into the phone (also voiding the warranty) to get past the login screen.
    3. Being generous enough to share your last used google account on that phone with eGlobal (which I wouldn't dare in my dreams!)

    Good luck!

    • bhm133 on 14/06/2016 - 20:05

      That made for a good read and really put things into context. It now makes sense why they asked for my google id and password. I only wish that they had taken the time to explain WHY they need things like this instead of sounding like a cracked record and asking several times.

      From the Androidpolice site, it seems that they can get into the device with just the secured lock screen pattern. I have to read a little deeper into the article though.

      Can anyone confirm this?

      • bhm133 on 15/06/2016 - 20:22

        From images sent, you need the google id and password last used on the phone. Confirmed.

  • kaBargain on 14/06/2016 - 17:28
    +4

    LG Factory Reset instructions…
    "You can set up your device to prevent other people from using it if it's been reset to factory settings without your permission. For example, if your device is lost, stolen, or wiped, only someone with your Google account or screen lock information can use the device.

    To turn off device protection, remove your Google account from your device. (Recommended before performing a factory reset).

    If your device is protected, you'll need to either unlock your screen or enter your Google account password if you need to do a factory reset using physical buttons. This ensures that you or someone you trust is doing the reset."
    http://www.lg.com/us/support/product-help/CT10000027-1432872…

    • bhm133 on 14/06/2016 - 20:07

      Another good read.

      "If your device is protected, you'll need to either unlock your screen or enter your Google account password if you need to do a factory reset using physical buttons"

      So, perhaps I can just give them the unlock screen pattern?? If so, I can't see any reason for not giving this. My google ID and password will NOT be handed over.

  • bhm133 on 14/06/2016 - 20:17

    Update: I have sent a message to eglobal asking if it is the device protection feature they need to get past and if the unlock screen pattern will suffice. Will post response later.

    Failing that, I can only ask for the phone to be posted back. Bit of a waste and wish that eglobal has given better instructions or that I had known about the device protection feature. I would have taken care of this before returning.

    Live and continually learn in retrospect.

  • bhm133 on 15/06/2016 - 20:20
    +2

    Update: Eglobal has sent images of the login screen requested. It is indeed as sd224 and kaBargain mentioned above.

    So, I have requested to have the phone sent back to me as I cannot/will not give out my google password.

    Thanks heaps to sd224 and kaBargain for the links and information. An expensive experience, but the knowledge gained is more valuable.

  • bhm133 on 24/06/2016 - 17:26
    Merged from eGlobalDigital RMA: Part 2. Cannot Repair My Phone, Offer Silly Terms

    Hi all,

    This post is part two from this post https://www.ozbargain.com.au/node/252806

    In short, I purchased an LG G4 from eGlobal in January. I began to have screen issues (split screen and TV static). They asked for the phone for RMA. I sent the phone. They said they couldn't fix it because of the security on the phone (refer to previous post). I asked for them to send the phone back to me.

    Since then, we have gone back and forth with messages. The latest was that the phone was under repair. How? I have no idea… I thought they couldn't access it because of the security… Then, they have said the phone cannot be repaired and have offered store credit of $276.

    I find this unacceptable.

    I have countered with 3 options of my own.

    1. Return the phone. I will unlock it and send it back for RMA.
    2. Return the phone. I will accept $150 of store credit as they cannot fix my phone and I will have the screen changed here. I will pay the difference to have it changed here (because I am a reasonable person).
    3. Offer me a phone of similar if not better specs as a changeover phone.

    Reasonable?

    I am almost at the end of my tether. This feels like they are just stringing me along until I give up and go away or take a stupid amount as store credit. I am also very suspicious of what has happened to my phone, even to the point of thinking that some dill has dropped it and it is now smashed on the floor (quick, sweep it under the rug).

    How do you think I should be handling this situation? Is there any more that I can do?

    Thanks in advance.

    • spackbace on 24/06/2016 - 17:53

      offered store credit of $276.

      I find this unacceptable.

      How much did the phone cost? (Edit: $400-$500) How much does it cost now?

    • bhm133 on 24/06/2016 - 18:11

      I understand where you are going with this. The "market value" of this phone is "possibly" around $276. However this phone is not being sold at market value. It was returned under warranty. The warranty component is what I look at. Giving me store credit for this amount doesn't take the warranty component into account. If you buy x product at x price with warranty, why would you accept half the price of the product as compensation because it cannot be fixed under warranty? That doesn't make sense.

      • spackbace on 24/06/2016 - 18:45

        That doesn't make sense.

        Well, buying grey import phones 'doesnt make sense' to me for this exact reason!

        Given that eGlobal operate in a different country, they don't have to operate as per our rules, so you can pretty much rule out getting a full refund of your initial purchase, or getting a replacement phone that's an upgraded model.

        You're pretty much up the proverbial creek and at their mercy

        • bhm133 on 24/06/2016 - 19:01
          +1

          I understand where you are coming from and made a calculated decision at the time of purchase. I was fully aware of the risks.

          I'm still aware of them. I don't disagree that they operate under different rules and that I may be snookered. Still… I have to work with what I've got.

          The end result will be the end result. In the meantime I'd like to guide it somewhere positive and somewhat in my favour. Preferably not up a proverbial creek!!!

          I'll keep you posted though for you to tease me and say "I told you so"… :D :P

    • Savas on 24/06/2016 - 18:42

      Why would you send it to them locked?

      • bhm133 on 24/06/2016 - 18:55
        +1

        Read previous post.

        I did a factory reset. Apparently newer versions of Android require the original google id and password to access the phone.

        eGlobal kept asking for my google id and password. I thought it odd. I posted here and the kind people of ozbargain helped to understand why they kept asking me for it.

        • Savas on 24/06/2016 - 18:56

          Sounds like you're in a bad situation, good luck.

          • bhm133 on 24/06/2016 - 19:03
            +1

            @Savas: Thanks. Live and learn but I'll take it in my stride.

    • OzJD on 24/06/2016 - 19:56
      +1

      I understand why they need the password (Android bootloader locks to the account, to prevent it being wiped after theft), but they shouldn't be asking you for it. (instead, they should have told you how to unlock it from the settings menu before you sent it back).

      Personally, I feel that the company should give you a full refund if they can't repair the device.
      As a business owner, I think all three options seem particularly reasonable. Have you checked what's in their warranty statement?

      Others have been asked to take the device to a local LG for repairs, and eGlobal has reimbursed them. (eg. http://forums.whirlpool.net.au/archive/2530876)

      It might be worth asking your local consumer affairs (eg. Fair Trading) to chase them up - or eGlobal's local consumer affairs department (if there is one)
      The way they (consumer affairs) generally operate in Australia is that if it's being sold to someone in Australia, then they consider the statutory warranties to be in effect. (even if they can't really enforce it).

      • bhm133 on 26/06/2016 - 15:14

        Thank you for your comment and link. A full refund would be great, but I'm not holding my breath. The whirlpool thread gives some promising news and I might forward this link to them if I feel I'm spinning my wheels with the three options I offered them. Even better, I can add these details to option 1.

        Thanks again for the link.

    • p1 ama on 24/06/2016 - 21:21
      +1

      To be honest, I'd just take their $276 and put in an extra $25 or so to get the Nexus 5X which is currently $303. Very similar to the LG G4, less problems because it's stock Android and you won't have to deal with the silliness. Sure, go ahead on the principle of the case if you want to, but at the end, what do you get out of it? The best you'll get out of it is a refub G4, right? Think about how much that is actually worth (i.e. market value, not how much you paid for it) and think about whether that's worth you not having a phone for that certain period of time and the bother this causes.

      Unless you derive an extreme amount of utility from just simply being right, I'd say it's not worth it, just take the easy way out, get a new phone, enjoy using it and move on. Don't purchase from eGlobal in the future if it upsets you.

      • bhm133 on 26/06/2016 - 15:23

        The 5x isn't quite on par with the g4. I wanted the G4 for the camera and the extra gig of ram. The 5x isn't at that level. Thanks for the opinion, though.

        I understand your comments. I don't get an 'extreme amount of utility' from being right. I think that this is a worthwhile cause to pursue for the time being. Immediately taking their $276 when I don't understand how they got that number seems rash. I have read their terms and conditions and they do have an 8% reduction in price per month of ownership when refunding (which is store credit). Calculating how long I had the phone (5 months at the max) the total I have come up with is closer to $400. That is a big difference from $276.

        Whatever the outcome, I just want it to be fair and transparent. I don't want to be a difficult customer.

        Thanks for the comment.

        • p1 ama on 26/06/2016 - 17:14

          That's fair enough - if it's worth it for you then definitely go for it, I'm not trying to discourage you - it's just a lot of time and effort sunk into something that's not (ultimately) a huge deal. Good luck!

  • bhm133 on 21/07/2016 - 20:35
    Merged from eGlobalDigital RMA: Part 3. Won't Return Phone Until I Close Paypal Dispute

    Well, this is getting weird. My RMA has been going since May.

    This is a long post… This is not a rant (not really), but more to inform people of the problems you can have with eGlobalDigital when you have to claim warranty. And yes I knew ALL about the risks of buying grey…

    It all started a long long time ago here:
    https://www.ozbargain.com.au/node/252806

    Which then led to this:
    https://www.ozbargain.com.au/node/254493

    Which is now leading to a new chapter… Part three!!!

    For those who don't want to go through the above links, this is what has happened thus far.

    1. LG G4 developed screen issues - random static across the screen
    2. Put it in for RMA with eGlobal. Accepted and sent it off.
    3. Was told to give my Google ID and password. I factory reset the phone and didn't know about Google new security system.
    4. I said I won't give my ID and password. They said they can't fix the phone if I don't give the ID and password.
    5. I asked for the phone to be returned (more than once).
    6. They said it was currently being repaired.
    7. WFT? OK…
    8. They then said it can't be repaired. Offered stupid amount in compensation - Store Credit Only (their T&C states 8% reduction per month of total cost of product if can't be repaired - they offered way less that what their t&c's state)
    9. I said no.
    10. They offered a higher amount in compensation - Store Credit Only (still less than the total should be with the the 8% in t&c)
    11. I said no and offered an explanation of why - I had several links (thanks to members here) of where LG G4's from eGlobal were fixed in Aus. I asked for an explanation.
    12. None given. No response. For 16 days.

    So…. Now to the current palaver.

    I opened a PayPal dispute. The next day, I get this message:
    "After checking with our specialist, the item can be repaired, but it may take around 4-6 weeks. If you prefer, please confirm this email and close dispute first, thanks."

    I will not close the dispute. I explained why I cannot do that.

    For those who wonder why…If I close the dispute I can NEVER open it again. I don't trust eGlobal to do the right thing otherwise they would have done so back in May.

    The next day they sent this message:
    "Thanks for your support. We would like to confirm that the repair of returned item has been completed replace PCB:359872078113569.
    Please kindly provide us address for shipping and close dispute. The tracking number will be provided soon. Thanks."

    Yeah, OK…. I gave my shipping details stating again that I cannot close the dispute until I am certain of the repair and that the serial numbers all line up.

    Papal then messages the next day saying that eGlobal has offered a partial payment for the phone.

    Hang on… They JUST said they would return the phone to me! WTF?

    After a few days of waiting, wondering if eGlobal has too many people in the mix and that someone IS going to return my phone, I sent a message to PayPal rejecting the partial payment. I am now certain they are fishing to make me close the dispute and disappear.

    Immediately (literally), eGlobal then message:
    "As there are no parts before and the parts arrived recently. If you prefer to return the item, please close dispute first, thanks."

    Wait… if I prefer the item returned, close the dispute? Are you extorting me? Holding my phone for ransom? Far out…

    What a bunch of ar53h0l35.

    • Polde on 21/07/2016 - 21:58

      Damn that sucks OP.

      I was thinking of the LG G4 and then read that bootloops were common- maybe they finally figured the root of the problem?. Then again their back and forth regarding the phone seems oddly like their stringing you along.

      Don't suppose a rep of eGlobal is on Ozbargain?, maybe they could help out.

      • bhm133 on 22/07/2016 - 06:16

        Mine was a Dec 2015 build date. . I think the boot loops were gone by then. I'm wonder if they replaced the mainboard with a second hand of from another phone. From 4 to 6 weeks to fix the phone to fixed the next day seem really suspicious to me. And each message asked me to close the dispute.

        I've never seen a rep from eglobal here before.

    • nicholsonr on 22/07/2016 - 23:05

      Keep the dispute open, sounds like they are being utter (insert choice swear word here) about the situation.

      • bhm133 on 23/07/2016 - 07:45

        Thanks. They have my phone and my money! This dispute is staying open! I've sent more documents to PayPal. I hope they can see that eGlobal is messing around.

  • Moderatorscotty on 21/07/2016 - 22:12

    @bhm133 — please refrain from creating multiple posts to discuss the same event. Multiple "parts" merged to the original eGlobal RMA issue.

    • bhm133 on 22/07/2016 - 06:11

      Sorry Scotty.

      Thank you for taking the time to merge the posts together.

  • bhm133 on 06/08/2016 - 13:39
    +2

    Last update. After holding my phone "ransom" until I closed the dispute, PayPal have refunded my money.

    The same day PayPal refunded my money I recieved a PayPal msg from eGlobal stating:

    Due to a payment error, we have not received your payment for battery and screen protector. As parcel has already delivered to you, we would appreciate if you could kindly authorise this request for $35.70 AUD to complete the whole order. Many thanks eGlobal Store.

    Idiots. My receipt shows full payment. Theyvhave also had EVERYTHING returned. Suffice to say I cancelled their request.

    eGlobalDigital are mentally certifiable.

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