Got a Phone Back after Repair - Now SIM Locked

pewpewstar on 09/01/2024 - 18:36

See title - phone is still under warranty, in December I had an A13 'repaired' due to the screen having gone black.

When I got it back, I noticed that it was SIM locked - later I found out to Telstra.

Take 2, they replaced the battery. Same thing.

Take 3, I had it escalated but was advised that "The technician’s assessment confirmed your Samsung device was operating within the manufacturer’s specifications". Got it back, same thing.

Take 4, I'd sent it together with the SIM I was using in it (ColesMobile), and just got off a call with the case manager, who was adamant that there is no remedy they're willing to offer because there is no manufacturing fault with the phone.

To say that I'm disappointed would be a massive understatement.

Is there anything I can do? Any help would be appreciated. Thanks.

Mobile Mobile Phone Samsung

Comments

  • Drakesy on 09/01/2024 - 18:46

    Did you buy the phone from Telstra?

    • pewpewstar on 09/01/2024 - 18:47

      no - please see below

      • Drakesy on 09/01/2024 - 18:48

        Where was it from?

        • pewpewstar on 09/01/2024 - 18:49

          a shop at a mobile phone store in a shopping mall

          • ihfree on 09/01/2024 - 18:51

            @pewpewstar: Was this a unlocked model? Or, one that was unlocked by said mobile phone store at the shopping mall?

            • pewpewstar on 09/01/2024 - 18:51

              @ihfree: it was an unlocked model out of the box.

              • ihfree on 09/01/2024 - 18:54

                @pewpewstar: Did the phone originally have a carrier's logo or contain Telstra apps by default? Does the phone now?

                • pewpewstar on 09/01/2024 - 18:56

                  @ihfree: the phone's not with me right now, but I do believe it did come with Telstra app.

                  • ihfree on 09/01/2024 - 19:11
                    +1

                    @pewpewstar: I'm not 100% on what should happen with a originally locked phone post repair. I would guess responsibility would fall to the telco that had the lock put in place.

                    I would guess that you should contact the place that originally sold it to you. Failing that, Telstra and then consider paying for an unlock.

                  • Drakesy on 09/01/2024 - 20:34
                    +2

                    @pewpewstar:

                    the phone's not with me right now, but I do believe it did come with Telstra app.

                    That would be a strong indication its locked to Telstra

              • ihfree on 09/01/2024 - 19:37

                @pewpewstar: Also, was the factory seal intact when you received the device?

          • Muzeeb on 09/01/2024 - 19:01
            -3

            @pewpewstar:

            shopping mall

            So you purchased it in the USA?

            • pewpewstar on 09/01/2024 - 19:02
              +1

              @Muzeeb: nope, Sydney Australia.

            • HeWhoKnows on 10/01/2024 - 15:29

              @Muzeeb: Detective Muzeeb !

              • Muzeeb on 10/01/2024 - 15:56

                @HeWhoKnows: Yep. I don't know of any shopping malls in Australia. Only USA.

                • Webber000 on 10/01/2024 - 17:57
                  +1

                  @Muzeeb: We do have some here in Sydney - they even have Mall written in their name and on the sign and logo

                • bargaino on 10/01/2024 - 18:15
                  +1

                  @Muzeeb: Pitt St Mall, Hay St mall, Rundle mall, Bourke Street Mall, …

  • ihfree on 09/01/2024 - 18:46

    Was the phone originally unlocked?

    Repaired by Samsung?

    Have you tried contacting Telstra?

    • pewpewstar on 09/01/2024 - 18:48
      +2

      Yes, yes, no. My reasoning for not contacting Telstra is that

      1) I didn't even know it was locked to Telstra until earlier today - when I'd asked what sim they tested it with, the only answer I got from earlier 'repairs' was that it's "a 5G SIM"
      2) It was Samsung that put the phone in the current state, and they should be the one fixing it. I'd heard from different things from different samsung reps - I should go to either one of Telstra, Optus, Colesmobile, or the place of purchase. It sounded to me like they were trying to pass the buck. In any case, I shouldn't be the one chasing up different providers to see who can give me the unlock code, I thought.

  • Fayble1212 on 09/01/2024 - 18:57
    +12

    Got a feeling they've used a donor phone and the board on that my have been sim locked. Have you confirmed the current IMEI is that on the box, or you have on record somewhere, confirm that it absolutely is the same IMEI number.

    Worst case, you buy an unlock code online a quick google search shows them for about $50.

    • sammm on 10/01/2024 - 11:54

      I didn't know you can buy an unlock code?

  • Muzeeb on 09/01/2024 - 19:06

    OP was sold a stolen phone from dodgy shop and the IMEI has now been blocked. Timing is just coincidence.

    Just saw telstra sim works so ignore this.

    • mskeggs on 09/01/2024 - 19:30

      No, a blocked IMEI won't allow it to register on Telstra either.
      If I had to guess, the Samsung repair shop replaced the phone main board, and used the one out of the Telstra branded phones bin, that are locked to Telstra from the factory.

      Get on Samsung's back to unlock it.

  • FoxJump on 09/01/2024 - 21:12
    +2

    call Samsung. ask for an ACL refund. theyve stuffed it up

    • pewpewstar on 10/01/2024 - 00:06
      +1

      I'd love for them to, but they aren't accepting any responsibility. Ugh so frustrating

      • FoxJump on 10/01/2024 - 00:27
        +6

        i once got Motorola to send me a new old phone because their Android update change log did not say they were going to remove the built in VoIP/sip support and now a feature I used had been removed and it wasn't the same phone i had purchased

        to activate your acl privileges you need to state it explicitly

        hey Samsung. i demand a refund under acl because i would not have bought a locked phone. in fact i didnt buy one. as i used with Optus prior to then repair. your repair did something to change the phone into something significantly different to what i had purchased. you have 7 days for a refund or i will escalate to fairtrading.

  • burningrage on 09/01/2024 - 23:11
    +2

    I don't know if it helps but for Samsung phone I thought the identifier for unlocked phone will be a letter XSA

    XSA (Generic Australia)
    OPS (Optus)
    VAU (Vodafone)
    TEL (Telstra)

    If your phone was sent to Samsung as XSA and returned back as TEL, then my guess is that they must have flashed your phone with the incorrect firmware.

    Problem is do you still have the box that shows the model number?

    • pewpewstar on 10/01/2024 - 00:08

      I do have the original box, but I can't find any of the three letter codes anywhere on it. Just says SM-A136B

      • burningrage on 10/01/2024 - 01:15
        +2

        On your phone, if you can go to Settings —> About Phone —> Status Information. Go to Model Code.

        It might show something like this SM-S908EZRFXSA. The last 3 letter is the locking indicator.

        I don't know about now, but I seem to recall back in Note days, this sort of model code is printed on the box as well. So if there is discrepancy, there is your evidence of ROM Flashing done by Samsung.

        • bazingaa on 10/01/2024 - 08:57

          XSA (Generic Australia)
          OPS (Optus)
          VAU (Vodafone)
          TEL (Telstra)

          Thanks for the info, just checked and I have XSA

  • FoxJump on 10/01/2024 - 00:24
    +1

    Also when the screen died, was it just the screen or the whole phone?

    Next time with any major fault just demand your refund not a repair.

    escalate to fairtrading.
    who was the repairer? Samsung directly?

    • pewpewstar on 10/01/2024 - 02:24
      +1

      I'm guessing it was just the screen, because it was still vibrating.

      And I'd sent it to Samsung for the first 'repair'.

      Also, thanks SO much for your reply earlier about what to say to them - exactly what I was looking for!!

  • kiitos on 10/01/2024 - 07:49

    Can you ask Samsung for details about what they did to fix the phone?

  • Not SkyNet on 10/01/2024 - 08:15
    +4

    Ok What has most likely happened as mentioned in one comment above is that they have replaced your main board on the phone with a second-hand board that WAS locked to telstra.
    if you have kept the original box or noted down your phones original IMEI number (always good practice to do this as allows you to have your phone blocked if ever stolen)
    Check the IMEI of the repaired phone by dialing *#06# compare to the original and see if it not the same most OEMs don't bother to reset it to match the original and if it different tell the repair you can see the board was replaced and the NEW board is lock and they must a. replace board with a not locked board or b. ring Telstra and have them unlock at repairers expense.
    Tell them if they do not do one of the above you will do a credit card charge back as the repair was not done to an acceptable level and they have had ample time to rectify it.
    Then once you have your money back if they don't fix it you can use to unlock by ringing Telstra and may have to pay a small unlock fee, but if you explain what happened to the Telstra op they may do for free even.

  • Fayble1212 on 13/01/2024 - 13:48

    You have not yet answered whether the IMEI matches or not. What is the point of this thread if you are not open to considering other opinions to try to figure this out together?

    • pewpewstar on 22/01/2024 - 18:08

      hi, i still don't have the phone back yet. will let you know

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