[Gen8, Gen9, Gen10 Q&A, Help & Troubleshooting] crypt0night:
Hi Folks,

I have some questions about mine problem with Archos warranty.

First I will explain what happened:

Begin April I have bought mine 101 g9 Turbo 8GB and it was broken after one month (28 May).

The middle plastic of the usb socket was broken and only the 4 pins where inside the socket.

Sended it to Archos for RMA and they accepted it and replaced by a new one. That was Ok for me.

After some months of enjoying this tablet the same problem happened again (5 oct)! So I requested another RMA and sended the tablet back. Only now they are claiming that the middle part is broken by “Misuse” of the port So I asked them to give me more information. Its leaded my into a long Mail discusion with archos not wanted to give me warranty.

The mailfow i had with RMA department of Archos:

(i cleaned the auto reply messages out)

------------------------

From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Thu, Oct 11, 2012 at 4:58 PM
To: rma-europe@archos.com

Hello,

I received a mail that my product is out of warranty?? I bought this early April??
This is the second time my device is broken on the same problem and now its already out of warranty?

The reason in the mail is - ReasonOther??

I hope this is a mistake? Can you explain to me what went wrong?

Kind regards,

Martijn Peeters

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From: RMA EUROPE <rma-europe@archos.com>
Date: Thu, Oct 11, 2012 at 5:40 PM
To: Martijn Peeters <martijnpee*anonymised*.nl>

Dear customer,

We are sorry to inform you that the unit is out of warranty due to a misuse of the USB port. This one is brocken.

Regards

*anonymised*
ARCHOS RMA DEPARTMENT

Please include any previous conversations

De : martijn.pee*anonymised*.com [mailto:martijn.pee*anonymised*.com] De la part de Martijn Peeters
Envoyé : jeudi 11 octobre 2012 16:59
À : rma-europe@archos.com
Objet : RET-01-121*anonymised*

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From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Thu, Oct 11, 2012 at 6:11 PM
To: RMA EUROPE <rma-europe@archos.com>

Hello,

Like i said before this is the second time my device broke on the same problem with the USB port. The first one was replaced (RET-01-12052*anonymised*) without problems and now its a misuse?
I have multiple android devices that has the same Micro usb B connector so i know how to use them. The middle part of the connector was still hanging in my usb cable I may be wrong but I think that is not normal?!

Regards,

Martijn Peeters

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From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Mon, Oct 22, 2012 at 6:41 PM
To: RMA EUROPE <rma-europe@archos.com>

Hello,

I have received no reply on my last mail. Can you give me a status update?
I'm at the point to claim my legal aid for this case. I don't see why my tablet is not repaired for the same problem that my previous was also repaired for.

I look forward to a positive response from you.

Regards,

Martijn Peeters

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From: RMA EUROPE <rma-europe@archos.com>
Date: Tue, Oct 23, 2012 at 12:13 PM
To: Martijn Peeters <martijnpee*anonymised*.nl>

Dear customer,

We understand your claim but there isn’t any fault with the Archos USB units, if it was the case, we will make intervention under warranty. Unfortunately in this case, is may due to a misuse, that’s why it is out of warranty.

Regards

*anonymised*
ARCHOS RMA DEPARTMENT

Please include any previous conversations

De : martijn.pee*anonymised*.com [mailto:martijn.pee*anonymised*.com] De la part de Martijn Peeters
Envoyé : lundi 22 octobre 2012 18:41
À : RMA EUROPE
Objet : Fwd: RET-01-121*anonymised*

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From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Tue, Oct 23, 2012 at 1:16 PM
To: RMA EUROPE <rma-europe@archos.com>

Hello,

So its normal when you plug in the usb charger that the middle part of the plastic is sticking in the center of the cable? (Yes it was mounted correct with the pins in the right direction) What i still dont understand is why my previous rma was repaired and this one not. Its broken on the same fault.

Can you explain that to me?

Regards,

Martijn

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From: RMA EUROPE <rma-europe@archos.com>
Date: Tue, Oct 23, 2012 at 4:46 PM
To: Martijn Peeters <martijnpee*anonymised*.nl>

Dear customer,

We can’t explain how a damage is done but we just diagnostic that part is broken.

Regards

*anonymised*
ARCHOS RMA DEPARTMENT

Please include any previous conversations

De : martijn.pee*anonymised*.com [mailto:martijn.pee*anonymised*.com] De la part de Martijn Peeters
Envoyé : mardi 23 octobre 2012 13:17
À : RMA EUROPE
Objet : Re: RET-01-121*anonymised*

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From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Fri, Oct 26, 2012 at 11:45 AM
To: RMA EUROPE <rma-europe@archos.com>

Hello,

I have researched the problems on the internet and found prove that i'm not the only one with this problem?!
This will be my last attempt to solve this nicely otherwise i will proceed with legal procedures and online publications.

My found results:
http://forum.archosfans.com/viewtopic.php?f=84&t=64763
http://www.customerservicescoreboard.com/Archos
http://forum.archosfans.com/viewtopic.php?f=59&t=66794
http://xdaforums.com/showthread.php?t=1636768

As you see i'm not the only one with the problem and you repaired my Archos in the past on THIS problem (RET-01-12052*anonymised*).
Also you are saying in your previous mail it "MAY" be misuse so you cannot prove it right?? I can prove with the results above and my previous RMA that it is YOUR product that is NOT reliable and broken by normal use. I still have pictures of the original product and the part that is broken.

I hope you consider your decision about not repairing/replacing the product.

Kind regards,

Martijn Peeters

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From: RMA EUROPE <rma-europe@archos.com>
Date: Fri, Oct 26, 2012 at 12:12 PM
To: Martijn Peeters <martijnpee*anonymised*.nl>

Dear customer,

We wrote it « may » because we think you didn’t done it voluntary but we confirm you that the unit is out of warranty.

Regards

*anonymised*
ARCHOS RMA DEPARTMENT

Please include any previous conversations

----------
From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Fri, Oct 26, 2012 at 12:34 PM
To: RMA EUROPE <rma-europe@archos.com>

Hello,

So it not done by me voluntary. So its broken by its self? and its not older then a year so it will be in warranty??

I have enough of this and will take legal steps...

Thanks for you help?

Regards,

Martijn

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From: RMA EUROPE <rma-europe@archos.com>
Date: Mon, Oct 29, 2012 at 11:26 AM
To: martijn.pee*anonymised*.com

Dear customer,

We are sorry, the micro-USB can’t be broken itself, something external must make an action.

We are sorry but we confirm that it is out of warranty.

Regards

*anonymised*
ARCHOS RMA DEPARTMENT

Please include any previous conversations

De : martijn.pee*anonymised*.com [mailto:martijn.pee*anonymised*.com] De la part de Martijn Peeters
Envoyé : vendredi 26 octobre 2012 12:34

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From: Martijn Peeters <martijnpee*anonymised*.nl>
Date: Mon, Oct 29, 2012 at 2:54 PM
To: RMA EUROPE <rma-europe@archos.com>

Hello,

A external charger cable that you need to stick in the usb port is external right?? Like a already sad several times. I plugged in the charger cable and the middle part was still hanging inside the center of the cable. It happened me twice with a Archos product and none with my 7 other android devices that uses the same cable. And as i read on the internet its happened many more with Archos products?

But how are we going to solve this? Its broken by normal use that should not been happened. I am already preparing to post this on xda-developers to see how others are thinking about this mail conversation.

Kind regards,

Martijn Peeters

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From: <rma-europe@archos.com>
Date: Mon, Oct 29, 2012 at 2:59 PM
To: martijn.pee*anonymised*.com

I'm at the point of taking legal steps.

Now i have some questions:

After they replaced my first model they need to give me warranty for the other 11 months right?

Are there more xda users that have rma-ed there device on this usb problem?

Am i the only one who thinks that i still deserve warranty or do i oversee something?