Stuck touch screen

timegrinder
Posts: 5
Joined: Tue Aug 16, 2016 3:27 am

Stuck touch screen

Postby timegrinder » Sat Apr 01, 2017 3:26 am

Hello,

I have an R7 that is several months old and the touch screen has begun getting 'stuck', with the touch screen 'pressing' the same spot repeatedly when the screen is not being touched (please see attached photo from the firmware's test suite to show what is occuring).
There has been no damage to the phone or misuse regarding water etc, as such it is showing a defect in manufacturing.

The phone is relatively new and I would like to know what can be done about getting it repaired or replaced.

After previously attempting to post here, I went further to contact via Facebook (because after weeks my post here was not approved) and was told to organise any issues through the place of purchase.

The place of purchase is attempting to tell me I have to send them money via PayPal to purchase otherwise unknown components from them in order to repair the device despite it obviously being a defect of manufacture, and do not appear to intend to contact Blackview, the manufacturer, in order to sort the issue out.

What can we do about this issue? This is my first experience with a Blackview product (I purchased two R7's late last year) they have otherwise been decent products without problem, and I had intended to continue using Blackview products in the future.

Thanks,
Attachments
IMG_20170331_170229.jpg
IMG_20170331_164430.jpg

blackview_admin
Posts: 2486
Joined: Mon Aug 17, 2015 3:30 am
Contact:

Re: Stuck touch screen

Postby blackview_admin » Fri Apr 14, 2017 6:44 am

Hi friend, thanks for getting in touch. Please go to the online shop where you bought your phone to get support, the shop will contact us directly.

Mike_LM
Posts: 6
Joined: Fri Apr 21, 2017 1:33 pm

Re: Stuck touch screen

Postby Mike_LM » Fri Apr 21, 2017 2:58 pm

Try this option:

1 - Go to "Settings" > "Developer options" > "Enable OpenGL traces"

2 - Tap it and select the "None" option

3 - Return to the main screen and reboot.

If the "Developer options" is not showing in your "Settings" menu, check the following article that shows you how to do it:

http://wccftech.com/enable-developer-op ... rshmallow/

timegrinder
Posts: 5
Joined: Tue Aug 16, 2016 3:27 am

Re: Stuck touch screen

Postby timegrinder » Tue May 16, 2017 5:02 am

blackview_admin wrote:Hi friend, thanks for getting in touch. Please go to the online shop where you bought your phone to get support, the shop will contact us directly.


Hello,

As previously stated in the original post I have already made contact and attempted to deal with the store I purchased it from but they are claiming I have to pay them directly to repair the device, when my understanding is that Blackview should be dealing with it as a warranty issue.

I requested assistance from them regarding the warranty, they replied saying I had to pay for shipping to and from them, and pay a charge for parts and labour for them to repair the phone themselves, and when asked if they could contact you (Blackview) about the issue they passed me off.

Is there any way I can deal with Blackview directly? If I understand it's a warranty issue as a hardware defect, otherwise the store I purchased it from are not going to help me (without me paying for a problem that I shouldn't have to pay to get fixed outside of perhaps postage).

Any assistance would be greatly appreciated.

Thank you,

timegrinder
Posts: 5
Joined: Tue Aug 16, 2016 3:27 am

Re: Stuck touch screen

Postby timegrinder » Tue May 16, 2017 5:04 am

Mike_LM wrote:Try this option:

1 - Go to "Settings" > "Developer options" > "Enable OpenGL traces"

2 - Tap it and select the "None" option

3 - Return to the main screen and reboot.

If the "Developer options" is not showing in your "Settings" menu, check the following article that shows you how to do it:

http://wccftech.com/enable-developer-op ... rshmallow/


Hello,

I'm not sure how this has anything to do with the hardware fault I've displayed, the setting you've specified is not only defaulted to 'None' normally, but when turned on it's a logging mechanism to give error output for debugging the video display chip.

The issue I'm facing with the phone is that the touch screen itself is stuck, and the images I provided are from the built in testing firmware that tracks touch across the screen (and from the spider-web look you can see that when the screen is touched it's glitching back to an area of the screen).

timegrinder
Posts: 5
Joined: Tue Aug 16, 2016 3:27 am

Re: Stuck touch screen

Postby timegrinder » Tue Jun 06, 2017 4:49 am

STILL waiting for a response and warranty issue for this - overall it's been several months of trying to post to this forum (only to be moderated or ignored) and to deal with Blackview through Facebook, as well as trying to get the original store to help me out only to have them demand I pay them more money.

What the hell is going on Blackview? Why can't you help out with a simple warranty fix when this is obviously a manufacturing defect?

Why take weeks to respond to people, if at all?

Dongermon
Posts: 150
Joined: Thu Apr 06, 2017 6:48 pm

Re: Stuck touch screen

Postby Dongermon » Tue Jun 06, 2017 6:02 am

timegrinder wrote:STILL waiting for a response and warranty issue for this - overall it's been several months of trying to post to this forum (only to be moderated or ignored) and to deal with Blackview through Facebook, as well as trying to get the original store to help me out only to have them demand I pay them more money.

What the hell is going on Blackview? Why can't you help out with a simple warranty fix when this is obviously a manufacturing defect?

Why take weeks to respond to people, if at all?


What website did you buy the phone on?


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