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IBScot
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BV5800 charging repair from UK - working contacts?

Fri Mar 29, 2019 1:07 pm

Trying to get BV5800 repaired from UK - no longer accepts charge although original charger works with other phones.
Bought Nov 2018 via Amazon UK. Seller says to get repaired and will reimburse costs.
UK supplier provided number of Polish service centre but does not work.
Contact and feedback forms on blackview.hk do not work.
No reply to listed email @blackview.hk.
Five days of effort and no futher forward.
Suggestions please?
 
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blackview_admin
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Re: BV5800 charging repair from UK - working contacts?

Sun Mar 31, 2019 9:51 pm

Hi there, please contact the nearest Blackview global agent: http://www.blackview.hk/global-agents/
 
IBScot
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Re: BV5800 charging repair from UK - working contacts?

Mon Apr 01, 2019 12:58 pm

This response via the BBS is not very helpful since I have already contacted the listed agent in the UK.

The Blackview agent in the UK is not responsible for repair since the device was not purchased from them. They supplied an information sheet about a European service centre in Poland from Blackview, stamped in Chinese and dated on 2018.05.07. The telephone number provided in Poland does not work. The named firm, BMM Logistics in Slubice,  is apparently a logistics firm, not a telecommunications or mobile device firm.

No listed means of contact on the Blackview website works. There has been no reply to an email to the listed address, sophia@blackview.hk, the contact and feedback forms do not work, and the skype addresses do not appear to work. Blackview's response via Twitter has simply referred me to this BBS.

The company I bought this through on Amazon UK does not have any means of contact with Blackview. They simply recommend having it repaired locally. Since this is an armoured unit, a general mobile repair centre is unable to do this. In addition, the Blackview website is clear that any repair by a non-Blackview agent voids the warranty.

I bought the device on the basis of good reviews and the availability of a 12 month warranty. However, if I am unable to contact anyone in Blackview, then the warranty is irrelevant. That is NOT a good advert for Blackview's customer service or reputation.

I await your response with more tangible direct means of contact.
 
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blackview_admin
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Re: BV5800 charging repair from UK - working contacts?

Mon Apr 01, 2019 7:18 pm

Hi there, i'm giving you some infos about warranty terms.
The seller is the only one who manages warranty terms.
It means that only the seller can refund/repair/replace your device within warranty terms (and a time limit of 12 months), no one else.
If your seller (a bad one) doesn't want to refund/repair/replace your device or ignores your requests, Blackview can't help you with that, unfortunately. :(
The only way to avoid such situations is to buy only from trusted sellers (i.e. directly from blackview at www.blackview.hk -where Blackview is the seller!-, or directly from Amazon -and not its 3rd party sellers!-).

I highly reccomend you to send your defective unit back to your seller, get the money back and buy again a Blackview phone from a trusted seller.
The fact that your actual seller is going to refund a repair made from others doesn't look like something to be trusted, in my opinion.
 
IBScot
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Re: BV5800 charging repair from UK - working contacts?

Mon Apr 01, 2019 11:57 pm

So, in other words, Blackview offers a warrranty that is not worth the cyberspace that it occupies, has no system whereby customers can contact the organisation, and does not honour its warranty commitments?

The seller has offered to pay for repairs but suggested I get it done locally to spare expense and time. It no longer offers this particular handset itself.

There is NO indication ANYWHERE online that Blackview only honours warranty issues when handled directly by sellers. There is NO indication anywhere online that Blackview does NOT honour warranty issues when a customer provides proof of purchase within the warranty period. This is contrary to other major mobile manufacturers - and frankly, also against trading standards.

To then suggest that buyers ONLY use Blackview's own website purchase, or only uses the Blackview channel on Amazon, seems a strange suggestion to circumvent warranty obligations.

Can you PLEASE refer me to a contact responsible for customer care and warranty matters within Blackview? This is not being rude, simply a matter of following standrard complaint procedures.

Many thanks.
 
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blackview_admin
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Re: BV5800 charging repair from UK - working contacts?

Tue Apr 02, 2019 10:06 am

Feel free to contact kelly@blackview.hk

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