Hi Guys,

I only wanted to share my experience with you. I had the same problem with the fingerprint sensor and I claim a replacement part from the customer service.
I told them that I only accept to replace the part by myself if it doesn't void the guarantee and if it doesn't compromise the waterproof functionality.

The customer service replied quickly, they confirmed that the waterproof functionality wouldn't be compromised if I do the exchange correctly and the sent me the part. So I assume that the implicitly accept my condition that it wouldn't void the guarantee because it was my initial condition (an explicit confirmation would have been better).

I received the part and I do the replacement but I was disappointed:
- The dismantling video didn't correspond to the reality in some points: in the reality there is a seal foam fixing the back cover. The phone used in the video doesn't seem to have such a seal foam. This lead to a first question: how can the phone stays waterproof after the dismantling if we have to break this seal foam of the back cover? Same question for the sealing glue on the screw I had to remove in order to unscrew the back cover?
- The battery is fixed to the case with a very strong adhesive tape that also fixes some quite thin and fragile ribbon cables. Removing this adhesive tape seams a lot easier as it is in the video. It is difficult to remove the battery without breaking anything.
- After a very careful (and quite long) repair, the phone didn't start anymore. I dismantled it and reassembled again a second time to be sure everything was correct and the connectors plugged correctly but no possibility to get the phone working again.

As an electronic technician, I would claim that the problems I encountered are not due to manual ability below average.

I'm now looking further with the customer service to get a solution.

I let other phone owners and Blackview make their own opinion about my feedback. I simply hope it will help Blackview to improve their after sales services and help other phones owner to make a better experience than mine.

Best regards

Hi,
OP here.
I contacted my local official Blackview store, sent them the phone and they repaired it free of any charge.
Sadly this procedure took extremely long (almost 2 months) but frrom what I understood it was because meanwhile Blackview changed their suppport company for the official store in my country and the previous company (where I sent the phone to) just left a huge mess to the other. Luckily it seems that now the official store is managed by a more serious company that had the phone sent back to me within 1 week.
It is a couple of days that I'm using my phone again and for now it seems that everything runs fine, I just hope that there will be no waterproofing issues, like 2lDQh3 just pointed out.
I will eventually keep you updated if something else happens.

Honey Badger wrote:

Hi,
OP here.
I contacted my local official Blackview store, sent them the phone and they repaired it free of any charge.
Sadly this procedure took extremely long (almost 2 months) but frrom what I understood it was because meanwhile Blackview changed their suppport company for the official store in my country and the previous company (where I sent the phone to) just left a huge mess to the other. Luckily it seems that now the official store is managed by a more serious company that had the phone sent back to me within 1 week.
It is a couple of days that I'm using my phone again and for now it seems that everything runs fine, I just hope that there will be no waterproofing issues, like 2lDQh3 just pointed out.
I will eventually keep you updated if something else happens.

Sorry to make this inconvenience caused to you, hope your problem can be solved soon or if you have any questions please contact the after-sales department so that your problem can be solved more efficient.

blackview_admin wrote:

Honey Badger wrote:

Hi,
OP here.
I contacted my local official Blackview store, sent them the phone and they repaired it free of any charge.
Sadly this procedure took extremely long (almost 2 months) but frrom what I understood it was because meanwhile Blackview changed their suppport company for the official store in my country and the previous company (where I sent the phone to) just left a huge mess to the other. Luckily it seems that now the official store is managed by a more serious company that had the phone sent back to me within 1 week.
It is a couple of days that I'm using my phone again and for now it seems that everything runs fine, I just hope that there will be no waterproofing issues, like 2lDQh3 just pointed out.
I will eventually keep you updated if something else happens.

Sorry to make this inconvenience caused to you, hope your problem can be solved soon or if you have any questions please contact the after-sales department so that your problem can be solved more efficient.

Uhm....the problem has already been solved, it took a long time, but it seems that my fingerprint sensor now works fine. Thanks

2lDQh3 wrote:

Hi Guys,

I only wanted to share my experience with you. I had the same problem with the fingerprint sensor and I claim a replacement part from the customer service.
I told them that I only accept to replace the part by myself if it doesn't void the guarantee and if it doesn't compromise the waterproof functionality.

The customer service replied quickly, they confirmed that the waterproof functionality wouldn't be compromised if I do the exchange correctly and the sent me the part. So I assume that the implicitly accept my condition that it wouldn't void the guarantee because it was my initial condition (an explicit confirmation would have been better).

I received the part and I do the replacement but I was disappointed:
- The dismantling video didn't correspond to the reality in some points: in the reality there is a seal foam fixing the back cover. The phone used in the video doesn't seem to have such a seal foam. This lead to a first question: how can the phone stays waterproof after the dismantling if we have to break this seal foam of the back cover? Same question for the sealing glue on the screw I had to remove in order to unscrew the back cover?
- The battery is fixed to the case with a very strong adhesive tape that also fixes some quite thin and fragile ribbon cables. Removing this adhesive tape seams a lot easier as it is in the video. It is difficult to remove the battery without breaking anything.
- After a very careful (and quite long) repair, the phone didn't start anymore. I dismantled it and reassembled again a second time to be sure everything was correct and the connectors plugged correctly but no possibility to get the phone working again.

As an electronic technician, I would claim that the problems I encountered are not due to manual ability below average.

I'm now looking further with the customer service to get a solution.

I let other phone owners and Blackview make their own opinion about my feedback. I simply hope it will help Blackview to improve their after sales services and help other phones owner to make a better experience than mine.

Best regards

Thanks, I had a feeling it wouldn't be that straightforward to replace the sensor, and my rears are realised!
I'm sorry to hear of your problems and hope Blackview sort it out for you.

Hi there,

Have a phone that has problems and according to the server rep of black view the PCB is probably broke. Dupre the screen problems and the fingerprint sensor problems as well 5G problem.

Contacted Black view on many addresses as well the 02 email address. Contacted you since you are the company who provide the phone directly to me.
And dispute my being patient, understandable and contact a few representatives I not seem to be in e kind of death end.

Just need to swap the phone for a normal working one and for reasons unknown to me for days no reaction.

Case is soms main PCB seems to broken, fingerprint sensor not work, 5 G problems,screen problems. It working orderly below 10C.

Just want asap of the phone that is under warranty
How to arrange?

Indiegogo #2123 .Black View BL6000 Pro.
How to get new unit that works and has not problems?

Regards

Ben

BenW wrote:

Hi there,

Have a phone that has problems and according to the server rep of black view the PCB is probably broke. Dupre the screen problems and the fingerprint sensor problems as well 5G problem.

Contacted Black view on many addresses as well the 02 email address. Contacted you since you are the company who provide the phone directly to me.
And dispute my being patient, understandable and contact a few representatives I not seem to be in e kind of death end.

Just need to swap the phone for a normal working one and for reasons unknown to me for days no reaction.

Case is soms main PCB seems to broken, fingerprint sensor not work, 5 G problems,screen problems. It working orderly below 10C.

Just want asap of the phone that is under warranty
How to arrange?

Indiegogo #2123 .Black View BL6000 Pro.
How to get new unit that works and has not problems?

Regards

Ben

Hello, sorry to make this inconvenience caused to you, but in order to solve your problem more efficiently, please contact the seller directly

The fingerprint sensor not working most likely means it is dead. Contacting seller solves the problem as they offer either repair or send you the fingerprint sensor. Changing it yourself is difficult, as you have to basically disassemble whole phone to get to the fingerprint sensor /on off button. I did it with the help of a mate and all works fine. Although after changing it you probably want a case covering the whole phone as I think water ingress there might damage it again (not 100% sure though). Actually, once it disappeared I could still submerge the phone with not problems and everything was working, so might just be that it was a bug it had. 

Hi, i got the same problem, few days after unboxing the bl000 pro the figerprint disappear. its brand new.... i upgrade to android 11 nothing change. 

Fingerprint Chip. If we have to fix our own phones. Could we not get a proper kit. Video with tools and glue? As many bugs as this phone has what's next? I asked for the fingerprint chip and apparently your service staff thinks I am obliged to like the fact I have to pay to have it done. Or send it to China for 100.00 and god knows how long. I think there are a number of things Blackview can do to make this easy and cheap. For both parties. I can't get android 11 to download as well. Phone has a lot of good things but seems to be falling apart.