Bought a locked android phone from CEX, unlocked it and then discovered what is likely a pre-existing fault. Will they replace ? - HotUKDeals
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Bought a locked android phone from CEX, unlocked it and then discovered what is likely a pre-existing fault. Will they replace ?

£0.00 @ CeX
Now I should be clear from the start here, I've bought many things from CEX over the years so I unlocked this phone fully in the knowledge that it would invalidate the warranty. I was *not* expecti… Read More
HankHandsome Avatar
6m, 4w agoPosted 6 months, 4 weeks ago
Now I should be clear from the start here, I've bought many things from CEX over the years so I unlocked this phone fully in the knowledge that it would invalidate the warranty.

I was *not* expecting to find out that it potentially has a pre-exisiting problem.

If the person I bought the phone for rings me from the mobile (which is a Motorola Moto G), I can't hear them - when they speak i hear very, very brief snippets of what sounds like their voice, but i also hear what I can only describe as a 'rushing air' type sound. the thing is, they can hear me clearly apparently.

they can send and receive text messages just fine as well, and primarily use the phone as almost a "texting device", so this is largely why we have only just discovered this problem.

Obviously we need to take it back to CEX and get them to look at it. The relevant T's & C's are this ..

c) The CeX warranty sticker has been broken.

This warranty does not cover damage or failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, faulty installation, improper maintenance, and improper voltage supply, interference from or with other Electronic devices, alteration, maladjustment of customer controls, improper modification (such as mobile phone sim-lock removal), firmware flashing, bios flashing or service by anyone other than a CeX approved agent.

If there's an actual hardware issue here with the phone microphone, would this essentially supercede the "improper modification" clause?
Other Links From CeX:
HankHandsome Avatar
6m, 4w agoPosted 6 months, 4 weeks ago
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Best Answer
Just back for an update. Took the phone back and explained the problem. They took 20 minutes to test it and when i went back they confirmed the problem and gave me a full refund without a peep. The network status wasn't mentioned at any point :)

Thanks for all of the replies everyone. I'll mark this as the best answer, but only because i can't mark everyone else's ! (I'm just that nice .. heh ..)

Edited By: HankHandsome on Nov 29, 2016 08:09

All Responses

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Responses/page:
#1
Should be OK, they don't usually check if it's unrelated to the flash or unlock
#2
perfectly acceptable to unlock a phone,they even do it in cex.stores .you should have no issues
#3
Thankyou both. It's put my mind at ease a little. They did remind me when I bought it that unlocking it would invalidate the warranty, but i've unlocked and flashed enough android phones myself over the years to know that unlocking one wouldn't cause this problem with the microphone.
#4
the fault must be proven to be because of your unlock for them to 'invalidate' the warranty so take it back regardless
#5
thankyou again. i'd mark you all as the best answer if i could :D
#6
HankHandsome
I unlocked this phone fully in the knowledge that it would invalidate the warranty.
Would suggest that if "SIM-lock removal" was effected by entering a code rather than firmware/software reflash, any subsequent exclusion from warranty for what may be a hardware fault could be interpreted as being unreasonable / unfair consumer contract term - although you might have to fight your case on that (battle your way through some historic ramble here to see if any relevance). Maybe best to reset the handset first to see if issue is cleared before exposing yourself to a potential confrontation.
#7
AndyRoyd
HankHandsome
I unlocked this phone fully in the knowledge that it would invalidate the warranty.
Would suggest that if "SIM-lock removal" was effected by entering a code rather than firmware/software reflash, any subsequent exclusion from warranty for what may be a hardware fault could be interpreted as being unreasonable / unfair consumer contract term - although you might have to fight your case on that (battle your way through some historic ramble here to see if any relevance). Maybe best to reset the handset first to see if issue is cleared before exposing yourself to a potential confrontation.

Funnily enough, i did unlock it by getting a code from an ebay seller. it was locked to tesco mobile and i put a giffgaff sim into it and entered the unlock code and it worked. I did two moto g's actually, so i suppose i'd better get the other one checked out as well, but resetting is a good idea as well.
#8
Hi, i had a similar problem with my moto g ...when you get an incoming call can you use the speaker facility to hear (but not the earpiece)?
#9
heavygoodz
Hi, i had a similar problem with my moto g ...when you get an incoming call can you use the speaker facility to hear (but not the earpiece)?

that did work actually - i rang the mobile from my mobile and when they put it on speaker phone, i could actually hear them - not brilliantly, but more than enough to hold a conversation
#10
It took quite a bit of finding a solution to this - and i didn't quite get there. I think it has something how the ear speaker sits inside the phone (and not a software problem). My best solution was to use an earbud/mic set up as a temporary fix which i found worked perfectly. Very frustrating though.

Edited By: heavygoodz on Nov 25, 2016 21:38
#11
thanks. i did find this ..

http://www.androidpure.com/how-to-fix-the-no-sound-during-calls-issue-on-the-moto-g/

it appears to be an issue with moto g's as well. can't try it until tomorrow morning but i'm hopeful it'll fix it rather than go through the hassle of returning it to CEX
#12
I've had 2 Moto G's now that developed that fault the first one they replaced under warranty and the replacement did the same again 3 weeks ago out of warranty .
just to let you know it's a software issue and you can redirect the audio by using the app "soundabout" and go into settings and change the call audio direction.
but if you want a permanent solution if cex won't exchange you can unlock the bootloader and install the latest cyanogenmod nougat on it and it's runs really smooth my Moto is the xt1039.
#13
stefromuk
I've had 2 Moto G's now that developed that fault the first one they replaced under warranty and the replacement did the same again 3 weeks ago out of warranty .
just to let you know it's a software issue and you can redirect the audio by using the app "soundabout" and go into settings and change the call audio direction.
but if you want a permanent solution if cex won't exchange you can unlock the bootloader and install the latest cyanogenmod nougat on it and it's runs really smooth my Moto is the xt1039.

thanks.

this one is a 1st edition XT1032.

Normally i'd be quite happy to try and reflash it, especially with cyanogen, but the last android device i flashed earlier this year, I somehow managed to do something wrong and ended up hard bricking it :)
#14
HankHandsome
stefromuk
I've had 2 Moto G's now that developed that fault the first one they replaced under warranty and the replacement did the same again 3 weeks ago out of warranty .
just to let you know it's a software issue and you can redirect the audio by using the app "soundabout" and go into settings and change the call audio direction.
but if you want a permanent solution if cex won't exchange you can unlock the bootloader and install the latest cyanogenmod nougat on it and it's runs really smooth my Moto is the xt1039.
thanks.
this one is a 1st edition XT1032.
Normally i'd be quite happy to try and reflash it, especially with cyanogen, but the last android device i flashed earlier this year, I somehow managed to do something wrong and ended up hard bricking it :)
That's fine that model
After I wrote that I was going to edit to add that after I had flashed mine I thought I would try it on my daughter's older xt1032 so I got the relevant files and it worked fine on hers also.
As long as you have the exact matching files it should go ok.
If cex don't help I don't think you'll have much choice :(
Oh did you try that sound about app ?
#15
stefromuk
HankHandsome
stefromuk
I've had 2 Moto G's now that developed that fault the first one they replaced under warranty and the replacement did the same again 3 weeks ago out of warranty .
just to let you know it's a software issue and you can redirect the audio by using the app "soundabout" and go into settings and change the call audio direction.
but if you want a permanent solution if cex won't exchange you can unlock the bootloader and install the latest cyanogenmod nougat on it and it's runs really smooth my Moto is the xt1039.
thanks.
this one is a 1st edition XT1032.
Normally i'd be quite happy to try and reflash it, especially with cyanogen, but the last android device i flashed earlier this year, I somehow managed to do something wrong and ended up hard bricking it :)
That's fine that model
After I wrote that I was going to edit to add that after I had flashed mine I thought I would try it on my daughter's older xt1032 so I got the relevant files and it worked fine on hers also.
As long as you have the exact matching files it should go ok.
If cex don't help I don't think you'll have much choice :(
Oh did you try that sound about app ?

can't try the app myself at the moment as the phone isn't here. the owner of the phone (my mum..) lives in another county, and i'd likely get a blank expression if i told her to install a particular app :)

she's going to ring me later on so i can walk her through trying the fix i found last night about changing it to dalvik, but if that doesn't work then she's going to try CEX.
#16
well the fix we tried won't work as the android version on the phone is 5.1, so the dalvik option is out.

what we did do though is tried my mum's sim in the 2nd moto g we bought and it works perfectly. i rang the number and my sister could hear me clearly and i could hear her.

she then tried her sim from her regular phone in my mum's moto g and got the same problem. i rang her number and she could hear me but i couldn't hear her, so i think we've confirmed that the handset clearly has a problem.

they're going to take it back this afternoon so i just have to hope for the best.
#17
I would say if you bought a phone that you can't have phone calls on then it's not fit for purpose!
#18
Just back for an update. Took the phone back and explained the problem. They took 20 minutes to test it and when i went back they confirmed the problem and gave me a full refund without a peep. The network status wasn't mentioned at any point :)

Thanks for all of the replies everyone. I'll mark this as the best answer, but only because i can't mark everyone else's ! (I'm just that nice .. heh ..)

Edited By: HankHandsome on Nov 29, 2016 08:09

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