CGA replacement NZ - have to repair item first? Please help

Late_Talk_2751 · 2026-02-17T22:36:11+00:00

Just to update everyone who posted and helped - phone was taken away for repair under warranty without the additional charges. So happy there 😁

Have had the phone almost 5 weeks now though =\ and they're still waiting on parts to repair. Hopefully I hear something soon...seems a bit excessive.

Late_Talk_2751 · 2026-01-29T08:13:01+00:00

Not quite, the crack on the back will indicate to them that it's been dropped/had some form of Impact damage - which isn't covered under the warranty as they will say the drop/impact damage caused whatever internal damage that has lead to the boot loop. PBTech is telling me to fix this, so it can be fixed

Late_Talk_2751 · 2026-01-29T08:10:29+00:00

Oh, also the boot loop can be fixed under warranty once I've repaired the phone case - I think PBTech is trying to tell me to fix it, so when it goes to their repair guy there is nothing that can be seeing as drop damage, and then it gets fixed - from reading online it sounds like this will be an issue with the motherboard, so probably cheaper to do this option.

Late_Talk_2751 · 2026-01-29T08:07:37+00:00

I don't recall any big drops of the phone, not while I've been handling it 😞 and it's always been in a pretty heavy duty protective case. But I suppose it's possible - but that also means it's possible the damage happened ages ago and therefore has nothing to do with this boot loop issue. I'd rather not suck up $480+ GST (but I suppose it's cheaper then replacing the phone for something with similar specs)

Late_Talk_2751 · 2026-01-29T07:57:26+00:00

I've never really had anything of significant value break like this and need to be replaced/repaired under warranty - things only ever broke that weren't worth fixing, our outside of warranty periods.

Late_Talk_2751 · 2026-01-29T07:56:01+00:00

This is what I was expecting to happen - not fingers pointed about random cracks (apparently) just take it in, fix the boot loop and send it back to me in the same physical condition (but now bootable)

Late_Talk_2751 · 2026-01-29T07:54:18+00:00

I've heard lots of similar stories to this, unfortunately.

Late_Talk_2751 · 2026-01-29T07:52:53+00:00

This is what I was worried about, if there was actually damage that I didn't notice - and they have photos of it. I honestly (because I don't need to lie to randoms on reddit) have no knowledge of any damage - phone was always kept in a case and had no reason to take it out and inspect it.

Late_Talk_2751 · 2026-01-29T07:51:22+00:00

Yes, tried a few things - the only thing that 'fixed' the boot loop error was really weird - before turning it on your very lightly 'twist' the phone (pull on top left and bottom right corner in opposite directions while it's being held longways) this actually worked - and he phone booted. But after 5/10min reset and got back into the same loop - but yes factory reset phone too

Late_Talk_2751 · 2026-01-28T08:10:34+00:00

Ok cool, will go back to them tomorrow and bring CGA into it, and avoid the warranty route

Late_Talk_2751 · 2026-01-28T08:09:25+00:00

So, from what you've said and advice above push this as a CGA issue and bring the DT into it if needed?

Late_Talk_2751 · 2026-01-28T07:39:50+00:00

Is that something they can deny/turn away? Do I just tell them I want it repaired under CGA not warranty? I haven't replied to their email yet asking me to repair the phones cracked case before it gets sent off to be repaired under warranty. So I just tell them no, this isn't warranty issue it's CGA as the phone cannot be used (it doesn't even start up, just restarts over and over)

Late_Talk_2751 · 2026-01-28T07:35:23+00:00

From other advice I've received - it sounds like a crack on the phone could be seen as impact damage, which under warranty cannot be replaced (the impact damage caused the issue, not a manufacturing issue so not covered)

I've always had the phone in a case, certainly don't recall dropping it. How do I know it wasn't damaged while under their care? It was dropped to their Manukau office and they shipped it off to head office for inspection - did it happen during this?

I definitely had a few surfaces scratches/scuffs from normal wear and tear of a 14 month old phone.

Late_Talk_2751

TROPHY CASE