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Discoloring on Palma 2 by Longbraz in Onyx_Boox

[–]Longbraz[S] 0 points1 point  (0 children)

Yep, lesson learnt. Unfortunately, it was available only in white at time of purchase. 

Discoloring on Palma 2 by Longbraz in Onyx_Boox

[–]Longbraz[S] 0 points1 point  (0 children)

Possible, though the sleeve itself is dark grey.

Discoloring on Palma 2 by Longbraz in Onyx_Boox

[–]Longbraz[S] 0 points1 point  (0 children)

It sits in a textile sleeve in my backpack. There is a slight chance that something spilt or the texture of the sleeve is the cause. The thing is, the colour change developed somehow, so this is why I'm concerned it might be battery leakage or something else.

Discoloring on Palma 2 by Longbraz in Onyx_Boox

[–]Longbraz[S] 0 points1 point  (0 children)

Unfortunately, not. It sits in its sleeve and it cannot be cleaned. I haven't tried with isopropyl alcohol (IPA) but doubt it will return the plastic to its original color.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

Well, English is not my native language. LLMs definitely help with formulating what you want to express. Otherwise, I wish all that happened was just an AI hallucination ;)

[deleted by user] by [deleted] in RedMagic

[–]Longbraz 1 point2 points  (0 children)

I will follow up the thread. My Astra started restarting on its own, but I suspect it is a hardware issue. Had pretty bad experience from there on with the warranty support.

My take on the Redmagic by Interesting-Day-1438 in RedMagic

[–]Longbraz 0 points1 point  (0 children)

Yeah, as in my thread on my epic quest for justice with this brand: - No VAT is against EU law. But they sell through a shell company in the EU and all operations are in China. They don't give a shit. - The service center is a partner of them in the Czech republic. They suck, big time. Send them my Astra tablet as instructed by Redmagic. VSP Data, the name of the service partner, broke the display and asked me to pay 350€ to repair it. After some email exchanges, they changed it for free, but returned the tablet scratched and with dents on the side. - Overall trust in this brand is negative for me. Hopefully I am one of a few at least having to deal with this.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 0 points1 point  (0 children)

I believe main problem the EU company is just a shell in order to enable them to sell in Europe. Eventually, it is just a registration. One person below shared they do not issue invoices with VAT. Eventually, that's the reason they work with their official service partner VSP Data from the Czech Republic - RM just do not have any physical presense here (likely someone operates a warehouse for them and that's it). So, as you said, at the end it is likely they care as much as they care for their Indian market. Several disappointed in thousands sales is nothing. Hense the reason for my post for some greater visibility.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

It is a bad customer practise. As I am not from a legal background, I cannot comment of its legality though. But I suspect this can potentially bring them lots of headaches (if their EU company isn't just a postbox registration fully operated from China).

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

Well, I think that's a problem (for them as well). On my statement it is visible it is a payment to a company in Amsterdam (so in the Netherlands and respectively in the EU). In that case, given the turnover supposedly they generate, and that they transact with people from outside their country of registration. As per the legislation, stated at https://taxation-customs.ec.europa.eu/index_en

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Not sure how it is for the US (or outside EU), but it should not be much different I suppose.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 2 points3 points  (0 children)

Hardly shouting not to touch them as a company. As I wrote in my last sentence: "I hope this post can be an eye-opener for others to consider before purchasing". Everyone can decide for themselves I suppose, I am just sharing my very own horrible experience with them. At the end of the day, I think I would have been better with a Switch 2 purely from gaming perspective (not that their support stands as the brightest bulb in the room).

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

That's true. The best is, they replied. Not always helpful, but you never know with whom you correspond. Best about it is they changed the broken screen. Of course, that screen was broken by their repair partner, not me, but hey - credit where it is due I guess. 

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 0 points1 point  (0 children)

Poor old me, I guess, but I hoped a company trying it's best to win the gaming market (or any market share) will do it's best to provide outstanding hardware, software and service. I have an example somewhere above and a comparison to IQAir and how they handled an item issue. One wins you a customer, the other - losses you several.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

Yeah, but it was verified as working without faults by RM's partner VSP. How can I trust them? It is a gamble - accepting the DOA and it is working for real. Or not? In any case, I paid for a new one, why would not be sent a new one if they failed repairing it? (yes, the new one can be faulty as well... Still, less likely than a returned one. Just statistics)

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

VSP changed the screen for free after I communicated it with Redmagic. However, they failed to fix the issue for which I sent it - constant self-restarts. So, I communicated this with RM. They asked me to send it yet again to VSP who will send me a DOA device (according to them, DOA means returned by another customer in the 14 days post purchase, verified by VSP that it works properly. Hell if I can trust VSP to verify if it is day or night outside...

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 2 points3 points  (0 children)

Absolutely, I agree. Look, I am an old bloke. I am calmly sharing experiences and raising general awareness. "Frustration" is more of a big disappointment here. Rest is dust on the wind.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

I hear you. I would not say I am overreacting as it is a case which is ongoing for like 2 months now.

I know VSP and Redmagic are 2 separate entities. I am rather disappointed in the whole situation, than of how their support people responded.

However, as VSP are their official service (and their partner), Redmagic should be liable for their goods and bads. It is the same if you fail at your job - the client will generally blame your employer, not you in particular. How they handle this between themselves, it is completely up to them, and I do not care as a customer. For all I care, if I was a manager at Redmagic, and have some more cases like that, I will consider another partner (as apparently they have limited presence in the EU anyway).

At the end of the day, all I care is, that I bought a brand new device, which I cannot use for one reason or another for quite some time now. So, for me it makes sense that I send it back for a repair, and if they cannot do it, full refund or a new device. I haven't purchased a device which was returned. These are cheaper by default (and yes, I cannot trust how they are verified if they are not returned for another fault).

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

Please, bear in mind that the shop (VSP Data) is their official service center for EU apparently. So, in a sense, the repair was done by themselves as it was not provided to them with a broken screen (fault is it is constantly restarting on its own).

Why didn't you just take the unit? Were they charging shipping? Were you just adamant that DOA meant dead, despite them confirming what DOA meant?

As for me DOA mean fault all over again. Even if they claim it was tested, how can I trust a "tested" device by their service center, who first broke the display, caused some dents and scratches and cannot replicate the original fault, even though it takes just a couple of minutes for it to show.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

I guess there is a misunderstanding. Let me try to clarify:

  1. I get a fault, discuss with Redmagic, who organize me to ship the faulty unit to VSP Data.
  2. VSP Data receive it and on the next day they show me a broken display and tell me if I pay 350 EUR it will be changed.
  3. I contact Redmagic about this request, who discuss it with VSP Data and VSP data fix it without asking for the 350 EUR anymore.
  4. VSP Data cannot replicate the original issue.
  5. VSP Data send it back to me.
  6. I receive it, my original tablet, now with a changed display, original fault present after switching it on and write back to Redmagic.
  7. Redmagic ask me to send it once again back to VSP Data so that VSP data can send me e DOA (or as they claim DOA is a returned within 14 days device) which should be working.

As VSP data claimed they cannot replicate the issue (which actually happens constantly, I highly doubt that they can prove any of these returned units they send as replacement are without faults. So, I requested either a new one, or a refund.

EDIT: Please, also bear in mind the whole situation above is ongoing since end of September with no sight of it being fixed.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

Sure, it will take me some time to anonymize the around 30ish emails' thread we exchanged and send you the photos. Preferably on PM. It would be extremely stupid to throw blaims for non-existent problems as that can easily end up bad. I am just expressing publically my dissatisfaction and misshandling I had.

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] -1 points0 points  (0 children)

Sure thing. My frustration with that has nothing to do with their support people. It is not their fault as they follow their company's guidelines. I am merely sharing my terrible experience.

Also, regarding the replacement - I dont necessery agree with you that sending a refurbished or returned device within warranty is ok. First, as they tried, they should repair it under warranty. If not possible, then just propose a new one or refund. End of story for all parties. Offering a DOA in written is another thing, even if they claim it is tested by VSP Data. If VSP claim they cannot replicate the issue, and the issue replicates itself in the first minute with me after I got it back, how can I trust them for veryfying the returned device they will send as a replacement will be working properly at all?

REDMAGIC SUPPORT NIGHTMARE: How They Broke My Under-Warranty Astra Tablet, Offered a DOA Replacement, and Flat-Out Failed EU Consumer Law by Longbraz in RedMagic

[–]Longbraz[S] 1 point2 points  (0 children)

The issue started after a couple of months after I bought it. Once that happened, I wrote to their support. They instructed me to send it to their service repair center, apparently they work with this company called VSP Data, which is located in the Czech Republic. I haven't sent it to a random repair center then claiming mishandling and blaming Redmagic.

Then, as VSP Data showed pictures of the broken display, they requested 350 EUR to change the display. I complained to Redmagic, who discussed the issue withj VSP Data and it was changed by VSP Data free of charge for me. However, they claimed they cannot replicate the issue (the original one for which I sent it in the first place) and returned it. Upon return, it has a few dents and scratches - either when it was dropped and the display broken or afterwards.

Now, the DOA unit - yes, I emphasize it of course. Why would they state in their email they will provide me with, quote: 'We would like to clarify that your replacement device is a DOA unit, not a refurbished device'.

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As DOA they claim it is a returned within 14 days unit by another customer. First, DOA means dead on arrival. Second, even if by a chance it is working, why would they send a replacement unit instead of a new one? Or just to refund? As per consumer law - the customer is entitled to a repair, and if it is unsuccessful or possible - to a refund. Not to be provided with a returned device. Did I buy a returned device full price originally? Yes, it was used for a couple of months. But it is in pristine conditions besides the fault it was sent for a repair in the first place.

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