(05-28-2022, 11:15 AM)SpainAmbassador Wrote: What about LIT? I was also thinking about paying someone experienced to do that for me.

(05-28-2022, 11:15 AM)SpainAmbassador Wrote: I haven't asked, but I'll send them an email just in case.

(05-28-2022, 11:15 AM)SpainAmbassador Wrote: Thank you so much for all the help.

Quote:Unfortunately we would need the device to raise the claim with Aya Neo.

Is there no way you can retrieve it? Without power, the device will be safe. Just wrap it in plastic to avoid any harm from battery leakage.

Unfortunately due to scammers, we can't just send out devices without the old device returned.

I hope you understand.

Kind regards,

(05-30-2022, 11:58 AM)SpainAmbassador Wrote: Update from Droix:

I went with the battery explosion and disposal of device, here's what they responded:

Quote:Unfortunately we would need the device to raise the claim with Aya Neo.

Is there no way you can retrieve it? Without power, the device will be safe. Just wrap it in plastic to avoid any harm from battery leakage.

Unfortunately due to scammers, we can't just send out devices without the old device returned.

I hope you understand.

Kind regards,

@mothered, how should I proceed? I can press them to hell and back until one of us gives up, I'm good at that. But looks like they have dealt with the method before, so I'm not sure what my chances are.

(05-30-2022, 12:33 PM)mothered Wrote:

(05-30-2022, 11:58 AM)SpainAmbassador Wrote: Update from Droix:

I went with the battery explosion and disposal of device, here's what they responded:

Quote:Unfortunately we would need the device to raise the claim with Aya Neo.

Is there no way you can retrieve it? Without power, the device will be safe. Just wrap it in plastic to avoid any harm from battery leakage.

Unfortunately due to scammers, we can't just send out devices without the old device returned.

I hope you understand.

Kind regards,

@mothered, how should I proceed? I can press them to hell and back until one of us gives up, I'm good at that. But looks like they have dealt with the method before, so I'm not sure what my chances are.

Tell them for personal records, you took photos of the damage prior to disposing the Item, and you're more than happy to provide them as evidence In support of your claim.

(05-30-2022, 12:45 PM)SpainAmbassador Wrote:

(05-30-2022, 12:33 PM)mothered Wrote:

(05-30-2022, 11:58 AM)SpainAmbassador Wrote: Update from Droix:

I went with the battery explosion and disposal of device, here's what they responded:


@mothered, how should I proceed? I can press them to hell and back until one of us gives up, I'm good at that. But looks like they have dealt with the method before, so I'm not sure what my chances are.

Tell them for personal records, you took photos of the damage prior to disposing the Item, and you're more than happy to provide them as evidence In support of your claim.

Ah, crap, I may have screwed that up.
I should have elaborated more, my bad.

On a previous email they asked for pictures of the incident, and I said that "my son" charged the device and it exploded on him, so that my priority was disposing of the device and rushing my son to the ER.
That's why I didn't take any pictures.

I wouldn't make sense to retrieve the disposed device, take pictures of it, and then dispose of it again, I assume.
So I'm not sure where to go from there, sorry! Any other ideas?

(05-30-2022, 01:13 PM)mothered Wrote:

(05-30-2022, 12:45 PM)SpainAmbassador Wrote:

(05-30-2022, 12:33 PM)mothered Wrote: Tell them for personal records, you took photos of the damage prior to disposing the Item, and you're more than happy to provide them as evidence In support of your claim.

Ah, crap, I may have screwed that up.
I should have elaborated more, my bad.

On a previous email they asked for pictures of the incident, and I said that "my son" charged the device and it exploded on him, so that my priority was disposing of the device and rushing my son to the ER.
That's why I didn't take any pictures.

I wouldn't make sense to retrieve the disposed device, take pictures of it, and then dispose of it again, I assume.
So I'm not sure where to go from there, sorry! Any other ideas?

Understood. The options are now limited.

At any rate, tell them that you've spoken with the carrier and they're refusing to transport It - for the reason that It's categorized/classed as hazardous goods.

(05-30-2022, 02:56 PM)SpainAmbassador Wrote: Awesome, that worked.

(05-30-2022, 02:56 PM)SpainAmbassador Wrote: They are now requesting pictures, to which I'm responding with corrupted files.
I'll push this until they give up, and I'll update then.

Quote:I can confirm that the images you are supply are not images.

Microsofts one drive will display images once they are uploaded, but as you can see from the image below, in this case, they can't. Also, the files don't open in photoshop, nor any other image viewer. Also, the file sizes are far too small to be image files.

If you feel the files are legit and do contain an image, then please contact your camera or mobile phone manufacturer to troubleshoot this issue.

Unfortunately as it stands, we cannot help you any further.

Quote:Also, the file sizes are far too small to be image files.

(05-31-2022, 10:07 AM)SpainAmbassador Wrote: The files are 2-5 Mb in size, which seems pretty normal for a picture in my opinion.

(05-31-2022, 11:19 AM)mothered Wrote:

Quote:Also, the file sizes are far too small to be image files.

(05-31-2022, 10:07 AM)SpainAmbassador Wrote: The files are 2-5 Mb in size, which seems pretty normal for a picture in my opinion.

Precisely.

Obviously, they have no Idea what they're on about. I have files of 400 KB so your capacity, Is certainly a representation of Image files. Ask them to explain why they believe the file size Is not consistent with an Image file.

Quote:Using an image identifier, we can see that there is an error returned on reading this as a png file



When running through a HEX editor, we can see there isn't a correct image header, in fact it just shows junk data and no link to any image header, png or otherwise.



Below is the header for a valid png file running in the HEX editor.



You can see the header states this is a legitimate PNG file.

I would suggest you send the photo in it's original format, as we can open any file and it's possible your conversions are corrupting the data.

We are denying warranty on the basis of zero evidence to the claim.

To proceed with a warranty claim, we need 1. evidence the device is faulty and 2. The device itself.

If you can provide these, we would be happy to honour the warranty claim, even though you are not our customer.

Kind regards,