Repairs and Google Account Access Request

Janet31

I smashed myphone glass on my HTC M9 just before Christmas and had to finally had to find a repairer in the New Year . I visited Carphone Warehouse and 2 small high street shops to get quotes for the repairs but found a repairer online who could do the repairs cheaper and in a shorter time than the others. This company is called quickmobilefix.com based in Ilford. They have an online tracker service so you can be kept informed of how the repair is progressing. They have replaced the glass ( allegedly) but the phone failed tests afterwards. The back of the phone has had to be replaced as it was bent. (I had already spotted this but didn't know if this was a major problem). I paid for these repairs as requested before work could be carried out. The customer services people have now emailed me asking for my Google account details and my password in order to carry out tests on the phone.

I have refused as I don't understand why they need my google account details and password in order to test my phone.. We have had several exchanges on email as I want to document the discussions but they are still insisting that this personal data is required. A friend of mine has set up a new test google account and a password for them to use but they are still requesting my account details ! I have never heard of this before and need advice how to get out of this checkmate. They are refusing to confirm the work they have done so far and return the phone in its current state. They say thay cannot issue a warranty for the work until they have tested it using my data.

Help !

Frozen_up_north

You might as well send them your house keys and bank account details, it's total nonsense. You are right to refuse their request.

I wouldn't have used an online repairer, in fact being an iPhone user I would only use Apple. Not sure about HTC repairs though.

ballyblack

surely they can test with any google account..

one of their own, easy to set up in minutes

PHK

Android has a security feature called Factory Reset Protection. FRP means that before a factory reset can be done the password (from an account logged in to the device) must be entered to authorise.

In a case like the OP's where it isn't possible to do a factory reset through the menu then the device can be reset using a key combination (or by a service centre).

On first boot after the forced reset , the device will warn about an unauthorised reset and you'll need to log in with an account that has been used on the phone or the boot won't continue.

This is why service centres warn about logging out of the device (or going to your Google dashboard on the web and removing the device from your account) before sending it in.

The same advice applies to Apple devices which need an Apple ID to continue.

The OP could try removing the M9 from their Google account but I don't know if that will allow the repairer to boot up the handset and test it.

d123

Janet31 wrote: »

I smashed myphone glass on my HTC M9 just before Christmas and had to finally had to find a repairer in the New Year . I visited Carphone Warehouse and 2 small high street shops to get quotes for the repairs but found a repairer online who could do the repairs cheaper and in a shorter time than the others. This company is called quickmobilefix.com based in Ilford. They have an online tracker service so you can be kept informed of how the repair is progressing. They have replaced the glass ( allegedly) but the phone failed tests afterwards. The back of the phone has had to be replaced as it was bent. (I had already spotted this but didn't know if this was a major problem). I paid for these repairs as requested before work could be carried out. The customer services people have now emailed me asking for my Google account details and my password in order to carry out tests on the phone.

I have refused as I don't understand why they need my google account details and password in order to test my phone.. We have had several exchanges on email as I want to document the discussions but they are still insisting that this personal data is required. A friend of mine has set up a new test google account and a password for them to use but they are still requesting my account details ! I have never heard of this before and need advice how to get out of this checkmate. They are refusing to confirm the work they have done so far and return the phone in its current state. They say thay cannot issue a warranty for the work until they have tested it using my data.

Help !

You should have signed out of your phone before sending it, there is no way for them to boot the phone without your details now.

Have a read:
http://www.androidcentral.com/factory-reset-protection-what-you-need-know

giraffe69

Sounds from the replies that you ought to give them the detail but then immediately afterwards change the password.

almillar

d123's right. I had this issue with a Nexus 9 I bought secondhand - had to get back to the buyer, and he had to give me his email and password to get me in to reset. You really don't want to do that! Wipe a device, if possible, before selling or sending for repair. Android, for one, is easily restored.

Janet31

The saga continues with the arguement with Quickfixmobile.com I had set up another google email account and password as we had reached a stailmate for them to use to test the phone. Surely this should solve the problem ? They have since reported that the software ( the refuse to say what software) is not working and have asked for another £65 to provide software to repair the " software problem". I am refusing to pay this as the phone was working perfectly before they got hold of it.I have repeatedly asked for the phone to be returned but they ignore this and claim they are trying to find a work around solution.

It has been with them 8 weeks now and I still can't get my phone back repaired or not ..... what can I do next ?

JJ_Egan

LBA letter before action .
Google for templates .

d123

Janet31 wrote: »

The saga continues with the arguement with Quickfixmobile.com I had set up another google email account and password as we had reached a stailmate for them to use to test the phone.

Haven't you read what people have posted?

Android requires the last used email and password before it will allow any use of the phone.

You can't just make up another email and password, it has to be the one that was on the phone before you handed it in...

Surely this should solve the problem ?

If you'd paid any attention to what has been posted you'd know the answer to that is no.

PHK

Janet31 wrote: »

The saga continues with the arguement with Quickfixmobile.com I had set up another google email account and password as we had reached a stailmate for them to use to test the phone. Surely this should solve the problem ? They have since reported that the software ( the refuse to say what software) is not working and have asked for another £65 to provide software to repair the " software problem". I am refusing to pay this as the phone was working perfectly before they got hold of it.I have repeatedly asked for the phone to be returned but they ignore this and claim they are trying to find a work around solution.

It has been with them 8 weeks now and I still can't get my phone back repaired or not ..... what can I do next ?

It wasn't working perfectly, you broke it (according to your OP) and can't have known whether there was further damage.

I don't know anything about this company you've used but you need to handle matters a lot better before criticising them.