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Technical Service / Repairs

If you have reached this page it is because the terminal we have sold you has some problem and needs to be repaired, which already makes us sad, but since we are here, we must try to get your phone repaired as soon as possible, hence to proceed with the repair, we need you to please follow these instructions before sending us the terminal:

Please note that Blackview Phones – Telefonos Resistentes SL only repairs devices purchased from us. If you purchased your device from another company or retailer, you must contact them.

We want to help you, whether it's for the smallest configuration issue or just to ask a question, especially if you need to send your phone in for repair. Send us the attached form and one of our agents will contact you without obligation within 72 business hours. Alternatively, you can also send us an email with more space and attached photos if needed to rma.blackview@gmail.com.

If necessary, we recommend sending the device in its original packaging to avoid accidents during transport, without any unnecessary accessories. If the device arrives damaged, the customer will be responsible for any costs incurred during transport. By clicking and submitting this form, you confirm that you have read and approved our terms and conditions. Legal Conditions of Repairs which we detail below:

Hours: Monday to Friday from 9:30 a.m. to 4:00 p.m.*

Fill out all your information so we can keep a written record of the fault and follow up on it. It's very important that you include all your contact phone number, your name, the make and model of the device delivered, and a detailed explanation of the problem. This will make it easier for our Technical Support team to diagnose the problem. Don't send the terminal for now! 


    Your contact information

    (*) required fields

    Name *

    NIF/CIF *

    Phone *

    Email *

    Purchase Date *

    Invoice No. *

    Serial Number (IMEI) *

    Product Purchased*

    Password

    City *

    Country *

    Reported damage (add pattern or other information)

    It is my duty to inform you that the personal data you provide by filling out this form will be processed by:

    Responsible: RESISTANT TELEPHONES SL – NIF: B67246108

    Postal address: Andorra Valleys 2 2 1

    Phone: 935150520

    E-mail:info@blackviewphones.com

    On behalf of the company, we process the information you provide to provide the requested service or invoice it. The data provided will be retained for the duration of the business relationship or for the years necessary to comply with legal obligations. It will not be disclosed to third parties unless legally required. You have the right to obtain confirmation as to whether TELEFONOS RESISTENTES SL is processing your personal data, and to access, rectify, or request its deletion when it is no longer necessary.

    I also request your authorization to offer you products and services related to those requested and to retain you as a customer.

    TECHNICAL SERVICE CONDITIONS

    1. Our Technical Support will review your problem and send you an email or call you to explain the possible solutions. Regardless of the problem resolution, you will always be asked to perform the following: “Factory reset”To do this, go to Settings – Backup and make sure you have the first option, "Back up my data," enabled. This option will back up your data, such as contacts and other information, to your Gmail or Google account on your device. If you didn't have this enabled, wait 3-4 hours before proceeding to the next step.

    Go back to the same Settings – Backup option and click on the last option, "Factory reset." A menu will open, and you should click on the "Reset phone" button at the end. It's recommended that you select the "Erase phone storage" option, but this option will delete all photos and music on the device. If you select it, you must have previously backed up your photos and music to your computer or mini SD card. Pressing the "Erase all" button will open another screen, which you must press. The phone will automatically delete all downloaded programs and return the device to its factory default state.

    If this does not solve the problem, you can still perform the “Factory reset” Pressing the Power key and the Volume Up or Volume Down keys (depending on the device) with the device off will appear. A menu will appear in Chinese (you should go to the only option with European letters, MMC) or in English, where you should select the Wipe Cache and Wipe Data options. However, we recommend that you carry out these operations, which can be tricky, with our staff assisting you on the phone to confirm each step.

    The reason for performing these steps is because many of the terminal problems are due to software conflicts between applications, which are solved by performing these steps and therefore, you do not have to travel or send us your mobile phone, as they will be automatically resolved. Otherwise, after our Technical Service requests a "Restore factory settings", you must inform us that the problem has not been resolved and Our staff will tell you the next step to take.

    2. If the phone must finally be sent to our facilities, remember that depending on the conditions of the warranty, You must send us the terminal at your own cost. as you see fit, so choose whether you prefer to bring it in person, or choose the express courier option (1 to 2 days) or the post office (approximately one week to arrive). The terminal must arrive without any PIN or pattern, properly loaded (if possible) And of course, properly identified with the invoice number, customer name, and a note or explanation of the fault for the person who will be repairing it. We recommend that the customer send the terminal in its original packaging to avoid accidents during transport, without unnecessary accessories. If the terminal arrives damaged, the customer will be responsible for any costs incurred due to damage during transport.

    NOTE: It is recommended that when restoring any terminal to factory settings, the system boot is completed and the previously entered email address is entered. This process requires a Google account. This service cannot unlock this account, even with login information, because the process requires confirmation on other phones. Any terminal that comes to us with a pattern, PIN, or without the Google account required for setup will not be rejected. The customer must provide this information or, if not, collect the terminal from our facilities. We will not be responsible for any shipping charges.

    3. Once we receive the phone, our Technical Service in Barcelona will be in charge of carrying out any repairs that may be undertaken (speakers, microphones, charging ports, etc.) in about 15 business days on average. Some simple repairs may take less time, while others, due to a lack of parts, may take longer.

    4. Otherwise, the terminal must be sent to the Own brand technical service in China, for major repairs (screen breaks and the like) which will take approximately a month and a half.

    5. Remember that also following the conditions of the warranty, do not enter into warranty repairs caused by misuse of the terminals such as broken screens (glass or internal LCD, with or without evidence of impact) and similar. Read all the conditions of our warranty to understand which parts will be replaced free of charge and which will be charged to you.

    We hope these instructions will be of great help in resolving the issue with your device as quickly as possible.

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