Nvidia Shield Android TV 2015 RMA 후기 (엔비디아 쉴드)

안녕하세요. 2년 지난 고집쟁이 도정진입니다.

여기 글은 되지도 않는 영어로 작성한 글이 있음으로 발암증상이 생길 수 있습니다. 주의하시길 바랍니다.

쉴드 중고 구매

제가 있는 한 카페에서 쉴드 중고를 구매했습니다. 컨트롤러는 없는 상태에고 쉴드 리모트만 있는 상태입니다.

본래 문제가 있는 것을 인지하고 구매했습니다. 플레이스토어 강종 각종 앱 강종이 일어난다고 하시더군요.

그래서 저는 크게 문제가 있나 생각하고 구매를 했습니다. 그리고 펌웨어를 새로 입히고 나서는 문제가 조금 완화되는 듯 했습니다.

그래도 발생하는 문제점은 아래와 같습니다.

1. 플레이스토어에서 앱을 업데이트가 간간히 실패

2. 크롬캐스트가 작동 불능

3. 화면 보호기가 깨짐

4. 인터넷에 연결되어 있어도 연결되어 있지 않다고 나옴

5. 각종 앱 강제종료.. 유튜브 보다가 강종 뭐하다 강종.. 매우 빈번하게 발생하여 실 사용이 불가능할 정도입니다.

이러하니 여러가지로 복구를 시도해 보려고 했습니다만, 아무리 해도 안됩니다.

TWRP 커스텀 리커버리를 쒸워도 쒸워지지가 않습니다. 물론 언락은 했습니다. ... 그러다 부트로더를 올리다가 그냥 사망해버렸습니다. 엔비디아 모양에 녹색 불만 들어오는 무드등 상태가 되어 버렸네요.

추측상 EMMC 메모리에 문제가 발생한것 같습니다. EMMC 가 문제인것을 보니 초기 불량으로 의심이 되네요..

RMA 신청의 시작 : 채팅!

그렇게 결국 RMA 를 신청하기로 결정합니다.

http://www.nvidia.com/object/support.html

상기 사이트에 들어가셔서 라이브챗을 시도하시면 되겠습니다.

그럼 일단 라이브챗을 하는 동안 준비하실 것이 있습니다. 

1. 구매 인보이스

2. 시리얼 넘버 입니다.

이렇게 상기처럼 준비하시면 되겠습니다.

박스에 보시면 컨트롤러 시리얼과 본체 시리얼이 있습니다. 그리고 패키징 넘버 PN 이 필요합니다.

전 사용자분께서 인보이스를 이렇게 보내 주셔서 일이 수월하게 진행이 되었습니다.

라이브채팅 내용 전체 첨부

 Subhanshu: Hi, my name is Subhanshu. How may I help you? 
 Do Jung Jin: I have sheild android TV 2015 version. 
 Do Jung Jin: after I updated sheild experience 6.3, it wont boot 
 Do Jung Jin: :( 
 Do Jung Jin: Green Light on device, but no signal from HDMI 
 Subhanshu: I am sorry to hear that, I will do my best to help you. 
 Subhanshu: Please let me know if you tried it with a different HDMI cable 
 Do Jung Jin: Yes. HDMI 1.4 and 2.0 and other .. Three types.. 
 Subhanshu: Are you using a 4K or 1080P TV? 
 Do Jung Jin: It does not turn on when you try to recover by fastboot. 
 Do Jung Jin: Yes. 1080P TV 
 Subhanshu: Was the SHIELD ever rooted? 
 Do Jung Jin: 
It worked well before the update. 
 Do Jung Jin: No it's original 
 Subhanshu: Is there any external storage connected to the SHIELD? 
 Do Jung Jin: No 
 Subhanshu: Is this a 16GB or Pro unit/ 
 Do Jung Jin: 16GB unit 
 Subhanshu: As part of troubleshooting steps, please try the below mentioned steps and see if that helps:

-> Unplug all the cables and keep the SHIELD ATV off for good 2-3 minutes.
-> Plug the Power cable, controller through USB (Wired) and Ethernet cable to the SHIELD ATV. Do not connect HDMI cable.
-> The device will power on, keep it idle for about 5 minutes. Then tap on A button on the controller for 20 seconds. 
-> Now leave the device is this state without the HDMI cable for good 15 to 20 minutes and plug the HDMI cable.
-> See if the issue persists. 
 Do Jung Jin: I dont have controller. only I have bluetooth rcu 
 Subhanshu: Could you let me know if the Controller that was sent along with the SHIELD does not function? 
 Do Jung Jin: There is no game controller, only a Bluetooth remote. 
 Do Jung Jin: Before updating, the Bluetooth remote control worked well. 
 File attachment upload has started. 
 The file 리모컨.png (22.64KB) was received. 
 Do Jung Jin: I have that controller 
 Subhanshu: Okay 
 Subhanshu: Do you have the USB port on this Remote? 
 Do Jung Jin: Yes. may be charging port? 
 Do Jung Jin: I used micro5Pin port to charge RCU 
 Subhanshu: Please connect the Remote to the SHIELD via USB 
 Do Jung Jin: Yes and then? 
 Subhanshu: Then please follow the suggested steps 
 Do Jung Jin: in Bluetooth controller, what is 'A' button? 
 Do Jung Jin: Then tap on A button on the controller for 20 seconds. -> what is 'A' button? 
 Subhanshu: In the place of A button, please press home button, small button with the circle on it. 
 Do Jung Jin: Ok. I will do it. 
 Do Jung Jin: Can not boot in fastboot mode. But how does the above work? 

요약은 이렇습니다. 쉴드가 6.3 업데이트로 안켜진다. 어떻게 해야되나? 

모니터 바꿔봐라 -> 안된다.

그럼 분리하고 컨트롤러 꼽아서 A 계속 눌러라.. 그런데 제가 컨트롤러가 없으니... 그럼 리모트를 꼽아서 OK 버튼을 눌러라.. 라고 합니다. 어차피 안되는 걸 알고 있지만, 시키는 대로 하는 척을 한번 해줘야합니다.

추가적으로 패스트붓 모드로도 부팅이 안된다고 은그슬쩍 RMA 길로 걸어가도록 떡밥 떤져줍니다.

 Do Jung Jin: I'm doing what you told me. 

 Subhanshu: Okay 
 Do Jung Jin: if nothing better, Can I use RMA? 
 File attachment upload has started. 
 The file IMG_20180227_023254.jpg (857KB) was received. 
 Subhanshu: If the issue persists, we will check further options like RMA 
 Do Jung Jin: I hope it resolves well.

 Do Jung Jin: The device will power on, keep it idle for about 5 minutes. Then tap on A button on the controller for 20 seconds. ---> I just did it. 
 Subhanshu: Alright 
 Do Jung Jin: I'm in korea. This time 2:38 AM.
At 2:50, I will test it. 
 Subhanshu: Okay 
 Do Jung Jin: It doesn't work :(.. 
 Subhanshu: Please update me with the following details to check this further. 
1. Proof of Purchase: Attach a copy of invoice / proof of purchase.
2. Picture of the serial number from the Box of the device.
3. Shipping Address with phone number 
 Do Jung Jin: Okay 
 Subhanshu: Okay 
 File attachment upload has started. 
 The file 시리얼.png (188.15KB) was received. 
 File attachment upload has started. 
 The file 인보이스.png (500.07KB) was received. 
 Do Jung Jin: I attached Invoice and serial number 
 Subhanshu: Thank you 
 Do Jung Jin: In invoice, shipping address is my company address. and my phone number is 전화번호
 Subhanshu: Thank you for the details, I request you to give me sometime to get this checked. I'll keep you posted via email as soon as I get an update. 
 Do Jung Jin: Okay Thanks. 
 Do Jung Jin: Do you have my email? 
 Subhanshu: You're welcome 
 Subhanshu: That would be 이메일
 Do Jung Jin: Ok. exact! 
 Subhanshu: Please let me know if there is anything else apart from this I may assist you with. 
 Do Jung Jin: thank you for helping. There is nothing else. 
 Do Jung Jin: I'll wait for your email. 

20분 정도 지나고 그래도 안된다고 하면서 RMA 슬쩍 요청합니다. 

그리고 인보이스하고 패키징 시리얼 보내달랍니다. 첨부해서 보내줍니다.

이후는 이메일 전쟁이 되겠네요..

이메일로 연락

Response By Email (Subhanshu) (02/26/2018 05:05 PM)

Hello Do,

 

Thank you for your patience.

 

Please let me know if you tried testing the SHIELD on a different Television

 

Best Regards,

Subhanshu,

NVIDIA Customer Care

Response By Email (Subhanshu) (02/26/2018 05:47 PM)

Thank you for the update.

I would request you to give us sometime while we have this checked.
Your patience is appreciated.

Best Regards,
Subhanshu, 
NVIDIA Customer Care

Customer By CSS Email (Do Jung Jin) (02/26/2018 05:39 PM)

Hello. 

1. I tested different TV 2 types. Alphascan 2777 IPS (FHD Monitor) / LG 
OLED 4K TV 
2. Before updating, Device works well with above TVs. 

I think device is corrupted because of shield experience 6.3 update. 
I tested all other circumstances, TV / HDMI cable / emergency recovery... 
etc. but no worth. 

TV 를 바꿔보라고 또 이야기 하길래 해봤다고 하니 조금 기다리라고 합니다.

Response By Email (Afshar) (02/27/2018 06:05 AM)

Hello, 

Thank you for your time and patience, your case was referred to me for further assistance. First of all I am sorry to hear about the issue and apology for the inconvenience. However, since you have purchased Shield in November 2015 which makes the device more than 2 years old and considered out of warranty. Hence, we will not be able to replace the device. 
Again inconvenience is deeply regretted. 

You may want to manually install the Android OS, consider rooting it. 

Best regards, 

NVIDIA Customer Care

에고... 2년 지났다고 못해준다고 합니다.. 그래서 일단 쪼으기를 시작해 봅니다.

쪼으기

Response By Email (Afshar) (02/27/2018 12:24 PM)

Hello, 

I will have this discussed with the respective and update you accordingly. I understand that the issue occurred after the update and will consider this fact for any exception. Appreciate your time and cooperation. 


Best regards, 
NVIDIA Customer Care

Customer By CSS Email (Do Jung Jin) (02/27/2018 10:53 AM)

I want you to repair my device or RMA service. 

2018-02-28 3:41 GMT+09:00 djjproject <djj9404@gmail.com>: 

> Update through OTA can brick device? 
> 
> This is maybe product defect. I am very very disappointed. 
> 
> I used it about 2 months overall 2 years. Is NVIDIA products a two-year 
> product? 
> 
> after 2 years, It should be discarded? 
> 
> 
> 
> 2018-02-28 3:36 GMT+09:00 djjproject <djj9404@gmail.com>: 
> 
>> Hi, I agree with 2 year warranty. 
>> 
>> but before updating it is worked. if I were not install shield experience 
>> 6.3, I use it well. 
>> 
>> and, out of warranty date is 2017 November? only 3 months over. 
>> 
>> hmm, You said that I can re-install android or rooting. but The device is 
>> not working even fastboot mode (bootloader). 
>> 
>> Because of this, I can't re-install android os , and install rooting. 
>> 
>> Don't you have recovery service? 
>> 

>> shield experience 6.3 update bricked my SHEILD.!!!!!!!!!!!!!!!!!!!! 

OTA 업데이트가 기기를 망가뜨릴 수 있냐고. 2년 지나면 버려야되는 제품이냐고 내가 봤을때는 EMMC 불량인데 이거 초기 불량이 의심된다고 이메일을 강력하게 보냅니다.

느낌표도 이빠이 적어줍니다.

그리고 이메일이 왔습니다.

Response By Email (Afshar) (03/01/2018 11:42 AM)

Hello, 

I am sorry for the delay, I know its taking sometime. However, as you know the Shield that you have is more than 2 years old and its well out of warranty. So to consider any exception, we need to have all the details verified and have this checked with the concerned team. it may take sometime. 
I am not yet able to confirm, assure, guarantee any positive out come. Hope you understand.

Best regards, 
Afshar 
NVIDIA Customer Care

Customer By CSS Email (Do Jung Jin) (02/28/2018 08:34 PM)

I'm waiting your response. 

자기가 한번 예외적으로 고민해 본다고 합니다.

RMA 통보 메일 받음!!

Response By Email (Mansoor) (03/01/2018 03:07 PM)

Hello Do Jung,

Thank you for sending requested information.

Your case has been referred to me. I have forwarded the replacement request to our RMA department for further processing and once the RMA is processed, you will get a confirmation email with the RMA number, shipping instruction and a return label. 

RMA for the SHIELD Android TV 16GB is processed to the below mentioned address provide by you. Please let us know if there is any change in the address.

주소~~~~~~~~~~~~~~~~~~~~~~

In case you do not get an email from the RMA team or if you need any further clarifications, please reply to this email and we will follow-up on the same. 

IMPORTANT – Please read the below instructions for smooth processing of your RMA request:

• This will be an Standard RMA and through this; you will be provided with a returned label to ship the defective unit. Upon receipt the replacement unit will be shipped.
• The “return” product should be dispatched within 15 calendar days after the RMA # is issued. 
• Do “not” include the item(s) that are not covered under the warranty claim- like SD card, power adapter/ plug or any other accessories like Remote, Controller that is shipped with the product.
• Pack the item(s) to be returned with an appropriate protection (an ESD bag, if available, is suggested for a board) and shipping material (a carton and bubble or foam wrap is recommended for a board) to avoid damages during the shipment. 
You may not necessarily use the Original box for shipment.
• Please use the Shipping label shared by the RMA team, so that we will be able to maintain the records and keep a track of the replacement.

Also, you'll receive a feedback survey email with subject "NVIDIASupport Feedback" to rate my service from a scale of 1 (Least) - 10 (Best). I'd really appreciate your participation.

Survey rating 10 indicates you are happy with the service. Any rating below "8" will indicate you were dissatisfied with my service.

I kindly request you to take the feedback survey; it will not take more than a minute.

We appreciate your patience and cooperation in this process.

Best regards,
Mansoor

NVIDIA Customer Care

예외적으로 RMA 해준다고 합니다.!! 그리고 아래에 RMA Request 이메일을 따로 첨부드립니다.

	Ticket : 35206 RMA : 65035060101 Dear Do Jung Jin, Your Thank you for contacting NVIDIA Customer Care. Your request for a replacement has been accepted. Please return the following item(s) using the shipping instructions below: Item Description: SHIELD, P2571, ANDROID TV GAME CONSOLE,, Item Part Number: 945-12571-2500-100, Item Serial Number: 0423015048004 The return should be dispatched to NVIDIA 15 calendar days after the RMA is issued. Do not include item(s) not covered in the warranty claim, such as MicroSD, SIM cards or USB flash drives. NVIDIA will not be responsible for returning or replacing such items. Securely package the item(s) to avoid damage during return. If possible, please use the original packaging. If that is not possible, please use appropriate protection to ensure the item(s) are secure during shipping (including an anti-static bag if returning a graphics card). Mark the RMA number #65035060101 clearly on the outside of the packaging. It is also worth making and note of the RMA number on a piece of paper and including it on the inside. Print off a copy of the RMA pre-paid RMA Return Label and attach securely to the outside of the package. Print off a copy of the commercial invoice and include on the outside of the packaging in a pouch. Contact the carrier to arrange for collection, or alternatively you can drop the package off at the carrier’s nearest depot. The cost of the return shipment is covered by NVIDIA. If you choose not to use the provided prepaid label you will assume the risk of loss in transit; it is highly recommended that defective products are returned using a courier and service level that offers web traceability (i.e. DHL, FedEx, UPS, certified postal service…etc) so that you can monitor when returned goods are delivered to NVIDIA's RMA processing center. NVIDIA will not be responsible for shipments lost in transit. Customers will need to file claims to address losses with the courier of their choosing. Shipping Address: ATTN: NVIDIA RMA# 65035060101 NVIDIA Singapore PTE, Ltd. c/o JSI Logistics (Hong Kong) Limited 18/F Goodman Texaco Centre   126-140 Texaco Road Tsuen Wan, N.T. Hong Kong SAR Hong Kong Return Shipments NVIDIA will ship the replacement item (freight charges paid by NVIDIA) normally within 5 business days after receiving your return. The replacement unit may be a refurbished item or a new item, depending on availability. Unauthorized Returns and Incomplete Returns Returns without a valid, unexpired RMA# properly marked on the package, or returns that do not have NVIDIA-bound freight prepaid, or returns that were not addressed to the specific NVIDIA receiving location per NVIDIA instructions, are deemed as unauthorized returns. If identifiable, the customer will be contacted where possible. NVIDIA has the sole discretion to refuse delivery or redirect such unauthorized or incomplete returns to the sender, at end user’s own expense (freight collect). The freight carrier will scrap if the package cannot be delivered to the sender or the sender fails to pick up from the freight carrier within a reasonable period. Thank you for your cooperation! NVIDIA Customer Care Support

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여기서 잠깐. 

주소 관련해서 한국 주소를 넘겨주면 홍콩쪽 주소를 보내줍니다. 괜히 미국쪽 주소를 적으면 미국 주소가 나와서 택배비가 많이 발생하니 주의하시길 바랍니다.

그리고 RMA 번호를 박스에 꼭 적어주라고 하네요.

페덱스 이용 배송 출발

위의 RMA Request 이메일에 보시면 무료 페덱스 송장과 인보이스가 첨부되어 있습니다.

다들 보시면 EMS 로 사비로 보내시던데요. 그냥 페덱스로 보내시면 됩니다. 홈페이지에서 픽업요청을 하기 힘드니 전화로 진행하시면 편리합니다. 

그리고 준비해야할 서류가 있습니다.

1. 인보이스 (2장 - 한장인데 2장 뽑아놓으세요)

2. 송장 (4장 - 총 4장으로 구성되어 있습니다.)

3. 사유서 (개인통관부호 및 사유)

면장 관련해서 개인은 작성할 필요가 없습니다. 사유서에는 그냥 양식없이 이걸 왜 수출하고 반입하는지에 대해서 적으시면 됩니다. 페덱스 통관에서 개인통관부호가 없으면 연락이 오기 때문에 적어주시면 수월하게 진행됩니다.

인보이스와 송장 첨부 드립니다.

저는 패키징에 본래 박스와 본체만 보냈습니다. 

본체만 보내라고 되어 있는것 같아서요. 워런티에 적용되지 않는것은 동봉해서 보내지 말라고 되어있어서.. 일단 그렇게 보냈습니다.

홍콩 도착

이런식으로 정말 빨리 홍콩에 도착합니다.

엔비디아에서 발송

그리고 조만간 엔비디아 측에서 발송했다는 이메일이 오고 송장 정보가 첨부되어 있습니다.

	Do Jung Jin 주소 Ticket : 35206 RMA : 65035060101 Dear Do Jung Jin, Your replacement unit for 1 pc, Part # 945-12571-2500-RF1 , SHIELD, P2571, REFURB, ANDROID TV GAME C for RMA # 65035060101 has been shipped. The tracking number for your shipment is: Tracking No. : 412946282533 Please contact us at NVIDIA Customer Care with any questions or concerns; be sure to reference your ticket service number and/or RMA number in any communications. Thank you for your cooperation! NVIDIA Customer Care Support

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This email message is for the sole use of the intended recipient(s) and may contain confidential information.  Any unauthorized review, use, disclosure or distribution is prohibited.  If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

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첨부파일 영역

송장 조회해보면 아래와 같고 정말 빨리 옵니다.

잘하면 일주일 안에 보내고 받을 수 있을듯 하네요.

그리고 추가적으로 페덱스에서 수입면장을 보내줍니다. 

여기에 관세 부분이 첨부되어 있는데요. 관세는 따로 안내도 됩니다. (전화로 확인했습니다.) 이미 처리가 되었다고 하네요.

물품 개봉

대망의 물품 개봉입니다.

아래의 박스로 도착했습니다.

까보니 리퍼 제품으로 보내주었네요.

아예 패키지를 새로 다 보내주었습니다. 보낼때는 본체만 보냈는데요. 없던 게임 컨트롤러가 생겼네요 ㅎㅎ

이제 요렇게 잘 쓰고 있습니다. 테스트를 몇번 해 보고 아버지 드릴 생각입니다.

RMA 요약

1. 채팅으로 증상을 이야기한다.

2. 은그슬쩍 RMA 를 요청한다.

3. 안된다고 하면 쪼은다.

4. 되면, 페덱스 무료 배송으로 보낸다.

5. 무료로 받는다.

6. 새로 생긴 악세사리들을 보고 흐뭇한 마음을 가진다. (이건 뭐 거진 혜자 아니겠습니까?)

감사합니다.