Database Users

Bought a used Galaxy Tab. Dead pixels on screen...

Recently, I bought a used Verizon galaxy tab on ebay. I haven't gotten a chance to activate it but I've been using it for a couple of days and just noticed today there is something wrong with the screen on the upper left hand corner. It's really noticeable when the screen is black. It's some kind of dead pixel spot thing... The person said it was only a month old so I assume it is still under warranty. Can I take it somewhere to get a new one or get it fixed since it's obviously a hardware defect?

Check to see if the seller registered it. If he did, you will not be able to transfer the warranty. Might want to think about returning it... If the dead pixels were not mentioned in the auction notes, he'll Have to refund.
Sent from my GT-P1000 using XDA App

How do you register it? The guy that sold it to me was very nice and I'd rather not have to return it.

Head to Samsung website...also, maybe ask the seller for original receipt. If it's around a month old, you might be able to talk Samsung into an exchange for having a defective unit. (unit...hehe )
http://www.samsung.com/us/support/account/regist

Thanks again for the info. The person hadn't registered it yet so I was able to register it and send it in for repair. Turns out it wasn't a cluster of dead pixels but instead a bleeding screen. Still waiting for it to come back. Does anyone whether they send a new one or do they just fix the old one?

Most times they try and repair the damaged / defective model. If it can't be repaired, they will replace it. Seems you might have lucked out in buying this used one. Prolly gonna end up with a brand spankin new Tab for cheap! Keep me posted, am curious to see what they do.

Sent it in a week and a half ago and am still waiting for it to come back. They received it last Thursday so I hope it comes back soon. I'll update the thread once it arrives. Has anyone else ever sent anything to Samsung for repair?

it. said:
Sent it in a week and a half ago and am still waiting for it to come back. They received it last Thursday so I hope it comes back soon. I'll update the thread once it arrives. Has anyone else ever sent anything to Samsung for repair?
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Yep. I sent in my Tab because it wouldn't wipe/reset properly. It took 4 days to get there, and then 8 days for it to ship back to me. Another 3 days to get it back. They covered everything (including the lousy ground shipping, Ugh) and it appears to work great; even a bit faster than before.

student.driver said:
Yep. I sent in my Tab because it wouldn't wipe/reset properly. It took 4 days to get there, and then 8 days for it to ship back to me. Another 3 days to get it back. They covered everything (including the lousy ground shipping, Ugh) and it appears to work great; even a bit faster than before.
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Awesome! Samsung just shipped it back today so it should be here in a few days. Can't wait! I wonder if it will be the same one I sent in or if it will be a new/refurbished one. I'll let you guys know when it arrives.

Got the Tab back a couple days ago. They sent me back the same one but they replaced the screen. The process took a while but I'm pleased with the outcome. Thanks for all the help guys!

^ coo good thing u weren't stuck with a defective tab

UK Samsung Service Centres for fixing Newton Rings issue

Hi all
I just want to get a rough estimate of number of who has sent thier galaxy tab to a UK based service centre when they bought thier tab in the UK to fix the newton ring issue.
My questions are:
Did they fix it?
How long did it take?
Which Service Centre?
This is just to see how many tabs were fixed by service centres and to see if they have the equipment/ software to do it
I have sent my to A Nova Norwich on the 18th Augest. Been calling every week First they said they don't have the equipment to do it, waiting for MPI. Now they saying they are waiting for software to do it.
Regards

Mine has been gone a week and I already miss the bugger. At work it takes me twice as long to do things and I need it back asap. Told them this on the phone yesterday and they said they will call them and hopefully get it sent out via Currier. If they play up with this I will demand a refund and get a Sony tablet S.

I returned mine to Currys yesterday for this exact reason.
The woman in the store said they have had 2 other returns and both of their in store displays have the same issue.
Thinking about getting an Archos G9 8.0in.
1.5Ghz Texas Instruments CPU which aparantly Google has already given the green light for Ice Cream Sandwich, expandable memory, standard ports.
Ok, it's a bit thicker than the Samsung but it could be a decent little tab?
Going to wait and see it in the flesh and read some reviews though.
Sent from my Amiga 500 using Workbench!

Hi all
So it's been more than 28 days and still no fix from service centre. I called Samsung and they offered a Replacement but it's going to take 28 days!!! Any one else managed to get their fixed by a service centre?

I have just had an update. My repair case was closed with the status, closed none defect.
When i called up they said it was an error on my part. Brilliant!!!

I also had that problem. They closed it saying its not a defect. they had it for 1 week and then it was closed. So far I dont think any where in the UK a service centre has actually fixed a samsung galaxy tab

lama16 said:
I also had that problem. They closed it saying its not a defect. they had it for 1 week and then it was closed. So far I dont think any where in the UK a service centre has actually fixed a samsung galaxy tab
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So did you get it back with the same default? I'm currently pestering their Facebook page, complaints department etc. If you don't mind me asking what did you do in the end?
Liam
EDIT: sorry i just saw your post above mine. Did you accept the replacement and how did they manage to get them to give you one?

Yes i accepted the replacement but have not received it. going to take 28 days. also they mentioned there is no way of tracking the exchange progress.
I called samsung customer services to chase up daily/weekly and they mentioned if after 28 days the tab was not fixed by the service centre they will offer a exchange. I suggest you call up samsung and make sure the service centre doesnt send you back the tab unless its fixed. otherwise you have to send it back again. while on the phone with samsung get them to give you the number for the service centre so you can call them directly to find out whats happening
Andy

My mate had the newton rings, took it back to PC World where he bought it, they gave him a new one there and then.
He's had the new one since the end of last week and the same thing's happened.

Result. After a bit of moaning they have agreed to replace it. However it will take up to 28 days BO!

Well thats sort of good news. Just need to wait now...
Still no reports of UK service centre fixing galaxy tabs

Just recieved my exchanged samsung galaxy tab. no issue so far.

lama16 said:
Just recieved my exchanged samsung galaxy tab. no issue so far.
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Dude can you keep us posted whether it stays that way - ie no rings or streaks appearing after a certain period of time etc.
It may be they have fixed the issue permanently and you got one of the fixed units, as opposed to getting a replacement unit from the same batch as all the others with this problem, and that have the same problem either upon receiving the replacement or up to a week or so after getting it...
I just want to know because if they have finally really fixed it then I will take mine in to have the screen replaced under warranty (although I would prefer a completely new unit)

They send me a new unit. Box was unopened. so far no issue only get it when pressing hard. even when i press hard the oil slick shows very very faintly hardly noticable and disappears when you stop pressing.

Im just about to send my 10.1 back to the UK centre. It has about a 2.5" newton ring oil slick in the middle of the screen, but even worse after about an hour of use the screen display starts to corrupt. A lot of the whites start getting flickering pink lines across it and colours bleed into others. Putting it into standby for a while fixes it for a bit, but extended use causes the issue again
How did you guys send yours back? In the original box?

I sent mine with orginal box. without cables and charger etc. when they sent me a new one it came with these aswell so i got spare cable and charger

I haven't sent mine back but it has now seemed to resolve itself, haven't had rings for a week now. Last time I got them it was while the tab was on charge and I was watching 2 episodes of the gadget show !

I received my replacement tab on Friday. Originally I wasn't happy as I had a white one and they sebt a black one. However ot turns out they sent me the "soft black" one and I love it. It feels like a much better build quality.
I sent mine back on its own and i received a newly boxed one; so i now have double accesories.

Look at S/N... RxxBy.....
What is on 5th place? 7, 8 or 9 ???

I had a B7 now I have a B9

Negri RMA Update 3/2 - Great Customer Service!

Hey fellow 7.7 owners,
I just received my RMA authorization from Negri Electronics this afternoon after sending several emails back and forth with their support staff. Bad news I'm afraid...They have said that the turn around time AFTER they receive my tablet in their warehouse will be 3-4 weeks!! This all started shortly after I received my tablet in the mail from them on February 7th. I was happy and content with my purchase and only found one dead pixel at first glance in the upper middle portion of my screen that was visible with any white or lighter background and shows up as a black or red dead pixel at pretty much any screen. So after discovering this one obvious dead pixel I downloaded the Screen Test app from the Android market and discovered that in actuality I have 6 dead pixels all around the screen depending on the background color. The obvious one at the top (can see in almost any app such as the browser, email and so on), two on a blue screen, and finally three on a red screen. As you can imagine I was stunned to find so many pixels that are bad on such a new tablet and with such a gorgeous screen! I have taken pictures of all the bad pixels with my camera and sent those along to Negri with one of my support emails. In addition to these bad pixels I also have the issue with the dark circles that I can only assume come from the manufacturing process when the suction cups are holding the screen in place for assembly. There are also lighter grey streaks at the low brightness level with a black background that can be viewed during the night when there is no ambient light in the room, like when reading or viewing the screen during transition for animations. I believe others have also mentioned the flickering that can be seen with a darker blue background (possibly other dark colors) on the tablet, It reminds me of the older CRT monitors or old tube TV's when they are refreshing the image. I can see this "flickering or streaking" quite easily at night while viewing images in bed or watching a movie with a blue background.
So I guess after all my detailed nitpicking my question for you all would be what would you do in this situation? I really do love this tablet and the form factor. Besides these issues that I have experienced on my tablet I have absolutely enjoyed using the tablet every day Iv'e had it. I just feel like for $550+ investment I shouldn't have to deal with so many display issues when that is the very reason I spent so much more on this tablet in the first place. I also appreciate Negri reaching out and attempting to resolve the issue but with the correspondence I have had thus far and having attached the RMA info I received today below can't be sure what kind of service or replacement I may get and then I will be without my tablet for at least a month! I really wish I could deal directly with Samsung USA and get my unit replaced by them but completely understand why that is not possible at this time. I'm guessing they are giving a 3-4 week turn around back to them because the Samsung Repair Facility is most likely overseas, either in Hong Kong or possibly the UK? Not sure about that one. I wouldn't think that the 7.7 could be repaired or replaced by any Samsung facility here in the US yet. Anyway, any suggestions or ideas you guys my have would be appreciated.
Thanks!
Hello,
Thank you for contacting Negri Electronics. We received your RMA request in regards to this unit. We will need to have the unit in the warehouse in order to complete the evaluation. We received your reports in regards to the dead pixels and in this case the unit will need to be sent into the Samsung repair facility. We will need to complete the brief evaluation once the unit arrives. Then we can proceed with the repair process. If you have any questions feel free to contact us. Thank you.
Negri Electronics Repairs
Please read this carefully before you return any merchandise!
(Failure to follow directions may result in a restocking fee) This rma will be valid for 2 weeks after its issuance
Please read carefully our store policies. Your item may be subject to a restock fee.
http://negrielectronics.com/policies/
For more efficient service, please print out this email and provide the following information:
*****Repair turnaround time is 3-4 weeks once we receive the unit*****
*****SEND BACK THE UNIT, BATTERY, BATTERY COVER, AND CHARGER*****
*Update March 2nd*
^ Above was the original estimate assuming that I would be requesting a repair through Negri by Samsung for the defective screen. Since we found that I had more than 6 Dead Pixels we processed the return as an exchange for a new tablet and I have had my RMA approved today and the replacement is in transit. I wanted to be clear that Negri provided excellent customer service to me and processed my return very professionally.

I too sent my Gtab 7.7 back to Negri for issues with Grey discoloration. I called today making sure they received my unit, they confirmed they got it Thursday. I asked about the supposed 10-12 days for evaluation and the rep thought with my issue they should have an answer next week.
On my RMA i requested a Exchange not repair. If they tell me turn around to get my exchange is gonna take 3-4 weeks. I will ask for just a refund, as i would suggest to you. I also suggest you call and see instead of them repairing your unit, maybe ask for an exchange. I hope they don't try and tell me they want to send it off and not exchange...I have a feeling they might try this.
I'll respond back on Monday, see what they tell me.

That sounds like a very long turn around period, maybe you should get your money back and just wait for local stocks to arrive?
Also since you mentioned that you notice flicker, Im wondering whats causing this on OLEDs, one of the 7.7's I tried yesterday showed a very visible flicker when displaying the green screen test or the screen shot of the green screen test in the gallery.

Thanks for the responses...
Hey guys,
Thanks for your input. I have replied back to the RMA request with my intention to exchange preferably or refund if that is not possible. I really do not want to wait a month to have the unit repaired when I have so many issues with the screen and then not be sure what kind of condition the tablet would be in when I get the replacement. I wish I could just deal with the issues but there are so many it seems on my screen I can't look past them when I think how much I paid for the 7.7 in the first place. Guess we shall see what happens now.
Kyle

Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium

This is the usual problem with purchasing goods that are not officially distributed in your country yet... I tried n the past and I won't again
I love the 7.7 but will wait for it to be distributed in the US (And hopefully ICS will be around the corner at that time)

Thank You
Thank you all for your comments.
The process does take time because we need to work with the manufacturer who manufactured the "defective" product. Their timeline is longer than ours, however we have direct contact with most. So returning to us and having us to the leg-work would be better than the customer going directly to the manufacture. Going directly with the manufacture can take 10-12 weeks as we have experienced in the past. We do our best to provide a quick turn around time for you - however we can only promise you what we are promised by the manufacturer.
Please understand that we do not manufacture these items. Many RMA's come through "demanding" replacements and fast service. We always do our best, but ask that you always treat us with respect (unrelated to the above posts) - and understand that issues such as these are not our fault, but we will do our best to make sure you are satisfied with the results.

Negri has good customer service. But regarding the dead pixel issue, i have better experience with Expansys where they simply ship out a replacement once the defective one is received and confirmed. Then they will deal with the manufacturing for the faulty unit. Not to say one vendor is better than another in general, but to point out different vendor has different policy and way of handling these kind of things.

kflanegan said:
Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium
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I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.

aaronv20 said:
I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.
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Thanks for the update Aaron! My tablet is in transit and scheduled for delivery on Monday. I'm hoping for a 1-2 week turn around. I'm having withdraws already... ;-) I too am hoping for a new exchange foremost and a refund otherwise so I can decide what to do next. Good luck with your return. Keep us updated...
Sent from my Galaxy Nexus using xda premium

I got the results of my evaluation...
Hello,
Thank you for your patience in regards to your RMA. At this time the RMA evaluation has been completed on your unit. Our team has evaluated your unit extensively to see if they can find the display issue. After testing the unit our RMA team was unable to notice any grayish streaking on the display. They advised us that they tested the unit on "0" brightness and with the white background, both landscape and portrait mode and were not able to see any defect. They also advise us they had to create a customer background to ensure there was no defect. Again, no defect was noticed with the display. These are Super Amoled displays and will be noticeable to see any streaking on the display, as you stated on the lowest brightness levels. We did receive notification from our customer service representatives that you would like a refund on this unit, in this case we can proceed with a refund minus a 12% re-stoking fee based on the usage and time out. This will be the minimal re-stocking fee that can be applied towards this refund. We can also have this unit shipped back to you at no additional costs. Please review these details and contact us on how you would like to proceed. Thank you.
Well 12% is around $75.00 and since after shoping around i cant find anything to match this wonderful tablet, Im gonna keep it.
Looks like im gonna have to settle at never turning my brightness completely down.
good luck KFLAN!

aaronv20 said:
I got the results of my evaluation...
Well 12% is around $75.00 and since after shopping around I can't find anything to match this wonderful tablet, I'm gonna keep it.
Looks like I'm gonna have to settle at never turning my brightness completely down.
good luck KFLAN!
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Thanks Aaron for your evaluation results, also sorry to hear that you won't be receiving a replacement unit for your issues. My 7.7 arrived this morning at their warehouse so I hope to hear something later this week. I was seriously debating sending mine back before I started the process because I loved everything else with the tablet other than the dead pixels I saw whenever I used it. Some things you just can't un-see and that was my problem. I hope you do enjoy your tablet and agree with your decision to keep it. $75 is a big hit only a few weeks after purchase on a premium product such as the 7.7. I hope that my dead pixels are as obvious to Negri as they were to me in my tests and usage.
Sent from my Galaxy Nexus using xda premium

@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.

EarlZ said:
@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.
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yup, I did post a screen image, on the screen issues thread. There main issue was that since the tab would probably not fall under the Samsung warranty then they would be able to deem it a manufacture issue. Its sucks but at least i dont have any other issues (dead pixels, etc). They did mention that i have a 1 year warranty so if it becomes worst then I could handle the issue then...Im really trying to look on the bright side, and put it out of mind, cause all it will do is frustrate the crap out of me..

I dont understand why they cant see it, the very small grey streak on my Tablet was even visible to the technician who diagnosed my tab even though I didnt tell him about it.

Follow up on Negri RMA
I received word today that my RMA request for exchange has been approved and my replacement unit has been shipped out from Negri's warehouse this afternoon. My returned tablet arrived on Monday 2/27 and I followed up on Wed to make sure the tablet arrived as I had shipped and to receive an update on the RMA process. I worked with Sergio Mendez throughout the return, he was very helpful and excellent in communicating any updates from their end. I would certainly not hesitate to recommend Negri Electronics to anyone in the future and they have dealt with my problem with a sense of urgency and a very professional manner.
Many thanks to Sergio and the whole team at Customer Service for all their help! I am scheduled to receive my new unit next Thursday the 8th. I'll report back after I have set the new 7.7 up and report my findings on my replacement unit.

Sounds great that you've been given a replacement, we await for your findings and hopefully you can get a great screen. Keep us posted Im interested as well!

Sooo, I couldnt make it a week. I cant stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators cant see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however i cant just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Yall agree? (white out personal info in photos, sorry)

aaronv20 said:
Sooo, I couldn't make it a week. I can't stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators can't see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however I can't just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Y'all agree? (white out personal info in photos, sorry)
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Aaron,
I agree with you on the discoloration. I can certainly see it in your provided photos. Sergio worked very well with me on my exchange and when we spoke on the phone he seemed very helpful and like a nice guy. I hope your experience will serve a better outcome this go around and understand your frustration! I would also consider going the Samsung route if you run into the same issue going through with the second return. Who knows how their process runs but unfortunately I would guess the waiting period could be much longer seeing as how the 7.7 isn't sold except by Verizon in the US as of now, as far as they would be concerned....
Anyway, I've been anxiously awaiting my exchange by FedEx. It should arrive sometime tomorrow and then I'll be giving my new model the inspection to see if I faired better this time. The tracking info hadn't updated at all since the package left Phoenix, AZ on Friday and I was beginning to get worried it was lost in transit until magically it arrived in Ellenwood, GA just this morning. I guess it arrived there via bike messenger to account for the long delay in updates for so many days...haha. It always seems to drag the longest when you are really looking forward to receiving something though. ;-) Have a good day man, I'll cross my fingers for you.
Kyle
Sent from my Galaxy Nexus using xda premium

*Update on my replacement wifi 7.7... I received the exchanged GT-P6810 yesterday afternoon and after a 2 hour initial charge was ready to dive right in. First thing I did after set up was download 3 solid backgrounds. One white, one red and lastly blue. Then I opened the backgrounds full screen in the gallery and found absolutely zero dead pixels or any obvious defects. The only thing I have noticed thus far is the circles and lines on a black screen at zero ambient light. Although I'm almost positive there aren't any units that wouldn't display those in the same lighting conditions. Seems to be a product of the manufacturing process. Anyway, I'm certainly satisfied so far and love my new unit. I want to give Negri another shout out for their awesome customer service and in particular Sergio for his excellent communication throughout the process. I was without my tab for 2 or 3 weeks but it's certainly worth the wait to get a new replacement with none of the major issues. I'll be active on the forums and see you guys and girls around.
Oh btw, set up go launcher HD last night from their beta page and this thing flies with that launcher and looks great!
Sent from my GT-P6810 using xda premium

[Q] How has Samsung handled your RMA request?

Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?

Bad service.
ayman07 said:
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
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I bought mine from walmart and thought my battery was bad. I called samsung and it was painful to say the least. They transferred me 5 times. Once they sent me to google cause they said they didn't handle nexus products. Google sent me back to them I picked the wifi only option and they told me again it was a google product I told him I just got transferred back by google. He sent me to the manager who again tried to tell me they didn't deal with nexus products. So I told them my problem and told them I felt the battery was bad. He finally just said okay I'll put in a ticket for you to send it to Texas (I believe he said, wasn't really listening as I felt I should have just got a new one). He said the process would take somewhere from 2-3 weeks. I said forget I'll just deal with the bad battery until I can buy one and replace it myself.

The shipping process with Samsung is much the same except that it takes multiple transfers on the phone to find someone that has a screen that can do an RMA ticket on the device. My problem is that in doing the work they don't really make sure they solved the problem you had. I had my screen replaced and they put a worse screen in with four corners of large light bleed and they even managed to scratch up the back of my device. I was upset to say the least and had to ship it back for them to fix their shoddy workmanship. On top of that... I sent mine back on the 16th and it didn't get opened until 2 days after arrival. As of a week ago it has been sitting on hold waiting for parts. So its been in Samsung's hands now for 2 weeks and no word on when they will get whatever parts they need in stock or ship it back. When you ship they pre pay a 2 day air ups label and send it back 2 day air as well. Hope to get it back reasonably soon as the device has been out of use now for over a month. First trip took about two weeks total. Second trip who knows.
BTW, I did buy mine from play but was tired of worse RMA replacements. Everything was perfect on mine other than a little dimming along the camera edge of the screen and a dead pixel.
Sent from my often RMA'd Nexus 4, So that I can use the one I'm using now when I get the 6th and hopefully final one.

Back cover starting to peel off!

My back cover is starting to peel off on the top left, the side where the magnetic connectors are. There's no physical abuse on the phone whatsoever. Anyone seen something like this? Should I try to fix it or just leave it as is? I didn't use any case FYI.

Pic? How are you going to "fix" it? What do you mean by the back cover? The ceramic?

Will try to get a pic. Yes, I mean the ceramic in the back, at present there's a noticeable (1-2mm) gap in that corner between the ceramic and the phone's back part. It does look like it was glued to the back and I wouldn't know how to fix other than using some glue and stick it back!

With pics!!
https://ibb.co/m0iP5w

Contact support, get it replaced.
Sent from my PH-1 using Tapatalk

RMA
Sent from my PH-1 using Tapatalk

I just RMA'd mine for this problem. Ceramic was coming apart in the same place too.

I have the same problem but not as bad. Do you think it'll get worse ?

Thank you! Typically what's the response time? I submitted a request on their website.

I really hope having a case on mine will prevent this kind of stuff when my phone comes in...

willoxx said:
I have the same problem but not as bad. Do you think it'll get worse ?
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I would rather get it RMA'ed before they refuse to accept it as their quality issue! Such a nice phone but sad that these minor quality issues are creeping up!

nostra said:
Thank you! Typically what's the response time? I submitted a request on their website.
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I got the run around for a week, a little over maybe? I am a Sprint customer, so that's a little unique. I think unlocked users have fast turn around, similar to the end of my experience I will explain.
I knew Sprint customers were getting the run around and Essential had commented they're working to make it a better experience, so I waited intentionally before submitting anything. Then Essential announced they'd take RMAs for Sprint customers for the speaker grill problem (fabric they used was deteriorating). So I waited a couple more days and contacted support. They initially said they'd handle the RMA, then followed up saying they were only handling the speaker grill issues, and for Sprint to handle the problem since the ceramic was coming off. I go to Sprint, they tell me to go to Essential or I can buy their insurance and they'll handle it. So I go back to Essential and they made it painless from there on. Said they didn't have Sprint units available at the moment and asked if I could be a little more patient. Last Fri. they told me they were expecting units Mon. Mon rolls around and they have stock and I get a FedEx tracking number. Tues, FedEx indicates to expect delivery Thurs. Also Tues, I get a UPS tracking number. FedEx was Essential direct. UPS was Asurion, which apparently handles their extended warranty plans. Turns out my RMA automatically triggered the Asurion one, even though they were doing it themselves. Asurion arrived Wed, a day before Essential's direct handling. Theirs arrived Thurs. as expected.
Both deliveries included a padded envelope with return shipping sticker on it. And I was assured it would be enough protection for the phone, but I still remain skeptical (they're in the mail now so oh well). I had to send Asurion's back and send my defective one back to Essential directly.
Also, I'd expect the run around I got is history. It should be figured out now.
Oh, and I had Sprint activate my replacement. That was painless, though I used my Google Voice number on a PC to call since my account would be disabled from my old phone and added to the new.

Wow. I just checked in the same spot after your reading your post and mine is loose there too. Will be returning for another one at Best buy tomorrow. This really sucks.

So do you think these are just defective units, or all phones are susceptible to this? Any correlation with older devices/grills and the back plate coming off?

I'd like to know too. I'm a little hesitant about getting another one.

heov said:
So do you think these are just defective units, or all phones are susceptible to this? Any correlation with older devices/grills and the back plate coming off?
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I'll put this to the Essential rep when I get a response. Let's see what they have to say?
They're most likely following some of these threads, hope it won't be a templated response.
Also, I never thought I'd miss an instant customer service/support but I do feel it now ?

Slash8915 said:
I really hope having a case on mine will prevent this kind of stuff when my phone comes in...
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If it is heat related in terms of loosening up the adhesive, the case will actually make it worse.
But if you leave the case on you won't notice it anyway, so who cares?
Sent from my PH-1 using Tapatalk

Just got a call from the support and they're processing my RMA! The rep was helpful and I did put in a request to expedite my RMA. Hope the new phone wouldn't run in to this! This is an uncommon problem what he has mentioned.

For the people that are having this issue, can you tell us what color your device is and where did you order it from?

I have a brand new one from best buy, TODAY, and the side is swelling.