Database Users

Faulty phone and problems with Samsung Customer Service - Help Needed!

Hi Guys,
My story is quite long, but I wanted to include many of the details so you could imagine the situation I am in. I don’t have the intention of rooting the phone. I paid £440 of my hard earned money and expected good quality product and prompt, helpful customer care and service in case of any problems. I would appreciate any help which will enable me to resolve the matter as quickly as possible.
I'm in the UK. I purchased the Samsung Galaxy S (I9000) from an online shop on 4th June and received it on 19th. After a while I noticed there is a problem with the accelerometer. It manifested itself especially in Layar app and other applications using accelerometer to relate the phone to the ground, plus Asphalt 5, Krazy Kart Racing and other games using Accelerometer. When I hold the phone level in the horizontal position it was clearly pulling to the left side. To achieve the perfect level I had to rotate the phone slightly clockwise.
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Unfortunately the 28 day return period expired as I was on holiday for over 3 weeks before I noticed the fault. I decided to contact Samsung directly and not go through the online shop as it would be much longer way. I was advised to go to one of the service locations near me and show them the fault.
I did exactly that on 14th Aug. Went to ECT, they said they cannot repair it and will send the phone on 16th Aug to Samsung Repair Centre and it will take up to 10 working days to get the phone back.
14th Sep – ECT rang me they received the phone but it is still faulty (after 1 month!). I rang Samsung Customer Services (SCS) and raised a complaint, which was given high priority. I was told someone from Complaints Dept will get back to me on this within 24-48 hrs; I get no response.
16th Sep – Contacted SCS, spoke with Person1 who arranged new repair with SBE Service Centre and promised it will be treated as top priority and will be repaired the same day SBE received the phone.
17th Sep - ECT sent the phone to SBE as agreed day before.
18th Sep – Person2 from SCS wrote to ensure my case has been escalated and is treated as top priority.
23rd Sep – Spoke with Person3 to get the update on the phone, they promised to get back to me.
24th Sep – Email from Person3 confirming SBE received the phone on 22nd.
25th Sep – Person2 wrote saying it is treated as a usual repair and will be processed as any other case (denying her words from 18th)
29th Sep – Received email from SCS who raised a complaint for me, and again I should hear back within 24-48hrs; I get no response.
1st Oct – Collected phone from ECT – fault still not fixed (after 7 weeks!)
2nd Oct - Call from Person4. Asked me to send the phone for the third (last) repair attempt in compliance with Samsung Policy.
4th Oct – Sent the phone to Regenersis.
Contacted Regenersis, they confirmed they received the phone and will repair within 5-7 working days.
22nd Oct – After a delay, I received the phone. Original fault fixed, but the phone arrived in worst state then I left it, which was pristine condition, as I really care about all my electronic devices.
- Frame wasn’t fit properly and creaks on both sides of the screen
- Slightly damaged under the cover – sign of unskilful stripping attempt.
3rd Nov – Spoke with SCS – advised to send the phone again or go to the Service Centre to try to fix the creaking frame.
4th Nov – Tried to upgrade the Firmware to Froyo with Kies; upgrade failed; unable to access recovery mode as per Kies instructions. Phone unusuable. 3-button access to Download or Recovery Mode not working on device.
5th Nov – Went to ECT – Engineer told me he won’t be able to do anything with the device as he is unable to access Download or Recovery mode. Gave me details of another Service Centre.
Later that day I managed to restore the firmware on my own using ADB tool to reboot into download mode. 3-button access still not working.
6th Nov – Went to Samsung Service in London. They couldn’t find the reason for the creaking frame. Engineer confirmed there is a clear fault as the phone is unable to access Download/Recovery mode using 3 button combo, although all buttons work fine. They were unable to repair the phone on the premises and would need to take it and send elsewhere to fix the fault. For me this is out of question as I have no guarantee the phone will be fixed quickly, if at all. I simply don’t trust their Repair Centres and I can’t afford another 10 weeks without the phone.
10th Nov – Spoke with person in Escalation Dept. who didn't really pay much attention to my story and said the only thing they can do is to authorise another repair, and was repeating this is their policy and can't authorise exchange unless they fail to repair the single fault three times.
To summarise, the phone was being repaired 3 timed for 10 weeks. Original fault was eventually repaired but it came back in worst state then when I handed it over. Now frame creaks badly and the phone is slightly damaged due to unskilful opening attempt. During the latest official Froyo upgrade it turned out it’s impossible to access Download or Recovery mode, which was confirmed by Samsung engineer. I can’t see the point of further repair attempts as the total costs will be much higher than a cost of a new device, which I was trying to explain to Escalation Dept today. Plus, I cannot afford more time without the phone, which is essential tool in my everyday life.
It is expensive, Samsung’s flagship phone, so one would expect superb quality, but mine appears to be very unreliable and faulty. I also had problems with battery and alarm clock.
I love this phone to bits, but my handset is simply disappointing and on top of all this, the creaking sound makes the phone feel cheap and unreliable. I bought the phone and I even can’t use it as it is being repaired all the time.
I simply expecting from Samsung to step up and admit there is something wrong with my handset and to replace it or at give the refund. I just want the phone which is in pristine condition, just as I handed it over, as the one I had at the moment feels and looks like it is 5 years old.
I am really desperate at the moment and would appreciate any help and advice as to what would be the best and quickest way to resolve this matter and get a brand new replacement from Samsung.
Thank you guys for reading!

I can only advice to get in touch with some legal representation. As far as i know most countries have laws to protect customers. I once bought a stereo that kept breaking down. Although they repaired it 4times it still wouldn't work properly. One letter from a free councillor made them give my money back.
It's never fun to fight the machine but sometimes man has to. Good luck and don't give up.

Speak with your local trading standards office and see what they suggest.
You have consumer rights, and they should be able to help you to get a quick solution.
UPDATE:
A quick look for "trading standards" on the web suggests that you should first try:
http://www.consumerdirect.gov.uk/
Or you could find your local trading standards office and find out if they support consumers, (most only support businesses it seems), by putting your postcode in here:
http://www.tradingstandards.gov.uk/advice/index.cfm
Let us know how you get on.
Mike

Bummer you didn't need to send it in in the first place. You can put the phone on a flat surface and run a program to calibrate the sensor/ accelerometer.
Sent from my GT-I9000M using Tapatalk

This page about Mobiles should help you too:
http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/mobiles/
The main sticking point there is that your purchase is with the seller and so it should be them providing a refund. But it is Samsung who have messed it up and taken an unreasonable length of time etc. Not sure whether you can hold the original shop responsible for Samsung's mess up. I think you could definitely argue for at least a brand new phone, or a refund, but it is who to go after.
You might also be able to get your credit card company involved too, since they might share liability for the mess up if you paid on a credit card.
Basically it is probably worth speaking to an advisor on the consumer direct phone line, and asking them to help you clarify your best approach from here on...
Good Luck
Mike

lgkahn said:
Bummer you didn't need to send it in in the first place. You can put the phone on a flat surface and run a program to calibrate the sensor/ accelerometer.
Sent from my GT-I9000M using Tapatalk
Click to expand...
Click to collapse
That's correct... your phone isn't faulty. you just have to recalibrate the sensor.

Thank you all guys for your help and suggestions. I will use them and will try to fight the machine
Will let you know about the progress. if any!
Cheers

I've finally managed to get a replacement phone from Samsung. They authorised the exchange on 15th Nov. They asked me for the three repair reports and when I emailed them they agreed to replace the phone. But it wasn't as easy to finalize as one would hope. They again were delaying everything and it took several phone calls to get it done. But on the Christmas Eve I finally received my brand new phone, my best present this Christmas
But overall the whole Samsung experience was a nightmare.
Thank you all for help and advice.

Make me dread now sending my phone in. I have an issue where the phone doesnt charge as if the port is faulty. If you Wiggle the charger about it sometimes starts charging fine. Its only about 3 months old. I was wondering if it became bent a bit not sure.
Any change someone can take a pretty hi res phone of the micro usb port on the phone so that I can compare to mine see if there is any apparent hardware issue.
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.

Emexrulsier said:
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.
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Years ago when I had the screen replaced in my Palm Vx, I complained to them that I'd sent them a pristine unit for replacement screen, and they'd returned a scruffy refurb in a much lower condition. They agreed that it was lower condition than my original unit, and swapped it again without issue.
However, it could be worth taking a few detailed macro photos (if you can take one) of things like the screen and bodywork just before sending it in, so that you can prove they sent you a duffer if you get a worse unit back. I'm sure this would give you evidence required to argue your case if needed.
Mike

Emexrulsier said:
Make me dread now sending my phone in. I have an issue where the phone doesnt charge as if the port is faulty. If you Wiggle the charger about it sometimes starts charging fine. Its only about 3 months old. I was wondering if it became bent a bit not sure.
Any change someone can take a pretty hi res phone of the micro usb port on the phone so that I can compare to mine see if there is any apparent hardware issue.
Also I don't like the fast how u mentioned the phone came back in worse condition. I too look after my stuff and hate how sometimes u end up with crappy refurbed units that have been used by ppl with no care in the world. I am very particular of keeping my screen scratch free and would hate to receive a nasty poorly looked after screen as a replacement.
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Click to collapse
Do you have the same problem when connecting USB to the computer?
I wish you won't have the same problems with Samsung like I had. I also noticed they dont use any gloves when handling your phone as mine had finger prints all over.
Like xpcomputers advised take some photos. Although they like to stick to their 3-repair attempts policy so if after first repair your phone is damaged they will ask to send it again to fix the damages or replace the damaged part!!! They really ridicules and you need to have a lot of patience and be persistent with them.
I advise you though to send it for repair as your fault can get worse with time, to the point when you wont be able to charge at all. And fingers crossed you won't have any other issues.

Seeking for customers who had good experience in samsung fixing the sds problem!
I am a journalist of China Central Television 2. I am seeking for customers who's note2 or S3 has the sds or problem with eMMC and got their phone fix with excellent customer service from Samsung. Because things are not the same in China. Those Customers who are facing the same problem in China got refused by Samsung after service. So, in order to exposure the unfair and bad customer service in China, China Central Television 2 are going to produce a special programme, which compares the different service attitude between British and that in China. We need customers for help, to fight against the unfairness and protect customers rights. We would like to interview you, if don't mind.(We have a bureau in London) And what you need to do, is just tell us your pleasant experience. Or if you don't want to be interviewed face to face, we can do a telephone interview as well. But please reply as soon as you see my message or you can give me a call or text me. It's really urgent!
This is my contact detail:
Miss Wang
07466 547624
Thank you so much for your time and help! I am looking forward to hear from you all.

Sprint is Really Pissing Me Off!

So, this weekend I noticed some dirt under my screen. It isn't too bad, but I paid good money for this phone and I pay $7 a month for TEP, so I want to be completely satisfied with what I have to make it all worthwhile. I'm one of those paranoid people that pre-order the BodyGuardz full-body kit before the phone has even arrived. Anyways, my phone is absolutely mint condition with the exception for some noticeable smudging on the top left of the screen. I even have a Case-Mate Barely There case on top of the full-body BG to protect the camera.
So I took it to a local Sprint store and waited nearly an hour for them to start working on the phone. The local rep told me it would be 2 hours to get it fixed. No problem as Outback was right next door. I grabbed some food and when I returned I was handed back my phone. Only, the screen was completely scratched up and the top and bottom front edges of the phone were chipped. I calmly approached the rep and said that I wasn't going to accept it as it is in far worse condition than when it arrived. I wasn't surprised when the rep said that they had replaced my screen with one that was laying around. I should have taken pictures of the condition so you guys know what I am talking about. I'm surprised they expected anyone to be ok with that. Anyways, so I have them put my old display back and they said that I would have to wait for a new screen to come about so I can get it swapped.
On the way home, I called customer service and explained the situation. After explaining to him that I was not going to waste any more time going through a similar situation in another store he was able to get an advanced replacement sent to me. He told me it would be a couple of weeks as the device was being preordered. I didn't mind as he told me that I would most likely be receiving a new device rather than a refurb due to the low availability. Sweet right?
So I get home today and I am pleasantly surprised to see the replacement waiting for me. I open it up and I noticed a crappy, $5 USB charger (that's odd), what seemed like an original EVO battery but turned out to be a black battery wrapped in red paper (I thought this one was pretty funny), a brand new back cover, and what looked to be a brand new EVO (display sticker was on and everything). Awesome!
Not quite. As I turn the device over, I notice the camera is completely scratched up. I mean, really scratched up. The rim around it was also all chipped. The kickstand had some scratches on it as well. Here we go again...
After being transferred about 3 times where I had to verify my account and explain the situation each time, I was able to get another replacement sent my way. Same story, might be 2 weeks as it is low demand. I explained to the rep that I don't want to keep going through this and I have had similar experiences with replacing my Palm Pre in the past and asked if there was any way he could request a new device. He said he wasn't able to as was not presented to him in the system. He then proceeded by saying that I could keep the charger and battery for my troubles. I giggled. It was as if they knew they were screwing me over and sent me those as if it would satisfy me. I have dealt with my replacements from Sprint and never have they just given me extra "goodies".
I'll most likely be cancelling my 5-line service with them if I don't get a flawless refurb or a new device from them. I have spent way too much time and energy dealing with this type of situation with my Palm Pre, and now with my EVO.
I was already pissed about the $10 additional smartphone tax and the screwed up discount limitations, but this is just pushing me over the edge.

That is exactly why I don't even bother with insurance... they are especially horrible on sprint but I got am illegally rebranded motorola when I was on centennial... Hated their insurance service

There is a reason why Hitler blew a gasket yesterday.
PS. My name is HondaCop and I approve this message.

Good Luck...
Good luck with that flawless idea, I went through 3 refurbs before I demanded brand new phone. On inspection of the new phone, it has light leakage around the gasket and a pin hole next to the home button that light comes through.
I have given up on HTC and Sprint. Once my contract is up, I am either jumping overboard or researching phones thoroughly

Im sorry to hear about that dude. I have had some trouble with sprint but just recently I got a BRAND NEW out of the box phone for free. My battery was shot and it wouldnt charge or turn on so I went in and told sprint that it wouldnt turn on and apparently they didnt think to try a different battery, they gave me a brand new phone and sent me on my way. needless to say, I had an extra bat and it worked just fine.

How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.

cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
Click to expand...
Click to collapse
Hope you brought your helmet.
@OP, you can also contact the manufacturer and have it replaced with them. I don't think they send refurbs.

Yeah? Sprint used to let me keep the goodies when I got my pre replaced (3 times out of the 6, atleast)
Sent from my PG06100 using XDA App

cruise350 said:
You should be happy that they do anything for you.
Click to expand...
Click to collapse
WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.

HondaCop said:
WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.
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I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
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Sorry, couldn't refuse. Let's keep this clean

DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Lol!
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DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Click to collapse
Never said I didn't like Sprint. Don't hate me because I'm not into ballwashing like you guys are, kiddo.
PS. My name is HondaCop and I approve this message.

cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
Click to expand...
Click to collapse
The moment I am liable for a 2-year contract when purchasing their phone AND pay their full-protection insurance, it is TOTALLY Sprint's responsibility to address the dirt under my screen. It isn't like they're paying for the device out of their pockets. They're simply acting as the middleman between the client and HTC's warranty department. It's the least they can do for someone who is devoting 2-years of their wireless service costs to them and is paying their TEP fees.
I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!

I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!
Click to expand...
Click to collapse
He's right. T-Mobile has the best customer service. I replaced my G1 twice in one year. Might have been a refurbished one but it was like new. The best part was I never had to go to a repair center. I made a phone call explained my problem they asked if the water indicator was red and that's it. Sent me a new one in the mail and I sent mine right back no charge.
Sent from my PC36100 using Tapatalk

They could have been like T-Mobile when an update bricked my cliq, even with insurance they said they couldn't help me, contact Motorola which in turn told me to contact T-Mobile, I canceled an went to Sprint.

akarol said:
It isn't like they're paying for the device out of their pockets.
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Actually, they are paying for the device, out of pocket. You know how the phone actually costs 500, and you're getting it for 200..?

Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?

Makdasamurai said:
Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?
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Click to collapse
Makdasamurai: Thank you for understanding. The sad thing is that it was a corporate store. One of the largest ones here in Orlando (by the Florida Mall). I made the mistake of going to an affiliate store in the past with my Palm Pre (Five Star Cellular) and I will never do that again.
What bothers me is that there is this disparity in service from store to store. I read stories here about people going in and getting a brand new phone on the spot. It's not like they're not being reimbursed that phone by Sprint. Right?
Backdown: I understand what you're saying, but that's nothing new. That's how contract works. They give us a discount, for our commitment with them. Some situations don't even require contracts but the compatibility itself locks you into a commitment such as video game consoles, printers, etc. Trust me, they're making a ton more money on the service than they're losing on devices.

I've been through a very similar situation, so I'll give you some advice. The ONLY people on the phone that can send you a NEW phone, is retentions (account services). If anyone else TOLD you they were sending a new phone, its a lie. That's why you got it so quick, because they send out a refurb instead of waiting for the new one to come back in stock. The lower level reps do not have the power to order a new phone, even if they think they do.

Good to know. I'll be sure to tackle that department if my new replacement disappoints. I just wish I didn't have to go through all this turmoil.

Micro USB came off motherboard! Store 437

I walked in store 437 and informed Assistant manager "Nick" that my usb port has more than likely detached from the motherboard because it stop charging last night. I also informed him, once he finds its defective i cant wait for another phone. I need him to get one off the shelf. Nick "assistant manger informs me he doesn't have any EVO's. So tech "mike" took phone apart and USB port fly's on table. Mike "tech" says...this is the problem, the port is no longer soldered on the phone. I looked at him like he was a dummy and said your exactly right, lets get me a phone. Tech says "oh!! this is your fault" . Lmao Oh yea, i carry the mother board around in my pocket or something.. Long story short they refuse to replace phone. Called Account services "retentions and they sent me to another store telling them to replace it" I get to store they take phone apart and say... oh yea, this is a defect that effects many first generation EVO's. They gave me new phone box cables everything and i was out the door in 5 minutes! I went back to the store 437 to ask Nick "manager" why he told me he didn't have any phones when inventory states he does. Nick said "i didn't say that, i said we dont have any repair phones" WTF What is a repair phone first of all and second i assume you mean refurbished, which no store has refurbished phones!!!!! <-----My story for today Feel free to give your store # that gave you issues regarding same issue or similar!

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Glad you got it replaced, bro

dallastx said:
I walked in store 437 and informed Assistant manager "Nick" that my usb port has more than likely detached from the motherboard because it stop charging last night. I also informed him, once he finds its defective i cant wait for another phone. I need him to get one off the shelf. Nick "assistant manger informs me he doesn't have any EVO's. So tech "mike" took phone apart EVO and USB port fly's on table. Mike "tech" says...this is the problem, the port is no longer soldered on the phone. I looked at him like he was a dummy and said your exactly right, lets get me a phone. Tech says "oh!! this is your fault" . Lmao Oh yea, i carry the mother board around in my pocket or something.. Long story short they refuse to replace phone. Called Account services "retentions and they sent me to another store telling them to replace it" I get to store they take it apart the phone and say... oh yea, this is a defect that effects many first generation EVO's. THey gave me new phone box cables everything and i was out the door in 5 minutes! I went back to the store 437 to ask Nick "manager" why he told me he didn't have any phones when inventory states he does. Nick said "i didn't say that, i said we dont have any repair phones" WTF What is a repair phone first of all and second i assume you mean refurbished, which no store has refurbished phones!!!!! <-----My story for today Feel free to give your store # that gave you issues regarding same issue or similar!
Click to expand...
Click to collapse
I hear ya, I a electronics student myself. I took mine apart when it happen to me (around launch date). I was amazed how not thought out the part was. Ok i understand using surface mount components is quicker to have a robot arm placing them and then basically putting the motherboard in a oven to make all the connections its how everything is done. But not to form any plastic around to give it no where to go would have been the best thing to do.
It is the most used port and really needs to be a tad more rugged. Honestly it just sit there with space all round it and only that touches it from the case is the outer rim of the case. Only way i could have made it work would have been to hot glue the thing I ripped all the pads

Yea mine is doing this too. It charges but only if the cable is in the right position. Since its a bad esn phone I doubt ill get it replaced. Im looking for any successful stories of anyone who has fixed this on their own or even attempted it.

i assume you mean refurbished, which no store has refurbished phones!!!!!
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Click to collapse
Actually most stores carry more refurbs in stock than new ones, so customers dont have to wait to order one.

I repaired an Evo 4g with a ravaged USB port. http://forum.xda-developers.com/showthread.php?t=1110886

sgtnoodle said:
I repaired an Evo 4g with a ravaged USB port. http://forum.xda-developers.com/showthread.php?t=1110886
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You gonna keep posting the same link in different threads?
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westicle said:
You gonna keep posting the same link in different threads?
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Who cares. The link he just posted is extremely helpful. What contribution have you made that is remotely close to his?
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I worked for a Sprint tech store and a charging port coming off the motherboard is 100% not covered by the store. Chances are you called customer service off hours where the calls get directed out of the country which is why they said that they will replaced the phone for you. Basically so they can get you off the phone. Listing the names and numbers of the store that exchanged this phone for you is dangerous. You should be praising SPRINT that they were dumb enough to replaced this for you when you should have had to pay $100 or buy a new phone. PORTS BROKEN OFF THE MOTHERBOARD ARE PHYSICAL DAMAGE!!
Refurbished /reconditioned phones are what you receive when we order you replacement phones. Every service and repair store will have some of these in their inventory.

Well,just so happens I had this very problem yesterday.....took the phone in to my local store.didn't even bother to unroot..came back in a few hours,they said they couldn't fix it.but, they gave me a brand new phone.the bad things was, I was running the rooted stock OTA.on the new phone was froyo.rooted it and I am now back to rooted ginger!!!!
Sent from my PC36100 using XDA Premium App

PORTS BROKEN OFF THE MOTHERBOARD ARE PHYSICAL DAMAGE!!
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Click to collapse
Not 100% of the time. Yes, if the person dropped their phone, or treated it like crap, that is physical damage. But for most of us, who take care of our phones, and the charging port just happens to break by just plugging in a charger, that is NOT physical damage. That is a hardware failure.

I just started having this issue last night and I hope Sprint lets me get a replacement. I have insurance, so hopefully it's covered.

dallastx said:
I walked in store 437 and informed Assistant manager "Nick" that my usb port has more than likely detached from the motherboard because it stop charging last night. I also informed him, once he finds its defective i cant wait for another phone. I need him to get one off the shelf. Nick "assistant manger informs me he doesn't have any EVO's. So tech "mike" took phone apart and USB port fly's on table. Mike "tech" says...this is the problem, the port is no longer soldered on the phone. I looked at him like he was a dummy and said your exactly right, lets get me a phone. Tech says "oh!! this is your fault" . Lmao Oh yea, i carry the mother board around in my pocket or something.. Long story short they refuse to replace phone. Called Account services "retentions and they sent me to another store telling them to replace it" I get to store they take phone apart and say... oh yea, this is a defect that effects many first generation EVO's. They gave me new phone box cables everything and i was out the door in 5 minutes! I went back to the store 437 to ask Nick "manager" why he told me he didn't have any phones when inventory states he does. Nick said "i didn't say that, i said we dont have any repair phones" WTF What is a repair phone first of all and second i assume you mean refurbished, which no store has refurbished phones!!!!! <-----My story for today Feel free to give your store # that gave you issues regarding same issue or similar!
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Funny story, they played you at that first store, they were saving their nib evos for new subscribers and upgrades.
Sent from my PC36100 using XDA App

sitlet said:
Not 100% of the time. Yes, if the person dropped their phone, or treated it like crap, that is physical damage. But for most of us, who take care of our phones, and the charging port just happens to break by just plugging in a charger, that is NOT physical damage. That is a hardware failure.
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No, in Sprint's eyes, if the charging port is completely broken off the board, then its considered physical damage. I am a Sprint employee at a repair store, and we deal with this every day. If its just loose, they will normally cover it. But once they open the phone up, they determine if its just loose, or broken off the motherboard. On the other hand, it is up to the tech that you get and the manager on duty.
As far as the type of phone you get, they would normally give you a refurb, unless they are out of stock in the warehouse, then it would be a NIB.

mdrharris said:
No, in Sprint's eyes, if the charging port is completely broken off the board, then its considered physical damage. I am a Sprint employee at a repair store, and we deal with this every day. If its just loose, they will normally cover it. But once they open the phone up, they determine if its just loose, or broken off the motherboard. On the other hand, it is up to the tech that you get and the manager on duty.
As far as the type of phone you get, they would normally give you a refurb, unless they are out of stock in the warehouse, then it would be a NIB.
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Click to collapse
No, In the real world that is a global defect affecting many first gen evo's. You know what makes sprint a **** company? the fact that they dont issue a recall for faulty craftsmanship. Keep backing your sheepishly run company. Poor buisness decisions and poorly made products will inevitably be the last straw for many diligant sprint users.

Hamspiced said:
No, In the real world that is a global defect affecting many first gen evo's. You know what makes sprint a **** company? the fact that they dont issue a recall for faulty craftsmanship. Keep backing your sheepishly run company. Poor buisness decisions and poorly made products will inevitably be the last straw for many diligant sprint users.
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This
Sent from my PC36100 using XDA App

this is my issue!
mine started to come off and in trying to solder it with a very low wattage DIY kit it ended up falling off. the solder material (not sure what it's called, my dad did the soldering, he's a professional welder (although read: not in electronics!)) wouldn't stick and it kept coming off. after that my screen wont come on, although the battery has about 70% left and the phone does turn on.
is this something I can get repaired at a sprint repair store and pay a fee, like say when your screen gets messed up?
when answering above, in case it makes a difference, i'm on MetroPCS and NOT a sprint customer.

Hamspiced said:
No, In the real world that is a global defect affecting many first gen evo's. You know what makes sprint a **** company? the fact that they dont issue a recall for faulty craftsmanship. Keep backing your sheepishly run company. Poor buisness decisions and poorly made products will inevitably be the last straw for many diligant sprint users.
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Click to collapse
Wouldn't HTC issue the recall? They manufactured the phone sprint is just the carrier. Every one is quick to jump on sprint, but I see the issue being HTC's. Just my opinion...
Poop

I had a 0003 and just had it replaced about a week ago because of the USB breaking off. At the time I hadn't seen a thread with anyone mentioning this happening to them and I thought it was just me but over the last week I've seen several. When the tech opened mine up he pointed out that the moisture strip was red indicating the phone had water damage. That phone had never been remotely close to water, I'm sure it was probably due to me taking to phone in the bathroom while showering or something. I ended up calling Asurion and had a brand new 0004 at my door the next afternoon. I'd rather not have had to pay the $100 deductible but I figure I'll get that back after getting my 3D and selling this one.

chofert said:
I worked for a Sprint tech store and a charging port coming off the motherboard is 100% not covered by the store. Chances are you called customer service off hours where the calls get directed out of the country which is why they said that they will replaced the phone for you. Basically so they can get you off the phone. Listing the names and numbers of the store that exchanged this phone for you is dangerous. You should be praising SPRINT that they were dumb enough to replaced this for you when you should have had to pay $100 or buy a new phone. PORTS BROKEN OFF THE MOTHERBOARD ARE PHYSICAL DAMAGE!!
Refurbished /reconditioned phones are what you receive when we order you replacement phones. Every service and repair store will have some of these in their inventory.
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Click to collapse
Well i am glad i didn't go to your store...and if i did i would of still got it replaced at another store....And no.... i didnt speak to the Philippines or Canada. I spoke to the USA in account services..But thanks for giving us handbook rules. Now if you could post your store number so no one will ever goes there please?

Spontaneous screen defect (Hairline crack.)

As the title suggests, I have a screen defect on my Galaxy Note 2. I swear, I did not do this. I have never dropped my phone, I've had an otterbox case since I've bought it. I cherished my little gem, always put her down gently. I never threw it about, I was far beyond cautious.
Anyway, the issue happened sometime on Sunday the 2nd of December between the hours of 06:15 and 10:00am. During the early hours of a British morning; It was around -5c where I live. Before I left at 5:00am, the phone was in pristine condition. Not a single hair, speck of dust or fingerprint gleaming in the light. I had this in my pocket for the journey and came home at the mention hours, (6:15am.) I then placed my Galaxy Note 2 on my bench press bench, and went back to bed. Upon waking, to my horror; There was this monstrosity of a crack. Now, I know there are many naysayers around, "Glass just wont crack on its own, HURH," but let me tell you, it can.
As soon as I noticed this crack, I was straight on the phone to my service provider (Which is O2-UK,) and booked it in for a repair / collection. All was dandy, it was collected and arrived at the service center. Now, today - on the 4th of December 2012; They are saying that I am out of warranty. At this comment, I saw red. This is a 3 month phone, pristine condition; No marks, no bashes IMMACULATE bar the screen. I wrote out a detailed report stating what has happened but to no avail. The supposed, "Engineer" at the O2 repair center has filed the report of, "Accidental damage."
Now, in what way is that accidental damage? I CLEARLY stated what happened, I even went as far to get an Affidavit at my own expense. I then asked if I could have the engineer's report, but no. As an O2 customer, we are not allowed the filed, "Reports" that ascertain to our own property. I quoted segments of the Data protection act, as well as legislation and regulations of the Sales of Goods Act of 1979 (amended,) which clearly state that I am well within my rights. I was quoted £110 for the screen repair but hell will freeze over before I pay that.
I'm without a phone now, I can easily get it back if I pay the fees. I have wrote a formal letter, as well as an email stating that they are in fact in breach of the Sales of Goods Act, as well as the Data Protection Act. I have given them a week to reply to my letter. I am going to be seeing a solicitor in the coming days, as well as the CAB (Citizens advice bureau,) just to get support.
To reiterate this thread: I have not damaged my phone in any way. This is clearly a manufacturing defect which O2 are held responsible for, (See the Sales of Goods Act. The retailer (In this case O2,) is held liable for checking every product they sell.)
I shall keep you kind folks posted as to what happens. However, for now; I am not paying my pay monthly bill until this is sorted. As I told the O2 representative this; I was informed that I would have legal action taken against me. What do I say? Bring it on.
EDIT: https://www.youtube.com/watch?feature=player_embedded&v=dc9c5YFyovU <--- This video shows what the Galaxy Note 2 can withstand. This is my silver lining to win this case. The phone is not for the purpose of, despite what Samsung say. Win

Not taking sides, but I'll say this; a similar thing happened with my HOX but HTC sent me a brand new one. I've yet to have a problem with my Note but can only hope Samsung will be as good as HTC with returns. But for every good case you hear of a bad one.
Regardless - I feel your pain. Good luck.
BTW I bought both my OneX and my Note via O2 (yes I have 2 running redundant contracts) but I didn't go through O2 with my problems. I'd rather slam me knob in a car door.
Sent from my GT-N7100 using xda app-developers app

jetsetwilly said:
Not taking sides, but I'll say this; a similar thing happened with my HOX but HTC sent me a brand new one. I've yet to have a problem with my Note but can only hope Samsung will be as good as HTC with returns. But for every good case you hear of a bad one.
Regardless - I feel your pain. Good luck.
Sent from my GT-N7100 using xda app-developers app
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Click to collapse
Cheers man. When you drop a phone, you'd expect the screen to spider. This is not the case. It's an immaculate hairline fracture. I'm debating whether to get them to send it back to me, so I can take pictures and document it further. During this, I can get it repaired third party and charge O2. I really don't know until I get a reply. All I can say is i'm fuming.

I would focus some attention to how apple deal with hairline cracks on their handsets and ipod touch's. They can tell what is caused from a manufacturing defect and what is accidental damage.
Also ask if O2's own repair facility checked the phone or Samsung themselves. If not the later get the phone back and send it Samsung.
S.
Sent from my Samsung Note II.

Tomo1971 said:
I would focus some attention to how apple deal with hairline cracks on their handsets and ipod touch's. They can tell what is caused from a manufacturing defect and what is accidental damage.
Also ask if O2's own repair facility checked the phone or Samsung themselves. If not the later get the phone back and send it Samsung.
S.
Sent from my Samsung Note II.
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Click to collapse
It's O2's repair center that have my phone. I can't send it to Samsung, as they aren't binded by the regulations which I have described. O2 are in breach of 3 regulations, all in one day.
I have since resent another email showing the video that I posted in my edit. This video depicts the durability of the Galaxy Note 2. This alone is evidence that the device is not fit for the purpose of, which - Under the Sales of Good Act 1979 amended, I am entitled to repair / replace / refurbishment / refund FREE of charge as I, as a customer; Am not satisfied with the quality.
I must admit, as much as I hate Apple - Their procedure for repair and replacement is vastly superior than Samsung's.

I've since found out that this also falls under the EU Directive 1999/44/EC
(If a defect appears during the first six months following purchase the consumer will not have to prove the product was defective at the moment of delivery. The onus will be on the seller to prove the product was without defect. A consumer will have up to two months following the discovery of the fault to inform the seller. If a defect becomes apparent within the two, or one year, period depending on the type of goods, then the consumer has the right to choose a remedy using the following hierarchy. They can
· Demand repair or replacement within a reasonable time and without any significant inconvenience. (Free of charge repair refers to the necessary costs to bring the goods “back to conformity”)
· If this is impossible, unproportionate or cannot be done within a reasonable time or without significant inconvenience then the consumer can demand a price reduction or can rescind the contract (though not if the defect is minor)
All these rights are free of charge to the customer.)
Basically, as it's been 3 months - O2 HAVE to prove that I caused the damage, which will never happen - AS I DID NOT DO THE DAMAGE lol... I resent an email containing hundreds of links with similar devices (All Samsung ironically,) so shall see what happens. Looking optimistic now it's time for bed!

I'm not talking about the regulations though, Samsung will have the expertise to say if it's a manufacturing fault or consider it accidental damage. Why not give them a call and ask the question.
You can send the phone to an authorised Samsung repair center yourself. Get the phone back and get the details from Samsung of your nearest center.
S.
Sent from my Samsung Note II.

Tomo1971 said:
I'm not talking about the regulations though, Samsung will have the expertise to say if it's a manufacturing fault or consider it accidental damage. Why not give them a call and ask the question.
You can send the phone to an authorised Samsung repair center yourself. Get the phone back and get the details from Samsung of your nearest center.
S.
Sent from my Samsung Note II.
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Click to collapse
I'm aware that I can go directly to Samsung, however if I do; I wouldn't have a leg to stand on. I would have to prove, that it is in fact a screen defect.
Samsung themselves have stated that LCD's are not covered by warranty, and will cost to have it repaired. The amount of threads I have read regarding Samsung products and Samsung not giving a damn astounds me.
Anyway, as I've stated, my issue at hand is with O2, who are the retailer. It is their job to ensure that all products which are sold via them, don't have any deficiencies. Now, we all know that retailers don't inspect their products - hence the reason why they usually repair / replace straight away.
The O2 repair center, as far as I believe - have contracts with manufacturers and follow their guidelines as to what can be repaired under warranty.
I'm being pedantic and doing this by the book. I will not let myself get bullied in to submission. The majority of customer's don't want the hassle, they're also unaware of their statutory rights.
I appreciate what you're suggesting, however in my case - going straight to Samsung is a bad move.

I've since emailed the CEO, CFO and COO of O2 UK. I figured why stop at the boss? I shall await further contact and shall keep this thread updated.

Suicidal Chicken said:
I've since emailed the CEO, CFO and COO of O2 UK. I figured why stop at the boss? I shall await further contact and shall keep this thread updated.
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I too have been experiencing same issue as Op. no physical damage no abuse on my part (phone is literally 6 days old at this point). Taking it to my carrier seems hopeless so I called Samsung and they gave me waybill and incident report. Contmplating sending to them now or just fix on own, as I have seen Siii owners do with removing just the glass.
What you guys think?

jay_droid said:
I too have been experiencing same issue as Op. no physical damage no abuse on my part (phone is literally 6 days old at this point). Taking it to my carrier seems hopeless so I called Samsung and they gave me waybill and incident report. Contmplating sending to them now or just fix on own, as I have seen Siii owners do with removing just the glass.
What you guys think?
Click to expand...
Click to collapse
Get in touch with your provider's CEO. Seriously, the higher you go; the better your experience shall be.

Sounds like a fault in the glass from the start, the pressure of touch on the screen over time has caused the minute fracture to enlarge.
You'd be hard pressed to cause it to do that from dropping it, dropping something on it, flexing it etc. - in those cases I would assume it to just spider.
Does the Otterbox have a rigid front cover? If so, any possibility it could have applied pressure unevenly?

kempas said:
Sounds like a fault in the glass from the start, the pressure of touch on the screen over time has caused the minute fracture to enlarge.
You'd be hard pressed to cause it to do that from dropping it, dropping something on it, flexing it etc. - in those cases I would assume it to just spider.
Does the Otterbox have a rigid front cover? If so, any possibility it could have applied pressure unevenly?
Click to expand...
Click to collapse
My friend has emailed me pictures of when he dropped his Galaxy Note 2. There is spidering all over the screen as well as impact damage.
We know this to be true, I just hope the CEO's assistant can kick some ass.
The otterbox doesn't apply much pressure at all, there's no way that could cause the crack even if it had a vice grip. I'm just waiting patiently.

Suicidal Chicken said:
Get in touch with your provider's CEO. Seriously, the higher you go; the better your experience shall be.
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Click to collapse
Here's the thing I work for my provider in another department separate to mobile. I don't think going that far is gonna go over well
Sent from my SGH-I317M using xda app-developers app

jay_droid said:
Here's the thing I work for my provider in another department separate to mobile. I don't think going that far is gonna go over well
Sent from my SGH-I317M using xda app-developers app
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Haha, oh **** man. I really don't know what to suggest. I would still say getting in contact with the CEO as a customer would get you somewhere. Despite the fact that you're an employee of your service provider,

Hi ,
O2 quoted £110 for a repaire. Are you aware if that was the actual replacement of the front glass or just a fix? Due to me recently cracking the front glass on my note 2 I have to send it to samsung to have it repaired and fixed and cwnt find a clesr answer as to how nuch they will charge. Down to your issue its poor customer service on o2's part. From what you have said they will be forced to show you the information unless of course they have t&c's in their contract agreements. But to be fair I used to work for Orange and they would issue copies of the repair reports as far as I am aware.
I hope you get the resolution your looking for .
J
Sent from my GT-N7100 using xda app-developers app

jordanprudent said:
Hi ,
O2 quoted £110 for a repaire. Are you aware if that was the actual replacement of the front glass or just a fix? Due to me recently cracking the front glass on my note 2 I have to send it to samsung to have it repaired and fixed and cwnt find a clesr answer as to how nuch they will charge. Down to your issue its poor customer service on o2's part. From what you have said they will be forced to show you the information unless of course they have t&c's in their contract agreements. But to be fair I used to work for Orange and they would issue copies of the repair reports as far as I am aware.
I hope you get the resolution your looking for .
J
Sent from my GT-N7100 using xda app-developers app
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Hey man. I don't know at all, I've not been told anything regarding what needs replaced or repaired. I imagine that it'll be the whole Glass, LCD and Digitiser replacement as their "engineer's" are pretty incompetent. I've checked the T&C over and over again, there's nothing that says i'm not entitled to reports, even if there was - Under the Data Protection Act I'm entitled to it. It's been a whole f*ck up and I woke up today, with the feeling of, "F*ck it;" You know? I'm only still fighting as it's principle.

Suicidal Chicken said:
Hey man. I don't know at all, I've not been told anything regarding what needs replaced or repaired. I imagine that it'll be the whole Glass, LCD and Digitiser replacement as their "engineer's" are pretty incompetent. I've checked the T&C over and over again, there's nothing that says i'm not entitled to reports, even if there was - Under the Data Protection Act I'm entitled to it. It's been a whole f*ck up and I woke up today, with the feeling of, "F*ck it;" You know? I'm only still fighting as it's principle.
Click to expand...
Click to collapse
Fight till the end. Mother ****ers!
Sent from my Note II using Tapatalk

Do you have any pictures of the crack? I only ask as I have had a VERY similar thing happen to my Note 2 also from O2. My defect (because that's what it is, I haven't caused this, haven't dropped it etc) looks like a smudge in the bottom right hand corner of the screen and if you wipe with a cloth it seems to disappear. But if you wipe the screen with a wet finger you can clearly see what appears to be a single hairline crack from the edge of the screen across the corner of the phone to the home button. 1 hairline crack. Now you can't feel this crack with your fingernail and you cannot see it with the screen on. It's almost like there is a smudge under the screen but if you wipe it enough with a cloth it does disappear (it's very strange). Most people can't even notice it I have to point it out to them.
I did contemplate sending it back to buymobilephones.net under their 30 day warranty but I've heard horror stories of phones going missing, getting a refurbed one back that was worse than the one they sent or them saying I've done it and charging me for repair etc. I've decided to live with it and if it gets any worse I'll claim on my insurance. I'm just curious to see if it's a similar issue to what you have.
I'll try and take a picture but tbh I don't think you'd be able to see anything as it's hard enough when looking directly at it. But I know it's there, and that annoys me slightly.

quertiy said:
Fight till the end. Mother ****ers!
Sent from my Note II using Tapatalk
Click to expand...
Click to collapse
Hell yea brother!
iouk said:
Do you have any pictures of the crack? I only ask as I have had a VERY similar thing happen to my Note 2 also from O2. My defect (because that's what it is, I haven't caused this, haven't dropped it etc) looks like a smudge in the bottom right hand corner of the screen and if you wipe with a cloth it seems to disappear. But if you wipe the screen with a wet finger you can clearly see what appears to be a single hairline crack from the edge of the screen across the corner of the phone to the home button. 1 hairline crack. Now you can't feel this crack with your fingernail and you cannot see it with the screen on. It's almost like there is a smudge under the screen but if you wipe it enough with a cloth it does disappear (it's very strange). Most people can't even notice it I have to point it out to them.
I did contemplate sending it back to buymobilephones.net under their 30 day warranty but I've heard horror stories of phones going missing, getting a refurbed one back that was worse than the one they sent or them saying I've done it and charging me for repair etc. I've decided to live with it and if it gets any worse I'll claim on my insurance. I'm just curious to see if it's a similar issue to what you have.
I'll try and take a picture but tbh I don't think you'd be able to see anything as it's hard enough when looking directly at it. But I know it's there, and that annoys me slightly.
Click to expand...
Click to collapse
Sorry mate I don't have a picture. I too couldn't feel it with my nails. I had an email arrive yesterday but was since "returned" with the message, "Sorry, I did not mean to send this email." I was left in state of confusion and contempt, to which I replied with a single word - "What?!"

Crack on my screen

I have had my Note 3 for approx 2 weeks and I take great care of my devices and I have not had any fall or dropped my phone and carry it in my pocket with no other items eg keys etc.
I have just discovered a crack of the screen glass which runs form edge to edge in the top right corner by the front facing camera, what is even more baffling is that yesterday I placed a protective silicon case on the phone and there clearly has not been any impact but looks more like a stress crack. The case is a standard case that fits snugly but is not overtight.
As you can imagine I am seriously annoyed about this on a £600 phone and I really do not have the time to mess around with repairs, loan phones etc
Is there anybody else this has happened to?
Any advice suggestions do I contact Samsung or my Carrier which is O2 in the UK or general advice how best to deal with this.

Not had the screen crack but bottom right corner centre curve mine developed a tiny hairline split in the plastic didn't show on the outer edge or top face but if you looked on an angle in good light you could see it, also there was a gap on that corner very slight between the glass and fake plastic chrome. I ran a Stanley blade tip around the gap and it closed and the hair line crack isn't visible. My wife had the S3 before getting my mint titanium N2. The S3 also suffered from expansion contraction cracks in the fake aluminium banding, maybe due to the extreme temps here in Spain. I still think all the 5 minute reviewers were talking crap about the N2 plastic build quality, my old N2 still looks like new. I also hate the raised rim on the N3. The Note 2 felt edge less, very nice when swiping from the edge of the screen. The Note 3 feels like your playing inside a sand pit. The reason I bought the N2 titanium was soley because it didn't have the fake chrome. Any colour banding would have better than chrome, a gun metal like the N2 titanium would have been so much more premium looking.
Sent from my GT-N5110 using XDA Premium 4 mobile app

An update on this I have been to the O2 store twice now and they refuse point blank to replace the phone even though I am within the 14 day return window according to their TCs.
The manager at the store states that they cannot accept damaged phones I have now also noticed a rattle in the phone as previously stated the phone has not been dropped or subjected to any trauma and the casing is in pristine condiition. It should be obvious to anybody examining the phone that it has not been dropped or knocked as there would at least be some evidence of this on the external casing.
So now I am going to go through O2 complaints procedure and also contact Samsung to see if they can offer a resolution.
Any other advice that anyone can offer will be gratefully received.

waisal said:
An update on this I have been to the O2 store twice now and they refuse point blank to replace the phone even though I am within the 14 day return window according to their TCs.
The manager at the store states that they cannot accept damaged phones I have now also noticed a rattle in the phone as previously stated the phone has not been dropped or subjected to any trauma and the casing is in pristine condiition. It should be obvious to anybody examining the phone that it has not been dropped or knocked as there would at least be some evidence of this on the external casing.
So now I am going to go through O2 complaints procedure and also contact Samsung to see if they can offer a resolution.
Any other advice that anyone can offer will be gratefully received.
Click to expand...
Click to collapse
From your initial post, you have already stated you don't have time to deal with loaners etc... so I feel your pain! The problem is shoddy workmanship on the device. I have had a few friends with similar problems noticed within a week after purchasing the device. Fortunately, they had a good relationship with their mobile reseller so their devices were swapped out and the mobile reseller has a lot of pull with Samsung since they buy lots of product. Samsung does not wish to lose their retailer support so will assist with a vendor return (RMA) versus the general consumer.
My only suggestion is to try to deal with the store directly as you have done previously. If the manager is unwilling to be empathetic towards your situation, ask them who the regional or territory manager is for the store and request for their information. If they refuse to provide this or you do not get the results you were hoping for, I would communicate with Samsung directly and explain the situation. Mention you do not take kindly to paying "X" amount for a phone only to encounter this type of situation. Explain as a consumer, you must follow the retail policies when situations happen but it's these retailers who represent Samsung and their product lineup to the consumer worldwide. Ask what they can do for you directly as you have no support through the retail channels representing their brand.
I'm sure they will do something and if not through the front-line channels of customer support, ask to speak with a manager or team leader. If this gets you nowhere, on principle, I would buy a new device and would escalate the matter to Samsung headquarters directly through a letter sent by courier with signature required so you have proof of acceptance. If you do not get a response within a timely fashion, file a small claims writ and take Samsung to court on this basis. Most likely, they would simply send you a refund as court costs for them would far exceed the cost of device replacement or refund. A judgement in your favor or out of court settlement would be based on 100% proof the damage was not user initiated but instead, a factory defect.
Hope this helps!

Further update spoken with both O2 customer services and also Samsung who directed me to take it to their approved repair centre locally (run by a third party but branded Samsung) for inspection. I drove to this centre where one of the technicians took a look and said we cannot repair this as the screen is cracked. I restated that it is obvious from the condition of the phone it has not been misused and asked to speak to the manager who said that Samsung will not authorise any warranty repair for a damaged screen and I would need to contact them again.
This is what I did and they sent a reply paid jiffy bag to send to their inhouse repair centre and today I have received a reply stating that I will have to pay for the repair as the warranty does not cover physical damage. I am massively frustrated and disillusioned by this as neither Samsung or O2 want to take responsibility for this and I am struggling to Know what to do next.

To be fair, they have to protect themselves. If any customer who dropped a phone (not saying you did) could get a refund, they would either go broke, or have to charge us all a lot more.
Their conditions assume that some trauma occurred, but your situation appears to be the < 1% of situations where the fault is caused by a manufacturing fault, not user abuse. You only way is to 'prove' that no user abuse has occurred. As you say, the pristine nature of the shell does back that up, and the fact is that such faults can and will occur.
Only one thing may be important as well: is the silicon case very tight? I am thinking that if it is, that stress could have caused an existing flaw in the glass to extend into a fracture. Again, proving it is next to impossible, but I would keep going up the chain until they accept it, but keep calm and polite. Eventually they will give in, I suspect.

Very true about phones that get damaged by misuse and drops etc. I have again spoke to Samsung customer services and restated everything but seem to be going round in circles so I have pursued a formal complaint and will be sending in photos. Also will look to get a independent inspection report but as you say I will probably have to prove that misuse did not occur as they do need to protect themselves but as one of the unfortunates with a damaged screen not due to physical trauma or misuse it leaves me with an extermely poor view of Samsung and certainly as a consumer will look to other manaufacturers from now on.