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.
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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.
Related
I wonder if I can interest anyone on this forum about a curious warranty situation. Also I hope I'm not outside the forum regulations on this general call for help. I would greatly appreciate any advice from people who faced similar circumstances.
The Story:
Following a botched repair attempt, I recently Googled around one of Samsung Electronics' warranty sidekick by the name of Anovo. Judging by the many terrible experiences people are having with them, I wish I had researched better before sending off my device. Then again you don't expect a reputable company to send you to the 'dogs'. Anovo honestly are not doing Samsung any 'service' either.
Anyone will know the top end Galaxy Note and the market value to be in the range £400-£500. The second hand value given any damage arguably around £200. I'm guessing this, based on the price of a working screen/digitiser.
Well I sent mine in for repair on 1st June 2012. I had just returned from holiday. The phone had been exposed to the very hot and sweaty conditions of my shirt pocket for several days. After reporting the phone as not powering and dead to warranty department, amazingly, that evening it suddenly came to life. I reported the change of circumstances immediately on their warranty number. I was surprised how courteous and welcoming the customer support rep was. I then used the device for 3 days all features working except main camera and stylus. Even battery consumption was the same. Why 3 days? I was in waiting for the envelope to arrive. I began to wonder if I should actually send it in or sell it. Optimistically I took a split decision to hand it in, hoping that Samsung repairs may correct what I thought in their eyes might be a very simple issue.
Cut a long story short, the phone came back completely dead again. The explanation... the phone is not covered under warranty due to water damage. OK let's say we accept the phone had water penetration given the conditions it was in, can anyone spot the strangeness?
Great! I hope anyone reading can appreciate a repair company is actually supposed to fix/return and not break items. Even if one were to argue 'well in the course of fixing something there is every possibility it can get worse'.
Surely this is why companies take out insurance and accept their liabilities. If it was working when it reached the repair desk, surely it should be returned to me in the same state it was sent?
Furthermore, I could not find any warranty terms and conditions to state that if in the repair process my phone failed, they would remove themselves from blame.
After having returned it to Anovo a second time with the same excuse yesterday, I really don't have much other options except legal. Anovo the shoddy firm that Samsung uses to repair the phones is going to return the item ...dead. The main thing they refuse to admit or discuss... if the engineer took notes that the item was working prior to opening it up.
In the meantime I will do my very best to let others know of the austerity measures others may experience when they return their part working phone under warranty.
PLEASE BEWARE SAMSUNG REPAIR PARTNERS MAY RETURN YOUR PHONE AS COMPLETELY DEAD IF THEY CANT FIX IT OR IF IT FAILS WARRANTY
Any independent comments or advice welcome. Am I justified in my expectation or not?
Unfortunately this "water damage" mallarchy (which I'm pretty certain was all started by apple with the iphone) is pretty standard practice now for most companies. I believe they have litmus strips within the phone which discolour when water gets to a dangerous level, but how accurate they are is anyone's guess.
I know I take my phone into the bathroom when I have a bath to listen to music and sing innapropriately and on more than one occasion I've taken the battery out days later to find worrying amounts of moisture collecting internally. Maybe I've just been lucky.
It does seem a little suspect that they return it completely unworking, and yes, I would definitely get back to them stating that they've sent it back worse off than when you sent it in. If you're in uk, it may be worth having a chat with citizens advice bureau. I find them incredibly persuasive for things like this.
All the best mate, hope you get something resolved satisfactorily.
Sent from my Paranoid Android GT-N7000. It doesn't get much better than this!
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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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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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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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?
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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?
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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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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.
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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
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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.
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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?!"
The Phone is great...until its not. Unfortunately, i was unlucky enough to have a problematic digitizer, this issue is an issue that a lot of users have, a small search on the net will enlighten you about how many, so i decided to send
At the begining of May, the weather gets warm here in Greece, and i had the bad luck of having an OPO with TPK Digitizer which led me to the well known Ghost Touch Issues. So i filled an RMA ticket, and waited for their reply.
They replied the next, day, and they asked me to follow their routine. Flash this, Factory Reset, Flash that. Took us about 5-10 steps of flashing and reseting etc and another 8 days for them to say that i am eligible for RMA. So they asked me to fill some paperwork, which i did and then asked me to wait for DHL to call me and arrange the pickup. DHL never called me, so to make the long story short, i tried to fill the paperwork 4-5 times and follow the proceedure. OP service was completely unable to help me. They kept posting the same automated replies again and again and again even if i was stating the whole time that i did all those quite a lot of times already. It seemed like a robotic answer to me. At the end of August, i realized that it was completely impossible to have the issue resolved through OP service, and i tried to find other solutions, so i sent a message to HandTec which is the company that takes care of the service. They replied immediately and they arranged the pickup the very same day. So my guess is that OPO support didn't even tried to contact them and asking them to resolve my issue, for more than 3 monthns and countless messages we exchanged almost daily with the support team.Also, some of the messages they sent me, was asking me to follow the wrong procedure to send the phone, a procedure that was for specific countries in the list of which my country was absent.
I packed my phone as requested and sent it to HandTec headquarters where it took them some days to inspect. At the first stage of inspection, they found water damage, and here is where the real thing begins.As most of you, i guess you treat your phone like a baby, so do i. It was in a protective case since day one, and had a screen protector on since day one. Also, i don't have any memory of my phone getting caught in a wet situation or something. The only thing that comes into my mind, is some drop of sweat or something baste into the headphone mini jack and then further in which is not so extreme case of usage.
http://imgur.com/gallery/8Ys07Vn/new
So they sent me this picture as proof that my phone was damaged by liquid. Even though my technical knowledge is good, I cannot see any damage caused from liquid or any sign of liquid leftovers in this picture.All I see is the motherboard of OPO. The only think that might indicate water damage, is this little square dot on the top left of the motherboard. A dot that is next to the 3.5mm Headphone jack. This dot is placed there and its very sensitive to humidity, so it turns red for no reason, even if the phone is not damaged practicaly, and thats a good cunning way to void your guarantee and save the company a lot of money against its customers. Note that I asked them if this red dot there is a water damage indicator and I never got an answer.
14 days after they received my device, they asked me to either pay 220€ in order to change the whole motherboard ( for no reason since the device works perfectly besides the faulty digitizer) or to pay them back 52€ for courier services which makes absolutely no sense since the motherboard and all its components are working flawlessly and the only problem is in the digitizer.
In general, I am without a proper phone to work with for 4months and 2 days or 17 weeks and 6 days or 0.34 years or 2990 hours or 180.000 minutes thanks to their absolutely rediculus support, in addition, I will have to pay another 52€ because OPO has absolutely no water shielding and in addition it is prone to water damage but at the same time they didn't proved to me that the phone indeed has some water damage.
My conclusion is that I will never put another euro on this company since I feel that I am victim of a fraud here. I used my phone as every other user, and ended up with a faulty device +52€ and another four months of no usage due to very poor support.Also, I am not the only case. The internet is full of similar cases and some are even worse and provocative than mine.
I feel your pain.
I'm in the middle of exactly the same process in the UK.
They sent me the same photo as "Proof" the phone was water damaged. Never been near water, just a way of scamming more money out of people.
Never Settle. Never Again.
Yeah, Oneplus does not have great customer support at all. Seems like they don't care for the customer after you receive your phone.
Hi All,
Being the hilarious guy that I am, I decided that it would be a good idea to jump out and scare the [email protected]#% out of my little sister whilst outside.
Of course she throws her hands up in the air, subsequently knocking the phone out of my hand. Case (led view that doesn't light up anymore) immediately separated from the phone and the screen landed face first on the concrete. Followed shortly by a "that's what you get for scaring me".
Few scratches around the center of the screen but the main issue is the bottom right corner just below the back button. Seems to have taken the brunt of the impact. So missing a chunk with cracks running along and it's already driving me mad.
I'm assuming that some of you may also have creative ways to smash your screens, so what's the best bet with getting this repaired? Any ideas on cost? I'm assuming just a screen replacement.
Cheers!
Funnily enough mine lost a chip and then cracked in exactly the same place - from a drop of less than 2ft Fortunately mine was covered by insurance and I got a replacement phone. In the UK I believe the cost of replacing the glass is in the upper £200s as the screen needs to be replaced as well as the glass because they are bonded together...
I've gotten quotes ranging from $200-$450 .. but not sure where to even begin with finding a reliable source to get the screen replaced. Starting to think this whole curved screen thing was a bad idea.
First phone I've ever accidentally damaged. I'd thought the cost would be around £200 but I've no idea where to look to sort this either. What a pain!
mmotti said:
First phone I've ever accidentally damaged. I'd thought the cost would be around £200 but I've no idea where to look to sort this either. What a pain!
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You must have a local mobile repair shop, look in town centres or markets
I recommend UBREAKIFIX..they have lots of stores in the US..the phone is still fairly new and repairs are not supported by many third party companies..I recently got mine changed ..brand new but its quite expensive ($409) but I got the phone back in about 4 days and it's brand new again. ��Your only other option is calling Samsug directly for repairs if your warranty is active.
cracked my screen too am currently fighting with samsung US to have it fixed, it's crazy they first told me that they can't do it (since it's the international variant not sold in the US, "parts are different and they don't have the right ones" though I doubt the screens are different). Then another said that they should be able to fix it and since then I keep sending them paperwork that they request to see if they even can fix it but they never receive it... A bit frustrating experience...
One option is to sign up for Samsung's phone cover and then send it to them for repair, OR, just have Samsung repair , I think the cost is 275 - i.e. assuming its a US phone, and not an "Out of Region" one - in whic case, you're SoL. I bought mine on Amazon from a seller who advertised "International Warranty" - which I assumed meant global warranty. After dropping my phone and cracking the screen, I found out International meant, sending the phone away internationally to the region it came from. Samsung US refused to repair "out of region". My phone was, of all places, from Egypt - which worked out beautfully for me, had a clleague from Cairo who was going back for vacation. Sent it back wiht him, and got the phone back, as good as new for a US$ equivalent cost of US$284. A massive f**k up, but I paid 700 for the phone, so, still not bad.
Will is still be waterproof after screen replacement, I'm hearing it won't be unless repaired by Samsung themselves.
Get flat screen next time. More easy to repair and cheap to repair.
Like galaxy S7 normal not edge
Lesson learned dont scare ur sister karma is a *****
TraumaTiger said:
Will is still be waterproof after screen replacement, I'm hearing it won't be unless repaired by Samsung themselves.
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As far as I know the IP rating comes about by coating internal parts rather than preventing water ingress via sealing, so the phone should still be resilient (note, I didn't use the word 'waterproof' ... before or after a screen replacement).
I don't think Samsung warrant any damage by water anyhow so its a moot point.
Lesson ... don't take it under water!
See the following link - AT&T/Samsung have (finally) officially acknowledged a correlation between minimal water exposure and device failure. To the extent that they (AT&T) will replace under warranty from Samsung https://www.att.com/esupport/article.html#!/wireless/KM1114489?partner=LinkShare&siteId=JAF5WzpxbKM-Jj6AIrBnJkQWFIlF54ZC9w
Just posting as a courtesy, in case anyone has had to undergo the nightmare that is customer service from either side. I read several cases documented on AT&T forums as well as a Consumer Reports article.
Note - this phone may have the rating, but it does not hold up to the standard. Not even close. Don't get it wet.
It's also worth noting the Samsung directly touts this as a feature, specifically on the S7 Active: here
at our local ATT store, they had a cute little displa of hte S7 active and when you pushed a button, it would flood the device in the box. did all but the very top of the phone. Sounds to me like they feel it is water proof.
pickupman66 said:
at our local ATT store, they had a cute little displa of hte S7 active and when you pushed a button, it would flood the device in the box. did all but the very top of the phone. Sounds to me like they feel it is water proof.
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I saw this, too, when I went into a store yesterday to get a better idea of the look and feel of the device. I don't own it yet (it is arriving today as a warranty replacement for another device of mine that died), but it's pretty clear there are one or more batches that don't even come close to the water-resistance rating they advertise.
Also, it would make sense that the demo model in the store only fills to a point. Most scenarios I've read about involved a "splash near a pool" or the like. After which, the camera lens was visibly affected by water, and subsequently (presumably by entry through the top somehow) the screen would exhibit green lines, shorting, or just go black.
Im anxious to see how well it works. I have the S5 currently. I have dropped it 4 feed deep in the river, used it while sitting in the hot tub, held it under water in the creek to take photos, dropped it face down in the mud (first week I had it) and many other damp situations. never had a single issue with mine. my wife had the HTC M8 for 2 years and she left it on the porch and the sprinkler soaked it. She is also a swim coach and is around the pool every day. I sure hope this one is as good as my S5 in the water.
My less than a month old S4A spent over 45 minutes on the ocean floor in 5-6 feet of water while we frantically searched for it. Never had a single problem with it until I dropped it face down on a rock garden and smashed the glass. My S5A performed flawlessly for me through all kinds of wet adventures. I expect the fully sealed S7A to do equally as well.
All actives manufactured after they "fixed" the manufacturing issue should be rated correctly. The rest of the us are basically rolling the dice until it gets water logged. Sucks that they won't do a warranty exchange for those who already bought the phone. God forbid, ours get water damaged right after the warranty period... lol
I must admit I had high expectations for the durability and impervious nature of the device, given that I've never sought an Active model in the past. I personally won't be putting it to the test, as my lifestyle isn't demanding of a rugged phone, but to have the forewarning is a relief.
So if i didnt purchase the s7 active directly from att i will not be able to get a replacement?
Probably not from Att but you may get lucky with Samsung
diego97yey said:
So if i didnt purchase the s7 active directly from att i will not be able to get a replacement?
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If you didn't purchase the device from AT&T or an authorized dealer, then you would not be eligible for a warranty replacement directly through AT&T.
You can get lucky. Most of the times I did warranty for tech devices, the companies never did ask for proof of purchase even though they state it's a requirement. Doesn't hurt to try if you need to.
OK, so I just went through heck today while trying to get my S7A replaced at ATT today. None of the representatives I spoke to (8 of them) had heard of the memo and were all accusing me of trying to scam them and told me to directly contact Samsung. Finally I reached an intelligent rep who called the store and demanded they swap my phone out in the store (a device service center store). Here is the internal memo number that will point other clueless Att reps to the correct information and hopefully make your process much more painless. Internal Memo #493258 . They will know what that means.
Sent from my SAMSUNG-SM-G891A using XDA-Developers mobile app
bugity said:
OK, so I just went through heck today while trying to get my S7A replaced at ATT today. None of the representatives I spoke to (8 of them) had heard of the memo and were all accusing me of trying to scam them and told me to directly contact Samsung. Finally I reached an intelligent rep who called the store and demanded they swap my phone out in the store (a device service center store). Here is the internal memo number that will point other clueless Att reps to the correct information and hopefully make your process much more painless. Internal Memo #493258 . They will know what that means.
Sent from my SAMSUNG-SM-G891A using XDA-Developers mobile app
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Thanks for posting. It's a shame the communication internally is so terrible. Though, even without this, one need only point them to the document hosted on the customer-facing AT&T site that directly promises this (assuming a failed device from water damage).
disturbd1 said:
Thanks for posting. It's a shame the communication internally is so terrible. Though, even without this, one need only point them to the document hosted on the customer-facing AT&T site that directly promises this (assuming a failed device from water damage).
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I actually pulled the website up in the store but to them they interpreted "Samsung is offering a warranty exchange for customers who have experienced water damage issues with their Galaxy S7 active. Learn how to exchange your device." As let Samsung deal with it, not us. Believe me, that was the first thing I did haha
Sent from my SAMSUNG-SM-G891A using XDA-Developers mobile app