Hey fellow 7.7 owners,
I just received my RMA authorization from Negri Electronics this afternoon after sending several emails back and forth with their support staff. Bad news I'm afraid...They have said that the turn around time AFTER they receive my tablet in their warehouse will be 3-4 weeks!! This all started shortly after I received my tablet in the mail from them on February 7th. I was happy and content with my purchase and only found one dead pixel at first glance in the upper middle portion of my screen that was visible with any white or lighter background and shows up as a black or red dead pixel at pretty much any screen. So after discovering this one obvious dead pixel I downloaded the Screen Test app from the Android market and discovered that in actuality I have 6 dead pixels all around the screen depending on the background color. The obvious one at the top (can see in almost any app such as the browser, email and so on), two on a blue screen, and finally three on a red screen. As you can imagine I was stunned to find so many pixels that are bad on such a new tablet and with such a gorgeous screen! I have taken pictures of all the bad pixels with my camera and sent those along to Negri with one of my support emails. In addition to these bad pixels I also have the issue with the dark circles that I can only assume come from the manufacturing process when the suction cups are holding the screen in place for assembly. There are also lighter grey streaks at the low brightness level with a black background that can be viewed during the night when there is no ambient light in the room, like when reading or viewing the screen during transition for animations. I believe others have also mentioned the flickering that can be seen with a darker blue background (possibly other dark colors) on the tablet, It reminds me of the older CRT monitors or old tube TV's when they are refreshing the image. I can see this "flickering or streaking" quite easily at night while viewing images in bed or watching a movie with a blue background.
So I guess after all my detailed nitpicking my question for you all would be what would you do in this situation? I really do love this tablet and the form factor. Besides these issues that I have experienced on my tablet I have absolutely enjoyed using the tablet every day Iv'e had it. I just feel like for $550+ investment I shouldn't have to deal with so many display issues when that is the very reason I spent so much more on this tablet in the first place. I also appreciate Negri reaching out and attempting to resolve the issue but with the correspondence I have had thus far and having attached the RMA info I received today below can't be sure what kind of service or replacement I may get and then I will be without my tablet for at least a month! I really wish I could deal directly with Samsung USA and get my unit replaced by them but completely understand why that is not possible at this time. I'm guessing they are giving a 3-4 week turn around back to them because the Samsung Repair Facility is most likely overseas, either in Hong Kong or possibly the UK? Not sure about that one. I wouldn't think that the 7.7 could be repaired or replaced by any Samsung facility here in the US yet. Anyway, any suggestions or ideas you guys my have would be appreciated.
Thanks!
Hello,
Thank you for contacting Negri Electronics. We received your RMA request in regards to this unit. We will need to have the unit in the warehouse in order to complete the evaluation. We received your reports in regards to the dead pixels and in this case the unit will need to be sent into the Samsung repair facility. We will need to complete the brief evaluation once the unit arrives. Then we can proceed with the repair process. If you have any questions feel free to contact us. Thank you.
Negri Electronics Repairs
Please read this carefully before you return any merchandise!
(Failure to follow directions may result in a restocking fee) This rma will be valid for 2 weeks after its issuance
Please read carefully our store policies. Your item may be subject to a restock fee.
http://negrielectronics.com/policies/
For more efficient service, please print out this email and provide the following information:
*****Repair turnaround time is 3-4 weeks once we receive the unit*****
*****SEND BACK THE UNIT, BATTERY, BATTERY COVER, AND CHARGER*****
*Update March 2nd*
^ Above was the original estimate assuming that I would be requesting a repair through Negri by Samsung for the defective screen. Since we found that I had more than 6 Dead Pixels we processed the return as an exchange for a new tablet and I have had my RMA approved today and the replacement is in transit. I wanted to be clear that Negri provided excellent customer service to me and processed my return very professionally.
I too sent my Gtab 7.7 back to Negri for issues with Grey discoloration. I called today making sure they received my unit, they confirmed they got it Thursday. I asked about the supposed 10-12 days for evaluation and the rep thought with my issue they should have an answer next week.
On my RMA i requested a Exchange not repair. If they tell me turn around to get my exchange is gonna take 3-4 weeks. I will ask for just a refund, as i would suggest to you. I also suggest you call and see instead of them repairing your unit, maybe ask for an exchange. I hope they don't try and tell me they want to send it off and not exchange...I have a feeling they might try this.
I'll respond back on Monday, see what they tell me.
That sounds like a very long turn around period, maybe you should get your money back and just wait for local stocks to arrive?
Also since you mentioned that you notice flicker, Im wondering whats causing this on OLEDs, one of the 7.7's I tried yesterday showed a very visible flicker when displaying the green screen test or the screen shot of the green screen test in the gallery.
Thanks for the responses...
Hey guys,
Thanks for your input. I have replied back to the RMA request with my intention to exchange preferably or refund if that is not possible. I really do not want to wait a month to have the unit repaired when I have so many issues with the screen and then not be sure what kind of condition the tablet would be in when I get the replacement. I wish I could just deal with the issues but there are so many it seems on my screen I can't look past them when I think how much I paid for the 7.7 in the first place. Guess we shall see what happens now.
Kyle
Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium
This is the usual problem with purchasing goods that are not officially distributed in your country yet... I tried n the past and I won't again
I love the 7.7 but will wait for it to be distributed in the US (And hopefully ICS will be around the corner at that time)
Thank You
Thank you all for your comments.
The process does take time because we need to work with the manufacturer who manufactured the "defective" product. Their timeline is longer than ours, however we have direct contact with most. So returning to us and having us to the leg-work would be better than the customer going directly to the manufacture. Going directly with the manufacture can take 10-12 weeks as we have experienced in the past. We do our best to provide a quick turn around time for you - however we can only promise you what we are promised by the manufacturer.
Please understand that we do not manufacture these items. Many RMA's come through "demanding" replacements and fast service. We always do our best, but ask that you always treat us with respect (unrelated to the above posts) - and understand that issues such as these are not our fault, but we will do our best to make sure you are satisfied with the results.
Negri has good customer service. But regarding the dead pixel issue, i have better experience with Expansys where they simply ship out a replacement once the defective one is received and confirmed. Then they will deal with the manufacturing for the faulty unit. Not to say one vendor is better than another in general, but to point out different vendor has different policy and way of handling these kind of things.
kflanegan said:
Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium
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I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.
aaronv20 said:
I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.
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Thanks for the update Aaron! My tablet is in transit and scheduled for delivery on Monday. I'm hoping for a 1-2 week turn around. I'm having withdraws already... ;-) I too am hoping for a new exchange foremost and a refund otherwise so I can decide what to do next. Good luck with your return. Keep us updated...
Sent from my Galaxy Nexus using xda premium
I got the results of my evaluation...
Hello,
Thank you for your patience in regards to your RMA. At this time the RMA evaluation has been completed on your unit. Our team has evaluated your unit extensively to see if they can find the display issue. After testing the unit our RMA team was unable to notice any grayish streaking on the display. They advised us that they tested the unit on "0" brightness and with the white background, both landscape and portrait mode and were not able to see any defect. They also advise us they had to create a customer background to ensure there was no defect. Again, no defect was noticed with the display. These are Super Amoled displays and will be noticeable to see any streaking on the display, as you stated on the lowest brightness levels. We did receive notification from our customer service representatives that you would like a refund on this unit, in this case we can proceed with a refund minus a 12% re-stoking fee based on the usage and time out. This will be the minimal re-stocking fee that can be applied towards this refund. We can also have this unit shipped back to you at no additional costs. Please review these details and contact us on how you would like to proceed. Thank you.
Well 12% is around $75.00 and since after shoping around i cant find anything to match this wonderful tablet, Im gonna keep it.
Looks like im gonna have to settle at never turning my brightness completely down.
good luck KFLAN!
aaronv20 said:
I got the results of my evaluation...
Well 12% is around $75.00 and since after shopping around I can't find anything to match this wonderful tablet, I'm gonna keep it.
Looks like I'm gonna have to settle at never turning my brightness completely down.
good luck KFLAN!
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Thanks Aaron for your evaluation results, also sorry to hear that you won't be receiving a replacement unit for your issues. My 7.7 arrived this morning at their warehouse so I hope to hear something later this week. I was seriously debating sending mine back before I started the process because I loved everything else with the tablet other than the dead pixels I saw whenever I used it. Some things you just can't un-see and that was my problem. I hope you do enjoy your tablet and agree with your decision to keep it. $75 is a big hit only a few weeks after purchase on a premium product such as the 7.7. I hope that my dead pixels are as obvious to Negri as they were to me in my tests and usage.
Sent from my Galaxy Nexus using xda premium
@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.
EarlZ said:
@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.
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yup, I did post a screen image, on the screen issues thread. There main issue was that since the tab would probably not fall under the Samsung warranty then they would be able to deem it a manufacture issue. Its sucks but at least i dont have any other issues (dead pixels, etc). They did mention that i have a 1 year warranty so if it becomes worst then I could handle the issue then...Im really trying to look on the bright side, and put it out of mind, cause all it will do is frustrate the crap out of me..
I dont understand why they cant see it, the very small grey streak on my Tablet was even visible to the technician who diagnosed my tab even though I didnt tell him about it.
Follow up on Negri RMA
I received word today that my RMA request for exchange has been approved and my replacement unit has been shipped out from Negri's warehouse this afternoon. My returned tablet arrived on Monday 2/27 and I followed up on Wed to make sure the tablet arrived as I had shipped and to receive an update on the RMA process. I worked with Sergio Mendez throughout the return, he was very helpful and excellent in communicating any updates from their end. I would certainly not hesitate to recommend Negri Electronics to anyone in the future and they have dealt with my problem with a sense of urgency and a very professional manner.
Many thanks to Sergio and the whole team at Customer Service for all their help! I am scheduled to receive my new unit next Thursday the 8th. I'll report back after I have set the new 7.7 up and report my findings on my replacement unit.
Sounds great that you've been given a replacement, we await for your findings and hopefully you can get a great screen. Keep us posted Im interested as well!
Sooo, I couldnt make it a week. I cant stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators cant see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however i cant just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Yall agree? (white out personal info in photos, sorry)
aaronv20 said:
Sooo, I couldn't make it a week. I can't stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators can't see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however I can't just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Y'all agree? (white out personal info in photos, sorry)
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Aaron,
I agree with you on the discoloration. I can certainly see it in your provided photos. Sergio worked very well with me on my exchange and when we spoke on the phone he seemed very helpful and like a nice guy. I hope your experience will serve a better outcome this go around and understand your frustration! I would also consider going the Samsung route if you run into the same issue going through with the second return. Who knows how their process runs but unfortunately I would guess the waiting period could be much longer seeing as how the 7.7 isn't sold except by Verizon in the US as of now, as far as they would be concerned....
Anyway, I've been anxiously awaiting my exchange by FedEx. It should arrive sometime tomorrow and then I'll be giving my new model the inspection to see if I faired better this time. The tracking info hadn't updated at all since the package left Phoenix, AZ on Friday and I was beginning to get worried it was lost in transit until magically it arrived in Ellenwood, GA just this morning. I guess it arrived there via bike messenger to account for the long delay in updates for so many days...haha. It always seems to drag the longest when you are really looking forward to receiving something though. ;-) Have a good day man, I'll cross my fingers for you.
Kyle
Sent from my Galaxy Nexus using xda premium
*Update on my replacement wifi 7.7... I received the exchanged GT-P6810 yesterday afternoon and after a 2 hour initial charge was ready to dive right in. First thing I did after set up was download 3 solid backgrounds. One white, one red and lastly blue. Then I opened the backgrounds full screen in the gallery and found absolutely zero dead pixels or any obvious defects. The only thing I have noticed thus far is the circles and lines on a black screen at zero ambient light. Although I'm almost positive there aren't any units that wouldn't display those in the same lighting conditions. Seems to be a product of the manufacturing process. Anyway, I'm certainly satisfied so far and love my new unit. I want to give Negri another shout out for their awesome customer service and in particular Sergio for his excellent communication throughout the process. I was without my tab for 2 or 3 weeks but it's certainly worth the wait to get a new replacement with none of the major issues. I'll be active on the forums and see you guys and girls around.
Oh btw, set up go launcher HD last night from their beta page and this thing flies with that launcher and looks great!
Sent from my GT-P6810 using xda premium
Just bought a new Defy+ last month and today suddenly a dead/stuck pixel has popped up on the screen . It's just one single pixel. Tried some apps available in market, didn't fix it.
Will this be covered in warranty in India?
sure bro it will be covered..show them the case and i hope they replace the phone.. be kind to them at first but if they don't ... bump them up lol
i don't know how it's managed in India, but there are some rules about LCD screens which tell how many dead pixels are acceptable on some surface. You should first get to know about the rules before sending your phone to the OP, because if there are some, you just lose time waiting for your phone without having it fixed...
Thanks. I've emailed this query to Motorola India. Hope their reply would be positive.
Emailing motorola and that to india is of no use..better go to a nearby service centre and tell them your problem..emailing will get u nothing..
Hey,
Do let us know of any update. I also noticed a dead pixel in the extreme right top corner of screen after the first water test, 1 week after I bought the phone! However, it dissapeared before i could visit the service center! Anyways my phone is now already in service center waiting for its casing to be changed.
I have submitted the phone at Motorola Service Center yesterday. They said it will be fixed, but it will take 10 - 15 days to get it back.
I've got the phone repaired. They've changed the display panel. Problem sorted out!
nsm1234 said:
I've got the phone repaired. They've changed the display panel. Problem sorted out!
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That's great!! Even my phone got replaced!
Hi everybody, I am new to xda forum. I have been waiting for black one already long enough but today it pissed me off when been told that "news". Firstly a guy from buymobilephones.co.uk told me that they actually have. blackones in stock but they didnt pass their quality check procedure due to body paint coming off. I went then straigjt to Three shop where i have been told exactly the same! Does anybody heard anything about? anybody managed to get a black one in contract in uk?
I know there was one guy that posted yesterday (I believe) that received his black One. Hopefully some more people can jump in and comment as I'm going to be holding out for black as well.
I anticipated as much mate. Main reason I went silver.
A number of people have received and posted pictures of their black One in the thread following the black preorders:
http://forum.xda-developers.com/showthread.php?t=2198281
Mine has issues. Black sim free from P4U.
Screen isn't flush to the unibody one one side of the device. Not really noticeable unless you look closeup side-on, but it is indeed faulty.
I live in NYC..
April 10: Amazon advertises release date of Gold Platinum color as April 27th - "want it the day it comes out? select 2 shipping with prime" - that was a lie. People ordering from AT&T got their Gold Platinum 3 weeks earlier. I ordered on 2 year contract and waited with a broken phone for this thing to arrive.
April 27: "Made in Korea" phone arrives, pink tinted screen.
April 28: Paid $1000 for an off contract replacement to be 1-day shipped, refunded when i swap
April 29: "Made in Korea" phone arrives, less pink but still not white whites, with a dead pixel (always green)
April 30: Order a second replacement. Return original phone.
May 1: "Made in Korea" phone arrives, another pink tinted screen.
Today: Called Samsung support: "yeah don't order from amazon." - called AT&T support "yeah dont order from amazon" - they told me i can buy it in person. Called AT&T store in the Queens Center mall and they said they have 2 64GBs in stock MADE IN CHINA. Called AT&T to confirm I can upgrade. They said yes, the manager at the store can cancel the old 2 year upgrade. So I get on the bus, 1 hour to the mall.
Manager at the store: "Customer service cant do this because you used your upgrade a few days ago "
Customer service: "Manager at the store can do this, we cant"
I put them on the phone with each other and spoke to supervisor: "ok no one can do this, your line isn't eligible."
I call Amazon: "ok we will try to get that cancellation on the contract order we see the phone is in the mail" "oh wait never mind we can't"
As I leave trying to order it over the phone full price, the AT&T dude says "oh you have like 4 more lines you can use the Next upgrade on for this line with no changes. just ask them to use one of those and sell you a phone" - dude. I can do that? HALF A DOZEN AT&T AGENTS IN THE STORE, HALF A DOZEN CUSTOMER SERVICE AGENTS ON THE PHONE, AND THIS FIRST GUY TO REALIZE THE STUPID-EASY FIX.
I go back in.
"we don't have any left in stock."
Facepalm. Double facepalm. Double facepalm and headdesk and chin to sharp furniture Edge (get it?)
kill me. and DON'T order your phone from amazon
Coloured pixel is not a dead pixel. It's just stuck. You can run a colour pattern to unstuck it!
Elisha said:
Coloured pixel is not a dead pixel. It's just stuck. You can run a colour pattern to unstuck it!
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That's doubtful but i'll look into it, regardless, i'm not dealing with this:
theartialmartist said:
That's doubtful but i'll look into it, regardless, i'm not dealing with this:
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It might not be a dead or stuck pixel, but actually a dead subpixel. Where one specific subpixel represents one of the primary colors or however the display defines them.
Try cycling through a bunch of colors and see if it at any point the pixel just goes black, if so it's a dead subpixel. If not then it's probably a stuck one.
Received replacement from AT&T. DEVASTATED TO SEE "MADE IN KOREA" on the box. Screen is more pink than the ones I got from amazon. Pic below.
1 more replacement, then I'm done with Samsung forever and getting a G4.
Man... that really sucks...
Are you sure that someone that hates you didn't make a voodoo doll lol?
Sent from my Samsung Galaxy Tab Pro 10.1
theartialmartist said:
Received replacement from AT&T. DEVASTATED TO SEE "MADE IN KOREA" on the box. Screen is more pink than the ones I got from amazon. Pic below.
1 more replacement, then I'm done with Samsung forever and getting a G4.
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Interesting. I have Sprint. Amazon was set to release the Gold Platinum 32gb edge model on the 27th. I did not want to order from Amazon, so on that date, when it became available online at Sprint, I ordered it. So I have the same phone, but mine came direct from sprint. I wonder if it has the made in Korea stuff on the box as well. I did not notice anything. My whites seem white! lol. I'll follow up.
It seems maybe Amazon contracted out another manufacturer for these phones perhaps?
Logo
Something is wrong here especially with the logo on the left. I went to a store to buy one. It had the same smudgy logo as if it is a sticker. I refused to buy it and asked for another one with the logo clearly printed.
brograms8 said:
Something is wrong here especially with the logo on the left. I went to a store to buy one. It had the same smudgy logo as if it is a sticker. I refused to buy it and asked for another one with the logo clearly printed.
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It is the new batch
http://www.sammobile.com/2015/05/15...ts-logo-on-the-galaxy-s6-edge-on-newer-units/
Sent from my SM-G925T using XDA Premium HD app
theartialmartist said:
That's doubtful but i'll look into it, regardless, i'm not dealing with this:
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They shouldn't be allowed to get away with this but not many people seem to care.
it and asked for another one with the logo clearly printed.
Hey Guys, I really need some serious help as my Money is stuck. I ordered Note 5 32GB Silver N920 from Amazon.in (India). When I received the device, it was working well. But after 3Days. It gone dead as I connected it via USB Cable to my PC. So, then I requested for a return. But amazon guys later closed my account claiming multiple accounts for same person. And my return also cancelled. Now I want another amazon.in account from which Note 5 Silver 32GB has been ordered. Please don't ignore anyone who can help. I will also give you gift for helping me in this case. Contact me on WhatsApp.
[CLOSED]
Charchit said:
Hey Guys, I really need some serious help as my Money is stuck. I ordered Note 5 32GB Silver N920 from Amazon.in (India). When I received the device, it was working well. But after 3Days. It gone dead as I connected it via USB Cable to my PC. So, then I requested for a return. But amazon guys later closed my account claiming multiple accounts for same person. And my return also cancelled. Now I want another amazon.in account from which Note 5 Silver 32GB has been ordered. Please don't ignore anyone who can help. I will also give you gift for helping me in this case. Contact me on WhatsApp +919917540921. Thanks.
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Amazon generally doesn't make mistakes like that and if they do, they have the means to properly verify the situation and correct it as needed. That said, if the story really is as you say it is and not some ill conceived scam, then surely they will help you out. If not, there is probably a very valid reason for their red flag. This is Amazon we are talking about here, not some crappy little generic internet retailer.
To my fellow XDA'ers- I implore you to not involve yourself in matters like this, ESPECIALLY when the account posting is so new with very little history (7 posts). Let him ask his family or friends for help, not random people he doesn't know on the internet. That's a huge red flag there. Don't let yourselves get scammed.
Ok, If you think I'm fooling people and convincing them for some bad work, I'm closing this thread.
Thread closed
Razvan
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