Database Users

[Q] Not rooted Note 3 returned from repair - modified, rooted, not repaired

Hi.
I have a fault with my Note 3. It restarts itself, powers off, sometimes cannot power on (freezing when first Samsung logo appears), but time to time it powers on and runs for couple of minutes. I gave it for repairs to Phones4u (UK). They kept my phone for two weeks and I received info it cannot be repaired because it has been rooted and warranty does not cover it.
First things first:
- I have never rooted my phone
- nobody else had my phone in his hands without my attention (before I gave it to Phones4u repair service)
- I was using KNOX on my phone to keep data secured, which is not possible to run KNOX if phone was rooted
- I was updating this phone with original software by auto updates
- I never used something like "Odin"" or "custom Rom"
When the fault first appeared I tried to backup my data (successful). Then I decided to make a hard boot reset. Instead of pressing Power+Home+VolumeUp I pressed by mistake Power+Home+VolumeDown which took me to download mode, as I get known.
I only remember that I have seen on screen few lines which content that info (I rewrite with the help of google search):
Current binary: Official
System Status: Official
Knox Kernel Lock: 0x0
Knox Warranty Void: 0x0
Then I did a Hard Boot Reset and next day gave it to the service for repair.
Now, when unrepaired phone came back I was able to power it on and it was running for about 3 hours (maybe because it was cold or sth) untill it froze again and I had to take off the battery to restart. I installed app "check root" which told me phone isn't rooted, but I am unable to do any updates as "your device has been modified". I cannot install and run KNOX, because "your device is not authorised to enter KNOX"
Next, download mode tells me:
Current binary: Custom
System Status: Custom
Knox Kernel Lock: 0x0
Knox Warranty Void: 0x1
So, I am sure that somebody from repair team has made some changes in my phone and will not confess he did it. Customer Service is not helping me and I understand they think I am responsible for this fault. I found some help in Phones4u store in Motherwell, where some girl tried to contact repairs and customer services to get some answers fro 40 minutes with no results. Finally she was advised to contact Samsung. She arranged a service for me. I will send my device to Samsung when I receive some secure bag to send my device in.
However, I know they are unable to repair my device if KNOX Warranty Void 0x1. But what I am going to ask them is, can they find in that phone when was changes made and how. That would help me identify who is responsible for that. Do you think Samsung is able to read from my phone that modification time and date and who is guilty?

lol
Sent from my SM-N900P using xda app-developers app

I was under the impression that tripping knox would not invalidate your warranty in the uk and that the phone would still be repaired .

I also had my phone returned to me from Samsung, my phone was rooted and i played dumb saying i just downloaded an app from the play store and that's why its rooted. They where not having any of it and said i invalidated my warranty:crying: Seems Samsung are getting tough

nch
ant78 said:
I also had my phone returned to me from Samsung, my phone was rooted and i played dumb saying i just downloaded an app from the play store and that's why its rooted. They where not having any of it and said i invalidated my warranty:crying: Seems Samsung are getting tough
Click to expand...
Click to collapse
Well, that's a bit different. My phone was not rooted when I was sending to the repair, and the repair service was not Samsung official, but some Accredited Repair Centre which cooperate with Phones4U.
I am not playing dumb, I never rooted my phone or neither modified software. Some incompetent guy from this repair centre could do that. I don't know how could that happened, I'm only sure what I didn't do.
Now, is it possible to check inside the phone when was it modified? It was send to repair on 23rd January'14 and returned to me on 5th of February. If during this time phone had some changes in software that means this repair centre is responsible for doing that. Again, is it possible to read from the phone when modifications (rooting, changing software from original to custom) have been done? Can Samsung repairs check that?

Haven't I read this before on Phones4U forum?
Argue with them, don't take no for an answer.
Sent from my SM-N9005 using XDA Premium 4 mobile app

Yes, you have. I am trying to get any explanation from Phones4U Customer Service in this matter.
I hope Samsungs service is going to help me.
Nobody knows is there any record of date and time of software change in this phone? I want to be sure before I send it to Samsung repairs...

I don't know if they can tell or not but you should insist they can - there should be certain files on there with a given date/time stamp. I can't imagine them implementing something like Knox without a log to track changes. Tell them to check the dates, give them the ones you have up above and insist they check to see when it was modded.
Does the UK have a forum like forums.whirlpool.net.au or maybe www.productreview.com.au? Many companies have reps that browse those sites to address concerns of customers, because they know such sites can have a dramatic effect on sales if the company gets slammed.

Under UK Law, we deal with the retailer not the manufacturer. You have to take the argument up with P4U and not Samsung, as P4U use their own Service Centres. - Find the EU Directive, throw it at them, watch P4U shat themselves. Always go in knowing your rights or they'll pawn you off.

radicalisto said:
Under UK Law, we deal with the retailer not the manufacturer. You have to take the argument up with P4U and not Samsung, as P4U use their own Service Centres. - Find the EU Directive, throw it at them, watch P4U shat themselves. Always go in knowing your rights or they'll pawn you off.
Click to expand...
Click to collapse
Even in UK we deal with the retailer, Samsung has repaired my friends SM-N9505 who had the same problem (rebooting loop). If I know that I would contact directly Samsung than Phones4U Accredited Repair Centre (they don't know how to fix N9005, so the best way is to put KNOX Warranty Void 0x1 to avoid unwanted job).
By the way, I found the company cooperating with Phones4U, it is Anovo

dvavajiva said:
Hi.
I have a fault with my Note 3. It restarts itself, powers off, sometimes cannot power on (freezing when first Samsung logo appears), but time to time it powers on and runs for couple of minutes. I gave it for repairs to Phones4u (UK). They kept my phone for two weeks and I received info it cannot be repaired because it has been rooted and warranty does not cover it.
First things first:
- I have never rooted my phone
- nobody else had my phone in his hands without my attention (before I gave it to Phones4u repair service)
- I was using KNOX on my phone to keep data secured, which is not possible to run KNOX if phone was rooted
- I was updating this phone with original software by auto updates
- I never used something like "Odin"" or "custom Rom"
When the fault first appeared I tried to backup my data (successful). Then I decided to make a hard boot reset. Instead of pressing Power+Home+VolumeUp I pressed by mistake Power+Home+VolumeDown which took me to download mode, as I get known.
I only remember that I have seen on screen few lines which content that info (I rewrite with the help of google search):
Current binary: Official
System Status: Official
Knox Kernel Lock: 0x0
Knox Warranty Void: 0x0
Then I did a Hard Boot Reset and next day gave it to the service for repair.
Now, when unrepaired phone came back I was able to power it on and it was running for about 3 hours (maybe because it was cold or sth) untill it froze again and I had to take off the battery to restart. I installed app "check root" which told me phone isn't rooted, but I am unable to do any updates as "your device has been modified". I cannot install and run KNOX, because "your device is not authorised to enter KNOX"
Next, download mode tells me:
Current binary: Custom
System Status: Custom
Knox Kernel Lock: 0x0
Knox Warranty Void: 0x1
So, I am sure that somebody from repair team has made some changes in my phone and will not confess he did it. Customer Service is not helping me and I understand they think I am responsible for this fault. I found some help in Phones4u store in Motherwell, where some girl tried to contact repairs and customer services to get some answers fro 40 minutes with no results. Finally she was advised to contact Samsung. She arranged a service for me. I will send my device to Samsung when I receive some secure bag to send my device in.
However, I know they are unable to repair my device if KNOX Warranty Void 0x1. But what I am going to ask them is, can they find in that phone when was changes made and how. That would help me identify who is responsible for that. Do you think Samsung is able to read from my phone that modification time and date and who is guilty?
Click to expand...
Click to collapse
I face similar problem, no root no odin flash etc.,gave it to authorise service centre for fixing 4g signal issue, they return device after a while saying problem is in your sim but I notice they flash firmware as my own data was not there, after reaching home I found white keyboard while typing which was there in MJ1 firmware but when I gave note 3 for repair was having latest MJ7 firmware with black keyboard,means they downgrade my mobile, I connect to kies says “this device can not update.....” I checked in download mode & found 0x1, lot of arguments with service centre on the issue but they simply said u must have rooted so flag is 0x1,I know service centre guy purposely or by mistake flash older ver which lead to trip flag,finally I sold my mobile in a shop without warranty & bought another.

jdomadia said:
I face similar problem, no root no odin flash etc.,gave it to authorise service centre for fixing 4g signal issue, they return device after a while saying problem is in your sim but I notice they flash firmware as my own data was not there, after reaching home I found white keyboard while typing which was there in MJ1 firmware but when I gave note 3 for repair was having latest MJ7 firmware with black keyboard,means they downgrade my mobile, I connect to kies says “this device can not update.....” I checked in download mode & found 0x1, lot of arguments with service centre on the issue but they simply said u must have rooted so flag is 0x1,I know service centre guy purposely or by mistake flash older ver which lead to trip flag,finally I sold my mobile in a shop without warranty & bought another.
Click to expand...
Click to collapse
What is wrong with authorise services? Can't they fix newest devices? Maybe they even didn't know about KNOX counter, so they didn't care much what they do.
When I called them, I was told my phone is rooted, but when my phone is back there was a letter inside telling that "the problem is related to excessive pressure or physical impact damage". My phone is perfect, ideal, no even smallest scratch on it. The problem is related to the Anovo Accredited Repair Centre incompetency in my opinion.
So, everyone who owns Note 3, Note 2, S4 or S3 (as far as I know) should be aware of giving to repair other then Samsung official. In all that phones the newest update comes with KNOX Warranty Void, which authorised repair centre simply 0x1s it.

dvavajiva said:
What is wrong with authorise services? Can't they fix newest devices? Maybe they even didn't know about KNOX counter, so they didn't care much what they do.
When I called them, I was told my phone is rooted, but when my phone is back there was a letter inside telling that "the problem is related to excessive pressure or physical impact damage". My phone is perfect, ideal, no even smallest scratch on it. The problem is related to the Anovo Accredited Repair Centre incompetency in my opinion.
So, everyone who owns Note 3, Note 2, S4 or S3 (as far as I know) should be aware of giving to repair other then Samsung official. In all that phones the newest update comes with KNOX Warranty Void, which authorised repair centre simply 0x1s it.
Click to expand...
Click to collapse
Scarey stuff indeed! You have rights, find the appropriate government watchdog and send them your story. Don't give up, those bastards shouldn't use the knox flag(which you didn't trip!!!) to wipe their hands clean of any responsibility. If they sold you a dud, they repair it or replace it.
Knox was a monumental **** up on Samsung's part. If I was in your position and they didn't honor my warranty, I would never buy a Samsung phone EVER again!
Hope this gets sorted for you. Good Luck
Sent from my SM-N9005 using Tapatalk

denski101 said:
Scarey stuff indeed! You have rights, find the appropriate government watchdog and send them your story. Don't give up, those bastards shouldn't use the knox flag(which you didn't trip!!!) to wipe their hands clean of any responsibility. If they sold you a dud, they repair it or replace it.
Knox was a monumental **** up on Samsung's part. If I was in your position and they didn't honor my warranty, I would never buy a Samsung phone EVER again!
Hope this gets sorted for you. Good Luck
Sent from my SM-N9005 using Tapatalk
Click to expand...
Click to collapse
Actually, I like my Note 3, even it get that problem with restarting and not powering on correctly (that problem might be with hardware, nothing about rooted device). I don't much bother about KNOX counter in this device, as I do not need rooted phone and custom ROM. I only bother about Samsungs authorisation which was given to Anovo, that should be taken back if they do mess instead of proper repair.
I am hoping to find some help in Samsung official repair centre. Will back soon with some news after their feedback.

dvavajiva said:
Actually, I like my Note 3, even it get that problem with restarting and not powering on correctly (that problem might be with hardware, nothing about rooted device). I don't much bother about KNOX counter in this device, as I do not need rooted phone and custom ROM. I only bother about Samsungs authorisation which was given to Anovo, that should be taken back if they do mess instead of proper repair.
I am hoping to find some help in Samsung official repair centre. Will back soon with some news after their feedback.
Click to expand...
Click to collapse
Samsung will be perfect for me if below three will be there.
1.International Warranty
2.World wide firmware Updates (same time for all the country)
3.World wide offline free Navigation

I have to ask OP, is your phone really same phone that you sent to repair? Same IMEI, same S/N?
Is it possible they sent you a replacement or just by mistake mixed two Notes on the table and sent you the wrong one?
Just asking this since years ago my Sony Ericsson got mixed with some others phone, they fixed my phones fault to that other phone and sent it to me lol (And to my phone they fixed that another phone faults and sent it to other side of country.. Still both phones broken but now just sent to wrong owners, lol)

dvavajiva said:
Even in UK we deal with the retailer, Samsung has repaired my friends SM-N9505 who had the same problem (rebooting loop). If I know that I would contact directly Samsung than Phones4U Accredited Repair Centre (they don't know how to fix N9005, so the best way is to put KNOX Warranty Void 0x1 to avoid unwanted job).
By the way, I found the company cooperating with Phones4U, it is Anovo
Click to expand...
Click to collapse
They repaired your friends? Just had mine returned after they refused to repair mine as its rooted

Spere said:
I have to ask OP, is your phone really same phone that you sent to repair? Same IMEI, same S/N?
Is it possible they sent you a replacement or just by mistake mixed two Notes on the table and sent you the wrong one?
Just asking this since years ago my Sony Ericsson got mixed with some others phone, they fixed my phones fault to that other phone and sent it to me lol (And to my phone they fixed that another phone faults and sent it to other side of country.. Still both phones broken but now just sent to wrong owners, lol)
Click to expand...
Click to collapse
Yes, the IMEI is the same. I haven't checked with the box (I can't find it at the moment), but I checked with the retailer agreement. I don't know about S/N, I can check it later, but if IMEI is the same that means this is the same phone.

ant78 said:
They repaired your friends? Just had mine returned after they refused to repair mine as its rooted
Click to expand...
Click to collapse
Sorry, my mistake. My friends phone was not rooted, the same as mine before they have gone for repair. The difference is who take them for repair: official Samsung repair centre didn't 0x1 friends phone, authorised repair centre did mine.

Hi again,
my phone has been at services twice already.
Firstly was Samsung official repair service, I posted phone in secure bag with a message explaining what happened, but after two weeks I got it back with notice "it is rooted, no warranty repair". They said, could do it for £150!
Secondly I found other official repair service, where you can bring the phone in person. That is Geek Squad in Carphone Warehouse stores, I found one in Glasgow, Scotland. The guys were very pleased to help, and promised that though the warranty is voided they are going to repair it.
They were going to fix it in three days, but unfortunately they couldn't find what cause the phone freeze up. What they done is sent it to their repair centre near Birmingham, but there phone was refused to be repaired because the same reason - warranty void. When I came to collect the phone in Glasgow on Saturday 8th of March I was able to speak to one of this guys and he explained me they can't make phone working properly. Even while talking with him phone was not responding sometimes and we had to take the battery off a few times. He gave the phone to other engineer to look up again. He opened it and stated that he didn't see any damage in the phone and couldn't actually find the fault, it seemed like the phone should work fine, but it is not. They have flashed my phone with Official Samsung's software (they couldn't change the Knox flag to 0x0) and sent me with it to the seller (Phones4U).
I have taken my phone home and the device was working fine for about two hours, it does that when is not so warm. I only wanted to check is it going to freeze up again. So I played some video to heat up the phone and it stopped responding again. I took off battery and left it overnight.
Next day afternoon I pick up my phone, power it on, and I was trying to check is it possible to update the software when it is official one (that might solve the problem). I could only see the message saying your device is modified, cannot update. I checked it in download mode, and the phone was back from official to custom software!
There was no my contribution in it. The phone did it itself.
So I can conclude that if phone is changing software status from official to custom when this fault comes out, it could also change the status of Knox Warranty Void from 0x0 to 0x1. If that is true, I will have a long way to prove that. But now I'm sure that no person is responsible for tripping the flag in this phone, that could be done by the phone itself.
That is very weird! That means Samsung is putting some extra security (KNOX) to their devices which can cause the phone to be out of warranty when some fault like overheating exists!
Any ideas?

Does Knox really affect warranty?

Just got off with samsung support and the agent told me knox being 0x1 won't affect the warranty. I'm probably going to root anyways, but if anyone has any actual experiences with samsung and a 0x1 warranty, would you care to share?

Iffy... to say the least. I would of got what they said in writing lol

Ausboy 2011 said:
Iffy... to say the least. I would of got what they said in writing lol
Click to expand...
Click to collapse
exactly what i did, well not exactly writing, but typing is close enough. Having issues rooting atm, keep getting nand write start failed with chainroots method. I have the SMN910U

If they can prove the software caused the problems then they can outright refuse to fix it under warranty if the KNOX flag is 0x1.
So if it's just Root running on Stock Sammy it should be fine, however a custom rom on the other hand they will most likely just say it's a software issue and refuse to fix anything wrong.

Fuzzi99 said:
If they can prove the software caused the problems then they can outright refuse to fix it under warranty if the KNOX flag is 0x1.
So if it's just Root running on Stock Sammy it should be fine, however a custom rom on the other hand they will most likely just say it's a software issue and refuse to fix anything wrong.
Click to expand...
Click to collapse
Thanks for the insight, I have only had one warranty incident with Samsung. I had to send in my note 3 (same day I got it, so it wasn't even setup). The warranty repair was a breeze though.

just rooted my phone and am noticing some major lag here and there. Anyone else?

Comment for visibility. I need to know this aswell

Fuzzi99 said:
If they can prove the software caused the problems then they can outright refuse to fix it under warranty if the KNOX flag is 0x1.
So if it's just Root running on Stock Sammy it should be fine, however a custom rom on the other hand they will most likely just say it's a software issue and refuse to fix anything wrong.
Click to expand...
Click to collapse
Hey bud, I got my Note 4 from NZ and you think if I root my note 4, if there are problems with it, would the NZ Samsung team fix it?

cwk8412 said:
Hey bud, I got my Note 4 from NZ and you think if I root my note 4, if there are problems with it, would the NZ Samsung team fix it?
Click to expand...
Click to collapse
unless they can prove the software caused an issue, or you just happen to a rep that is a stickler for the rules it should be fine

it depends on which samsung service center.

Depends on a lot of things, but mainly on the rep you get (if he's anal or not) and the kind of problem you wanna fix. If it's a hardware problem 99% of the time a 0x1 wont be a problem. Software may be another story. My advice? if you care about the warranty, don't root. Personally my devices last less than 6 months with me anyway so I root the second I get it (after I check everythings working of course).

It depends on the service centre and the general Samsung policies in each country. In the UK I've had my tablet repaired twice with Knox 0x1. First time the screen completely died, second time I had problems with the back cover and glue behind the screen (from the bad first repair). Both times nobody mentioned anything about Knox. Not to mention the tablet was running a stock 4.4.2 firmware not yet available in the UK.
iR¡[email protected]!* from Galaxy Note 4 via Tapatalk

my first note 4 was rooted and knox warranty change to 0x1 from 0x0 after some days using 5 or more pixels died and send it to service center and swap my phone with new note 4 by new warranty duration
in this case defeated knox by rooting dose not affect on warranty

iridaki said:
It depends on the service centre and the general Samsung policies in each country. In the UK I've had my tablet repaired twice with Knox 0x1. First time the screen completely died, second time I had problems with the back cover and glue behind the screen (from the bad first repair). Both times nobody mentioned anything about Knox. Not to mention the tablet was running a stock 4.4.2 firmware not yet available in the UK.
iR¡[email protected]!* from Galaxy Note 4 via Tapatalk
Click to expand...
Click to collapse
That's good to hear. Did you use an authorised repair centre (and if so, which one?) or send it in to Samsung directly?
When I asked a local repair centre, they were adamant that knox or rooting would void warranty as far as they were concerned. It all seems to be pot luck depending on who you speak to. E.g. here's a response from a Samsung representative on Facebook saying the same thing: https://www.facebook.com/SamsungMobileUK/posts/651768151530771, but some others have also reported they've had success in getting repairs under warranty.

smar said:
That's good to hear. Did you use an authorised repair centre (and if so, which one?) or send it in to Samsung directly?
When I asked a local repair centre, they were adamant that knox or rooting would void warranty as far as they were concerned. It all seems to be pot luck depending on who you speak to. E.g. here's a response from a Samsung representative on Facebook saying the same thing: https://www.facebook.com/SamsungMobileUK/posts/651768151530771, but some others have also reported they've had success in getting repairs under warranty.
Click to expand...
Click to collapse
I filed a repair request online, Samsung sent a package with prepaid post, put my tablet and charger in and took it to the post office. I believe it went somewhere in England, even though I live in Scotland. So, yeah, I sent it directly to Samsung.
iR¡[email protected]!* from Galaxy Note 4 via Tapatalk

Samsung REFUSES a Paid, Out-of-warranty Glass Replacement CITING TRIPPED KNOX!!!!!

There u have it folks!
I'm SPEECHLESS!!!! Walked in to a NYC Samsung repair center today, with a cracked glass on my back panel.
No -- I understand that I've voided the warranty by tripping knox, but to refuse a to-be-paid, out-of-warranty glass replacement because I have my phone rooted and their "hardware tests are failing" and that's the Samsung policy?????
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!

Lexee said:
There u have it folks!
I'm SPEECHLESS!!!! Walked in to a NYC Samsung repair center today, with a cracked glass on my back panel.
No -- I understand that I've voided the warranty by tripping knox, but to refuse a to-be-paid, out-of-warranty glass replacement because I have my phone rooted and their "hardware tests are failing" and that's the Samsung policy?????
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
Click to expand...
Click to collapse
Wow - really? That sounds like someone has misinterpreted the policy. It's an out of warranty job that should be reasonably charged and that's that - what has knox got to do with anything? Even if the Knox flag wasn't tripped it would still be an out of warranty job. I'd complain to the store manager and probably to Samsung's social media contacts as well because that just doesn't sound right.

Knox cannot affect any repair, paid or not. USA has a law same as the EU about having the right to modify your own phone.

dlotters said:
I'd complain to the store manager and probably to Samsung's social media contacts
Click to expand...
Click to collapse
This came from the store manager -- and trust me, I made my best effort to get all the same points across. The exact wording was this: "as an Authorized Samsung Repair Center, we're obligated to perform a series of hardware tests before returning the phone to the customer. Our hardware tests started failing right away because you have a tripped KNOX counter, so we couldn't proceed with the repair. It's the Samsung policy". Period. I guess their test #1 is, if Knox counter is greater than 0, FAIL. Maybe I should talk to a lawyer and see if I can somehow claim that Samsung wrongfully exposes me to a health hazard (being cut by broken glass) by refusing the repair under a made-up pretext.

Lexee said:
This came from the store manager -- and trust me, I made my best effort to get all the same points across. The exact wording was this: "as an Authorized Samsung Repair Center, we're obligated to perform a series of hardware tests before returning the phone to the customer. Our hardware tests started failing right away because you have a tripped KNOX counter, so we couldn't proceed with the repair. It's the Samsung policy". Period. I guess their test #1 is, if Knox counter is greater than 0, FAIL. Maybe I should talk to a lawyer and see if I can somehow claim that Samsung wrongfully exposes me to a health hazard (being cut by broken glass) by refusing the repair under a made-up pretext.
Click to expand...
Click to collapse
Sounds like the manager is an idiot tbh.
His explanation makes no sense whatsoever.
The whole Knox status voids warranty in the States is crap but even that is irrelevant.
I'd make a noise on their twitter, Instagram, Facebook, etc and probably give their customer service line a call as well (assuming they have one there?) as this manager's stance just doesn't make any sense
Sent from my Galaxy S6 Edge

They are just covering their assess. It's failing a test they perform to make sure everything is in working order. So what happens when they repair the screen and something is not working properly, they will be on the hook to fix it. That being said I don't understand why they can't say if any other problems are there you will have to pay for the fix.
Sent from my SM-G925W8 using Tapatalk

Today I flashed stock recovery, stock kernel, stock ROM, did a factory reset and went back to the same center. I wanted to ask them to retry the same hardware tests again to see if maybe they succeed this time, with all software being stock. They obviously recognized me from the day before, checked the KNOX counter and just reiterated what I had suspected from the outset; that's it's not really about any "hardware test failing", but a straightforward policy. If KNOX is tripped, don't touch the phone for any reason. The manager said, "we have to guarantee any repair work for 90 days. If KNOX is tripped, we can't do that." They told me to try my luck with their main corporate office in Dallas. I guess I'll give it a shot.

Samsung REFUSES a Paid, Out-of-warranty Glass Replacement CITING TRIPPED KNOX...
Lexee said:
T
Beyond outrageous.
F U SAMSUNG!
I will still stick to you for now because it's the best handset and I'll probably just buy a replacement but -- F U!!! big time!
Click to expand...
Click to collapse
Why would they change their policy if people just go out and buy a replacement ? They win, they now have two sales instead of one.
Seems redundant & contradictory being 'outraged' and then to open your wallet and give them more cash.
lynxblaine said:
Knox cannot affect any repair, paid or not. USA has a law same as the EU about having the right to modify your own phone.
Click to expand...
Click to collapse
Not sure where your getting EU info from but it's incorrect. They still void your hardware warranty and can refuse repairs / service of any description in the EU if your Knox efuse has been tripped.
Posted using Tapatalk

I will have to find it. Modifying your phone is a legal right in the UK same as usa. If your modification is the cause of the issue they can charge but if unrelated they can't and the warranty remains.

nookcoloruser said:
Why would they change their policy if people just go out and buy a replacement ? They win, they now have two sales instead of one.
Click to expand...
Click to collapse
Nah, come on, I am sure the aim of this policy was not to squeeze the last penny out of their bottom line. it's a major international conglomerate! They sell millions of appliances in every country of the world! This policy literally came out of the mouth of some lazy bureaucrat in charge of handset service, who basically took a quick shortcut and called it a day instead of thinking through the many different possibilities! Hey, to me being out of a few hundred bucks is not the end of the world either. But it's just so WRONG on so many levels! It sends a BAD message about Android, and a BAD message about Samsung! This was not meant to be an Apple shop! I fell in love with this phone -- I switched from HTC One, and I EVEN switched from ATT to TMobile just so I can have unlocked bootloader and modify to my heart's content! And now they're gonna give me this nonsense about tripped KNOX when my issue is broken glass?? BAD, WRONG, STUPID policy! Gosh, I wish I could get this message to a higher level executive rather than customer service.
Anyway, I called the main Dallas headquarters, told them about tripped KNOX and my experience at the NYC center, and the rep told me to send it in to their main service center anyway and see what happens. He wouldn't say if tripped KNOX would be a deal breaker or not. He said generally tripped KNOX is a big deal, but they have more sophisticated equipment than the regional centers typically, they'll examine the phone, see "how" Knox was tripped and take it from there. Sending it in today and going to be without a phone for the next week or so. Hoping for common sense to prevail..

Common sense? Come on, you know that has no place in here...
Personally I have never understood how a software issue could be used to deny a warranty or repair claim on something like a shattered screen. I mean seriously, I now have root access, how did that make my screen crack? Now if my radio or something went wonky I could understand. But a broken screen???

May I suggest buying a replacement glass and making the fix yourself ? I did this myself 3 times on my Z3c and it's actually very easy to do.

This phone isn't really the Z3...

True, but the process should be the same. Heat it up with a hairdryer, remove and then install the new back cover which already has the adhesive on it.
You can watch a tutorial here : https://www.youtube.com/watch?v=5RD44M4J-Rk
And for replacement parts I used this website http://www.witrigs.com/replacements-for-samsung-galaxy-s6-edge
If you don't feel confident about doing this yourself you can go to any phone service and they will do it for you on the spot for a small charge of course.
Should not cost you more than 30$, I bet Samsung will charge a lot more (that is if they agree to repair it).

kind3r said:
And for replacement parts I used this website
Click to expand...
Click to collapse
Wow! Unbelievable! Thank you so much for the reference! The phone feels so solidly built that I didn't even think of researching this because I thought messing with it by hand is totally out of the question! I have it currently shipped to Dallas service center, but if rejected, I will definitely try this! :good:

Update: phone was rejected by the Samsung main service center. "BER", "beyond economic repair". Pathetic.
I've ordered the replacement glass on ebay! Looking forward to making the repair myself! Thanks @kind3r!
*09/09/2015//19:18:50//0001773863//Telephone//ASC*
9/9/2015 6:13 PM-PBA Inspection: The unit has left the technician. SOLUTION: BER
*09/09/2015//19:18:49//0001773863//Telephone//ASC*
Device rooted/Knox warranty failure
*09/09/2015//08:47:15//0001773863//Telephone//ASC*
9/9/2015 7:41 AM-Jennifer Bastardo: Accessory: sim card tray
*09/09/2015//08:47:14//0001773863//Telephone//ASC*
9/9/2015 7:41 AM-Jennifer Bastardo: The unit has been received. Pack Condition: Fair Packaging (Box & Cushion)

Wth, Bastard..o
Good luck with the DIY repair, please let us know how it turns out.
Sent from my SM-G925T using XDA Premium HD app

Yeah, figures ...
What I don't understand is why ... the warranty is void anyway and it will be void the next time you turn in your phone anyway.
Perhaps they don't want to assume responsibility for damages that their technicians may do during this repair.
Good luck with your repair, I suggest using some guitar picks so you don't risk scratching the frame.
Also be careful with the broken glass as it may shatter.

That's interesting. Cracked my screen, sent it in for repair and they fixed it even with a tripped Knox counter. But that service center is a douche for doing that. And it sucks that Samsung has one of the best hardware in many expects so sometimes just saying I'm done with Samsung just may not seem like an options if you want top of the line android.
Sent from my SM-G925F using Tapatalk

Hey guys! My baby looks brand new again! Check out a pic! (I put the broken glass in the packaging in which the replacement arrived).
Ended up paying $17 for the glass on ebay and repairing myself. Come to think of it, having rooted my phone I walked away with a much better deal! lol Thanks again to all who stepped forward with advice!

The most unlucky in the World

Hello,I was considering of rooting my device. Yesterday,I rooted my device and today when i woke up there was 1 pink line on the phone.My screen wants replacement and i am afraid that warranty won't cover it.
P.S I didn't drop my phone or root caused this.It is just a common problem of galaxy s6,7 screens

Well it shouldn't be a problem in Europe. Where are you from?

paysen said:
Well it shouldn't be a problem in Europe. Where are you from?
Click to expand...
Click to collapse
It didn't used to be (I had two warranty repairs on my S4 and Note 3, both with a tripped knox flag here in the UK for example) but now Samsung are being funny about it and it's far more hit and miss. In the last six months I've read about people being refused in the last few days, but I also read about someone having their S7 Edge replaced with a new device (again in the UK) after breaking their home button, and despite having tripped the knox flag. Basically, I suspect it depends what service centre it's sent to and what mood the engineer is in.
I bought the S7 Edge because I love the device but also because I was under the impression that the Knox flag trip didn't stop it being repaired if necessary. If my phone ends up with an issue (touch wood it doesn't of course) and Samsung refuse to repair it, I will never buy another Samsung phone. Not out of protest, as Samsung won't give a s**t about that, but because I don't want a device I can't root without losing the warranty. Root to me is too important.

I am from Greece.I called our Samsung service Center and they told me that if the knox is triggered then they have to replace the motherboard of the phone in order to repair anything.So the motherboard costs about 300€ .This is a joke 6 days old phone and have problem with the screen without even dropping it

kogi4ever said:
I am from Greece.I called our Samsung service Center and they told me that if the knox is triggered then they have to replace the motherboard of the phone in order to repair anything.So the motherboard costs about 300€ .This is a joke 6 days old phone and have problem with the screen without even dropping it
Click to expand...
Click to collapse
If the implication here is that it's not possible to repair it without replacing the motherboard, then that is complete bulls**t and little more than a scam to get more money out of you you. There is absolutely no reason a screen can't be replaced on a phone with a tripped knox flag. Even if they refuse to do it under warranty thanks to the tripped flag, the most you should be charged is the labour to replace the screen and the screen itself.
If this is a new Samsung policy that no knox tripped device can be repaired without replacing the system board first (even if the fault is in no way related to the system board) then it's a new low from them.
But unfortunately, in terms of not getting it repaired for free, this is the chance you take with tripping your knox and you will have known that prior to doing it. Take it to a third party repairer would be my advice. It would be far cheaper, although you would risk no longer having your IP68 rating.

The vertical line was fixed itself today at the noon.When I went to home at the noon without having anymore this annoying line I placed it to the charger and i slept.When I woke up today at the afternoon the line was there again and the light sensor doesn't work too.

The light sensor doesn't work too

Update:
● The light sensor starated working somehow.
● The line is not stable. With that I mean that sometimes there are 2 lines and sometimes the line is thinner or bigger.
● 2 times the screen completely died for 2 minutes
Now there is only 1 line very very thin

Rooting and Warranty

Hey guys, I'm in Europe and I have a question.
Back at the end of January, my phone started having a bright horizontal line that would run from top to bottom of the screen. And this would come and go. After a couple weeks, I realized that vibration (whether from the phone itself or the surface it was on) as well as applying pressure to the top right side of the screen or face would cause this to come and go. I even figured out I could shake it and have this happen. So something was loose. I chatted with samsung germany, and even after explaining this to them, they still had me factory reset the phone, which I did. That didn't work, so they wanted me to send it in. It took me a couple weeks to find a replacement phone, but I did and I sent my S7 Edge to Samsungs service center two Fridays ago.
They just sent me an e-mail telling me that it isn't covered by warranty because this was caused by rooting the phone. This is clearly a hardware issue. Furthermore, I thought in Europe it didn't matter if you rooted your phone. I've only ever had to send in my LG G4 for warranty, and they had no problem with it being rooted. What gives? What are my rights?
I feel like deciding never to buy a Samsung product again, and I'm in the market for a new tablet. So on a related note, any better tablets out there?

shiboby said:
Hey guys, I'm in Europe and I have a question.
Back at the end of January, my phone started having a bright horizontal line that would run from top to bottom of the screen. And this would come and go. After a couple weeks, I realized that vibration (whether from the phone itself or the surface it was on) as well as applying pressure to the top right side of the screen or face would cause this to come and go. I even figured out I could shake it and have this happen. So something was loose. I chatted with samsung germany, and even after explaining this to them, they still had me factory reset the phone, which I did. That didn't work, so they wanted me to send it in. It took me a couple weeks to find a replacement phone, but I did and I sent my S7 Edge to Samsungs service center two Fridays ago.
They just sent me an e-mail telling me that it isn't covered by warranty because this was caused by rooting the phone. This is clearly a hardware issue. Furthermore, I thought in Europe it didn't matter if you rooted your phone. I've only ever had to send in my LG G4 for warranty, and they had no problem with it being rooted. What gives? What are my rights?
I feel like deciding never to buy a Samsung product again, and I'm in the market for a new tablet. So on a related note, any better tablets out there?
Click to expand...
Click to collapse
Rooting a Samsung phone has always voided the warranty. Some countries strictly enforce this other do not.
If it was a motherboard problem, the service centre would not have noticed the rooting flag and replaced the hardware with no questions asked. But since your problem involved the screen not the motherboard, service centres have the option of enforcing the warranty at their discretion.
You can either ask for the phone back and use it as is or pay for the repair.

Any rooted phone voids any warranty the manufacturer carries.
When you root your phone, you get these messages that pop up telling you that if you continue, you will probably void your warranty.
They put those warnings there to let you know before you start.
I know my replies can be long, but would rather give too much info, than not enough.

In Europe, your statutory warranty cannot be refused just because of the phone being rooted. That warranty, however, is with the business that sold you the phone, not with Samsung directly. Maybe try and go back to the seller (though you may have to argue your case to make them comply with their legal obligations!).

I'm from Portugal.
My phone is rooted I had to send it to service for repair and had zero problems.

gcogger said:
In Europe, your statutory warranty cannot be refused just because of the phone being rooted. That warranty, however, is with the business that sold you the phone, not with Samsung directly. Maybe try and go back to the seller (though you may have to argue your case to make them comply with their legal obligations!).
Click to expand...
Click to collapse
so I would have to deal with Amazon Germany? That is a freightening thought, since they just had so many mess ups at the end of last summer that I actually cancelled my membership.
Do you have any law or other thing I could point to that would show them they have to replace the phone?