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.
Click to expand...
Click to collapse
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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Click to collapse
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
Click to expand...
Click to collapse
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).
Click to expand...
Click to collapse
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
Related
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
Click to expand...
Click to collapse
Cheers man. When you drop a phone, you'd expect the screen to spider. This is not the case. It's an immaculate hairline fracture. I'm debating whether to get them to send it back to me, so I can take pictures and document it further. During this, I can get it repaired third party and charge O2. I really don't know until I get a reply. All I can say is i'm fuming.
I would focus some attention to how apple deal with hairline cracks on their handsets and ipod touch's. They can tell what is caused from a manufacturing defect and what is accidental damage.
Also ask if O2's own repair facility checked the phone or Samsung themselves. If not the later get the phone back and send it Samsung.
S.
Sent from my Samsung Note II.
Tomo1971 said:
I would focus some attention to how apple deal with hairline cracks on their handsets and ipod touch's. They can tell what is caused from a manufacturing defect and what is accidental damage.
Also ask if O2's own repair facility checked the phone or Samsung themselves. If not the later get the phone back and send it Samsung.
S.
Sent from my Samsung Note II.
Click to expand...
Click to collapse
It's O2's repair center that have my phone. I can't send it to Samsung, as they aren't binded by the regulations which I have described. O2 are in breach of 3 regulations, all in one day.
I have since resent another email showing the video that I posted in my edit. This video depicts the durability of the Galaxy Note 2. This alone is evidence that the device is not fit for the purpose of, which - Under the Sales of Good Act 1979 amended, I am entitled to repair / replace / refurbishment / refund FREE of charge as I, as a customer; Am not satisfied with the quality.
I must admit, as much as I hate Apple - Their procedure for repair and replacement is vastly superior than Samsung's.
I've since found out that this also falls under the EU Directive 1999/44/EC
(If a defect appears during the first six months following purchase the consumer will not have to prove the product was defective at the moment of delivery. The onus will be on the seller to prove the product was without defect. A consumer will have up to two months following the discovery of the fault to inform the seller. If a defect becomes apparent within the two, or one year, period depending on the type of goods, then the consumer has the right to choose a remedy using the following hierarchy. They can
· Demand repair or replacement within a reasonable time and without any significant inconvenience. (Free of charge repair refers to the necessary costs to bring the goods “back to conformity”)
· If this is impossible, unproportionate or cannot be done within a reasonable time or without significant inconvenience then the consumer can demand a price reduction or can rescind the contract (though not if the defect is minor)
All these rights are free of charge to the customer.)
Basically, as it's been 3 months - O2 HAVE to prove that I caused the damage, which will never happen - AS I DID NOT DO THE DAMAGE lol... I resent an email containing hundreds of links with similar devices (All Samsung ironically,) so shall see what happens. Looking optimistic now it's time for bed!
I'm not talking about the regulations though, Samsung will have the expertise to say if it's a manufacturing fault or consider it accidental damage. Why not give them a call and ask the question.
You can send the phone to an authorised Samsung repair center yourself. Get the phone back and get the details from Samsung of your nearest center.
S.
Sent from my Samsung Note II.
Tomo1971 said:
I'm not talking about the regulations though, Samsung will have the expertise to say if it's a manufacturing fault or consider it accidental damage. Why not give them a call and ask the question.
You can send the phone to an authorised Samsung repair center yourself. Get the phone back and get the details from Samsung of your nearest center.
S.
Sent from my Samsung Note II.
Click to expand...
Click to collapse
I'm aware that I can go directly to Samsung, however if I do; I wouldn't have a leg to stand on. I would have to prove, that it is in fact a screen defect.
Samsung themselves have stated that LCD's are not covered by warranty, and will cost to have it repaired. The amount of threads I have read regarding Samsung products and Samsung not giving a damn astounds me.
Anyway, as I've stated, my issue at hand is with O2, who are the retailer. It is their job to ensure that all products which are sold via them, don't have any deficiencies. Now, we all know that retailers don't inspect their products - hence the reason why they usually repair / replace straight away.
The O2 repair center, as far as I believe - have contracts with manufacturers and follow their guidelines as to what can be repaired under warranty.
I'm being pedantic and doing this by the book. I will not let myself get bullied in to submission. The majority of customer's don't want the hassle, they're also unaware of their statutory rights.
I appreciate what you're suggesting, however in my case - going straight to Samsung is a bad move.
I've since emailed the CEO, CFO and COO of O2 UK. I figured why stop at the boss? I shall await further contact and shall keep this thread updated.
Suicidal Chicken said:
I've since emailed the CEO, CFO and COO of O2 UK. I figured why stop at the boss? I shall await further contact and shall keep this thread updated.
Click to expand...
Click to collapse
I too have been experiencing same issue as Op. no physical damage no abuse on my part (phone is literally 6 days old at this point). Taking it to my carrier seems hopeless so I called Samsung and they gave me waybill and incident report. Contmplating sending to them now or just fix on own, as I have seen Siii owners do with removing just the glass.
What you guys think?
jay_droid said:
I too have been experiencing same issue as Op. no physical damage no abuse on my part (phone is literally 6 days old at this point). Taking it to my carrier seems hopeless so I called Samsung and they gave me waybill and incident report. Contmplating sending to them now or just fix on own, as I have seen Siii owners do with removing just the glass.
What you guys think?
Click to expand...
Click to collapse
Get in touch with your provider's CEO. Seriously, the higher you go; the better your experience shall be.
Sounds like a fault in the glass from the start, the pressure of touch on the screen over time has caused the minute fracture to enlarge.
You'd be hard pressed to cause it to do that from dropping it, dropping something on it, flexing it etc. - in those cases I would assume it to just spider.
Does the Otterbox have a rigid front cover? If so, any possibility it could have applied pressure unevenly?
kempas said:
Sounds like a fault in the glass from the start, the pressure of touch on the screen over time has caused the minute fracture to enlarge.
You'd be hard pressed to cause it to do that from dropping it, dropping something on it, flexing it etc. - in those cases I would assume it to just spider.
Does the Otterbox have a rigid front cover? If so, any possibility it could have applied pressure unevenly?
Click to expand...
Click to collapse
My friend has emailed me pictures of when he dropped his Galaxy Note 2. There is spidering all over the screen as well as impact damage.
We know this to be true, I just hope the CEO's assistant can kick some ass.
The otterbox doesn't apply much pressure at all, there's no way that could cause the crack even if it had a vice grip. I'm just waiting patiently.
Suicidal Chicken said:
Get in touch with your provider's CEO. Seriously, the higher you go; the better your experience shall be.
Click to expand...
Click to collapse
Here's the thing I work for my provider in another department separate to mobile. I don't think going that far is gonna go over well
Sent from my SGH-I317M using xda app-developers app
jay_droid said:
Here's the thing I work for my provider in another department separate to mobile. I don't think going that far is gonna go over well
Sent from my SGH-I317M using xda app-developers app
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
Hey man. I don't know at all, I've not been told anything regarding what needs replaced or repaired. I imagine that it'll be the whole Glass, LCD and Digitiser replacement as their "engineer's" are pretty incompetent. I've checked the T&C over and over again, there's nothing that says i'm not entitled to reports, even if there was - Under the Data Protection Act I'm entitled to it. It's been a whole f*ck up and I woke up today, with the feeling of, "F*ck it;" You know? I'm only still fighting as it's principle.
Suicidal Chicken said:
Hey man. I don't know at all, I've not been told anything regarding what needs replaced or repaired. I imagine that it'll be the whole Glass, LCD and Digitiser replacement as their "engineer's" are pretty incompetent. I've checked the T&C over and over again, there's nothing that says i'm not entitled to reports, even if there was - Under the Data Protection Act I'm entitled to it. It's been a whole f*ck up and I woke up today, with the feeling of, "F*ck it;" You know? I'm only still fighting as it's principle.
Click to expand...
Click to collapse
Fight till the end. Mother ****ers!
Sent from my Note II using Tapatalk
Do you have any pictures of the crack? I only ask as I have had a VERY similar thing happen to my Note 2 also from O2. My defect (because that's what it is, I haven't caused this, haven't dropped it etc) looks like a smudge in the bottom right hand corner of the screen and if you wipe with a cloth it seems to disappear. But if you wipe the screen with a wet finger you can clearly see what appears to be a single hairline crack from the edge of the screen across the corner of the phone to the home button. 1 hairline crack. Now you can't feel this crack with your fingernail and you cannot see it with the screen on. It's almost like there is a smudge under the screen but if you wipe it enough with a cloth it does disappear (it's very strange). Most people can't even notice it I have to point it out to them.
I did contemplate sending it back to buymobilephones.net under their 30 day warranty but I've heard horror stories of phones going missing, getting a refurbed one back that was worse than the one they sent or them saying I've done it and charging me for repair etc. I've decided to live with it and if it gets any worse I'll claim on my insurance. I'm just curious to see if it's a similar issue to what you have.
I'll try and take a picture but tbh I don't think you'd be able to see anything as it's hard enough when looking directly at it. But I know it's there, and that annoys me slightly.
quertiy said:
Fight till the end. Mother ****ers!
Sent from my Note II using Tapatalk
Click to expand...
Click to collapse
Hell yea brother!
iouk said:
Do you have any pictures of the crack? I only ask as I have had a VERY similar thing happen to my Note 2 also from O2. My defect (because that's what it is, I haven't caused this, haven't dropped it etc) looks like a smudge in the bottom right hand corner of the screen and if you wipe with a cloth it seems to disappear. But if you wipe the screen with a wet finger you can clearly see what appears to be a single hairline crack from the edge of the screen across the corner of the phone to the home button. 1 hairline crack. Now you can't feel this crack with your fingernail and you cannot see it with the screen on. It's almost like there is a smudge under the screen but if you wipe it enough with a cloth it does disappear (it's very strange). Most people can't even notice it I have to point it out to them.
I did contemplate sending it back to buymobilephones.net under their 30 day warranty but I've heard horror stories of phones going missing, getting a refurbed one back that was worse than the one they sent or them saying I've done it and charging me for repair etc. I've decided to live with it and if it gets any worse I'll claim on my insurance. I'm just curious to see if it's a similar issue to what you have.
I'll try and take a picture but tbh I don't think you'd be able to see anything as it's hard enough when looking directly at it. But I know it's there, and that annoys me slightly.
Click to expand...
Click to collapse
Sorry mate I don't have a picture. I too couldn't feel it with my nails. I had an email arrive yesterday but was since "returned" with the message, "Sorry, I did not mean to send this email." I was left in state of confusion and contempt, to which I replied with a single word - "What?!"
Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
If you are on contract the network should sort this for you.
sue them.
and don't ask questions in General
deakodude said:
If you are on contract the network should sort this for you.
Click to expand...
Click to collapse
I bought this from buymobilephones.net on a contract with T-mobile. But they aren't to blame, it's Samsung's Bad Customer service. Can I complain to them?
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
Theshawty said:
Unless you can prove them wrong, you're sh*t out of luck, I'm afraid. Next time you're going to debs something in, take a photo of it (with timestamp) what it looks like before you send it in so you have counter proof.
Sent from my GT-I9300 using Tapatalk 2
Click to expand...
Click to collapse
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
you can still file a complaint
Jekle_Ace said:
Yes, But it's the first time i've ever had to send any Samsung Device to Service, ever. Never expected for some hooligan Engineer to be damaging my phone. Next time I will always photograph it head to toe. But have I exhausted my options with this? Why would they damage my phone?
Click to expand...
Click to collapse
The engineer damaged or and does not want to take responsibility so puts the blame on you.
I suggest you file a complaint or sue them in civil court.
Sent from my GT-I9300 using Tapatalk 2
Glebun said:
you can still file a complaint
Click to expand...
Click to collapse
Samsung don't care. Apple would of been an easier choice, there Customer Service is impeccable. Just puts a sour taste in your mouth about who you purchase your next phone from?
Deleted.
Well, customer care is also something you have to pay for. Hopefully I won´t have to have my phone repaired.
Samsung Damaged Phone Repair - Choosing a third party service center is better
HTML:
<h1>Samsung Galaxy Note ii / 2 / Galaxy Damaged Phone Repairs - Why it's Smarter to use a third party Service Center </h1>
Third party service center repair shops in the USA are more reliable, much quicker, and less likely to waste your time with Samsung Galaxy S3 / S2 / Siii / or Galaxy Note 2 repairs. The Samsung phone repair needs to be done by a qualified mobile electronics commissioned individual and I use XpressFix Smartphone Repair in Orlando.
Jekle_Ace said:
Hello, I'm aware Samsung's Customer Service UK is awful from people in the Galaxy S2 forums, On Thursday I sent away my Galaxy i9300 (undamaged) to Samsung's service centre (I believe it was regenersis contracted by Samsung) The original fault on my phone was a Charging problem, it would stop charging (stuck at a percentage) and took 6+ hours to charge fully. Samsung sent me a freepost jiffy bag and asked my to send away the battery with my S3 as well so i put the battery in the bay with the phone and sent it away still no damage from this point and still switched on and functioned perfect accept the charging problem.
I then received a letter in the post claiming they couldn't repair the phone because it was out of Manufacturers warranty because of physical damage and wanted 35.10GBP for repairs to the Battery terminals on the phone, but I refused to pay and they sent my S3 back to me. But to my surprise I go to put the battery in the phone and I see that on of the pins have been bent and twisted which was not the condition I sent it off in. I phoned Samsung yet again about this and denied responsibility again and said the fully trust what the engineers are saying. I phoned the Repair Centre and they said they inspect the phone before they do any repairs to it and the picture show the pin was bent and damaged. (I believe the engineer damaged it and then took the pictures)
What can I do? Samsung just send me in an infinite loop to talk to the Repair centre then the Repair Centre just tell me to talk to Samsung. They are accepting no responsibility. How can I take this any further?
I'm in the UK.
Thank you.
Click to expand...
Click to collapse
Send it to http://www.freesamsungrepairs.com in Bicester. Ask for Dean and they'll take care of you.
Not only in UK Or USA, Samsung has horrible service and I recently got to taste that for an Unbranded I9300 here in India.
The bezel color came off suddenly and it was a few months old. Reported back to CEO desk, where they took 15 days in delaying and giving me 1 day more needed clauses.
Then I finally got back a call from them telling me , your handset has just crossed 6 months and you cant get the bezel changed FOC. I needed to pay Rs.7000 for that.
I denied, so in vindictive nature, they returned me the phone with my speakers changed, and then the speakers were fully broken.
Again reported back to CEO desk, where my handset was again taken back at a diff service center and returned back yesterday with speakers changed.
Long Live SHAMESUNG .
This would probably be my last product, as this company just sells products but doesnt provide service to customers.
Add Canada to the list.
Months ago I sent my phone in during warranty within the first year of purchase because the USB charging port was screwed up naturally (what a nightmare). This was a terrible design, and if I knew Id need a repair after purchase I would not of purchased the phone. I got it back from repair then and the USB port went again within 4 months, this time out of warranty I blew a gasket because it should never of broke the first time, and for it to break again was that the fault of the repair shop or the design of the actual phone using the USB port? Anyways... This was my second time sending it in for the USB port then I recieved it back damaged. Before I sent it in the second time for the USB issue, I made it clear with Samsung, if it is the exact same problem again, I want another phone, I am not going to replace this part every few months, they somewhat agreed to assess my phone. I explained I didnt want it repaired by the same shop, they agreed and I also made clear with them I wanted them personally to do the work at their location to find out if this is some sort of ongoing problem with the phone. I did not want another third party to just keep replacing the parts in the phone, if something breaks twice on its own, there is a reason with the design. Samsung made me believe that it was going to be dealt with the best way possible, and even my Phone Carrier was made aware of this and totally felt the phone was going to be assessed by Samsung and not just fixed again by a same third party company. My carrier has been informed of the nightmares I've been going through with all of this.
So as the story goes...
Got my phone back from repair last week. Went to post office picked it up, opened up the package anxious to get back on my phone and make sure it works, so I open the package before leaving the post office parking lot, and when I opened it, it doesn't even look like my phone, but it is!! Phone looked terrible marked up and abused looking. I immediatly opened the work order / paper inside and found a different third party company did the repair again (same parts as the first time) and that it was "authorized". On the paper it declares the same damage of my phone as I had recieved it from them, not as I sent it though!!! (I properly wrapped it in bubbled wrap bigtime, then put it in a bigger box packed with paper, there was no way any damage could be done to it whatsoever).
On the work order paper I recieved it claims I must call the third party company (not Samsung) within 24hrs to dispute any issues. At that very moment I was so pissed, not only was my phone a disgrace, but I suddenly had to call a third party? What the hell?? I sent it to Samsung!!!!
I got on the phone with Samsung immediatly in the parking lot explaining to Samsung I was disgusted and wanted something done about my phone immediatly. I told them I did not want to go home from the post office without mailing them the phone back. They asked me if I called the third party shop, I said "No! I didnt send them my phone, I sent Samsung my phone! I am not going to get into a squabble or hold anyone else but Samsung responsible for this issue!" They understood me well... They told me to go home with the phone and take photos and send them to their ECR department, and they would have a response within 48hrs. So I did...
Went home took photos of the phone and sent them to Samsung ECR department, 24hrs later I confirmed by calling them that they received the photos and that it was being worked on. They claimed they couldnt find the photos, so I forwarded them the same email I sent with photos attached for a second time. (Which they did recieve in my records the first time they were sent). They told me they needed a day or so... So I called them the next day, told me to call again in another day, called them the next day, waited 25mins on hold then they come on and tell me I have to wait another 4 days because it was a friday of a long weekend.... Maddening!!! Here I am a company owner with no smartphone being put off more and more... I need my phone!!! It is a big part of my day to day life with so much going on.
So I wait 4 days, call them mid day of the business day. They tell me they escalated things to a higher level (whichever/whoever that is) and I must call them in another 24-48hrs after they talk to the repair department... I said "What the hell??? You had last week to do all of this, why is this not already done???" ... Samsung ECR replied "Oh sorry sir I will email them right now and get a report on this phone repair from the repair shop"... So he sent an email request and the third party company replied back "The phone was damaged when we recieved it, we sent it to the consumer fixed the way we recieved it." So then I got upset, I requested to have this investigated further by someone senior because I am pissed off, and fully informed them my carrier was following up with me on how this issue is resolved for their own records.
They told me to call them again in another 24-48hrs. That is where I am at now.
I am disgraced to be treated this way, I have $6000 worth of Samsung Electronics never had a problem with any of it, and this happens with 1 item. If I had any idea how their customer support / warranty dept and ECR was, I would of likely reconsidered my purchases, but I just loved my phone when it worked .
ECR department is under staffed taking forever on hold, and there should definately be a "higher up" that someone can contact if ECR is mismanaged or not doing things right. When I asked to talk to someone higher up, they said "There is noone you can talk to higher up".
$700 Samsung Phone USB Port Breaks 9 Months after Purchase.
$700 Samsung Phone has same USB Port Issues Repaired TWICE (last time 4 months after repair)
$700 Samsung Phone gets sent back from repair to consumer unidentifyable. I would not of recognized it as my phone.
5 Hours on the phone minimum fighting for phone with Samsung. Loss of time when I should of been working too!
$700 Samsung Phone Owner Left in the dark, disgusted, and pissed off.
My last words to Samsung was they better straighten this mess up within 48hrs or I am going to go purchase a new phone, disgusted with this rollercoaster ride they have taken me on for something they are liable of in the first place. My carrier is being fully informed of this terrible ordeal as it unfolds at their main office and kept in their records.
Lets face it, little people like us don't threaten a businesses existence.
I once got a D-Link wifi dongle, the range was a complete and utter lie, (was 1/4th what they were claiming), additionally I was dealing with their slow support. By the end of it, it exceeded the two weeks warranty. Chinese companies are far more reliable than crappy western ones.
In the 15 Years I've been in business dealing with thousands of businesses, I've never in my life dealt with an unorganized incompetent mess such as the Samsung ECR department, and they tell me there is nobody higher up that oversees their work. I requested multiple times to deal with someone of a higher level than ecr and was refused. I had a complaint about the Canadian ECR Department and their management and way of dealing with clients.
The people I dealt with in Canada, seemed like gangsters, I was disgusted in their business practise.
My last resort will likely be filing in small claims court, I have exhausted all reasonable methods.
I loved their products but their problems over the past few months dealing with their customer care have made me hate them.
I live in the UK and have had to use samsung warranty twice, on both occasions my phone was unlocked and rooted and both times they fixed my phone and returned them to me, one with a new motherboard SGS3 and the other a Samsung Nexus S which they returned fixed and with the bootloader unlocked. I suppose it all depends on your local warranty centre. It didn't happen over night but I understood that they didn't just have my phone to repair.
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.
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
jody04c said:
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
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I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
andybg40 said:
I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
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Its no surprise they are a failing company when that is how they treat loyal customers who have a genuine quality control issue. The support from HTC is disgusting. I'm glad to hear they have lost another customer due to their awful support.
I have had zero problems with their customer service or warranty. In fact they corrected a problem sprint created. Everyone has a different experience. Samsung and apple both treated me like ****. Hell apple charged me for a phone I didn't even have lol had to go to court.
Sent from my 0PJA2 using XDA Free mobile app
Well there are also customers that drop their phone and it breaks glass, scratches, dents, dings, starts malfunctioning, etc....and then they call HTC and say it is defective and not their fault. Unfortunately HTC has no way of knowing who is lying and who is not. If they exchanged phones for every customer that claimed defect, they would be exchanging phones that people broke left and right. Certain things shouldn't come loose or start to rattle and if that starts happening they will know it is a defect once they get enough cases. Unfortunately with glass, it is the easiest and most common thing broken on a phone, so doing warranty replacements for broken glass is rare. A screen protector and case do nothing for protecting the camera glass. Most people this has happened to are blaming excessive heat. So I'm assuming you had your phone on the charger over night and it may have overheated from the charger. It would be nice if HTC would at least make an effort to investigate and see if this is possibly happening.
I've only had one experience with HTC customer service, but they replaced the pink tint camera on my M7 for just the labor costs even though it was out of warranty and two years old. YMMV, I guess.
I had this problem as well. It's like talking to a wall with these guys. If you say we will replace your phone no matter what the problem,no questions asked, than you best live up it. When I called, I was bombarded with questions and told I had to pay for them to fix it.
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable). But there was a chance I'd have to pay for repair even though there was obviously damage related to neglect. Also, I work remotely, so I have to have my phone for work and the only option was for me to send it in and wait for repair. Anyway, I was frustrated and ended up taking the phone to an AT&T service center and sweet talking them to swap it out for me.
My second experience with HTC was more recent and much better. I had my M8 in my shirt pocket and bent over to pick something up and it slipped out onto the concrete. The glass cracked and there was damage to the metal body. This time I used chat support and the rep couldn't have been better to deal with. I told him what happened, and he checked and said I was eligible for a replacement under the screen replacement policy. I told him that the metal had also been damaged, and he asked me to describe the damage, and while he wouldn't say with 100% certainty that there wouldn't be a problem swapping it out (understandable since I could have been under-reporting the level of damage) he said kind of off the record that if the damage was as I described, there wouldn't be a problem. Anyway, they put a $599 hold on my card + $29 for overnight shipping and the next day I had my new M8 and sent my damaged one back. About a week later the hold was removed from my card.
Anyway, I've had awful CS experiences at a lot of places and then later had great ones. I think it's really hit or miss with these large corporations.
Finally, I think HTC is attempting to shift their warranty policy to be more liberal in replacing/repairing physically damaged phones and honoring warranty for unlocked ones. It seems like this shift isn't going as smoothly as some of us consumers would like.
cstrife999 said:
Hell apple charged me for a phone I didn't even have lol had to go to court.
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Please expand on that
neverdie007 said:
Please expand on that
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My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
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cstrife999 said:
My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
Sent from my 0PJA2 using XDA Free mobile app
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I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
andybg40 said:
I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
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Yeah, too often it seem to depend on what CSR you get, and how their supervisor has been behaving that week.
I've twice had to get the trackpad on my MBP replaced, both times were my fault (too much eating and drinking at my desk :silly, and both times Apple fixed it no questions asked under the protection plan.
andybg40 said:
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
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When you figure that out pls share the secret!
My wife has a freaking blackberry z10!!! That she doesn't want to give up because "everything is set up how she wants it".....
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I can tell you that Apple is undoubtedly the BEST in the service and support department! I just don't understand how these other companies can't see how simple it is and just do it the way Apple does! I mean, it makes me not want to buy another Samsung, LG or HTC product, because ALL of them I have had issues with at one point or another. The one time I had an issue with Apple I was so pissed off that I called in to customer care and spoke to a manager about the problem that I had at a store nearby. She saw that I had purchased about 10 Apple devices in the last 8 years or so, and gave me $150 credit for Apple accessories and also next day aired me a brand new 6 Plus because the Apple store would not replace it after I was having problems and I just got done spending almost a grand for the damn thing! These phones are expensive, and if these companies can't take care of us then go somewhere else because someone is willing to take care of you the right way! Just like this G4 I have that has marks on the display due to a screen coating issue at the plant. Because it;s an International model they won't touch it! WOW I understand that companies don't honor some warranties when you buy an imported phone, but when it's 3 days old and the phone just came out and it has defects that are 100% LG's fault, they should have just told me to send the damn thing in and they would fix it, now they lost my business! That just cost them quite a bit considering I buy EVERY damn flagship that comes out! (almost) They don't care though.... -END OF RANT-
jollywhitefoot said:
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable).
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Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
sausje85 said:
Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
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Sorry, I should have clarified. This was about a month or two after they came out.
jollywhitefoot said:
Sorry, I should have clarified. This was about a month or two after they came out.
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Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
sausje85 said:
Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
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I wasn't blaming the person. There was already a thread on XDA aboout the issue, but I imagine CS reps are discouraged from acknowledging internet speculation. I was frustrated with the system that was going to make me send my phone in for repair rather than them sending me a new one (with a CC hold, obviously) and then me sending the defective one back. I guess it wasn't clear in my post, but I use this phone for work and didn't have a backup.
jollywhitefoot said:
but I imagine CS reps are discouraged from acknowledging internet speculation.
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Haha, you should. It's exactly as you say it is to the company "just speculation", companies always use bull**** like "only vocal minority" to deceive others. So they rather keep it quiet and ignore forums like this on purpose
I owned a beautiful metallic red HTC One m7 untill recently. It was rooted + BL unlocked (not S-off) since day1 and never ran stock rom. I started noticing all the pictures were out of focus and that camera was stuck in macro mode. I took it back to shop for warranty (it was 1y 8 months old) and they sent it back to HTC for repair. Bootloader showed Relock and it was on an old stock rom nandroid that I found from internet
Almost 3 weeks later it was back, with new camera that was excellent again. They updated to latest Lollipop rom even, with BL still in relock. However they messed up upper speaker grill as the metal was no longer flush with body (stuck out enough to be clearly felt by finger when swiping on screen). I took it back to shop, complained and it got sent away again.
Another 2,5 weeks go by and I get the phone back. This time HTC completely changed the body and screen. It was like having a brand new One M7 in beautiful red. It had still same motherboard and still relock BL. However.... they forgot to install/connect the headset speaker.. so I had no sound when calling someone >_>. Back to shop, complain, explain and return the phone..
So a week later I got the phone back. Except I didnt get the phone back. What I got back was a 32GB M9 in gunmetal grey. I am both happy to have a proper upgrade and for free, a little sad to see my lovely M7 taken from me and quite disappointed in the QC of HTC repair centres.
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!