Well, after a whole day of owning the S6 Active, the screen is cracked. Slid out of my pocket about a foot and a half onto the pavement. Not a huge drop, and honestly was expected it to be fine because it didn't sound like it hit hard. But the screen is done, about 1/4 of it is spider cracked. Makes me really wonder if I need a case on this phone, never would've thought so since it looks like it's already in a case.
Any ideas on whether a replacement would be available at any local shops that do all of the screen repairs? I know the Active is different from the regular S6's so not sure if they can do the active repair.
I did get the phone insurance, but would rather just get the screen fixed if possible.
Suggestions??
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Sent from my Nexus 5 using Tapatalk
Try ATT customer service. The phone is rated for drops, that's why you bought it.
AoN.
Sent from my SAMSUNG-SM-G890A using Tapatalk 2
Looks like you were really unlucky. There are 3 impact spots on the screen where presumably it landed on rocks that were sticking up high enough to reach the screen. It would have been nice to have a taller lip around the edges.
Another thing occurred to me, if you purchased it on a credit card, some have purchase protection, which covers theft and accidental damage for one to three months after buying. Amex has this.
AoN
anneoneamouse said:
Another thing occurred to me, if you purchased it on a credit card, some have purchase protection, which covers theft and accidental damage for one to three months after buying. Amex has this.
AoN
Click to expand...
Click to collapse
Yeah, no luck for me, put it on Next. Had to do an insurance claim....
I think the guy that ran his over with his car called Samsung direct to have it replaced. About $200
Sent from my SAMSUNG-SM-G890A using XDA Free mobile app
Broken screen....
I had the same experience...only had the phone 12 days. Fell from only a few feet....cracked the LCD screen, but not the glass. No insurance ( haven't needed it in 20 years) AT&T said I could pay off the phone ( bought with NEXT) or pay the $300 to get the screen fixed. Contacted AT&T and Samsung...no help so far. I had trouble with the phone the first day I had it....smart switch didn't work correctly, and lost contacts and couldn't receive text messages for 24 hours. Went back and asked about replacing phone. Replaced SIM card instead. Now this...so disappointed. Not as durable as advertised
Livelyc, did you buy on a credit card? Both my amex and visa offer purchase protection for the first month or so, including accidental damage. AoN
Anybody have any luck with this?
I bought new from att 6 days ago. Yesterday, (first drop ever) it fell ~28'' onto a flat level hardwood floor, and the camera "lens" glass cracked at the center - making it impossible to take pictures. More importantly, b/c of this it is no longer water and dust proof.
I have been playing ping pong between att & samsung - both of who say physical damage isn't covered. The whole reason I bought it is because it is supposed to be drop resistant, shock, water, dust etc. The salesperson sold me for good when he proceeded to drop one onto carpet from waist height. The other selling point is the US Military Environmental Engineering Certification, along with these other statements on att's website:
"Meets U.S. Mil-STD-810G for water-resistance and to withstand dust, shock, vibration, temperature extremes, humidity, and high altitude. Submersible up to 1.5 m of water for up to 30 minutes. Rinse promptly to remove residue. Shock-resistant when dropped from less than or equal to 4 feet onto a flat surface. Device may not perform as shown in all extreme conditions."
I do know this standard is somewhat iffy when it comes to consumer products, but the real weird thing is that after talking to higher-ups at Samsung, they gave me a statement saying they have never claimed any of the above - basically I think this marketing point was fashioned by att, as the only place you can find the claim is on their website, and tech blogs that cite att's website.
Maybe it is just my emotions getting the best of me, but I just think one of these companies should take responsibility for this. I mean according to the quote above, if it fell in a toilet and I immediately pulled it out, promptly rinsed off the residue, and it wouldn't turn on - it seems like it should be replaced. So why wouldn't the bit about dropping onto a flat surface be equally applicable?
It is true that both samsung and AT&T's limited warranties state that they are voided by physical damage...but the phone's selling point (at least to me) was that it could stand up to physical damage. I suppose it just seems unfair to me to sell something that claims it is red, and then state in the fine print that if it isn't red, you aren't covered...
Anyway, I know I am probably just ranting by now, so I apologize for that. I know this is a forum about developing as well, and I will admit I joined solely for this post - so of that isn't cool, I understand and will not take offense to negative feedback.
Regardless I will continue to update this post regarding any milestones I hit with Samsung or att on this issue. It would be awesome if we could attack this problem together (for everyone else that feels jipped with their active). So far, I have just been told that physical damage voids any warranties, and I can pay to get it fixed. When I tell CS rep's to read the statement on att's website about the active regarding its "drop-resistance" I have gotten more than one agreement that the whole situation seems unfair.
If anyone else has any new info about this, please share, it is much appreciated. Will be updating.
If you bought the phone on a credit card, contact them, and see if their customer service department can help.
AoN
The screen quality seems to be awful!
Same thing happened to me today: I was sitting in a camping chair and the phone slid out of my pocket and fell flat on a gravel. Estimated height: 1 foot. Result: Cracked screen.
I had the phone for 10 days.
Got it at Best Buy. Will try to return it under their 14 days return guarantee.
Luckily I bought one of those glass screen protectors, which seems to be good.
Good luck with Best Buy, hope some good comes out of that.
I am pretty sure my credit card company does have some type of damage protection, however I am a bigger fan of cash - which is what I used to purchase my s6 active. It is always just much more simple and effective, although you have given a great reason to do otherwise.
I could understand if this happened with an iphone, regular s6, or literally any other phone. Whats that? You dropped your iPhone onto a pillow and the screen cracked? It isn't made to be dropped, we cannot cover that. But the s6 active which is marketed on our website to be shock resistant from 4 feet or less? Yeah go ahead and drop it. see what happens.
I went to the att store on a monday afternoon to complain. I had the manager and all 3 salespeople at the table with me. They had no other customers the entire time. I am really thinking about going there on a saturday to see if the pressure gets to them.
I know a reliable samsung parts supplier offers s6 active screen. You can visit there official site www.hcqs.com.cn.
water damage on the active?
Little scared right now, I bought the S6 Active about a week ago, and just today decided to take advantage of the "aqua mode", bringing the phone in and out of the water to take a picture. The phone started acting up, saying dock connected, among other things involving the charger port. 3 hours later and the charger port is not working properly. Hopefully this doesn't last, Samsung is shady as hell if they don't honor a water damage claim. Don't have an underwater mode if you won't honor water damage. :/
Search the forum, this has happened too many people. It'll be fine once it dries out. AoN
Anyone find a screen
Busted my S6 Active (2-3ft drop) and having a hard time finding a screen, there are a couple on ebay but sell fast and one hiked his price from 200 to 300 with the last one in stock.
Samsung still tells me $240 and 1-2 week turn around. I can't go two weeks without my phone, it is a business phone. The guy that tested the active and eventually ran it over with his car, sent his in to get repaired by Samsung, he sent it in end of June, did not get it bask for around a month, end of July, they ended up replacing the phone. His assumption and mine is that even Samsung couldn't get the screen in and just gave up waiting and sent him a new phone. I would say his YouTube 'career' helped in just getting a new phone. I am just a pissed off loyal customer but have no fan base.
Like everyone else, I am super pissed at ATT and Samsung that they seem to sell this as a rugged phone with a shock/drop rating but no one will cover the repair, or warranty the rest of the phone if it is busted.
I have argued with so many people at Samsung they are not budging, trying again with ATT hoping for some sympathy considering I have not owned it but a month, maybe.
Trying to track down a supplier source for the screen but even that seems impossible considering its such a hard to find screen.
Anyone else have any luck?
michael6030 said:
Little scared right now, I bought the S6 Active about a week ago, and just today decided to take advantage of the "aqua mode", bringing the phone in and out of the water to take a picture. The phone started acting up, saying dock connected, among other things involving the charger port. 3 hours later and the charger port is not working properly. Hopefully this doesn't last, Samsung is shady as hell if they don't honor a water damage claim. Don't have an underwater mode if you won't honor water damage. :/
Click to expand...
Click to collapse
what was the result with the problem? i had the same problem and sent it to samsung..
under warranty or insurance, i just want a new phone or a phone in that case..
Same issue happened to me. I got a replacement screen from king ju and followed the replacement guide on youtube to replace the screen. Now the phone is working fine
I recently lost mine out of my pocket while riding my dirt bike it shattered the screen and won't work anymore. Has anyone had any luck finding a screen for cheaper than $199.00 and how hard is it to replace by yourself
Related
I didn't drop it, didn't bang it against anything, nope-- it was just in my front pant pocket not being pressed on at all, covered by the official bumper case meant to protect it. Funny how it shattered perfectly around that speaker grill though, if there was a weak point in the glass that could cause a shatter, that would sure be the spot. Makes me wonder if anyone else has had a crack start in the same area, especially spontaneously?
Got a piece of tape on in it here in the picture, wanted to hold in the glass shards. I'd love to get it repaired, but I contacted Nexus and LG support and it sounds like their warranty process is a hole I don't want to dig myself into, probably would end up with a too large bill due to "physical damage" and a phone no more intact than it is now. Not to mention being out a phone for weeks, how can anyone tolerate that? Oh well, I guess I'll just have to take off my nice bumper case and cover up that now uglified back with a more full coverage TPU case.
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Update: Well I'm sure many would say I'm wrong and an impact caused it, but I'm reasonably certain I know when it happened. I work on robotic equipment and was doing a calibration procedure tonight when I heard an odd crack. At first I thought it was the machine, but the sound signature was wrong and repeating the procedure didn't cause it to reoccur. I was standing straight up not leaning on anything or having any pressure against that pocket when I heard the sound. It was only later when I was heading home I noticed the odd feel of the back of the phone and discovered the crack. I figure that crack sound must have been it. Shocked me, I've never had a phone crack before, I'm very careful how I handle them. Oh, and I don't wear skinny jeans - I'm build like a defensive lineman, so relaxed fit all the way.
Some people have suggested sending the phone to LG, but they don't have any advance replacement program, and I can't afford to go without my phone for 2 weeks just to get a repair estimate. Got my Diztronic TPU case on order, frankly this is the first phone in years I haven't used one of their cases on, my mistake for thinking the phone would be well built enough that the official case would do the job. I will have to look and see if my credit card has any extended warranty program thing though.
Update 2- So it looks like the damage might be covered under my credit card purchase assurance plan, I have to get an itemized repair estimate to complete the claim though. Hopefully a local place can give me that, like heck if I'm going to send the phone to LG for 2 weeks just for that. Frankly the cost of being without a good phone for that period is worth more to me than the cost of the repair, I'd rather just wait till the part becomes available and pay for it myself. It sounds like they also do replacements if repair isn't feasible due to parts not available, etc. Although the phone isn't currently available either, so we'll see how that goes.
On another note I spoke to one of my friends last night who works for a cell carrier that has many Nexus 4s on their network. She said that 3 employees at the location she works also had cracks on their Nexus 4's in almost the exact same spot. She didn't say they were spontaneous, but clearly it is a weak area on the back of the phone. At least one of them was using a full coverage case when it broke, apparently a TPU case. Alas as regretful the thought of covering such a nice looking back panel is, those who don't have broken backs yet may want to invest in high-impact cases, simple TPU or the bumper doesn't look to be cutting it. Since mine is already broken, TPU should be good enough I suppose, mainly just want to cover up the damage.
wot that really sucks. and yah.. the speaker and the camera are the soft spots. the really bad thing is the back has a lot to it. i dont see them as being cheap. some guy managed to get a couple from lg.
wow, amazing, that looks JUST like what I would expect from impact...
CrazyPeter said:
wow, amazing, that looks JUST like what I would expect from impact...
Click to expand...
Click to collapse
This happened to a guy who went to the movie theater a few weeks back. Same exact place on the phone.
Wow ...
If you search the forums there was one guy with the exact some thing... claimed he treated the phone very well and then for no reason all the glass smashed around the speaker like that.
http://forum.xda-developers.com/showthread.php?t=1999345&highlight=cracked+glass
OgremustCrush said:
I didn't drop it, didn't bang it against anything, nope-- it was just in my front pant pocket not being pressed on at all, covered by the official bumper case meant to protect it. Funny how it shattered perfectly around that speaker grill though, if there was a weak point in the glass that could cause a shatter, that would sure be the spot. Makes me wonder if anyone else has had a crack start in the same area, especially spontaneously?
Got a piece of tape on in it here in the picture, wanted to hold in the glass shards. I'd love to get it repaired, but I contacted Nexus and LG support and it sounds like their warranty process is a hole I don't want to dig myself into, probably would end up with a too large bill due to "physical damage" and a phone no more intact than it is now. Not to mention being out a phone for weeks, how can anyone tolerate that? Oh well, I guess I'll just have to take off my nice bumper case and cover up that now uglified back with a more full coverage TPU case.
Click to expand...
Click to collapse
Obviously impact. Nice try though. Next.
I voided my warranty.
Looks like the crack propagated from the picture's top right "corner" of the speaker opening. Assuming that it is not the result of an impact as you say, the radius of the cut out could be too tight to account for flexing of the phone.
OgremustCrush said:
I didn't drop it, didn't bang it against anything, nope-- it was just in my front pant pocket not being pressed on at all, covered by the official bumper case meant to protect it. Funny how it shattered perfectly around that speaker grill though, if there was a weak point in the glass that could cause a shatter, that would sure be the spot. Makes me wonder if anyone else has had a crack start in the same area, especially spontaneously.
Click to expand...
Click to collapse
Uh, pretty sure official bumpers aren't meant to protect that. it's meant to make the phone land on its bumper edges. Not protect the phone's back or front. Only protection for that would be having your device to never touch the surface.
Not sure people should be so quick to assume it's always the result of mistreatment. The phone has problems with the glue, the glass is thin, if it separates even marginally from the back of the phone, that's enough to open the door up for cracking your glass with ease.
happened to a friend of mine as well..not as bad as this but it is happening to a lot of people
Well I'm sure many would say I'm wrong and an impact caused it, but I'm reasonably certain I know when it happened. I work on robotic equipment and was doing a calibration procedure tonight when I heard an odd crack. At first I thought it was the machine, but the sound signature was wrong and repeating the procedure didn't cause it to reoccur. I was standing straight up not leaning on anything or having any pressure against that pocket when I heard the sound. It was only later when I was heading home I noticed the odd feel of the back of the phone and discovered the crack. I figure that crack sound must have been it. Shocked me, I've never had a phone crack before, I'm very careful how I handle them.
Man that sucks. Also recall another user that had the same shattering. Assume you ate going to give Google a call? Did the other guy get a replacement for his phone?
OgremustCrush said:
I didn't drop it, didn't bang it against anything, nope-- it was just in my front pant pocket not being pressed on at all, covered by the official bumper case meant to protect it. Funny how it shattered perfectly around that speaker grill though, if there was a weak point in the glass that could cause a shatter, that would sure be the spot. Makes me wonder if anyone else has had a crack start in the same area, especially spontaneously?
Got a piece of tape on in it here in the picture, wanted to hold in the glass shards. I'd love to get it repaired, but I contacted Nexus and LG support and it sounds like their warranty process is a hole I don't want to dig myself into, probably would end up with a too large bill due to "physical damage" and a phone no more intact than it is now. Not to mention being out a phone for weeks, how can anyone tolerate that? Oh well, I guess I'll just have to take off my nice bumper case and cover up that now uglified back with a more full coverage TPU case.
Click to expand...
Click to collapse
This guy has an OEM back covers, you can replace it if you want, shouldn't be too expensive.
zephiK said:
Uh, pretty sure official bumpers aren't meant to protect that. it's meant to make the phone land on its bumper edges. Not protect the phone's back or front. Only protection for that would be having your device to never touch the surface.
Click to expand...
Click to collapse
Well somewhat, a bumper still protects the back by distributing an impact along the edges of the phone as long as it is from a source wide enough it does not point through that perimeter. Drop a phone with a bumper 4 feet onto a flat surface vs one without, odds are the bumper will save the first phone. As I was not whacking my pocket against sharp edges, I don't see how having a bumper vs a full case would make a difference here.
This is reminding me of a time when the back window on a what was a virtually brand new Fiat Cinquecento shattered whilst parked in my drive. Fiat replaced it under warranty as these things happen from time to time. It was a hot day, and the glass ran out of room to expand (and the seal was not fitted properly), and it just shattered, I'm wondering if the glass expands at a different rate to the rest of the phone back, when it gets warm. If this is the case, then this problem will become very common.
Point of impact.
Case closed.
Too bad it happened buddy.
Maybe a jean snap put pressure on it in a specific spot? Really unfortunate :crying:
richteralan said:
Point of impact.
Case closed.
Too bad it happened buddy.
Click to expand...
Click to collapse
It that's a point of impact, it's exceedingly small, like tip of pen small.
Glass back meeeeeeeeh :silly:
Another guy wearing skinny jeans messing up his phone? j/k
I would be fairly pissed off if this happened to me, that and I'm sure 99% would just think I'm full of it.
Hey,
i want to share with you my recent experience with the german and probably also austrian repair shop for Motorola phones, called datrepair. They're also partners with Samsung, Sony, and Apple. The reason i had to send my phone in was because of a broken audio jack since day 1, which i didn't notice at first (i thought of my headphones) and then waited for a replacement phone.
First of all, if it comes to the point you have to send in your phone for repairment, everything is really professional, you can even look up the current status of the repair. Also it really didn't take long to repair.
The one and only thing that's shocking is how lousy they seem to care about the phones. Here's what fell right out of the package i received when i was happy to finally get it back and proceed to root it:
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I want to remark that my phone was in a condition i'd best describe as "like brand new", apart from a small part of silver shining through the lower edge of the display border and some little marks near the USB port. Not a scratch, the display has the same film since day 1 - not a single fingerprint was ever on this display.
Damages:
- obviously, Motorola logo not sticking to the phone anymore, i can see the glue pad
- left side of the R in the logo damaged, you can see it if you look closely
- all six torx screws scratched, that's probably not avoidable but they could've at least changed them after disassembly - massive resell value lost
- the display film is damaged / dirt under it but that's not that big of a deal as this was the first one of my 6 i used. Anyway this probably could have been avoided, not even the film had a single scratch..
I'll keep you updated. I instantly sent an email to their support hotline as they're only taking calls till 17.00 and i was home shortly after this. Also, i didn't want to pay 14ct/minute as i will pay another 5€ to ship it back to them again. If they were within 100km range from me, i would jump into my car tomorrow and throw this excellent example of astonishing quality control and professional labor right into the guy's face that "repaired" it. Even i can solder a audio jack, but i would have lost my guarantee if i did so. It's really shocking how people in shops handle your personal stuff, i recently experienced the third damage done to my car in my official dealership within 1.5 years, this time they damaged a rim that's worth 450€ (a single one, not four!) and made by the official tuner of the car company. Everybody in this place knows how much they're worth, .. wait, i am slowly drifting away from the topic.
What do you think of this? I think i'll also contact Motorola themselves, just to be sure something WILL happen if the shop damages it again.
CentaXx said:
Hey,
i want to share with you my recent experience with the german and probably also austrian repair shop for Motorola phones, called datrepair. They're also partners with Samsung, Sony, and Apple. The reason i had to send my phone in was because of a broken audio jack since day 1, which i didn't notice at first (i thought of my headphones) and then waited for a replacement phone.
First of all, if it comes to the point you have to send in your phone for repairment, everything is really professional, you can even look up the current status of the repair. Also it really didn't take long to repair.
The one and only thing that's shocking is how lousy they seem to care about the phones. Here's what fell right out of the package i received when i was happy to finally get it back and proceed to root it:
...
I want to remark that my phone was in a condition i'd best describe as "like brand new", apart from a small part of silver shining through the lower edge of the display border and some little marks near the USB port. Not a scratch, the display has the same film since day 1 - not a single fingerprint was ever on this display.
Damages:
- obviously, Motorola logo not sticking to the phone anymore, i can see the glue pad
- left side of the R in the logo damaged, you can see it if you look closely
- all six torx screws scratched, that's probably not avoidable but they could've at least changed them after disassembly - massive resell value lost
- the display film is damaged / dirt under it but that's not that big of a deal as this was the first one of my 6 i used. Anyway this probably could have been avoided, not even the film had a single scratch..
I'll keep you updated. I instantly sent an email to their support hotline as they're only taking calls till 17.00 and i was home shortly after this. Also, i didn't want to pay 14ct/minute as i will pay another 5€ to ship it back to them again. If they were within 100km range from me, i would jump into my car tomorrow and throw this excellent example of astonishing quality control and professional labor right into the guy's face that "repaired" it. Even i can solder a audio jack, but i would have lost my guarantee if i did so. It's really shocking how people in shops handle your personal stuff, i recently experienced the third damage done to my car in my official dealership within 1.5 years, this time they damaged a rim that's worth 450€ (a single one, not four!) and made by the official tuner of the car company. Everybody in this place knows how much they're worth, .. wait, i am slowly drifting away from the topic.
What do you think of this? I think i'll also contact Motorola themselves, just to be sure something WILL happen if the shop damages it again.
Click to expand...
Click to collapse
Well, I'm happy that I've seen your post. I own a rooted Razr i so i don't have any guarantee and that's why I'm very carefull with it. But my sister owns also a Razr i (not rooted) and she still has a guarantee. The problem is, her phone fell down on the street and the aluminum part is little bit scratched and bent. Also there are very thin black stripes on her display now, but her display works perfectly. Now I thought about sending it to the same repair service you did and even asked them about it. They said it will be about 150€! That's when I thought to leave it be. But after I saw your post, I decide to NEVER send it to them.
After 20 mins of phone ringing, they picked up at excactly 17pm. I'll get a free postage stamp, so i won't pay for the shipment back to them. So far, service or at least "customer care" seems to be good, but i'm still interested in how i'll get the phone back. I'd bet they just glue the logo with the little dent in it.
Don't pay 150€ to repair it! Think of how much you'd still get for it in ebay. Sell it and buy another one, it's only 280€ now. I think it's realistic that you'd get 120€ for your phone, so for another 150 you could get a brand new one. Or, better option, try to fix it yourself.. Where excactly from germany are you?
CentaXx said:
Where excactly from germany are you?
Click to expand...
Click to collapse
I'm from Herborn which is in Hessen.
Ok, if you were from berlin or close to it i would have offered you that we'll take a look inside it together. I'd go not as far and consider myself an expert but i repaired a few electric devices and i'm studying electronic engineering, so i know quite a bit about that ..
MAJOR UPDATE!
Got an email today, phone can't be repaired. I'm offered to get full refund for the price i bought it. As i got it in a contract, i hope i'll receive the 360-385€ it was worth when i got it. If this will happen, i'll let go of my razr i experiment and switch back to HTC with their One. I guess, looking back the razr i was a bad chose for me - i like the look, love the size, battery life was great but i'm missing developers. I already found myself looking jelly across the pond to some One users and the astonishing software that comes with the marvellous looks.
However, it's a real shame for the shop and i will definitely contact motorola after i'm finally done with this s***. What do they think of themselves? I can get torx screws to replace the now scratched ones in every hardware story myself. Also i don't think that the 50ct motorola logo is so unique and can't be glued back into place again that it'll make the phone irreparable.
I'll be so relieved if this works out, i'm just afraid for the next bad thing to happen..
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
bozdag said:
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
Click to expand...
Click to collapse
Ouch. I am not in the UK but I am interested to see how this all turns out
Thanks, the worst part is that I actually watched as the scratch formed itself and grew bigger.
My hypothesis is that it may have been caused by heating and cooling of the phone.
My Note 4 did get pretty warm one time at which point it throttled itself. Hope someone at Samsung actually
knows how the UK law operates and sorts this out.
That seems like a crack, do you have a gap to the near edge there ? Im pretty sure the tiny gaps the phone has are to prevent exactly this type of cracking the screen against the metal edge due to heat cycles
Update: There are now three scratch/cracks which are parallel. I am beyond upset with Samsung and their unwillingness to sort this issue out.
I hope this doesn't happen to me x_x I doubt anyone would believe me if I told them that at best buy or something
Holy sh*t dude.
Let me know how this goes tomorrow. That is NOT cool.
That's not looking good at all, you should repost your story and photos on Samsung's Facebookpage and Google Plus page for everyone to see and hope that they will reply to you there. It might be a way to get around the denied reply you got from techsupport.
/ Magnus
You obviously have a faulty unit. Raise hell and don't give up until they replace it.
Another "phone crack by itself" thread? Those usually don't fly too well here and usually amounts to, the OP just talking a lot of hot air I'm just eating the cost of repair if he doesn't have insurance.
shook187 said:
Another "phone crack by itself" thread? Those usually don't fly too well here and usually amounts to, the OP just talking a lot of hot air I'm just eating the cost of repair if he doesn't have insurance.
Click to expand...
Click to collapse
Cool story bro. You wouldn't believe it until it happens to you. At the end of the day, if I were to scratch or crack my phone, I wouldn't give a **** and just replace the screen myself.
But in this case, I am disappointed with a phone I purchased less than 2 weeks ago. I'd expect it to be defect free for £630 and if it does have a defect Samsung should have taken it back.
I've never owned an Apple phone before, but I have purchased headphones from the apple store before which when it went faulty after 11 months they swiftly refunded it according to the 'sales of goods act' which the manager lady there said so herself. The lads at Samsung need a sales law seminar.
I see little leprechauns in my garden at night and no one believes me.
My Note 2 has a crack that runs diagonally from the upper left to the lower right. One single continuous crack that mysteriously showed up out of the blue. No spider webbing or whatever. I did NOT drop my phone. I did not witness the crack appear, as the OP, but did notice it shortly after I had been for a walk out in the heat. I have always been convinced that it was a fault in the glass to make it crack in this way. Phone still works fine and I never pursued the issue with Samsung (I had owned the phone approximately 7 months when said crack occurred.) I work at a college and have seen a huge amount of cracked screens...all spiderwebbed and nasty...mine is just the one diagonal edge to edge anomaly. So yeah, I believe it could happen. Good luck getting Samsung or the carrier to do anything about it though. I do wish you well on your endeavor.
"Tapatalk"
bozdag said:
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
Click to expand...
Click to collapse
If you have the option, just try a different location to do the exchange. That doesn't look like a typical crack.
Happened to my s4, the thread is still going I think. It cracked like that in my pocket. I think it was from heat of my thigh and the cool air or something. Samsung told me I must have dropped it for that to happen. And in the end I sold it on eBay for spares and got like £200 for it.... Best of luck.
Hendrickson said:
Happened to my s4, the thread is still going I think. It cracked like that in my pocket. I think it was from heat of my thigh and the cool air or something. Samsung told me I must have dropped it for that to happen. And in the end I sold it on eBay for spares and got like £200for it.... Best of luck.
Click to expand...
Click to collapse
I hope extreme cold to warm won't make that happen.. It's about to be that freezing time of the year x_x
Could you update the OP with the additional cracks?
Sent from Z3 using Tapatalk.
That got me scared because I have a scratch in a similar place - not reaching the border and much smaller though. I hope it's just a scratch..
Samsung really became Samsuck lately.....
I'll never go back to Samsung again after I replace my S-2. The best smartphone made by Samsung ever. All the rest is a pure miss by them.
To OP and fellas with cracked screens....good luck on your way and a pro tip......Don't buy Samsung anymore...they just need money....your money....that is all their aim is....purchase another device which is "better"....sadly...
my 0.02€
January 26 I got my second note 4 purchased online from the Italian store neophoniastore. Like every time I make a video unboxing of my new phone, this time after finishing the video, I realize that the phone is scratched into the frame in a small spot on the lower left, and only them. The box was sealed and the phone came out already scratched (I can see the scratch in the video) , the seller says it is my fault and I must repair the phone with my money, I tried to contact the Samsung via Twitter, Facebook and email, but after three days I have not received any response. Is this the way to treat those who spend € 600 for a phone? Am I the only one with this problem?
this is the video
https://www.youtube.com/watch?v=zUzFrJ0jXI8
View attachment 3140506
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are you serious ? lol.
its a phone. get over it. youre going to put a case on it anyway.
I'll have to agree. By the way, every single Note 4 is scratched somewhere (even before the seal on the box is broken). Samsung is using cheap metal this time to make up for profit loss. This is what happens when a company like Samsung tries to meet demands of the customer. We all wanted a metal frame, and this is what we got. We can't have everything, otherwise, these billion-dollar corporations can't sustain and survive in a ever-growing market.
zurkx said:
are you serious ? lol.
its a phone. get over it. youre going to put a case on it anyway.
Click to expand...
Click to collapse
shinral said:
January 26 I got my second note 4 purchased online from the Italian store neophoniastore. Like every time I make a video unboxing of my new phone, this time after finishing the video, I realize that the phone is scratched into the frame in a small spot on the lower left, and only them. The box was sealed and the phone came out already scratched (I can see the scratch in the video) , the seller says it is my fault and I must repair the phone with my money, I tried to contact the Samsung via Twitter, Facebook and email, but after three days I have not received any response. Is this the way to treat those who spend € 600 for a phone? Am I the only one with this problem?
View attachment 3140506
View attachment 3140507
View attachment 3140508
View attachment 3140509
Click to expand...
Click to collapse
If you made the unboxing video, why not post a link here? Does the video show this defect? If this is a defect then by law in your country and the Samsung Warranty you should be able to return the product back to the seller for refund.
Redefined301 said:
If you made the unboxing video, why not post a link here? Does the video show this defect? If this is a defect then by law in your country and the Samsung Warranty you should be able to return the product back to the seller for refund.
Click to expand...
Click to collapse
Yes the video show the scratch, but it is over 2gb and shows my name and address, I'm going to edit it before posting. I already contacted the seller, and ask him the replacement or 100€ refund, but by phone he says me to contact Samsung, because he isn't going to refund me anything. Anyway I Like this phone and I want to keep it, the scratch is so little, but I'm really disappointed because I spent 600€ for a damaged phone and no one in Samsung is responding my questions or offering support, only silence.
arjun90 said:
I'll have to agree. By the way, every single Note 4 is scratched somewhere (even before the seal on the box is broken). Samsung is using cheap metal this time to make up for profit loss. This is what happens when a company like Samsung tries to meet demands of the customer. We all wanted a metal frame, and this is what we got. We can't have everything, otherwise, these billion-dollar corporations can't sustain and survive in a ever-growing market.
Click to expand...
Click to collapse
My Note 4 is perfect, no scratch or other defect. Probably you did it and dont see how!
Very small scratches you may have to accept to some extent but still, as you say for such an expensive phone you shouldn't accept a bigger one. Looks like the one in the picture is quite noticeable. I would also be disappointed and even if you don't get a refund you should receive an answer at least.
Not everyone uses case anyway.
Mine was surprisingly scratch-free, as it should be even if it becomes very easily scratched.
Did you buy it abroad?
Some sellers open it to insert sim-card locally once I've seen to avoid lock. They might scratch it.
Some less serious sellers also use returns / refurbished phones that was previously opened.
Sent from my SM-N910U using Tapatalk
This has been mentioned many times on the forums already. One can see only as far as his or her eyes can see. I have personally gone through 12 different Note 4's each having some microscratch somewhere, and yes, that would include the home button. The only microscratch I see is a faint one on the metal chamfered edge as a result of the way the device was packaged by Samsung. These devices come all the way from Vietnam and are handled by the carriers in the states, extremely sure the scratches are to the normal extent as possible.
Scratches which are not normal are those handled by the innocent that want to protect their investment by installing cases on their phones. That's an isolated incident, and the OP on this thread "may" have tried using a case which chipped the frame.
burnin said:
My Note 4 is perfect, no scratch or other defect. Probably you did it and dont see how!
Click to expand...
Click to collapse
Samsung told me that since it is an accidental damage they do not have responsibility, then they told me to do a quote for the repair at my expense. this is the phone of another boy, also his arrived scratched.
the box was closed with seals intact, no brand, so never used by carrier.
arjun90 said:
This has been mentioned many times on the forums already. One can see only as far as his or her eyes can see. I have personally gone through 12 different Note 4's each having some microscratch somewhere, and yes, that would include the home button. The only microscratch I see is a faint one on the metal chamfered edge as a result of the way the device was packaged by Samsung. These devices come all the way from Vietnam and are handled by the carriers in the states, extremely sure the scratches are to the normal extent as possible.
Scratches which are not normal are those handled by the innocent that want to protect their investment by installing cases on their phones. That's an isolated incident, and the OP on this thread "may" have tried using a case which chipped the frame.
Click to expand...
Click to collapse
Can I ask why you went through 12 devices?
here the reply from samsung support:
Welcome to Samsung Customer Service
As for the assistance of the display of your Note 4, I wish to inform you that the repair, as is
stated in the warranty card inside the box of the product, do not cover accidental damage.
In order to request the repair of its smartphone, the invitation kindly refer to our
City Point.
kind regards
Luca
SAMSUNG customer Exclusive
That's absurd, sorry to hear that. If your experience was true, do the right thing, and give Samsung the video of "you actually unboxing the video and experiencing this from the start."
shinral said:
here the reply from samsung support:
Welcome to Samsung Customer Service
As for the assistance of the display of your Note 4, I wish to inform you that the repair, as is
stated in the warranty card inside the box of the product, do not cover accidental damage.
In order to request the repair of its smartphone, the invitation kindly refer to our
City Point.
kind regards
Luca
SAMSUNG customer Exclusive
Click to expand...
Click to collapse
Might as well SHOW YOUR PROOF OF EVIDENCE, OTHERWISE many on the forums, including myself, will consider this thread a waste of time to attend to.
shinral said:
Samsung told me that since it is an accidental damage they do not have responsibility, then they told me to do a quote for the repair at my expense. this is the phone of another boy, also his arrived scratched.
the box was closed with seals intact, no brand, so never used by carrier.
Click to expand...
Click to collapse
It's what happens when you know too much. :silly::good:
AMOLED technology at its finest in addition to a few other quirks and "usual" quality control issues Samsung has to offer on their premium flagship devices. Finally acknowledged it was a Samsung attribute all along.
jonahtriangle said:
Can I ask why you went through 12 devices?
Click to expand...
Click to collapse
arjun90 said:
Might as well SHOW YOUR PROOF OF EVIDENCE, OTHERWISE many on the forums, including myself, will consider this thread a waste of time to attend to.
.
Click to expand...
Click to collapse
This afternoon after 9 tweet, samsung exclusive sent me a tweet and I show them the video, now I'm waiting for a response.
this is a screenshot of the unboxing video, I can't show the full video, because it shows my name,address, and imei when I cut the security seals
shinral said:
This afternoon after 9 tweet, samsung exclusive sent me a tweet and I show them the video, now I'm waiting for a response.
this is a screenshot of the unboxing video, I can't show the full video, because it shows my name,address, and imei when I cut the security seals
Click to expand...
Click to collapse
It's unacceptable to accept that it's normal to receive a brand new €600 phone with some scratch. Some people won't mind but it's totally unacceptable to sell a €600 phone with that kind of faults. Samsung should do something about it.
If you really have a video where you show the unboxing and the scratch so they can see that it's not accident but a manufacturing defects then promote it in twitter specially. Some companies react when yu mention them in twitter because they don't want some big blog site to give coverage to the story and show how bad their customer service is.
But if your video doesn't show the unboxing and the scratch then you won't be able to do much as they could say that you had an accident after doing the video
Good Job with the video, that should wake Samsung Executives up. Now, show us a screenshot of Samsung's response on Twitter and continue to keep us informed. Not just you that had to go through this. :good:
shinral said:
This afternoon after 9 tweet, samsung exclusive sent me a tweet and I show them the video, now I'm waiting for a response.
this is a screenshot of the unboxing video, I can't show the full video, because it shows my name,address, and imei when I cut the security seals
Click to expand...
Click to collapse
arjun90 said:
I'll have to agree. By the way, every single Note 4 is scratched somewhere (even before the seal on the box is broken). Samsung is using cheap metal this time to make up for profit loss. This is what happens when a company like Samsung tries to meet demands of the customer. We all wanted a metal frame, and this is what we got. We can't have everything, otherwise, these billion-dollar corporations can't sustain and survive in a ever-growing market.
Click to expand...
Click to collapse
Unless you've actually SEEN AND CAREFULLY INSPECTED every single damn Note 4 out there (that would take you years, by the way -- they've shipped millions), you're pulling your conclusion out of thin air or from that part of your body where the sun doesn't shine.
The 12 you've 'inspected' doesn't count -- especially compared to the millions of devices out there. Quit trolling.
Mine didn't have any scratches out of the box. I'm probably more concerned about this sort of thing than the average XDA user and I would never take something from a shop that had a visible defect.
If your device came scratched just return it. Don't have time to do it? Didn't do it when you could have? Tough luck.
Nah, not trolling, Samsung already acknowledged this. Search the forums, virtually everybody's impressions and feedback are consistent. Many have tried to circumvent this by installing plastic film, etc., and solutions have worked to an extent. There is a link that navigates you to SamsungTomorrow's Blog showing how Samsung did their best in terms of handling devices during the assembly and packaging process; the logistics is also a major factor. Many have tried to avoid scratches, but have failed; I've been through AT&T, T-Mobile, and Verizon, and the International Note 4, they all have it somewhere, and it ultimately depends how you look at it and how you define it. Take it easy and move on. End of story. The next big thing is almost here.
jpbl1976 said:
Unless you've actually SEEN AND CAREFULLY INSPECTED every single damn Note 4 out there (that would take you years, by the way -- they've shipped millions), you're pulling your conclusion out of thin air or from that part of your body where the sun doesn't shine.
The 12 you've 'inspected' doesn't count -- especially compared to the millions of devices out there. Quit trolling.
Mine didn't have any scratches out of the box. I'm probably more concerned about this sort of thing than the average XDA user and I would never take something from a shop that had a visible defect.
If your device came scratched just return it. Don't have time to do it? Didn't do it when you could have? Tough luck.
Click to expand...
Click to collapse
I had scratches out of box aswell, but I didn't mind alot.
And guy up is right, almost every device is factory scratched lol.
I wouldn't Lol. Otherwise, Samsung may fuel this even further. If they want to compete with companies like Apple, Samsung needs to change their manufacturing and QC process ASAP. Read the authentic reviews on the Note 4, and even after a couple of pulls out of a jean pocket, users had undesirable scratches to their chamfered edges.
I respect those that deny seeing any scratches as they have their own observations and claims as well.
I do have to say that Samsung could have done a lot better with this aspect. These issues started surfacing from the Note 2, onwards. The Galaxy S2, Galaxy S, and Galaxy Note N7000 never posed these minor issues.
CollectorZ said:
I had scratches out of box aswell, but I didn't mind alot.
And guy up is right, almost every device is factory scratched lol.
Click to expand...
Click to collapse
This is ridiculous you shouldnt expect any sort of damage minor or major on a brand new device. You have evey right to demand refund.
Hi all,
I've just noticed something on my S21 Ultra at the top of the screen. I am curious whether this is normal or whether I should be concerned. Once you notice something like this it's of course haunting you every time you look at your device. Especially when you paid premium. It is hard to describe even with pictures.
I first noticed a weak shadow at the top that was not even. When I started tilting the phone in the light I then noticed what looks like the LC screen delaminating from the top glass downward into the device towards the top. The bottom does not show that at all. It's a reflection from the gap between the top glass and the lc screen I am pretty sure. It's not a perfect straight line from left to right and curves a little towards the left and definitely around the camera punch out.
Note, it is not a cause of reflection from the top screen, I assure you that by tilting the phone it is something under the top glass.
Long story short, before I contact Samsung about this I wanted to ensure that I am not overinterpreting things.
The first picture shows the bottom of the device. Looks great.
The second under identical conditions shows the reflection between two glass surfaces just down to the bottom of the camera punch out across the width of the screen.
The third picture shows the top of the screen while on
The fourth is trying to capture the shadow. That is really hard to capture without manipulation the image and even then with the camera it's not very visible. Trust me, it is by eye.
Any help appreciated. And of course, I am not waking up any sleeping dogs and make others paranoid with this.
cheers
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Sorry in advance for asking you trivial question.
Have you already removed Samsung's original pre-installed screen protector?
Security555 said:
Sorry in advance for asking you trivial question.
Have you already removed Samsung's original pre-installed screen protector?
Click to expand...
Click to collapse
I am in the US and the Ultra's were not shipped with a pre-installed screen protector. That would be an easy fix though. Unfortunately not in this case. What you see is the bare screen.
derausgewanderte said:
I am in the US and the Ultra's were not shipped with a pre-installed screen protector. That would be an easy fix though. Unfortunately not in this case. What you see is the bare screen.
Click to expand...
Click to collapse
Didn't know that.
Regarding your observation/concern,
I don't see anything that fits your description on my unit.
Security555 said:
Didn't know that.
Regarding your observation/concern,
I don't see anything that fits your description on my unit.
Click to expand...
Click to collapse
Great, that is one data point for me to contact Samsung. Cheers
It's solid glass... which doesn't delaminate.
Looks like a screen protector if it's on the outside of the glass. If on the inside it's the AMOLED display it's self that is warping... not good if so.
Some of the same models may have with a factory installed protector and some not.
blackhawk said:
It's solid glass... which doesn't delaminate.
Looks like a screen protector if it's on the outside of the glass. If on the inside it's the AMOLED display it's self that is warping... not good if so.
Some of the same models may have with a factory installed protector and some not.
Click to expand...
Click to collapse
yeah, it's definitely NOT on the outside of the glass. It's inside and as you say it might be the amoled that is warping. Will try to see if they fix it.
cheers
adamlee2012 said:
The left edge of the display looks like it has a gap and light it bleeding from it. I'd get it exchanged or repaired
Click to expand...
Click to collapse
hmm, took a closer look but that to me looks like a reflection of light form the edge of the screen or the metal frame. Thank you. I will definitely start a repair/return process.
cheers
derausgewanderte said:
yeah, it's definitely NOT on the outside of the glass. It's inside and as you say it might be the amoled that is warping. Will try to see if they fix it.
cheers
Click to expand...
Click to collapse
That sucks; you paid good money for it and deserve a defect free device.
That should've never slipped through QC.
Take detailed pics the day you box/ship it, double box and insure it. Use FedEx or UPS.
Sure looks like a screen protector is on it. Look at the circle around the camera cutout.
felloffthetruck said:
Sure looks like a screen protector is on it. Look at the circle around the camera cutout.
Click to expand...
Click to collapse
Looks like the display cutout to me...
looks like a defective glass to me. Would pay to get that replaced.
felloffthetruck said:
Sure looks like a screen protector is on it. Look at the circle around the camera cutout.
Click to expand...
Click to collapse
I don't think that is a camera cut-out of a screen protector. Looks like the face-unlock indicator animation that appears around the camera on the lock-screen. In all of OP's images, that ring is only visible on the lock-screen image.
derausgewanderte said:
Hi all,
I've just noticed something on my S21 Ultra at the top of the screen. I am curious whether this is normal or whether I should be concerned. Once you notice something like this it's of course haunting you every time you look at your device. Especially when you paid premium. It is hard to describe even with pictures.
Note, it is not a cause of reflection from the top screen, I assure you that by tilting the phone it is something under the top glass.
Any help appreciated. And of course, I am not waking up any sleeping dogs and make others paranoid with this.
cheers
Click to expand...
Click to collapse
Tried to compare it with my phone, and I can't replicate any warping or shadows. Seems to be a defect under the front glass. I'm no engineer but my guess is that the underlying OLED panel has come away from the overlying Gorilla glass (probably due to LOCA failure - the adhesive that keeps the glass adherent to the OLED screen below.
Whatever it is, it's not normal. If I were you, I'd start bugging Sammy for a device replacement, failing which you should at least get a screen replacement under warranty.
thank you all. Here is what my day went like today. I'm used to this. I just went through the same crap with Fitbit.
1) 8am: called Samsung support and was instructed to go to UbreakIfix in my area to assess the situation. They are contracted with Samsung (US). Luckily only a 20min drive for me.
2) 10am: the folks at UbreakIfix recognized the problem and it agrees with enigmaamit's and my conclusions above.
3) They informed me that they will start the process and it includes contacting Samsung.
4) 11am: They called me an hour later to inform me that Samsung said that it is NOT under warranty.
5) I contacted Samsung Support to let them know that I do not agree with their blind assessment, that even the UbreakIfix folks agreed with me. That didn't move the support lady and she was trying to give me some bs why not. I asked for a supervisor and waited 20min for her to find one.
6) Then talked to a supervisor and he eventually he agreed that it is still under warranty and gave me a ticket and reference number I can use to have UbreakIfixit continue the work.
7) 12am: I called UbreakIfixit and let them know. They were impressed that I turned this around (oh no, wait... we are not done yet...). They said they will proceed but during the process they will have to contact Samsung again before the surgery.
8) 1pm: UbreakIfixit calls to let me know that they were told by Samsung that it is not covered under warranty.
9) Called Samsung Support and the guy immediately asks me if I want to discuss with a supervisor. He can't get a hold of one for 30min but I eventually have all three parties on the call to address the situation. Samsung support rep says, he will have a supervisor contact me after evaluation of the situation. PS: during all these calls, Samsung kept asking me about 20 times whether there is any damage to the phone. I knew I should not call what I see damage and called it manufacturing problem.
10) 4:30pm: UbreakIfixit calls to let me know that they just got off the phone with Samsung. Apparently they were on hold for 3hours with them just to find out ......drum roll......it's not under warranty and that I have two options. UbreakIfixit had the phone already taken apart with the replacement screen ready to go onto the phone! Pay the $318 for the repair or reconnect with Samsung to have it directly shipped to Samsung for evaluation and repair, with emphasis on "no guarantee it is under warranty and that I will have to pay the repair if it's not".
Wow, what a cluster f...ck. Kudos to the UbreakIfixit folks for going through this and keep a straight face. They told me that over the last couple weeks a number of S21 Ultra folks came in with blank screens and went through similar Samsung support nightmares but got theirs replaced under warranty. I guess I can only hope my phone goes blank before the warranty is expired.
Phone is back with me. For now I am too tired to think about shipping it just to find out that it's not covered under their warranty - whatever that is.
It's a nuisance at the moment and I will go that route once the delamination expands. I am also looking at repair kits and there are good instructions online how to do it. Of course I am going to wait with that until my warranty expires.
Great product but awful customer support. They are trained to save every penny and their #1 goal is to tell you that whatever you have is not under warranty.
In the meantime I will write this up in a letter and keep bugging them about this. They wasted my and UbreakIfixit's time with this.
Alright, hope you never have to contact Samsung support!!
cheers and thanks again for looking at my post and replying.
Update1: based on repair kits on ebay it is clear that there is a cover glass above the actual touchscreen. The kit costs $20 and includes tools and LOCA. What this tells me is that I am indeed seeing delamination of the touchscreen from this cover glass. The ebay listing also says that it's extremely difficult to do a repair. I will not touch that but it was informative.
Update2: as a tinkerer I also looked at OLED repair kits. both on ebay and aliexpress they cost ~$300 (it's not just the touch screen itself but a bunch of other things). The UbreakIfix price including labor for $318 is actually really good. Good to know....
Why isn't covered under warranty?
They claiming user damage?
See about filing a complaint with your state attorney general's office.
File a complaint with the FTC; enough complaints will generate hefty fines for Samsung.
I can verify that Samsung Support completely sucks. Fk them.
Keep calling them until you get a rep in the USA, usually mid AM works best. The SK and the Philippines reps are useless.
Don't leave them off the hook. Hammer them.
blackhawk said:
Why isn't covered under warranty?
They claiming user damage?
See about filing a complaint with your state attorney general's office.
File a complaint with the FTC; enough complaints will generate hefty fines for Samsung.
I can verify that Samsung Support completely sucks. Fk them.
Keep calling them until you get a rep in the USA, usually mid AM works best. The SK and the Philippines reps are useless.
Don't leave them off the hook. Hammer them.
Click to expand...
Click to collapse
No worries, I will! Cheers
derausgewanderte said:
thank you all. Here is what my day went like today. I'm used to this. I just went through the same crap with Fitbit.
1) 8am: called Samsung support and was instructed to go to UbreakIfix in my area to assess the situation. They are contracted with Samsung (US). Luckily only a 20min drive for me.
2) 10am: the folks at UbreakIfix recognized the problem and it agrees with enigmaamit's and my conclusions above.
3) They informed me that they will start the process and it includes contacting Samsung.
4) 11am: They called me an hour later to inform me that Samsung said that it is NOT under warranty.
5) I contacted Samsung Support to let them know that I do not agree with their blind assessment, that even the UbreakIfix folks agreed with me. That didn't move the support lady and she was trying to give me some bs why not. I asked for a supervisor and waited 20min for her to find one.
6) Then talked to a supervisor and he eventually he agreed that it is still under warranty and gave me a ticket and reference number I can use to have UbreakIfixit continue the work.
7) 12am: I called UbreakIfixit and let them know. They were impressed that I turned this around (oh no, wait... we are not done yet...). They said they will proceed but during the process they will have to contact Samsung again before the surgery.
8) 1pm: UbreakIfixit calls to let me know that they were told by Samsung that it is not covered under warranty.
9) Called Samsung Support and the guy immediately asks me if I want to discuss with a supervisor. He can't get a hold of one for 30min but I eventually have all three parties on the call to address the situation. Samsung support rep says, he will have a supervisor contact me after evaluation of the situation. PS: during all these calls, Samsung kept asking me about 20 times whether there is any damage to the phone. I knew I should not call what I see damage and called it manufacturing problem.
10) 4:30pm: UbreakIfixit calls to let me know that they just got off the phone with Samsung. Apparently they were on hold for 3hours with them just to find out ......drum roll......it's not under warranty and that I have two options. UbreakIfixit had the phone already taken apart with the replacement screen ready to go onto the phone! Pay the $318 for the repair or reconnect with Samsung to have it directly shipped to Samsung for evaluation and repair, with emphasis on "no guarantee it is under warranty and that I will have to pay the repair if it's not".
Wow, what a cluster f...ck. Kudos to the UbreakIfixit folks for going through this and keep a straight face. They told me that over the last couple weeks a number of S21 Ultra folks came in with blank screens and went through similar Samsung support nightmares but got theirs replaced under warranty. I guess I can only hope my phone goes blank before the warranty is expired.
Phone is back with me. For now I am too tired to think about shipping it just to find out that it's not covered under their warranty - whatever that is.
It's a nuisance at the moment and I will go that route once the delamination expands. I am also looking at repair kits and there are good instructions online how to do it. Of course I am going to wait with that until my warranty expires.
Great product but awful customer support. They are trained to save every penny and their #1 goal is to tell you that whatever you have is not under warranty.
In the meantime I will write this up in a letter and keep bugging them about this. They wasted my and UbreakIfixit's time with this.
Alright, hope you never have to contact Samsung support!!
cheers and thanks again for looking at my post and replying.
Update1: based on repair kits on ebay it is clear that there is a cover glass above the actual touchscreen. The kit costs $20 and includes tools and LOCA. What this tells me is that I am indeed seeing delamination of the touchscreen from this cover glass. The ebay listing also says that it's extremely difficult to do a repair. I will not touch that but it was informative.
Update2: as a tinkerer I also looked at OLED repair kits. both on ebay and aliexpress they cost ~$300 (it's not just the touch screen itself but a bunch of other things). The UbreakIfix price including labor for $318 is actually really good. Good to know....
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Damn! That's a horrible experience. Make sure to drag this through the mud on social media. Eveytime a corporate giant has tried to screw me in private, I've found that I get easy effective resolution once i start calling them out in public, specifically Twitter. They will try to hush it and move to DM immediately. Keep your boot on their necks over there and you should see some results. You're unlikely to be the only one suffering from this issue - this approach will also help you get in touch with other users suffering the same plight and bring attention to the defect. You may end up helping yourself as well as a bunch of other people.
enigmaamit said:
Damn! That's a horrible experience. Make sure to drag this through the mud on social media. Eveytime a corporate giant has tried to screw me in private, I've found that I get easy effective resolution once i start calling them out in public, specifically Twitter. They will try to hush it and move to DM immediately. Keep your boot on their necks over there and you should see some results. You're unlikely to be the only one suffering from this issue - this approach will also help you get in touch with other users suffering the same plight and bring attention to the defect. You may end up helping yourself as well as a bunch of other people.
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yep, that's what exactly worked with Fitbit. Cheers
derausgewanderte said:
yep, that's what exactly worked with Fitbit. Cheers
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Never hurts to boast your love of blogging...