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Warranty Woes - help please!!

recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........

What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml

thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed

the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(

I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***

sounds shocking. Good luck mate and what country are you in?

I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.

I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...

Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days

i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...

I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.

Samsung Warranty Service is a Scam! What Can I do now?

Word of warning: don't ever buy a Samsung phone if you expect to be covered under the one year manufacturer's warranty. They will make up some excuse to not honor your repair!
This is my situation:
I have a brand new Samsung Galaxy S6. I was having some issues with the battery getting too hot and I noticed some other minor issues that seemed to be hardware related. This phone is well within the manufacturer warranty period and has never been dropped or been exposed to liquid in any way. I sent it in for repair, hoping that Samsung would either replace the battery or send me a new (refurbished) replacement S6. I followed all the steps to send the phone in for repair, had to get a loaner phone for the time-being, and waited.
My phone arrived at their repair center in Texas on 7/15 and was checked in by one of their technicians. Not even 12 hours later, I checked the status of my repair online and found updated technician notes stating the phone was looked at and it was determined to be "beyond economical repair." The technician's notes stated that my new $700 Galaxy S6 phone showed signs of liquid damage on the motherboard! How could a phone that is designed as one piece and not easily taken apart, be so quickly opened up and shown to have corrosion on the motherboard?! This is a three month old phone at best.
So, now my warranty is voided and I have no idea the condition the phone will be in when I get it back. Upon finding this out I called Samsung to hopefully get a solution before they shipped my phone back. Well not surprisingly, I was told nothing could be done because the phone was now marked as having liquid damage. I even spoke with a supervisor and asked for proof of the damage in the form of photos but they refused. Now what do I do? The issues originally were not major on my phone and it was working when I sent it in. What if I get it back and it's no longer operational? I can't afford to lose the money I paid for this phone by getting it back and it no longer working.
That's worse case scenario I guess, but still, do yourself a favor and buy an iPhone. At least they honor their warranty and don't make up damage claims they can't prove.
Super disappointed in Samsung. Share this. Tell everyone you know.
Update*
I posted this on Samsung's Facebook page and they asked me to send their support department a private message with my ticket number. See their response in the attached image...

I had the same problem with my wife's Galaxy S6.
After a hot day the phone went crazy-mode and I contacted Samsung and they told me to sent it in for repair.
One week after I sent the phone I receive it back with that "beyond economical repair/warranty void" slap in the face.
I called and got escalated to someone that made a 3-way call with the repair center where they told me water damage.
I asked for proof/pictures and they said they were confidential (really?!?). After that the CSR told me there was nothing they could do as their policy for water damage is warranty void - no repair and he suggested me to email the president ([email protected]).
I emailed them and the next day I received the pictures in the email (which could belong to any device as it was a close up from some part of the main board) and a polite message basically saying: water damage, no repair, nothing can be done.
I tested the phone it is working and I told my wife to keep using it until it dies (almost a month it is working fine).
Luckily when I got the phone at BestBuy I got a square trade warranty for the phone so if it dies at least I can get another one but I still feel betrayed by Samsung on this.

If you sweat enough it will cause the water damage stickers to change color. Warranty through Tmobile would have denied you as well. The only difference is Tmobile would have been more of a pain because you would have already been on your refurb for three weeks before you found out your claim was denied. LGSilva how much do you need to pay to use your warranty? Because they do cover water damage and I'm just wondering what the deductible is.

The liquid sticker is unreliable. When i worked at verizon for 10.5 years with revenue assurance and device testing during the alltel merger verizon stopped using the LDI sticker because it turns for sometimes no reason.
Samsung should be able to provide proof of corrosion or other physical evidence other than the LDI
Even apple made statement regarding the falsehoods of the LDI. http://gizmodo.com/5747878/triggered-water-damage-indicator-doesnt-rule-out-replacement-iphones

Taking your phone into the bathroom when you shower can also trip the void stick. So be careful

we as consumers need to fight this fraudulent method of determining liquid damage, the manufacturers are so lazy that they cannot identify corrosion and prove it? Somehow we should bend over to their corporate slob laziness?
No thanks. Fight back, and if Samsung isn't gonna do anything about it climb the ladder, their US HQ is in TX.

@ThePagel The deductible is $75

Well you water damaged it what do you expect. Warranty via Samsung is one of the best out there.
Sent from my A0001

Here in canada, I had broken my note 3 screen within a week of release, rooted and everything, they fixed screen without issue, for free. Same thing happened with my note 4, exact same thing. Samsung is awesome, at least here in canada.

Not to be mean or anything, but if you actually bought a warranty from another company that covered full accidental damage you wouldn't have ran into this $700 expense that cannot be reimbursed. Never rely on manufacturer warranties.

you guys really need to get squaretrade $5 phone insurance. its a no brainer, protect your investment!

Bought a Tmobile Note 3 for my son from Tmobile with the warranty. The Note 3 was under warranty. It wouldn't power on unless it was plugged in. Unplug it and it powered down. Battery at 100%.
My son was working on a ship overseas and had to buy a new phone.
Called Tmobile - took 3.5 hours (an entire afternoon) to get them to set up a warranty return. They just couldn't coordinate at the office to make it happen.
Eventually they got it right and sent a phone to my local Tmobile store to exchange.
The manager had a light and showed me a tiny crack in one of the corners.
He said, if I send this in, T-mobile will charge you $175 to repair the crack.
Well, a brand-new Note 3 is only $125 on Ebay or other places.
I checked with several phone repair places. They explained to me that the Samsung Note 3 had a crazy front case that Samsung tried once and dropped.
So,, my Samsung Note 2 or the Samsung Note 4 would only cost around $40 to repair But a Note 3 is $250.
The phone works - it just won't stay powered unless it is plugged in. It's not because of the tiny crack on the front.
But, the warranty will charge me much more than a brand-new phone if I try to use the Tmobile warranty!
I have 9 more payments of $10 a month to pay off a Tmobile phone that worked for 90 days.
Tmobile warranty is horrible! I have been on Tmobile since 1999. I will drop Tmobile on a family plan the moment there is a better deal.
I have to use wireless in my home in the middle of Denver. Tmobile bars are zero! Tmobile sent a home booster. It helps get one bar then no bars.
Tmobile like many other companies just doesn't care.

nicklopez1 said:
Word of warning: don't ever buy a Samsung phone if you expect to be covered under the one year manufacturer's warranty. They will make up some excuse to not honor your repair!
This is my situation:
I have a brand new Samsung Galaxy S6. I was having some issues with the battery getting too hot and I noticed some other minor issues that seemed to be hardware related. This phone is well within the manufacturer warranty period and has never been dropped or been exposed to liquid in any way. I sent it in for repair, hoping that Samsung would either replace the battery or send me a new (refurbished) replacement S6. I followed all the steps to send the phone in for repair, had to get a loaner phone for the time-being, and waited.
My phone arrived at their repair center in Texas on 7/15 and was checked in by one of their technicians. Not even 12 hours later, I checked the status of my repair online and found updated technician notes stating the phone was looked at and it was determined to be "beyond economical repair." The technician's notes stated that my new $700 Galaxy S6 phone showed signs of liquid damage on the motherboard! How could a phone that is designed as one piece and not easily taken apart, be so quickly opened up and shown to have corrosion on the motherboard?! This is a three month old phone at best.
So, now my warranty is voided and I have no idea the condition the phone will be in when I get it back. Upon finding this out I called Samsung to hopefully get a solution before they shipped my phone back. Well not surprisingly, I was told nothing could be done because the phone was now marked as having liquid damage. I even spoke with a supervisor and asked for proof of the damage in the form of photos but they refused. Now what do I do? The issues originally were not major on my phone and it was working when I sent it in. What if I get it back and it's no longer operational? I can't afford to lose the money I paid for this phone by getting it back and it no longer working.
That's worse case scenario I guess, but still, do yourself a favor and buy an iPhone. At least they honor their warranty and don't make up damage claims they can't prove.
Super disappointed in Samsung. Share this. Tell everyone you know.
Update*
I posted this on Samsung's Facebook page and they asked me to send their support department a private message with my ticket number. See their response in the attached image...
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Click to collapse
I looked this up on Google to see if anyone is having the same issues as i am right now and everything you said is exactly what i am going through!! My phone screen isn't working and sent it to Samsung under warranty their saying i owe them $362.00 because it isn't under warranty it is liquid damage by shipping it to them. Umm no i said you all are making up excuses so i pay you and i said i am not paying you it is under warranty!! I am not sure if i am getting my phone back now as of right now using my old phone that won't let me make calls at all ugh how annoying should of just went to a iPhone if i knew this.

Has anyone used Samsung premium care?

I dropped my unlocked phone purchased from Samsung, it was fine luckily. I am however, sad that prior to being dropped, the screen was covered with a ton of small scratches. I've always used an Otterbox defender, which no longer has screen protection. I had a glass cover on it but it popped off when the phone dropped and was loose around the edges anyways, waste of $50.
So, I was considering adding premium care. Is it a pain to get a phone replaced when damaged?

I have never used premium care but with any insurance coverage don't expect to get your device replaced. They will always try to repair whenever possible. They will only replace if the device is unrepaireable & even then you probably will receive a refurb except in cases where the device is brand new & refurbs are not available yet (not the case at this time for the Note 8). And this is not limited to phone, goes for most if not all electronic devices. I worked in oem depot repair services for years. That's what many people don't understand, many people think they will get a replacement/new device, real word, most likely not going to happen.
Starting a couple days ago, Samsung has contracted ubreakifix stores to help handle their repair & warranty services. Will take a while for many of the stores to get implented but when it happens if you have a local store near you service will be much quicker, i some cases same day if you have a support ticket reserved. Samsung is know for slow repair service

In the USA Samsung's partnered with directTV (I think, maybe dishtv)to provide face to face support for premium care, if you chose to have a repair technician visit you instead of going to the store, basically the only thing they do is look at it, I think they can reflash the phone. If it's physically damaged the technician just does a data copy to a new (possibly refurbished) phone.

djdunn said:
In the USA Samsung's partnered with directTV (I think, maybe dishtv)to provide face to face support for premium care, if you chose to have a repair technician visit you instead of going to the store, basically the only thing they do is look at it, I think they can reflash the phone. If it's physically damaged the technician just does a data copy to a new (possibly refurbished) phone.
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Click to collapse
You get the same exact phone as you would under Premium Care, except they ship it to the closest DISH depot instead of directly to you, then they come to your house to exchange it with their "White Glove" service... the package the DISH guy had literally had white gloves in it lol. Package also had a new USB C cable, Fast Charger, and USB OTG adapter (for using Smart Switch to transfer data to replacement phone). It took them over 9 days to coordinate an appointment that worked with my schedule, had I known that DISH only does these after 12pm, even though Premium Care said they could do it starting at 9am, I would have had them just ship it to my house. The DISH guy was pretty clueless, pretty sure they just had a presentation on how the program works and an instruction sheet, he had to call his supervisor twice. I ended up doing all the work backing up and restoring to the new device myself as I could see it taking them a lot longer todo it. Only upside to the DISH service was the free charger, usb cable and adaptor, oh and can't forget the free white gloves!

compatible screens

i have a international dual sim model (n960f/ds) and i cracked the dang screen last night. apparently its not a simple replacement. breaking the screen means replacing the digitizer as well, local places dont carry my international screens and have told me the U.S version wont work with my phone.
is this true?
im not skilled or steady enough to replace it myself. i have found some places that would do it provided that i have the part.
ive been searching for a couple hours now and only found ebay listings for the replacement screen but it would take a least a month before the screen even gets here. (china origin)
*edit* after being on the phone for hours. i finally got connected to someone that gave me an a real answer. Ubreakitifix is partnered with samsung which is the place i went to and they denied me because of policy issues rather than parts compatibility. Samsung representative assured me the US screens will function normally with other models as long as its the same phone type.

samsung s10e camera lens smashed

Hi can anyone help me with finding a replacement camera lens.
5 minutes ago I got into my car and my phone was sticking out me pocket and I reached for my seat belt and the buckle hit the lens's and smashed it I'm soo ***** off.
Does anyone no where I can get a replacement from and ifso any tear down to fit it. Thanks in advance

vimto25 said:
Hi can anyone help me with finding a replacement camera lens.
5 minutes ago I got into my car and my phone was sticking out me pocket and I reached for my seat belt and the buckle hit the lens's and smashed it I'm soo ***** off.
Does anyone no where I can get a replacement from and ifso any tear down to fit it. Thanks in advance
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I think best to just go to samsung care, or some samsung repair shop. S10 came out fairly recently, so separate parts being offered aren't likely, and neither is the individual repair going to be easy.

XtremeCoder109 said:
I think best to just go to samsung care, or some samsung repair shop. S10 came out fairly recently, so separate parts being offered aren't likely, and neither is the individual repair going to be easy.
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+1. Its a new device and an expensive one. You should not experiment with it. Most people break their devices by doing self repair. Better go to samsung care.
Sent from my Samsung SM-G973F using XDA Labs

What they said. I've attempted repairs on phones/tablets and I've about a 50% success rate. IF and that's a big if, you actually find the lens, it very likely won't be an original part. Your possibly cheap self repair could end up costing half the price of a new phone.

I took your advice and contacted my local Samsung center which was around 35miles away from my home.
I visited yesterday morning and They repaired it for free of charge.
They said they had some offer on for the S10 range till the 4th April for repairs.
Took a hour and it was done.
They not only changed the lens but they changed the whole back and also the camera module (even tho the back and module wasn't affected)
So fantastic service never have I smashed a camera lens before I was shocked.
First time using Samsung care and they was brilliant.

vimto25 said:
I took your advice and contacted my local Samsung center which was around 35miles away from my home.
I visited yesterday morning and They repaired it for free of charge.
They said they had some offer on for the S10 range till the 4th April for repairs.
Took a hour and it was done.
They not only changed the lens but they changed the whole back and also the camera module (even tho the back and module wasn't affected)
So fantastic service never have I smashed a camera lens before I was shocked.
First time using Samsung care and they was brilliant.
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Glad they were able to sort you out. Now be more careful!