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Advice re: AT&T Return?

I called AT&T tech support awhile back because of a couple problems I was having.
1st thing I noticed was the backlight settings not holding. I would set it o not turn off. It would stay that way for awhile, then revert back to shutting off at 10 seconds.
2nd problem was the case around the battery heating up when charging.
3rd problem was that the unit seemed to overheat if I used it (mail, internet, basic functions) for more than a few minutes. The display would then shut completely off, I'd have to pull the battery to shut it down, let it cool off then reboot.
Tech support turned me over to warranty repairs, who sent out a new phone.
I put the old one in the buble envelope they provided, stuck their label on and mailed it back.
I received my old phone in the post today with a big dent on the screen, and an arrow sticker pointing to the dent. When powered on, the screen shows a splat where the dent is and cracks widening out from it with no actual display visible.
The screen was in perfect condition when I mailed it out.
Now they want me to pay $500 for the new phone that they mailed me because "physical damage isn't covered".
BUT the phone wasn't damaged before I mailed it in. Obviously, I'm angry. I need to call AT&T and discuss this with them. I'm wondering if this has happened to anyone else, and if so, how did you deal with it? Or if anyone has any advice for how to deal with AT&T on this matter?
Thanks,
Kari

this seems odd..att states in their terms once you send out your device it becomes their property and they will not send it back under any circumstances..just keep calling them and calling..it might take you 5 hours of total talk time but you CAN get what you want trust me..i had a broken usb port (from the first version of the tilt that was released which was porly manufactured) which MANY people on xda had similar issues but nothing on att's or htc's side had been documented and they kept telling me "no its not covered blah bla" and finaly after about 4 hours of total talk time (mostly holding and reexplaining the situation 1 million times) i got an elevated elevated elevated personnel who put a note to waive all charges when the device was inspected so dont give up..just demand to be speak to elevated personnel and dont let your guard down make it clear that you sent it in for so and so reasons and why would you send it an obviously physically damaged device...DONT GIVE UP UNTIL YOU GET WHAT YOU WANT

Well thats a bumer, it all depends on who you talk to, when you call AT&T or the insurance company. I assume you have asurion . But my advice is to call asurion and not at&t because they have nothing to do with at&t , and demand to speak to a supervisor , and forget about the operator and request a transfer. Incase the you still have the envelope to take pictures of it and submit it to the returns claim after speaking with a supervisor. Thats if the envelope shows any external damage you can say it was the S&H carrier . its going to be a tough one but you can win. From my experience with asurion i had never had a problem . i have always reported my phones from at&t and sprint/nextel As lost or stolen , therefore they cannot demand a return on the phone. i have done it for over 4 years and have gotten over 5 thousand dollars in phones some i sold some where really lost or broken, but even if they was broken i still said lost or stolen. hope it helps for your next insurance experience.

Update
Well, I only had to talk to one person and they agreed that the phone was damaged after shipping, and removed the almost $500 charge.
Hurrah and thanks for the advice.

Which story is the truth?
The one here or the one on this Ebay listing?

Could be a coincedence. But if not that's pretty shady.

herecomesthetornado said:
Which story is the truth?
The one here or the one on this Ebay listing?
Click to expand...
Click to collapse
They probably buy their red arrows at the same store.

Problem with HTC Support (and the N1 phone) - Need advise

Has anyone been able to dispute a repair charge and does anyone know if there would be charges if the power button was not working?
I just want to share my story and am wondering if investing $400 of repair charges on top of a $530 phone is worth it.
4/7/10 - Purchased N1 (Compatible with 3G on AT&T U.S.) from Google Webstore.
6/7/10 - Begin having 3G data & phone signal loss in New Orleans. Contacted AT&T and was told they were having tower issues in the area. Spent one week using 2G instead.
6/13/10 - Went to AT&T store to check on service. Got a brand new SIM card that worked on another phone. At this point, carrier issue has been ruled out
6/14/10 - Phoned N1 support, performed a master reset and then got transferred to HTC for warranty support. It was either replacement or repair. Chose replacement option.
6/17/10 - Received replacement phone and shipped my original phone back to them the very next day.
6/23/10 - Received email for a $196(!) repair quotation. Phoned into HTC support and was told that it was a customer induced motherboard damage. I asked for more details on the damage & charge, and customer service said that they need information from the "warehouse" and get back to me. Never heard back from CS.
7/10/10 - New replacement phone shut off by itself and could not be powered back on.
7/11/10 - Called N1 support and performed master reset which did not work. Got transferred to HTC support but a case cannot be opened because the previous case was still outstanding. The customer serivce rep confirmed that the case notes stated that I had called for more information, and they were supposed to get back to me. I was told that I need to talk to a supervisor for further support and they do not work on weekends.
7/12/10 - Called HTC support and spoke to a supervisor. Basically she told me that my options are
my options are either to pay the $196 and close the case or wait up to 48 hours to get the details back from the "warehouse". Either way, no replacement can be processed until the previous case is closed. I was told that there is no way to:
1. Get the open case closed temporarily so a replacement for my current issue can be dealt with.
2. No other person beyond the supervisor(s) I can talk to.
3. No way to escalate to the wareshouse to speed up 48 hours needed on getting the previous repair details.
4. No one can do anything else for a customer who is going through an exception situation.
5. No clear instructions on how to dispute a repair quotation.
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction. Here are somethings that I find completely unsatisfying. Neither phones have been rooted, tempered with, dropped, or water damage on neither device.
1. First let's talk about 2 defective phones.
2. Sending repair quote to customers demanding payment without more information is unacceptable.
3. Blaming customer for self-induced damange while there is a known 3G issue for the N1.
4. Not getting back to customer on repair details is also unacceptable.
5. Not being able to open more than one case is absurd. In my situation, we're dealing with 2 different issues but for some reason, one is related to the other in the system.
6. Where is the repair charge dispute process documentation?
7. The is no exception to the "normal" escalation process is a huge gap. Basically I was told that after the supervisor level, it goes to the "warehouse". No one can talk to the wareshouse without going through the 48 hour escalation process.
8. Tell customer that damage maybe water related when the battery has no record of such.

You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App

Hi
I faced a similar situation as you. My power button went wonky and I sent it in to HTC for servicing. It was a very tiring ordeal for me.
The HTC support (in Singapore) kept insisting that my motherboard needed a replacement and they wanted to charge me for it as I had an unlocked bootloader and was unable to claim warranty.
I kept arguing with their phone support that I just wanted my power button fixed and I was skeptical that that required a motherboard replacement. They kept insisting that I needed to replace my motherboard in order fix the power button.
As I was getting nowhere with phone support( I spent 3 days arguing with them) I made a trip down to their service center to try to speak to the engineer actually servicing my phone.
Had a similar argument with the CSO there who repeated the same BS to me and finally said she will go inside and have the engineer come out to explain further. So I waited. After several minutes (of which i believe she was informing him that there was an angry customer outside), she emerged alone and said they will wave the charges for the button repair.
Do you know what disgusts me the most about this entire ordeal?
When i finally received my phone back from them, they repaired my power button but my boot loader remained unlocked!
They did not need to replace my motherboard!
IMO, HTC simply wanted to replace the motherboard cos I had an unlocked bootloader. What better way to make easy money then to milk me with an unnecessary but expensive repair simply cos I voided my warranty. It' s unethical and personally, HTC has lost any future business from me.
It ironic as I bought my phone from Google.

caysman said:
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
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Click to collapse
I'm putting my money on an unlocked bootloader

No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.

TangBiz said:
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction.
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Click to collapse
Exactly my thought. I've had my phone repaired for almost a whole month now and I still have no hope of getting it back.
The customer service is nice but they are absolutely useless. Everything regarding the actual status of the phone has to be initiated by the escalation team or warehouse, and I highly doubt that they give a **** of the customers.

TangBiz said:
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
Click to expand...
Click to collapse
Has this been resolved?
If you haven't unlocked the bootloader, then there's no reason to charge you for the repair. Definitely talk to a supervisor and don't be afraid to insist that the phone if fully covered under warranty and they need to replace the unit or repair it.

I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.

KidTech said:
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
Click to expand...
Click to collapse
I'm getting my rooted/unlocked phone repaired for free. So yeah, it really is 50/50!

My headphone jack started wigging out and thinking there was a headset plugged in when there wasn't. I also explained that I started to see dust coming in underneath the screen in the bottom left corner.
I opted for a replacement. I got it the next day. New one is great. Bootloader was unlocked and no charge was issued.
I would be livid. How old was the original phone with the "broken motherboard"? April? Well all hardware defects are covered up to 1 year. If the phone casing shows no physical signs of abuse yet the motherboard is broken... then that is a ringer that it is a manufacture defect.... especially if you'd had the phone for 2 months.
If there are no signs of physical damage and the water sticker is clean then you have full entitlement to your warranty. This includes motherboard replacements.

AT&T Warranty Replacement?

Anyone have any experience yet getting a Captivate replaced through the warranty department at 800-801-1101?
My sister got her phone on launch day, past few days the screen has really been acting up, and it's now just outside the 30 day store return period.
Anybody try getting a replacement from the warranty department? I'm figuring they have replacements available but I want to check before I waste my time calling in.

When my first captivate was randomly shutting down and the store I purchased it at was having a hard time keeping them stocked I called ATT and the guy said they absolutely could just send me another, but urged me to go to the store, call him back, and let him on the phone with the clerk so he could credit my return immediately and I could go elsewhere to buy another that same day, thus not eating anymore of my 30 days. So yeah, long story short, they can replace it right away from what I was told.

screw att. lol

go to the nearby att service center and replace it.

Several months ago, I woke up one morning to a phone that refused to charge, power on, or otherwise do anything.
Walked into an AT&T Warranty place, 30 minutes later, left with a new phone.

I purchased a captivate back in December at Sam's club and luckily haven't had any real issues with it(1010 build). My wifes been bugging me since then, that she wanted one, so I just bought another one off craigslist (0610 build).
I was curious to see what anyones thoughts are on this.
1st) The craigslist one has a small crack in the plastic casing around the charger door, so the door is kinda sunk in a little, but still works properly. I'm just a little worried that down the road it may become an issue.
2nd) It seams to have some of the gps issues. When running stock it will hardly pick up anything. I flashed a few other roms on it incorporating the various gps fixes, and Paragon seams to work best. But it still wont pull in a tight lock.
So my question is:
Do you think I could do a warranty exchange on the Craigslist one through the Att repair center? Basically pretending its the one I purchased through Sam's or will they be able to figure out that there 2 different phones?

Well, that's fraud but if you feel you must I would just play dumb like you didn't know and must have mixed up the phones. Heh

Not likely since they will have the IMEI record of the original purchaser. But go ahead and try. Come back and tell us how it worked out.

I have seen where many have gotten at&t to warranty their phone even though it was not purchased from them.

Try samsung, their stupider
Sent from my SAMSUNG-SGH-I897 using XDA App

newter55 said:
I have seen where many have gotten at&t to warranty their phone even though it was not purchased from them.
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Click to collapse
Of course they will warranty a phone purchased by the original owner from another authorized retailer (I bought mine from Radio Shack and AT$T replaced the first 2), but they have zero obligation to warranty a phone to a 3rd party purchaser that bought the phone used. Most warranties are not transferable and are only good to the original purchaser.

Miami_Son said:
Of course they will warranty a phone purchased by the original owner from another authorized retailer (I bought mine from Radio Shack and AT$T replaced the first 2), but they have zero obligation to warranty a phone to a 3rd party purchaser that bought the phone used. Most warranties are not transferable and are only good to the original purchaser.
Click to expand...
Click to collapse
I was referring to people who have bought via Craigslist and eBay as that was what was being discussed. I know they have no obligation but have read many people say they have.
Thanks anyway for your expert insight :/

Fried my phone the other day and had the power off issue.... went into my local AT&T warranty center and they hooked me up with a Refurb in about 20 minutes - no questions asked.
IF you have insurance and it's within the 1rst year of the phone's life they should replace it as long as it's not water damaged related.
(And... I had Serendipity back on it when I got home much to my wife's chagrin)
Note: The kid actually seemed to know what he was talking about too strangely enough. Knew about the IMEI range issue and claimed that the refurbs - even if they have the problematic range should be find as they replaced teh internal hardware.
I have a 1011 build now - and it seems to be working great (sans typical GPS BS)

newter55 said:
I was referring to people who have bought via Craigslist and eBay as that was what was being discussed. I know they have no obligation but have read many people say they have.
Thanks anyway for your expert insight :/
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Click to collapse
There are authorized AT&T resellers on eBay. Craig's list is pretty much used only. Since AT$T has acknowledged a manufacturing defect issue with some of these phones, they will probably replace ones that fall within the affected IMEI range regardless where/when it was purchased. You may have to badger them a bit, but they generally prefer to just exchange it rather than lose a customer. Unfortunately, as the OP has told us, this particular phone has some visible physical damage. On that basis AT$T is unlikely to replace it for free as they will probably say any malfunction is related to that damage and not any manufacturing defect. That's my expert insight on it.

ryanmahan said:
Try samsung, their stupider
Sent from my SAMSUNG-SGH-I897 using XDA App
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If you don't know how to spell "they're," maybe you shouldn't be calling anyone stupid.

eelton said:
If you don't know how to spell "they're," maybe you shouldn't be calling anyone stupid.
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Click to collapse
tenchars

phone return
i bought my phone off craigslist used, and when i bricked it as a newbie, called samsung for any info. as it was under a year old they took it back and repaired it free of charge. thank you! lol!

You'll either be completely out of luck and get a refurbished phone that will break in 91 days, or get a brand new phone with the same 90 day warranty that will take roughly 10 months to break.
I got lucky; the first refurbished replacement that I got was dead on arrival, so it gave me leverage to scream at ATT for being crap.
You can tell if your phone is refurbished or new by looking at the label under the battery cover; if it is white with ugly font and no indication of the Samsung logo, it's refurbished. If the logo is present, your phone is new.

where is the water indicator? (and questions on warrany)

I need to get a nexus one handled thru warranty, but HTC says basically if anything is wrong they'll charge for a new phone. I've never dropped it in water but I just want to make sure just in case like if some steam got in or something, I really don't want to pay $500 for a refurbished phone or something like that.
Has anyone gotten a N1 replaced thru HTC?
also, where is the water indicator thing on the phone? Can it be seen if you take the cover off?

here:
http://www.dropbox.com/gallery/6436943/1/liquiddamage?h=5096a4
I am not sure if there are any others.
The picture is of the back of my phone, at the very bottom with the rear lower cover off. Picture courtesy of HTC

On mine, there is also a water indicator under the battery terminal leads. Remove the battery, and look just below the connectors. You'll see a white sticker. or red if it's gotten wet.
Also note, that these stickers do not change color in humidity, they must touch standing water, you would need nearly 100% humidity + 100% condensation for it to change. Which under normal weather conditions (even a shower's steam) it would be impossible for it to change... And if you did get it to change from humidity, it's beyond the tolerance of the device and has voided the warranty.
Just as you can't put it in a 600 degree oven for an hour and say "i don't know what happened, it just melted in my hand" and expect a warranty replacement, or repair.
they have set standards for what the device can handle, certain number of G forces, high and low temperature, and humidity. any one of these items can void your warranty. Only a few can they really tell if it happened (water is most common).
If you think you're prone to doing these kinds of things, damaging electronic devices. You can buy insurance from some 3rd party companies, who'll replace the device, in the event it's stops working, damaged, or even stolen. Granted you're going to end up paying into the insurance for more than the phone's worth. But you'll get a brand new phone, if your friend steals it. (But they have ways of finding out if it's turned on, and they can track these things, insurance fraud is a crime, and they aren't stupid about it.) ;-)

In addition to the two sports mentioned above, my battery (stock) also has a water indicator strip on the side of it.

thanks guys, huge help.
@ mellow cat, I don't want to open the device up for fear of really voiding my warranty, I guess there's no way to see that without taking it apart eh?
@ next two dudes, thx, my strip is still white, so that pretty much means the inside is going to be white as well and I should be safe for a warranty claim right?

The water strips show two points where the water could enter. Near the battery is for the headphone jack. And the bottom is the USB port. If you did drop it in a 1/4 cup of beer (like a friend of mine with his iphone) but only went half way it'll show on the bottom.
If you're worried about steam then the battery one should be enough to ease your concern.
But any other damage like bumps and bruises on the phone is enough for them to deny your warranty claim. (Also assuming you bought new not a refurbished. Refurbs will be denied because they don't have stock serial numbers. I've worked at netgear doing support claims like that... so I know how those kinds of things work.)
Sent from my Nexus One using Tapatalk

well ****.
Here's what I'm dealing with:
The phone is my girlfriend's. I bought it brand new from Google for her. About 2 months later she left on the top of her car and drove off, it fell near the freeway. Brick.
Sent it to Asurion and paid the deductible, obviously they sent a refurb.
Fast forward 2 weeks ago, the power button would work 1 out of 3 times pressing it, suddenly it stopped working altogether, so that would be a manufacture error. The phone has normal nicks on it, but no big dents or anything that it looks like it was dropped (to me). The battery indicator is white, although she says she had it in the bathroom while showering, not in the shower, but in the bathroom.
Called HTC, they said they'd replace it on warranty for free provided it didn't show user ****-ups. They are making me put $500 on a credit card in case they have to charge my ass.
So I am really worried they are going to "find" something wrong with it and charge me. She really loves this phone and can't have another one because she has to have that lighted track ball. I just want the ****ing power button fixed, that is it, nothing else. Never rooted, never anything.
This thing is pissing me off, why so much drama just to fix something it would take their tech guy like 10 minutes? It's still within a year of original purchase.
Any thoughts or advice?

orangekid said:
Sent it to Asurion and paid the deductible, obviously they sent a refurb.
Called HTC, they said they'd replace it on warranty for free provided it didn't show user ****-ups. They are making me put $500 on a credit card in case they have to charge my ass.
So I am really worried they are going to "find" something wrong with it and charge me.
This thing is pissing me off, why so much drama just to fix something it would take their tech guy like 10 minutes? It's still within a year of original purchase.
Any thoughts or advice?
Click to expand...
Click to collapse
My first question is, what about the insurance co? Have you asked them about a replacement since they sent you the first replacement?
I've dealt with a similar situation with a laptop. I ended up suing gateway for my laptop back.
So HTC will find that it's a refurb. They will charge you for the repair. This should be a reasonable cost for repair ($60-160 no more than that).
HTC should only be asking for $500 hold if they are sending you a replacement, and that they don't want to be shortchanged in the event you don't send yours back.
They may still charge you for repairs, they may not.
But the $500 should be released either way.
If they do not do it this way, go file a civil lawsuit for the $500 damages. They won't fight it, and it'll cost you about $35.
If they do fight, then you've got your ducks in a row (you'll win), you should have your replacement anyway. Just go with it.
This is from personal experience, and I hope it goes smoothly.

They said they would replace it for free even though I told them it was a refurb via Asurion because the original purchase date is less than a year, but if they find that I ****ed it up in any way (e.g. water damage) they'd charge the $500, So I can pay $80 to fix it like you say or attempt to get the free replacement (they already know it's a refurb) chancing they charge me $500.
$160 still seems like too much money to fix something that is a common failure on their end while it's still under warranty.
I can get a replacement refurb thru Asurion for $130 so paying $160 seems ludicrous (I know you said they may charge only $60 but what are the odds)

orangekid said:
I can get a replacement refurb thru Asurion for $130 so paying $160 seems ludicrous (I know you said they may charge only $60 but what are the odds)
Click to expand...
Click to collapse
So, Are you a gambling man?
Your options:
1) pay 130$, get another refurb.
2) take a chance, that that phone has never seen water. And are you willing to put $500 on the poker table for that?
Also, if you enjoy legal battles and can spare the $500 for a few months, if they do charge you the $500, then you can sue the insurance co for sending you a bad refurb, in damages of $500... since you know it's never seen water since you've had it. (it's not your fault its water stickers were set off, you shouldn't have to pay the $500. I'm not one for sue-ing everyone, but in this case, it's going to hurt you in $500 if you didn't) But thats a last ditch effort.

flibbertigibbet007 said:
So, Are you a gambling man?
Your options:
1) pay 130$, get another refurb.
2) take a chance, that that phone has never seen water. And are you willing to put $500 on the poker table for that?
Also, if you enjoy legal battles and can spare the $500 for a few months, if they do charge you the $500, then you can sue the insurance co for sending you a bad refurb, in damages of $500... since you know it's never seen water since you've had it. (it's not your fault its water stickers were set off, you shouldn't have to pay the $500. I'm not one for sue-ing everyone, but in this case, it's going to hurt you in $500 if you didn't) But thats a last ditch effort.
Click to expand...
Click to collapse
well I do play hold 'em a lot with friends over bbq and beers but that's a different story.
so maybe I'll just chance the $500 and send it in for warranty then if HTC pulls a fast one I'd do a civil suit on Asurion for $500 for sending me a jacked up phone?
maybe, I mean this whole thing sucks and $130 is insane for the damn power button.
ugh

Hey you've got more guts than I do. But you're probably on a good bet. Although I don't gamble much.
Please let me know how it ends up. I'd love to hear a good ending.
Sent from my Nexus One using Tapatalk

This thread made me really laugh. I was afraid of the $529 on credit collateral for the repair, but after going through it EIGHT TIMES (yes EIGHT) I can assure you they don't check the phone that thoroughly. As long as you didn't swim with the phone, everything's covered. Make sure your screen is not HEAVILY SCRATCHED or CRACKED, this can cause them to get ancy. The biggest problem is them sending you a lemon, and I've gotten 7 of them so far, ranging from dust under screen to power button to LCD Flicker and coloration/dead pixels. I swear its like a grab bag...

Dnlsmy I'm talking of past experience with other warranty claims and from my experience working at netgear. I don't know how lenient HTC is about their warranty. But from what you say you sound pleased other than the refurbished units you got back...
All I can say is good luck.
Sent from my Nexus One using Tapatalk

UPDATE:
ok so I ended up just sending the device to HTC, go the new unit last tuesday. Girlfriend couldn't be more pleased, noticed the difference in the button right away.
HTC didn't charge me for a new phone, so guess they didn't find anything wrong with it, glad she never let me root it, lol.
Looks like this will turn out a happy ending, thx to everyone for chiming in, I'm sure I'll be back to these forums for a Nexus related question at some point
now if you'll excuse me there's a new CM7 ROM on my HD2 that needs flashing

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...
Click to expand...
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.