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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.

Has any one had to send in their device for repair more than 3 times?

If so then what happens? because i've been told something special happens and they wouldnt tell me what it means? do i get a brand new xperia or a brand new phone all together because in total i've sent it back 4 times now and its just broken for the 5th

***bump***

I've sent mine in 3 times I think. The last time, they sent me a new X1. Pretty sweet. But I think the reason they sent the new one was because the problem was not one they can fix (volume button stopped working).
Actually, I was off warranty, but used by credit card warranty that extends the manufacturer warranty by a year. Good to keep in mind, eh?

ah cool yeah they said they are gonna give me a brand new x1 - i was under the impression it was discontinued though? :S

Yeah, I was hoping they'd give me an X2, but the company that does the repairs in the US apparently has a big refurbishing business too. So who knows, they might have given me a refurbished model.

In total now i've sent my x1 in for repair 5 times and just got it back again today and guess what, they forgot to repair the camera! So going to have to send it in AGAIN, seriously this is ridiclious. And all they did was escalate my case for the millionth time while i wait 5 days for a reply...

That sucks - so frustrating.

Wow Impressive! My cousin sent his "China" ZTE modem 3 times in 10 months. Every services took about two months. The last time, he just recycle that modem. I can't believe Sony Ericsson has poor services like this china ZTE company. If it's china I can't understand but Sony Ericsson,

"we didnt replace your device with a new one because the IMEI number was different to the one we had on record, so we only repaired it" (forgetting the camera) "so send it back in again and we will give you a brand new replacement" this'll be the 6th time now, seriously wtf they playing at!!!!

FYI, if you are in the EU and you bought your phone in the EU then you are protected by consumer laws.
UK version -> http://www.legislation.gov.uk/uksi/2002/3045/contents/made (long read)
Basically: If the device has been sent in 3 times for the same issue you are entitled to a new device on the 4th time, period. It's the law!
Also, if a device does not perform as stated on the box or has a significant manufacturer defect, again you are entitled to a new device or an exchange for something else or even your money back. This depends on your retailer.
How do I know it's true? Well my X1 had been sent in numerous times and after some references to the law my retailer agreed to send me an X2 if I paid the minor difference in price between the two. Well we all know how abysmal the X2 was software wise. SE agreed with me that I should return it and get a full refund or an exchange. My retailer was not so cooperative. In the end SE returned my X2 and sent me a new X10 straight across. I am very happy with the X10 You also get a new 2 year warranty with the new device.

mtechfan said:
FYI, if you are in the EU and you bought your phone in the EU then you are protected by consumer laws.
UK version -> http://www.legislation.gov.uk/uksi/2002/3045/contents/made (long read)
Basically: If the device has been sent in 3 times for the same issue you are entitled to a new device on the 4th time, period. It's the law!
Also, if a device does not perform as stated on the box or has a significant manufacturer defect, again you are entitled to a new device or an exchange for something else or even your money back. This depends on your retailer.
How do I know it's true? Well my X1 had been sent in numerous times and after some references to the law my retailer agreed to send me an X2 if I paid the minor difference in price between the two. Well we all know how abysmal the X2 was software wise. SE agreed with me that I should return it and get a full refund or an exchange. My retailer was not so cooperative. In the end SE returned my X2 and sent me a new X10 straight across. I am very happy with the X10 You also get a new 2 year warranty with the new device.
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hmmm thats pretty cool! i'm gonna email them saying what i want.
but my retailer (Vodafone) it was hard enough for them just to repair it >.<

Hi!
I've sent my Xperia 3 times.. First time, because screen went black when sliding the keyboard. When I received after 2 weeks, I realized, new screen had a flaw. The backlight was visible on the screen itself(it was very easy to see when the background was black: for example, when turning on the device). It was placed in upper right corner. So I sent the device again for a repair. And after 5(!) weeks, I've been told that every part of my device was replaced. And when I turned it on it showed the same flaw on the screen! But now both upper corners of the screen had that issue. So I wrote a complaint to Sony Ericsson. After a month(!) I received a reply, they told me to send my xperia to another repair point. So I did. After long few weeks, my device returned. With the same screen flaw. Oh God I hate them...
About the flaw: It looks like the screen is pressed by the front panel.
My warranty ends by November I think. I can't go to retailer, because xperia was bought by previous owner in France and I'm really tired of those 'repairs'. Every repair takes between 2 weeks and 1.5 month.
Maybe they don't see it as a flaw? Well, screen has a unequal backlight, for me it's a flaw.. What do you suggest? Send the device for the repair again?

Crapppppp just realised i forgot to restore stock SPL - do you think they will realise? cause just sent it off!

Hurrah, SE sent me a "new" X1 - everything works fine now so i'm not complaining, even though its probbably refurbished

Is Samsung has the worst Customer Service ever?

Hi,
My Galaxy S had a faulty accelerometer since I bough it. I took it to Authorised Samsung Service Centre as advised by Samsung Helpline.
On 14/08 I've left my phone for repair in Service. On the same day the engineer called to say they couldn't repair it and they will send it to Samsung Service on the 16/08 and it takes up to 10 working days to get it back. So the phone was send by an authorised service centre on 16/08/10 should be back with me, within 10 working days, which means I should get the phone back no later then 31/08, as 30/08 was bank holiday.
On the 02/08 I contacted Samsung to get the information on the repair and whey there is a delay, and I get the following answer:
"Regarding your case, kindly note that your call to us was made on the
25th of August 2010 when the service request was processed into the
system. Then it takes 2 Business days to receive the jiffy bag, once you
send out the jiffy bag it should take 5- 10 business days to receive
your phone back. You should be receiving your phone back on time."
But the thing is I didn't call them on the 25/08, I didn't receive any jiffy bags and I didn't send anything to them as the phone was send by their authorised service centre.
I'm over 3 weeks without the phone and without the hope that I get it soon, as following their line I will probably get around 13-14th September (1 month since I took it for repair). For me this is an appalling customer service and it is unacceptable.
It takes forever for them to answer any queries, and if they finally do, their response in no way answers the query. If I try to call them , Im lucky to get through in 20 minutes, and they it's almost impossible to get the competent person to talk to.
I am seriously disgusted with them to the limits.
Did anyone else also experience similar problems with them?

i would say yes
i got the phone the very first day it was released
it got bricked
called their customer service/tech support
they said we don't take care of that
go back to your cell phone provider to service it.....
I was left speechless to say the least.
it's been almost 6+ week since i sent my phone back to my phone company and still no word of it.
Horrible support from Samsung.
if it were not because it's the only phone in the market, with the top end hardware, i would have already switch to another phone maker just because they decided not to support me.

I had somethinge similar, I emailed them about my gps and lag, well they just ignored me, and i send that email like 3 or 4 times...
I really dislike bad costumer services!!

They really loosing a big time as a result of their disgraceful customer service. They have some great products and they would sell as twice as many if they could only provide honest, respectful and reliable customer service. This can't be that hard.

I received similar customer service from HTC a few years back for my P4000. "Oh your from Canada!" " "You have to contact Telus for service"
Five ....yes five units later I got an acceptable swap.
Panasonic is another gem to deal with... horrible service.

I agree with the statement ...Samsung Customer Service, it's TERRIBLE. That being said, there are ways of rattling the higher ups cages, with emails and phone calls. They really hate to be bothered with service issues. This is the one and ONLY way I have ever received any type of "support" from Samsung.
Also, once I did receive the support, they were extremely quick in rectifying my issue(s).

exstarosta said:
H
It takes forever for them to answer any queries, and if they finally do, their response in no way answers the query. If I try to call them , Im lucky to get through in 20 minutes, and they it's almost impossible to get the competent person to talk to.
I am seriously disgusted with them to the limits.
Did anyone else also experience similar problems with them?
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AllGamer said:
i would say yes
.
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With all due respect, this just seems to me like standard run-around customer service from most big companies, nothing really horrible or unexpected from what I have heard at all.
If you want a story about bad customer service, I can tell you my story about Acer.
Laptop died, ok, so laptops die. Ship it to Acer in Ontario for warranty because they have no walk-in depots (??). Two weeks later, get it back, original problem is fixed, but now they have installed a French keyboard and made the screen hinges squeak (???). File new issue, have to mail it away AGAIN, get it back, keyboard is now English again, but hinges STILL squeak, and now the PCMCIA slot cover is broken. Third time, mail it away again, finally, comes back issues repaired.
Total time without a working laptop? Two months.
Stay AWAY FROM ACER! The service depot seems more dangerous than a construction site.

In my experience, no. Try dealing with Virgin Media's Customer Service if you really want to experience incompetence in abundance. That said, I've had to deal with Samsung CS numerous times this week and only once have I gotten through to someone helpful...

Auth service centers are not same as true samsung service centre. Auth service centers just do basic repairs and if they can't they log it via samsungs online or tel helpdesk. Auth centers can be any company that passes samsungs tech tests. Its not samsung you are dealing with at the centers but a normal repair business. Its same with any company as they can't afford to have repair centers everywhere except big cities/countries
Sent from my GT-I9000 using Tapatalk

My experience is the exact opposite. I find that Samsung customer service is way better than HTC (my last few phones).
When my Galaxy S was bricked because I flashed an CDMA ROM onto my phone, I brought it in to Samsung service centre to repair.
Surprise no. 1
The service centre said it will try to reflash my FW and told me to come back in an hour's time. An hour! At HTC, you wait for days just for them to flash your ROM
Surprise no. 2
When I went back in 1 hour, they told me that they failed to reflash the phone and have to replace the motherboard. Phone will be sent in to Samsung. Told me to come back 3 days later. I was skeptical. At HTC, changing motherboard literally means a wait of at least 2 weeks (if you are lucky). But 3 days later, the phone was ready for my collection.
Surprise no. 3
I was told that the repair is free, under warranty. This was despite the fact that I was willing to pay for the repair. I mean, c'mon, the phone was flashing an AT&T splashscreen. At HTC, they void your warranty even if they detected you have hardSPL your device.
So all in all, my first experience with Samsung customer service is very positive.

Even if they gave me defected phones, the customer center here has already replaced 2 phones for me. I'll be getting the 3rd replacement today, hopefully it has 3 button downloads mode.

Seifer1975 said:
My experience is the exact opposite. I find that Samsung customer service is way better than HTC (my last few phones).
When my Galaxy S was bricked because I flashed an CDMA ROM onto my phone, I brought it in to Samsung service centre to repair.
Surprise no. 1
The service centre said it will try to reflash my FW and told me to come back in an hour's time. An hour! At HTC, you wait for days just for them to flash your ROM
Surprise no. 2
When I went back in 1 hour, they told me that they failed to reflash the phone and have to replace the motherboard. Phone will be sent in to Samsung. Told me to come back 3 days later. I was skeptical. At HTC, changing motherboard literally means a wait of at least 2 weeks (if you are lucky). But 3 days later, the phone was ready for my collection.
Surprise no. 3
I was told that the repair is free, under warranty. This was despite the fact that I was willing to pay for the repair. I mean, c'mon, the phone was flashing an AT&T splashscreen. At HTC, they void your warranty even if they detected you have hardSPL your device.
So all in all, my first experience with Samsung customer service is very positive.
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Click to collapse
same experience for me too.... infact i think i have used more than 5 different high end phones from samsung for past 2 years.. and i had a good experience with the service as compared to other companies .. once i had bricked my samsung omnia i900 and they replaced the mother board free of cost under warranty (without a single question) and that too in 2 days time... and now the staff there know me well and give me a priority in case i have any problem, thats why i prefer samsung mobiles than any other company
and on the other hand i had a Motorola handset which i dropped in the water.. and after that it never showed the network but when i took it to the service center , they told me that this problem cannot be solved .. as they dont even have mother boards and in the process they damaged the screen.. and handed over the phone to me saying that it was already with a damaged screen... now i had to fight with them and get a screen replacement just to use it as an ipod/music player... and i had to pay Rs 200 ..just for nothing they said it was a service charge..

Nice, But it all depends on the guy and service centre. They can sometimes suprise you

ickyboo said:
Nice, But it all depends on the guy and service centre. They can sometimes suprise you
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QFT.
People seem to often think that companies are a giant automaton. But in reality they are just collections of individuals. The luck of the draw when you get assigned a service person is a huge factor. The sad part is, the excellent service people usually end up being promoted away from the front lines.

offtopic (but in relation to topic title): all your base are belong to us.
Sent from my GT-I9000 using XDA App

I dont see what the problem is. The problem the TS speaks off is common practice from all big companies. The law (at least in Holland) saids that if your buyed product is defective within your warranty period, you should go back to the SELLER to get your phone fixed or exchanged or sent to repair centre/manufactury.
It has no use to call Samsung, cause they wont be able to help you with this. Every company in the phone business will give you the same answer.
My experience is to get your phone fixed in repair centres. Official or non-official. I have a SGS too, but in the past i had different phones. When i wanted to fix my Nokia with the seller, they said it would take weeks before i would get it back.
Then i went to a repair centre who is working with Nokia and they repaired it in 30 minutes. If you send your phone for repair, it will take weeks with every company on the market. If you get it fixed in a repair centre, max 1 day
The story dat Samsung has bad customer service, is just a story people tell you because they heard someone else who heard someone else said that.

andrej.marinic said:
offtopic (but in relation to topic title): all your base are belong to us.
Hahaha smartarse. U sound like a redditor like me
Sent from my GT-I9000 using XDA App[/QUOUT]
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exstarosta said:
They really loosing a big time as a result of their disgraceful customer service. They have some great products and they would sell as twice as many if they could only provide honest, respectful and reliable customer service. This can't be that hard.
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I agree, there customer service is the worst ever, I have sent my Galaxy tablet off to them twice now and they have not repaired the intial fault..I will never ever bay another Samsung product ever again..I am thinking of taking them to court..glad to see am not alone!

try 3
i have to say that compared to 3uk samsung are excellent , i recieved a call from them today about a problem i had, they may not fix all problems that second but the customer service team have kept in touch updated me as to what is going on and what they are doing,and as they themselves dont fix the problem they are just the point of contact so far they have done an excellent job.
now if the problem gets fixed is another matter

Sony broke my phone... What should I do?

Hi, all!
I've never thought I will write this story on some forum but now I'm totally clueless what should I do...
I was a happy owner of Z1 Compact with root and Android 4.1.1. After one year the headphone connector stopped working.
Official repair gave me a Z3 Compact in return. Cool!
After 5 months the jack connector started pausing the music, later one channel stopped working. Phone was rooted and running 4.1.1 same as previous. I've sent it to official repair centre and it returned 2 days later. Broken. Touch screen is not registering touch, image on the screen sometimes flickers and shifts to 3 different colors (broken motherboard?).
Oh, and headphone jack is still broken.
After contacting Sony and repair centre I was told that my warranty has ben canceled because of unauthorized changes in phone (root? they never told me).
I've exchanged emails for over two months and nothing. I've lost my phone.
What do you think, what should I do? I'm afraid that if I go to court I will be smashed to pieces by their lawyers and it will cost me much more than a new phone...

milu_ said:
Hi, all!
I've never thought I will write this story on some forum but now I'm totally clueless what should I do...
I was a happy owner of Z1 Compact with root and Android 4.1.1. After one year the headphone connector stopped working.
Official repair gave me a Z3 Compact in return. Cool!
After 5 months the jack connector started pausing the music, later one channel stopped working. Phone was rooted and running 4.1.1 same as previous. I've sent it to official repair centre and it returned 2 days later. Broken. Touch screen is not registering touch, image on the screen sometimes flickers and shifts to 3 different colors (broken motherboard?).
Oh, and headphone jack is still broken.
After contacting Sony and repair centre I was told that my warranty has ben canceled because of unauthorized changes in phone (root? they never told me).
I've exchanged emails for over two months and nothing. I've lost my phone.
What do you think, what should I do? I'm afraid that if I go to court I will be smashed to pieces by their lawyers and it will cost me much more than a new phone...
Click to expand...
Click to collapse
Sorry, I know it's not very helpful, but I would recommend always removing root and restoring to stock firmware before sending any device in for warranty work. I hope someone can help, but I would say that Sony now have your IMEI blacklisted and you're scuppered.
Maybe try with the shipping company and see if it's insured up to a certain amount perhaps?

Cadabena said:
Sorry, I know it's not very helpful, but I would recommend always removing root and restoring to stock firmware
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I have thought about it but decided against - based on two previous cases when they didn't care about the root...

Hi @milu_ , here is direct from sony:
Code:
Is the repair will cost?
If the problem is covered by warranty, repairs will be free.
If the problem is not covered under warranty or if the device is out of warranty, you will get a quote for the cost of repair. If you do not want to pay for the repair, we will return the device at a cost of 28.58 EUR. The cost includes the exam fee, shipping and administration.
After selecting the device can access information about the warranty and some price indications repair out of warranty.
So basicley , ask Sony to send you the phone as it is !.. You only be charge of 28 euros for check the phone and shipment !
Then remove the root and send it back

sebaa123 said:
Hi @milu_
So basicley , ask Sony to send you the phone as it is !.. You only be charge of 28 euros for check the phone and shipment !
Then remove the root and send it back
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Hi, thanks for input The problem is that I have received the phone back. They didn't ask me for any money for shipment or repairs. They've just sent it back and canceled my warranty.
I've asked them why they didn't ask me for money for the repair. They didn't mention anything that would resemble a answer to that question in around 20 emails we exchanged.
I've asked them if I could send the phone to them for repairs that I would pay for. They replied that my warranty is no longer valid. One woman from Sony (to whom i talked on the phone) said something along the lines "sorry but now you have no business with Sony" and the case is closed.

i always re-flash my Z3 compact before i send it to repair

Try getting legal or consumer advice from wherever deals with this kind of thing in your country.
Here in the UK although they could try and cancel the warranty, it doesn't remove automatic consumer protections under law. Sony would have to prove rooting caused the defect, otherwise they are still liable for the repair even without warranty.
But this would have to be done all in court, and most will not want to bother (even though county court is actually pretty cheap here and easy to do).

Beware of purchasing the SM-N9600 model for US use

Well, I have had a SM-N9600 now since around September. I opted for the international version due to it being bootloader unlockable. I have had it unlocked and running on Verizon for months now.
Well today, I went walking in the sun at the track. I used the phone as my GPS, in my pocket the whole time, while taking it out occasionally to check my distance. After I was finished I noticed that the screen looked discolored. I immediately made sure that comfort view was disabled, but the issue persisted. There seems to be a hardware failure of some sort effecting the screen. It looks like major burn in, in a perfect pattern in the middle of the device screen that persists even in recovery. Pictures attached of the screen.
I immediately freaked out and called Samsung to inquire about a repair. They stated that they would not touch the phone even if I payed for the repair. They also basically stated that any of their retailers would not touch it as well. So I spoke to a supervisor to verify. He also stated that they would not help me in any way to get my device repaired due to the fact that it is an international phone. So, even if you ask to pay for the hardware failure, you still cannot get a repair.
I called around to UbreakitIfix locations and they all stated that they would not touch the phone as Samsung owns all of their authorized replacement parts.
If anyone has any information that can help me get an authentic screen replacement please let me know.
Just to clarify, the screen was checked for dead pixels as well as any flaws when it was purchased. This all is from today.

@jal3223
My apologies.
I was in a similar situation before and, literally, was like "Take my damn money!" but Samsung US wouldn't budge.
My first suggestion; start with the Reseller. See what they can do (irregardless if it's been one month or several).
Was it purchased with a credit card? Some credit cards offer extended forms of warranty beyond that of the manufacturer.
There are also several vendors on eBay who perform mail-in repairs. Their range of services/specialties vary. Drop them a line.
You could also sell the device "As-Is" to reclaim a portion of your original cost. It does function albeit the burn-in. You may not get exactly what you paid but at least you have something in your hand towards a replacement.
Good luck!

A_H_E said:
@jal3223
My apologies.
I was in a similar situation before and, literally, was like "Take my damn money!" but Samsung US wouldn't budge.
My first suggestion; start with the Reseller. See what they can do (irregardless if it's been one month or several).
Was it purchased with a credit card? Some credit cards offer extended forms of warranty beyond that of the manufacturer.
There are also several vendors on eBay who perform mail-in repairs. Their range of services/specialties vary. Drop them a line.
You could also sell the device "As-Is" to reclaim a portion of your original cost. It does function albeit the burn-in. You may not get exactly what you paid but at least you have something in your hand towards a replacement.
Good luck!
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Click to collapse
Thanks for the reply! Yeah, that's what I have been contemplating doing as far as the selling as is part. It is 100% in perfect condition besides the new screen issue. I guess I could at least get 4-500 toward a new device (this time with squaretrade).
I sent Samsung of Hong Kong an email about it, so I'll report back if they respond.
I used the Amazon credit card on it. Is anyone familiar with the warranty on those?

Here you are:
https://www.amazon.com/b?ie=UTF8&node=16070413011
Middle section of the page.
If you purchased it through Amazon, they too, can be quite quite generous with returns.
As for HK, they have a live chat as well:
https://www.samsung.com/hk_en/support/
It's the start of the business day so you should be able to catch someone.

Seeing as you have purchased a grey import. You would have to contact the retailer, who sold you the device and ask them to repair it.
You should be able to find a 3rd party repair shop, that will replace the display for you, if you look around hard enough. Personally I would contact the retailer and get them to fix it. As they are obligated to repair or replace any faulty products sold.
I wouldn't bother contacting Samsung Hong Kong as it would cost quite a bit to get your device repaired by them.

A_H_E said:
Here you are:
https://www.amazon.com/b?ie=UTF8&node=16070413011
Middle section of the page.
If you purchased it through Amazon, they too, can be quite quite generous with returns.
As for HK, they have a live chat as well:
https://www.samsung.com/hk_en/support/
It's the start of the business day so you should be able to catch someone.
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Thank you so much for the additional info. I'll definitely check this out and report back.

*Update*
I heard back from the email to the CEO of HK Samsung. He stated that a representative will be getting in touch with me soon. Hopefully that is the case.

I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Sent from my SM-G975U1 using Tapatalk

oneandroidnut said:
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
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@jal3223
Yes, please do keep us updated. We can use your experience as a reference for others experiencing similar issues.

oneandroidnut said:
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
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See, I didn't know about the screen issues. I was tempted to buy a new device and to sell this one "as is", but that's before I knew it is a widespread issue. It would be pointless to buy another one because I would be paranoid about it happening again. I was really thinking I could hold on to this device a few years as I hate the new notch trend, but I guess it isn't going to happen. I doubt they will replace it either. One can only hope though. I believe this will be my last Samsung device after owning basically each release over the years. It's a shame of what the company has become with their customer service and blatent disregard of their customers. They were flat out rude to me when I called just for asking them to accept my money for a repair as I know that it is not under warranty in the states. They need to be took down a peg from a competing company.
I guess I could always try myself if all else fails. Has anyone bought from this site? I wonder if it is possible that it really is OEM?
https://www.digitalsupplyusa.com/products/galaxy-note-9-screen-replacement-frame-genuine

jal3223 said:
See, I didn't know about the screen issues. I was tempted to buy a new device and to sell this one "as is", but that's before I knew it is a widespread issue. It would be pointless to buy another one because I would be paranoid about it happening again. I was really thinking I could hold on to this device a few years as I hate the new notch trend, but I guess it isn't going to happen. I doubt they will replace it either. One can only hope though. I believe this will be my last Samsung device after owning basically each release over the years. It's a shame of what the company has become with their customer service and blatent disregard of their customers. They were flat out rude to me when I called just for asking them to accept my money for a repair as I know that it is not under warranty in the states. They need to be took down a peg from a competing company.
I guess I could always try myself if all else fails. Has anyone bought from this site? I wonder if it is possible that it really is OEM?
https://www.digitalsupplyusa.com/products/galaxy-note-9-screen-replacement-frame-genuine
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Yeah they have some issues with the screens. I have had/seen a ton of these and they have had from screen crackling issues on press, screen burn in or discoloration. I am shocked Samsung won't fix it though even if you pay for it! That is why I dumped all my notes and went the s10+ route for now. Hope to get a pixel 4 and a note 10 when they come out. Have been very disappointed with the fingerprint sensor so far though on the s10+

jal3223 said:
Well, I have had a SM-N9600 now since around September. I opted for the international version due to it being bootloader unlockable. I have had it unlocked and running on Verizon for months now.
Well today, I went walking in the sun at the track. I used the phone as my GPS, in my pocket the whole time, while taking it out occasionally to check my distance. After I was finished I noticed that the screen looked discolored. I immediately made sure that comfort view was disabled, but the issue persisted. There seems to be a hardware failure of some sort effecting the screen. It looks like major burn in, in a perfect pattern in the middle of the device screen that persists even in recovery. Pictures attached of the screen.
I immediately freaked out and called Samsung to inquire about a repair. They stated that they would not touch the phone even if I payed for the repair. They also basically stated that any of their retailers would not touch it as well. So I spoke to a supervisor to verify. He also stated that they would not help me in any way to get my device repaired due to the fact that it is an international phone. So, even if you ask to pay for the hardware failure, you still cannot get a repair.
I called around to UbreakitIfix locations and they all stated that they would not touch the phone as Samsung owns all of their authorized replacement parts.
If anyone has any information that can help me get an authentic screen replacement please let me know.
Just to clarify, the screen was checked for dead pixels as well as any flaws when it was purchased. This all is from today.
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Try Louis Rossmann. He fixes everything. Lol
Just a quick Google search will drop you at his website. The dude is a very honest genius.

OP feel for you. But this issue or any other for that matter had and has prevented me from buying a device that doesn't come with a local warranty.
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Limeybastard said:
OP feel for you. But this issue or any other for that matter had and has prevented me from buying a device that doesn't come with a local warranty.
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The thing is, I called Samsung before purchase because I have heard in the past that they would not repair them. I explained my concerns to the representative and he said that they would just have to send it to the appropriate location and it would just take a little more time for repair. I mentioned that conversation to the rep the other day and asked if they had a call log or something and he responded "Sir, your more than welcome to send it in, but as soon as they see that it is an international phone they will send it back to you untouched". They are a bunch of jerks over there.

jal3223 said:
The thing is, I called Samsung before purchase because I have heard in the past that they would not repair them. I explained my concerns to the representative and he said that they would just have to send it to the appropriate location and it would just take a little more time for repair. I mentioned that conversation to the rep the other day and asked if they had a call log or something and he responded "Sir, your more than welcome to send it in, but as soon as they see that it is an international phone they will send it back to you untouched". They are a bunch of jerks over there.
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Did you find out cost to ship and repair it from the region that the device originated from, HK?
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Limeybastard said:
Did you find out cost to ship and repair it from the region that the device originated from, HK?
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No, they said that a representative would reach out to me but I haven't heard anything. There is a 12 hour time difference between us, so I'll probably try again through live chat when I don't have to work.

jal3223 said:
No, they said that a representative would reach out to me but I haven't heard anything. There is a 12 hour time difference between us, so I'll probably try again through live chat when I don't have to work.
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Why not use DHL or FEDEX with a shipping label back to yourself ? it will cost a fair bit but it’s better than third party repair and cheaper ? As you’re paying for you own postage both ways! I can’t see why they would say no? That’s the only way I’m seeing out of this situation?

N1NJATH3ORY said:
Why not use DHL or FEDEX with a shipping label back to yourself ? it will cost a fair bit but it’s better than third party repair and cheaper ? As you’re paying for you own postage both ways! I can’t see why they would say no? That’s the only way I’m seeing out of this situation?
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I agree. I'm going to live chat with them tomorrow night though. I hope they allow it.

jal3223 said:
I agree. I'm going to live chat with them tomorrow night though. I hope they allow it.
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They should allow it! And Good Luck!

I have posted in the Samsung forums on this issue. Come check it out and share please.
https://us.community.samsung.com/t5/Note-9/Screen-Hardware-fault-becoming-more-common-Samsung-refusing-to/m-p/513325#M9187