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I've posted continuously through other threads bits and pieces about my story, but I wanted to make a full blown front to back thread regarding the issue that I was dealing with. There's a TL : DR synopsis at the bottom for those who don't want to read through the details.
I first purchased a Nexus 7 at Staples. Due to pretty extreme screen flickering, I returned it. At times it felt like I was continually toggling the brightness setting on the power control widget. It was a C6O. Screen lift was minimal, not creaky whatsoever, but if I had to split hairs I would say I could “feel” a slight bezel depth difference on the left versus right. That said, it was hardly anything to raise a tiffle about, but the screen flickering was bothersome enough that I returned it.
Next I purchased a Nexus 7 at Wal-Mart. It too had a very subtle amount of screen lift, but it was not creaky or squishy like some other users described. Both tablets (Wal-Mart and Staples) had little enough screen lift that I would bet my car if anybody who didn't read about the screen lift issue would pick up either tablet, they wouldn't have noticed it. It was that minimal on both units. The Wal-Mart unit was also a C6O.
I was a long time hater of tablets, mostly because of their price vs performance ratio as I always felt they were significantly overpriced. The Nexus 7 changed that, not to mention the 7 inch form factor. Exceptional tablet on all accounts, in my opinion. One day I was about to leave for work. I heard my tablet beep signifying I got an email. I typed out a response on it when I was standing in the kitchen about to leave out the door. Once done, I left the house and walked to my car. As I got in the car I placed the N7 on my passenger seat. I saw what I thought was a hair. A closer look revealed it was not a hair, but indeed two fine cracks originating from the left side of the tablet.
Let it be known:
I did not sit on my tablet.
I did not drop my tablet.
I did not get hit by a car with my tablet in hand.
I did not go mountain biking off a cliff with the tablet in my backpack.
I did not go skiing down a black diamond course with the N7 tracking my speed via GPS only to wreck into a massively epic wipeout and live to tell the story.
I sent an email, walked 10 steps, and my Nexus 7 screen cracked.
Of course, I was a bit miffed by this (miffed as in, facing a borderline homicidal rage), so I called ASUS. They of course played the “If your device was handled in an irresponsible or accidental manner, the repair would not be covered under warranty.” Perfectly understandable, because if I did mishandle my device and I did not have an accidental warranty to cover it, that's how things should be. I faced a difficult problem here justifying my story. The screen was cracked. How does a screen magically crack? Beats me. If I were running a company that made tablets and someone came to me complaining their screen magically cracked, I'd be asking some serious questions too. But here's the curve ball... I did not drop mine or handle it irresponsibly, so I'll be damned if I wasn't going to get this unit covered under warranty. The only thing going in my favor with justifying my story was the fact that my Nexus 7 was in perfect shape aside from the screen crack, which would help coincide with the “manufacturer's flaw” story since there was no other physical evidence that I mishandled the tablet.
With the first call I set up the RMA process and shortly after sent my tablet in. But that wasn't enough for me. I was reading online that more people were being told by ASUS that they would have to pay ~170 dollars in repairs for their tablet. Now, I cannot attest to the condition or exact situation of those users. I wasn't a fly on the wall to witness just how every situation played out. All I could do was justify my case since I was the direct party involved. At any rate, the stories I was hearing (despite not having been a witness to further solidify the cases) only enraged me further. I called ASUS again.
The second time I called ASUS I realized during the on hold process there was a very ironic message. They indicated “Did you know if you have even one bright pixel on your ASUS laptop, we will replace the entire thing for free?” OH, REALLY? Perfect. I'll keep that in mind when I get on the line with the next rep. The rep finally got on the line and I told him my story. I blatantly asked, “Has ASUS changed their policy in regards to owning up to their design flaws? Or are they still in denial about that?” He indicated the same thing the original rep did, citing that if there is damage on the unit that suggests it was dropped, it won't be serviced under warranty, but if the damage suggests it was from a manufacturer's defect, it'll be covered. Okay, great. Since I cannot argue the physical condition of my tablet that they cannot see since it was on a UPS truck to Texas, I found little justification in arguing further.
A day passed and I called ASUS again, mostly because their online RMA tracker wasn't working and I wanted a status update. ASUS had not yet looked at my tablet, despite the fact the tracking information said it was delivered the day before. I once again brought up the previous story, but this rep made the mistake of saying “The Nexus 7 is perfect in every way. There are absolutely no design flaws with it.” I couldn't just listen to this, so I lost it and regrettably unloaded on him. I told him I work in IT, I use a lot of different devices from many different vendors. In almost every case, there have always been some degree of lemons, even if the product is otherwise completely successful. Part of my issue with that comment wasn't so much the wording, but the way it was said... it was the “well you seem to be an idiot if you think otherwise” type of demeanor that just set me off. At any rate, that conversation ended without getting any further, aside from the verbal skewing I delivered that I halfway felt bad about later.
Another day passed and I called ASUS again. This time I spoke to somebody who was down to earth and not an ego driven support zealot. I told him my story, and he said “Dude, if I were you I'd be just as mad and be doing the exact same thing.” He indicated that there's not a lot to go on over the phone because, despite wanting to give me the benefit of the doubt and believe my story to 100% accuracy, he didn't have the device there in front of him to check (although at this point my tablet was in the review process, but no answers were on the table yet). I fully understood this, as it's impossible to believe people over the phone like this. It's sort of like back in the day working retail when you're in high school and someone's debit card gets declined, and they argue with you that they have money in the account and insist you run it again, yet it keeps failing. Yeah okay, because the bank is lying and the stranger before me is telling the truth.
I fully understood this, and was just thankful I was able to speak to somebody who was down to earth and logical about how they presented themselves, instead of being fake and obnoxious like the last rep was. Since I felt as though I had a decent conversation going, I threw out something else on the table, and blatantly told the rep that I do a lot of side work in the evenings on my computer, and that I can easily multitask my work while being on a headset. I said the reason I'm telling you this is if ASUS refuses to repair my tablet under warranty, I will call ASUS repeatedly for weeks on end until they repair it. I worked hard for the money I earned to purchase the tablet. If ASUS wouldn't own up to my unexplainable screen crack then I would do everything in my power to burn up as much of their time as possible. After all, time is money, right?
This rep said the one thing that is going to work in my favor is the fact that the previous reps took a lot of notes. He read some of them back to me and he said it seems as if you're well aware of the left side screen issue that hit some of these devices and you're well aware of the internal design, etc. He said these kind of things will help your case out versus being “ahhh blah blah I'm mad! My tablet broke fix it now ahhh!” like some people are doing. I thanked him for his time and thanked him for being so honest with me. Because of that particular experience, my opinion of ASUS's customer service almost turned around entirely. It's hard to be excited about a home run when you just struck out 3 times, though.
A few hours later I was all but asleep when I heard my phone go off with an email. I checked it and it was ASUS. Sure enough, it was tracking info for my tablet. No charge was noted, no dispute had taken place. Just... my tablet on a truck coming back. I called ASUS to see what was done with my tablet, as for all I knew it could have just been the broken unit coming back. The rep quickly brought up the info and told me “Your screen was replaced and your tablet is now fully repaired. You should receive it in 3 days.” Wow. Another +1, ASUS.
For what it's worth, it took ASUS 3 business days to cycle through to my tablet. I sent shipped it out Thursday, Friday of course it was en route, Sat/Sun being the weekend, and Monday being a holiday means that Tuesday (delivery day according to tracking info) was game day #1 for ASUS taking a look at it. I received the email late that Thursday with the tracking info, and by the following Wednesday I was supposed to receive it, but it required a signature and I was at work. I called FedEx and had it routed to a nearby facility and I went there on Thursday and picked it up in person.
I immediately checked out the screen lift. Please understand, I'm splitting some very extreme hairs here. If I look at it from an angle and I study the gray line, I can visibly see a very faint rise. In comparison to the right side, it's really not much different. It's absolutely acceptable in my book. The only time I really noticed the faint rise was after I put on a screen protector, which of course brings the screen higher up to the level of the silver bezel. That said, there's no creaking, no squishy feeling, nothing. Feels solid to me. I ran a few intensive apps for a bit and felt the tablet heat up a little, but so far I haven't felt any adhesive unlatch. In fact, I've never personally seen a Nexus 7 with any sort of clicking or squishiness. If they've been raised or lifted, it's been a solid lift, no degree of movement whatsoever, even after a 4 hour GPS run in a cement building with the unit trying to continually get a lock.
I do have to wonder something. If I was not as pushy as I was, or if I did not spout my awareness of the left side screen issue that hit some of these devices... if I would have gotten the same service. I wonder if I had not called in several times if my turn around time would have been longer. That being said, there's a lot of questions on the table, and there was a decent amount of verbal pushing I had to do over the phone which I'm sure helped make this situation end as seamlessly as it did. I urge all of you who have legitimate screen crack cases (if your tablet fell down the stairs or similar, this of course wouldn't be classified as legitimate) to make sure ASUS knows you're aware of the issue, and that you will not be paying for the repair. You can be stone cold firm without being belligerent or disrespectful. I don't think those of you who had unexplainable screen cracks should back down.
TL : DR
Call 1 to ASUS: Uneventful, RMA set up.
Item shipped to ASUS repair facility.
Call 2 to ASUS: Uneventful, RMA status unchanged. Indicated my awareness of the screen lift issue as well as my frustration.
Call 3 to ASUS: Ripped the rep a new one due to intolerable demeanor and choice of comments. Indicated my awareness again of the screen lift issue as well as my frustration.
Call 4 to ASUS: Indicated my awareness again of the screen lift issue as well as my frustration. Rep was exceptional to talk to and understood my frustrations without sounding fake. Indicated the notes on my account were solid.
Hours later, email received. RMA processed, N7 repaired, shipped back.
Thursday, received unit. Very slight screen lift still apparent, but very very minimal. No squishiness, clicking, creaking, nothing. Seems solid. Very satisfied with unit.
Overall satisfaction: 8/10
Glad to hear that your nightmare is over at last.
For what it's worth, as some extra peace of mind I may be considering a SquareTrade warranty since I'm within the 90 days. I hear their customer service is astounding, and I really don't want to have any headaches again despite ASUS pulling through with this one. Next time, the damage just may be my fault, which makes the extra warranty seem more appealing.
Glad to hear you forced them to do the right thing..I do not believe they would have without your pressure on them. Google says they are refunding my money on mine.. WHEN Who knows . they received it the 5th and now its 17th .The worse part about this whole QC issue is the waiting time after the sale. TOTAL LACK OF Customer SUPPORT ON Part of google and ASUS..
erica_renee said:
Glad to hear you forced them to do the right thing..I do not believe they would have without your pressure on them. Google says they are refunding my money on mine.. WHEN Who knows . they received it the 5th and now its 17th .The worse part about this whole QC issue is the waiting time after the sale. TOTAL LACK OF Customer SUPPORT ON Part of google and ASUS..
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sadly if it's anything like my refund process, it will be close to 2 months before you get your refund...
was
Glade to hear they fixed it under warranty.
Not sure if you're willing to pull the back cover off or not, but I would be interested to know if they shipped it back with two less screws. Like they're now doing with the C8O and C9O models.
My screen isn't cracked and I'd like to keep it that way. Mine has just a bit of screen lift.
odroido said:
Glade to hear they fixed it under warranty.
Not sure if you're willing to pull the back cover off or not, but I would be interested to know if they shipped it back with two less screws. Like they're now doing with the C8O and C9O models.
My screen isn't cracked and I'd like to keep it that way. Mine has just a bit of screen lift.
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I just pulled my back cover off and it does not appear to have any missing screws. In regard to the newer Nexus 7 tablets are they doing that with all of them? Or just a select few so far? I thought I heard *some* people say with brand new generation Nexus 7 tablets that they were not missing any screws.
Sent from my Nexus 7 using xda app-developers app
JaSauders said:
For what it's worth, as some extra peace of mind I may be considering a SquareTrade warranty since I'm within the 90 days. I hear their customer service is astounding, and I really don't want to have any headaches again despite ASUS pulling through with this one. Next time, the damage just may be my fault, which makes the extra warranty seem more appealing.
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Click to collapse
I got squaretrade. Its a good feeling for sure
Sent from my MB855 using Tapatalk 2
JaSauders said:
I just pulled my back cover off and it does not appear to have any missing screws. In regard to the newer Nexus 7 tablets are they doing that with all of them? Or just a select few so far? I thought I heard *some* people say with brand new generation Nexus 7 tablets that they were not missing any screws.
Sent from my Nexus 7 using xda app-developers app
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Click to collapse
Thanks for checking. I only read a few posts about the new batch missing screws and just assumed they are the same (missing screws)
Sent from my Nexus 7 using Tapatalk 2
odroido said:
Thanks for checking. I only read a few posts about the new batch missing screws and just assumed they are the same (missing screws)
Sent from my Nexus 7 using Tapatalk 2
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Click to collapse
I bought a new N7 3 weeks ago. It's a C80 unit and it's missing the 2 screws on the left side that have been mentioned previously.
I did notice that there is a minute lift on the left side but when I looked more closely, it was the silver frame that is actually bowed back slightly and the glass is actually straight.
Sent from my Nexus 7 using xda app-developers app
bigbop said:
I bought a new N7 3 weeks ago. It's a C80 unit and it's missing the 2 screws on the left side that have been mentioned previously.
I did notice that there is a minute lift on the left side but when I looked more closely, it was the silver frame that is actually bowed back slightly and the glass is actually straight.
Sent from my Nexus 7 using xda app-developers app
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Click to collapse
Not to jack this thread but when I bought the original galaxy tab10.1 the screen was straight but the whole rest of the tab was curved really bad
Sent from my EVO using xda premium
oddly enough, i been shooting emails to ASUS with pictures and explanations of my "internally cracked" n7 and as well as a call or two and they assured me multiple times that my item is still under warranty and that i should start up a RMA.
i also have a cracked screen, what are the chances that it will be under warranty? does ASUS adopt the same approach worldwide that it is their fault (with the screen lift), or do I have to constantly remind them that it is because of the screen lift that the screen cracked?
I would call them be nice but firm. If you did drop it they will know when taking it apart.
I'm waiting for a refund from Google on a cracked doa unit. called them today with a threat to file complaints with help of my bank its been over a month.
good luck.
Message Sent from nexus 7 tablet
Same Issue
I had the exact same issue happen to me. My N7 was kept inside a case for its entire life. I bought one from Staples, took it out of the box, the screen lifted and I popped it back in (at the time, I did not realize this was a big deal). About 3 weeks later, went to open my case and the screen was cracked. It looks almost as thought the screen bezel bucked in the middle slightly.
Unfortunately, I have not been so lucky with Asus. We have gone back and forth through at least a dozen calls and a dozen emails. Just got the 'Not Covered' email. Its driving me crazy that I didn't cause this and now I'm stuck. Boooo
With a thread like this, I knew the "My screen broke by itself" people would come out the woodwork.
Sent from my EVO using xda premium
gave me hope
i had similar experience. your story gave me confidence that i was right. and i think people like you bugged the **** out of customer support to the point that they had to take future callers complaints more seriously. mine is apparently being repaired under warranty. it was a smooth process for the most part. ill know for sure when i call again tonight. thanks for making asus miserable and the rest of us happy
new tablet user
Excellent article. I wish I could say I had as good an experience with ASUS. My 3 month old tablet screen inexplicably developed a crack. I did not drop it or in any way damage it. At all material times it was protected by the keyboard transformer pad. I called the service department and was told I had to send it in so the warranty claim could be verified, which I thought was quite reasonable.
When their service department received it I got an email telling me it was damaged and they wanted $320 to repair it. In spite of my entreaties to repair it under warranty they categorically refused. When I refused to pay for the repair, they sent it back. All in all, a horrible experience and I will never buy or recommend an ASUS again.
Cheers
FONT="Arial"][/FONT]
JaSauders said:
I've posted continuously through other threads bits and pieces about my story, but I wanted to make a full blown front to back thread regarding the issue that I was dealing with. There's a TL : DR synopsis at the bottom for those who don't want to read through the details.
I first purchased a Nexus 7 at Staples. Due to pretty extreme screen flickering, I returned it. At times it felt like I was continually toggling the brightness setting on the power control widget. It was a C6O. Screen lift was minimal, not creaky whatsoever, but if I had to split hairs I would say I could “feel” a slight bezel depth difference on the left versus right. That said, it was hardly anything to raise a tiffle about, but the screen flickering was bothersome enough that I returned it.
Next I purchased a Nexus 7 at Wal-Mart. It too had a very subtle amount of screen lift, but it was not creaky or squishy like some other users described. Both tablets (Wal-Mart and Staples) had little enough screen lift that I would bet my car if anybody who didn't read about the screen lift issue would pick up either tablet, they wouldn't have noticed it. It was that minimal on both units. The Wal-Mart unit was also a C6O.
I was a long time hater of tablets, mostly because of their price vs performance ratio as I always felt they were significantly overpriced. The Nexus 7 changed that, not to mention the 7 inch form factor. Exceptional tablet on all accounts, in my opinion. One day I was about to leave for work. I heard my tablet beep signifying I got an email. I typed out a response on it when I was standing in the kitchen about to leave out the door. Once done, I left the house and walked to my car. As I got in the car I placed the N7 on my passenger seat. I saw what I thought was a hair. A closer look revealed it was not a hair, but indeed two fine cracks originating from the left side of the tablet.
Let it be known:
I did not sit on my tablet.
I did not drop my tablet.
I did not get hit by a car with my tablet in hand.
I did not go mountain biking off a cliff with the tablet in my backpack.
I did not go skiing down a black diamond course with the N7 tracking my speed via GPS only to wreck into a massively epic wipeout and live to tell the story.
I sent an email, walked 10 steps, and my Nexus 7 screen cracked.
Of course, I was a bit miffed by this (miffed as in, facing a borderline homicidal rage), so I called ASUS. They of course played the “If your device was handled in an irresponsible or accidental manner, the repair would not be covered under warranty.” Perfectly understandable, because if I did mishandle my device and I did not have an accidental warranty to cover it, that's how things should be. I faced a difficult problem here justifying my story. The screen was cracked. How does a screen magically crack? Beats me. If I were running a company that made tablets and someone came to me complaining their screen magically cracked, I'd be asking some serious questions too. But here's the curve ball... I did not drop mine or handle it irresponsibly, so I'll be damned if I wasn't going to get this unit covered under warranty. The only thing going in my favor with justifying my story was the fact that my Nexus 7 was in perfect shape aside from the screen crack, which would help coincide with the “manufacturer's flaw” story since there was no other physical evidence that I mishandled the tablet.
With the first call I set up the RMA process and shortly after sent my tablet in. But that wasn't enough for me. I was reading online that more people were being told by ASUS that they would have to pay ~170 dollars in repairs for their tablet. Now, I cannot attest to the condition or exact situation of those users. I wasn't a fly on the wall to witness just how every situation played out. All I could do was justify my case since I was the direct party involved. At any rate, the stories I was hearing (despite not having been a witness to further solidify the cases) only enraged me further. I called ASUS again.
The second time I called ASUS I realized during the on hold process there was a very ironic message. They indicated “Did you know if you have even one bright pixel on your ASUS laptop, we will replace the entire thing for free?” OH, REALLY? Perfect. I'll keep that in mind when I get on the line with the next rep. The rep finally got on the line and I told him my story. I blatantly asked, “Has ASUS changed their policy in regards to owning up to their design flaws? Or are they still in denial about that?” He indicated the same thing the original rep did, citing that if there is damage on the unit that suggests it was dropped, it won't be serviced under warranty, but if the damage suggests it was from a manufacturer's defect, it'll be covered. Okay, great. Since I cannot argue the physical condition of my tablet that they cannot see since it was on a UPS truck to Texas, I found little justification in arguing further.
A day passed and I called ASUS again, mostly because their online RMA tracker wasn't working and I wanted a status update. ASUS had not yet looked at my tablet, despite the fact the tracking information said it was delivered the day before. I once again brought up the previous story, but this rep made the mistake of saying “The Nexus 7 is perfect in every way. There are absolutely no design flaws with it.” I couldn't just listen to this, so I lost it and regrettably unloaded on him. I told him I work in IT, I use a lot of different devices from many different vendors. In almost every case, there have always been some degree of lemons, even if the product is otherwise completely successful. Part of my issue with that comment wasn't so much the wording, but the way it was said... it was the “well you seem to be an idiot if you think otherwise” type of demeanor that just set me off. At any rate, that conversation ended without getting any further, aside from the verbal skewing I delivered that I halfway felt bad about later.
Another day passed and I called ASUS again. This time I spoke to somebody who was down to earth and not an ego driven support zealot. I told him my story, and he said “Dude, if I were you I'd be just as mad and be doing the exact same thing.” He indicated that there's not a lot to go on over the phone because, despite wanting to give me the benefit of the doubt and believe my story to 100% accuracy, he didn't have the device there in front of him to check (although at this point my tablet was in the review process, but no answers were on the table yet). I fully understood this, as it's impossible to believe people over the phone like this. It's sort of like back in the day working retail when you're in high school and someone's debit card gets declined, and they argue with you that they have money in the account and insist you run it again, yet it keeps failing. Yeah okay, because the bank is lying and the stranger before me is telling the truth.
I fully understood this, and was just thankful I was able to speak to somebody who was down to earth and logical about how they presented themselves, instead of being fake and obnoxious like the last rep was. Since I felt as though I had a decent conversation going, I threw out something else on the table, and blatantly told the rep that I do a lot of side work in the evenings on my computer, and that I can easily multitask my work while being on a headset. I said the reason I'm telling you this is if ASUS refuses to repair my tablet under warranty, I will call ASUS repeatedly for weeks on end until they repair it. I worked hard for the money I earned to purchase the tablet. If ASUS wouldn't own up to my unexplainable screen crack then I would do everything in my power to burn up as much of their time as possible. After all, time is money, right?
This rep said the one thing that is going to work in my favor is the fact that the previous reps took a lot of notes. He read some of them back to me and he said it seems as if you're well aware of the left side screen issue that hit some of these devices and you're well aware of the internal design, etc. He said these kind of things will help your case out versus being “ahhh blah blah I'm mad! My tablet broke fix it now ahhh!” like some people are doing. I thanked him for his time and thanked him for being so honest with me. Because of that particular experience, my opinion of ASUS's customer service almost turned around entirely. It's hard to be excited about a home run when you just struck out 3 times, though.
A few hours later I was all but asleep when I heard my phone go off with an email. I checked it and it was ASUS. Sure enough, it was tracking info for my tablet. No charge was noted, no dispute had taken place. Just... my tablet on a truck coming back. I called ASUS to see what was done with my tablet, as for all I knew it could have just been the broken unit coming back. The rep quickly brought up the info and told me “Your screen was replaced and your tablet is now fully repaired. You should receive it in 3 days.” Wow. Another +1, ASUS.
For what it's worth, it took ASUS 3 business days to cycle through to my tablet. I sent shipped it out Thursday, Friday of course it was en route, Sat/Sun being the weekend, and Monday being a holiday means that Tuesday (delivery day according to tracking info) was game day #1 for ASUS taking a look at it. I received the email late that Thursday with the tracking info, and by the following Wednesday I was supposed to receive it, but it required a signature and I was at work. I called FedEx and had it routed to a nearby facility and I went there on Thursday and picked it up in person.
I immediately checked out the screen lift. Please understand, I'm splitting some very extreme hairs here. If I look at it from an angle and I study the gray line, I can visibly see a very faint rise. In comparison to the right side, it's really not much different. It's absolutely acceptable in my book. The only time I really noticed the faint rise was after I put on a screen protector, which of course brings the screen higher up to the level of the silver bezel. That said, there's no creaking, no squishy feeling, nothing. Feels solid to me. I ran a few intensive apps for a bit and felt the tablet heat up a little, but so far I haven't felt any adhesive unlatch. In fact, I've never personally seen a Nexus 7 with any sort of clicking or squishiness. If they've been raised or lifted, it's been a solid lift, no degree of movement whatsoever, even after a 4 hour GPS run in a cement building with the unit trying to continually get a lock.
I do have to wonder something. If I was not as pushy as I was, or if I did not spout my awareness of the left side screen issue that hit some of these devices... if I would have gotten the same service. I wonder if I had not called in several times if my turn around time would have been longer. That being said, there's a lot of questions on the table, and there was a decent amount of verbal pushing I had to do over the phone which I'm sure helped make this situation end as seamlessly as it did. I urge all of you who have legitimate screen crack cases (if your tablet fell down the stairs or similar, this of course wouldn't be classified as legitimate) to make sure ASUS knows you're aware of the issue, and that you will not be paying for the repair. You can be stone cold firm without being belligerent or disrespectful. I don't think those of you who had unexplainable screen cracks should back down.
TL : DR
Call 1 to ASUS: Uneventful, RMA set up.
Item shipped to ASUS repair facility.
Call 2 to ASUS: Uneventful, RMA status unchanged. Indicated my awareness of the screen lift issue as well as my frustration.
Call 3 to ASUS: Ripped the rep a new one due to intolerable demeanor and choice of comments. Indicated my awareness again of the screen lift issue as well as my frustration.
Call 4 to ASUS: Indicated my awareness again of the screen lift issue as well as my frustration. Rep was exceptional to talk to and understood my frustrations without sounding fake. Indicated the notes on my account were solid.
Hours later, email received. RMA processed, N7 repaired, shipped back.
Thursday, received unit. Very slight screen lift still apparent, but very very minimal. No squishiness, clicking, creaking, nothing. Seems solid. Very satisfied with unit.
Overall satisfaction: 8/10
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Click to collapse
Asus REPLACED my cracked-screen Nexus 7 under warranty!
I'm a UK Nexus 7 user and I bought my 16gb Nexus in October. Straight away I equipped it with a screen protector and a silicon skin - I baby my electronic stuff.
A few weeks later I noticed the left hand side of the screen protruded a little from the bezel whereas top, bottom and right were flush. It creaked a bit too. I pressed it down with my thumb... well you know what happened, right? The superhuman strength in my left thumb cracked the screen in a semicircular pattern from the centre of the left edge of the screen - internally. The surface was unbroken.
That's when I read about the problem online and took the back of the Nexus off to check the screws. On the right side, all screws were present and correct. On the left, two were missing and the remainder were loose - screwed in about halfway. My model was a C8.
Took it back where I bought it... an electrical goods chain that had just entered administration. Great. They gave me a direct number for Asus, and without much hope, I called them up on November 5th and explained the situation. The Asus UK rep was polite and helpful and told me an RMA would be issued. Sure enough, it was e-mailed to me later that day. The next day I was issued with a pick-up time for the carrier. My busted Nexus was taking a trip to Asus in the Netherlands.
It was picked up on time on November 7th and I waited in trepidation to see whether Asus was going to try and charge me for repair, at which point I would have to argue my case of improper assembly, backed up by all the useful info from you guys on this forum...
I heard nothing more from Asus, but two days later on November 9th I got an e-mail from FedEx, telling me they were shipping an item to me on behalf of Asus, and it was slated for delivery on the 11th. Had Asus simply returned my busted Nexus untouched? Well, it was the weekend, so I couldn't find anything out.
On the 11th I received the package via FedEx. Guess what? It was a new, sealed-in-box Nexus 7 - a C7 this time. First thing I did was take the back off to check the screws. They were all there, though two were slightly loose. Screen alignment looked fine. Some documentation verified there was no charge to be levied. I couldn't believe it. I'd had the Nexus replaced with no argument within a week! After reading other people's experiences, I had expected some confrontation.
I just received an e-mail from Asus requesting feedback on the repair process. I was glad to give credit where credit was due, and I'm telling you folks about it because usually it's only the people who have a major complaint who post about it. I would certainly be here griping about it if Asus had told me to take a hike, but in this case I think they deserve some kudos. So, if you have a problem with a cracked screen, I'm here to tell you that Asus did the right thing for me. Don't give up hope!
Glad to see your succes
My n7's screen cracked while is was in my pocket, the cracks seems to come from the 3,5mm jack, so my headphones must have broken it somehow...
This phone is not truly waterproof/resistant!!!!!
First off I want to start this off buy saying a few things. I work for AT&T so before anyone says its from improper usage remember I had to watch training videos on how to properly use it. Also, before anyone says well, you aren't really supposed to be using it in the water, you are wrong. The first thing we are trained on is how to properly close the back cover and how to show the customers Aqua mode to take pictures underwater. We actively use this as a main selling point, this is per Samsung.
Here is my story. I bought the Active on Thursday. The first thing I did with it was ensure the back was closed and made a video in my fish tank so I could show customers how it works underwater, and how good aqua mode is. That worked out perfectly except the video was a little dark, so I figured I would retake it.
In this time I had a customer swap out the phone they bought because it were defective, the bottom buttons stopped working on it. She was very vague when the water question came up but I thought nothing of it.
Now cue today. It was sunny outside so I thought it was the perfect time to reshoot the fish tank video. I ensured the back was secure, yes, including pressing down on the back where the AT&T logo is. I then submerged the phone in the tank while taking the video. Almost instantly the phone screen went black and said dock mode was enabled so I took the phone out of the water and everything went back to normal. I double checked the USB rubber to be sure. I just chalked it up to the phone doing crazy things in the water. I have read almost everywhere that the phone will say headphones are plugged in, etc. So I thought this was normal. I then put it back in and took a minute long video. Everything was fine. I even played back the video and it was fully working.
This is where everything went wrong. About 2 minutes later the phone started tweaking out, Google now opened on its own and the buttons were really sensitive. Then the buttons completely stopped working other than the power button and that's when I freaked out. I opened the battery cover and there it was, everything was soaked. but luckily none of the water damage indicators were colored. I then opened the USB door and it was like a fountain, so that's where the breach happened. The flimsy, rubber USB door. I did not tell a soul what happened and went back to work and swapped it for a regular Galaxy S4.
So please listen to my warning. There are way too many people getting this phone damaged, including me, a fully trained AT&T employee who took the proper precautions before doing anything.
Samsung should not be able to get away with calling this phone water resistant or water proof, and they should especially not include an Aqua Camera mode.
Also the warranty DOES NOT, I REPEAT, DOES NOT COVER WATER!!!!
I think it depends really, i understand where you are coming from, and you shouldnt trust it, but my friend was pushed in the pool with his and it survived without a issue
I've kept mine in my pocket and went for a swim in the pool. Worked fine after wiping it with a towel. You might have had a defective unit...
Sent from my SAMSUNG-SGH-I537 using Tapatalk 2
As an AT&T employee maybe you'll know the procedure for this..
I've read all the horror stories relating to the S4A, and there's been a few of them.. Is the fact that the device seems to fail often enough of a reason to exchange for a regular S4? I'm not within my 14 days anymore :/.I opted for this over S4 just because of the water resistance.
starxgamingx said:
I think it depends really, i understand where you are coming from, and you shouldnt trust it, but my friend was pushed in the pool with his and it survived without a issue
Click to expand...
Click to collapse
And I understand that I may have a defective unit, but I have read 3 separate reviews where the reviewer damaged their first phone. There is also a thread on XDA where a bunch of people state that they damaged their phone. This in itself either says that the phone doesn't work as advertised or there are way too many defective units out there for anyone to be safe to try the water and Samsung needs to know this.
daledenton said:
And I understand that I may have a defective unit, but I have read 3 separate reviews where the reviewer damaged their first phone. There is also a thread on XDA where a bunch of people state that they damaged their phone. This in itself either says that the phone doesn't work as advertised or there are way too many defective units out there for anyone to be safe to try the water and Samsung needs to know this.
Click to expand...
Click to collapse
Maybe its the other way around and my friend got a defective one thats actually waterproof
now i fell terribly sorry for who went with those ugly buttons instead of S4
Blackwolf10 said:
now i fell terribly sorry for who went with those ugly buttons instead of S4
Click to expand...
Click to collapse
Eh... I like the buttons...
The bottom line is that Samsung doesn't warranty the phone against water damage and therefor should Never sell it as such. If they can not stand behind an advertised function of their own product, they should not sell it. It doesn't matter if people abuse the phone in water or exceed the recommended specs (depth and length of time in water) because there is no way they can differentiate between people that stay within the specs and those that don't.
All I gotta say is the best way to get away with saying it is water resistance/proof would be making it like the Nexus 4 and no removable back. Make it wireless charging. Come with a wireless charger. Sd card slot and sim slot on the top or sides. Make it completely blocked off with no ports but a headphone hack the way they did making it water proof. That's the only way they can be certain its water resistant. Otherwise you have these issues.
Sent from my SGH-I337 using Tapatalk 2
Yeah, I have a feeling all of these water-related failures are going to kill the S4A early. Eventually, the threat of a class action lawsuit will cause them to trigger an EOL.
I suspect this will happen sooner rather than later, since showing it dunked in water in all the commercials, but not covering water damage is just screaming "class action."
My crystal ball says that within a year, you'll see AT&T (at least) offering to waive ETF for owners of S4A units damaged by water. This may be under the terms of a Class Action, or to avoid one... but in the end, that will probably be the end of the S4A story.
daledenton said:
This phone is not truly waterproof/resistant!!!!!
First off I want to start this off buy saying a few things. I work for AT&T so before anyone says its from improper usage remember I had to watch training videos on how to properly use it. Also, before anyone says well, you aren't really supposed to be using it in the water, you are wrong. The first thing we are trained on is how to properly close the back cover and how to show the customers Aqua mode to take pictures underwater. We actively use this as a main selling point, this is per Samsung.
Here is my story. I bought the Active on Thursday. The first thing I did with it was ensure the back was closed and made a video in my fish tank so I could show customers how it works underwater, and how good aqua mode is. That worked out perfectly except the video was a little dark, so I figured I would retake it.
In this time I had a customer swap out the phone they bought because it were defective, the bottom buttons stopped working on it. She was very vague when the water question came up but I thought nothing of it.
Now cue today. It was sunny outside so I thought it was the perfect time to reshoot the fish tank video. I ensured the back was secure, yes, including pressing down on the back where the AT&T logo is. I then submerged the phone in the tank while taking the video. Almost instantly the phone screen went black and said dock mode was enabled so I took the phone out of the water and everything went back to normal. I double checked the USB rubber to be sure. I just chalked it up to the phone doing crazy things in the water. I have read almost everywhere that the phone will say headphones are plugged in, etc. So I thought this was normal. I then put it back in and took a minute long video. Everything was fine. I even played back the video and it was fully working.
This is where everything went wrong. About 2 minutes later the phone started tweaking out, Google now opened on its own and the buttons were really sensitive. Then the buttons completely stopped working other than the power button and that's when I freaked out. I opened the battery cover and there it was, everything was soaked. but luckily none of the water damage indicators were colored. I then opened the USB door and it was like a fountain, so that's where the breach happened. The flimsy, rubber USB door. I did not tell a soul what happened and went back to work and swapped it for a regular Galaxy S4.
So please listen to my warning. There are way too many people getting this phone damaged, including me, a fully trained AT&T employee who took the proper precautions before doing anything.
Samsung should not be able to get away with calling this phone water resistant or water proof, and they should especially not include an Aqua Camera mode.
Also the warranty DOES NOT, I REPEAT, DOES NOT COVER WATER!!!!
Click to expand...
Click to collapse
A simple solution to find out if your phone is waterproof... Turn the phone off and remove the battery, then close everything and put it in water for a few minutes. Take the phone out of the water and check to see if water got in the charging port and/or past the seal on the back. If it did get water in the device put your phone in rice for a day and return it for a working unit. If you didn't you should be fine.
If no power is going to your device it cannot short circuit. After the water is gone you can turn it on with no issues
jt3 said:
Yeah, I have a feeling all of these water-related failures are going to kill the S4A early. Eventually, the threat of a class action lawsuit will cause them to trigger an EOL.
I suspect this will happen sooner rather than later, since showing it dunked in water in all the commercials, but not covering water damage is just screaming "class action."
My crystal ball says that within a year, you'll see AT&T (at least) offering to waive ETF for owners of S4A units damaged by water. This may be under the terms of a Class Action, or to avoid one... but in the end, that will probably be the end of the S4A story.
Click to expand...
Click to collapse
Or maybe a recall?
Blackwolf10 said:
now i fell terribly sorry for who went with those ugly buttons instead of S4
Click to expand...
Click to collapse
as an owner of Galaxy S2, S3, Nexus and HTC One i have to say then Samsung products are inferior to any other manufacture,
HTC is NOT as important manufacture as Samsung but their devices are way better that Samsungs
as for water proofing Galaxy S4 Active was a clear copy of Xperia Z, since Samsung could NOT make every GS4 waterproof like SONY they made another phone and judging by experience SONY clearly made the better waterproofing,
i was in the swimming pool that day and there was Xperia Z's on the bottom of the pool (~1 to 2 meters) with NO damage,
---------- Post added at 05:09 PM ---------- Previous post was at 05:07 PM ----------
joshuadjohnson22 said:
A simple solution to find out if your phone is waterproof... Turn the phone off and remove the battery, then close everything and put it in water for a few minutes. Take the phone out of the water and check to see if water got in the charging port and/or past the seal on the back. If it did get water in the device put your phone in rice for a day and return it for a working unit. If you didn't you should be fine.
If no power is going to your device it cannot short circuit. After the water is gone you can turn it on with no issues
Or maybe a recall?
Click to expand...
Click to collapse
"If no power is going to your device it cannot short circuit"
every phone has a small battery on its PCB to keep time and date if your battery drained or removed.
so a short circuit is a possibility.
Muhammad.Muayad said:
as an owner of Galaxy S2, S3, Nexus and HTC One i have to say then Samsung products are inferior to any other manufacture,
HTC is NOT as important manufacture as Samsung but their devices are way better that Samsungs
as for water proofing Galaxy S4 Active was a clear copy of Xperia Z, since Samsung could NOT make every GS4 waterproof like SONY they made another phone and judging by experience SONY clearly made the better waterproofing,
i was in the swimming pool that day and there was Xperia Z's on the bottom of the pool (~1 to 2 meters) with NO damage,
---------- Post added at 05:09 PM ---------- Previous post was at 05:07 PM ----------
"If no power is going to your device it cannot short circuit"
every phone has a small battery on its PCB to keep time and date if your battery drained or removed.
so a short circuit is a possibility.
Click to expand...
Click to collapse
hmmm ok, never heard of that
Either way when I tried the method I posted no water got in. Still don't think I will put it in water while it is turned on
My first shot in water:
lh4.googleusercontent.com/-uF_HK-cQ5z0/Ue6J9C7REAI/AAAAAAAA0qQ/JCQFdoDu13U/s512/20130723_164222.jpg
(from kayak, i did keep phone in hand and lower it about 10cm deep in water)
After that pic, noticed water in display, rear camera, front camera, some buttons did not work, etc etc nice.
Rear cam:
lh3.googleusercontent.com/-mrqiqTMzr_g/Ue6gKop2DlI/AAAAAAAA0tE/upYGQ_7dNW0/s512/20130723_182343.jpg
Front cam:
lh3.googleusercontent.com/-UxFnzttB8CE/Ue7CqjautfI/AAAAAAAA0vU/cpK5ekAPZGo/s512/20130723_205132.jpg
lh3.googleusercontent.com/-hRvVQXcYqG4/Ue7x3qZSg7I/AAAAAAAA0xI/p4LqZri94bs/s512/IMG_20130723_234953.jpg
Display:
lh6.googleusercontent.com/-wBqoctoGIlg/Ue7x1BM3-CI/AAAAAAAA0w8/il7jeX2rodk/s640/IMG_20130723_234922.jpg
And yes, usb cover was sealed and also battery cover.
I went to local service point in last week, today they called to pick my device up:
lh4.googleusercontent.com/-w-LRCCJJHYM/UfZhBjNfcFI/AAAAAAAA1Dk/W70ZmxcePhA/s512/IMG_20130729_153151.jpg
Battery is old, everything else is new.
edit: btw, sorry for links, add h t t p : / /
jesi said:
My first shot in water:
lh4.googleusercontent.com/-uF_HK-cQ5z0/Ue6J9C7REAI/AAAAAAAA0qQ/JCQFdoDu13U/s512/20130723_164222.jpg
(from kayak, i did keep phone in hand and lower it about 10cm deep in water)
After that pic, noticed water in display, rear camera, front camera, some buttons did not work, etc etc nice.
Rear cam:
lh3.googleusercontent.com/-mrqiqTMzr_g/Ue6gKop2DlI/AAAAAAAA0tE/upYGQ_7dNW0/s512/20130723_182343.jpg
Front cam:
lh3.googleusercontent.com/-UxFnzttB8CE/Ue7CqjautfI/AAAAAAAA0vU/cpK5ekAPZGo/s512/20130723_205132.jpg
lh3.googleusercontent.com/-hRvVQXcYqG4/Ue7x3qZSg7I/AAAAAAAA0xI/p4LqZri94bs/s512/IMG_20130723_234953.jpg
Display:
lh6.googleusercontent.com/-wBqoctoGIlg/Ue7x1BM3-CI/AAAAAAAA0w8/il7jeX2rodk/s640/IMG_20130723_234922.jpg
And yes, usb cover was sealed and also battery cover.
I went to local service point in last week, today they called to pick my device up:
lh4.googleusercontent.com/-w-LRCCJJHYM/UfZhBjNfcFI/AAAAAAAA1Dk/W70ZmxcePhA/s512/IMG_20130729_153151.jpg
Battery is old, everything else is new.
Click to expand...
Click to collapse
I'm guessing this was not AT&T? The sticker on the screen is different
joshuadjohnson22 said:
I'm guessing this was not AT&T? The sticker on the screen is different
Click to expand...
Click to collapse
Yep, no AT&T.
joshuadjohnson22 said:
Or maybe a recall?
Click to expand...
Click to collapse
Remember, most people with this phone have entered into a 2-year contract. Simply recalling the phone wouldn't work. They'd either have to replace it with an equivalent model or waive the ETF. The problem with the former is that they've advertised the heck out of its water resistance, selling it as "everything proof." If they were to, say, replace it with a standard S4, the consumer would have a very real argument that it's not an equivalent model, which would be ANOTHER basis for a class action.
Also, remember, recalls are done by a manufacturer. AT&T isn't going to recall a Samsung device. Samsung would have to do that. A recall would only really work if Samsung offered another phone (like an S4), AND made a deal with AT&T, compensating them to waive the ETF if the consumer didn't want that phone. This may happen, but before it does, the remaining stock would be pulled from the shelves, and the phone would be EOL.
Again, I think that marketing this phone as waterproof, but not standing behind that marketing, is eventually going to lead to a class action. A class action, or the threat of one, will result in an early death for this device. I agree with what was said before though... I don't think we'll be seeing many more phones claiming water resistance. Those that do, will be sealed, and certainly won't have removable backs.
jt3 said:
Remember, most people with this phone have entered into a 2-year contract. Simply recalling the phone wouldn't work. They'd either have to replace it with an equivalent model or waive the ETF. The problem with the former is that they've advertised the heck out of its water resistance, selling it as "everything proof." If they were to, say, replace it with a standard S4, the consumer would have a very real argument that it's not an equivalent model, which would be ANOTHER basis for a class action.
Also, remember, recalls are done by a manufacturer. AT&T isn't going to recall a Samsung device. Samsung would have to do that. A recall would only really work if Samsung offered another phone (like an S4), AND made a deal with AT&T, compensating them to waive the ETF if the consumer didn't want that phone. This may happen, but before it does, the remaining stock would be pulled from the shelves, and the phone would be EOL.
Again, I think that marketing this phone as waterproof, but not standing behind that marketing, is eventually going to lead to a class action. A class action, or the threat of one, will result in an early death for this device. I agree with what was said before though... I don't think we'll be seeing many more phones claiming water resistance. Those that do, will be sealed, and certainly won't have removable backs.
Click to expand...
Click to collapse
Yeah... saying a phone is "everything proof" and water proof is pretty stupid.. Honestly I think AT&T and Samsung could fix this in my mind just by warranty replacing water damaged S4 Actives. If they replace them in the event of water damage then we all will be happy. It doesn't happen to every unit, most users are fine in the water, but still a high percentage.
I for one love my active and the water proof was just a bonus, but I wouldn't mind them giving me my upgrade back
joshuadjohnson22 said:
Yeah... saying a phone is "everything proof" and water proof is pretty stupid.. Honestly I think AT&T and Samsung could fix this in my mind just by warranty replacing water damaged S4 Actives. If they replace them in the event of water damage then we all will be happy. It doesn't happen to every unit, most users are fine in the water, but still a high percentage.
I for one love my active and the water proof was just a bonus, but I wouldn't mind them giving me my upgrade back
Click to expand...
Click to collapse
"water-resistant.” As Samsung points out in the device’s manual, the S4 Active is rated IP67, which means that it’s resistant to water only up to depths of a little over three feet , its not water proof .
My very late, in rush butt started running without realizing that my phone fell out. I got the phone back from a stranger after multiple attempts to unlock my phone and keep it. Anyways, my friends and I, we came to conclusion that my phone was ran over by a car, face down on the asphalt. Tech21 screen protector on it has multiple holes and dents from the surface of the asphalt. Luckily enough, everything is fine but the screen, of course. It cracked every where. Every tallest bumps of the road left a crack on the screen. I can barely read but actual screen is FINE. THANK GOD!!
SOOO end of story. I ordered repair kit on eBay but I was wondering if anyone went through changing the glass on Note 4 yet? am i the first one?? T.T
Edit: it's my first time replacing the glass but I've dealt with similar stuff before. If anyone would like a video of it, I could try to record it. If I crack my screen, people could cry with me or laugh at me.
kndchaos said:
My very late, in rush butt started running without realizing that my phone fell out. I got the phone back from a stranger after multiple attempts to unlock my phone and keep it. Anyways, my friends and I, we came to conclusion that my phone was ran over by a car, face down on the asphalt. Tech21 screen protector on it has multiple holes and dents from the surface of the asphalt. Luckily enough, everything is fine but the screen, of course. It cracked every where. Every tallest bumps of the road left a crack on the screen. I can barely read but actual screen is FINE. THANK GOD!!
SOOO end of story. I ordered repair kit on eBay but I was wondering if anyone went through changing the glass on Note 4 yet? am i the first one?? T.T
Edit: it's my first time replacing the glass but I've dealt with similar stuff before. If anyone would like a video of it, I could try to record it. If I crack my screen, people could cry with me or laugh at me.
Click to expand...
Click to collapse
Record it please. I know someone will need to know in the future
Sent from my SM-N910T using XDA Free mobile app
Here's a video:
Hope this helps.
If a car ran you phone over I am very sure you have internal damage. Good luck
BAD ASS NOTE 4
Dropped my phone while riding my motorcycle. Glass cracked but the lcd and digitizer works fine. I ordered new glass online and called all the cell phone repair shops in my city. 1 person said that they have done it before so will be taking my phone this weekend to see if it can be fixed.
kndchaos said:
My very late, in rush butt started running without realizing that my phone fell out. I got the phone back from a stranger after multiple attempts to unlock my phone and keep it. Anyways, my friends and I, we came to conclusion that my phone was ran over by a car, face down on the asphalt. Tech21 screen protector on it has multiple holes and dents from the surface of the asphalt. Luckily enough, everything is fine but the screen, of course. It cracked every where. Every tallest bumps of the road left a crack on the screen. I can barely read but actual screen is FINE. THANK GOD!!
SOOO end of story. I ordered repair kit on eBay but I was wondering if anyone went through changing the glass on Note 4 yet? am i the first one?? T.T
Edit: it's my first time replacing the glass but I've dealt with similar stuff before. If anyone would like a video of it, I could try to record it. If I crack my screen, people could cry with me or laugh at me.
Click to expand...
Click to collapse
parags1982 said:
Dropped my phone while riding my motorcycle. Glass cracked but the lcd and digitizer works fine. I ordered new glass online and called all the cell phone repair shops in my city. 1 person said that they have done it before so will be taking my phone this weekend to see if it can be fixed.
Click to expand...
Click to collapse
It would work better if you had the machine to separate the glass from the screen. I will say if the screen is badly cracked up you might have a really low success rate.
why not just buy a whole screen? they are under $200 the last time i checked on ebay. less risk and less headache.
you can even try just the glass after you replace the screen just to do it and if it works you have a back up, if not no loss.
i have a machine and hardly use it cuz how bad people break their screens today, whole screen is the safe bet.
i don't know if its the same in your area but most places charge $100-150 to replace the glass and most places don't reapply new adhesive to the digitizer and glass . so the glass is being held onto the phone by the frame only.
BACARDILIMON said:
If a car ran you phone over I am very sure you have internal damage. Good luck
BAD ASS NOTE 4
Click to expand...
Click to collapse
Like your signature says, it's a badass Note 4. I've been handling android phones since MotoDroid and I can guarantee you that there's no internal damage to Note 4. Im still a flashaholic and my phones battery life and performance hasn't been effected at all. Yay me
kndchaos said:
Like your signature says, it's a badass Note 4. I've been handling android phones since MotoDroid and I can guarantee you that there's no internal damage to Note 4. Im still a flashaholic and my phones battery life and performance hasn't been effected at all. Yay me
Click to expand...
Click to collapse
I agree completely. I dropped the phone on the road while riding and except the top right corner crack on screen there is no damage. Somewhat surprising because i must be atleast 30 mph and the force with which it fell, should have broken into pieces. Not even the back cover came off the phone.
I just finished after 5 hours of job. I'll post pictures when i can with my friends phone. I got b
kndchaos said:
I just finished after 5 hours of job. I'll post pictures when i can with my friends phone. I got b
Click to expand...
Click to collapse
no update?
My screen cracked while snowboarding and Repairs Universe offers a new glass/digitizer assembly for $189. I contacted Samsung and they offered to repair it for $197.77, so for an additional $8 someone will do it for you. The only downside is you'll be without a phone for about 1.5-2 weeks.
I was worried about the stuff from Repairs Universe being genuine Samsung parts (wanna make sure I get a real 1440p screen and not Chinese knock off crap that's only 720p), so I contacted them. They assured me that it is a genuine Samsung screen, but they could have been lying to me just to get a sale. For that extra $8 I'll get genuine Samsung parts and it'll be getting done properly by someone that know what they're doing.
So for anyone that needs a new screen those are two options for you.
Face_Plant said:
My screen cracked while snowboarding and Repairs Universe offers a new glass/digitizer assembly for $189. I contacted Samsung and they offered to repair it for $197.77, so for an additional $8 someone will do it for you. The only downside is you'll be without a phone for about 1.5-2 weeks.
I was worried about the stuff from Repairs Universe being genuine Samsung parts (wanna make sure I get a real 1440p screen and not Chinese knock off crap that's only 720p), so I contacted them. They assured me that it is a genuine Samsung screen, but they could have been lying to me just to get a sale. For that extra $8 I'll get genuine Samsung parts and it'll be getting done properly by someone that know what they're doing.
So for anyone that needs a new screen those are two options for you.
Click to expand...
Click to collapse
That's good to know, thanks for sharing. Yes, I agree, I'd go directly to Samsung as well, considering price is roughly the same.
Any chance you can share the phone/email of the department at Samsung you contacted? Would be good to have that handy.
xxaarraa said:
That's good to know, thanks for sharing. Yes, I agree, I'd go directly to Samsung as well, considering price is roughly the same.
Any chance you can share the phone/email of the department at Samsung you contacted? Would be good to have that handy.
Click to expand...
Click to collapse
I went to their website on my phone, clicked on contact us, and did a live chat with one of their customer service people. It'll ask you to choose which product you're contacting them about (phones, TVs, appliances, etc) then what kind of phone. They'll ask for your IMEI number and all that jazz. I found them to be quite polite and helpful.
The only down side is you'll be without a phone for about 2 weeks, so make sure you have a backup phone to use or prepare yourself for terriblewithdrawal from not having your Note...
Guys the people you want to contact isn't Samsung. It's their only authorized repair service in the United States. The name is RSI found in both Plano and Hurst, Texas. Here's their website: www.repairsvc.com
Dealing with them directly should reduce your wait time.
holycow1 said:
Guys the people you want to contact isn't Samsung. It's their only authorized repair service in the United States. The name is RSI found in both Plano and Hurst, Texas. Here's their website: www.repairsvc.com
Dealing with them directly should reduce your wait time.
Click to expand...
Click to collapse
FYI I just called these guys and they only replace the whole screen component for a flat $193 and it takes 5-7d.
richlin71 said:
FYI I just called these guys and they only replace the whole screen component for a flat $193 and it takes 5-7d.
Click to expand...
Click to collapse
Might as well go through samsung if its that much
btort1 said:
Might as well go through samsung if its that much
Click to expand...
Click to collapse
$175 deductible through tmo/assurance. Overnighted brand new phone BNIP, done.
richlin71 said:
FYI I just called these guys and they only replace the whole screen component for a flat $193 and it takes 5-7d.
Click to expand...
Click to collapse
Yes, that's the price they charge. I was letting everyone know that these are the guys that Samsung uses. They use genuine OEM parts and are the only repair center in the United States authorized to do Samsung repairs. If you look earlier in the thread, someone said that Samsung charges $197.77 with a 1.5-2 week turn around. As you just said yourself, this method would be $5 cheaper and 2x faster than going through Samsung to get the same place to repair your phone. Just was putting it out there if someone wanted 100% assurance that they were getting genuine OEM parts but didn't want to wait 1.5-2 weeks that Samsung quoted them.
ummduh said:
$175 deductible through tmo/assurance. Overnighted brand new phone BNIP, done.
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Click to collapse
Yup same reason I haven't cancelled the tmo 'jump' subscription. You do have to factor in the $10 per month subscription price though, so if you break your phone in 10 months, it's $275.
T-Mobile insurance to replace phone is $175 I just filed a claim on Saturday and got a new phone not refurbished today. The only problem is I had a Note 4 in White but they sent Gray since White was not in stock. I called T-Mobile and complained and got a $30 credit applied to my account so I really just paid $145
So apparently my S6 Edge's screen cracked, edge to edge, precisely, diagonally UNDERNEATH THE GLASS..
This blows as basically Samsung won't do anything about it, ATT won't do anything about it. I won't be able to trade it in for ATT Next, and basically screwed the 914 dollars for this phone.
Sure the phone still works, there are no issues, but the crack is horrible to the eyes.
I can tell you as a first time Galaxy buyer, I already bought a LG G4, and plan on doing an insurance claim which will cost me 200 dollars and try and sell it or something, then I will never think about buying a Samsung device again. Poor quality control.
I am just saying, very disappointed with Samsung on this..
Did you get insurance?
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kejar31 said:
Did you get insurance?
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Yes, it just costs 200 dollars to use. I remember when insurance was only like 50 bucks.
I got an LG G4, Samsung agreed to replace the screen, so once I get that done I'm just going to sell the phone.
Sent from my LG-H810 using Tapatalk
y2kbadbug said:
Yes, it just costs 200 dollars to use. I remember when insurance was only like 50 bucks.
I got an LG G4, Samsung agreed to replace the screen, so once I get that done I'm just going to sell the phone.
Sent from my LG-H810 using Tapatalk
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I thought if you didn't use insurance in 6 mk month's or a year it drops down to 100.. Might be in your best interest to call and double check
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http://www.att.com/shop/wireless/services/mobileinsurance-sku1040075.html
Notice this piece... "Enrolled customers that are claim-free for 6 consecutive months or more can save 25% to 50% off the standard deductible"
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Mine did the same, att didnt do anything for me and samsung wouldnt either. I just gave up on it and ate it... Cracked screen after 2 weeks and no drops lol
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MrPlNK said:
Mine did the same, att didnt do anything for me and samsung wouldnt either. I just gave up on it and ate it... Cracked screen after 2 weeks and no drops lol
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I have a hard time understanding how this is possible. I've dropped my phone several times and never cracked the screen. Stop putting your phone's in skinny jeans lol
Sent from my SM-G925V using Xparent Green Tapatalk 2
Man idk. Im sure youve seen me around, im a phone whore and buy pretty much every highend android phone that drops and somehow this s6 cracks in my pocket. Blew my mind.. Whatever ill be off to something new soon
Sent from my SAMSUNG-SM-G925A using Tapatalk
My phone was not in my pocket.
It was gently resting on a solid surface. I picked it up, used it, was fine, set it down, picked it up again, cracked screen. The screen looks more like a tension crack than anything.
Samsung said they might be willing to cover it under warranty since there is NO impact marks at all. So I shipped them my phone and I am waiting. If they don't fix it, I'll insurance claim it. Either way after all is said and done I will basically sell the phone as I bought the G4 and its so much better.
I'm a union laborer and keep my phone in my pocket at all times with just the slim grinke case and every once in a while I lean on it hard or something hits it I get worried look at it and it's always good
So Samsung just told me that YES the crack is only on the inside of the screen, that the screen itself does not appear to be damaged. However, they will not cover it under warranty.
I shall vow to never purchase a Samsung product ever again. This phone has been a nightmare when it comes to quality control.
Original cost was 235. With enough complaining I got it down to 108.
My S6 glass did get a thin crack from the right side of the home button to the edge of the screen after one day of use. Did not drop it, or any abusive treatment, the day I used it.(Kept in my jacket pocket when it was not in use)
Returned it to be checked and hopefully repaired, but no such luck. Got it back unrepaired and had to pay the cost for the check. (Explanation from the workshop was that the glass on the S6 does not break, and this was their first case, so no warranty repair)
Will check with Samsung directly, but based on the other posts in this tread i'm not to optimistic.
Has anyone got a cracked glass repaired on warranty?
Just a comment to those with this phone that *haven't* had this issue, you have to remember that engineering and QC are essentially a numbers game. Areas that might have problems aren't going to go bad 100% of the time, even under duress.
If anyone remembers the days of bad pixels, they didn't happen to every screen. And the manufacturers were basically balance the cost of the technology, QC, and warranty claims. It didn't serve anyone for people to say, "But *I* don't have bad pixels," when others users are reporting that they are not only having bad pixels cropping up with new devices *and* the manufacturer told them to pound sand.
The edge screens are a new innovation and are going to have some sort of failure rate. Samsung can't produce hundreds of thousands of devices and not have at least one failure that had nothing to do with the end user.
This probably didn't pop up frequently enough (or at all) during testing and QC didn't have adequate means to identify devices that might experience this failure (perhaps due to the way the screen or display is mounted to the phone chassis) and, now that there are enough numbers in the wild, people are experiencing a problem that is clearly the fault of the manufacturer.
Samsung then compounds the issue by saying they won't fix or replace it under warranty.
That's pretty shameful. I say this as someone with a lot of Samsung devices.
Also, remember that Samsung has a pretty long history of defects that they wouldn't deal with under warranty. The original Galaxy S had GPS problems that essentially rendered that feature unusable on a large number of devices and Samsung did nothing and offered no warranty service despite it clearly being manufacturer defect.
Let's focus on the problem rather than tell people that are reporting it to stop wearing skinny jeans.
This same thing happened to me, I have a hairline crack going from the top left of the phone all the way down to about 1 inch from the bottom left, from the edge to just past the edge in a curve.
I never dropped the phone, and it's in a case... no marks on the case nor on the phone that would indicate it had a fall and I know I didn't drop it. And I don't wear skinny jeans either.
I am thinking there must be a design flaw on these curved screens (I notice the phone does get very hot when charging, and am thinking if there was a fault in the glass the heat from charging could have caused it to crack?) - anyone hear anything more on it, is it any more rampant than what has been discussed here, any signs of Samsung admitting there may be a flaw in the design and that they would cover it under warranty?
I've only had the phone just about 1 month :\
I had the exact same thing happen to me. It was only about a month after I bought it. Mine was just sitting on the table (face up) and I actually heard it crack. Made a "tink" sound. Never dropped it before and I'm very careful with my phone.
I do have insurance, but I'm not spending any more money on this POS ..
Sent from my SAMSUNG-SM-G925A using Tapatalk
Hey!
Got a Note 9 last week and day after receiving it i noticed when holding the note 9 and pressing on screen in certain areas (near sides/corners/centre) it would make a popping noise, sounds like adhesive behind the screen not adhering properly or something like that. I got Samsung to replace with a brand new one and same thing with this one, it happens whether phone is on or off, it's definitely not rite as you can hear it very clearly, feels like some flex going on in screen when it happens as i can feel the screen kind of dip slightly when it makes the noise, but ok when it does not make the noise.
Curious to see if anyone else have had the same issue? gutted as loved it for the short while i had it but sending second one back now for refund as worried something will happen with screen further down the road and Samsung may not cover it. I know of at least 3 others who had this issue when buying same time as me.
Cheers.
Do you have a tempered glass installed?
Sent from my ONEPLUS A6003 using Tapatalk
daniel4653 said:
Do you have a tempered glass installed?
Sent from my ONEPLUS A6003 using Tapatalk
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sorry should have said, no tempered glass or any screen protector applied.
have no problem with that.
only have that popping sound when using tempered glass before. changed to plastic screen protector and no sound anymore
ah ok thanks for replying, must have just been very unlucky. Cheers.
MatTechGuy said:
Hey!
Got a Note 9 last week and day after receiving it i noticed when holding the note 9 and pressing on screen in certain areas (near sides/corners/centre) it would make a popping noise, sounds like adhesive behind the screen not adhering properly or something like that. I got Samsung to replace with a brand new one and same thing with this one, it happens whether phone is on or off, it's definitely not rite as you can hear it very clearly, feels like some flex going on in screen when it happens as i can feel the screen kind of dip slightly when it makes the noise, but ok when it does not make the noise.
Curious to see if anyone else have had the same issue? gutted as loved it for the short while i had it but sending second one back now for refund as worried something will happen with screen further down the road and Samsung may not cover it. I know of at least 3 others who had this issue when buying same time as me.
Cheers.
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Hey thanks for sharing that. This is the first link I got searching for this, I have it happen to mine note 9 too. It's such a bummer since I had it for only three days and will have to setup a new one from scratch if they have to replace it.
are you sure the s-pen isnt vibrating when you tap it on that side? remove the s-pen and tap it. i bet it goes away
Wow. No issues like that. I've had three Note 9s and all three have been perfect. I'd definitely return for a replacement. Weak or loose glue could seriously affect the water resistance, since it depends on a water tight seal between the screen and the frame. I'd never recommend using your phone in water anyway, but I at least like the assurance that if my phone takes an accidental dip. There's a good chance it will survive.
MeggaMortY said:
Hey thanks for sharing that. This is the first link I got searching for this, I have it happen to mine note 9 too. It's such a bummer since I had it for only three days and will have to setup a new one from scratch if they have to replace it.
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Yep real shame, my replacement was the same to, it's on way back, getting a refund, not worth risking something going wrong with the screen later down the road, i mean manufacturers do anything to not accept responsibility specially when it comes to screens. First one started on second day, it was great for the first day, replacement was doing it from the moment i took it out of packaging and holding it, it was worse than the first one.
t3project said:
are you sure the s-pen isnt vibrating when you tap it on that side? remove the s-pen and tap it. i bet it goes away
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It happened to me when turned off with no s-pen in, no screen protector, no case.
Mr. Orange 645 said:
Wow. No issues like that. I've had three Note 9s and all three have been perfect. I'd definitely return for a replacement. Weak or loose glue could seriously affect the water resistance, since it depends on a water tight seal between the screen and the frame. I'd never recommend using your phone in water anyway, but I at least like the assurance that if my phone takes an accidental dip. There's a good chance it will survive.
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agreed.
After studying the noise a bit more, it is definitely an issue with the glue. It will not happen all the time I press the screen, but it happens more often when the phone is a bit warm to the touch (e.g. charging the battery). Also, it appears to be along the side where the battery resides - I wouldn't worry about the battery itself, it just makes sense that the glue will get loose where it heats up more often (in my case, I don't stress the phone all that often for the other side where the SoC is to play a role). Anyways I'll be returning it tomorrow once the shops here in Berlin open 'cause now it's christmas break.
One extra thing that might be interesting, the back-side also has some sort of a glass-separation issue, at least it looks like that. Notice the circular smudge around and right of the DUOS label - I tried cleaning it but it comes back, I think the glass is separated at that point too, but just a tiny bit. I've had the phone for four days and haven't dropped/hit/scratched it AFAIK.
https://photos.app.goo.gl/aeUcpLDau2Ypz6Go9
---------- Post added at 11:44 AM ---------- Previous post was at 11:38 AM ----------
MatTechGuy said:
Yep real shame, my replacement was the same to, it's on way back, getting a refund, not worth risking something going wrong with the screen later down the road, i mean manufacturers do anything to not accept responsibility specially when it comes to screens. First one started on second day, it was great for the first day, replacement was doing it from the moment i took it out of packaging and holding it, it was worse than the first one.
It happened to me when turned off with no s-pen in, no screen protector, no case.
agreed.
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I'm hoping to get a better one after a refund, mind sharing if you happen to live in Germany as well? I'm wondering if it's a bad batch or something.
MeggaMortY said:
After studying the noise a bit more, it is definitely an issue with the glue. It will not happen all the time I press the screen, but it happens more often when the phone is a bit warm to the touch (e.g. charging the battery). Also, it appears to be along the side where the battery resides - I wouldn't worry about the battery itself, it just makes sense that the glue will get loose where it heats up more often (in my case, I don't stress the phone all that often for the other side where the SoC is to play a role). Anyways I'll be returning it tomorrow once the shops here in Berlin open 'cause now it's christmas break.
One extra thing that might be interesting, the back-side also has some sort of a glass-separation issue, at least it looks like that. Notice the circular smudge around and right of the DUOS label - I tried cleaning it but it comes back, I think the glass is separated at that point too, but just a tiny bit. I've had the phone for four days and haven't dropped/hit/scratched it AFAIK.
https://photos.app.goo.gl/aeUcpLDau2Ypz6Go9
I'm hoping to get a better one after a refund, mind sharing if you happen to live in Germany as well? I'm wondering if it's a bad batch or something.
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i agree with you, seems to be adhesive/glue issue, it did not happen all the time for me either but as you mention it, i noticed it more after recharging (when phone gets warm) so think you nailed the issue on the head to be honest.
I noticed it around the sides (edges) and the centre of screen, second one was even worse much more noticeable and was happening straight away after taking it out of box.
Something i noticed but never mentioned as wasn't sure but second one was the same, maybe it's normal but don't think it is, on the curved corners of the screen it appeared to me the screen looked slightly lifted not flush with the frame but only on corners.
I live in the UK btw. I was thinking a bad batch but seeing Samsung had a good deal on with cashback and discount i imagine they sold allot between the time i arranged to send mine back to getting the replacement which was a week so i imagine they would have been separate batches although i could be wrong.
MatTechGuy said:
i agree with you, seems to be adhesive/glue issue, it did not happen all the time for me either but as you mention it, i noticed it more after recharging (when phone gets warm) so think you nailed the issue on the head to be honest.
I noticed it around the sides (edges) and the centre of screen, second one was even worse much more noticeable and was happening straight away after taking it out of box.
Something i noticed but never mentioned as wasn't sure but second one was the same, maybe it's normal but don't think it is, on the curved corners of the screen it appeared to me the screen looked slightly lifted not flush with the frame but only on corners.
I live in the UK btw. I was thinking a bad batch but seeing Samsung had a good deal on with cashback and discount i imagine they sold allot between the time i arranged to send mine back to getting the replacement which was a week so i imagine they would have been separate batches although i could be wrong.
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Cool, thanks for the info. It's too dark in the winter days so it's hard to say if the glass is a bit off on the corners, but nevertheless, I will write back when I (hopefully) get a replacement one.
One last thing - you did speak directly with Samsung support? Did you buy it from their store or you just didn't want to bother with the store you bought it from?
MeggaMortY said:
Cool, thanks for the info. It's too dark in the winter days so it's hard to say if the glass is a bit off on the corners, but nevertheless, I will write back when I (hopefully) get a replacement one.
One last thing - you did speak directly with Samsung support? Did you buy it from their store or you just didn't want to bother with the store you bought it from?
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I bought it directly from the Samsung online uk store. There was a discount direct from Samsung for students/people who work in certain industries so it could be bought for £699 (£200 off), but also they were offering £150 cashback bringing total down to £549, plus cashback by going via a cashback website meant i would have had it for around £504, also they were doing trade in so people could get even more off up to another £150.00 bring cost down to £399, then people got the samsung game deal thingy, don't play games myself but people can get a Fornite theme by downloading Fornite playing 3 games then you get the free theme, kids going bonkers for the theme, people selling the theme upto £100. So people could have the phone at a bargain price.
So I got a replacement, and just as you said, the display had the same popping sound out of the box. It happens like once a day, but since there is really no substitute for this device right now (stylus + good DAC, besides all the other great features), I'll keep using it and if it gets worse contact Samsung down the line for warranty/replacement. Decided to leave this as information if some other person happens to have the same problem in the future.
MeggaMortY said:
So I got a replacement, and just as you said, the display had the same popping sound out of the box. It happens like once a day, but since there is really no substitute for this device right now (stylus + good DAC, besides all the other great features), I'll keep using it and if it gets worse contact Samsung down the line for warranty/replacement. Decided to leave this as information if some other person happens to have the same problem in the future.
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feel for you, such a shame and disappointing to happen a second time, it's a great phone, i did not want to risk it so sent second one back too. Fingers crossed you won't have any issues. Mine was happening regularly so like you say just keep an eye on it.
I don't have that issue even with the tampered glass on my phone.
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i actually noticed it a few times.. like last night it was doimg it. sort of right above where the keyboard is in portrait mode..
it seems to happen when its really cold outside for me.. its not enough for me to have it replaced thankfuly
I can replicate this when I clean my screen with a microfibre cloth. It happens on pretty much all of the screen. I believe I can also see some light streaks in the screen when this happens. The popping sound happens regardless of the temperature of the phone. Will have to inspect it more to see if I can spot any other issues with the screen. I got mine in the UK just over a week ago. Apart from that I think the phone has been great so far. Not sure whether to replace it.
glad i sent mine back now to be honest, personally i would send back, as you say everything else is great apart from the screen popping sound. The worry for me is the screen might cause issues further down the road, screens are the biggest issue with mobile phones and manufacturers are quick to blame user and deny warranty.
elliwigy said:
i actually noticed it a few times.. like last night it was doimg it. sort of right above where the keyboard is in portrait mode..
it seems to happen when its really cold outside for me.. its not enough for me to have it replaced thankfuly
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My Unlocked US Note 9 does it too. Mine mainly does it on the right side near the middle. It's not enough for me to warrant sending it back; it still works fine and I don't see any screen issues when pressing on the screen. Also I bought mine used so I'm guessing the screen was replaced. If it gets worse, I guess I'll fix it then.