January 26 I got my second note 4 purchased online from the Italian store neophoniastore. Like every time I make a video unboxing of my new phone, this time after finishing the video, I realize that the phone is scratched into the frame in a small spot on the lower left, and only them. The box was sealed and the phone came out already scratched (I can see the scratch in the video) , the seller says it is my fault and I must repair the phone with my money, I tried to contact the Samsung via Twitter, Facebook and email, but after three days I have not received any response. Is this the way to treat those who spend € 600 for a phone? Am I the only one with this problem?
this is the video
https://www.youtube.com/watch?v=zUzFrJ0jXI8
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are you serious ? lol.
its a phone. get over it. youre going to put a case on it anyway.
I'll have to agree. By the way, every single Note 4 is scratched somewhere (even before the seal on the box is broken). Samsung is using cheap metal this time to make up for profit loss. This is what happens when a company like Samsung tries to meet demands of the customer. We all wanted a metal frame, and this is what we got. We can't have everything, otherwise, these billion-dollar corporations can't sustain and survive in a ever-growing market.
zurkx said:
are you serious ? lol.
its a phone. get over it. youre going to put a case on it anyway.
Click to expand...
Click to collapse
shinral said:
January 26 I got my second note 4 purchased online from the Italian store neophoniastore. Like every time I make a video unboxing of my new phone, this time after finishing the video, I realize that the phone is scratched into the frame in a small spot on the lower left, and only them. The box was sealed and the phone came out already scratched (I can see the scratch in the video) , the seller says it is my fault and I must repair the phone with my money, I tried to contact the Samsung via Twitter, Facebook and email, but after three days I have not received any response. Is this the way to treat those who spend € 600 for a phone? Am I the only one with this problem?
View attachment 3140506
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Click to expand...
Click to collapse
If you made the unboxing video, why not post a link here? Does the video show this defect? If this is a defect then by law in your country and the Samsung Warranty you should be able to return the product back to the seller for refund.
Redefined301 said:
If you made the unboxing video, why not post a link here? Does the video show this defect? If this is a defect then by law in your country and the Samsung Warranty you should be able to return the product back to the seller for refund.
Click to expand...
Click to collapse
Yes the video show the scratch, but it is over 2gb and shows my name and address, I'm going to edit it before posting. I already contacted the seller, and ask him the replacement or 100€ refund, but by phone he says me to contact Samsung, because he isn't going to refund me anything. Anyway I Like this phone and I want to keep it, the scratch is so little, but I'm really disappointed because I spent 600€ for a damaged phone and no one in Samsung is responding my questions or offering support, only silence.
arjun90 said:
I'll have to agree. By the way, every single Note 4 is scratched somewhere (even before the seal on the box is broken). Samsung is using cheap metal this time to make up for profit loss. This is what happens when a company like Samsung tries to meet demands of the customer. We all wanted a metal frame, and this is what we got. We can't have everything, otherwise, these billion-dollar corporations can't sustain and survive in a ever-growing market.
Click to expand...
Click to collapse
My Note 4 is perfect, no scratch or other defect. Probably you did it and dont see how!
Very small scratches you may have to accept to some extent but still, as you say for such an expensive phone you shouldn't accept a bigger one. Looks like the one in the picture is quite noticeable. I would also be disappointed and even if you don't get a refund you should receive an answer at least.
Not everyone uses case anyway.
Mine was surprisingly scratch-free, as it should be even if it becomes very easily scratched.
Did you buy it abroad?
Some sellers open it to insert sim-card locally once I've seen to avoid lock. They might scratch it.
Some less serious sellers also use returns / refurbished phones that was previously opened.
Sent from my SM-N910U using Tapatalk
This has been mentioned many times on the forums already. One can see only as far as his or her eyes can see. I have personally gone through 12 different Note 4's each having some microscratch somewhere, and yes, that would include the home button. The only microscratch I see is a faint one on the metal chamfered edge as a result of the way the device was packaged by Samsung. These devices come all the way from Vietnam and are handled by the carriers in the states, extremely sure the scratches are to the normal extent as possible.
Scratches which are not normal are those handled by the innocent that want to protect their investment by installing cases on their phones. That's an isolated incident, and the OP on this thread "may" have tried using a case which chipped the frame.
burnin said:
My Note 4 is perfect, no scratch or other defect. Probably you did it and dont see how!
Click to expand...
Click to collapse
Samsung told me that since it is an accidental damage they do not have responsibility, then they told me to do a quote for the repair at my expense. this is the phone of another boy, also his arrived scratched.
the box was closed with seals intact, no brand, so never used by carrier.
arjun90 said:
This has been mentioned many times on the forums already. One can see only as far as his or her eyes can see. I have personally gone through 12 different Note 4's each having some microscratch somewhere, and yes, that would include the home button. The only microscratch I see is a faint one on the metal chamfered edge as a result of the way the device was packaged by Samsung. These devices come all the way from Vietnam and are handled by the carriers in the states, extremely sure the scratches are to the normal extent as possible.
Scratches which are not normal are those handled by the innocent that want to protect their investment by installing cases on their phones. That's an isolated incident, and the OP on this thread "may" have tried using a case which chipped the frame.
Click to expand...
Click to collapse
Can I ask why you went through 12 devices?
here the reply from samsung support:
Welcome to Samsung Customer Service
As for the assistance of the display of your Note 4, I wish to inform you that the repair, as is
stated in the warranty card inside the box of the product, do not cover accidental damage.
In order to request the repair of its smartphone, the invitation kindly refer to our
City Point.
kind regards
Luca
SAMSUNG customer Exclusive
That's absurd, sorry to hear that. If your experience was true, do the right thing, and give Samsung the video of "you actually unboxing the video and experiencing this from the start."
shinral said:
here the reply from samsung support:
Welcome to Samsung Customer Service
As for the assistance of the display of your Note 4, I wish to inform you that the repair, as is
stated in the warranty card inside the box of the product, do not cover accidental damage.
In order to request the repair of its smartphone, the invitation kindly refer to our
City Point.
kind regards
Luca
SAMSUNG customer Exclusive
Click to expand...
Click to collapse
Might as well SHOW YOUR PROOF OF EVIDENCE, OTHERWISE many on the forums, including myself, will consider this thread a waste of time to attend to.
shinral said:
Samsung told me that since it is an accidental damage they do not have responsibility, then they told me to do a quote for the repair at my expense. this is the phone of another boy, also his arrived scratched.
the box was closed with seals intact, no brand, so never used by carrier.
Click to expand...
Click to collapse
It's what happens when you know too much. :silly::good:
AMOLED technology at its finest in addition to a few other quirks and "usual" quality control issues Samsung has to offer on their premium flagship devices. Finally acknowledged it was a Samsung attribute all along.
jonahtriangle said:
Can I ask why you went through 12 devices?
Click to expand...
Click to collapse
arjun90 said:
Might as well SHOW YOUR PROOF OF EVIDENCE, OTHERWISE many on the forums, including myself, will consider this thread a waste of time to attend to.
.
Click to expand...
Click to collapse
This afternoon after 9 tweet, samsung exclusive sent me a tweet and I show them the video, now I'm waiting for a response.
this is a screenshot of the unboxing video, I can't show the full video, because it shows my name,address, and imei when I cut the security seals
shinral said:
This afternoon after 9 tweet, samsung exclusive sent me a tweet and I show them the video, now I'm waiting for a response.
this is a screenshot of the unboxing video, I can't show the full video, because it shows my name,address, and imei when I cut the security seals
Click to expand...
Click to collapse
It's unacceptable to accept that it's normal to receive a brand new €600 phone with some scratch. Some people won't mind but it's totally unacceptable to sell a €600 phone with that kind of faults. Samsung should do something about it.
If you really have a video where you show the unboxing and the scratch so they can see that it's not accident but a manufacturing defects then promote it in twitter specially. Some companies react when yu mention them in twitter because they don't want some big blog site to give coverage to the story and show how bad their customer service is.
But if your video doesn't show the unboxing and the scratch then you won't be able to do much as they could say that you had an accident after doing the video
Good Job with the video, that should wake Samsung Executives up. Now, show us a screenshot of Samsung's response on Twitter and continue to keep us informed. Not just you that had to go through this. :good:
shinral said:
This afternoon after 9 tweet, samsung exclusive sent me a tweet and I show them the video, now I'm waiting for a response.
this is a screenshot of the unboxing video, I can't show the full video, because it shows my name,address, and imei when I cut the security seals
Click to expand...
Click to collapse
arjun90 said:
I'll have to agree. By the way, every single Note 4 is scratched somewhere (even before the seal on the box is broken). Samsung is using cheap metal this time to make up for profit loss. This is what happens when a company like Samsung tries to meet demands of the customer. We all wanted a metal frame, and this is what we got. We can't have everything, otherwise, these billion-dollar corporations can't sustain and survive in a ever-growing market.
Click to expand...
Click to collapse
Unless you've actually SEEN AND CAREFULLY INSPECTED every single damn Note 4 out there (that would take you years, by the way -- they've shipped millions), you're pulling your conclusion out of thin air or from that part of your body where the sun doesn't shine.
The 12 you've 'inspected' doesn't count -- especially compared to the millions of devices out there. Quit trolling.
Mine didn't have any scratches out of the box. I'm probably more concerned about this sort of thing than the average XDA user and I would never take something from a shop that had a visible defect.
If your device came scratched just return it. Don't have time to do it? Didn't do it when you could have? Tough luck.
Nah, not trolling, Samsung already acknowledged this. Search the forums, virtually everybody's impressions and feedback are consistent. Many have tried to circumvent this by installing plastic film, etc., and solutions have worked to an extent. There is a link that navigates you to SamsungTomorrow's Blog showing how Samsung did their best in terms of handling devices during the assembly and packaging process; the logistics is also a major factor. Many have tried to avoid scratches, but have failed; I've been through AT&T, T-Mobile, and Verizon, and the International Note 4, they all have it somewhere, and it ultimately depends how you look at it and how you define it. Take it easy and move on. End of story. The next big thing is almost here.
jpbl1976 said:
Unless you've actually SEEN AND CAREFULLY INSPECTED every single damn Note 4 out there (that would take you years, by the way -- they've shipped millions), you're pulling your conclusion out of thin air or from that part of your body where the sun doesn't shine.
The 12 you've 'inspected' doesn't count -- especially compared to the millions of devices out there. Quit trolling.
Mine didn't have any scratches out of the box. I'm probably more concerned about this sort of thing than the average XDA user and I would never take something from a shop that had a visible defect.
If your device came scratched just return it. Don't have time to do it? Didn't do it when you could have? Tough luck.
Click to expand...
Click to collapse
I had scratches out of box aswell, but I didn't mind alot.
And guy up is right, almost every device is factory scratched lol.
I wouldn't Lol. Otherwise, Samsung may fuel this even further. If they want to compete with companies like Apple, Samsung needs to change their manufacturing and QC process ASAP. Read the authentic reviews on the Note 4, and even after a couple of pulls out of a jean pocket, users had undesirable scratches to their chamfered edges.
I respect those that deny seeing any scratches as they have their own observations and claims as well.
I do have to say that Samsung could have done a lot better with this aspect. These issues started surfacing from the Note 2, onwards. The Galaxy S2, Galaxy S, and Galaxy Note N7000 never posed these minor issues.
CollectorZ said:
I had scratches out of box aswell, but I didn't mind alot.
And guy up is right, almost every device is factory scratched lol.
Click to expand...
Click to collapse
This is ridiculous you shouldnt expect any sort of damage minor or major on a brand new device. You have evey right to demand refund.
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http://www.sammobile.com/2014/09/29/samsung-galaxy-note-4-build-issues-reported-by-south-korean-buyers/
http://www.gforgames.com/gadgets/samsung-galaxy-note-4s-manufacturing-issues-45271/
No. Not this again! I hate it! Since Galaxy S3, every Galaxy flagship had this "problem".
Hoping this isn't a widespread issue..
Just saw this on phone arena.. I really hope this isnt an issue.. Being this is one of the first devices ive preordered without handling first..
I'm confused... is that gap between the screen and bezel or the glass and outer edge of the phone? It's hard to tell from the photo.
On my note 2, the glass goes right up to the plastic frame, and that's the only place for a gap.
I'll believe it when I see it. I've never had that problem on any Samsung device I've owned (White S4, Black S4, Red S4, Black Note 3). However, I had the problem on virtually all of my HTC devices aside from the EVO3D. I don't see why people can't ignore those claims, try the device out themselves, exchange it if there's a problem, return it if it persists. Keep in mind that the only things media and the internet portray is negativity.
Delakit said:
I'll believe it when I see it. I've never had that problem on any Samsung device I've owned (White S4, Black S4, Red S4, Black Note 3). However, I had the problem on virtually all of my HTC devices aside from the EVO3D. I don't see why people can't ignore those claims, try the device out themselves, exchange it if there's a problem, return it if it persists. Keep in mind that the only things media and the internet portray is negativity.
Click to expand...
Click to collapse
It's a well known problem, even here on XDA, many users talked about that since the S3.
I had it on the S3 at the bottom, and S4 and Note 3 at the top. Not huge gap but enough for the piece of paper and dust to get in.
*Emix* said:
It's a well known problem, even here on XDA, many users talked about that since the S3.
I had it on the S3 at the bottom, and S4 and Note 3 at the top. Not huge gap but enough for the piece of paper and dust to get in.
Click to expand...
Click to collapse
This is the first I'd heard of it, my s3 doesn't have that issue and hopefully the note 4 I preordered won't as well. Worst case we should be able to take it in to get exchanged since it's a manufacturing issue.
Sent from my SPH-L710 using XDA Free mobile app
thearch1tect said:
This is the first I'd heard of it, my s3 doesn't have that issue and hopefully the note 4 I preordered won't as well. Worst case we should be able to take it in to get exchanged since it's a manufacturing issue.
Sent from my SPH-L710 using XDA Free mobile app
Click to expand...
Click to collapse
http://forum.xda-developers.com/showthread.php?t=2463331
I can't search for the S3, S4 now. But it was similar.
Certainly hope whatever caused this will be corrected before mine arrives on my doorstep. But I'm really not concerned.
*Emix* said:
It's a well known problem, even here on XDA, many users talked about that since the S3.
I had it on the S3 at the bottom, and S4 and Note 3 at the top. Not huge gap but enough for the piece of paper and dust to get in.
Click to expand...
Click to collapse
Correct, that's with the older devices. Since the Note 4 isn't out yet, the iPhone 6 reporting problems, it could easily be a simple means of somebody trying to negatively expose the device. I can't say I've ever had those gaps on any of mine. Pretty interesting. Maybe don't pre-order it then? Just a thought.
I'd hazard a guess and say the problem isn't widespread. But if you are affected I'm sure you'll be able to exchange or get a refund
*Emix* said:
It's a well known problem, even here on XDA, many users talked about that since the S3.
Click to expand...
Click to collapse
How "many" is many? I've had most of the phones you mentioned as have friends and I've never had or seen a gap on any of them. In the volume Samsung phones sell a page or two of complaints is like a single post on a HTC or LG forum. When the N3 first came out some people were going nuts about the physical home button "moving" when played with. I think mine (on my N3) probably moves but since owning it a year it's never "moved" on its own. XDA'rs tend to be more anal retentive than the masses.
As for what's shown in the pictures in the OP it doesn't really show anything. The photographer is showing a business card stuck in a Note 4 from about eighteen inches away. Very dramatic for social media but I'd like to see the gap itself close up before passing judgement. Quite a few people in the forum have posted pretty detailed impressions of the Note 4 display units they've played with at Best Buy here in the U.S. I can't believe if there was a noticeable gap that affected a large number of units that no one here would have caught it. I could probably wedge a business card between my N3's display and bezel if I wanted to. But I don't.
BarryH_GEG said:
How "many" is many? I've had most of the phones you mentioned as have friends and I've never had or seen a gap on any of them. In the volume Samsung phones sell a page or two of complaints is like a single post on a HTC or LG forum. When the N3 first came out some people were going nuts about the physical home button "moving" when played with. I think mine (on my N3) probably moves but since owning it a year it's never "moved" on its own. XDA'rs tend to be more anal retentive than the masses.
As for what's shown in the pictures in the OP it doesn't really show anything. The photographer is showing a business card stuck in a Note 4 from about eighteen inches away. Very dramatic for social media but I'd like to see the gap itself close up before passing judgement. Quite a few people in the forum have posted pretty detailed impressions of the Note 4 display units they've played with at Best Buy here in the U.S. I can't believe if there was a noticeable gap that affected a large number of units that no one here would have caught it. I could probably wedge a business card between my N3's display and bezel if I wanted to. But I don't.
Click to expand...
Click to collapse
This is true. My note 3 has the 'moving home button' but it doesn't bother me and it doesn't seem to have got worse. I only actually noticed it whilst reading on a forum!
As long as the gap (if there is one) doesn't cause any dust build up, I'm not bothered.
This is already being overhyped. I just came back from playing with a Note 4 at my local Best Buy. There was absolutely no gap at all on it. I didn't take a pic, but I will next time I go in there.
This is just one of those things that maybe (MAYBE) will affect a small number of people. I'm guessing the majority of them will be fine.
It had already been mentioned that it affected the first batch of 30,000 in South Korea. Mostly likely corrected by now.
Went to local best buy at lunch here in Orlando. 1 of 3 on display had the issue. I could SEE and Stick my thumb finger nail in the right side of the device, between screen and metal trim.
Did it look like an issue to me. No, doubt anyone would notice.
Also the security clamps they use are so tight that the back over is deformed; which could be putting pressure on the rest of the phone.
when i had s2 years back, i remember it having gap on all sides so that if the phone falls down it dosent affects the screen. is the gap something similar here or its just on one side?
Don't worry if you gave it, there can not be dust under the screen because the screen is glued on it there can no dust under the screen, I have it also on my note3
Yup.. it's called a case. Don't care as long as it doesn't interfere with use.
Sent from my HTC6525LVW using XDA Free mobile app
If this is indeed an occurence hopefully its resolved before shipping. I wonder if the edge has same issue.
Either way if this is widespread Samsung will be 0-2 in trying to capitalize on iphone 6 shortcomings. Maybe this defect is why they delayed for so long.
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
bozdag said:
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
Click to expand...
Click to collapse
Ouch. I am not in the UK but I am interested to see how this all turns out
Thanks, the worst part is that I actually watched as the scratch formed itself and grew bigger.
My hypothesis is that it may have been caused by heating and cooling of the phone.
My Note 4 did get pretty warm one time at which point it throttled itself. Hope someone at Samsung actually
knows how the UK law operates and sorts this out.
That seems like a crack, do you have a gap to the near edge there ? Im pretty sure the tiny gaps the phone has are to prevent exactly this type of cracking the screen against the metal edge due to heat cycles
Update: There are now three scratch/cracks which are parallel. I am beyond upset with Samsung and their unwillingness to sort this issue out.
I hope this doesn't happen to me x_x I doubt anyone would believe me if I told them that at best buy or something
Holy sh*t dude.
Let me know how this goes tomorrow. That is NOT cool.
That's not looking good at all, you should repost your story and photos on Samsung's Facebookpage and Google Plus page for everyone to see and hope that they will reply to you there. It might be a way to get around the denied reply you got from techsupport.
/ Magnus
You obviously have a faulty unit. Raise hell and don't give up until they replace it.
Another "phone crack by itself" thread? Those usually don't fly too well here and usually amounts to, the OP just talking a lot of hot air I'm just eating the cost of repair if he doesn't have insurance.
shook187 said:
Another "phone crack by itself" thread? Those usually don't fly too well here and usually amounts to, the OP just talking a lot of hot air I'm just eating the cost of repair if he doesn't have insurance.
Click to expand...
Click to collapse
Cool story bro. You wouldn't believe it until it happens to you. At the end of the day, if I were to scratch or crack my phone, I wouldn't give a **** and just replace the screen myself.
But in this case, I am disappointed with a phone I purchased less than 2 weeks ago. I'd expect it to be defect free for £630 and if it does have a defect Samsung should have taken it back.
I've never owned an Apple phone before, but I have purchased headphones from the apple store before which when it went faulty after 11 months they swiftly refunded it according to the 'sales of goods act' which the manager lady there said so herself. The lads at Samsung need a sales law seminar.
I see little leprechauns in my garden at night and no one believes me.
My Note 2 has a crack that runs diagonally from the upper left to the lower right. One single continuous crack that mysteriously showed up out of the blue. No spider webbing or whatever. I did NOT drop my phone. I did not witness the crack appear, as the OP, but did notice it shortly after I had been for a walk out in the heat. I have always been convinced that it was a fault in the glass to make it crack in this way. Phone still works fine and I never pursued the issue with Samsung (I had owned the phone approximately 7 months when said crack occurred.) I work at a college and have seen a huge amount of cracked screens...all spiderwebbed and nasty...mine is just the one diagonal edge to edge anomaly. So yeah, I believe it could happen. Good luck getting Samsung or the carrier to do anything about it though. I do wish you well on your endeavor.
"Tapatalk"
bozdag said:
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
Click to expand...
Click to collapse
If you have the option, just try a different location to do the exchange. That doesn't look like a typical crack.
Happened to my s4, the thread is still going I think. It cracked like that in my pocket. I think it was from heat of my thigh and the cool air or something. Samsung told me I must have dropped it for that to happen. And in the end I sold it on eBay for spares and got like £200 for it.... Best of luck.
Hendrickson said:
Happened to my s4, the thread is still going I think. It cracked like that in my pocket. I think it was from heat of my thigh and the cool air or something. Samsung told me I must have dropped it for that to happen. And in the end I sold it on eBay for spares and got like £200for it.... Best of luck.
Click to expand...
Click to collapse
I hope extreme cold to warm won't make that happen.. It's about to be that freezing time of the year x_x
Could you update the OP with the additional cracks?
Sent from Z3 using Tapatalk.
That got me scared because I have a scratch in a similar place - not reaching the border and much smaller though. I hope it's just a scratch..
Samsung really became Samsuck lately.....
I'll never go back to Samsung again after I replace my S-2. The best smartphone made by Samsung ever. All the rest is a pure miss by them.
To OP and fellas with cracked screens....good luck on your way and a pro tip......Don't buy Samsung anymore...they just need money....your money....that is all their aim is....purchase another device which is "better"....sadly...
my 0.02€
Well, after a whole day of owning the S6 Active, the screen is cracked. Slid out of my pocket about a foot and a half onto the pavement. Not a huge drop, and honestly was expected it to be fine because it didn't sound like it hit hard. But the screen is done, about 1/4 of it is spider cracked. Makes me really wonder if I need a case on this phone, never would've thought so since it looks like it's already in a case.
Any ideas on whether a replacement would be available at any local shops that do all of the screen repairs? I know the Active is different from the regular S6's so not sure if they can do the active repair.
I did get the phone insurance, but would rather just get the screen fixed if possible.
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Try ATT customer service. The phone is rated for drops, that's why you bought it.
AoN.
Sent from my SAMSUNG-SM-G890A using Tapatalk 2
Looks like you were really unlucky. There are 3 impact spots on the screen where presumably it landed on rocks that were sticking up high enough to reach the screen. It would have been nice to have a taller lip around the edges.
Another thing occurred to me, if you purchased it on a credit card, some have purchase protection, which covers theft and accidental damage for one to three months after buying. Amex has this.
AoN
anneoneamouse said:
Another thing occurred to me, if you purchased it on a credit card, some have purchase protection, which covers theft and accidental damage for one to three months after buying. Amex has this.
AoN
Click to expand...
Click to collapse
Yeah, no luck for me, put it on Next. Had to do an insurance claim....
I think the guy that ran his over with his car called Samsung direct to have it replaced. About $200
Sent from my SAMSUNG-SM-G890A using XDA Free mobile app
Broken screen....
I had the same experience...only had the phone 12 days. Fell from only a few feet....cracked the LCD screen, but not the glass. No insurance ( haven't needed it in 20 years) AT&T said I could pay off the phone ( bought with NEXT) or pay the $300 to get the screen fixed. Contacted AT&T and Samsung...no help so far. I had trouble with the phone the first day I had it....smart switch didn't work correctly, and lost contacts and couldn't receive text messages for 24 hours. Went back and asked about replacing phone. Replaced SIM card instead. Now this...so disappointed. Not as durable as advertised
Livelyc, did you buy on a credit card? Both my amex and visa offer purchase protection for the first month or so, including accidental damage. AoN
Anybody have any luck with this?
I bought new from att 6 days ago. Yesterday, (first drop ever) it fell ~28'' onto a flat level hardwood floor, and the camera "lens" glass cracked at the center - making it impossible to take pictures. More importantly, b/c of this it is no longer water and dust proof.
I have been playing ping pong between att & samsung - both of who say physical damage isn't covered. The whole reason I bought it is because it is supposed to be drop resistant, shock, water, dust etc. The salesperson sold me for good when he proceeded to drop one onto carpet from waist height. The other selling point is the US Military Environmental Engineering Certification, along with these other statements on att's website:
"Meets U.S. Mil-STD-810G for water-resistance and to withstand dust, shock, vibration, temperature extremes, humidity, and high altitude. Submersible up to 1.5 m of water for up to 30 minutes. Rinse promptly to remove residue. Shock-resistant when dropped from less than or equal to 4 feet onto a flat surface. Device may not perform as shown in all extreme conditions."
I do know this standard is somewhat iffy when it comes to consumer products, but the real weird thing is that after talking to higher-ups at Samsung, they gave me a statement saying they have never claimed any of the above - basically I think this marketing point was fashioned by att, as the only place you can find the claim is on their website, and tech blogs that cite att's website.
Maybe it is just my emotions getting the best of me, but I just think one of these companies should take responsibility for this. I mean according to the quote above, if it fell in a toilet and I immediately pulled it out, promptly rinsed off the residue, and it wouldn't turn on - it seems like it should be replaced. So why wouldn't the bit about dropping onto a flat surface be equally applicable?
It is true that both samsung and AT&T's limited warranties state that they are voided by physical damage...but the phone's selling point (at least to me) was that it could stand up to physical damage. I suppose it just seems unfair to me to sell something that claims it is red, and then state in the fine print that if it isn't red, you aren't covered...
Anyway, I know I am probably just ranting by now, so I apologize for that. I know this is a forum about developing as well, and I will admit I joined solely for this post - so of that isn't cool, I understand and will not take offense to negative feedback.
Regardless I will continue to update this post regarding any milestones I hit with Samsung or att on this issue. It would be awesome if we could attack this problem together (for everyone else that feels jipped with their active). So far, I have just been told that physical damage voids any warranties, and I can pay to get it fixed. When I tell CS rep's to read the statement on att's website about the active regarding its "drop-resistance" I have gotten more than one agreement that the whole situation seems unfair.
If anyone else has any new info about this, please share, it is much appreciated. Will be updating.
If you bought the phone on a credit card, contact them, and see if their customer service department can help.
AoN
The screen quality seems to be awful!
Same thing happened to me today: I was sitting in a camping chair and the phone slid out of my pocket and fell flat on a gravel. Estimated height: 1 foot. Result: Cracked screen.
I had the phone for 10 days.
Got it at Best Buy. Will try to return it under their 14 days return guarantee.
Luckily I bought one of those glass screen protectors, which seems to be good.
Good luck with Best Buy, hope some good comes out of that.
I am pretty sure my credit card company does have some type of damage protection, however I am a bigger fan of cash - which is what I used to purchase my s6 active. It is always just much more simple and effective, although you have given a great reason to do otherwise.
I could understand if this happened with an iphone, regular s6, or literally any other phone. Whats that? You dropped your iPhone onto a pillow and the screen cracked? It isn't made to be dropped, we cannot cover that. But the s6 active which is marketed on our website to be shock resistant from 4 feet or less? Yeah go ahead and drop it. see what happens.
I went to the att store on a monday afternoon to complain. I had the manager and all 3 salespeople at the table with me. They had no other customers the entire time. I am really thinking about going there on a saturday to see if the pressure gets to them.
I know a reliable samsung parts supplier offers s6 active screen. You can visit there official site www.hcqs.com.cn.
water damage on the active?
Little scared right now, I bought the S6 Active about a week ago, and just today decided to take advantage of the "aqua mode", bringing the phone in and out of the water to take a picture. The phone started acting up, saying dock connected, among other things involving the charger port. 3 hours later and the charger port is not working properly. Hopefully this doesn't last, Samsung is shady as hell if they don't honor a water damage claim. Don't have an underwater mode if you won't honor water damage. :/
Search the forum, this has happened too many people. It'll be fine once it dries out. AoN
Anyone find a screen
Busted my S6 Active (2-3ft drop) and having a hard time finding a screen, there are a couple on ebay but sell fast and one hiked his price from 200 to 300 with the last one in stock.
Samsung still tells me $240 and 1-2 week turn around. I can't go two weeks without my phone, it is a business phone. The guy that tested the active and eventually ran it over with his car, sent his in to get repaired by Samsung, he sent it in end of June, did not get it bask for around a month, end of July, they ended up replacing the phone. His assumption and mine is that even Samsung couldn't get the screen in and just gave up waiting and sent him a new phone. I would say his YouTube 'career' helped in just getting a new phone. I am just a pissed off loyal customer but have no fan base.
Like everyone else, I am super pissed at ATT and Samsung that they seem to sell this as a rugged phone with a shock/drop rating but no one will cover the repair, or warranty the rest of the phone if it is busted.
I have argued with so many people at Samsung they are not budging, trying again with ATT hoping for some sympathy considering I have not owned it but a month, maybe.
Trying to track down a supplier source for the screen but even that seems impossible considering its such a hard to find screen.
Anyone else have any luck?
michael6030 said:
Little scared right now, I bought the S6 Active about a week ago, and just today decided to take advantage of the "aqua mode", bringing the phone in and out of the water to take a picture. The phone started acting up, saying dock connected, among other things involving the charger port. 3 hours later and the charger port is not working properly. Hopefully this doesn't last, Samsung is shady as hell if they don't honor a water damage claim. Don't have an underwater mode if you won't honor water damage. :/
Click to expand...
Click to collapse
what was the result with the problem? i had the same problem and sent it to samsung..
under warranty or insurance, i just want a new phone or a phone in that case..
Same issue happened to me. I got a replacement screen from king ju and followed the replacement guide on youtube to replace the screen. Now the phone is working fine
I recently lost mine out of my pocket while riding my dirt bike it shattered the screen and won't work anymore. Has anyone had any luck finding a screen for cheaper than $199.00 and how hard is it to replace by yourself
The oleophobic coating on the screen of my S9 seems to be incomplete and uneven. I put my palm all over the screen and you can see the distinct boundary where the coating is missing. Is anyone else having this problem?
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It does seem like a manufacturing defect. I would get it changed right away.
I returned mine after a couple of days, the warranty covered it so I'm waiting for a new batch of s9+ to arrive so I can get a new one...
Exchanged
I returned it to the T-Mo store tonight and they gave me a new one and a shipping label to send back my defective one. The Samsung rep just happened to be in the store at the time and at first he said he'd seen all the weird defects, then when I showed him mine he admitted that was a new one to him, lol.
miodrag.cutura said:
I returned mine after a couple of days, the warranty covered it so I'm waiting for a new batch of s9+ to arrive so I can get a new one...
Click to expand...
Click to collapse
Did yours have a bad/incomplete coating too?
hot_soup said:
Did yours have a bad/incomplete coating too?
Click to expand...
Click to collapse
Ooooohhhh it so did... Sadly, I did not make a photo, but it was terrible. Two thick straight lines stretching from the middle of the left bezel all the way down to the middle of the bottom bezel. Not even the front desk of the service point knew what the oleophobic coating was (don't ask), luckily i had some connections so, they acted on it really fast. A funny thing happened after the replacement was approved. No store had it, so I had to wait another week for a new batch of s9+
hot_soup said:
Did yours have a bad/incomplete coating too?
Click to expand...
Click to collapse
Just wanted to give a heads up, I am returning my second S9+ unit, oleophobic issues are even worse on this one!
Check out the video, i posted it on yt. It is in my profile as my personal url, too
https://youtu.be/qtDf53wcgmc
miodrag.cutura said:
Just wanted to give a heads up, I am returning my second S9+ unit, oleophobic issues are even worse on this one!
Check out the video, i posted it on yt. It is in my profile as my personal url, too
https://youtu.be/qtDf53wcgmc
Click to expand...
Click to collapse
Noticed this too, and just wondering if you ever got one that never got this problem? As you say/imply in your YouTube comment, it's actually not obvious at all in real-world use - the coating seems to only be affected on the sides and not the actual screen. However, I'm wondering whether the coating will continue "peeling" into the actual screen over time?
Those who got the units with this issue, where was your phone made?
The quick way to do is to download this app from play store. All the info will be on first page itself.
App Link : https://play.google.com/store/apps/details?id=org.vndnguyen.phoneinfo&hl=en
I have seen this happen on other phones, couple of moto phones, one xiaomi phone. Never on Samsung. But because it has happened to me in past, I always check it on every new phone as one of the items on checklist. That is unacceptable defect. I wonder if this is coming from one specific factory or totally random issue. Thankfully, my unit is perfect.
hot_soup said:
The oleophobic coating on the screen of my S9 seems to be incomplete and uneven. I put my palm all over the screen and you can see the distinct boundary where the coating is missing. Is anyone else having this problem?
Click to expand...
Click to collapse
Washed it with soap or had it in water with chlorine? Like a pool, if so... that's getting rid of your coating.
Funkym0nkey said:
Those who got the units with this issue, where was your phone made?
The quick way to do is to download this app from play store. All the info will be on first page itself.
App Link : https://play.google.com/store/apps/details?id=org.vndnguyen.phoneinfo&hl=en
I have seen this happen on other phones, couple of moto phones, one xiaomi phone. Never on Samsung. But because it has happened to me in past, I always check it on every new phone as one of the items on checklist. That is unacceptable defect. I wonder if this is coming from one specific factory or totally random issue. Thankfully, my unit is perfect.
Click to expand...
Click to collapse
For me, I'm pretty sure it wasn't there when it was brand new, but who knows. It's actually really hard to see in most lighting conditions, and even then, it's only noticeable if you're actively looking for it. And even if it's present, for it to show up more obviously, you really need to rub some oil/water/fingerprint on those specific areas for it to show up more clearly. I'm sure most people have this to some extent, but >90% of people wouldn't notice it.
My phone doesn't have it, tried to return it but they said "Samsung Galaxy S9 isn't supposed to have it". Have I been tricked???
ssj100 said:
For me, I'm pretty sure it wasn't there when it was brand new, but who knows. It's actually really hard to see in most lighting conditions, and even then, it's only noticeable if you're actively looking for it. And even if it's present, for it to show up more obviously, you really need to rub some oil/water/fingerprint on those specific areas for it to show up more clearly. I'm sure most people have this to some extent, but >90% of people wouldn't notice it.
Click to expand...
Click to collapse
You will only notice it when you get some skin oil or fingerprints on the screen.
I have had this happen on my 2 previous phones. Moto X and Mi 4i. Here is the picture i quickly found in my google photos.
As you can see, the oleophobic coating is missing from the middle part of the screen. This is a defect. It probably happened because some sheet of plastic flew and got stuck on the top glass in factory when the screen underwent the oleophobic coating process or some chemical spilled on the screen in factory and this went unnoticed during QC as it will be hard to detect this without actually touching screen with bare hands. (WIth some skin oil )
At the end of the day, this is unacceptable defect if you have it. The oleophobic coating is sensitive to heat and chlorinated water, but chlorinated water will take long time and multiple exposures to it to cause this damage. It wont happen with single dip in chlorinated water.
My suggestion is to get your phones replaced or at least screen replaced under warranty if you are out of return period.
Funkym0nkey said:
You will only notice it when you get some skin oil or fingerprints on the screen.
I have had this happen on my 2 previous phones. Moto X and Mi 4i. Here is the picture i quickly found in my google photos.
As you can see, the oleophobic coating is missing from the middle part of the screen. This is a defect. It probably happened because some sheet of plastic flew and got stuck on the top glass in factory when the screen underwent the oleophobic coating process or some chemical spilled on the screen in factory and this went unnoticed during QC as it will be hard to detect this without actually touching screen with bare hands. (WIth some skin oil )
At the end of the day, this is unacceptable defect if you have it. The oleophobic coating is sensitive to heat and chlorinated water, but chlorinated water will take long time and multiple exposures to it to cause this damage. It wont happen with single dip in chlorinated water.
My suggestion is to get your phones replaced or at least screen replaced under warranty if you are out of return period.
Click to expand...
Click to collapse
The original poster (I think) and I only notice this on the sides of the phone (where it curves), and not on the actual part of the screen where pixels light up. I've seen one person replace his S9 several times (and even got the store manager I think to open like 5-6 phones at a store) and all of them had it to some extent. Because it's only at the sides, a lot of cases would actually (mostly) cover this up, so again, it explains why most people wouldn't notice it.
ssj100 said:
Noticed this too, and just wondering if you ever got one that never got this problem? As you say/imply in your YouTube comment, it's actually not obvious at all in real-world use - the coating seems to only be affected on the sides and not the actual screen. However, I'm wondering whether the coating will continue "peeling" into the actual screen over time?
Click to expand...
Click to collapse
The third one is ok for now. But hey, now I hate Samsung anyway, so this pretty much no longer matters. I am waiting for smudges to keep sticking and will return this one at some point, I'd say... Btw, this one was made in Vietnam.
miodrag.cutura said:
The third one is ok for now. But hey, now I hate Samsung anyway, so this pretty much no longer matters. I am waiting for smudges to keep sticking and will return this one at some point, I'd say... Btw, this one was made in Vietnam.
Click to expand...
Click to collapse
Thanks for the feedback. I think we're some of the unlucky ones, otherwise we'd hear more about this oleophobic issue - not many posts on it? I'm not getting mine exchanged, as this is purely cosmetic (and rather minor), and I'd probably run the risk of coming across another "defect", if not the same one. The rest of the phone is functioning very well for me. And that's the keyword - it's actually "functioning" well, which is all that really matters when push comes to shove.
How do you mean you're "waiting for smudges to keep sticking"?
ssj100 said:
Thanks for the feedback. I think we're some of the unlucky ones, otherwise we'd hear more about this oleophobic issue - not many posts on it? I'm not getting mine exchanged, as this is purely cosmetic (and rather minor), and I'd probably run the risk of coming across another "defect", if not the same one. The rest of the phone is functioning very well for me. And that's the keyword - it's actually "functioning" well, which is all that really matters when push comes to shove.
How do you mean you're "waiting for smudges to keep sticking"?
Click to expand...
Click to collapse
Definitely should've written 'waiting for the smudges to stick' Because that's basically what happens when the oleophobic coating is messed up. They stick really hard to the glass and it is much more difficult to clean it up.
So if your screen shows residue from normal use, it would qualify for a warranty exchange? That seems a bit unrealistic when many other factors come into play. Use of skin lotion, body sweat are couple first thought of. My whole screen shows signs of use, and has since day one. It's never been exposed to chlorine or any other chemical.
Hi guys, try this out for checking. Tried mine and noticed I still have an even coating. My device is made from Vietnam.
I never thought I'd say this, but I'm almost glad my phone was made in China.
Hi all,
I've just noticed something on my S21 Ultra at the top of the screen. I am curious whether this is normal or whether I should be concerned. Once you notice something like this it's of course haunting you every time you look at your device. Especially when you paid premium. It is hard to describe even with pictures.
I first noticed a weak shadow at the top that was not even. When I started tilting the phone in the light I then noticed what looks like the LC screen delaminating from the top glass downward into the device towards the top. The bottom does not show that at all. It's a reflection from the gap between the top glass and the lc screen I am pretty sure. It's not a perfect straight line from left to right and curves a little towards the left and definitely around the camera punch out.
Note, it is not a cause of reflection from the top screen, I assure you that by tilting the phone it is something under the top glass.
Long story short, before I contact Samsung about this I wanted to ensure that I am not overinterpreting things.
The first picture shows the bottom of the device. Looks great.
The second under identical conditions shows the reflection between two glass surfaces just down to the bottom of the camera punch out across the width of the screen.
The third picture shows the top of the screen while on
The fourth is trying to capture the shadow. That is really hard to capture without manipulation the image and even then with the camera it's not very visible. Trust me, it is by eye.
Any help appreciated. And of course, I am not waking up any sleeping dogs and make others paranoid with this.
cheers
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Sorry in advance for asking you trivial question.
Have you already removed Samsung's original pre-installed screen protector?
Security555 said:
Sorry in advance for asking you trivial question.
Have you already removed Samsung's original pre-installed screen protector?
Click to expand...
Click to collapse
I am in the US and the Ultra's were not shipped with a pre-installed screen protector. That would be an easy fix though. Unfortunately not in this case. What you see is the bare screen.
derausgewanderte said:
I am in the US and the Ultra's were not shipped with a pre-installed screen protector. That would be an easy fix though. Unfortunately not in this case. What you see is the bare screen.
Click to expand...
Click to collapse
Didn't know that.
Regarding your observation/concern,
I don't see anything that fits your description on my unit.
Security555 said:
Didn't know that.
Regarding your observation/concern,
I don't see anything that fits your description on my unit.
Click to expand...
Click to collapse
Great, that is one data point for me to contact Samsung. Cheers
It's solid glass... which doesn't delaminate.
Looks like a screen protector if it's on the outside of the glass. If on the inside it's the AMOLED display it's self that is warping... not good if so.
Some of the same models may have with a factory installed protector and some not.
blackhawk said:
It's solid glass... which doesn't delaminate.
Looks like a screen protector if it's on the outside of the glass. If on the inside it's the AMOLED display it's self that is warping... not good if so.
Some of the same models may have with a factory installed protector and some not.
Click to expand...
Click to collapse
yeah, it's definitely NOT on the outside of the glass. It's inside and as you say it might be the amoled that is warping. Will try to see if they fix it.
cheers
adamlee2012 said:
The left edge of the display looks like it has a gap and light it bleeding from it. I'd get it exchanged or repaired
Click to expand...
Click to collapse
hmm, took a closer look but that to me looks like a reflection of light form the edge of the screen or the metal frame. Thank you. I will definitely start a repair/return process.
cheers
derausgewanderte said:
yeah, it's definitely NOT on the outside of the glass. It's inside and as you say it might be the amoled that is warping. Will try to see if they fix it.
cheers
Click to expand...
Click to collapse
That sucks; you paid good money for it and deserve a defect free device.
That should've never slipped through QC.
Take detailed pics the day you box/ship it, double box and insure it. Use FedEx or UPS.
Sure looks like a screen protector is on it. Look at the circle around the camera cutout.
felloffthetruck said:
Sure looks like a screen protector is on it. Look at the circle around the camera cutout.
Click to expand...
Click to collapse
Looks like the display cutout to me...
looks like a defective glass to me. Would pay to get that replaced.
felloffthetruck said:
Sure looks like a screen protector is on it. Look at the circle around the camera cutout.
Click to expand...
Click to collapse
I don't think that is a camera cut-out of a screen protector. Looks like the face-unlock indicator animation that appears around the camera on the lock-screen. In all of OP's images, that ring is only visible on the lock-screen image.
derausgewanderte said:
Hi all,
I've just noticed something on my S21 Ultra at the top of the screen. I am curious whether this is normal or whether I should be concerned. Once you notice something like this it's of course haunting you every time you look at your device. Especially when you paid premium. It is hard to describe even with pictures.
Note, it is not a cause of reflection from the top screen, I assure you that by tilting the phone it is something under the top glass.
Any help appreciated. And of course, I am not waking up any sleeping dogs and make others paranoid with this.
cheers
Click to expand...
Click to collapse
Tried to compare it with my phone, and I can't replicate any warping or shadows. Seems to be a defect under the front glass. I'm no engineer but my guess is that the underlying OLED panel has come away from the overlying Gorilla glass (probably due to LOCA failure - the adhesive that keeps the glass adherent to the OLED screen below.
Whatever it is, it's not normal. If I were you, I'd start bugging Sammy for a device replacement, failing which you should at least get a screen replacement under warranty.
thank you all. Here is what my day went like today. I'm used to this. I just went through the same crap with Fitbit.
1) 8am: called Samsung support and was instructed to go to UbreakIfix in my area to assess the situation. They are contracted with Samsung (US). Luckily only a 20min drive for me.
2) 10am: the folks at UbreakIfix recognized the problem and it agrees with enigmaamit's and my conclusions above.
3) They informed me that they will start the process and it includes contacting Samsung.
4) 11am: They called me an hour later to inform me that Samsung said that it is NOT under warranty.
5) I contacted Samsung Support to let them know that I do not agree with their blind assessment, that even the UbreakIfix folks agreed with me. That didn't move the support lady and she was trying to give me some bs why not. I asked for a supervisor and waited 20min for her to find one.
6) Then talked to a supervisor and he eventually he agreed that it is still under warranty and gave me a ticket and reference number I can use to have UbreakIfixit continue the work.
7) 12am: I called UbreakIfixit and let them know. They were impressed that I turned this around (oh no, wait... we are not done yet...). They said they will proceed but during the process they will have to contact Samsung again before the surgery.
8) 1pm: UbreakIfixit calls to let me know that they were told by Samsung that it is not covered under warranty.
9) Called Samsung Support and the guy immediately asks me if I want to discuss with a supervisor. He can't get a hold of one for 30min but I eventually have all three parties on the call to address the situation. Samsung support rep says, he will have a supervisor contact me after evaluation of the situation. PS: during all these calls, Samsung kept asking me about 20 times whether there is any damage to the phone. I knew I should not call what I see damage and called it manufacturing problem.
10) 4:30pm: UbreakIfixit calls to let me know that they just got off the phone with Samsung. Apparently they were on hold for 3hours with them just to find out ......drum roll......it's not under warranty and that I have two options. UbreakIfixit had the phone already taken apart with the replacement screen ready to go onto the phone! Pay the $318 for the repair or reconnect with Samsung to have it directly shipped to Samsung for evaluation and repair, with emphasis on "no guarantee it is under warranty and that I will have to pay the repair if it's not".
Wow, what a cluster f...ck. Kudos to the UbreakIfixit folks for going through this and keep a straight face. They told me that over the last couple weeks a number of S21 Ultra folks came in with blank screens and went through similar Samsung support nightmares but got theirs replaced under warranty. I guess I can only hope my phone goes blank before the warranty is expired.
Phone is back with me. For now I am too tired to think about shipping it just to find out that it's not covered under their warranty - whatever that is.
It's a nuisance at the moment and I will go that route once the delamination expands. I am also looking at repair kits and there are good instructions online how to do it. Of course I am going to wait with that until my warranty expires.
Great product but awful customer support. They are trained to save every penny and their #1 goal is to tell you that whatever you have is not under warranty.
In the meantime I will write this up in a letter and keep bugging them about this. They wasted my and UbreakIfixit's time with this.
Alright, hope you never have to contact Samsung support!!
cheers and thanks again for looking at my post and replying.
Update1: based on repair kits on ebay it is clear that there is a cover glass above the actual touchscreen. The kit costs $20 and includes tools and LOCA. What this tells me is that I am indeed seeing delamination of the touchscreen from this cover glass. The ebay listing also says that it's extremely difficult to do a repair. I will not touch that but it was informative.
Update2: as a tinkerer I also looked at OLED repair kits. both on ebay and aliexpress they cost ~$300 (it's not just the touch screen itself but a bunch of other things). The UbreakIfix price including labor for $318 is actually really good. Good to know....
Why isn't covered under warranty?
They claiming user damage?
See about filing a complaint with your state attorney general's office.
File a complaint with the FTC; enough complaints will generate hefty fines for Samsung.
I can verify that Samsung Support completely sucks. Fk them.
Keep calling them until you get a rep in the USA, usually mid AM works best. The SK and the Philippines reps are useless.
Don't leave them off the hook. Hammer them.
blackhawk said:
Why isn't covered under warranty?
They claiming user damage?
See about filing a complaint with your state attorney general's office.
File a complaint with the FTC; enough complaints will generate hefty fines for Samsung.
I can verify that Samsung Support completely sucks. Fk them.
Keep calling them until you get a rep in the USA, usually mid AM works best. The SK and the Philippines reps are useless.
Don't leave them off the hook. Hammer them.
Click to expand...
Click to collapse
No worries, I will! Cheers
derausgewanderte said:
thank you all. Here is what my day went like today. I'm used to this. I just went through the same crap with Fitbit.
1) 8am: called Samsung support and was instructed to go to UbreakIfix in my area to assess the situation. They are contracted with Samsung (US). Luckily only a 20min drive for me.
2) 10am: the folks at UbreakIfix recognized the problem and it agrees with enigmaamit's and my conclusions above.
3) They informed me that they will start the process and it includes contacting Samsung.
4) 11am: They called me an hour later to inform me that Samsung said that it is NOT under warranty.
5) I contacted Samsung Support to let them know that I do not agree with their blind assessment, that even the UbreakIfix folks agreed with me. That didn't move the support lady and she was trying to give me some bs why not. I asked for a supervisor and waited 20min for her to find one.
6) Then talked to a supervisor and he eventually he agreed that it is still under warranty and gave me a ticket and reference number I can use to have UbreakIfixit continue the work.
7) 12am: I called UbreakIfixit and let them know. They were impressed that I turned this around (oh no, wait... we are not done yet...). They said they will proceed but during the process they will have to contact Samsung again before the surgery.
8) 1pm: UbreakIfixit calls to let me know that they were told by Samsung that it is not covered under warranty.
9) Called Samsung Support and the guy immediately asks me if I want to discuss with a supervisor. He can't get a hold of one for 30min but I eventually have all three parties on the call to address the situation. Samsung support rep says, he will have a supervisor contact me after evaluation of the situation. PS: during all these calls, Samsung kept asking me about 20 times whether there is any damage to the phone. I knew I should not call what I see damage and called it manufacturing problem.
10) 4:30pm: UbreakIfixit calls to let me know that they just got off the phone with Samsung. Apparently they were on hold for 3hours with them just to find out ......drum roll......it's not under warranty and that I have two options. UbreakIfixit had the phone already taken apart with the replacement screen ready to go onto the phone! Pay the $318 for the repair or reconnect with Samsung to have it directly shipped to Samsung for evaluation and repair, with emphasis on "no guarantee it is under warranty and that I will have to pay the repair if it's not".
Wow, what a cluster f...ck. Kudos to the UbreakIfixit folks for going through this and keep a straight face. They told me that over the last couple weeks a number of S21 Ultra folks came in with blank screens and went through similar Samsung support nightmares but got theirs replaced under warranty. I guess I can only hope my phone goes blank before the warranty is expired.
Phone is back with me. For now I am too tired to think about shipping it just to find out that it's not covered under their warranty - whatever that is.
It's a nuisance at the moment and I will go that route once the delamination expands. I am also looking at repair kits and there are good instructions online how to do it. Of course I am going to wait with that until my warranty expires.
Great product but awful customer support. They are trained to save every penny and their #1 goal is to tell you that whatever you have is not under warranty.
In the meantime I will write this up in a letter and keep bugging them about this. They wasted my and UbreakIfixit's time with this.
Alright, hope you never have to contact Samsung support!!
cheers and thanks again for looking at my post and replying.
Update1: based on repair kits on ebay it is clear that there is a cover glass above the actual touchscreen. The kit costs $20 and includes tools and LOCA. What this tells me is that I am indeed seeing delamination of the touchscreen from this cover glass. The ebay listing also says that it's extremely difficult to do a repair. I will not touch that but it was informative.
Update2: as a tinkerer I also looked at OLED repair kits. both on ebay and aliexpress they cost ~$300 (it's not just the touch screen itself but a bunch of other things). The UbreakIfix price including labor for $318 is actually really good. Good to know....
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Damn! That's a horrible experience. Make sure to drag this through the mud on social media. Eveytime a corporate giant has tried to screw me in private, I've found that I get easy effective resolution once i start calling them out in public, specifically Twitter. They will try to hush it and move to DM immediately. Keep your boot on their necks over there and you should see some results. You're unlikely to be the only one suffering from this issue - this approach will also help you get in touch with other users suffering the same plight and bring attention to the defect. You may end up helping yourself as well as a bunch of other people.
enigmaamit said:
Damn! That's a horrible experience. Make sure to drag this through the mud on social media. Eveytime a corporate giant has tried to screw me in private, I've found that I get easy effective resolution once i start calling them out in public, specifically Twitter. They will try to hush it and move to DM immediately. Keep your boot on their necks over there and you should see some results. You're unlikely to be the only one suffering from this issue - this approach will also help you get in touch with other users suffering the same plight and bring attention to the defect. You may end up helping yourself as well as a bunch of other people.
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yep, that's what exactly worked with Fitbit. Cheers
derausgewanderte said:
yep, that's what exactly worked with Fitbit. Cheers
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Never hurts to boast your love of blogging...