Guys, I have something worse to report. I bought my mother this phone (Nokia 7 plus) for mother's day. I had put a screen protector for her before she started using it. Suddenly, one day, the screen protector popped out and I starting noticing strange lines on the screen (see pic below). I used to tell her that for her use, she will get 2 days battery backup easily. But I noticed that the battery dropping nearly by 30% overnight.
I carefully noticed the phone, and the screen phone was bulged from the front (Pic 2). I have been using Android since ages and I know this was a bulged battery issue, and overheating has caused the LCD screen to burn some pixels (possibly). I quickly notified Amazon (from where I bought) asking for replacement because this seemed a very serious issue. They said that they have only 10 day replacement policy, but I can get it replaced at any Authorised repair centre.
Fast forward to me visiting the repair centre today. I met the front person and explained him the issue. His first statement "This issue will not come under warranty, this has happened because of overcharging". I sincerely chuckled, because I have been working with phones that charge over weeks at work and nothing happens to them. And my mother always charged with the Nokia charger (fast charger). I asked him how and questioned his ideals, he was blunt and rude. I asked that I would like to speak to the manager. He said that he is the manager and the sole owner of that service centre. I couldn't bare it. After some talking, He took pictures of the phone and sent to HMD and said that he will get back by Monday and said that it could be water damage (my mum has never dropped even a drop of water on it, considering that she has never damaged a phone ever).
Now I am just waiting, but the way he interacted seems to be an issue. Calling it an issue of overcharging, and saying it is not under warranty.
Leaving that aside, I informed amazon too, and they were so courteous, that they said that they would replace the phone, if I got a "replacement denial letter". I requested this from the Manager, and unsurprisingly he said no I won't.
I'll update this with further developments but for now look at the images below. It clearly seems to be a faulty battery.
Also, the Manager (obviously don't want to name him yet) said that it is perfectly use the phone in this case. I made my mum start using her old phone for safety precaution because I don't trust a word he says.
Any suggestions guys?
TL;DR: Bought my mum N7+ on mother's day. In three weeks, it bulged and deformed with screen burn lines. The Authorised Nokia centre guy said this won't come under warranty, but later I negotiated and made him take photos and sent a mail to HMD to enquire. I hope HMD doesn't deny that this is battery issue. Any suggestions?
tr.supradeep said:
Guys, I have something worse to report. I bought my mother this phone (Nokia 7 plus) for mother's day. I had put a screen protector for her before she started using it. Suddenly, one day, the screen protector popped out and I starting noticing strange lines on the screen (see pic below). I used to tell her that for her use, she will get 2 days battery backup easily. But I noticed that the battery dropping nearly by 30% overnight.
I carefully noticed the phone, and the screen phone was bulged from the front (Pic 2). I have been using Android since ages and I know this was a bulged battery issue, and overheating has caused the LCD screen to burn some pixels (possibly). I quickly notified Amazon (from where I bought) asking for replacement because this seemed a very serious issue. They said that they have only 10 day replacement policy, but I can get it replaced at any Authorised repair centre.
Fast forward to me visiting the repair centre today. I met the front person and explained him the issue. His first statement "This issue will not come under warranty, this has happened because of overcharging". I sincerely chuckled, because I have been working with phones that charge over weeks at work and nothing happens to them. And my mother always charged with the Nokia charger (fast charger). I asked him how and questioned his ideals, he was blunt and rude. I asked that I would like to speak to the manager. He said that he is the manager and the sole owner of that service centre. I couldn't bare it. After some talking, He took pictures of the phone and sent to HMD and said that he will get back by Monday and said that it could be water damage (my mum has never dropped even a drop of water on it, considering that she has never damaged a phone ever).
Now I am just waiting, but the way he interacted seems to be an issue. Calling it an issue of overcharging, and saying it is not under warranty.
Leaving that aside, I informed amazon too, and they were so courteous, that they said that they would replace the phone, if I got a "replacement denial letter". I requested this from the Manager, and unsurprisingly he said no I won't.
I'll update this with further developments but for now look at the images below. It clearly seems to be a faulty battery.
Also, the Manager (obviously don't want to name him yet) said that it is perfectly use the phone in this case. I made my mum start using her old phone for safety precaution because I don't trust a word he says.
Any suggestions guys?
TL;DR: Bought my mum N7+ on mother's day. In three weeks, it bulged and deformed with screen burn lines. The Authorised Nokia centre guy said this won't come under warranty, but later I negotiated and made him take photos and sent a mail to HMD to enquire. I hope HMD doesn't deny that this is battery issue. Any suggestions?
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You have a two year warranty on this phone for sure.If they cannot prove that you or your mother are responsible for the damage,they must replace it surely.To say it is damage caused by overcharging is rediculous indeed, though if it is a problem with the battery,wouldn't the problem be more widespread,that is the only kind of argument this manager could have,I could see how he might wonder if he hasn't sent this problem before,
Nevertheless,if what your saying is true and I expect it probably is,you should demand a refund and go elsewhere,I returned my n7+ last week because I did not like it,one issue was the battery started to switch from fast to slow charge when charging and didn't seem right,Nokia seemed to be introducing bugs in their updates also
manus31 said:
You have a two year warranty on this phone for sure.If they cannot prove that you or your mother are responsible for the damage,they must replace it surely.To say it is damage caused by overcharging is rediculous indeed, though if it is a problem with the battery,wouldn't the problem be more widespread,that is the only kind of argument this manager could have,I could see how he might wonder if he hasn't sent this problem before,
Nevertheless,if what your saying is true and I expect it probably is,you should demand a refund and go elsewhere,I returned my n7+ last week because I did not like it,one issue was the battery started to switch from fast to slow charge when charging and didn't seem right,Nokia seemed to be introducing bugs in their updates also
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Click to collapse
Thanks for your suggestion friend.
I was just worried about the fact that this particular service center will somehow possibly prove that it is customer mistake, because the manager was surely rude to every other customer in the store.
And truly, overcharging is just blatant lies. I have used phones since ages, and no phone came with a warning to not charge the phone overnight or for longer duration. If overcharging is an issue, then it is surely that the Battery IC is faulty. I am an electronics engineer, and I work with phones at my workplace, and we leave phones charging over weekend while connected to the laptop. This is why I couldn't believe the manager's words. Also, overcharging is not mentioned in the clause on the warranty page.
My mother was happy with the N7+. She is a Nokia fan. And the phone looks and feels sturdy. Also, I never saw this issue mentioned anywhere over the internet, so I feel it is a rare case. I hope rather.
Again, thanks for your suggestion.
Hello,
What went out of this? My display is not bulged, but i have a lighter spots on the screen, which look like yours.
What do you think is the reason for those spots? At first it was only the big one, which was smaller and i didn't care for it, but now it is bigger and new ones appear.
Actually I receive a similar answer from the dealer i bought it from - HMD warranty doesn't cover this issue.
Good quality, great job, HMD.
Honestly I didn't expect something like this from them.
Li-ion batteries come with over charge protection circuit. It may be a case of faulty battery which HMD Global should replace
I get a white line at the top of the screen. It is quite noticeable if I select a dark/black wallpaper.
Same here
My Mon is a huge fan of Nokia's sturdiness, so she bought that exact phone (7+). Now she got the exact same mark (just one) in the middle.
After a while I noticed a bump on the screen. I understood that it was the battery that was getting swollen. She put the phone aside and I suggested her the A50.
She replaced the battery one month ago, and now the same thing is happening again !!
And now I'm not even mentioning the software issues we encountered regarding the WiFi.
I'm a bit disappointed just like she is, because that phone comes with Android one, so she hoped to keep it for a while...
Related
I took my Tilt into a walk in Warranty Exchange location in the Atlanta area and had a very BAD encounter.
My phone would hang at the AT&T screen. They took my info and said have a seat. He came out and ask me if I charged my battery over night, I said yes. He then told me that charging the battery over night had damaged my battery and I would have to buy a new one for $47. I got very upset and challenged him to show me in the users manual where it stated that, he could not.
I protested until he returned my old [perfectly good] battery to me and swapped out my phone.
I took the new phone to my car and made a call to check it out. The sound had a bad buzz in so I went back inside and ask for another phone.
He took the phone and some how brought up a screen with thin lines all across it and said "You have cracked the screen in two places, you will have to pay for this phone." I went ballistic because I knew he had given me a phone with a cracked screen. The cracks are not detectable unless you bring up the screen with thin lines.
I borrowed a phone and dialed 911 and had the police come. I had several witnesses that I only had the phone for 5 minutes and had not dropped it.
They gave me another phone to keep me from filing fraud charges against them.
Bottom line:
1. When you bring a phone in for exchange, make them check it in front of you for screen cracks and water damage.
2. Put your name on your battery so they can not change it with a bad one.
3. Check for screen cracks, water damage, and other physical damage(USB plug) on the new phone in front of them.
wow thats messed up. You should of taken the guys name down and called it in to At&t.
I had to warranty exchange my device for a broken ExtUSB plug and it was a hassle free expereince. Guy looked at my phone,asked me if i needed to back anything up, was walking out with a brand new device in 15-20 min.
I would definately call and file a complaint against the guy. Even threat to report them to the Better Business Bureua if theres one in your area.
I agree with being careful, but I have to say
I have had the same experience as fone_fanatic. I'm in Atlanta as well, and have used one of the walk in centers near my work three times in the last year. Once for my Tilt, (because I broke the mini usb with the stylus) and twice for my wife swapping out RAZRs. They've always been very good guys to deal with. I expected trouble about the usb port, but there wasn't any. I told them it wouldn't charge, and they came back in a few minutes with a "new" Tilt. I even did the "debloating" of the ROM at the counter in front of him.
When my wife complained that she didn't want a third RAZR, the tech said he could only exchange for the same phone, but told her to call the 800 number, and told her what to say to the phone support people to get another model, so now she has a shine.
Anyway, I'm sorry you had an A-hole, but I think most of the techs ther are decent people.
I had the USB plug issue, which actually will ALWAYS happen eventually, due tot he HTC port not being standard. Good news though, 2 returns of a tilt and they [warranty] gave me a free fuze, which, although having the SAME port as the tilt, comes with a dongle from HTC that has a standard port on one end, an HTC port on one end, and a mic port also, pretty nifty.
recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........
What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml
thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed
the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(
I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***
sounds shocking. Good luck mate and what country are you in?
I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.
I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...
Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days
i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...
I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.
Did any of you here swap your phone with HTC and your phone was unlocked?
My phone's defects are obviously hardware: Power button failing and Screen has a gap around sides, (Dust gathers around screen everyday, have to clean manually).
Can they charge me for unlocking and rooting it, even though these issues are hardware specific? Anyone has a story to share?
During the call, the HTC Rep told me that "we will charge your credit card for any non-warranty problems." Does unlocking count as one?
yes they will charge you for having your phone rooter,cause is out of the warranty that's what they told me over the phone...
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
I just had my Nexus One (unlocked bootloader) replaced through HTC without a charge for a similar hardware defect. When I called, I didn't mention anything about it being rooted, nor did he ask. I received my replacement, HTC received my defective unit, and I was told my ticket was closed with no charge on my account.
The replacement I received has a new defect and I'm currently awaiting another replacement to swap it out as well. I don't think they care, but I wouldn't parade around talking about it. Just be courteous and flash everything back to stock as much as you can.
Ok, thanks for the info! It would be great if they didn't charge me for this.
Please keep us informed on how everything turns out. Several people have said they've had no trouble. It would be nice to get a list if reasons for RMA with success rate. I have a fairly strong feeling as long as it's hardware related and involves no root caused problem (led from n1 torch, speaker from louder music, etc.) the rate would be pretty high. HTC really, in all the times I've had any problems has been one of my favorite call centers to contact.
I have successfully swapped my phone. I had the dust under screen issue and i called them up. Not questions asked about unlocked. I got my phone and they waited a week or so and i saw my ticket was closed. Now im calling back because my replacement one now has dust under the screen also.
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Coderedpl said:
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
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I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
I got mine on craigslist too, not that AWESOME of a deal since i pretty much just got the phone (the charger barely charges) and the usb i got from a small cell store at a mall doesnt work...pfftt
so I need: Data cable, charger & car charger.
bleh
futango said:
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
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you didn't have to show proof or purchase/receipts?
blt51 said:
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
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Click to collapse
I'd like to know the answer to this too. My phone has a stuck pixel but I also dropped it and now there is a crack in the screen. I'm wondering if they'll charge me for the swap.
I've had my N1 replaced almost 5 times, so I have some experience with this. Everything was perfect with my first phone except for one dead pixel, which was only visible from certain angles. However, considering the price that I paid for the phone, it wasn't acceptable from my perspective.
I read a lot about people having successes with replacements so I decided to do a swap. My recommendation is to think about doing a swap very carefully. Each time a replacement was sent to me, I found new problems with the phone.
For example, one replacement had a weak vibrate while another had a camera that took oversaturated photos. One of the phones had minor scratches on the screen. Another replacement turned out to be the replacement that was sent to me which I sent back (but with a different sticker and IMEI).
So I think that if the phone is not damaged significantly, such as huge cracks, they will not charge you any fees. So minor scratches on the phone and "normal use" damage is fine.
Also, if you purchased your phone from someone else, you will still be under the warranty and do swaps. I've asked this through the phone twice and both times I was told that they decided to honor warranty transfers.
HTC gave me a new one was well with unlocked bootloader. The problem with my phone was a software issue too. No questions asked.
This is great to hear.
I traded my iPhone 3GS for a N1 on craigslist only to discover it has some sort of hardware problem - Strange rebooting - not sure if it's heat related (doesn't seem so) or bad RAM (I've seen many reports). Went the replacement route (that's another story all together - http://forum.xda-developers.com/showthread.php?t=698156) and am awaiting the new unit. Just got my return shipping label, hopefully they wont charge me either!
x986123 said:
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
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I had my Nexus One rooted and it was sent it to HTC for "power button failure" and they fixed it for no extra charge. Came back with a more firm-feeling power button and relocked.
They tried to charge me but after some reasoning with the right person on the phone they dropped the charge. You can also file a ticket with the Google Sales team and they will make sure you are not charged if you have a manufacturing defect unrelated to your phone being unlocked.
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
adamhlj said:
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
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Click to collapse
Hey, I would try calling HTC again and talk to another representative if you want to do a swap for a replacement; sometimes the customer representatives tell you what they know and so they give different responses.
The warranty specifically says:
If you have engraved your phone with a personal message, the device that you receive will not include the engraving, and the engraving on the defective device will not be sent back to you. If you want to keep your engraving, you can opt for the express repair option.
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Click to collapse
That is, unless you want to keep the engraving.
Good luck!
I'm curious what the experiences of XDA users have been with Sony's customer support when it comes to their Xperia devices. I had to send mine in for what I think was a shorted out battery (had it in/around the pool for a few hours, got out and it was fine, but then an hour later it just shut off, refused to stay on unless it was plugged in). They didn't contact me for two weeks, then I called and they just said "yeah you'll probably be good we would have called you if there was a problem". Two days later I got a (what I assume to be) refurb unit in the mail.
I'm actually extremely happy with this. Mainly because A: The device I sent to them was bought second hand off craigslist so I fully expected them to tell me that would void the warranty somehow, B: It was rooted, and C: it had some scuffing on the screen and bezel, and the power button was "mushy". Given that it was probably water damage and technically my fault (it spend most of it's time on the side of the pool getting splashed, but definitely overdid the "30 minute" rule), and they could have easily given me a hard time over any of the three things mentioned, I don't think I can be anything but very pleased with Sony right now.
:good::good::good:
My experiences have been mixed. My x10 was a nightmare to get sorted, first one didn't work out of the box, it took 13 weeks to get a replacement
My arc however was the opposite, screen died but had a new handset in 2 weeks.
Good guy Sony
Just got my 6 month old Z1 replaced.. Initially they offered me a refurbished unit but I refused to accept it and mailed them and got into a conversation with them. I was able to convince them to offer me a New unit and they immediately did! A company that listens!
Hello all! Just had something wonderful happen.
I recently got the S5 Active from AT&T. The phone I was using beforehand was the HTC G1 (what a throwback!), so naturally when I get a phone that is supposed to block water from damaging it, I tried it. The surprising thing was, the first few times it worked underwater, no issues at all. Then, one day, to demonstrate to my friends how much better my phone was over iPhones everywhere, I dropped it in a pitcher of water in front of them, just like they did in the commercial. It worked immediately after, but a few minutes later it just shut off. I ripped off the cover and saw there was water everywhere by the battery. It looks like there was a little cut by the seal of the back, which is what I presume to be the culprit to be. The screen would not turn on, even after several attempts to resurrect it.
I ended up setting up a claim with Samsung, even though the man on the phone said they would not cover water damage at all. For kicks, I wrote a little note saying what happened, and how I would appreciate it if they could fix my phone, and slipped that in the package.
Low and behold, I received a new phone from Samsung! Even though they said I wouldn't get anything, a working S5 was just shipped to me. It isn't the one I sent in, so I assume it's a refurbished one. It also came with a new back and battery.
Anywho, I just wanted to explain what happened to give some peace of mind to anyone out there was frantically Googling what is going to happen to their water resistant S5 Active after water slips through the cracks. Cheers!
Hello.
Hey there,I am EXACTLY in the same situation as you are,please tell me what should I do now.I have left 22 months of warranty,I have the IMEI and serial number.But I can't find my bill (for purchase date they ask).I would appreciate if you help me mate.Im really scarred and I dont want to pay for the phone again.I guess the phone is totally damaged,as it doesn't even vibrate,turn on.It is completly dead.My cover was safely as my charger slot.And if they examinate the phone and the warranty cant cover the damage,what are the chances to ask for more than 200$?Please I need any information!
khryzye said:
Hey there,I am EXACTLY in the same situation as you are,please tell me what should I do now.I have left 22 months of warranty,I have the IMEI and serial number.But I can't find my bill (for purchase date they ask).I would appreciate if you help me mate.Im really scarred and I dont want to pay for the phone again.I guess the phone is totally damaged,as it doesn't even vibrate,turn on.It is completly dead.My cover was safely as my charger slot.And if they examinate the phone and the warranty cant cover the damage,what are the chances to ask for more than 200$?Please I need any information!
Click to expand...
Click to collapse
First of all the warranty is 12 months unless you bought square trade or something. And if the S5 active is anything like the S4 active, they don't advertise it but they will replace it because there's no way to tell whether it failed at being "water resistant" or was fully submerged. As for the receipt, sometimes they ask for it and sometimes they don't. If you can't get it replaced through your carrier, the best option is to use the Samsung support chat & they'll tell you what you need to submit. Otherwise the carrier should have a receipt on record
Water damaged Samsung Galaxy S5 HELP!
Hey, I read your thread and I thought it was exactly similar to my situation, except after calling customer service many times, they told me they would not replace my phone. I was wondering you talked to or requested on the phone when you called? Any tips? Did you write to anyone? Is there anything you'd recommend that I do?
My email is [email protected]
I'd really appreciate you getting back to me, thanks!
Hi I'm in the same situation. I was wondering how you went about doing this...
I used the live chat and she gave me a ticket number and told me to call the voice customer service people. I was wondering if that was all they did.
If you could please get back to me with info that'd be great my email is
[email protected]
Don't be fooled by Samsung and AT&T Commercials for the s5 Active!!!
Up until just a few days ago, I have been a very loyal Samsung and AT&T Customer. Both my husband and I have Samsung phones, Samsung Tablets, and have been customers of AT&T forever. I was EVEN thinking about purchasing the Samsung Smart phone. Not anymore.
It is beyond comprehension to me at this time that NEITHER AT&T NOR SAMSUNG will apparently stand behind their products! Although BOTH AT&T AND SAMSUNG advertise that the Galaxy S5 Active devise is rated IP67 using the Ingress Protection rating system! As the Samsung user manual AND the AT&T commercials state: "The dust rating is 6 (highest level of protection), and the water resistance rating is 7 (WATER RESISTANT UP TO 1 METER for UP TO 30 MIN). Watch their commercials ...but don't be fooled.
My phone was in contact with water for less than 3 seconds! ( It accidentally dropped in water and was retrieved almost instantly) LESS TIME THAN advertised:
The phone turned on for a few seconds...then went off....Then an hour later turned on with a green screen...then back off and was totally dead. I sealed the phone in a desiccator for three days and it still would not come on. Samsung service said yes, it was under warranty and to send it in. IF they couldn't repair it , they would send an new one. Guess what!? They lied. I just received my original phone in what looks like worse damage than I sent it and I have been told that the mother board is fried..( NO DUH!) And that voids the warranty?
My mind is spinning. I really loved my Samsung Active, but I am sooo disappointed in the Service and the fact that Samsung would not replace it since it was less than a year old!
I posted a complaint to Samsung's Mobile Facebook page and immediately got a response to private message them. I got the same "canned" response there as well. I may as well go bang my head on a wall. Thank you for taking the time to at least listen to my "rant".
This is how this is done!
If you are reading this post, you probably dropped your s4/s5 Active phone in a glass of water or decided to take it with you swimming. If you did, I am sure you have now realized the error of your ways! ANYWAYS.... if you want any chance of getting your phone fixed WITHOUT paying for the repair, just follow these simple instructions!
Make sure the phone is in warranty! If it's over a year old, the manufacturers warranty is expired and this is not info you need. They will not fix a phone for free if its out of warranty... (well, most of the time! lol)
IF ITS WARRANTY IS GOOD.... Read on! Or, I guess if it's bad just read on anyways... although most of this won't help you in that case...
The first thing you have to know before you even pick up your phone to call Samsung and the most important thing in this process, is to understand that Samsung is not responsible for ANY ACCIDENTAL DAMAGE, PERIOD! So with that out of the way....
Call up Samsung's Technical Support and Give the representative any information they need. Next when they ask why you are calling, simply tell them what symptom you are having and immediately state that you have verified that it is still under warranty and that you'd like to send it in for repair.
Now, you must watch what you say from here. your best bet is pleading the fifth, but they will ask you questions you are going to have to answer... Like, Has your phone suffered any physical or liquid damage?...
Well the obvious answer if you're reading this forum, is YES!!! But let's think about this real quick... If you're calling in about a G870a, it's specs show that it is ip-67 certified, which means it should be "dust and water resistant up to 1 meter and 30 minutes." So should that 5 seconds in a cup really have done it in??? Common sense argues, NO! And this should be your thought process when being asked the question I wrote in the last paragraph.
This is where most of you loose the chance of ever getting the phone repaired under warranty again! And remember you don't want to lie! If you do you'll just get an e-mail after sending it in telling you that the damage is NOT covered. They will then give you a quote for the cost of repair, and tell you that if you do not respond, the phone will be sent back to you AS IS.
So how do you get it fixed for free already?!?!?!?!
The goal now is to make sure you don't incriminate yourself! SOO.... If I dropped mine in a glass of water to show it off to friends and they asked me weather or not it was physically or liquid damaged, I WOULD say something like this...
"No, this phone has been taken care of VERY well it's whole time in my possession, and nothing has occurred that the phone was NOT built to handle based on the specifications listed on Samsung's web page for my SM-G870a specifically. It is in great shape and **** simply stopped working properly after it was briefly submerged in shallow water. I purchased this phone because it's ip-67 certification and it should be fine after such a small indecent!". (**** could mean anything from the LCD to the charger port and anything in-between)!
Now, a good rep will notate that information on your case and provide you with an RMA number, that is, if your phone was in fact under warranty still. Then they send you a shipping label and instructions. Now you just send the phone in following all their instructions. and you should get a nicely refurbished phone in the mail 7-14 days after they receive it!
Easy, right!?!?!
NOT EVERY TIME!!!
If the rep decides to tell you that the phone cannot be serviced under warranty and there will be a charge for the repair......
DON"T GET MAD! It will ensure the status of your phone to be flagged as "beyond economical repair" and it will no longer be covered under warranty again!
Simply tell that rep, that you disagree with that policy and ask KINDLY to speak to their supervisor. (remember, they are going to brief the supervisor on the situation before you talk to them and you don't want them degrading your character!!!)
When you are finally connected to the supervisor, you must be FIRM but KIND, and assert yourself as knowledgeable but not with too much confidence. In laymen terms, treat them like your Grandmother!
Tell them ONLY that you are attempting to send your phone, which in is warranty, in for service and that the previous representative told you it MAY not be covered under the warranty. Then, without hesitation, reiterate to the supervisor now, that this phone is listed on their documentation as ip-67 certified and that the conditions that caused the failure SHOULD NOT HAVE CAUSED THE DAMAGE IT DID!
After that, you must also make sure they understand that you understand that certain measures on the users behalf are expected to meet the ip-67 certification. They must be convinced that your were using proper operating procedures and were using common sense when the phone was damaged.
Any supervisor is going to have a very hard time arguing that type of common sense and will probably place you on a short hold before returning to the line and informing you that they will make an exception, but if the phone is found to be badly damaged, there may still be a charge for repair. AGREE WITH THIS!!!! They will create the RMA and send you the shipping label and instructions
WAS ALL THAT A WASTE OF TIME??? Are they going to try to charge me for the repair anyways??
Most likely not... it should be notated to the tech, and they usually overlook the liquid damaged, because of your conversation with the reps on the phone.
BUT in SOME CASES there is one last step to ALMOST 100% ensure the repair/replacement of your phone FREE of charge!!! and this will probably be the most important step for a lot of people! Especially if a lot of water made it into the device!
All I am asking is for you to "like my Business Page for Capital City Computer geeks on Facebook and comment on my Liquid damage post!
After you do, I will message you the last step!!!! I know a lot of you won't need this last bit of info, but it's the most valuable piece to the puzzle and can make the biggest difference!
Head over to Facebook and search for Capital City Computer Geeks to get the last step!!!!
And if you liked this post or succeeded with my help, please take a second to go there and like my page anyways!!
Maybe, just maybe that'll help get some more priceless info outta me
Good Luck Everyone! Let's make sure we all get what we pay for!
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