Database Develop

Warranty Advice please!

Hello Guys and Girls,
I recently sent my X1 back to SE for repair as the screen was glitching whilst in active calls (something I couldn't fix through repeated flashing from SE's update service).
I gave the call centre a ring and they advised me to send the unit to my nearest service centre, which I did. At the start of the week, I received an email from the service centre which read "Notification that unit is unrepairable" as the subject and the first thought that popped in to my head was new handset.. Lovely! Reading the email, I found the engineer had concluded that my unit was "Un-Repairable under the Warranty of the Manufacturer" and I was gob smacked, that was definitely not the response I was expecting.
So I gave the call centre a ring for an explanation of the reason and the lady pointed out that the engineer had found cracks in the resin. Now, this is not the case resin that most have complained about but the resin used to cover the main board's components. Yeah I've dropped the phone a few times but no more than most and it's usually in a sleeve when it does fall, so consumer damage seems like a poor excuse! So I asked the lady to escalate my problem because I don't believe that it was caused by me.
I received a letter from SE (sent recorded, signed for!) simply re-iterating what the lady on the phone had said to me and that "Unfortunately we are unable to comment as to how any form of damage has occurred we can only comment on the findings upon completion of the investigation". The best she could offer me was "a gesture of goodwill" by sending my unrepaired handset back free of charge (otherwise 11.75GBP).
I don't really care if they repair or replace, I just want my X1 back in a working condition. What can I do to make that happen? Any hints or tips I can take on board before I respond?
P.S: I’m having to use a Nokia 2330 until this is resolved!
Regards,
- DiLLio

Hi,
first of all: I'm sorry to hear that your xperia x1 is not working properly anymore. All I can say is that its gonna be a tough fight since...
DiLLio said:
Yeah I've dropped the phone a few times but no more than most and it's usually in a sleeve when it does fall
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what else is there to say? Reading your post in my eyes you could have caused the damage and here it really is goodwill you have to count on. And obviously it's too expensive for them to repair under warranty...so they will do everything to blame the damage on you...In my opinion you could only ask what they want for the reparation.
Good Luck!

Uhm, dude, you dropped the phone... That's pretty much there is to it. Dropping a phone, will break it over time. Stop being clumbsy, in the year and a half, I've dropped my X1 once, and that was bc it fell out of my coat pocket - luckily it was in a leather pouch.
Your only option is really to try and convince SE that the resin cracks are stress cracks from normal wear and tear, but that's going to be pretty much impossible to do if you told them you dropped it, or if your casing is all messed up from drop marks.

Thanks for the replies. I stand by the fact that it wasnt because of its time with the floor.
After receiving my phone back from K+N, I've had an engineer open it so that I can see and snap some pictures of the main board and satisty myself that it is infact what they say.
And would you believe it, not a mark on the main board. Nothing.
Gave a SE a call again and argued my point. Apparantly I won't be able to photograph these cracks. Why? Because they aren't visible to cameras. Haha! Okay, so what are they visbile to?!
"Resin which portects the components" would be the top coating/layer and, atleast, indeed be visible to the naked eye. They used a clear resin to coat the main board which would explain why a WORKING main board would show no signs; however, a stressed clear resin would turn opaque and they claim cracks in the resin would definately be visible. We saw nothing!
I've attached the photos and I'd love some insight into what we've missed.

Well now you've definatley voided your warranty if you took it apart...
They wouldnt try and fake anything - i've sent my Xpera to K and N about 3 times now and every time they've got it back to me within a week - First time was cracks - second was keyboard and third was camera. I'm sure these people know what they are talking about - all you can do now is make do.

comeradealexi said:
Well now you've definatley voided your warranty if you took it apart...
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I had my local phone repair shop do it for me, cost me 10GBP just for that!
comeradealexi said:
They wouldnt try and fake anything
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I agree, that would be highly illegal and immoral, but I dont believe that every one of their engineers is adequately capable of fault finding correctly. In my case, I got one who cant tell left from right. Can you see these cracks that they claim, or anything off on the main board for that matter?

I have exactly the same problem. Only difference is mine has never been dropped. The woman in the call centre said she would escalate it. Let's wait and see.

Well they clearly hadn't even bothered to open mine up so I hope they do that for you. If your casing is showing signs of cracking, theres a lengthy thread on here complaining about the build quality of the outer case.
The original issue I was having disappeared after I had the unit independently inspected so I solved the problem without SE Nice to know that they actually check the devices before they make their decisions though(!)
If you're having the same issue, I can only assume some sort of undue pressure is being put on a connection/component and causing the distortion on the screen. Else, it really is a more costly fault!

For cases like this I have a legal insurance (lawyers, expert's testimonies...). Not that I actually had to resort to it, but in case I'd have to... heh. But newer admit you had dropped your phone, no, no, you always kept it in a secured leather box barely using it at all

DiLLio said:
Well they clearly hadn't even bothered to open mine up so I hope they do that for you. If your casing is showing signs of cracking, theres a lengthy thread on here complaining about the build quality of the outer case.
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This is a different issue. It's not the case thats cracked it the resin thats cracked.

Nobody got any advice?

Hi i have just had a letter back from K & N saying my Sony W995 was not repairable under manufacturers warrenty, due to the engineer finding cracks in the resin. Is this a standard excuse as i have never dropped my phone and the reason for returning it to Sony was the Number 3 on the keypad was not working.
I have spoken to a girl on the phone and she says she will escilated the problem and has gave me a reference number lets see what happens.

As I expected i got a letter back from sony saying they stand by their decision that the warrenty did not cover the repair of my phone as crack were found in the resin and as a gesture of goodwill they would return my phone unrepaired free of charge.

Note 4 scratches/cracks itself!!!

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.
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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.
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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.
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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.
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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€

[Q] Replacing cracked glass on Note 4

My very late, in rush butt started running without realizing that my phone fell out. I got the phone back from a stranger after multiple attempts to unlock my phone and keep it. Anyways, my friends and I, we came to conclusion that my phone was ran over by a car, face down on the asphalt. Tech21 screen protector on it has multiple holes and dents from the surface of the asphalt. Luckily enough, everything is fine but the screen, of course. It cracked every where. Every tallest bumps of the road left a crack on the screen. I can barely read but actual screen is FINE. THANK GOD!!
SOOO end of story. I ordered repair kit on eBay but I was wondering if anyone went through changing the glass on Note 4 yet? am i the first one?? T.T
Edit: it's my first time replacing the glass but I've dealt with similar stuff before. If anyone would like a video of it, I could try to record it. If I crack my screen, people could cry with me or laugh at me.

kndchaos said:
My very late, in rush butt started running without realizing that my phone fell out. I got the phone back from a stranger after multiple attempts to unlock my phone and keep it. Anyways, my friends and I, we came to conclusion that my phone was ran over by a car, face down on the asphalt. Tech21 screen protector on it has multiple holes and dents from the surface of the asphalt. Luckily enough, everything is fine but the screen, of course. It cracked every where. Every tallest bumps of the road left a crack on the screen. I can barely read but actual screen is FINE. THANK GOD!!
SOOO end of story. I ordered repair kit on eBay but I was wondering if anyone went through changing the glass on Note 4 yet? am i the first one?? T.T
Edit: it's my first time replacing the glass but I've dealt with similar stuff before. If anyone would like a video of it, I could try to record it. If I crack my screen, people could cry with me or laugh at me.
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Record it please. I know someone will need to know in the future
Sent from my SM-N910T using XDA Free mobile app

Here's a video:
Hope this helps.

If a car ran you phone over I am very sure you have internal damage. Good luck
BAD ASS NOTE 4

Dropped my phone while riding my motorcycle. Glass cracked but the lcd and digitizer works fine. I ordered new glass online and called all the cell phone repair shops in my city. 1 person said that they have done it before so will be taking my phone this weekend to see if it can be fixed.

kndchaos said:
My very late, in rush butt started running without realizing that my phone fell out. I got the phone back from a stranger after multiple attempts to unlock my phone and keep it. Anyways, my friends and I, we came to conclusion that my phone was ran over by a car, face down on the asphalt. Tech21 screen protector on it has multiple holes and dents from the surface of the asphalt. Luckily enough, everything is fine but the screen, of course. It cracked every where. Every tallest bumps of the road left a crack on the screen. I can barely read but actual screen is FINE. THANK GOD!!
SOOO end of story. I ordered repair kit on eBay but I was wondering if anyone went through changing the glass on Note 4 yet? am i the first one?? T.T
Edit: it's my first time replacing the glass but I've dealt with similar stuff before. If anyone would like a video of it, I could try to record it. If I crack my screen, people could cry with me or laugh at me.
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Click to collapse
parags1982 said:
Dropped my phone while riding my motorcycle. Glass cracked but the lcd and digitizer works fine. I ordered new glass online and called all the cell phone repair shops in my city. 1 person said that they have done it before so will be taking my phone this weekend to see if it can be fixed.
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It would work better if you had the machine to separate the glass from the screen. I will say if the screen is badly cracked up you might have a really low success rate.
why not just buy a whole screen? they are under $200 the last time i checked on ebay. less risk and less headache.
you can even try just the glass after you replace the screen just to do it and if it works you have a back up, if not no loss.
i have a machine and hardly use it cuz how bad people break their screens today, whole screen is the safe bet.
i don't know if its the same in your area but most places charge $100-150 to replace the glass and most places don't reapply new adhesive to the digitizer and glass . so the glass is being held onto the phone by the frame only.

BACARDILIMON said:
If a car ran you phone over I am very sure you have internal damage. Good luck
BAD ASS NOTE 4
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Like your signature says, it's a badass Note 4. I've been handling android phones since MotoDroid and I can guarantee you that there's no internal damage to Note 4. Im still a flashaholic and my phones battery life and performance hasn't been effected at all. Yay me

kndchaos said:
Like your signature says, it's a badass Note 4. I've been handling android phones since MotoDroid and I can guarantee you that there's no internal damage to Note 4. Im still a flashaholic and my phones battery life and performance hasn't been effected at all. Yay me
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I agree completely. I dropped the phone on the road while riding and except the top right corner crack on screen there is no damage. Somewhat surprising because i must be atleast 30 mph and the force with which it fell, should have broken into pieces. Not even the back cover came off the phone.

I just finished after 5 hours of job. I'll post pictures when i can with my friends phone. I got b

kndchaos said:
I just finished after 5 hours of job. I'll post pictures when i can with my friends phone. I got b
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no update?

My screen cracked while snowboarding and Repairs Universe offers a new glass/digitizer assembly for $189. I contacted Samsung and they offered to repair it for $197.77, so for an additional $8 someone will do it for you. The only downside is you'll be without a phone for about 1.5-2 weeks.
I was worried about the stuff from Repairs Universe being genuine Samsung parts (wanna make sure I get a real 1440p screen and not Chinese knock off crap that's only 720p), so I contacted them. They assured me that it is a genuine Samsung screen, but they could have been lying to me just to get a sale. For that extra $8 I'll get genuine Samsung parts and it'll be getting done properly by someone that know what they're doing.
So for anyone that needs a new screen those are two options for you.

Face_Plant said:
My screen cracked while snowboarding and Repairs Universe offers a new glass/digitizer assembly for $189. I contacted Samsung and they offered to repair it for $197.77, so for an additional $8 someone will do it for you. The only downside is you'll be without a phone for about 1.5-2 weeks.
I was worried about the stuff from Repairs Universe being genuine Samsung parts (wanna make sure I get a real 1440p screen and not Chinese knock off crap that's only 720p), so I contacted them. They assured me that it is a genuine Samsung screen, but they could have been lying to me just to get a sale. For that extra $8 I'll get genuine Samsung parts and it'll be getting done properly by someone that know what they're doing.
So for anyone that needs a new screen those are two options for you.
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That's good to know, thanks for sharing. Yes, I agree, I'd go directly to Samsung as well, considering price is roughly the same.
Any chance you can share the phone/email of the department at Samsung you contacted? Would be good to have that handy.

xxaarraa said:
That's good to know, thanks for sharing. Yes, I agree, I'd go directly to Samsung as well, considering price is roughly the same.
Any chance you can share the phone/email of the department at Samsung you contacted? Would be good to have that handy.
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I went to their website on my phone, clicked on contact us, and did a live chat with one of their customer service people. It'll ask you to choose which product you're contacting them about (phones, TVs, appliances, etc) then what kind of phone. They'll ask for your IMEI number and all that jazz. I found them to be quite polite and helpful.
The only down side is you'll be without a phone for about 2 weeks, so make sure you have a backup phone to use or prepare yourself for terriblewithdrawal from not having your Note...

Guys the people you want to contact isn't Samsung. It's their only authorized repair service in the United States. The name is RSI found in both Plano and Hurst, Texas. Here's their website: www.repairsvc.com
Dealing with them directly should reduce your wait time.

holycow1 said:
Guys the people you want to contact isn't Samsung. It's their only authorized repair service in the United States. The name is RSI found in both Plano and Hurst, Texas. Here's their website: www.repairsvc.com
Dealing with them directly should reduce your wait time.
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FYI I just called these guys and they only replace the whole screen component for a flat $193 and it takes 5-7d.

richlin71 said:
FYI I just called these guys and they only replace the whole screen component for a flat $193 and it takes 5-7d.
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Might as well go through samsung if its that much

btort1 said:
Might as well go through samsung if its that much
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$175 deductible through tmo/assurance. Overnighted brand new phone BNIP, done.

richlin71 said:
FYI I just called these guys and they only replace the whole screen component for a flat $193 and it takes 5-7d.
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Yes, that's the price they charge. I was letting everyone know that these are the guys that Samsung uses. They use genuine OEM parts and are the only repair center in the United States authorized to do Samsung repairs. If you look earlier in the thread, someone said that Samsung charges $197.77 with a 1.5-2 week turn around. As you just said yourself, this method would be $5 cheaper and 2x faster than going through Samsung to get the same place to repair your phone. Just was putting it out there if someone wanted 100% assurance that they were getting genuine OEM parts but didn't want to wait 1.5-2 weeks that Samsung quoted them.

ummduh said:
$175 deductible through tmo/assurance. Overnighted brand new phone BNIP, done.
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Yup same reason I haven't cancelled the tmo 'jump' subscription. You do have to factor in the $10 per month subscription price though, so if you break your phone in 10 months, it's $275.

T-Mobile insurance to replace phone is $175 I just filed a claim on Saturday and got a new phone not refurbished today. The only problem is I had a Note 4 in White but they sent Gray since White was not in stock. I called T-Mobile and complained and got a $30 credit applied to my account so I really just paid $145

Note 4 possible manufacturing defect

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.
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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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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.
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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.
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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!
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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.
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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.

[Q] S6 Active Broken Screen Replacement?

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.
Suggestions??

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Sent from my Nexus 5 using Tapatalk

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