I recently purchased GSM Galaxy Nexus from Expansys-US and not long after that I accidentally dropped the phone and cracked the screen. I am currently residing in US. If this happens to you, do not expect assistance from Samsung UK. They cannot assist you if you do not reside in UK. Here is the email threads that I have exchange with Samsung UK.
My First Email
I have purchased Galaxy Nexus from expansys-usa.com, but I live in XXXXX USA. I have issue where the fortified glass is cracked around the front facing camera. I need to have this issue fixed. I registered my product on UK Support site and opened up inquiry. The response I received from UK Support is that they cannot help me at all since I do not live in UK. When I try to register the galaxy nexus on US site, I was not able to do so since it can't find galaxy nexus. I really need to find out how to get this issue resolve. Please provide me step so I can talk to someone that will help me resolve this problem.
First Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: XXXXXXXX
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I'm afraid that since your phone's screen was damaged this will not be covered under warranty anyway. I
would therefore urge you to bring your phone to a local mobile phone repair shop and ask them to repair it as
Samsung UK cannot repair this under warranty.
If you require any further assistance, please contact Samsung again and we will be more than happy to help.
Kind regards
Ciaran
Online Support Team
SAMSUNG Customer Support Centre
Second email I wrote is to ask if they can provide me a Service Center I can contact so I can receive the repair service. Here is the second response.
My Second Email
The answer you gave me is not very helpful at all. The problem is Samsung so-called fortified screen is not so fortified. It's cracked and for the ten billionth times I know that it's not cover under the freaking warranty. Now as Customer Service try to figure out how you can help me. There is no local phone repair store I know that can help repair Galaxy Nexus which has not been release in US. Why can't I send the phone to UK to get it repair? What's the cost of the repair? What's the cost to have the phone shipped back to me? Where can I send to the phone to be repair? Why can't you guys give me that information? If this is the kind of service I get from purchasing products from Samsung. I will refrain buying from Samsung altogether in the future. If you, Customer Service, can't solve this issue please escalate to your manager. If your manager can't do it, find someone who is competent and capable of assisting me in solving this issue.
Second Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: 2106733927
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I am sorry to hear that your screen has become broken.
I would suggest you get in contact with the following service centre to see if they will accept the phone in for
repair from outside the UK.
Regeneris Limited
32 Fountain Drive
Inchinnan Buisness Park
Renfreshire
PA49RF
Glasgow
Phone +44 141 812 1111
As this damage is not covered by warranty this is the best solution I can provide you with. I hope this resolves
the issues you are facing and you get your phone back soon.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards
Chris
Online Support Team
SAMSUNG Customer Support Centre
Then I contacted Regeneris Limited in UK for service assistance. Here are the following email message between Regeneris and myself.
My email
Support,
I was recommended by Samsung to contact Regenersis in regards to repairing cracked screen on Samsung Galaxy Nexus. I also have been informed by Samsung that the warranty does not cover cracked screen. If Regenersis can service cracked screen on Galaxy Nexus, I am curious to find out the cost of the service plus the price of shipping to XXXXX, US. Approximately how many days will it take to fix the problem?
The screen is cracked around front facing camera.
Regenersis Email
Good Morning
Thank you for your email.
Can you please advise if you purchased your handset from the UK.
If you did then we will be able to repair this for you.
It costs roughly £100-200 for the screen to be repaired plus about £10 to return the handset back to the US.
Regards
lorna
My Email
It was purchased from http://www.expansys-usa.com/
Regenersis Email
Hi
As this handset was purchased from the USA we are unable to repair this here.
You would need to contact Samsung to find out where the handset can be repaired in the USA.
lorna
So far as you can see I have been receiving a great customer service. Even though I bought my phone form Expansis-US which is part of Expansis in UK, I was told that they cannot do anything for me in term of service. Then I wrote back another email to Samsung UK and here is what I have received for the reply.
Third Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: 2106785983
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I am sorry to hear that your screen is broken and that Regenerise is unable to help you.
As you are not in the UK I cannot offer further support in this matter. You will need to contact SamsungUS to
find a repair centre in your area.
This information can also be found on our American website.
www.samsung.com/us
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards
Chris
Online Support Team
SAMSUNG Customer Support Centre
From that email, Samsung UK literally informed me that I am SCREWED for purchasing their product not specifically made for US market. I am hoping that since the release of Galaxy Nexus even though it’s not the same as GSM version, I would be able to get some sort of assistance in repairing my cracked FORTIFIED screen. Please find someone that can help me getting this issue resolve. If you are going to email with the similar answer to Samsung UK, please don’t bother. I want a resolution to cracked FORTIFIED screen.
Suggestion for resolving this issue:
• Provide me a service center in US where I can service my phone.
• Provide me the cost of repairing the so called FORTIFIED screen.
• Provide me that length of time it will need to fix the issue.
I just opened up another ticket with Samsung US. Since Verizon Galaxy Nexus is available in US, I am hoping that Samsung US can help me with the problem. Stay tune for future update.
I'm probably not offering much help, but maybe you could try contacting Samsung CDN and get the info you want.
Just a thought.
Hope you get your phone fixed.
Apologies if this sounds rude, but you should've asked expansys if they would be willing to ship your phone to the UK for repairs before buying it or at least looked up Samsung's international warranty handling (as you found out-nonexistant). Handtec states in their terms that they are wiling to do this if you ship the phone to them, expansys makes no mention at all about the warranty of this phone.
I'm sure if you can buy the glass from ebay or another seller and take it to a local phone repair shop they can fix it for you.
Also-I don't believe cracked glass is covered under warranty, you would have to pay for it out of pocket regardless.
So you dropped your phone, and after one email from Samsung basically telling you it's not covered (because its not) you decided to be an ass to the customer service rep? Real nice.
I was also under the impression that Expansys-USA would handle the warranty situation for you, similar to the way Handtec does (i.e., you send the phone to Expansys, they send it to the UK to be serviced, it gets sent back to Expansys, and Expansys sends it back to you). Have you contacted them as the poster before me has suggested? Please keep us updated. I'm curious to hear how this is handled.
You went about this all wrong.
First, you need to contact expansys and use them as an intermediary.
Second, your email to Samsung USA is laughable. You seem to think that because your phone has a fortified screen, it should be invulnerable to damage.
Third, being kind and constructive will achieve more than being snide, condescending, and sarcastic. I am confident you will learn from this valuable experience.
Sent from my Galaxy Nexus using xda premium
you will not get warranty period
even if you did buy it locally
a screen damage is a PHYSICAL damage, no factory warranty covers that.
only if you buy expensive no hassle warranties from like Best Buy and such, and they will only let you fix it ONCE! that's all
just google or search ebay for replacement screens, and do it youself as many members have done in the forum
average $200 ~ $250 + shipping cost + taxes where applicable
or better yet, chop the phone to pieces and sell it as part you get more money out of it that way, then buy a new phone
This is called grey market electronics and has always been iffy.
Stock ICS OTA 4.0.3
AllGamer said:
you will not get warranty period
even if you did buy it locally
a screen damage is a PHYSICAL damage, no factory warranty covers that.
only if you buy expensive no hassle warranties from like Best Buy and such, and they will only let you fix it ONCE! that's all
just google or search ebay for replacement screens, and do it youself as many members have done in the forum
average $200 ~ $250 + shipping cost + taxes where applicable
or better yet, chop the phone to pieces and sell it as part you get more money out of it that way, then buy a new phone
Click to expand...
Click to collapse
I don't think the OP expected the screen to be fixed free of charge. Normally, if you crack your screen, the manufacturer will fix it for you for a price. For example, my mother shattered the glass on her Nexus S a few months ago and Samsung US had her send it to them and replaced the screen for something like $150. I assume this is what the OP was looking for.
the thing is on his emails tone, and the way how Tech Support or Customer Service people reads it is
"i want my screen replaced free"
so they will automatically give them the typical reply which you see quoted on the first page
he should have sent an email asking
"Which service centre do i sent my phone, to have my broken screen replace, and how much the repair it cost?"
then you will get the proper response from the CSR people or TS people
AllGamer said:
you will not get warranty period
even if you did buy it locally
a screen damage is a PHYSICAL damage, no factory warranty covers that.
only if you buy expensive no hassle warranties from like Best Buy and such, and they will only let you fix it ONCE! that's all
just google or search ebay for replacement screens, and do it youself as many members have done in the forum
average $200 ~ $250 + shipping cost + taxes where applicable
or better yet, chop the phone to pieces and sell it as part you get more money out of it that way, then buy a new phone
Click to expand...
Click to collapse
Don't mean to be rude but Best Buy's warranty is about $10 per month which is a few dollars more then carriers insurance and you get unlimited repairs, you just have to wait the 2-5 days it takes to get the refurb back. Know this from personal experience, I've sent some kids iPhone out about 5 times for cracked screens because he refuses to get a case because he doesn't have to worry about paying deductibles and nonsense.
On topic: Try buying a screen and checking out local computer repair shops. I know where I live if you buy the screen my local computer repair shop will replace it for a fee.
mcp2009 said:
Don't mean to be rude but Best Buy's warranty is about $10 per month which is a few dollars more then carriers insurance and you get unlimited repairs, you just have to wait the 2-5 days it takes to get the refurb back. Know this from personal experience,
Click to expand...
Click to collapse
that's a different warranty, the one i had in mind was the $250 for the life of the phone, and it is transferable to the refurb or replacement phone.
but it was not a monthly payment of $10
that might be a different plan i'm not aware of
either case i would not pay monthly, that's probably how they recoup the loses, as you will be forever paying until you cancel it
From what I've read it's near impossible to replace the glass in the phone because it's fused to the housing. Have to replace the screen and housing with glass.
AllGamer said:
the thing is on his emails tone, and the way how Tech Support or Customer Service people reads it is
"i want my screen replaced free"
so they will automatically give them the typical reply which you see quoted on the first page
he should have sent an email asking
"Which service centre do i sent my phone, to have my broken screen replace, and how much the repair it cost?"
then you will get the proper response from the CSR people or TS people
Click to expand...
Click to collapse
Agreed. OP, you definitely could have used a different tone. Either way, contact Expansys and see what they tell you. And please report back here once you do, if you don't mind. I'm sure a lot of people would be curious to hear how this will be handled.
OP, your communications with the service center is awful. To the point I could call you an ass.
The first thing you did wrong was contact Samsung UK even though you live in the US
Basically, you're like "I bought a motorcycle from Brazil and now I've gone through customs, imports, registration in Japan so I can ride it. Brazil, even though you didn't authorize the export of the motorcycle, even though you don't operate in the Japan market, even though you guys speak a different language, even though you're half a world away, I want you to take care of my motorcycle cause I crashed it into a car."
Am i missing something? You broke the screen, the GSM verison isn't avaiable in the us. You bought the unlocked UK version, find a local shop and get it repaired. No need to be an ass. Samsung didnt do anything wrong here.
I already contacted Expansys-US and there is nothing that they can do for me. They suggest that I contact Samsung UK. Those are series of emails, not just one emails from Samsung. I was polite at first but after series of emails without any answers to my questions I started to get angry.
I already know from the second email from Samsung UK that it's not cover by the warranty which I am ok. I am willing to spend money to fix the screen. It takes another 4-6 emails for me to find out that service center in UK cannot do anything at all even though I am willing to pay for the service.
In the end all Samsung could do was to inform me there is nothing they can do for me. All I want is a place where I can send my phone to be service, and I will pay for it. That's not much to ask. If they can answer my question at the beginning, I would not have been rude to them. After series of emails, I had enough. I just want to let folks know that's all.
The answer you gave me is not very helpful at all. The problem is Samsung so-called fortified screen is not so fortified. It's cracked and for the ten billionth times I know that it's not cover under the freaking warranty.
yeah, that kinda tone wont garner you any sympathy, especially if its your "SECOND EMAIL' - not quite the billionth time
grow up
The fact that you bought a grey market item means there is no warranty. ADD to the fact that you are talking to the UK arm of Samsung makes it a tough situation.
Expansys-US probably did not help you because they knew that this was something that is not covered under warranty. What did you expect them to do? Find a place that you pay to repair it and have them handle it? That's on you.
You probably will not find any luck having to do anything with the UK. Maybe try Samsung US and say you bought a Verizon GN and ask them if they would be able to repair the screen for a cost? Or ask them where you could send it?
aldo37 said:
Expansys-US probably did not help you because they knew that this was something that is not covered under warranty. What did you expect them to do? Find a place that you pay to repair it and have them handle it? That's on you.
Click to expand...
Click to collapse
I wonder if this is indeed the reason Expansys didn't help, or whether they never help w/ warranty replacement. I have a friend who wants to order the Galaxy Nexus from Expansys since they're in the U.S. I e-mailed them for him yesterday asking what their warranty policy is, but they haven't gotten back to me yet. I'm wondering if it's because they don't help you out at all. If this is the case, I don't know why anyone would order through Expansys, when companies like Handtec will act as your intermediary for warranty claims.
Just recently purchased a galaxy s2 and rooted it. Went through process of flashing a rom ([email protected]!!%[email protected]%@) was actually in the i900 forums. So now that I have a brick first one ever, who has done what with theirs?
Sent my brick in to for warranty repair to samsung, received on thursday 1/19. Currently in the "repair status". Will it be repaired without charge? From reading other forums with same sitatuation I have read that it will most likely be repaired under warranty. Any input is helpful! thanks
Update 1/23
Called samsung for update
REPAIRED UNDER WARRANTY!! through samsung
Phone should arrive 1/25 or 1/26, not much detail on repair other than it was fixed.
Hopefully I'll get more info once it comes back.
1/24
Original Problem:
TECHNICAL INQUIRY - POWER - WILL NOT POWER UP
Problem found:
NO POWER UP
Solution:
REPLACED COMPONENT
If you have any additional questions, please call us at 1-888-987-4357
I had mines exchanged for a brand new one and they had no idea the previous one was rooted.
Sent from my SGH-T989 using Tapatalk
agentg1001 said:
I had mines exchanged for a brand new one and they had no idea the previous one was rooted.
Sent from my SGH-T989 using Tapatalk
Click to expand...
Click to collapse
was it exchanged through tmobile or samsung?
Tmobile does the exchange for you as a service to their customers. The actual warranty is through Samsung. To answer your question should you have it exchanged No because flashing the ROM voids the warranty however will they? Probably.
well, only send it in if the phone doesn't turn on at all, if it turns on to even a boot screen or anything I wouldn't recommend warranty exchange. it was done through Tmobile over the phone .
Sent from my SGH-T989 using Tapatalk
Bought it off Craigslist , plus I'm not with tmobile. It doesn't power up or anything , not to worried about it just curious to as what others have done
okay, called samsung customer service today to get an update on the phone!
It has been repaired !!UNDER WARRANTY!! current status is its waiting for a shipping label to be printed. Should receive the phone by thursday or friday most likely. Not 100% sure as to what they "repaired" customer service rep somewhat vague on what was done. So hopefully more info once it arrives in the next few days!
my IMEI is under warranty but i bought it off craigslist. do they require proof of purchase?
how did you initiate a warranty repair? i would like to send mine in.
are the numbers below what i should use? or is there a better way to do this.
SAMSUNG
Phone Number: (201) 229-4000
Technical Support: (800) 726-7864 [1-800-SAMSUNG] [PRESS 2]
Heeeeeeey same thing happened to me. Trust me on this. I did the same thing: flashed a MIUI Rom for an i900. Bricked it and I was like "say whaaaaaaaaa?". So I called Samsung, told them I had turned the phone off, pulled out the battery, inserted my SD Card/SIM Card (whichever you prefer), and turned it back on but nothing. Ten they'll ask you to plug it in with and without the battery and just go along with it. Tell them nothing is responsive and blah blah blah. IF THEY ASK IF ITS ROOTED SAY NO!!!! They can't check it because the ROM counter got reset. They replaced my motherboard. Sure it'll take about two weeks but it'll be back.
Here is a screenie with proof. http://i44.tinypic.com/2rpw40x.png
So yeah just call em. If you need anything, feel free to PM me .
Think mine was same as yours, should arrive thursday or friday.
Hello, I have a Hardbricked epic 4g touch and would like to know if it's possible to get it repaired or replaced without having Sprint service or insurance. I bought it off of Craigslist to use as a wifi device and didn't read carefully and Hardbricked it at the beginning of April. I tried sending it in to Samsung but it was classified as Beyond Economical Repair from Electro-Mechanical damage. I am willing to pay to have it repaired. Thank You
WTF??? I've had good experience with Samsung's repair, I had an old Epic that I'd bricked (my fault) so I microwaved it for a couple minutes so it wouldn't turn on, and they replaced it.
mjstallion said:
WTF??? I've had good experience with Samsung's repair, I had an old Epic that I'd bricked (my fault) so I microwaved it for a couple minutes so it wouldn't turn on, and they replaced it.
Click to expand...
Click to collapse
Yeah I'm pretty sure it is people like you who deserve no service at all, ruining it for everyone else with honest issues or fault device's.
@ OP, I've heard of certain sprint stores replacing your device as long as it's still under the 1 year warranty, some charge a 35$ fee.
Sent from my SPH-D710 using Tapatalk 2
The bug was recently acknowledged, so they may start choosing to not repair any device affected by the emmc bug.
http://www.xda-developers.com/android/hard-brick-bug-on-galaxy-s-ii-and-note-leaked-ics-kernels/
Reading that will give you an idea of what the actual issue is.
mobiletechvideo.com 50 bucks if they can bring it back to life quick turn around
Febby said:
Yeah I'm pretty sure it is people like you who deserve no service at all, ruining it for everyone else with honest issues or fault device's.
@ OP, I've heard of certain sprint stores replacing your device as long as it's still under the 1 year warranty, some charge a 35$ fee.
Sent from my SPH-D710 using Tapatalk 2
Click to expand...
Click to collapse
Will they be willing to do it if I had no Sprint service? I tried to contact Asurion and they stated that the only way I could get a repair would be to put a device on an account. I even offered to pay whatever it costs to repair but they aren't able to due to them charging by putting deductible on the Sprint account.
Mattheyu said:
The bug was recently acknowledged, so they may start choosing to not repair any device affected by the emmc bug.
http://www.xda-developers.com/android/hard-brick-bug-on-galaxy-s-ii-and-note-leaked-ics-kernels/
Reading that will give you an idea of what the actual issue is.
Click to expand...
Click to collapse
From what I read, it seems to be a bug in the firmware or driver that controls the eMMC chip. I wonder why they still wouldn't offer repair service to people willing to cover the costs...
Ralphie1 said:
mobiletechvideo.com 50 bucks if they can bring it back to life quick turn around
Click to expand...
Click to collapse
I tried to contact mobiletechvideo and even got as far as paying for repair service but then I told him how I got my hardbrick and he said he wouldn't be able to repair it and offered me a refund.
sorry to hear sound like its just a paper weight now.
I bought my galaxy nexus on eBay recently only to find out a couple weeks later that it has the charging issue where it thinks its charging when its not
I looked up the devices warranty and it expires next year in February
Now does anyone know if Verizon will actually give me a replacement device?
Well they will clearly know that you are NOT the original owner of the device. So they have absolutely every right to NOT honor any warranty obligations to you. Did it cross your mind and call *611 and ask though?
good day.
chopper the dog said:
Well they will clearly know that you are NOT the original owner of the device. So they have absolutely every right to NOT honor any warranty obligations to you. Did it cross your mind and call *611 and ask though?
good day.
Click to expand...
Click to collapse
Dude get the f*** out of my thread, you don't have any contribution then you do not need to answer
It's been my experience with other carriers that they will honor the warranty regardless of the owner as long as the device is not reported stolen.
Verizon will not unless I can come up with the order number which all I ha e to do is contact the seller and ask for it, I'm going to instead open a dispute with the seller due to the fact that he sold me a faulty device
Sent from my ADR6425LVW using Tapatalk 2
superchilpil said:
Dude get the f*** out of my thread, you don't have any contribution then you do not need to answer
It's been my experience with other carriers that they will honor the warranty regardless of the owner as long as the device is not reported stolen.
Verizon will not unless I can come up with the order number which all I ha e to do is contact the seller and ask for it, I'm going to instead open a dispute with the seller due to the fact that he sold me a faulty device
Sent from my ADR6425LVW using Tapatalk 2
Click to expand...
Click to collapse
Take a chill pill
Good luck with your endeavor. As Verizon won't honor the warranty without that information, I hope you can get it from the seller. Needless to say I think it should be on the seller and not Verizon's warranty to have to resolve your issue, unfortunately the world doesn't usually work as it should. Either way, I hope your issue gets solved. Although, if it's just the charging board it shouldn't be so hard to get it fixed yourself.
JaiaV said:
Take a chill pill
Good luck with your endeavor. As Verizon won't honor the warranty without that information, I hope you can get it from the seller. Needless to say I think it should be on the seller and not Verizon's warranty to have to resolve your issue, unfortunately the world doesn't usually work as it should. Either way, I hope your issue gets solved. Although, if it's just the charging board it shouldn't be so hard to get it fixed yourself.
Click to expand...
Click to collapse
Just having a rough day at work
It should get fixed per the seller, his ad in eBay stated it was in perfect condition and perfect working order which it wasn't when I received it but I blew it off because it wasn't that bad cosmetic damage
Easily disputed and I'm sure I'll win
But taking it to Verizon was a simpler method
Sent from my ADR6425LVW using Tapatalk 2
Hello Guys,
after I had issues with my HTC One X (screen flickering and distorted and some times not waking up and not turning on..)
I decided to send it to repair.
The problem is that the phone is not under Warranty. I got it from a friend who got it without warranty from Dubai.
Bottom line, the repair center called today and told me that the motherboard is at fault and needs to be changed..
and they don't know where to get it from and that probably it is very costly and that I should just throw it away !!!!
Any idea if I can send it abroad for repair ? or order online the motherboard ?
We do not have HTC repair center in Lebanon...(middle East).
Any help is welcomed.
Thanks a lot guys !
I think that's an expensive repair. Not meaning to be rude, but why the **** would you get it without warranty?
Sent from my HTC One X
I was fooled.. and thought it was under warranty...
Any idea where I can get that motherboard ?
I am expecting it to be expensive... But I bought for 400Bucks... so I will pay 200 to get it fixed... better than throwing away 400 no ?
Thx
I dont think you can buy just the motherboards. I have never seen the motherboard for sale. I suppose you could buy a smashed one. Id get the phone back from the repair place. Sell it as broken then buy a new phone with warranty.
pierreammoun said:
I was fooled.. and thought it was under warranty...
Any idea where I can get that motherboard ?
I am expecting it to be expensive... But I bought for 400Bucks... so I will pay 200 to get it fixed... better than throwing away 400 no ?
Thx
Click to expand...
Click to collapse
What does this mean without warranty and you thought it has warranty?
From what I gather, the phone should be still in the one year warranty period from htc. As its not a year out.
If you have a proof of purchase this should be enforceable.
If its not unlocked etc. Even then you might have a shot as they already said its a hw problem.
pierreammoun said:
We do not have HTC repair center in Lebanon...(middle East).
Any help is welcomed.
Click to expand...
Click to collapse
PM hamdir. He's in Lebanon and something of an HTC expert. He might be able to direct you.
http://forum.xda-developers.com/member.php?u=1144067