New poster here and searched the threads but didn't find much relevant. Interested in knowing about anyone's experience with Samsung for the Galaxy Nexus GSM (Play Store). Mine has been horrid. My mic and ear speaker seemed to stop working. After searching found out the phone thought a headset was connected at all times. Seems like a common problem. Used an app to bypass but its annoying to turn it on and off so did a warranty return.
Sent it in the original box. When Samsung received it they said in the notes that it wasn't properly packaged. They also marked the screen and camera lens were damaged due to scratch. I knew about that. Simple keys in pocket issue but not worried about that. Normal wear and tear and my fault. Scratches are minor noticeable but zero problem.
A few days later I receive an email that they are now going to charge me about 200 to repair including the LCD. Said that the LCD had water damage. Its never been near water nor did I report or have a problem with the LCD. Called and got what I thought was their offshore support (which I had no issue with). When I said I did not feel a charge of 200 was appropriate and questioned the water damage they transferred me to the US to escalate. I had to call back a second time because the first was outside of central time hours.
Here then support rep was inflexible and almost rude. Said that they discovered water damage on the LCD. When I said the phone has never been near water, the screen worked fine, and in reported it for a microphone jack issue he said it didn't matter. They could tell it was water damaged from the type of damage (no idea how they could include this) and that Samsungs policy was they could only fix all or none. So it was $200 to fix a non broken LCD and presumably my actual problem (the headphone jack) or nothing. I said forget it, return it, and I would escalate it later. Got it back the following week. My box was gone... just returned it in the air filled packaging ,material.
Further the phone is now worse. They didn't put the screen back on well and little red tags stick out the front. Its uneven. And I found the proximity sensor is no longer working. And it doesn't always seem to charge. Has become nearly useless.
Going to call back on Monday and see what they say. Followed by a written letter then if that doesn't work may pursue legal options.
There is no visible water indicator. Nor did it ever get near water.
Thoughts? Anybody have similar stories with their galaxy nexus. Going to make me think twice about buying a phone through the play store. Already had problems with the nexus 7 but at least Google handles the returns themselves for the first 14 days.
Dave
just have them fix it and then dispute any charges. much easier that way I would think.
Maybe not the same device but here goes.
I'm in UK . My galaxy tab 10.1 had a dust particle right in the middle of the screen. To be honest it didn't look like dust but something like white/cream gel type dot. Rang Samsung they said to send it and will check it out. Next day (less than 14hrs) got a plastic bag with bubble wrap and instructions what to do.
It said DO NOT SEND CHARGERS , MEMORY CARD OR ORIGINAL PACKAGING. Although bubble wrap was bit to short I've "wrapped it" in a piece of cardboard box.
Week later device has been repaired and sent back to me (need to go to post office on Monday to collect it tho.)
Now second device was my girlfriends galaxy s 2. De ice has a problem with USB port. And it impossible to switch it off as seconds later it powers on again by itself.
Rang Samsung. Guy was great had my details from previous device just asked me to confirm it. Also we can't find right proof of purchase. Asked him if we can send copy of the phone contract that states when device was bought. Now here is the best answer I've heard in my life.
" if you can,send it. If you don't have anything it doesn't matter we'll still fix it for you.". w00t.
That call was made at 5pm Friday (post office collects last letters and packages etc at 5.30pm). Saturday 8am got an envelope . And also in the manual it states; do not send original packaging although please send the charger.
Outcome of that one will be unknown as need to send it on Monday.
So getting your phone without a box is probably your fault. Secondly I would ring them and tell them that you only wanted to fix the speaker and whatever else and jot the screen as in your opinion it works perfectly fine so its unnecessary repair job and additional cost to you. Check some consumer laws if they can do that as well just to have some background in the fight
Sent from my Galaxy Nexus using xda premium
Isn't the warranty for the play store nexus US-only? At least that's what I heard.
For all it's worth, I had very good experience with the Samsung service center here in Singapore with two locally purchased sets.
Update
Thanks to those who replied. The missing box was the least of my issues...they asked that I send it in suitable packaging. I thought the original box would do. My real concerns are that they wouldn't fix my reported problem due to the alleged water damage to the working (and completely unrelated part), and further left me with a phone in worse shape (proximity sensor now non-functioning and the little red tabs from the non-properly sealed screen). I called today spoke to two people at the Samsung service center. Both listened, took notes into the system. Apparently because my original ticket was "cancelled" they lost most of the record of it. They suggested I contact an email for the "Office of the President" (providing the email). At least they were understanding and said that I had options. It was night and day compared to the original support rep that my issue was escalated to.
Will update again when I hear back from the Office of the President.
And yes, this was a Play Store Galaxy Nexus, so it does have a Samsung USA warranty.
Office of the president? - lol!
They should certainly make it right to you. And don't believe that crap that they lost history of the original ticket. That is just some BS. If you don't hear from them soon call again and escalate to the manager and threaten to escalate even further. Remember that saying about squeaky wheel and good luck.
Sent from my Galaxy Nexus using xda premium
Quick update... I heard back from the "Office of the President" the morning hour I sent the email with the detailed background and request to fix the problems caused by the "cancelled repair" along with the original problem that I attempted to have fixed (headphone sensor). Said while they don't usually cover moisture damage they agreed to fix. Had a shipping label and all in less than 12 hours from my email. Got the phone back today...as good as new. They even fixed the scratched screen (which I wasn't expecting at all). In the end a happy customer and will buy Samsung again. Probably the situation worsened by the one bad apple support rep that refused to do anything but cancel my repair or take my repair without giving me an escalation route.
So if anyone experiences anything similar simply ask to escalate. They'll give you email for the office of the president where you can make your case.
Related
So sometime between friday and today I've managed to crack the glass over my camera. I have no clue how this could have happened since I have it in a seidio innocase, and the camera rests below the case. I don't get why they didn't use the same type of glass for the camera as they did for the scree!
In any case, I'm not sure what to do to fix it? I'm still within my 30 days (barely!) but I'm not sure if it's a widespread enough issue for me to try and get them to replace it.
Any advice you guys can give me would be appreciated.
Huluk said:
So sometime between friday and today I've managed to crack the glass over my camera. I have no clue how this could have happened since I have it in a seidio innocase, and the camera rests below the case. I don't get why they didn't use the same type of glass for the camera as they did for the scree!
In any case, I'm not sure what to do to fix it? I'm still within my 30 days (barely!) but I'm not sure if it's a widespread enough issue for me to try and get them to replace it.
Any advice you guys can give me would be appreciated.
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They have to replace it if it's within 30 days. Go replace it no way you can fix that.
So basically tell them to fix it or that i'll return the phone and cancel my service? (i'm also a new customer)
well if you have the insurance that may help a little.. but im not sure if you would have to pay that crazy $100 fee
I'm not sure they'll take it back in the 30 days, since it's not a defect and the phone isn't in "like new condition." You broke it, so they probably won't accept it.
If you haven't purchased the phone insurance yet, I would just purchase that and then wait a while and attempt to get it exchanged that way. Also, a repair facility might be able to replace it..?
As I said on another forum, if you end up pulling out the glass (because it is very easy to replace yourself), take some measurements. We should be able to get a sapphire lens that will replace it and be much more durable.
I read somewhere, either here or one of the other forums that the camera lens cover is actually made of plastic. The poster said he heated a pin and was able to push it through like a hot knife through butter.
Minjin said:
As I said on another forum, if you end up pulling out the glass (because it is very easy to replace yourself), take some measurements. We should be able to get a sapphire lens that will replace it and be much more durable.
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Interesting... Got a link?
I turned the phone over on day 18, and yes, my glass has a "popped" right down the middle. I babied this thing in a gooey case, b.c even though 2.5 years with an iphone with no case and no issues, i thought htc was being gusty with their protruding camera, so for that reason alone I went with a case.... and NO WAY, crack. and i did the run around yesterday. I called HTC, and even thought the person who called the rep right before me complained of the EXACT same issue, short ownership and glass crack, they said sadly the crack is considered physical damage and not yet a issue htc is aware of. so i called a local Sprint store who said oh yeah, no problem, your within the 30 days right? yes, call this number at sprint headquarters, they will send you a new one and a box to send the old one, bla bla bla like its totally no problem, however, the corporate sprint rep kindly regrets i have been misinformed, and its physical damage. then i call the local store back and they are bummed and send me to a different store, a cooperate repair place who they believe would swap it out. this guy says, bummer, looked at it via a microscope, says its a plastic sheet cracked straight through with small perpendicular cracks and due to popularity they don't even have any repair parts... basically they get them as people smash their front screen, then they part them out. b.c. the phones are so new and popular, they don't have any (i'm in a 4g area). so he just said take the phone to any cooperate store, not bestbuy radioshack, (third party dealers) and say that i received the phone damaged, and just noticed it now, and they should they will swap you with one due to being in 30 days. So i will try that today, but i feel caught in a catch 22. its not even 30 days and the device breaks, which qualifies as physical damage from the customer, so no one will swap phones with you, and b.c its so new and hard to get, no one has parts even, repair facilities, so our 30 day window will run out before we can get it fixed for free... Next day i try a second corporate store, for sure the cracked high strength plastic is considered physical damage so there is no way to return phone and cancel service, you will still be stuck with the cost of the phone. so. because its still early, you can add insurace 7 bucks a month, 100 buck deductible. so basically my options are 107 for a phone with a perfectly sealed camera that doesn't create any glare in low light pics or pics shot into a light source, or i can just ride it out, and hope over time htc does something or parts become available via ifixit.com. so. mega bummer no idea how it broke, obviously everyone who looks at the single crack has to believe you somehow maliciously directly hit it on something with a protruding point, and i'm pretty sure it wasn't there when i got it, but i do know i didn't do anything out of the ordinary, so its a real puzzler. but, i would say if you have this issue, take it to a sprint repair facility if only to have the tech log the problem on thier system ,b/c then more techs will add notes to the issue and sprint/htc will have actual legit feedback to see if its a trending problem. even though you are going to get nowhere, even within the 30 days, make the complaints so the problem get's noticed. oh and did i mention i bought 2 one for me, one for my wife... with hers, so far so good. would love to hear if any others had luck fabricating one out of sapphire or something else really durable. its got to be a 20 cent piece of plastic.
That sucks man, sorry to hear that. I know other people have had the same issue. Hopefully htc owns up and fixes it.
So,
Just got off the phone with Samsung customer services, and I've got to say it left me worried about the competence of their "engineers". There's a single hairline split on the glass originating at the receiver aperture. Fair cop, I can see why they would want to charge for that at first glance. However, according to them, the crack has damaged the LCD panel causing it to leak onto the main circuit board and damage that..... :laugh: Couple of problems with that - it doesn't have an LCD panel, it's OLED. Nor will an LCD (or an OLED) "leak" even when damaged. And finally, the main board is not damaged and is working 100% perfectly. Is this level of utter, utter incompetence, technical ineptitude and fraudulent behaviour normal for Samsung, or is it just Regenersis? What's been your experience with either? Have I just been unlucky, or are they better than this? What are my options, as they gave me none. Apparently their "engineers" are "highly trained" and their judgement cannot be over-ruled....
Cheers
Previously I was having Galaxy Fit and got my lock button damage somehow when I give them to repair they return it after 3 days and with no screws inside
I have no idea why such hurry then I mailed on customer support then they called and apologise on behalf and said to give phone again to service centre.
Just a Crap Experience
I have one more to share its still on will share when all done
Sent from my GT-N7100 using xda premium
When I lost my IMEI, first thing I did was to take it to the Samsung customer service, they took my phone inside and after about 5 minutes one of the stuff came back with the phone in the hand and told me that they have to change the entire motherboard and that will cost me $370 USD.!!
Something that I did it by myself and for free after googling around for couple of weeks or so and restored back my IMEI.
They also bent me over. Sent mine for repair, they charged me a rediculous ammount and then sent back somebody elses phone.
I'm anal when it comes to my phone, mine are always kept pristine. I knew as soon as I opened the JIFFY BAG (unprotected inside) that this wasn't my phone. The one they sent back was battered as hell. They swore it was mine and lucky for me I still had the original reciept that had the IMIE on it. When I sent them that they conceded and "found" mine. Then when I got mine back there were pick marks around the bezel where they had opened it. I'm not a happy buuny. The stories and lies I heard over the phone were incredible.
Love the phone.... don't trust the repair centre.
To add insult to loss all told I had to drive an accumulated 120 miles to and from the authorized repair centre.... which couldn't carry out the repair so they sent it off anyway.
danbst said:
They also bent me over. Sent mine for repair, they charged me a rediculous ammount and then sent back somebody elses phone.
I'm anal when it comes to my phone, mine are always kept pristine. I knew as soon as I opened the JIFFY BAG (unprotected inside) that this wasn't my phone. The one they sent back was battered as hell. They swore it was mine and lucky for me I still had the original reciept that had the IMIE on it. When I sent them that they conceded and "found" mine. Then when I got mine back there were pick marks around the bezel where they had opened it. I'm not a happy buuny. The stories and lies I heard over the phone were incredible.
Love the phone.... don't trust the repair centre.
To add insult to loss all told I had to drive an accumulated 120 miles to and from the authorized repair centre.... which couldn't carry out the repair so they sent it off anyway.
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Jesus Christ... What a bunch of gnarly assholes.
Sent from my GT-N7100 using Tapatalk 2
I purchased my N7 Flo in August but I left the country before it came.
Finally got back and it was sitting there sealed in its plastic.
Used for 2 days before I noticed a patch of discoloration on the back panel. Can't be wiped off or anything and doesn't fade at all.
Have been suggested to slap on a case (which I've been using) but still not too happy about paying same price as everyone for one with a cosmetic defect.
Don't really wanna ship back to Amazon, do you think Asus would do something if I sent it back?
Picture attached - can't use html cause I haven't posted enough lel
Since the nexus gets international warranty form Asus, i think they will honour their warranty. But as for cosmetic defect, i am not too sure, perhaps you can search for your local Asus service center and ask them..
The problem with this sort of malfunction is whether it can be releated to a production error (warrenty) or user abuse (no warrenty). Innocent until proven guilty doesn't always apply here. I had a similair case with damaged screen coating on a Grouper. Over the phone and mail I could not convince Asus, with clear pictures and related cases found on the internet, that it was the result of a production fault. In the end I was offered to send in the device and have it examined by them. If they would decide it was the result of user abuse, they could either return the device for €70,- (95 USD) or replace the screen under warrenty. I didn't want to be at the mercy of some tech guy and wind up having both a faulty screen and taken €70,- from me. I put on a screenprotector, which circumvented the problem.
I say contact Asus support first and hear what they have to say. After, you can always decide to slap on a cover...
Cosmetic defects not hindering functionality of the device are not covered according to Asus warranty policy
redeye25 said:
I purchased my N7 Flo in August but I left the country before it came.
Finally got back and it was sitting there sealed in its plastic.
Used for 2 days before I noticed a patch of discoloration on the back panel. Can't be wiped off or anything and doesn't fade at all.
Have been suggested to slap on a case (which I've been using) but still not too happy about paying same price as everyone for one with a cosmetic defect.
Don't really wanna ship back to Amazon, do you think Asus would do something if I sent it back?
Picture attached - can't use html cause I haven't posted enough lel
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Your patch is pretty large compared to others I've seen posted. I believe folks mentioned they were able to remove by rubbing a microfiber cloth on the patch.
=/ sigh, that's pretty lame.
Thanks for the suggestions~ have tried the microfiber idea too and unfortunately it did absolutely nothing.
Oh well. I guess I'll see how it goes with Asus but won't be too hopeful if cosmetic defects aren't covered.
I am pasting what i just have posted on Facebook.
So this is a known problem with fold 3 worldwide.
We are paying INR 1.5 LAKH for a phone which can survive only a year maximum. If someone's warranty is over so is the money invested on phone.
Now people with phone's warranty left like me - do these people have time to backup, reset, and restore all official files, apps and data? Which anyhow won't be restored like the orignal phone. Time to visit service center leaving their important work, just because samsung sold us an expensive garbage device.
Anyhow As my phone was still in warranty, after many calls and coordinations company changed the inner display in 5 days and with a new defect this time. Front display the outer one popping out of frame. Service center asked me to leave the device so they'll fix it, so they started playing with my device to fix the issue. After hit and miss they called me to pickup the device, as per them it's perfectly fine. I visited and issue was still there now they want me to belive that this light which i can see between display and bezel is perfectly fine. Basically after spending 1.5 lakh inr, samsung wants us to accept the device the way they
Can fix at there best. Sorry Samsung I won't accept the phone like this and its lying in your service center. All this time what i have lost? Fuel for driving towards service center, my official hours, my peace of mind, and trust in samsung. I have a flight tomorrow and have to buy a new phone just for this trip.
People reading this if u have ever got ur device repaired from Samsung do look for the light coming between display and bezel, i am saying this because at service center they showed me more already repaired devices and almost every device had same problem.
Plenty of people have Fold 3s that are just fine after just over a year now. Put a case on your phone and you won't see whatever you are trying to show in the pic, which is not clear, but looks like the screen.
if my device breaks within a year, samsung WILL fix it, if they dont, it goes back to amazon for a refund.
who's bothered by this.
I'm not.
My Pixel 6 Pro came with a weird dark blemish on top of screen when I first got it. I lived with it but recently the phone has developed 2 perfectly round clumps of dead pixels with a faint light line going across the screen
Phone has never been dropped or in water.
So uBreakiFix said they can fix this under warranty but they either have to wipe my device or run Google diagnostics.
I do not want my phone wiped. I don't care about the Google "test" they have to run but will that work on a rooted device running stock Android? It should right?
Just trying to make sure I know what I'm getting into here
You should be good. But I'd raise the possibility that the fingerprint sensor will require pain in the @SS recalibration. I say pita cuz many peeps have issues trying to even d/l the tool but that's been awhile, dunno if it's still a hassle or not. Ask them if google includes a new FPS sensor with the new screen or not. I've read that they are sold/installed as a single unit. Either way, I'd tell 'em to make damn sure the FPS for sure works b4 giving it back. For all I know this may no longer be an issue, not sure. Sent P6a in and it came back with a new screen and a completely unreachable FPS! Thing is...it went in for a completely unrelated issue! My screen & fps were just fine. A few 'words' x2 were said and I got a brand new replacement. But, that was google, not ifixit. Just ask/mention the the fpr. I'm sure they've done tons of 'em.
May be they should rename it to "uBreakiFixKinda". I had my Pixel 6 Pro screen replaced and they didn't seal the screen properly and just simple splash of water ruined the camera and Bluetooth radio. I had my Pixel 6 Pro taken in the swimming pool before the screen replacement and I didn't encounter this issue. Anyway, I went back to the store and asked then if they applied the water resistance sealing and their reply was yes. And when I showed them the issue, they said it's not their fault
krips2003 said:
May be they should rename it to "uBreakiFixKinda". I had my Pixel 6 Pro screen replaced and they didn't seal the screen properly and just simple splash of water ruined the camera and Bluetooth radio. I had my Pixel 6 Pro taken in the swimming pool before the screen replacement and I didn't encounter this issue. Anyway, I went back to the store and asked then if they applied the water resistance sealing and their reply was yes. And when I showed them the issue, they said it's not their fault
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Well that's kinda scary. Were there any visual cues or everything looked and felt right after the repair?
Hand76 said:
Well that's kinda scary. Were there any visual cues or everything looked and felt right after the repair?
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My wife's Pixel 5a randomly stopped working about a month ago; we used UbreakIfix for the warranty repair. I'd say it was perfect.
Hand76 said:
Well that's kinda scary. Were there any visual cues or everything looked and felt right after the repair?
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Everything looked and felt quite right to me until this water thingy happened.
I had a bad experience and ended up needing to send the phone in for replacement. I specifically wanted to keep my device and avoid this, but I should have just done this in the first place. I will never go to a shop individually again.
So I just had my display replaced and I wanted to update with my expierice and some advice that may help.
I'm on Long Island, we have uBreakIFix shops in almost every town. I called several locations to ask the same questions till I landed on someone who was not only very friendly but very knowledgable. His buisness card actually says Google Representative on it.
So first advice, actually only adivce lol (((Ask if they have or know a store that has a Google Representative)))
I went in to see him. He quickly told me the black circles on my screen were not dead pixels but blemishes, a form of "leaking" from the oled display and that its either a manufaturing defect or damage from falls. He never questioned me. No factory reset needed. One hour later he came back out from the back, appologized for the delay, and gave me my phone back looking brand new.
He even confirmed before his work that he uses the special adhesive supplied to keep the phone waterproof. Something that probably wasn't done for the user above (krips2003)
So I dont want to jinx it...But as of now I have a perfect screen again.
Overall expierience 10/10 (For Now)
Anyone in NY or on Long Island PM me and I will give you his info. He is also a Pixel 7 Pro user so he really knows and uses our phones
Hand76 said:
So I just had my display replaced and I wanted to update with my expierice and some advice that may help.
I'm on Long Island, we have uBreakIFix shops in almost every town. I called several locations to ask the same questions till I landed on someone who was not only very friendly but very knowledgable. His buisness card actually says Google Representative on it.
So first advice, actually only adivce lol (((Ask if they have or know a store that has a Google Representative)))
I went in to see him. He quickly told me the black circles on my screen were not dead pixels but blemishes, a form of "leaking" from the oled display and that its either a manufaturing defect or damage from falls. He never questioned me. No factory reset needed. One hour later he came back out from the back, appologized for the delay, and gave me my phone back looking brand new.
He even confirmed before his work that he uses the special adhesive supplied to keep the phone waterproof. Something that probably wasn't done for the user above (krips2003)
So I dont want to jinx it...But as of now I have a perfect screen again.
Overall expierience 10/10 (For Now)
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Yeah, it could be the case with the uBreakiFix store in my place in Louisville, KY. I think sometimes these sort of things happen for good/bad. But for me it turned out good. Since I needed a phone back then that could handle to splash better, I bought the Samsung Galaxy S22 Ultra. This was my first Samsung device after Galaxy 7 Edge. Initially, I was missing some of the P6P exclusive features, but then I discovered some other goodies on this phone and now I'm hooked. And with the Android 13 with One UI 5, it's on a different level.
So I used to work for one. They should be using factory screens and seal when fixing the phones along with samsungs. I would say to not expect it for iPhones unless they are warranty repairs where your warranty provider sends you to one.
Usually though the repairs should be done well and most are tested as well as they can. There is a water proof testing for samsung but unless google implemented the same test to test its case pressure I am not sure it can be tested.
I also suppose the amount of damage to your screen will also help determine how well sealed the new screen is as well.