Develop Bugs

Warranty Experience

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.

Scartch enough to void warrenty?

I was going to start the warranty process for my Galaxy S III today with AT&T. Upon inspecting the phone (after removing it from my PureGear DualTek case) I noticed a scratch on top of the phone near the top microphone. The scratch appears to be pretty deep. I am wondering what everybody's opinion is on this and whether or not you all think it is enough to void my warranty. If more or, clearer pictures are requested I can certainly take them. My camera which is a 14MP Sony CyberShot, had a lot of difficulty focusing on the phone so any advice on taking a picture of the scratch would be taken.
Side note: I generally have the phone in the case. I do not believe I have dropped it without the case on it. I am not sure if it was caused by the DualTek case, however, the case is pretty hard to remove and the scratch is angled in the direction that I slide the phone out of the case. I remove the phone from the case once in a while to change batteries because I am not always near a charger.

I highly doubt this would be enough reason to void your warranty.
What are you going to return the phone for?

CZ Eddie said:
I highly doubt this would be enough reason to void your warranty.
What are you going to return the phone for?
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My headphone jack is damaged. I can not hear sound out of the left side of any set of headphones I use. I ran OTA updater, tried factory reset, and PowerAmp / Google Play Music and nothing.

i'd ship it back and warrenty it , only a scratch , it's cosmetic :")

Can I directly contact Samsung support? Or does AT&T handle all warrenty claims for phone bought from them?

DarkredD14 said:
Can I directly contact Samsung support? Or does AT&T handle all warrenty claims for phone bought from them?
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U can go directly to att.
If it's bought withing 30 days any att store will provide warranty.
If it's over 30 days u have to go to att device support Centre. I can even call them or chat with them. But I will say go there personally if one is near by you so u can replace it quickly if they have it in stock.
I got mine replaced in 30 mins from device support Centre.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2

I exchanged mine through warranty with a scratch like that about 3 weeks ago. The issue with mine was the it stopped reading my SIM card. When the rep asked if there was any domestic damage, I mentioned the scratch and he (the rep) said that was fine. As long as the screen was great ..I'd be ok.
Sent from my SGH-I747 using xda premium

[Q] Would they let me RMA this?

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.

LG G3 - Cracked Lens after few hours out of the box

i just Bought my LG G3 Yesterday ,
it was used gently, as i appreciate the feeling of a new device in my hands like any geek,
i did not drop it ( no need to justify here )
i took my G3 to show off a friend and i asked people were in the room if anyone noticed that my phone fell in the past few minutes - one of them is working in a cellular shop and he immediately brought me the news that he already knows what happened by my response because some one who bought g3 from his store came back with the exact same crack and claim he did not drop the phone at all as well.
so i have a broken Lens, camera cant take photos right and i am Deeply disappointed By Lg as i was expecting a higher build quality,
i might be the first to report but just - wait for it ,
people will Google the problem and i am just the first to let you know.
photos added

I don't believe it. Your friends lied.
Sent from my LG-D850 using Tapatalk

It doesn't just crack I dropped mine off a balcony 3 floors onto some rocks and it broke the screen of my F400S and some other stuff, but the lens was fine. Hence why I have a D850 but lenses don't just crack.
Sent from my LG-D850 using XDA Premium 4 mobile app

I just had the same thing happen to mine. Not sure how or why it happened but it did. It was in my hot car turned off for an hour or so and then when I got home ours later, I noticed it. It has never been dropped or hit.

i think someone hijacked your phone... lol friends are friends...
Sent from from my LG-D855

It is a very, very small chance that it happened by itself - BUT if the glass was fitted in the phone, and was made with too high tension; it COULD technically brake "on its own". However, very rare for this to happen...
I just tried pressing my lens with my thumb, with quite a lot of pressure - didnt do anything

Anyone know where I can get a replacement lense or where to be looking for them when they come available? Talked to LG and they said they could repair but it would take 2 weeks and they could not tell me what it would cost. I can use my camera because my glass is completely gone over the camera, I would just like to get something over it to keep dust out.
Sent from my VS985 4G using Tapatalk

I just bought an LCD separator machine send it to me I need practice lol. I seen someone else say the sent there's into lg and cost $150 to fix. You could always get a square trade warranty and go that route
Sent from my LG-D850 using XDA Premium 4 mobile app

If I could just find a thin 1/2 inch diameter piece of glass, I could fix it myself. Problem is finding the glass. Would not be hard at all to fix and like I said my camera works perfectly fine.

I just had the exact same thing happen. Phone was fine last night. Set it on night stand before bed. Showered and got ready in the morning. No drops. Got in the car in the morning and touched something jaggedy when I was stopped at a light. Weiiiird. Looks exactly like OP's pic. Luckily I paid for insurance since it's included in T-Mobile's jump program, so hopefully they'll swap it out.

It is one of the areas of the phone which get hotter from use, but I find that an unlikely factor in causing that problem.

DroidApprentice said:
It is one of the areas of the phone which get hotter from use, but I find that an unlikely factor in causing that problem.
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Yeah, I'm really at a loss. I kept it in the bathroom as I showered, but it doesn't get that hot/humid...not enough that one would think it'd make a substantial difference.

Hate to say it, but my lens just cracked as well about an hour ago. I went to take the phone off my desk, and it kinda slipped from my fingers. The phone never made it completely off the desk. The two bottom corners were still touching, and the top half maybe a few cm off. Nothing I would ever consider a drop. When I flipped the phone around, to my surprise the lens was cracked. I don't know what to say? Any other phone I've owned in the past this wouldn't have happened to it in this very same situation.

WilliamStern said:
Hate to say it, but my lens just cracked as well about an hour ago. I went to take the phone off my desk, and it kinda slipped from my fingers. The phone never made it completely off the desk. The two bottom corners were still touching, and the top half maybe a few cm off. Nothing I would ever consider a drop. When I flipped the phone around, to my surprise the lens was cracked. I don't know what to say? Any other phone I've owned in the past this wouldn't have happened to it in this very same situation.
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Yeah, man. My old HTC M7...I always run skinless, treat my phones like dirt. Dropped it maybe three times onto concrete from waist height, nothing. So this is pretty gnarly.
Update on T-Mobile, they basically said that they'd take it back under warranty IF it's a manufacturer's defect. But because it's physical damage, they'll probably flag it as user error and charge me for it. I'm claiming manufacturer's defect because I swear this happened spontaneously without a drop whatsoever. So now I basically have to call LG directly, and I'd probably be up for a fight. If anyone here has experience or advice it'd be greatly appreciated.

Same Issue
Hey, I had the same issue with the AT&T version, ended up having to send it back along with my powermat (since I assumed that might have caused the crack). They repaired it without charge since they determined that it was indeed a manufacture defect. So if you have something similar it is probably a manufacture defect, and hopefully they will make a note of this soon.

julz05 said:
Hey, I had the same issue with the AT&T version, ended up having to send it back along with my powermat (since I assumed that might have caused the crack). They repaired it without charge since they determined that it was indeed a manufacture defect. So if you have something similar it is probably a manufacture defect, and hopefully they will make a note of this soon.
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I just looked at my phone last night and I have the same issue. I'm on att and I'm going to call them today to see if they will repair it for me. I'm a bit upset honestly. The camera world buy the broken glass distorts the pictures and makes them look foggy. Julz05 who did you send it back to? LG or AT&T?
No matter what, I can never stay away from android for long.

idelgado782 said:
I just looked at my phone last night and I have the same issue. I'm on att and I'm going to call them today to see if they will repair it for me. I'm a bit upset honestly. The camera world buy the broken glass distorts the pictures and makes them look foggy. Julz05 who did you send it back to? LG or AT&T?
No matter what, I can never stay away from android for long.
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I sent it back to LG. I called the LG service number and explained the problem, they issue a RA# and you have to send it to their warehouse. Took them almost 2 weeks to fix the phone, and they are just mailing it back now

I wanted to come back and post an update for my circumstance just in case any in the future needs to do the same.
Unfortunately I couldn't send my unit back to att or lg because my water damage sticker had been tripped. I had my phone in my pocket and I went on a ride in an amusement park and didn't realize we want under waterfalls! Needless to say I got soaked and water seeped into the phone but after sticking it in rice overnight I was lucky enough to not have water damage besides the tripped sensor. I went on a search and found a seller on eBay selling the top piece which includes the camera lens cover, power/volume rocker. It cost $38 plus $6 shipping and took about a week to get to me. To replace it was fairly easy. Removed 7 screws and unsnapped the old part and then applied the new piece.
One thing to note: the original piece States 850 in various areas and the new piece States 855. However it is the same exact part and for $44 I replaced itself myself without having to be without my phone. Here are some pictures :
Here's the link for the eBay auction http://pages.ebay.com/link/?nav=item.view&id=351144850263&alt=web
No matter what, I can never stay away from android for long.

Just found this thread after my UK D855 did exactly the same, I've had it several months. found Replacement parts on ebay

Exact Same Problem
Hi - today I found the exact same fault in my phone. Like other posts here, I did not drop it or get any impact on the phone.
I am in New Zealand and am really disappointed in what I thought was otherwise a great phone. I now have to waste my time trying to establish whether I have any cover for this problem and also realise that it looks like impact damage and technicians will claim it was my fault.
I think this is a manufacturing fault and reading here confirms that something is very wrong here.
Thanks.

Warranty Question

A few weeks ago my phone was dropped while cleaning out the weird gunk that build up in the case and the back glass got cracked. I can live with that, but my phone just turned off and won't turn on if not plugged in. This isn't my first replacement and usually when I have an issue, I just call in and they send a new one free but will it be different this time? Am I doomed to pay the $175 ? Much obliged for the assist in advanced.

Any crack/physical damage & they will make you pay the deductible through your insurance plan.

Singin' Bluebird said:
A few weeks ago my phone was dropped while cleaning out the weird gunk that build up in the case and the back glass got cracked. I can live with that, but my phone just turned off and won't turn on if not plugged in. This isn't my first replacement and usually when I have an issue, I just call in and they send a new one free but will it be different this time? Am I doomed to pay the $175 ? Much obliged for the assist in advanced.
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DLovo313 said:
Any crack/physical damage & they will make you pay the deductible through your insurance plan.
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DLovo313 is correct. Whether or not the problem is related to being dropped (very likely is), if the device has any "physical or liquid damage", pretty much any carrier (T-Mobile included here) will blame the problem on the damage. The term "physical damage" is often a little loose, but any cracked display, glass, or plastic casing is usually a giant red-flag that indicates that the device was dropped or otherwise mistreated. Because these things are not covered by the device warranty (technically provided by Samsung, although your carrier usually acts as a liaison for warranty claims), neither T-Mobile nor Samsung will honor a warranty claim on devices damaged like this.
Your options are:
a) Deal with the device as-is - which really doesn't sound like an option for you
b) Get it repaired on your own dime (whether a DIY job or by sending it somewhere "trustworthy"... good luck) - which may void your warranty in additional ways (breaking seals, etc.)
c) Get the physical damage repaired on your own dime, and then try to illegally make a warranty claim for the internal damage by lying when they ask whether it has been physically damaged (e.g. "I don't know what happened, it just stopped working! No, I didn't drop it...") - obviously not a safe choice, because they might still be able to tell that the device had been dropped, causing the internal damage... not to mention moral and legal implications
d) Make an insurance claim through your carrier - usually comes with a deductible (is it still only $175? I thought it would be $200 by now...). I've heard some smaller carriers will waive the first-ever deductible now?
e) Make an insurance claim through your homeowner's/renter's insurance, if possible/applicable
In any event, good luck with your handset. I'm hoping the information above will prove useful to you, or anyone else lurking in the shadows here.

Sounds shady to me.
Edit : Aou, you surprise me.
Didn't take notice of name until after I hit send. ;o
Pp. :what: