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.
I was just talking to someone on chat in support. Supposedly she doesn't pay with a credit card it automatically shows up on her Verizon bill. So I'm kind of confused. Someone help me out.
Thanks (ps) chat at the jump.
Please hold for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience.
You are now chatting with 'Briel'
Briel: Hello. Thank you for visiting our chat service. May I help you with your order today?
Robert Piazza Jr: I was just curious is it possible to bill to my verizon account on google play? I came from Sprint/ and T-Mobile and I could do that
Briel: I will be happy to assist you! Are you referring to when you pay your bill?
Robert Piazza Jr: no I mean when I purchase apps off of google play
Briel: I don't have that information! You can try when you get the phone. Are you a new customer?
Robert Piazza Jr: i am already a customer was just curious cause it wasn't an option do you know who I could call to ask?
Briel: I don't have a number that you can call and ask about that. I do have Customer Care and Technical Support number but I am not sure if they know that information either because we don't have detailed information like that about the phones.
Robert Piazza Jr: well its more like purchasing apps questiosn
Robert Piazza Jr: through the android appstore, the option to pay for an app is it possible to use my verizon accoutn
Briel: When you purchase an app it shows up on your next bill.
Robert Piazza Jr: how do i make it an option though to pay with my bill not a credit card
Briel: I think it may depend on the app because when I purchase apps they automatically bill it to my account. It never asks for credit card information.
Robert Piazza Jr: though google play?
Robert Piazza Jr: o.0
I'm pretty sure online chat with Verizon reps is actually a chat bot. Way too dumb to be a human.... I hope.
Sent from my Galaxy Nexus using xda premium
I hope so as well *shrugs* I have tried a couple different options. I don't know maybe installing the Apps apk can make a workaround since it automatically takes all paid apps and puts them on the bill?
RobPiazzajr89 said:
I was just talking to someone on chat in support. Supposedly she doesn't pay with a credit card it automatically shows up on her Verizon bill. So I'm kind of confused. Someone help me out.
Thanks (ps) chat at the jump.
Please hold for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience.
You are now chatting with 'Briel'
Briel: Hello. Thank you for visiting our chat service. May I help you with your order today?
Robert Piazza Jr: I was just curious is it possible to bill to my verizon account on google play? I came from Sprint/ and T-Mobile and I could do that
Briel: I will be happy to assist you! Are you referring to when you pay your bill?
Robert Piazza Jr: no I mean when I purchase apps off of google play
Briel: I don't have that information! You can try when you get the phone. Are you a new customer?
Robert Piazza Jr: i am already a customer was just curious cause it wasn't an option do you know who I could call to ask?
Briel: I don't have a number that you can call and ask about that. I do have Customer Care and Technical Support number but I am not sure if they know that information either because we don't have detailed information like that about the phones.
Robert Piazza Jr: well its more like purchasing apps questiosn
Robert Piazza Jr: through the android appstore, the option to pay for an app is it possible to use my verizon accoutn
Briel: When you purchase an app it shows up on your next bill.
Robert Piazza Jr: how do i make it an option though to pay with my bill not a credit card
Briel: I think it may depend on the app because when I purchase apps they automatically bill it to my account. It never asks for credit card information.
Robert Piazza Jr: though google play?
Robert Piazza Jr: o.0
Click to expand...
Click to collapse
VZW doesn't do carrier billing.
If you have no credit card you could use Google Play gift cards...
Hi, I have a Pixel 2 XL that an uncle gifted to me, I have no problem with the phone by now, but what if I needed to RMA or sell the phone, how to be able to use the warranty without the original billing of the purchase? I don't want to ask my uncle for billing because it was a gift, there is a way, just in case of needed, to use the warranty? I have original box and everything that came with the phone of course. Thanks in advance for your help.
weedlucho said:
Hi, I have a Pixel 2 XL that an uncle gifted to me, I have no problem with the phone by now, but what if I needed to RMA or sell the phone, how to be able to use the warranty without the original billing of the purchase? I don't want to ask my uncle for billing because it was a gift, there is a way, just in case of needed, to use the warranty? I have original box and everything that came with the phone of course. Thanks in advance for your help.
Click to expand...
Click to collapse
You won't need the receipt for the warranty. Normally it's all done via your phone's unique number (IMEI) once you give that they can pull up all the details on your phone and see when your warranty expires etc.
---------- Post added at 01:12 PM ---------- Previous post was at 12:22 PM ----------
The warranty is matched to the IMEI. In the UK I know if you go to the manufacturer because of an issue with the phone you wouldn't normally need the receipt as the IMEI is how they know if the handset is under warranty.
They didn't even ask me about receipt they had the IMEI and that was it!
weedlucho said:
Hi, I have a Pixel 2 XL that an uncle gifted to me, I have no problem with the phone by now, but what if I needed to RMA or sell the phone, how to be able to use the warranty without the original billing of the purchase? I don't want to ask my uncle for billing because it was a gift, there is a way, just in case of needed, to use the warranty? I have original box and everything that came with the phone of course. Thanks in advance for your help.
Click to expand...
Click to collapse
If you need to RMA the device I see no problem asking your uncle for any billing info if it's required. I mean that means there is something wrong and you're trying to get it fixed. Selling it is another matter. Full disclosure to the receiving party that it was a gift should suffice.
You can also ask your uncle what email address he used to buy the phone.
Talk to Google. They will ask you what email address was used when buying the phone. (As long as he bought it from the Google Store) If you can provide that then they can switch over the new ownership to your account and email.
If you can't provide that. Let them know. There are other ways to switch over the ownership to you.
For me I got my phone through work. Yearly bonus. I wanted to move the ownership to myself but I couldn't provide the email associated when the sale department bought the phone. I talked to Google and they told me to send in a picture of the box with the IMEI and my SIM card tray that shows my IMEI. After that they knew I was the owner and made me owner of the device.
Hope this helps
I traded my OnePlus 5T for a 2 XL and when I called Google to ensure the phone was purchased legitimately/isn't blacklisted, all they asked for was the IMEI number.
They didn't ask for any email, pictures of the box or anything like that, just the IMEI and they switched ownership to me!
Strange, in my case they asked for Order ID and IMEI of the box and sim tray. And I don't know the Order ID... Anyone knows how to get the Order ID?
pokosik said:
Strange, in my case they asked for Order ID and IMEI of the box and sim tray. And I don't know the Order ID... Anyone knows how to get the Order ID?
Click to expand...
Click to collapse
That's the same thing they asked me. I didn't have it so they asked me for the email associated that bought the phone. I couldn't provide that either so they asked me to take a picture of the box and my sim tray. After that I was good to go. Googles customer service is amazing imo and they are willing to work with you.
Just make sure the phone is paid off, bought from the Google store, and clean IMEI.
Goog1e Phone said:
That's the same thing they asked me. I didn't have it so they asked me for the email associated that bought the phone. I couldn't provide that either so they asked me to take a picture of the box and my sim tray. After that I was good to go. Googles customer service is amazing imo and they are willing to work with you.
Just make sure the phone is paid off, bought from the Google store, and clean IMEI.
Click to expand...
Click to collapse
I said that i don't know the Order ID but that guy said that I need to provide it. Unlucky me.
Hi Guys. Did any of you managed to claim a repair under the Google's warranty? I've tried to ask the google chat and through the phone few times and all of them needed an invoice or any other proof of purchase.
RMA'd mine for slow charging this week. No questions asked. Used the support on the phone settings. Only had to give IMEI.
Goog1e Phone said:
You can also ask your uncle what email address he used to buy the phone.
Talk to Google. They will ask you what email address was used when buying the phone. (As long as he bought it from the Google Store) If you can provide that then they can switch over the new ownership to your account and email.
If you can't provide that. Let them know. There are other ways to switch over the ownership to you.
For me I got my phone through work. Yearly bonus. I wanted to move the ownership to myself but I couldn't provide the email associated when the sale department bought the phone. I talked to Google and they told me to send in a picture of the box with the IMEI and my SIM card tray that shows my IMEI. After that they knew I was the owner and made me owner of the device.
Hope this helps
Click to expand...
Click to collapse
Thank you for the details. After multiple attempts to get the ownership transferred via chat without original owner's email id or google store id, I was able to get it transferred by telling that it was a corporate gift and they asked for photo of SIM. I think it is matter of luck and agent who you are dealing with.
Glad it worked out for the better! Cheers
This didn't work out for me. Did you have to make multiple calls until you speak to the right person?
Seems they are much more strict now in the US. I tried recently and Google requires purchase location and email associated with purchase. They are probably getting more strict since it is a 2 year warranty and a lot of used devices are on the market.