S7 edge screen cracked in less than a week

kona

Got a s7 edge as a very generous birthday present.
Unfortunately tonite I took the phone out of my pocket and it was cracked.

I'm going to reserve my judgement until I bring it back to the shop. But I'm not impressed at all.

It's cracked along the edge part in the exact place myour left thumb would be holding the fone. I suspect there must be some stress point here that has caused it to give way.

€750. Crazy.

Esel

Front or back pocket? Tight jeans?

theteal

Any keys or coins in the pocket also? Are there many reports of this phone having inherently weak screens? I've not heard much.

Either way it sounds like physical damage and I don't see you getting much joy from the shop.

Insured by any chance?

kona

Loose pockets and nothing in them. And in my side pockets. If I sat on it and broke it I wouldn't be complaining!

Had a iPhone 4 before and took 3 years to get screen damage.

If this is what you get for e750 and I'm told to **** off then I would have to question consumer law. Wouldn't mind if I dropped it or I damaged it, I pulled it out of my pocket cracked.

That's certainly not of merchantable quality.

CalamariFritti

Well, 'not of merchantable quality' is probably stretching it. Its not like Samsung started making mobile phones yesterday. Any kind of damage like that suggest the phone was probably under considerable physical stress. You said the iPhone 4 survived years like this, but it is a good bit smaller and chunkier...

Having said that of course faults in the material do happen and I reckon they will give you the benefit of the doubt and do something for you simply because its so new.

But looking at it from their angle - anyone who was being sloppy/careless with their phone would say they didn't do anything wouldn't they? So its difficult for the manufacturer, too, they can't hand out new phones willy nilly all the time.

Its just the drawback of having sleek and thin and biggish phones, you need to handle them somewhat carefully and not just chuck them into your trouser pocket like a small, old Nokia brick.

kona

CalamariFritti wrote: »

Well, 'not of merchantable quality' is probably stretching it. Its not like Samsung started making mobile phones yesterday. Any kind of damage like that suggest the phone was probably under considerable physical stress. You said the iPhone 4 survived years like this, but it is a good bit smaller and chunkier...

Having said that of course faults in the material do happen and I reckon they will give you the benefit of the doubt and do something for you simply because its so new.

But looking at it from their angle - anyone who was being sloppy/careless with their phone would say they didn't do anything wouldn't they? So its difficult for the manufacturer, too, they can't hand out new phones willy nilly all the time.

Its just the drawback of having sleek and thin and biggish phones, you need to handle them somewhat carefully and not just chuck them into your trouser pocket like a small, old Nokia brick.

Oh I've been on the other side of the counter , I know exactly what I'll be told.
From my point of view the screen has failed in a week , the area of the cracks and size point to a defect as it's clearly caused by me holding the fone in my hand.
And my grip shouldn't be enough to cause such damage.

The warranty covers normal use, I'll just go in and see what the story is.
I'm not hard on things and don't often break stuff so it's all a bit new to me this. If they decide to tell me to go away I'll have to look at my options .

Suppose I'm just letting people know that these phones seem to be fragile. Or maybe mine was flawed.

whomitconcerns

Well same happened my work iPhone 6s. Still had to pay Apple geniuses £100 for screen repair. Good luck though!

CalamariFritti

kona wrote: »

Oh I've been on the other side of the counter , I know exactly what I'll be told.
From my point of view the screen has failed in a week , the area of the cracks and size point to a defect as it's clearly caused by me holding the fone in my hand.
And my grip shouldn't be enough to cause such damage.

The warranty covers normal use, I'll just go in and see what the story is.
I'm not hard on things and don't often break stuff so it's all a bit new to me this. If they decide to tell me to go away I'll have to look at my options .

Suppose I'm just letting people know that these phones seem to be fragile. Or maybe mine was flawed.

Good luck with it and happy (belated) birthday!

kona

whomitconcerns wrote: »

Well same happened my work iPhone 6s. Still had to pay Apple geniuses £100 for screen repair. Good luck though!

I'd pay e100.

The s7 edge screen is over 300.

Keith186

If it 'broke by itself' I would be trying to get the phone replaced as it's within 28 days. Legally you can get a replacement instead of a fix on faulty electronic in this period but the challenge will be convincing the sales person it's faulty.

If the screen is repaired it might not be as water resistant.

BigCon

It's €230 to get it repaired by Samsung...

kona

kona wrote: »

Loose pockets and nothing in them. And in my side pockets. If I sat on it and broke it I wouldn't be complaining!

Had a iPhone 4 before and took 3 years to get screen damage.

If this is what you get for e750 and I'm told to **** off then I would have to question consumer law. Wouldn't mind if I dropped it or I damaged it, I pulled it out of my pocket cracked.

That's certainly not of merchantable quality.

Hope you have insurance.

Xterminator

Keith186 wrote: »

If it 'broke by itself' I would be trying to get the phone replaced as it's within 28 days. Legally you can get a replacement instead of a fix on faulty electronic in this period

not true.
http://www.consumerhelp.ie/faulty-goods#2
know your rights, their is no law that says you get a replacement if it breaks in the 1st 28 days.

had a sony z2 that cracked on it's own (was a known issue with the z2 (z1 had same issue http://www.xperiablog.net/2014/05/30/bbcs-watchdog-investigates-xperia-z1-cracking-screen-issue-sony-responds/ )but got no joy from sony myself on it and had to get it done at my cost.
depends I guess if it's a known issue but if as others said it may not be. try your luck is the only answer.
the person in the shop won't have the authority to say yes to you though - you'll need to get to someone who does which in this new customer service world is hard to do (manager is never available it seems).

kona

Went back in and showed them the fone and got accused of dropping it by both the manager and the assistant. Explained my situation and I was informed I had no insurance, after this shocking information, I had to restate why I was present. The type of damage and the fact the alloy chassis wasn't marked seemed to fall short too so I had to ask to speak to David Brent.

It was 4pm so was informed the manager was on break. He came out to have a look and his years of experience allowed him to assess the fault on the spot.
Despite being adamant that they are trained to assess damaged fones, they informed me they have to send them off to be assessed. Two week turnaround as they have to be shipped to the exotic region of sandyford.

So it went as I expected to be honest. I'm still astounded at how they can accuse me of dropping the fone. Carphone warehouse what can I say?!

Perhaps I'll have better luck tomorrow after I move to the next stage of complaint.

kona

kona wrote: »

Went back in and showed them the fone and got accused of dropping it by both the manager and the assistant. Explained my situation and I was informed I had no insurance, after this shocking information, I had to restate why I was present. The type of damage and the fact the alloy chassis wasn't marked seemed to fall short too so I had to ask to speak to David Brent.

It was 4pm so was informed the manager was on break. He came out to have a look and his years of experience allowed him to assess the fault on the spot.
Despite being adamant that they are trained to assess damaged fones, they informed me they have to send them off to be assessed. Two week turnaround as they have to be shipped to the exotic region of sandyford.

So it went as I expected to be honest. I'm still astounded at how they can accuse me of dropping the fone. Carphone warehouse what can I say?!

Perhaps I'll have better luck tomorrow after I move to the next stage of complaint.

in fairness you can see why they do this - if everyone came in saying it cracked on its own they'd be broke.

so what's your "next stage of complaint"?

Keith186

Xterminator wrote: »

not true.
http://www.consumerhelp.ie/faulty-goods#2
know your rights, their is no law that says you get a replacement if it breaks in the 1st 28 days.

Oh right. Must've just been a shop policy of Meteor, they replaced a faulty phone for me in the past after about 5 days. Staff told me about the 28 day rule at the time.

kona

glasso wrote: »

in fairness you can see why they do this - if everyone came in saying it cracked on its own they'd be broke.

so what's your "next stage of complaint"?

Of course I can, Im not thick. If I cracked it myself I'd fix it myself. The fact that I haven't dropped it or damaged it myself is why I'm. Annoyed. It seems from Google there is a few cases of this.
I've worked in retail and dealt with all the crap it entails, I expected the above response because no manager will want to have their name on a €750 exchange. I also expect that attitude because well that's what retail does to people.

My next stage is to go to the specific store I bought it in. Then contact Samsung. After that you just keep going up the food chain. I've no problem going to the small claims court either. I'm well within the time frame that my consumer rights are inplay.

I wouldn't be bothered doing this if I broke it myself , wastes too much time dealing with this crap. I'd pay the e230 and have it fixed and get on with life. If a lot if work to do on my days off and don't have time to run around like this.

kona

kona wrote: »

Of course I can, Im not thick. If I cracked it myself I'd fix it myself. The fact that I haven't dropped it or damaged it myself is why I'm. Annoyed. It seems from Google there is a few cases of this.
I've worked in retail and dealt with all the crap it entails, I expected the above response because no manager will want to have their name on a €750 exchange. I also expect that attitude because well that's what retail does to people.

My next stage is to go to the specific store I bought it in. Then contact Samsung. After that you just keep going up the food chain. I've no problem going to the small claims court either. I'm well within the time frame that my consumer rights are inplay.

I wouldn't be bothered doing this if I broke it myself , wastes too much time dealing with this crap. I'd pay the e230 and have it fixed and get on with life. If a lot if work to do on my days off and don't have time to run around like this.

having been in a very similar situation I sympathize with you. obviously though you have no way to prove that it cracked on its own.

kona

glasso wrote: »

having been in a very similar situation I sympathize with you. obviously though you have no way to prove that it cracked on its own.

Likewise they have no proof that I dropped it, in fact the lack of damage to the raised alloy chassis would point to damage from something other than a impact.
It's just a pity you can't talk to somebody technical in these shops. You usually just get some poor retailed out character than just spews the same lines no matter what the case may be.
The s7 is a tough enough device it's a 7 on the mohr scale. I don't believe that it can crack so easy. As such I'm sure it's a flaw in the fone. Which is completely possible.

kona

sugarman wrote: »

Take out insurance now and claim in it in a few weeks / months

That is a last resort option. Shame really.

kona

kona wrote: »

Likewise they have no proof that I dropped it, in fact the lack of damage to the raised alloy chassis would point to damage from something other than a impact.
It's just a pity you can't talk to somebody technical in these shops. You usually just get some poor retailed out character than just spews the same lines no matter what the case may be.
The s7 is a tough enough device it's a 7 on the mohr scale. I don't believe that it can crack so easy. As such I'm sure it's a flaw in the fone. Which is completely possible.

The onus is on you to prove you didn't break it. Unlucky buddy. You are going to get nowhere with your claim. You should have taken out insurance.

kona

[Deleted User] wrote: »

The onus is on you to prove you didn't break it. Unlucky buddy. You are going to get nowhere with your claim. You should have taken out insurance.

Sure we will see about that won't we.

Wing126

It's not the store's responsibility to prove you didn't drop it. Their evidence is that the screen is damaged and as such, they have no obligation to replace the phone. You'll be arguing and arguing for a long time if you want your phone replaced.

kona

Wing126 wrote: »

It's not the store's responsibility to prove you didn't drop it. Their evidence is that the screen is damaged and as such, they have no obligation to replace the phone. You'll be arguing and arguing for a long time if you want your phone replaced.

Nonsense.

kona

kona wrote: »

Nonsense.

I guarantee you will get nowhere. I used to work in a phone shop in my uni days.

kona

[Deleted User] wrote: »

I guarantee you will get nowhere. I used to work in a phone shop in my uni days.

I gathered that from the statement.

Deleted User

Deleted User wrote: »

I guarantee you will get nowhere. I used to work in a phone shop in my uni days.

yes. it will just be an exercise in frustration. sending away for assessment for 2 weeks, getting a no, letters..... save your mental energy for something else.

Horace Cope

Wing126 wrote: »

It's not the store's responsibility to prove you didn't drop it. Their evidence is that the screen is damaged and as such, they have no obligation to replace the phone. You'll be arguing and arguing for a long time if you want your phone replaced.

Yeah, I wish the OP luck.
I know someone that got a mid-range HTC device from a retailer, selling phones on behalf of Three (and other telecoms).
When they got home, they realised it had a dodgy digitizer. Needless to say after several months communicating back and forward to the shop, Three and HTC support, they had to bite the bullet and just buy a new device.

For the life of me, I don't know why they didn't open it in the shop and have the shop assistant set it up for them, they would have discovered the problem before leaving the shop. But I guess who buys a TV in an electrical store and opens it there and then to check it's kosher? So, why should it be any different with phones?

Certainly, stories like this make you think though....

Davy

Posters need to be reminded insurance fraud or anything else illegal cannot be discussed on this site. Continue to do so and you will be removed from the forum.

Masala

All this talk of Insurance is getting me worried about my new 6s that is in my pocket.....!!

What OR who would you guys recommend?? I don't mind paying €100 a year for next 2 years to ensure that I will have my phone covered.

Do Insurance offer a replacement for broken phones or just cover the repair cost ??

kona

Horace Cope wrote: »

Yeah, I wish the OP luck.
I know someone that got a mid-range HTC device from a retailer, selling phones on behalf of Three (and other telecoms).
When they got home, they realised it had a dodgy digitizer. Needless to say after several months communicating back and forward to the shop, Three and HTC support, they had to bite the bullet and just buy a new device.

For the life of me, I don't know why they didn't open it in the shop and have the shop assistant set it up for them, they would have discovered the problem before leaving the shop. But I guess who buys a TV in an electrical store and opens it there and then to check it's kosher? So, why should it be any different with phones?

Certainly, stories like this make you think though....

I would have just gone to the small claims. These retailers are full of little jobsworths. Nothing like a formal letter to get them to extract the finger.

Sleeper12

kona wrote:

So it went as I expected to be honest. I'm still astounded at how they can accuse me of dropping the fone. Carphone warehouse what can I say?!

I can't see what carphone warehouse have done here. I don't believe they can say yay or nay as to weather it was dropped or not. I think they have done the right thing by sending it off to be tested. Hopefully it comes back saying that the screen was faulty. Personally I'd prefer Samsung to test it rather than staff in a shop make a decision on it.
OP I have my fingers crossed things go in your favour

MEGA BRO WOLF 5000

Having dealt with Samsung and having the exact same problem you have absolutely no chance OP. Samsung left me hanging for 4 months. The phone was sent to Dublin, on to the UK and eventually South Korea. Communication from Samsung was awful. Nobody knew where my phone was. Nobody knew what was going on. They wanted me to go away. The only reason they did communicate with me in the end was because I was shaming them on Facebook. You have no chance.

Dial Hard

kona wrote:

I would have just gone to the small claims. These retailers are full of little jobsworths. Nothing like a formal letter to get them to extract the finger.

You wish. Physical damage as far as they're concerned and they're threatened with the SCC every day of the week.

You can't prove that you didn't break the phone. That's where any claim starts and ends. They don't need to prove that you didn't.

kona

Sleeper12 wrote: »

I can't see what carphone warehouse have done here. I don't believe they can say yay or nay as to weather it was dropped or not. I think they have done the right thing by sending it off to be tested. Hopefully it comes back saying that the screen was faulty. Personally I'd prefer Samsung to test it rather than staff in a shop make a decision on it.
OP I have my fingers crossed things go in your favour

Carphone warehouse staff told me they won't bother sending it off because in the sales assistants opinion there is no point.

I explicitly told him to aswell.

They really leave a lot to be desired. The only person I can actually say dealt with the situation was the manager in Henry Street.
However he suggested to go to a Samsung store in pavilions as theye do the turnaround quicker.
When I got there the assistant basically did the usual retail assistant move and accused me of damaging it. All I wanted was for it to be sent off to be assessed by their QUALIFIED staff.
He outright refused and told me to contact Samsung.
Poor chap couldn't grasp the sale of good and supply of services act.

Next step is a registered letter to their head office and I'll get my own report from their repair shop.

Then I'm going to submit a claim to the courts.

I've no time or tolerance for their attitude towards me.

kona

Dial Hard wrote: »

You wish. Physical damage as far as they're concerned and they're threatened with the SCC every day of the week.

You can't prove that you didn't break the phone. That's where any claim starts and ends. They don't need to prove that you didn't.

All product must be of a merchantable quality and reasonable durable. I'm contesting that the specific phone I have is not.

They type of damage is obviously physical damage , you are making statements without seeing the damage. So while your probably right in a lot of cases, in this case that a phone screen cracks from the grip of my hand the phone is certainly not of reasonable durability.

I'm sure not all s7 edge crack when you power it off. So I'm contesting that this specific phone is faulty.

endacl

kona wrote: »

Loose pockets and nothing in them. And in my side pockets. If I sat on it and broke it I wouldn't be complaining!

Had a iPhone 4 before and took 3 years to get screen damage.

If this is what you get for e750 and I'm told to **** off then I would have to question consumer law. Wouldn't mind if I dropped it or I damaged it, I pulled it out of my pocket cracked.

That's certainly not of merchantable quality.

Nah. It took a split second to get screen damage. Could have happened any time over the 3 years. Could have happened on the day you got it.

kona

The Honey Monster wrote: »

Having dealt with Samsung and having the exact same problem you have absolutely no chance OP. Samsung left me hanging for 4 months. The phone was sent to Dublin, on to the UK and eventually South Korea. Communication from Samsung was awful. Nobody knew where my phone was. Nobody knew what was going on. They wanted me to go away. The only reason they did communicate with me in the end was because I was shaming them on Facebook. You have no chance.

Sorry to hear your trouble. I have no intention of going down this road however. My contract of sale is with carphone warehouse , and it's this company that will be getting the letters and the full extent of what rights I have.

If I lose I lose but **** them they are a pack of scumbags and it's as much a issue I have with the way they treated me as much as the crack in the phone.

As I said if I dropped it and broke it then I'd have it repaired myself. It's a lot of hassle this to be ****ing about chancing my arm.

kona

endacl wrote: »

Nah. It took a split second to get screen damage. Could have happened any time over the 3 years. Could have happened on the day you got it.

The screen got damaged when it flew out of my hand and smacked a concrete wall.

I bought a new back, screen and digitaliser and fitted it.

As I said if it's my fault I'll pay to fix it. Too much hassle to be fluting about with a company like carphone warehouse.