S7 edge screen cracked in less than a week

kona · 24-08-2016 06:01AM #1

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 · 24-08-2016 06:16AM

Front or back pocket? Tight jeans?

theteal · 24-08-2016 06:33AM

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 · 24-08-2016 07:01AM

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 · 24-08-2016 07:25AM

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 · 24-08-2016 07:41AM

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 · 24-08-2016 07:44AM

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

CalamariFritti · 24-08-2016 07:50AM

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 · 24-08-2016 07:55AM

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 · 24-08-2016 01:09PM

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 · 24-08-2016 03:59PM

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

24-08-2016 04:01PM

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 · 24-08-2016 04:15PM

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.

24-08-2016 04:21PM

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 · 24-08-2016 08:17PM

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.

24-08-2016 09:21PM

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 · 24-08-2016 09:21PM

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 · 24-08-2016 09:31PM

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.

24-08-2016 11:28PM

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 · 24-08-2016 11:51PM

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 · 25-08-2016 12:09AM

sugarman wrote: »

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

That is a last resort option. Shame really.

25-08-2016 12:19AM

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 · 25-08-2016 12:59AM

[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 · 25-08-2016 01:04AM

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 · 25-08-2016 02:02AM

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.

25-08-2016 02:27AM

kona wrote: »

Nonsense.

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

kona · 25-08-2016 03:23AM

[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.

25-08-2016 11:03AM

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 · 25-08-2016 12:56PM

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 · 25-08-2016 05:15PM

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 · 25-08-2016 05:37PM

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 ??

S7 edge screen cracked in less than a week

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