Samsung Galaxy S2 Faulty Screen

mctaggart1980

HI
My husband had his brand new phone a Samsung Galaxy 2 for 8 days when it became faulty through no fault of his own. He travelled to work by car whilst the phone was on the seat next to him, he placed the phone inside his jeans pocket upon arrival to the office and walked up a flight of stairs, after 10-15 minutes he removed the phone from his pocket (after receiving a text message) to find that he couldn't see the screen at all for lines running across the display and there was also a crack to the INNER screen. When he returned home that evening he made a call to the supplier of the contract (Virgin) and explained what had happened obviously disappointed after only having the phone for 8 days, they told him to send the phone back to them and they would asses the situation. They have now come back and said that it is a chargeable repair as it was misuse. In his defence, there is no crack on the outer screen which is said to be "Gorilla Proof Glass" (by the samsung company itself) there is also no other scratches marks or dents what so ever to the casing to say that it was his fault. He has also rang Samsung to see what they have to say on the matter. Seen as Samsung advertise this particular phone with a video of a man in an aeroplane stating in their words "Its new features withstand the powerful G-forces created by the pilot's awesome mid-air maneuvers" we found it rather RUDE to say the least that the gentleman my husband spoke to on the phone blatantly called him a "liar" saying that the phone must of been damaged by him and this is without them even having a look at the phone. Apparently the phone wouldn't be covered by warranty and they want £150 to fix the phone before even looking at it. I would like to know were we stand with this matter as my husband has no phone and an 18 month contract to carry on paying for. Hoping someone can help, Nicola

grumbler

I think you stand to pay.
IMHO, one has to be crazy to carry any smartphone with a big screen in their jeans pocket (assuming it's traditional jeans, not something very ample).

JJ_Egan

Its not gorilla proof its gorilla glass .
Tougher than many but not unbreakable .

Car phone on front seat been their done that brake > phone on floor .


Personally if i was 100% sure i had not and could not have damaged the phone i would get an independent engineers report .

Broken phone or not dont forget you have to pay the contract in full .
Stopping payment on a lawful contract gives big big trouble .

jje

Rusty!

It's not the Gorilla Glass that's broken by the sounds of it, but the AMOLED layer underneath it.

Unfortunately the SGS-II is a very thin phone, and will be susceptible to something like this, as it will be easier to flex in a pocket than a thicker phone.

spiro

Back pockets of jeans, walking up stairs, phone flexing on every step equals potential damage if the phone is not in a sturdy case.

TehJumpingJawa

Only avenue I would think you might have any success with is if you can prove the phone isn't fit for purpose.
Probably an impossible task.

Replacing the amoled screen yourself will cost ~£100, so £150 to have it professionally done (and warranty retained) is actually pretty reasonable.

keith1950

It's never their fault ....is it ?

I used to repair electronic equipment and the screen will not have 'become' faulty.....it has had a knock, if it had been a warranty issue it would have been repaired free of charge ,as it is the repairer has inspected it .

They are usually sent to authorised agents who do not get paid if they cannot repair it under warranty so they have everything to lose by not repairing it.

23n1th

mctaggart1980 wrote: »

HI
My husband had his brand new phone a Samsung Galaxy 2 for 8 days when it became faulty through no fault of his own. He travelled to work by car whilst the phone was on the seat next to him, he placed the phone inside his jeans pocket upon arrival to the office and walked up a flight of stairs, after 10-15 minutes he removed the phone from his pocket (after receiving a text message) to find that he couldn't see the screen at all for lines running across the display and there was also a crack to the INNER screen. When he returned home that evening he made a call to the supplier of the contract (Virgin) and explained what had happened obviously disappointed after only having the phone for 8 days, they told him to send the phone back to them and they would asses the situation. They have now come back and said that it is a chargeable repair as it was misuse. In his defence, there is no crack on the outer screen which is said to be "Gorilla Proof Glass" (by the samsung company itself) there is also no other scratches marks or dents what so ever to the casing to say that it was his fault. He has also rang Samsung to see what they have to say on the matter. Seen as Samsung advertise this particular phone with a video of a man in an aeroplane stating in their words "Its new features withstand the powerful G-forces created by the pilot's awesome mid-air maneuvers" we found it rather RUDE to say the least that the gentleman my husband spoke to on the phone blatantly called him a "liar" saying that the phone must of been damaged by him and this is without them even having a look at the phone. Apparently the phone wouldn't be covered by warranty and they want £150 to fix the phone before even looking at it. I would like to know were we stand with this matter as my husband has no phone and an 18 month contract to carry on paying for. Hoping someone can help, Nicola

I think the main problem here is that you gave them an excuse to say it was your fault. If you rang up and said you'd only had it 8 days and the screen stopped working they would have replaced it.

I had a HTC Desire for my last phone and dropped it down some stairs and the sim card stopped working. There was no other damage so I got it fixed under warranty as the sim card had "developed a fault" that had been going on for a few months. (Not that I'm condoning doing that);)