Samsung refusing warranty repair

nameless121

Looking for advise.
Bought a samsung galaxy s7 edge from littlewoods on 27th november 2016.
The phone would freeze and restart a lot. It got to a stage it became unusable.

Looking at samsung support it said make sure you have the lastest version of the software installed.
I tried installing the update to android 7 from settings. But i could not get it to stay on long enough to download.
I looked online for a way to do it manually.
I found a video showing how to use odin to update via pc to android 7.
I did that but it would still crash and restart.

Contacted samsung who had the phone collected.
I didn't hear anything and the online tracking said repair pending.
I phoned the number on the tracker and the person who answered said the phone is beyond economical repair.
I said what now. I was told the phone will be returned to me and i need to contact samsung.

When speaking to samsung i was told that knox had tripped.
I didn't know what that was. I was told when knox trips if voids warranty.
I looked online about it to find out it's to do with custom software. Well i don't use custom software. I was told a manager would phone me back. Someone did.
I told them about the fault and the update. She said because of how i updated the software that it would have tripped knox. And there is nothing they can do about it. She did even say that knox tripping won't be why it crashes.

I phoned the repair centre to see how much it would cost to get repaired. They said they won't because it would cost more than the phones worth. Do i need to go through small claims with this?
Thanks.

reehsetin

I'd be going to littlewoods - they took your money it's for them to resolve (legally your rights are through them) if Samsung will not repair. Have Samsung returned the phone to you?
Do you have any evidence it didn't work from the start, did you report it to anyone right away? if not they may have some ammo to say you caused the issue by messing with the phone and when it was delivered it was working

molerat

It looks like your method of updating via the web was effectively hacking the phone and they now will not touch it, there are loads of warnings on the net about this. I doubt going to court will achieve the result you wish as they will simply come out with the evidence that you hacked the phone and damaged it. Your rights are against Littlewoods and you should have gone to them (or Samsung) as soon as the phone would not update through the normal methods.

d123

reehsetin wrote: »

I'd be going to littlewoods - they took your money it's for them to resolve (legally your rights are through them) if Samsung will not repair. Have Samsung returned the phone to you?

Not true in this case, Knox is the security component of the firmware and wouldn't trip if a standard firmware flash was done, the OP has either rooted the phone before flashing and/or flashed a modified firmware.

It's in the terms, flashing with a non-standard firmware for the model and/or rooting will void the warranty.

OP is going to need to find someone with a bit more expertise to flash the phone properly. Unfortunately even reverting to standard firmware or removing the root hack won't reset Knox so they will be stuck with the lack of warranty for the future.

nameless121

I did not do any flashing or rooting. i know rooting stops my banking app working. i did not use any firmware. i used odin to update btu. which is what it said on the phone in about. that version was btu.

Would littlewoods not have the same issue as samsung?

unforeseen

Where did you get the firmware that you used with Odin

d123

nameless121 wrote: »

I did not do any flashing or rooting. i know rooting stops my banking app working. i did not use any firmware. i used odin to update btu. which is what it said on the phone in about. that version was btu.

Would littlewoods not have the same issue as samsung?

Odin is a flasher, so it's apparent you definitely did some unauthorised flashing. Which parts of the files did you use? Did you attempt to flash the PIT file?

Odin has never been officially released and was leaked by someone in a service centre, you've just proved the point that you shouldn't have been attempting to use it when you don't even know what it is...

nameless121

unforeseen wrote: »

Where did you get the firmware that you used with Odin

http://updato.com/firmware-archive-select-model

nameless121

d123 wrote: »

Odin is a flasher, so it's apparent you definitely did some unauthorised flashing. Which parts of the files did you use? Did you attempt to flash the PIT file?

Odin has never been officially released and was leaked by someone in a service centre, you've just proved the point that you shouldn't have been attempting to use it when you don't even know what it is...

i was following the following advise from samsung support site


Information
Ensure your device is running the latest software update and backup your device before a repair

DCFC79

So the official Samsung site mentioned about using Odin ?

Not sure where you saw Odin mentioned but Kies is on the support page for updating an S7.

nameless121

DCFC79 wrote: »

So the official Samsung site mentioned about using Odin ?

Not sure where you saw Odin mentioned but Kies is on the support page for updating an S7.

kies would not work. it said connected device supports smart switch.
I followed a video guide on you tube.
i updated to fix a problem. but because i used odin samsung are refusing to do any repair. even if its hardware fault.