Samsung S7 faulty USB port

xxdiddiexx

In March 2016 I upgraded my phone online to a Samsung galaxy s7 edge on O2 refresh.

In Nov / Dec last year the phone stopped fast charging and was taking up to 8 hrs to charge. After researching the problem online and trying various chargers, I went online to the o2 forum to seek advice. They suggested going direct to Samsung repair shop. Which I did.

The shop ran some tests and confirmed that there was a fault with the USB port which needed to be fixed. I was also told it would mean replacing the screen as the replacement port is built as part of the screen.

They did not have the replacement part in stock but offered to send the phone away. Either way it would be at least 2 weeks. As i was travelling with work at the time I wasn't able to leave the phone and said I would return in a couple of weeks.

Unfortunately Just before I was able to return, 3 days ago I accidentally dropped the phone and the screen cracked.

Took the phone back to Samsung who told me they could no longer replace the screen under warranty because of the damage to the screen. The same screen that would have been replaced anyway in order to fix the faulty USB port. I would have to pay £200.

They suggested I called Samsung customer service which I did today. I explained what had happened and they offered to collect it for repair or I could go back to the store and call them when I am there so a staff member can speak to them. I asked them to email me confirmation of the conversation and was told "it is all recorded"

So today I went to the store and called Samsung when i was with the shop assistant, and yes you guessed it. There was no note of the cracked screen, and to add insult to injury i was told the CS rep cannot authorise repairs.

Needless to say I am not happy.

I want the phone fixed. The shop has all the details of my visit and I made sure I spoke to the same person each time.

Any suggestions on what to do next?

[Deleted User]

xxdiddiexx wrote: »

I accidentally dropped the phone and the screen cracked.

Accidental damage caused by yourself is obviously not covered by the warranty. It's incidental (and unlucky) that they would otherwise have replaced the screen as part of a fix for the original fault.

You should have left the 'phone with them at the time of the earlier fault complaint.

SilverArrowUK

The Samsung S7 edge, now it’s been back 3 times for a repair since I got this last May 2016, the first time they said it was the software, so they did a reset of the phone, I told them it keeps dropping the calls, so they asked me to check with EE and they said its OK, so the 2nd time I took it back they set it off for a repair and said that the receiver had gone in the phone, so I though at last it’s going to be working, no it was doing the same thing it was doing before dropping the calls, I might be talk to a friend on the phone and then Bang, it’s gone dead, so 3rd time I took it back and they have said the phone has passed all its test but you can bet as soon as I get it back it will be doing the same thing again.

I asked them at the repair centre so how many times does this have to come back before you give me another phone and they have said we will keep on repairing it, I said yes but whatever fault it’s got no matter what you do to it its still got the same fault.

EE told me that if it’s been in for a repair 3 times and the problem is still there have to give me another new phone, but Samsung said no we will keep on repairing it, now how many times is it before I get a new one as they can’t seem to find the fault on it? Dose anyone know?

The other thing I have notice the 3 times I have been in there everyone’s taking these S7 edges back all with different faults on them, but the best thing of all is a lot of people are paying money for these repairs even though they have insurance Samsung said and I have heard then they have said take it to your phone companies insurance but when you got back to the phone companies they say take it to Samsung its under a 2 year warranty people are going mad in the repair centre so really why pay insurance when you don’t get anything for it?

JJ_Egan

Insurance then you go through the Insurance company .
Warranty From Samsung is subject to their terms and conditions .
Your rights under the law are with the vendor not the manufacturer .
Step one should always be the vendor .