08-30-2016 02:03 PM
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  1. Kelly Kearns's Avatar
    No worries, I dont think you have anything to do with this debacle. Curious though, which part of the fine print are they referring to? It's not the "Water-resistant in up to 5 feet of water for up to 30 minutes." part is it?
    Well there is the key.. Resistant.

    Proof means it won't happen, resistant kinda like bullet resistant glass. Most times it will stop bullets, but not all bullets.
    08-10-2016 07:44 AM
  2. Kelly Kearns's Avatar
    It is worded very safely since the rating is water resistant and not water proof. While most times it will be fine, doesn't mean it always will.

    Like the Note 7, same rating. TMO unpacked it under water and wrote on the phone with the spen underwater.

    I won't be trying that with mine.
    08-10-2016 07:47 AM
  3. billharrison's Avatar
    No this is a total copout and why companies feel they can pull these tactics. I bought a phone that is IP68 compliant. That means it can be in 5 foot of water for 30 minutes with NO failure, damage, functional issues, etc. I am not asking for more than that. I am sick of people saying "but its a phone and obviously it cant be water proof its water resistant!". Well your just mincing words. If I choose to put my IP68 compliant phone in 5 foot of water for 30 minutes 4 times a day every day that I own it, it should do it. The "Duh" part is on Samsung, not us! If its a "Duh" you can't make a phone that does that, then fine, don't sell one that you claim does, and get all defensive when it doesn't.

    We are not insisting the phone does something it was not advertised as doing! Stop making excuses for these companies. Yes, I absolutely expect my phone to be waterproof to the specifications of IP68. Everyday, for the life of the phone. I certainly was charged for the privilege. Samsung had no problem advertising it and taking my money for it. Now you have a problem with me expecting it?
    bkrell likes this.
    08-10-2016 07:49 AM
  4. Kelly Kearns's Avatar
    So you are going with killing the messenger.

    I'm not making excuses for Samsung. Samsung and I are on very bad terms right now.

    I'm telling you guys what I was told and what I was told about the rating. The rating is not a water proof rating.
    08-10-2016 07:51 AM
  5. TylerLV76's Avatar
    It is worded very safely since the rating is water resistant and not water proof. While most times it will be fine, doesn't mean it always will.

    Like the Note 7, same rating. TMO unpacked it under water and wrote on the phone with the spen underwater.

    I won't be trying that with mine.
    I think Samsungs headed for a class action suit on this phone and based on them admitting fault in production as well as the advertising and wording directly in the phone apps, they stand to lose alot more than money.

    For the record, Im not trying to shoot the messenger. I appreciate the information you have from them.
    Kelly Kearns likes this.
    08-10-2016 07:53 AM
  6. Kelly Kearns's Avatar
    Again, this isn't new.. The same thing happened with the S5, the S6A and now this.

    I believe they raised the rating up some this time, but that is just what they told me. As I said in the beginning, I'm just passing along info that someone high up at Samsung told me.
    08-10-2016 07:54 AM
  7. Kelly Kearns's Avatar
    I think Samsungs headed for a class action suit on this phone and based on them admitting fault in production as well as the advertising and wording directly in the phone apps, they stand to lose alot more than money.
    Hopefully for you guys there is a fault in production and it there isn't fine print they can fall back on.

    Video chat with Samsung Plus. Ask them to have a supervisor call you to escalate. You can then try to escalate to ECR, Executive Customer Relations. If they don't help, you can ask to be transferred to the office of the president. You will have to leave a message, they will get back with you.

    Write down and keep your Samsung ticket numbers.

    But use the Samsung Plus app, don't call, use the video chat, you don't have to turn your camera on. That is a smaller, different department than 800 Samsung.
    TylerLV76, Law2138 and Phoneguy108 like this.
    08-10-2016 07:57 AM
  8. Kelly Kearns's Avatar
    I think Samsungs headed for a class action suit on this phone and based on them admitting fault in production as well as the advertising and wording directly in the phone apps, they stand to lose alot more than money.

    For the record, Im not trying to shoot the messenger. I appreciate the information you have from them.
    I know you aren't trying to shoot the messenger. I've had this info for a few days and haven't posted it yet but have been watching it.

    I know some will shoot the messenger. I was angry and Samsung ECR and agents at Samsung Plus and 800 Samsung got my wrath and they weren't the ones at fault.
    Law2138 likes this.
    08-10-2016 08:00 AM
  9. TylerLV76's Avatar
    Hopefully for you guys there is a fault in production and it there isn't fine print they can fall back on.

    Video chat with Samsung Plus. Ask them to have a supervisor call you to escalate. You can then try to escalate to ECR, Executive Customer Relations. If they don't help, you can ask to be transferred to the office of the president. You will have to leave a message, they will get back with you.

    Write down and keep your Samsung ticket numbers.

    But use the Samsung Plus app, don't call, use the video chat, you don't have to turn your camera on. That is a smaller, different department than 800 Samsung.
    Appreciate that info.
    Kelly Kearns likes this.
    08-10-2016 08:01 AM
  10. Kelly Kearns's Avatar
    Appreciate that info.
    I've been testing the Samsung Plus. They have a phone number but it is a different department. The video calling is one small department, in TX. They can't get away with telling you something that is crap and not making a note in your account. The agent can be tracked down if they do that.

    I had a supervisor do that on Monday. They have the video call and the phone calls recorded. She pulled them.

    Smaller dept, less chance of BS and being ignored.
    Law2138 likes this.
    08-10-2016 08:05 AM
  11. Law2138's Avatar
    Customer service is everything IMO. It's not like Samsung is a small company on the come-up either. They have a ton of resources and dedicated repair centers to assist customers and service devices. Their success with the Galaxy line of smartphones is big time as well as their reputation. It seems like if people go with carrier branded phones, there is a good chance its going to be a Samsung.

    By using the terms water resistance in marketing, showing commercials of devices falling into fish tanks and getting doused with champagne, Samsung placed themselves in a situation where the limits were going to be tested by 3rd parties and consumers. It has become a selling point for the Active line, S7s and Note 7. That's fine they want to go that route, but they should be more than accommodating when a manufacturing flaw has been identified the initial batch of devices.

    Why isn't this being handled like a recall in the automotive industry? Manufacturer's identify and acknowledge an issue, notify ALL consumers of affected product in writing, and foot the repair. Obviously people don't get a new car because an air bag is faulty, but the point is the manufacturer is being PRO active. In the case of a water-resistant device that is flawed, water gets inside and damages/corrodes a component. Isn't there a possibility that water can corrode other components and cause them to fail prematurely? Once water enters the device and causes 1 thing to fail.....everything else should be replaced as well. Why doesn't Samsung and AT&T contact those people and say, "Hey, there's a flaw in your device. Before something goes wrong, (accidental dunk or whatever) we want it back and we'll give you a new one."?

    That's my thought as to why people having the device before July should be offered a replacement.

    Underwater mode on the camera is a mistake and should be removed from the software immediately. Why even tempt the consumer or entertain the notion of taking an underwater shot if the device is water resistant and not waterproof? If one is taking under water pictures, they're most likely snorkeling or swimming in a pool. Maybe someone would take pictures of their fish, but whatever. I'll stop ranting. Everyone has a point in this discussion, but the bottom line is that if one pays money for a product and it doesn't do what it states from the start, then every effort should be made to satisfy the customer.
    FLTimmyB likes this.
    08-10-2016 08:36 AM
  12. bkrell's Avatar
    I think a lot of us know the difference between water resistant and waterproof. They can't just fall back on parsing out what IP68 means. They send this phone out to all the reviewers and encourage them to mistreat it. They put an UNDERWATER MODE on the camera. But it's beyond this. Consumer Reports and CNET BOTH tested samples of this phone under controlled conditions and they both failed tests the other current Galaxy models passed. And Samsung DID admit a fault in production. The bone they think they are throwing us is honoring the warranty for water damage when they usually don't. I think it's ridiculous that they didn't honor the warranty for water damage in the first place. It shouldn't pacify us.

    And no offense and not shooting the messenger but I don't understand what the high level secret info is you're sharing? The part about Samsung Plus or water resistant vs waterproof?
    08-10-2016 08:51 AM
  13. Law2138's Avatar
    The irony of all of this is that the Active line of devices are intended to be virtually worry-free. "Capable of withstanding small drops and dunks in water - Shatter, water and dust resistant."

    After all of this, I'd find myself worrying even more about it taking a dunk. As much as I love the aesthetics and battery size of the Active line, paying $800 for a device that has a feature that may or may not protect the device from failure is not in my best interest. Lest we forget that these devices are pocket computers that most of us rely on daily to accomplish more in less amount of time. Sending it off to a repair center and playing fine print warranty judo with customer service is something I'd rather not do.
    08-10-2016 09:24 AM
  14. Kelly Kearns's Avatar
    I think a lot of us know the difference between water resistant and waterproof. They can't just fall back on parsing out what IP68 means. They send this phone out to all the reviewers and encourage them to mistreat it. They put an UNDERWATER MODE on the camera. But it's beyond this. Consumer Reports and CNET BOTH tested samples of this phone under controlled conditions and they both failed tests the other current Galaxy models passed. And Samsung DID admit a fault in production. The bone they think they are throwing us is honoring the warranty for water damage when they usually don't. I think it's ridiculous that they didn't honor the warranty for water damage in the first place. It shouldn't pacify us.

    And no offense and not shooting the messenger but I don't understand what the high level secret info is you're sharing? The part about Samsung Plus or water resistant vs waterproof?
    There was no high level secret info I was sharing.

    Samsung Plus isn't a secret, it is just new. The app is likely pre-installed on your phone. It was on my Note 5. I disabled it, didn't need the stuff but I didn't realize the video chat for that customer care was in Samsung Plus.

    Water resistant vs water proof isn't secret info either.
    08-10-2016 09:24 AM
  15. Kelly Kearns's Avatar
    Oh one more thing from your post. They said, water damage always voids the warranty, because the phone is not rated water proof, but water resistant.
    08-10-2016 09:27 AM
  16. FLTimmyB's Avatar
    Hopefully these two will clear it up, Samsung admits that the phones are having issues with the water resistance in accordance with the IP68 Rating and will replace any phone that fails due to it https://l.facebook.com/l.php?u=https...89&h=vAQGHhLQe
    ATT posted the statement and acknowledged the same. https://www.att.com/esupport/article...less/KM1114489
    and here is the break out of IPXX ratings Water and Dust Resistant Rating - IP Scale defined
    Not trying to beat anyone up but here is what they are saying and what the phone is supposed to comply with. I enjoy everyones input and I didn't know about the Samsung plus video chat thing but that is handy and pretty cool just installed on my phone.
    08-10-2016 09:45 AM
  17. Kelly Kearns's Avatar
    If they are saying they will warranty exchange your phones.. Get on Video chat then if Samsung isn't honoring it.

    Will AT&T do it or do you have to send it to Samsung?
    08-10-2016 09:48 AM
  18. Law2138's Avatar
    Kelly, can you make a suggestion to your contact at Samsung?

    1. How about Samsung add the Active line of devices (S5 Active, S6 Active and S7 Active) (and list them under devices that are eligible) to Samsung Protection Plus.

    2. For the troubles of the early adopters of the S7 Actives, enroll them in Protection Plus for 2 years and waive the $99 deductibles for 2 replacements.

    IT would be a nice PR gesture on Samsung's part and might even restore some confidence of the Active owners.

    If Samsung can show out at the Rio Olympics and give out 12,000 S7s to athletes, they certainly can pay attention to those who support their Active line after investing in a $800 device.
    FLTimmyB likes this.
    08-10-2016 09:51 AM
  19. TJA3500's Avatar
    If the phone gets damaged from water, get it fixed. If it never gets damaged from water, then you will never know if it it's defective. Sounds simple to me, I wouldn't make a big deal over it.
    Manufacturers aren't going to fix something until it's broken.
    08-10-2016 09:51 AM
  20. Kelly Kearns's Avatar
    Kelly, can you make a suggestion to your contact at Samsung?

    1. How about Samsung add the Active line of devices (S5 Active, S6 Active and S7 Active) (and list them under devices that are eligible) to Samsung Protection Plus.

    2. For the troubles of the early adopters of the S7 Actives, enroll them in Protection Plus for 2 years and waive the $99 deductibles for 2 replacements.

    IT would be a nice PR gesture on Samsung's part and might even restore some confidence of the Active owners.

    If Samsung can show out at the Rio Olympics and give out 12,000 S7s to athletes, they certainly can pay attention to those who support their Active line after investing in a $800 device.
    I can make that suggestion and will. I won't be talking to that person again until Thursday or Friday.

    I don't know that it will get anywhere because it isn't consumers making the suggestion and complaint.

    For Samsung it would be me telling them about "random people on the forums". It would be best if you all got something together and each one called Samsung Plus, reported it, ask it to be escalated. Enough calls about something will trigger some automatic investigation.

    Asking it to be escalated higher up, gets more attention.
    08-10-2016 09:57 AM
  21. Kelly Kearns's Avatar
    I had a very big issue with Samsung and I finally went through the steps I laid out for you guys.

    They are resolving the situation completely.
    FLTimmyB and Law2138 like this.
    08-10-2016 10:02 AM
  22. FLTimmyB's Avatar
    ATT will do it from what I have read here they will send a phone to you and swap out at no cost..if you want 1-2 day service from ATT it costs about 15 dollars.
    08-10-2016 10:05 AM
  23. Kelly Kearns's Avatar
    So you can't do it at the store?

    Is it a refurb?
    08-10-2016 10:08 AM
  24. FLTimmyB's Avatar
    According to the letter from ATT you can but I have not heard of any success going down that path as of yet. Can anyone expand on this?
    08-10-2016 10:14 AM
  25. bkrell's Avatar
    The phone is rated IP68. That's not some random number open to interpretation. Go google it. IP68 is a two part rating. The 6 is for protection from ingress of solids aka dust. The 8 is for protection from ingress of water. An "8" rating means an object is capable of being immersed in water under conditions specified by the manufacturer without suffering adverse effects. So they can be squishy about the warranty but if so, they should stop using the IEC's standards to advertise their products. IP68 even allows water ingress. However, it can't harm the product. The reason Samsung reacted to CR's articles is because the devices plainly didn't meet the standard and they know they can't brush off Consumer Reports with some wishy-washy legalese. They obviously don't want to honor water damage because there is no way they can know if the damage occurred within the constraints of IP68.

    Kelly I'm just referring to the info you were speaking of in post 34. But it's like I said, I think we know the difference between water proof and water resistant. But if you say it's water resistant within the confines and definition of IP68, then that has a specific, internationally-recognized definition. If the product doesn't meet that standard, you are committing fraud.
    08-10-2016 10:15 AM
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