08-30-2016 02:03 PM
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  1. Law2138's Avatar
    So you can't do it at the store?

    Is it a refurb?
    The AT&T Website says you can do it at a store: https://www.att.com/esupport/article...less/KM1114489

    To replace your device you can:
    Call the 800 number
    Visit an AT&T store

    I couldn't imagine one going to an AT&T store with a water damaged S7 Active and not walking out with a NEW one. The official site directs people to their retail locations.
    FLTimmyB likes this.
    08-10-2016 10:16 AM
  2. TylerLV76'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.
    Thats simply not true. Every recall is done in attempts to solve a defect before it becomes a problem. If you're ok sending a device out and waiting upwards of 30 days for it to be repaired then so be it. Fortunately At&t is able to exchange the device at this point to speed up the process but for those who are using samsung to do the repair I highly doubt any of them are satisfied with the turn around time.
    08-10-2016 10:18 AM
  3. TylerLV76's Avatar
    The AT&T Website says you can do it at a store: https://www.att.com/esupport/article...less/KM1114489

    To replace your device you can:
    Call the 800 number
    Visit an AT&T store

    I couldn't imagine one going to an AT&T store with a water damaged S7 Active and not walking out with a NEW one. The official site directs people to their retail locations.
    I spoke to At&t this morning about this. Retail store no, service center yes.
    08-10-2016 10:19 AM
  4. FLTimmyB's Avatar
    I think you need to make sure its an ATT store and just not an authorized retailer
    08-10-2016 10:20 AM
  5. Kelly Kearns'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.
    The standard is.. As specified by the manufacturer. They didn't make up that rating. That rating gives everyone wiggle room.

    According to what was posted earlier, seems Samsung is going to honor warranty exchanges.
    08-10-2016 10:21 AM
  6. Law2138'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.
    Should be able to march into any retail location and get same day service. If you're not able to get to a store, get the 1-2 day service but request the $15 be waived. I understand AT&T is a business, but paying $15 to have a warranty replacement as soon as possible is a slap in the face. Oh its free if you want to wait 5-7 business days, but who does nowadays?
    FLTimmyB and benjamminh like this.
    08-10-2016 10:21 AM
  7. TylerLV76's Avatar
    Should be able to march into any retail location and get same day service. If you're not able to get to a store, get the 1-2 day service but request the $15 be waived. I understand AT&T is a business, but paying $15 to have a warranty replacement as soon as possible is a slap in the face. Oh its free if you want to wait 5-7 business days, but who does nowadays?

    Retail stores cant do the exchange. It has to be a local service center.
    08-10-2016 10:22 AM
  8. Kelly Kearns's Avatar
    Ok so if AT&T is allowing taking the phones in and exchanging them, then Samsung is allowing warranty exchanges.

    So I have to ask.. Doesn't that mean the issue is solved? Am I missing something?
    08-10-2016 10:22 AM
  9. Kelly Kearns's Avatar
    Retail stores cant do the exchange. It has to be a local service center.
    Well that means it is a warranty exchange handset.

    So that means it is an older device.
    08-10-2016 10:23 AM
  10. TylerLV76's Avatar
    Well that means it is a warranty exchange handset.

    So that means it is an older device.
    Not necessarily. I got mine last Thursday and it was a brand new phone in the retail package with a manufacturer date 3 weeks newer than my original.
    08-10-2016 10:25 AM
  11. TylerLV76's Avatar
    Ok so if AT&T is allowing taking the phones in and exchanging them, then Samsung is allowing warranty exchanges.

    So I have to ask.. Doesn't that mean the issue is solved? Am I missing something?
    Unfortunately its not resolved because the replacements are failing. They are giving out devices manufactured before July 8th which is when the issue was found.
    08-10-2016 10:26 AM
  12. Kelly Kearns's Avatar
    Not necessarily. I got mine last thrusday and it was a brand new phone in the retail package with a manufacturer date 3 weeks newer than my original.
    That is very odd for AT&T. They never used to do that when I was with them.

    BUT.. is there a supposed problem that was corrected after a certain date?
    08-10-2016 10:27 AM
  13. Law2138's Avatar
    Surely this applies to the S7 Active. Straight from the horse's mouth.

    What the IP68 Standard Means
    The International Electrotechnical Commission measures the degree of protection provided by enclosures, or “IP code.” IP68 means that a device must be completely dust tight, and protected against water to a maximum of 1.5 meters for 30 minutes.

    For the Galaxy S7 and Galaxy S7 edge, now the entire device is completely water and dust resistant, even the open connection slots, like for the charger and headphones. Previous Galaxy devices required a cap to cover the USB slot, battery cover and other openings, to shield them from water and dust. But that additional cover caused some complaints from consumers about the added bulk and the inconvenience of attaching and detaching the cover when charging and transfering data.

    An exclusive type of water protective tape has been applied to the front and rear glass and other parts of the Galaxy S7 and Galaxy S7 edge, while the use of anticorrosive materials and a corrosion-preventing coating for exposed parts on the exterior ensure these Galaxy smartphones are completely protected from water.

    The microphone needs to be able to receive sound clearly, so it is protected with portable electronics vents, which allows for a good flow of air and the outflow of humidity to prevent moisture from entering the device.

    Improving Processes to Get Certification

    Even with all of those advancements in the latest Galaxy models, getting the demanding IP68 certification required improved process controls, including for the management of individual parts, the systemization of the assembly process and thorough quality control.

    Finally, due to those many advances, improvements and changes made throughout the development process, the Galaxy S7 and Galaxy S7 edge received IP68 certification. It required relentless efforts from Samsung to make the innovations necessary to earn that rating, but the benefits of having devices well protected from dust and water made it all worthwhile.

    https://news.samsung.com/global/wate...galaxy-s7-edge
    08-10-2016 10:29 AM
  14. TylerLV76's Avatar
    That is very odd for AT&T. They never used to do that when I was with them.

    BUT.. is there a supposed problem that was corrected after a certain date?

    Yes, on July 8th the issue was found and "fixed" according to Samsung. Therefor any device made before July 8th is subject to failure. My replacement is June 28th so its probably going to fail however neither Samsung nor At&t will replace it until it fails.
    08-10-2016 10:31 AM
  15. Kelly Kearns's Avatar
    But that rating allows for water resistantance according to the manufacturer decision.

    BUT.. Seems Samsung is honoring exchanges. AT&T wouldn't do that without Samsung honoring them.
    08-10-2016 10:32 AM
  16. bkrell's Avatar
    So you can't do it at the store?

    Is it a refurb?
    Kelly, sorry for seeming like we are jumping on you but from this questions and some of your other statements, I see you aren't really up to speed with all the trials and tribulations we've hashed out in the handful of threads on this topic. We are still unlcear on a lot of the terms of the exchange/replacement process ourselves, which Consumer Reports noted in the article I linked to in my original post that started this thread, because AT&T frontline folks seem to not be up to speed yet.
    08-10-2016 10:33 AM
  17. Kelly Kearns's Avatar
    Kelly, sorry for seeming like we are jumping on you but from this questions and some of your other statements, I see you aren't really up to speed with all the trials and tribulations we've hashed out in the handful of threads on this topic. We are still unlcear on a lot of the terms of the exchange/replacement process ourselves, which Consumer Reports noted in the article I linked to in my original post that started this thread, because AT&T frontline folks seem to not be up to speed yet.
    Ok, if you aren't getting straight answers, I would suggest doing what I said earlier.

    You guys come up with your list of questions, etc. How things will be handled, new phones, manufactured after a certain date, what you can expect from the new phone.

    Each of you contact Samsung Plus, get the ticket escalated through the steps I gave you guys.

    Go around AT&T, go directly to Samsung. Be organized, go through the app to contact them, write down notes, ticket numbers and names. Very few people in that department.

    I did it, I was one person and one issue. Samsung came through.

    I would highly recommend you guys handle it this way. You might can get it resolved pretty quickly.
    08-10-2016 10:38 AM
  18. Kelly Kearns's Avatar
    Yes, on July 8th the issue was found and "fixed" according to Samsung. Therefor any device made before July 8th is subject to failure. My replacement is June 28th so its probably going to fail however neither Samsung nor At&t will replace it until it fails.
    I would go through the same steps I said earlier. Start with Samsung Plus.
    08-10-2016 10:40 AM
  19. Kelly Kearns's Avatar
    Ok, if you aren't getting straight answers, I would suggest doing what I said earlier.

    You guys come up with your list of questions, etc. How things will be handled, new phones, manufactured after a certain date, what you can expect from the new phone.

    Each of you contact Samsung Plus, get the ticket escalated through the steps I gave you guys.

    Go around AT&T, go directly to Samsung. Be organized, go through the app to contact them, write down notes, ticket numbers and names. Very few people in that department.

    I did it, I was one person and one issue. Samsung came through.

    I would highly recommend you guys handle it this way. You might can get it resolved pretty quickly.
    Too add.. One person I have discussed with in great detail, is one of the managers and supervisors on Samsung Plus. She got all this rolling for me and got an entire group of people from several departments.

    She also became my sole contact and I would call the video app, leave a message for her to call. She calls me daily, except the days she is off, so I only need to call her if something new comes up.

    Samsung Plus said they know 800 Samsung has been a problem and left a stain. I really think they are working to clear that up.
    08-10-2016 10:44 AM
  20. bkrell's Avatar
    Kelly part of the problem is this, AT&T seems to be more helpful than Samsung at this point. Our main issues are (and I'm not doing this in lieu of what you suggested, just explaining to you)

    -We don't know which phones are affected other than guessing the problem was fixed when Samsung acknowledged the defect. Samsung won't release any way we can identify the phones by serial number.

    -This leads to the second problem, we have no way of knowing our phone has a problem unless we dunk it and damage it. Then we are out a phone until we can get a replacement.

    -We can't short circuit that process because of the next issue-Samsung and AT&T are telling us they're only replacing damaged phones

    -I think many of us feel it's kind of "cruddy" that Samsung is not officially offering us a new phone for their screwup. I'm fine with a refurb if I drop my phone and break it. But for an acknowledged defect? Why should I have to do that? I mean, I received my phone about 2-3 days before the CR article hit. And I bought it specifically to replace a water damaged phone. That's a punch in the gut. I should have returned it in the original 14 days to AT&T.

    -What happens if we baby our phones for a year and then lose them to water? We're out of luck as far as Samsung is concerned. That's why CR has requested they extend their warranty on our phones.

    When I get a free moment this evening, I'm going to start trying both AT&T and Samsung on this process.
    08-10-2016 11:02 AM
  21. Kelly Kearns's Avatar
    I understand all that.

    That's why I'm suggesting you go through Samsung Plus.

    Tell them what you want exactly to be satisfied.

    I did and they are doing it.
    08-10-2016 11:04 AM
  22. jlczl's Avatar
    It's interesting how this thread blew up all of a sudden. I was under the impression that people were already getting their phones replaced if they had any issues. There is comments on record from both AT&T and Samsung that they stand behind the product and will replace any phone that gets water damaged within a year so I'm not sure I understand what all the fuss is about.
    08-10-2016 11:06 AM
  23. FLTimmyB's Avatar
    jlczl, the fuss and I think rightfully so is that you bought a phone on Oh June 16th, three weeks later Consumer Reports breaks that the phones are failing...well, now you cant exchange it, so you have the phone. Samsung will not tell you what batch of phones are possibly bad, and the only way to tell for sure is to take your phone for a swim. Now you can send it back to Samsung for repair and wait for weeks (all this time with out your 800 dollar phone which you are probably still paying on), or you can request a exchange from AT&T and either wait 7-10 days or pay 15 dollars (rounded number) for an expedited exchange, oh and that exchange from AT&T may be from the batch that failed and the only way to know is to dunk it again and possibly get to do this whole hokey pokey again. I think the best thing to do at this point from a AT&T/Samsung standpoint is say "Hey we had a problem we fixed it, we will either protect your phone via warrenty for two years if it was made before date X or you can contact us and we will send you a replacement that was made after we found the issue."
    08-10-2016 11:16 AM
  24. Kelly Kearns's Avatar
    It's interesting how this thread blew up all of a sudden. I was under the impression that people were already getting their phones replaced if they had any issues. There is comments on record from both AT&T and Samsung that they stand behind the product and will replace any phone that gets water damaged within a year so I'm not sure I understand what all the fuss is about.
    There are still some questions about phones with no damage before the specific manufacturer date and will they get phones after the specific manufacturer date.
    FLTimmyB likes this.
    08-10-2016 11:17 AM
  25. Kelly Kearns's Avatar
    jlczl, the fuss and I think rightfully so is that you bought a phone on Oh June 16th, three weeks later Consumer Reports breaks that the phones are failing...well, now you cant exchange it, so you have the phone. Samsung will not tell you what batch of phones are possibly bad, and the only way to tell for sure is to take your phone for a swim. Now you can send it back to Samsung for repair and wait for weeks (all this time with out your 800 dollar phone which you are probably still paying on), or you can request a exchange from AT&T and either wait 7-10 days or pay 15 dollars (rounded number) for an expedited exchange, oh and that exchange from AT&T may be from the batch that failed and the only way to know is to dunk it again and possibly get to do this whole hokey pokey again. I think the best thing to do at this point from a AT&T/Samsung standpoint is say "Hey we had a problem we fixed it, we will either protect your phone via warrenty for two years if it was made before date X or you can contact us and we will send you a replacement that was made after we found the issue."
    There is also the retention department at AT&T. They have the authority to send out a new phone to you, overnight, for whatever reason they want to.

    You have to be ready to tell them you are willing to walk and they need to make you happy.
    FLTimmyB likes this.
    08-10-2016 11:20 AM
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