08-30-2016 02:03 PM
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  1. ric2001's Avatar
    I would love a 2-year replacement guarantee as well. I don't think that is asking for too much either.

    As far as the rest of your post yeah you are dreaming LOL. Why would they replace phones that haven't proven to be defective? Just because there was a defect detected in there manufacturing doesn't mean all their phones suffer the same defect.
    Uh, do car manufacturers wait for you to have a problem? I'm not necessarily just talking about life-threatening things like seat belts or air bags. But, even if a radio was found to have a faulty circuit that hasn't blown yet, they still fix it for you.
    Kelly Kearns likes this.
    08-11-2016 03:48 PM
  2. bkrell's Avatar
    Really? Because you just admitted to getting $165 that you're really shouldn't have. Maybe that's why we're having to pay those fifteen bucks to reimburse AT&T for giving out credit where credit's not deserved.
    Oh FFS, what I said was a simplification just to explain how AT&T is normally reasonable in matters like these. Could I argue that I didn't deserve the charges they stuck me with-absolutely. Would you like me to derail the thread to explain the difference between the cruise ship package and the passport package? I can do a better job than they did with me.
    Kelly Kearns likes this.
    08-11-2016 03:55 PM
  3. bkrell's Avatar
    OK
    -Called AT&T, spoke with customer care. Got nowhere. Said I could only exchange a damaged phone.
    -Asked for retention. Told retention my story. They said they'd gladly do a warranty exchange. I said, "Wait, I thought I could only exchange the phone for water damage?" Response was, "Well, that's what you're calling about right? The Active has issues with a defect. You don't want water damage" "Uh, YEAH!" I replied.
    -Got transferred to warranty. They asked me if my phone was turning on at all. I rehashed the issue. They said, "Oh, ok. Yeah, you don't want an Active that's not water proof!" Told me I was getting a certified LIKE new phone. I flipped out. I Wanna new phone! I wanna new phone! I wanna new phone!"
    -Ok, no, I didn't say that. But the rep told me the certified like new S7 Actives are coming from Samsung and are not returns from consumers. She said they are phones that may have been taken out of the box for testing, inspection, or other reasons. But they are unblemished and not refurbs.
    -So I said ok...IF I could ascertain the build date of the phone and verify it was post-defect...roughly.
    -She said "Sure!" You can exchange it as much as you want within your warranty. Or, within the first ten days, just let them know I'm not keeping the phone I got and send it right back.

    At this point, I agreed. Heck, I may even dunk it to verify. I'm still not thrilled with "Like new" but at least they will liberally interpret water damage...at least in retention and warranty.
    Kelly Kearns and FLTimmyB like this.
    08-11-2016 05:30 PM
  4. Kelly Kearns's Avatar
    OK
    -Called AT&T, spoke with customer care. Got nowhere. Said I could only exchange a damaged phone.
    -Asked for retention. Told retention my story. They said they'd gladly do a warranty exchange. I said, "Wait, I thought I could only exchange the phone for water damage?" Response was, "Well, that's what you're calling about right? The Active has issues with a defect. You don't want water damage" "Uh, YEAH!" I replied.
    -Got transferred to warranty. They asked me if my phone was turning on at all. I rehashed the issue. They said, "Oh, ok. Yeah, you don't want an Active that's not water proof!" Told me I was getting a certified LIKE new phone. I flipped out. I Wanna new phone! I wanna new phone! I wanna new phone!"
    -Ok, no, I didn't say that. But the rep told me the certified like new S7 Actives are coming from Samsung and are not returns from consumers. She said they are phones that may have been taken out of the box for testing, inspection, or other reasons. But they are unblemished and not refurbs.
    -So I said ok...IF I could ascertain the build date of the phone and verify it was post-defect...roughly.
    -She said "Sure!" You can exchange it as much as you want within your warranty. Or, within the first ten days, just let them know I'm not keeping the phone I got and send it right back.

    At this point, I agreed. Heck, I may even dunk it to verify. I'm still not thrilled with "Like new" but at least they will liberally interpret water damage...at least in retention and warranty.
    That sounds good. One good thing that may come from that.. Your warranty with AT&T will still be from the date of purchase. When you log into the phone with your Samsung account, and it registers it with Samsung, call them up and ask what the warranty date is on it. It should give you Samsung warranty from the day you log in until a year. That way, if something fails 11 months from today, even if not covered by AT&T, it should be covered by Samsung.

    Also if it has gone back to Samsung, that isn't what they do with most refurbs, that is something taken care of at AT&T.
    bkrell likes this.
    08-11-2016 06:08 PM
  5. FLTimmyB's Avatar
    So just so I understand customer care then retention then to warranty all because you asked if you could swap your phone even though it had no water damage..OMG you are a super hero on this one, to wade through all that and get the job done...good man...I might try again next week.
    bkrell likes this.
    08-11-2016 07:25 PM
  6. bkrell's Avatar
    So just so I understand customer care then retention then to warranty all because you asked if you could swap your phone even though it had no water damage..OMG you are a super hero on this one, to wade through all that and get the job done...good man...I might try again next week.
    Yep. Took me about an hour on the phone.
    FLTimmyB and Kelly Kearns like this.
    08-11-2016 07:28 PM
  7. TJA3500's Avatar
    When you get the latest phone from Samsung that's supposed have the water issue fixed, how will know for sure the water issue has really been resolved. You might have to take it for a swim to make sure. It would be nice to know before the one year warranty is up.
    If you test it right away then you'll know for sure because if you don't and it falls in the water after the one year warranty and stops working then what?
    bkrell likes this.
    08-11-2016 08:55 PM
  8. bkrell's Avatar
    When you get the latest phone from Samsung that's supposed have the water issue fixed, how will know for sure the water issue has really been resolved. You might have to take it for a swim to make sure. It would be nice to know before the one year warranty is up.
    If you test it right away then you'll know for sure because if you don't and it falls in the water after the one year warranty and stops working then what?
    Lol, that's what I was worried about with the original phone. I will test it ASAP, probably, before I return my current phone. That way, if it fails, I at least have this phone.

    As an aside, they asked me multiple times if I wanted a different phone. Had me a little worried!!! Do they know something we don't!?!? Hah!
    08-11-2016 09:03 PM
  9. TylerLV76's Avatar
    Lol, that's what I was worried about with the original phone. I will test it ASAP, probably, before I return my current phone. That way, if it fails, I at least have this phone.

    As an aside, they asked me multiple times if I wanted a different phone. Had me a little worried!!! Do they know something we don't!?!? Hah!
    They asked if you wanted to change phones? Like to an S7 or anything but an active? Thats exactly what Im going to do if mine fails the test this weekend.
    08-11-2016 09:25 PM
  10. bkrell's Avatar
    They asked if you wanted to change phones? Like to an S7 or anything but an active? Thats exactly what Im going to do if mine fails the test this weekend.
    Yes! It had me worried they thought I just had buyers remorse and was trying to get a different phone. Had to state at least 2-3 times "No, I love this phone! I just want to make sure it works correctly!" Lol, part of me was thinking Note 7! But having just come from an iPhone 6 Plus....I'm over the whole phablet thing... Pain in the rear to take running.
    FLTimmyB likes this.
    08-11-2016 09:45 PM
  11. Slade8525's Avatar
    No point bickering amongst eachother; there is already some movement in a legal direction in regards to this matter with the S7 Active. Again, we are working on it when we have time, entirely for the purpose of direct, NEW replacements, extension of warranty, or full refund with compensation for buyers' downtime/etc.

    S7 Active Open Letter to Samsung

    Please post in that thread so we can get ahold of everyone with an S7 Active and, if needed, present legal action upon Samsung for appropriate recourse.

    Thank you.
    jlczl likes this.
    08-11-2016 10:21 PM
  12. FLTimmyB's Avatar
    OK got brave today....took mine out to the pool while I was letting the dogs out put it in about a foot of water and let it sit for a minute or so, then removed and rinsed with fresh water and dried, just like Samsung said to do...as of yet no ill effects seen...for those of us with fails how long and how deep was it in the water and how long till you saw a fail.
    bryanmsi, bkrell, tkuhe and 2 others like this.
    08-12-2016 09:52 AM
  13. TylerLV76's Avatar
    OK got brave today....took mine out to the pool while I was letting the dogs out put it in about a foot of water and let it sit for a minute or so, then removed and rinsed with fresh water and dried, just like Samsung said to do...as of yet no ill effects seen...for those of us with fails how long and how deep was it in the water and how long till you saw a fail.
    32 ounce cup if water for 2 -3 minutes. Didnt fail right away. About 3-4 hours after I dried it off problems arose.
    08-12-2016 03:42 PM
  14. FLTimmyB's Avatar
    OK mine was in a foot of water for a min or two, no issues let it dry still working 5 hrs later, just took some photos of my daughter swimming in the pool and again rinsed and dried as per Samsung, I did make sure I left the case off so not to trap any water inside or make it any harder for it to get out. letting it sit so far all seems normal. I'm figuring this is what I would normally do with it see how it does, tomorrow maybe a longer dunk to test..so far I'm happy knock on wood.
    Kelly Kearns likes this.
    08-12-2016 04:01 PM
  15. TylerLV76's Avatar
    OK mine was in a foot of water for a min or two, no issues let it dry still working 5 hrs later, just took some photos of my daughter swimming in the pool and again rinsed and dried as per Samsung, I did make sure I left the case off so not to trap any water inside or make it any harder for it to get out. letting it sit so far all seems normal. I'm figuring this is what I would normally do with it see how it does, tomorrow maybe a longer dunk to test..so far I'm happy knock on wood.
    Have you made a call to check the speaker and checked your sim tray? If those 2 are good then Id say you got a good phone.
    FLTimmyB likes this.
    08-12-2016 04:24 PM
  16. FLTimmyB's Avatar
    just called too and from my work phone...all sounds good, did a youtube vid as well sounds clean
    bkrell likes this.
    08-12-2016 04:44 PM
  17. TylerLV76's Avatar
    just called too and from my work phone...all sounds good, did a youtube vid as well sounds clean
    Well im on vacation and so far mines gone down a waterslide and into the pool. Got some awesome underwater shots of my kids. So far so good. Its been about 2 hours since it was last in the water. Didnt dry it or rinse it, just tossed it in the cabana and let it be. Looks like this one may be a keeper.
    FLTimmyB, bkrell and Kelly Kearns like this.
    08-12-2016 07:30 PM
  18. TylerLV76's Avatar
    Well im on vacation and so far mines gone down a waterslide and into the pool. Got some awesome underwater shots of my kids. So far so good. Its been about 2 hours since it was last in the water. Didnt dry it or rinse it, just tossed it in the cabana and let it be. Looks like this one may be a keeper.
    Spoke to soon, its shot. Now to deal with At&t all over again.
    08-13-2016 02:41 PM
  19. FLTimmyB's Avatar
    Spoke to soon, its shot. Now to deal with At&t all over again.
    That sucks , i hope they send a second overnight since they sent a bad one
    08-13-2016 02:46 PM
  20. TylerLV76's Avatar
    That sucks , i hope they send a second overnight since they sent a bad one
    Ive been on hold using another phone for 30 minutes. Theyre gonna have to do alot better than sending me a new one. They better figure out how to get me in a store and walking out with a new phone. My Active is absolutely toast.
    Kelly Kearns likes this.
    08-13-2016 02:55 PM
  21. FLTimmyB's Avatar
    Fingers crossed for ya are you talking to retention team
    08-13-2016 03:01 PM
  22. TylerLV76's Avatar
    Fingers crossed for ya are you talking to retention team
    I just hung up with warranty repair, rentention and supervisors from both departments. They will only send another s7 active. I told them TMobile will buy out my contract and both the supervisor and rep both said they were sorry to lose a customer.

    Now understand I didnt ask for anything for free or crazy. I asked them to send me a standard S7 and thats is. No refund on the $130 difference or nothing, just send me a phone that hasnt had issues. They refused to do anything except send another phone. Im headed to best buy shortly to buy an unlocked S7 and when I get my replacement Active Ill be switching phone providers.
    08-13-2016 04:12 PM
  23. FLTimmyB's Avatar
    Wow..I am amazed..but then again your dealing with a weekend crew, my experience is that they are usually the worst to deal with. I know your on vacation but maybe worth a call on Monday morning. You might actually get someone who has a clue. Hang in there Try not to let this ruin your vacation.
    08-13-2016 04:28 PM
  24. TylerLV76's Avatar
    Wow..I am amazed..but then again your dealing with a weekend crew, my experience is that they are usually the worst to deal with. I know your on vacation but maybe worth a call on Monday morning. You might actually get someone who has a clue. Hang in there Try not to let this ruin your vacation.
    Its crazy because now all of a sudden the phones working lol. Im going to wait until I get back next Wednesday and deal with it then. Until that happens Im going to test the limitations of this thing.
    08-13-2016 04:38 PM
  25. FLTimmyB's Avatar
    Push the envelope on it see what happens
    08-13-2016 04:59 PM
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