10-25-2016 06:00 AM
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  1. fantasist2016's Avatar
    20th May 2016,

    After numerous calls to ANOVO, Samsung customer service, Samsung Head quarters, Customer relations, 2 formal complaints letters and 2 emails to Samsung customer service director, 1 email to their head of sales. I was told it was escalated to the highest level.

    They have emailed me to confirm that
    1. they will send me a brand new sealed replacement phone.
    2. refund me the £44.99 repair cost from ANOVO
    3. a gear vr as a good will
    4. to keep me updated about their internal investigation
    05-20-2016 05:39 AM
  2. oks10's Avatar
    20th May 2016,

    After numerous calls to ANOVO, Samsung customer service, Samsung Head quarters, Customer relations, 2 formal complaints letters and 2 emails to Samsung customer service director, 1 email to their head of sales. I was told it was escalated to the highest level.

    They have emailed me to confirm that
    1. they will send me a brand new sealed replacement phone.
    2. refund me the £44.99 repair cost from ANOVO
    3. a gear vr as a good will
    4. to keep me updated about their internal investigation
    I'm interested to see who get theirs first. You or the people STILL waiting for the VR promo... lol

    I'm glad they're cooperating with you finally (although it appears to have taken you quite the effort to get there..).
    05-20-2016 07:54 AM
  3. doohsun's Avatar
    Best thing to do is complain about your service experience on their Facebook fan page I bet you, you will get a difference response right away. That always works for me they don't like it when people put negative review on their fanpage and if they deleted it will show how bad they are. So most likely that won't happen.
    Alan Sims likes this.
    05-20-2016 08:02 AM
  4. love4speechless's Avatar
    I don't believe anyone checks the connector for moisture every time before charging their phone. I wasn't doing anything abnormal and I was charging the phone just like what I was doing every night. I only noticed the phone was shut down in the morning because of overheat (pop up message on the screen) and the phone was charged to 100%. Is it normal if there was a short circuit, the phone would still charge fully before frying the port? (I read in so many places that s7/edge has a moisture sensor, it wouldn't even charge if it was wet.)

    I had xperia Z1 and galaxy s5 before, I even took Z1 to take pictures in the swimming pool, nothing bad has happened to those phones and I'm back with my s5 at the moment. I haven't done anything even close to what I did with those other 2 phones (it was only 10 days old, normally I wouldn't treat something new with dangerous actions) I actually took extra care of the s7 edge, got a full body protector, leather case and the clear case. I really don't believe Samsung could blame me in this case.

    And, if you read their inspection report carefully, it doesn't even make sense. The way they are trying to blame their customer for all the faults makes me really angry. When I buy the phone, I buy the brand, buy the reputation and the customer service. Otherwise I could buy a similar spec Chinese phone for less than 1/3 the price. I thought I was buying Samsung like buying from Apple. I was wrong.
    I have both an iPhone six plus and now a S7 Edge. I had trouble with my S6 last year and was disappointed after being used to Apple care how much different customer service was with Samsung. They wanted you to do everything while with apple they see it as their responsibility to do everything that THEY can do. I really don't like Samsung customer care after experiencing Apple care
    05-20-2016 10:09 AM
  5. ded1945's Avatar
    There's nearly 70,000 hits if you Google on complaints about Apple Care. There is no perfect company!
    05-20-2016 12:26 PM
  6. cal1904's Avatar
    20th May 2016,

    After numerous calls to ANOVO, Samsung customer service, Samsung Head quarters, Customer relations, 2 formal complaints letters and 2 emails to Samsung customer service director, 1 email to their head of sales. I was told it was escalated to the highest level.

    They have emailed me to confirm that
    1. they will send me a brand new sealed replacement phone.
    2. refund me the £44.99 repair cost from ANOVO
    3. a gear vr as a good will
    4. to keep me updated about their internal investigation
    Hey man! I hope everything is getting sorted now for you, it seems like your case is quite similar to mine so I know how you feel! Samsung and Anovo seem to be a bit of a nightmare!
    05-20-2016 03:41 PM
  7. rjnotjonny's Avatar
    My s7e's USB port was fried when I had it for only 10 days, please see pictures.

    After sending it in to Samsung for inspection, I got a inspection report email this morning:

    "Thank you for contacting us regarding the problems you experienced with your Samsung product.

    We arranged for the unit to be inspected by a Samsung Approved Service Centre

    Once the engineer inspected the unit they noted that the water resistance test has failed caused by the burnt USB connector. The 5pin header of USB cable is burnt. There is dirt/dust and liquid residue inside the USB connector and cable. The speaker on rear case is damaged and melted next to the USB connector.

    The engineer has concluded that the device has liquid damage to the USB connector which has caused a short circuit during charge resulting in heat and burns to the device and cable. I can appreciate that the S7 is advertised as being water resistant, however the product specialist has confirmed to us that the device has been found to be tampered with in some way causing the water resistance test to fail.

    In situations where evidence of liquid ingress and/or physical damage is found, this invalidates the terms and conditions of the Samsung Warranty supplied with the unit as this is not a manufacturing/component failure.

    The engineer has noted the unit is repairable.

    As the results of this inspection are based on physical evidence as opposed to opinion we are unable to over-turn this position and we apologise for any problems and inconvenience that this process caused.

    A service centre called Anovo will contact you with a quote, if you are unhappy with this you can contact them using the details provided with the quote to request the device be returned to you un-repaired.

    I am sorry that we cannot offer a more positive outcome for you."

    Below was how the port got fried and I posted that on xda some days ago...

    "I put it on charge overnight, and I noticed it was switched off in the morning. So I switched it back on, there was a pop up message saying the phone had to shut down because of overheat and I saw the battery was charged at 100%. I didn't pay much attention and kept using the phone until that night when I tried to charge it again, I discovered the charging pot and the official cable tip were black and burnt. The phone wouldn't charge anymore and the usb connection couldn't be discovered on a pc either.

    Please look at these attached pictures, it looks like it could've started a fire...

    After searching extensively on the internet, I learnt that it was highly likely caused by water damage?! I don't understand why... it was dry and charging normally during the night. And even if it contacted water, the moisture sensor shouldn't allow it to charge, and it was charged to 100% and overheated."

    I don't think the inspection report makes much sense. I didn't tamper anything and I don't think the speaker was melt because it was working when I sent it in.
    I know your issue is resolved but i figured id create an account anyways to let you know you aren't crazy and this has happened to others as well.

    The night this happened i was laying in bed watching youtube videos. I had plugged the phone in and had started a video, then propped the phone up in the sheets so i could watch hands free. I have done this several times before without any issue. About 3 minutes into the video the phone screen went black, and came back of with a notification window stating "Your phone is currently overheating, only essential apps are available". I immediately grabbed the phone and right above the usb charger slot on the rear of the phone it was too hot to touch. I proceeded to remove the usb cable and let the phone cool and inspected it. At this point the phone would not charge through usb. I was able to finally get it to charge again, after much frustration, with another official samsung usb cable, but it has stopped working again tonight. The damage isn't anywhere near that of OPs, but it is still apparent. Now it claims that there is "moisture detected" in the usb port but it is dry, or it doesn't detect the cable at all.

    The next morning i called t mobile and they said the phone is covered by warranty and they would send me out a replacement refurbished unit. I told them i didn't find that acceptable since this phone is only 32 days old and if they are still going to charge me full retail for it and ill only accept the refurb if they reduce the cost of my contract to that of a refurb unit, and simply that a used unit was not going to fly. He said there was nothing they could do about that so i didn't go through with it.

    I then contacted samsung and they also mentioned that it was covered under warranty and they would go ahead and repair it, but only after allowing their "technicians" to inspect it to ensure that it was not caused by any foul play. After reading the horror stories other have faced with this situation (universal water damage declarations) i didn't follow through with this either. Plus on top of that they would have the phone for 10 business days without sending a replacement and this phone is my work phone so i couldn't just go without.

    This is my second s7, as my first was returned within 4 hours of acquiring it on release day. The phone had hardware issues right out of the box that caused it to constantly freeze, and reboot every 5 minutes without warning. Considering the already shaky history i've experienced with this phone, you can understand why i'm hesitant to accept a "refurb" or repaired unit.

    I don't know what to do at this point. I can't get this phone to charge anymore because of the damage to the usb port, and unfortunately my screen glue has been separating in the corner by the recent apps button due to a drop and finally cracked yesterday so i can't just send it in for warranty replacement anymore.

    s7e fried and Samsung's response-20160521_001201-2-.jpg
    05-21-2016 06:12 AM
  8. aha's Avatar
    Maybe they just want to avoid setting the precedence for replacing water damaged phones... it's nearly impossible for them to tell who intentionally sabotaged the phone to get a new one or who had this water damage incident happened to them. And what sucks for them is, they can't even admit this could happen in normal usage without intentionally sabotaging the phone... if a random small drop could break the seal, then the water resistant feature is still not very practical... no way they want this to be in public view.

    I think this is probably the state of water resistant technology right now. It's good enough at fresh factory condition, but normal life usage condition could break it.

    Posted via Android Central App
    05-21-2016 11:43 AM
  9. fantasist2016's Avatar
    I have received the repair refund from ANOVO and I received the gear vr yesterday 21st May, the person did tell me gear vr was not easy to locate. I was told the replacement phone should be with me in the next day or so.

    I would like to add that Samsung hasn't really changed their official attitude towards the supposed "water damage" issue. The reason I have got a replacement, a refund and a compensation was that they admitted they haven't handled my case well. (my case lasted for a month, and I was constantly lied to by ANOVO people, Samsung and ANOVO created a communication loop, so I couldn't get anywhere. even with official complaints with recorded delivery to 2 different addresses, they couldn't locate my complaints within 9 working days.)

    Regarding the supposedly "water damage" issue, I'm still waiting for their internal investigation and hopefully they could give me some tangible evidence.

    Although it's been resolved after a month. I think I am still at the losing end. The amount of time I spent in the past month to deal with this issue is far more valuable than the gear vr I have received as a compensation.
    flintlock likes this.
    05-22-2016 10:42 AM
  10. sazsed1's Avatar
    Omg I'm having the exact same problem I've got the s7 my phone was 3 months old plugged my phone in and burnt charger, melted back of phone. Sent to Samsung and exactly the same report back. There must be a fault in these phones. I'm fuming as I feel there is nothing I can do my phone is on contract so have to pay for 2 years for a phone that's broke 😩
    08-15-2016 03:53 AM
  11. Mark Lingwood's Avatar
    Just had the EXACT same problem with my phone and a nearly exact worded response from Samsung product liason.

    There is clearly an issue with this phone or charger.

    Would love if you could post some of your correspondence with Anovo and Samsung to help us pursue this further
    08-16-2016 04:31 PM
  12. ggrr8t's Avatar
    There is also a display issue. Today I looked at the edge at Verizon. I noticed it had pink vertical lines and also pink splotches. I went home and googled pink lines S7, and S7 display troubles. Loads of complaints. Most were told it was not covered because the phone must have been dropped or gotten wet. It's a shame. https://www.google.com/webhp?sourcei...+s7+pink+lines
    08-16-2016 06:08 PM
  13. saintyeti's Avatar
    I also have had this problem. Been told i have to pay for the repair. Didnt even blink when i mentioned it could of burnt my home down
    08-17-2016 09:15 AM
  14. briannamarie91's Avatar
    Okay so I am taking from all of this that 1. There is a clearly an issue with some chargers (these were all OEM chargers?) And 2. I am definitely charging wirelessly. Which i do every night anyway bc its a slower charge. But i use the cord for a quick boost.
    08-17-2016 12:10 PM
  15. obsesster1997's Avatar
    It just happened to me this morning, the exact same situation. I'm scared that Samsung will BS their way through their inspection to deny warranty. Please show us how to proceed with Samsung like you because I've been taking care of my phone very well.
    08-21-2016 10:39 PM
  16. Roman Akert's Avatar
    Im definitely not giving up, they replied to me via twitter that out of warranty was their final decision and they stood by their engineer's decision.

    I'm waiting for their full report and I'll write to them first, then report them to trading standards. And take them to small claim court if necessary.

    I'll gather all the docs together and send to every tech blog and ask them to post how samsung is treatimg their customer.

    I didnt spend all that money for a phone that only lasts 10 days and gettimg screwed by Samsung.
    As has been said before, the phone is advertised as water resistant and TV ads show it immersed in water. Your sample is clearly not fit for purpose and I too would pursue the matter with trading standards.
    08-22-2016 03:35 AM
  17. steezytech's Avatar
    If nothing you can use your phone and buy a wireless sharger to see if the wireless charger would work ( if the wireless charging module isnt fried too), but first try to return it for a replacement. :-)
    08-22-2016 06:07 AM
  18. steezytech's Avatar
    Also, try to pressurethem by threatening to visit your local consumer affairs and file a lawsuit against false advertising, for such consumer rights breach where they wontrelace something that was of their fault they can be fined up to 200,000$ here in Australia. Check your country laws and ifyou dont feel like doing te abovesated you can just keep nnpying them with phon calls daily. theyll give up eventually and give you a refund,trust me,it always works
    08-22-2016 06:10 AM
  19. Silly Putty's Avatar
    Every time I think of switching from the iPhone I see a thread like this and remember the great support Apple offers me.
    08-22-2016 08:50 AM
  20. W1bb1y's Avatar
    As has been said before, the phone is advertised as water resistant and TV ads show it immersed in water. Your sample is clearly not fit for purpose and I too would pursue the matter with trading standards.
    In the same boat here, only I'm just at the point of escalating to Samsung. As I've read so many post throughout t'Internet about Samsung attempting to cop out, I've pre-empted that it's going to be a massive hassle and started a blog to try and get it more public. I've posted elsewhere on this forum but I'm a new user and it's still waiting for moderator approval, so can't link it yet I don't think. Hopefully my blog link will post ok once approved, despite me being a newbie:
    https://cpwandsamsungcomplaint.wordpress.com/

    Cheers
    08-22-2016 01:07 PM
  21. briannamarie91's Avatar
    Now that it's occurring more mayhe Samsung will start to help and realize no one is tampering with their devices and it's clearly a issue with their charging mechanisms. Since I've read this I have only charged wirelessly at night cause I'm scared
    08-22-2016 01:08 PM
  22. traynor1987's Avatar
    Every time I think of switching from the iPhone I see a thread like this and remember the great support Apple offers me.
    My iPhone 6 Plus is bent and the refused to fix it so that's why I'm getting the new note 7.

    I mean it's in a case and in mint condition except that dreaded 'bend' problem, design flaw.
    08-22-2016 03:52 PM
  23. W1bb1y's Avatar
    Hopefully this will encourage people to stick with it, don't give up if you feel you're being treated unfairly. If you shout loudly enough, at the right people...
    I picked up my replacement handset today. Have a read of my blog, it's a bit lengthy in parts but there is a happy ending.

    https://cpwandsamsungcomplaint.wordp...nd-here-it-is/

    Good luck!
    08-26-2016 09:31 AM
  24. TMavC5's Avatar
    Maybe you can get a big voice like Android Central to help out and get PR going and tell these big company time to take care of their customer. They usually response well when people like ANDROIDCENTRAL and speak on our behalf.
    08-26-2016 10:45 AM
  25. briannamarie91's Avatar
    08-31-2016 02:27 PM
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