Internal crack on OEM replacement screen. Warranty?

[sukritnagpal]

Hello all,
This is my first post on a highly knowledgeable forum that i've been following forever.

I own a note 4, which I bought less than a year ago. In March, I managed to drop the phone on concrete from about 5 feet, and it shattered. Talk about gorilla glass protection! Anyway, I paid up and got samsung to replace it. In India, it costs about Rs. 8800 (USD 130 approx). Now, a few months later, after zero falls, i see a crack (or something else) inside the screen. It continues to grow, but you can feel absolutely nothing on the external glass, nor does it hamper usability in any way. Samsung says it's because of 'excess pressure' but I find that ridiculous and difficult to believe. Any suggestions please? I'm attaching a few photos which also showcase the way it has grown: photo 1 shows how it started, and photo 2 shows you how long it is now, as well as the fact that the screen works absolutely fine!
Additionally, not buying Samsung again. Build quality seems to be at a real low from all the cases I'm seeing online.
Thanks!

 

[adock22096]

Did you have someone replace it? If you did I would start there. If not call the company you bought the screen from.

 

[sukritnagpal]

Did you have someone replace it? If you did I would start there. If not call the company you bought the screen from.

Thanks, Adock!
Yes. I did get Samsung to replace it, but they claim this is physical damage, which it doesn't seem like to me. I am trying to understand what the problem is so I cam make a case out of it, and not let Samsung get away with unnecessarily fleecing me.

 

[Bosbouer]

That looks like misalignment during the replacement process which you paid for causing internal pressure. The repair shop should accept responsibility.

 

[sukritnagpal]

I'm going to follow up with Samsung!
Many thanks.

Has anyone else witnessed such a problem?

 

[nahoku]

Is it really a crack? Enlarged, the first photo looks like an adhesion problem. If it is, adhesive related and Samsung did the repair, then they should be liable.

 

[sukritnagpal]

I can't really tell! I don't think it's a crack, since you can't feel it on the internal screen, and because the screen works absolutely perfectly. I'm beginning to think it's adhesive too, and really feel Samsung should replace it free of cost.

 

[nahoku]

The main reason it doesn't look like a crack to me is because the anomaly has "width"... and the edges (and the middle of whatever it is) looks "undefined". It has to be one of the digitizer layers you're looking at and that's why you can't feel it on the glass. I agree, Samsung should repair it for free if it is adhesive related. Whether they will or not is another question all together.

 

[sukritnagpal]

Thank you!
Your responses have helped me frame my argument. I will take this up with Samsung, and ensure they do not cheat me.

 

[nahoku]

Well, good luck to you! I hope Samsung makes it right.

Edit... By the way, this is how much I enlarged your photo to look at the anomaly. If Samsung only replaced the glass, then they did a poor job. If they replaced the entire screen (with digitizers), then they gave you a bum screen. Either way, I believe Samsung is responsible to fix it.


View attachment 233827

 

[sukritnagpal]

Thank you so much for all your effort. I will update the thread when I can.
I think Samsung did replace the entire panel (with digitiser) since they gave the old part back to me, but I suppose it had a manufacturing defect. If only companies in India would take customers seriously...
Here's an updated picture which is much clearer. I think you're absolutely right, because on zooming in, it looks like adhesive.

 

[nahoku]

Looks like it's spreading too. Whatever it is, I hope Samsung does something for you.

 

[sukritnagpal]

Samsung finally didn't honour the warranty, and gave me no clear reason either. I'll be moving on from this unethical company and I suggest others do as well. There are no proper escalation procedures at Samsung India, and customers can raise no voice beyond a stage.

 

[sukritnagpal]

I see a lot of people excited about the Note 7, but as a member of this community, I would like to highlight the kind of service you're likely to receive. Screenshots of my email exchanges with Samsung. Note that this is post escalation. Nobody gets back to you with anything but generic emails.

 

[nahoku]

Unfortunate to hear what went down. Thanks for getting back to the thread though.

Have you considered emailing Samsung directly... a corporate office or something? The fact that the service center repaired your screen only to have it be a defective screen (probably) might bode in your favor if you have all this documentation.

I would be totally pissed if this happened to me.

 

[sukritnagpal]

Hi!
I have tried every means of communication possible. Nobody at Samsung cares.
I also want to point out that I have owned previous HTC, Sony, Asus, Mi devices and have ALWAYS been able to contact higher management, and get a refund / replacement / solution. This is the first time that I have encountered a company that literally DOES NOT CARE! I really wish more people would know about this, and avoid Samsung.