S6 Drop Distance

[mjthebeast]

Was at a hockey game taking a picture, phone got knocked out of my hand, fell 3-4 feet, and then stopped functioning. Is it dead? Or is this fixable? The screen has a barely noticeable crack in the top-left. Pretty disappointed if this is the durability they are advertising.

 

[B. Diddy]

Welcome to Android Central! Does it still make sounds and vibrate? If so, then it's probably just the screen that's damaged. But if nothing happens at all, perhaps an internal connection came loose, or there was damage to the motherboard.. The thing about drops (especially onto a hard surface, which is what I'm assuming it was, since you were at a hockey game) is that the way it falls and strikes the floor can be more important than how far it falls. If it falls in such a way that the shock of impact is concentrated (like landing on the corner) rather than more evenly distributed (like flat on its back), then the likelihood of damage is higher.

 

[mjthebeast]

The only response I get is when I hold the home button, volume, and power and I get a flash for a fraction of a second and that's it.

 

[B. Diddy]

You probably need to bring it to a repair shop to further diagnose the problem.

 

[mjthebeast]

So it rang this morning with the custom ring tone I had set. So that is promising, hoping it's just a loose cable. Going to take it in hopefully today.

 

[mjthebeast]

So the diagnosis is a cracked lcd panel which requires replacement. Estimates are running in the $350-$400 range from local repair shops, none of whom carry the part in stock. Looking at Samsung for options.

 

[B. Diddy]

Dang, that's steep! I'm used to hearing about a $100-200 range. I suppose it's because you have an Active, and not the regular S6. Good luck!

 

[rong21]

wouldn't insurance cover this?

 

[Law2138]

Dang, that's steep! I'm used to hearing about a $100-200 range. I suppose it's because you have an Active, and not the regular S6. Good luck!

I've had a similar hairline crack in my screen which required an lcd panel replacement through Samsung. I was quoted at $237.00 for a replacement. Although their site clearly states that it is $199.00 for out of warranty/damaged lcd repair for the S6, I only payed $70 for the replacement. Here's what I did:

1.Take photos of the device, find your receipt, and make notes of what happened when your device stopped working (In other words, get your ducks in a row before you call for support.)

2. Follow their repair instructions for mailing in the device. Keep track of the package and when it is delivered to the repair center. In my case, they take several days to actually check the device in after receiving it.

3. You'll get a call back when they've looked at the device and made their assessment. They'll demand payment within a business day or two or they will mail it back to you unrepaired. (The voicemail i received didn't go into the details of their assessment and almost seemed threatening. "If you don't pay up, we're not going to fix this and we'll send it back to you broken.")

4. Here's where I made my case. I purchased this device based on its advertised features of being rugged and waterproof and capable of keeping up with someone who has an active lifestyle. As my pictures indicate, I did not abuse the device or do anything outside of normal operation to compromise its ability to function. I really didn't understand how a minor drop could render the device inoperable especially if there are little to no signs of damage.
I made my case to Level I and Level II support, and eventually spoke to a manager at the repair center who adjusted the final bill to $70. Be persistent, ask for an explanation and push for a reasonable resolution. Sure, the device would not have stopped working if you didn't drop it, but is it not reasonable to expect this type of device to survive drops?

I reluctantly paid, but $70 is better than $237. And I'm not sharing this to encourage you to "get over" on Samsung. It really is about demanding them to stand by their advertised product and treat it appropriately. No, they didn't advertise the s6 active as drop-proof, however, they market it as being a rugged device that meets IP68 standards (some military battery of tests regarding waterproofing and dust proofing). This would lead the consumer to believe that the device is significantly more durable than a device with glass backing.

 

[B. Diddy]

Excellent approach. It takes preparation and patience, but that's what it often takes to get the best outcome.

 

[mjthebeast]

Thanks for the info, I'll see what they do. I'll share my unbelievable story of how this came to be. Also known as how the S6 Active fought a Teddy Bear and lost.

While volunteering at a Portland Winterhawks children charity event, Teddy Bear Toss, (there was a link here but I don't have enough posts to post it, so google Winterhawks Teddy Bear Toss the top result is the news release from OregonLive's website that has it), I was pulling this phone out to capture the moment. I was struck by one of the many bears (as I was near the access point to collect bears), causing the phone to fall three feet and land on the ground. Seeing no visible damage, I picked it up, attempted to press the home button, and noticed that the screen stayed black (later I found that the phone was still operational, I just couldn't hear anything with the phone in silent mode.) Through this process, I have been able to receive calls, make calls (via bluetooth), and receive texts (playback through my truck). However, upon further inspection, the LCD screen underneath the glass had a small crack causing the screen to fail, however, it is important to note, that there is absolutely no external damage whatsoever.

 

[B. Diddy]

Was this the culprit?

 

[mjthebeast]

Witnesses have placed him in/around the area, but not in the immediate vicinity.