S7 Edge rear glass cracked by itself, Help

[Mikee Johnson]

Hello I purchased a Samsung s7 Edge 3 months ago from Tesco mobile. The handset is in pristine condition, not a single scratch apart from the long crack that randomly appeared on the rear glass of the handset today. It has never been dropped, sat on etc and I am so broken hearted about this. I took it back to Tescos this evening and they told me they wouldn't do anything until it had been sent of for evaluation by a third party. They also sad that at no point would I be able to receive a refund under any circumstances and the best they would do is give me another handset of the same model, even though I said I would never accept another s7 edge as I had lost confidence in the handset.

I feel hard-done-by and salty about this situation.

Can anyone advise me on how to resolve this problem ty

 

[B. Diddy]

Welcome to Android Central! Sorry, but you're probably stuck. It's hard to prove that a crack wasn't caused by trauma, and damage like this isn't covered by warranty. That's why (a) you should always consider buying some extra insurance (which does cover accidental damage), (b) you should always have a case, since you never can be sure when and where trauma might happen, and (c) you should consider avoiding phones that use delicate materials like glass as their outer casing.

 

[Mikee Johnson]

Hi, thank you for the response. I do have insurance on the item, but am so furious that It has failed with no reason at all that I am refusing to claim on it. Why should I have to pay the excess for a dodgy phone. I have never been so angry with a retail purchase in my life. I have received a reply from Samsung today saying that I have to pay for the repair myself. They didn't even offer to evaluate the handset to prove it wasn't impact related.

Every television in our home is Samsung and everything we do goes through Tesco's. Shopping, fuel and mobile phones. This is now changing.

I cant believe how despicable these big businesses can be over a small amount of money. I am going to seek legal advice about the matter as customers must have some defence when they truly are innocent

thanks again and I hope others read this and avoid the S7 EDGE handset

 

[chanchan05]

Hi, thank you for the response. I do have insurance on the item, but am so furious that It has failed with no reason at all that I am refusing to claim on it. Why should I have to pay the excess for a dodgy phone. I have never been so angry with a retail purchase in my life. I have received a reply from Samsung today saying that I have to pay for the repair myself. They didn't even offer to evaluate the handset to prove it wasn't impact related.

Every television in our home is Samsung and everything we do goes through Tesco's. Shopping, fuel and mobile phones. This is now changing.

I cant believe how despicable these big businesses can be over a small amount of money. I am going to seek legal advice about the matter as customers must have some defence when they truly are innocent

thanks again and I hope others read this and avoid the S7 EDGE handset

Hard to say that when I have the S7E and it's survived for over a year now.

But I'm under the impression that something may have happened to it without your knowledge and it's really difficult to prove that the damage is not impact related.

Unless you can prove its not (maybe defective battery that expanded?) you can't get warranty. The only case of self broken rear glass I saw that Samsung covered was due to battery expansion.

 

[Mikee Johnson]

the battery has been immensely short on life lately, hmmm ty for response.

 

[gavo360]

Nothing you can do really other then claim off insurance or live with the crack, as far as tesco and samsung are concerned glass doesn't just crack without reason, and proving it wasn't you is almost impossible.

 

[Maciej Leeds]

Nothing you can do really other then claim off insurance or live with the crack, as far as tesco and samsung are concerned glass doesn't just crack without reason, and proving it wasn't you is almost impossible.

Im fuming, was sitting on facebook watching some video when the back glass screen just shattered in my hand, I've been having battery trouble lately ( turns its self off at 50% or even more ) which i think may be the problem but Im sooooo furious that i Just bought it from CEX as well. How can they Buy and then re-sell such broken and dodgy items??????

 

[Rukbat]

1) The battery is probably growing a dendrite - nothing can be done about that. It's the bane of the lithium battery industry, and it can't be predicted. One battery may come off the line and work without any problem for 4 years, the next one down the line might develop a dendrite after a few months. (Lithium Battery Dendrite links if you're interested.)

2. Curved class has to be properly annealed or it's going to break under the stresses introduced when it's curved. The slightest error in annealing it can result in cracks or shattering months, or even years, later. (It's why I won't own a phone with a curved screen,)

While I admit that a lot of the "refurbishers" just clean the phone up to look nice, package it and sell it as "refurbished", those 2 problems aren't the seller's fault - there was nothing they could have done about either of them.
@gavo360, as far as Samsung taking the position that the glass doesn't just crack without reason, it doesn't - they're just not going to admit that the reason is that some of their screens don't get properly annealed. (They've had problems with suppliers, both internal and external - before. Remember the campfire known as the Note 7?)