Verizon Rep missed the SIM tray hole and jamed the removal tool into the hole next to it

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tgm1024

tgm1024

Well-known member
Feb 3, 2016
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Unlocked S10+, purchased directly from Samsung, and I'm getting a new SIM at the Verizon store.

I'll just list it out.

  1. Pointy tool given out with S10+ is used to release the SIM/SD-card tray on top of phone.
  2. You're supposed to poke it into the hole on the top edge next to the tray, and the tray releases. Works.
  3. Maybe an inch away to that is another hole that the rep called a "sound port". It's not the ear speaker: That's on the face.
  4. He jammed the release tool into that hole first, and quickly realized his mistake and then got the right hole.
Me: "You didn't actually do any damage to that, did you?"
Rep: "Nope."
Me: "What is that hole for?"
Rep: "It's a sound port. There is nothing sensitive in there any longer, no mesh, no anything, so there was nothing to 'hit'. "
Me: "......." (nervous)

Phone seems ok, but I honestly don't know what's under that hole.

Anyone know what might go wrong in the future? This phone is freaking brand new.
 
It is a speaker (micro speaker) I would play music as loud as you can and listen for any distortion...
The other thing to worry about is the water resistance...if he shoved it in too far it could compromise the IP68 rating and possibly let water in...
Oh, and also, damn...! Another example of how poorly the carriers train these folks, disgraceful.

I would demand a replacement as you just cannot tell how hard they pushed the tool in?
Just my Opinion
 
Under no circumstances is that ok. Demand a replacement. If they won't replace it, return it, pay the restock fee, and get it somewhere else.
 
Agree with bassplayrguy. Ask for a manger if needed but they cannot guarantee the water resistance now, replace it...
 
tgm1024 said:
Unlocked S10+, purchased directly from Samsung, and I'm getting a new SIM at the Verizon store.

I'll just list it out.

  1. Pointy tool given out with S10+ is used to release the SIM/SD-card tray on top of phone.
  2. You're supposed to poke it into the hole on the top edge next to the tray, and the tray releases. Works.
  3. Maybe an inch away to that is another hole that the rep called a "sound port". It's not the ear speaker: That's on the face.
  4. He jammed the release tool into that hole first, and quickly realized his mistake and then got the right hole.
Me: "You didn't actually do any damage to that, did you?"
Rep: "Nope."
Me: "What is that hole for?"
Rep: "It's a sound port. There is nothing sensitive in there any longer, no mesh, no anything, so there was nothing to 'hit'. "
Me: "......." (nervous)

Phone seems ok, but I honestly don't know what's under that hole.

Anyone know what might go wrong in the future? This phone is freaking brand new.
Click to expand...
That's a microphone, check your video sound in camera app take a sample if you can hear loud and clear , test making phone call if person can hear you..geez what was that Verizon rep thinking .
 
tgm1024 said:
Unlocked S10+, purchased directly from Samsung, and I'm getting a new SIM at the Verizon store.

I'll just list it out.

  1. Pointy tool given out with S10+ is used to release the SIM/SD-card tray on top of phone.
  2. You're supposed to poke it into the hole on the top edge next to the tray, and the tray releases. Works.
  3. Maybe an inch away to that is another hole that the rep called a "sound port". It's not the ear speaker: That's on the face.
  4. He jammed the release tool into that hole first, and quickly realized his mistake and then got the right hole.
Me: "You didn't actually do any damage to that, did you?"
Rep: "Nope."
Me: "What is that hole for?"
Rep: "It's a sound port. There is nothing sensitive in there any longer, no mesh, no anything, so there was nothing to 'hit'. "
Me: "......." (nervous)

Phone seems ok, but I honestly don't know what's under that hole.

Anyone know what might go wrong in the future? This phone is freaking brand new.
Click to expand...
It's not a sound port. You are going to need to hold them accountable. If they won't make good and are in the U.S. you may have to take legal action.
 
I have done this and been okay but the difference here is that it was me that did it -- if a rep did it that is another story especially since they are supposed to be trained w/ stuff like this. Regardless if anything was done or not I would want a replacement. I expect my new phone to be literally new... but that is why I don't let reps touch it. I always say I will do it on my own no matter how much they try and "help" me with it.
 
That's not a sound port. That's a mic. If you try to record a video it should be recording in stereo (two mics).
 
So it sounds like there might be a punctured membrane over the mic, limiting it's ability to handle water then?
 
The worst thing about this is that it occurred to me that something might go wrong when I was home before I left for the V-store. When I got there I literally said "So I'm supposed to open this up, right?, Because it's my phone?" (and I reached for my removal tool). He then said, "nah, I'll do it." And I somehow I trusted that less could go wrong.

Man, that tool is sharp too. I'm so friggen angry, because there's no way for me to tell for sure what happened without paying to have Samsung open it up (I'm not letting those guys touch it behind my back).
 
Almeuit said:
I have done this and been okay but the difference here is that it was me that did it -- if a rep did it that is another story especially since they are supposed to be trained w/ stuff like this. Regardless if anything was done or not I would want a replacement. I expect my new phone to be literally new... but that is why I don't let reps touch it. I always say I will do it on my own no matter how much they try and "help" me with it.
Click to expand...

When you did it, did you feel any kind of collapsing resistance in the tool (like it was crushing or puncturing something), or did it smack up against something hard?
 
Anyone know where I can get a break-away diagram of the S10+? Anyone have a service manual?
 
tgm1024 said:
When you did it, did you feel any kind of collapsing resistance in the tool (like it was crushing or puncturing something), or did it smack up against something hard?
Click to expand...

Felt like something hard.
 
Under NO circumstances at all would I ever let a Verizon counter jockey touch my phone.
IMO they are brain dead morons that just scored this new job after flipping burgers at McDonalds.

They know nothing about phones at all. Hopefully you can get your phone replaced.
 
Last edited:
Well, it happened kinda fast. I think the guy was really tired (it was closing). He was the manager of the store. I don't know if it's a privately owned one or not.

Another wrinkle in this in all the digging I've done: The top microphone is a 2ndary mic used for noise cancellation. I'm not at all sure how to diagnose a hurt noise cancellation mic. It might also be used for stereo recording (L/R in landscape video recording), but I haven't seen an explanation of that yet.

I'll know more by tomorrow when I talk to him. This is a bit of a mess, because I'm not going to allow for them to replace it by themselves.

1. I would have to deal with Verizon from then on for hardware complaints even if I switched carriers.
2. I cannot guarantee that the two things are precisely equal:

An Unlocked phone from Samsung
vs.
A "Verizon Unlocked" phone from Verizon​

For F's sake, I just didn't need this headache.
 
The last phone I bought from a Verizon store was the HTC 10. Ever since then I have bought my phones unlocked, including the S10+. All I do is take my active sim that is in my current phone and place it in the new phone. Everything works fine. No need for me to go into the Verizon store at all. I'm sorry that this has happened to you. I would ask for them to reimburse you for the purchase of the unlocked S10+ that you got from Samsung. If they refuse then I would threaten litigation. I would not accept a Verizon variant either. It's not the same phone that you bought originally. I hope it works out for you in the end. I am sorry that you have to go through this.
 
radgatt said:
The last phone I bought from a Verizon store was the HTC 10. Ever since then I have bought my phones unlocked, including the S10+. All I do is take my active sim that is in my current phone and place it in the new phone. Everything works fine. No need for me to go into the Verizon store at all. I'm sorry that this has happened to you. I would ask for them to reimburse you for the purchase of the unlocked S10+ that you got from Samsung. If they refuse then I would threaten litigation. I would not accept a Verizon variant either. It's not the same phone that you bought originally. I hope it works out for you in the end. I am sorry that you have to go through this.
Click to expand...
Not to go too far off topic but does your unlocked version on Verizon support Wi-Fi calling and HD calling? I thought I read somewhere else that someone was able to get the Wi-Fi calling to work just looking to get a confirmation from someone else. I already have a Verizon S10+ but I'm just curious and might help others. I guess the OP would also know the answer, but didn't think to ask.
 
Mike Dee said:
Not to go too far off topic but does your unlocked version on Verizon support Wi-Fi calling and HD calling? I thought I read somewhere else that someone was able to get the Wi-Fi calling to work just looking to get a confirmation from someone else. I already have a Verizon S10+ but I'm just curious and might help others. I guess the OP would also know the answer, but didn't think to ask.
Click to expand...

Lots of reports of it working in this thread.

But I'm too incensed to have even checked. This just happened last night and the more I look into this, the angrier I get.
 
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