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The Samsung Galaxy S24
aftvc1973's profile

Tutor

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7 Messages

Monday, May 11th, 2015 7:51 PM

Brand new Galaxy S6 cracked by itself

Hi there, yesterday (May 10th, 2015) I traded in a Galaxy S5 for a brand new Galaxy S6 for my wife (a nice Monther`s Day gift I thought).  Today she was using it and the cellphone case (not an external case, the cellphone`s own golden back cover) cracked by itself.  She heard when it happend.  Really?  Last than 1 day of usage...  She took it to the AT&T store at Park Place Mall and they said it cannot be returned, that I have to use the insurance and pay deductible, etc.  WHAT ???????????  There must be a better customer service than this...  Please help and advise what can we do.

ACE - Sage

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118.2K Messages

9 years ago

How long have you had the phone? Less than 14 days? I would push for a replacement. A new phone shouldn't crack on its first day. And the back? That's just weird.

Good luck and I'm so sorry this happened to your mother's day gift.

Tutor

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7 Messages

9 years ago

As I said, I have it for LESS THAN ONE DAY...

 

I thought I could return it with less problem if in less than 14 days, but the person at store said it would cause an issue with the store stock as the phone doesn`t have a software issue, but a crack...

 

So basically he said I should pay for an eventual stock issue, not the store.  Can you believe that????

 

 

ACE - Sage

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118.2K Messages

9 years ago

Wish I could say "no..." But some clerks are terrible .

I didn't think the back could crack. That is obviously a defect.
If you bought it, maybe you have to process the return/exchange also?
I would suggest going in yourself and raising a little noise if necessary.

BTW, was this a corporate store? Or a retailer? (Best buy, target, kiosk at the mall, etc. )

Tutor

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7 Messages

9 years ago

It was an AT&T store at a major city mall...

 

Master

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4.1K Messages

9 years ago

It's hard to say positively, but if the phone cracked within the first day, and it was not from abuse (drop, hit, etc.) it sounds like a manufacturer's defect. If that case, I would suggest that you contact Smsung directly to see what they say about their warranty on such a new device. They may be able to replace it for you for free or for a small fee, since they are the manufacturer, and responsible for any manufacturing defects in the product...

Tutor

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7 Messages

9 years ago

So I called AT&T and Samsung.  Both basically ignored me.  They sas since it`s a physical damage, I would have to use the insurance ($6.99/mo) and pay a deductible around $200 to have it fixed.

 

Bottom-line is that they say I have to pay $200 for something that happened without ANY intervention.  The phone cracked by itself and NO ONE would back me (the customer) up on this.

 

They didn`t even consider doing an investigation on the device to look if I am lying or not...  

 

I`m attaching a picture of how the brand new phone, after one day of careful usage, looks like now.

 

I`ll post this issue/picture in any and every review forum I find from now on. Along with a big "thanks to AT&T and Samsung to turn my Mother`s Day gift into a nightmare".

20150511_182559.jpg

1 Attachment

ACE - Sage

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118.2K Messages

9 years ago

Yeah. That isn't a crack from being dropped. It's the kind of crack from being "bent". If you know what I mean.
These are the kinds of cracks that appear from being put in a pocket and then under some kind of pressure, like sat on.

Good luck and I'm sorry.

Tutor

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7 Messages

9 years ago

Agreed.  A crack like this happening after one single night (after been purchased) of no usage at all is VERY strange...  They should give me a new one just because it`s a shame...

Former Employee

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1.1K Messages

9 years ago

Hello @aftvc1973, we're sorry to hear about your phone issue.  Have you resolved this yet? If not, send us a private message by clicking here and one of our specialists will be in touch within two business days.  Please include your name, account number, contact information and the best time you can be reached.

Tutor

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7 Messages

9 years ago

The only suggested solution was to pay $200 (insurance`s deductible) for a new one...  I refused it.  I`ll contact you thru this link.

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