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ryancolefind's profile

Tutor

 • 

5 Messages

Wed, Nov 12, 2014 12:25 AM

Samsung Galaxy S4 Issue

Hello,

 

(images at bottom showing problem)

 

I bought a pre-owned Samsung Galaxy S4 from my local AT&T Store about seven months ago, and never realized that I have had a problem since the moment I bought my phone.  I have always had issues with charging my phone, sometimes it would charge, others, I would have to fiddle with the charger until it would finally work, and now the issue is even worse.  My phone was at five percent a days use, and bought a new charger (I had lost my other charger), and the charger REFUSED TO CHARGE MY PHONE!!  I thought it must be the new charger not working, so I went, bought a different charger, and it STILL REFUSED TO CHARGE.  I finally decided to pop open the back cover, and take a look.  I pulled out my battery, and sure enough one of the battery connectors was broken.  I had never touched it before, so it just broke.  I hadn't dropped my phone, so there was no logical explanation for the physical damage.  To make something clear, I never knew of the connector being broken until this moment.  I finally found a way to make my phone charge.  I have to shut it down, and it will charge.  It takes HOURS.  It is not fast, and is very noisy.  The phone powers on, vibrates showing it is charging, loses connection, and shuts back down.  The phone will NOT charge when on, and when powered on still thinks a USB connector is plugged in.

 

I just got off the phone with an AT&T Customer Service representative.  He was very kind, and explained that he could not do anything about the phone.  I told him how I did not break the connector, and since I BOUGHT THE PRE-OWNED PHONE BROKEN FROM AT&T that they should help me out with the financial costs with replacement. (there was no yelling involved as some people may interpret from the all caps).  The representative gave me many options, all which cost's money, or to send it in to Samsung and wait four to six weeks.

 

Since the phone was returned from a previous customer, refurbished, and resold to me, I strongly believe that the previous owner knew about the problem, and stuffed back the battery connector into the port.  I have always thought that the connector was supposed to be shorter than the rest (farthest right on phone) and never realized how easy it was to push it in with a screw driver.  When it popped out on me, I pushed it back in, and it worked temporarily.  This paragraph is probably confusing, but my point simply is that I did not break the phone, yet AT&T will not help me out.

 

Right now I discovered another weird issue.  I shut down my phone with 14%, rebooted it, and now I have 25%.  This shows how broken the battery meter, and connectors are.

 Image 3

Image 2

Image 1

I looked at local cell repair shops, and they couldn't help me, so if you can... any advice is helpful.

 

Please let me know if you have any ideas on how to deal with this issue. 

 

Thanks,

ryancolefind

2 Attachments

bizhui

Scholar

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457 Messages

7 y ago

Your only solution to this is to get another phone because repairing a phone or have it replace is simply going to cost you more, and it doesn't make sense to try to repair the phone. At this point, it has no meaning to repair the phone. AT&T definitely won't have the warranty for you. So, good luck. 

Samsung

Ambassador

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518 Messages

7 y ago

Hi ryancolefind, 

Thanks for reaching out. We apologize for the negative experience. Even though the device is not longer under warranty we are happy to discuss repair options with you. Please send us all of your information to our support form so that we can go over the options with you.  Here is the link: http://on.fb.me/1jnZRzT. We look forward to assisting you. ^Jake 

 

Samsung Support

Tutor

 • 

5 Messages

7 y ago


@bizhui wrote:

Your only solution to this is to get another phone because repairing a phone or have it replace is simply going to cost you more, and it doesn't make sense to try to repair the phone. At this point, it has no meaning to repair the phone. AT&T definitely won't have the warranty for you. So, good luck. 



I appreciate your help, but it should not be my responsibility because I received a broken phone, and did not know about it until now.  Thanks for all of your help.

 

ryancolefind

Tutor

 • 

5 Messages

7 y ago


@Samsung wrote:

Hi ryancolefind, 

Thanks for reaching out. We apologize for the negative experience. Even though the device is not longer under warranty we are happy to discuss repair options with you. Please send us all of your information to our support form so that we can go over the options with you.  Here is the link: http://on.fb.me/1jnZRzT. We look forward to assisting you. ^Jake 

 

Samsung Support



Thank you for your help Samsung!  I filled out the form, and am waiting for a response.  The only thing that upsets me is that I did not break the phone, and should not be responsible for replacing it. Thank you for your help.

 

ryancolefind

GLIMMERMAN76

ACE - Expert

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22.5K Messages

7 y ago

pre owned phone?

 

Real company owned att stores dont sell used phones in store.  You can buy refurbs on ATT.com but they dont sell used devices in store.

 

If you bought this phone at an autherized ATT reseller then there is nothing ATT is going to do.

Tutor

 • 

5 Messages

7 y ago


@GLIMMERMAN76 wrote:

pre owned phone?

 

Real company owned att stores dont sell used phones in store.  You can buy refurbs on ATT.com but they dont sell used devices in store.

 

If you bought this phone at an autherized ATT reseller then there is nothing ATT is going to do.


They were testing out the program in stores, and it was at an AT&T Corporate store.  Thanks for your help.

Samsung

Ambassador

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518 Messages

7 y ago

Great Ryan, 

It looks like we reached out your email thank you! ^Jake 

Samsung Support

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