Samsung Galaxy S6 Edge Screen Touchscreen Freeze
I am a small business AT&T user that manages over 50 wireless accounts.I have an S6 Edge 128 that is a little over 30 days old, so AT&T will not accept a return or do a replacement. I called the KCC but they referred me to Samsung and said AT&T could not help.
I happen to live in DFW and there is a Samsung service center 45 minutes from me. I drove all the way there, spent the entire day there waiting (3 hour wait to get tech to look at phone) and was told that a software reflash of my phone would be a guaranteed fix.
It was not. I left the facility and within 30 minutes the touchscreen was freezing again.
Note that when the touchscreen freezes, it sometimes takes up to 10-15 minutes for the touchscreen functionality to come back. The home button, back button works, but the touchscreen is completely unusable. This happens now multiple times a day, and renders this phone practically unusable. This is a corporate supplied phone and I use it as a personal phone as well, so effectively I have no phone to use when this happens throughout the day.
My AT&T rep has said it is out of his hands since it is beyond the 30 days, and that the only remedy he has is another $1000 for a new S6 Edge. I am scared to drive out to Samsung again and waste an entire business day for nothing because the tech told me that he thought nothing was wrong with my phone and actually blamed me for turning Hearing Accessibility functions. This is patently untrue and I explained to the tech that I would never turn on disability functions but he said that is what happened. Furthermore he said that his policy was only to fix phones and denied my request for a new unit. This is the tech manager so Samsung is basically no help.
Meanwhile I have a $1000+ phone that does not work properly. It actually impedes both business and personal functions that I need it to perform and I have no resolution at this point. All I want is a replacement phone. I don't understand how my company can buy a $1000 phone (we do not want committments so we opt to pay full price) and neither AT&T nor Samsung will replace when something is wrong. I should not have to buy insurance either, per my rep, because only 45 days into ownership, I am clearly within the manufacturer's warranty