Uniquely for you. Order the new Google Pixel 6, now!
dropshadow's profile
dropshadow
Rising Star
#1 Star!
25,000 views

Tutor

 • 

11 Messages

Sat, May 23, 2015 4:43 PM

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

dropshadow

Tutor

 • 

11 Messages

6 y ago

Additionally - the problem is that the issue is intermittent. I can sometimes force the phone to freeze when I run a lot of applications, but I can't recreate the problem on demand 100%. So it's tough to show Samsung the issue on demand. I was able to show the tech once, but he disappeared into the back room and came back and said it was Accessibility functions turned on. Again, untrue. I asked him to show me the function, and after it turned on, you are still able to use the touchscreen, just double-tapping instead of single. This is not the problem I am having.

 

I have uninstalled all applications, I have run the phone after a factory reset, and now after a Samsung software reflash, and still experience the problem. So I know it's not an application issue, or something that I installed. Since a software reflash did not fix the problem, it is probably not a base OS problem. I have noticed that when my phone gets a little hot that the issue shows itself more frequently. My guess is that when my particular unit heats up (CPU processing, battery), the touchscreen freezes. I have no way to prove this, just my guess, but anyways, AT&T and Samsung are unwilling to do anything for me at this point

dropshadow

Tutor

 • 

11 Messages

6 y ago

seriously, 130+ views and not one response from AT&T? I find it very odd that my AT&T rep, and whoever watches these AT&T sites have no resolution for me. you guys on this site don't know this, but my AT&T rep knows that i manage voice, data, wireless for my company. that includes multiple 100mb data lines, local and long distance and mpls network and AT&T firewall. geez, and still no help.

 

I'll be publishing videos to youtube later today.

GLIMMERMAN76

ACE - Expert

 • 

22.4K Messages

6 y ago

This is mostly a customer to customer forum.  

 

Why cant ATT swap out the bad phone like they do with non business accounts.  The phone has a 1 year warranty against defects.

dropshadow

Tutor

 • 

11 Messages

6 y ago

Huh. I always thought this was an AT&T moderated site. Appreciate the heads up.

 

Have you ever tried to get a replacement at the store after 30 days? The store I went to said that it is a manufacturer issue after 30 days, and not AT&T's responsibility.

GLIMMERMAN76

ACE - Expert

 • 

22.4K Messages

6 y ago

Att will swap out broken phones at att device support centers. Or 611 can send you a swap device

Tutor

 • 

7 Messages

6 y ago

I have the same problem with my Galaxy S6 active.

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.