topic Samsung Galaxy A5 in Other Devices

Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 13:11:47 GMT

Last Friday morning I turned my phone on but noticed the screen was not displaying properly and there was a crack on the screen.

I contacted 02 customer services explaining circumstances and in no way had I damaged it myself (took photos for evidence proving no physical evidence of damage to phone) and arranged for phone to be sent to repair centre. I was also told that the phone had a twelve month warranty in which I purchased handset in April 2015.

I had to pay for tracked service as 02 free delivery postage not tracked so wanted to ensure it arrived safely.

Anyway got an e-mail today from o2 mycare telling me that unfortunately the handset is deemed out of warranty due to CRACKED LCD SCREEN ? And that it would cost me £85.99 for a full repair.

There was no proof or explanation of any sort what caused it but I am aware that there have been issues regarding this make and model regarding problems with the screen.

I today contacted customer services asking for details and what evidence they have to back-up their findings but none could be given and spent nearly an hour trying to explain that if I had damaged it myself, I would have not wasted my time sending it back and taken it somewhere local for repair as I have no insurance.

I then got passed to Samsung who said that they could not help me as o2 repair centre have my mobile handset.

I feel pretty upset with the customer services provided and wanted to know if the matter could be taken further or what Consumer rights I have to avoid the additional expense ? Has anyone else encountered a similar problem with this type of phone and what was the outcome ?

A very un-happy customer.

Re: Samsung Galaxy A5

MI5 — Tue, 21 Jul 2015 13:16:53 GMT

Unless you can find evidence of thousands of other customers with the same "mystery" crack, you will never win this argument, I'm afraid.

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 13:24:42 GMT

brilliant so basically there was no evidence of water or accidental damage yet they can state that it's deemed out of warranty without a detailed explanation ! Great customer service that is and so warranty is pretty worthless if outside 14 days returns / refund period.

Has anyone ever escalated a complaint ?

Re: Samsung Galaxy A5

jonsie — Tue, 21 Jul 2015 13:27:57 GMT

Samsung would have to accept that it's a common problem before they would replace as part of a warranty claim. I can only suggest you get the phone returned to you and send it to Samsung for inspection and a decision. Other than that you will need to pay I'm afraid.

Re: Samsung Galaxy A5

jonsie — Tue, 21 Jul 2015 13:29:13 GMT

You can email a complaint to the address in this link. How to complain

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 13:39:53 GMT

Thanks jonsie for your time in reply.

Thought as much but have nothing to lose in sending it to Samsung in which I wish I had done in the first place.

But no doubt they will just say the same most probably.

Cheers for the link.

Hurlock

Re: Samsung Galaxy A5

MI5 — Tue, 21 Jul 2015 13:42:54 GMT

We would have advised you went to Samsung in the first place rather than O2 but in this case I can't see them saying any different.
It's not normal for screens to just break without any reason.

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 13:50:46 GMT

Thanks MI5 for your comments.

Yes all hindsight but may still do that anyway as I believe o2 repairs are not up to much by all accounts.

So you are saying that there are never any manufacturer faults with any phones ? Seems strange that on reading various reviews regarding this type of phone it seems that this fault has occured on numerous occasions. But like you said probably not enough for o2 / Samsung to admit that it's due to a manufacturers fault so us customers just have to live with it.

Re: Samsung Galaxy A5

MI5 — Tue, 21 Jul 2015 14:20:59 GMT

In all honesty, the only manufacturer that has ever acknowledged an issue of this type was Sony with the Z2.
There were some reports of Galaxy S4's cracking for no reason but it wasn't a widespread issue and Samsung never admitted to any manufacturing faults.
I'm not suggesting it could never happen but it would be extremely rare and the pressure on the screen from the frame would be immense.

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 14:43:03 GMT

Thanks MI5 for your further comments.

Well just received the following up-date from o2 repair centre:-

Good Afternoon

Thank you for your reply.

We are sorry you are disappointed by this outcome.

When handsets are sent for repair, all manufacturers request accredited
repair centres to conduct an inspection of the device to ensure it is
within warranty condition. This is part of the manufacturers warranty
terms and conditions and must be done prior to any fault diagnosis being
carried out.
Due to this all certified engineers must look for any of the following
signs before conducting any repair:

• A non-approved repair centre has opened the phone.
• The mobile phone has been damaged.
• The mobile phone has been used incorrectly.
• Liquid contamination is diagnosed on the device.
• The IMEI sticker is damaged, removed or torn.
• Warranty period has expired.

Please note the above list is not exhaustive.

In the case of your handset, the OCTA LCD Panel has been cracked. This
component is internal to the device and is usually the result of
excessive pressure, twisting or bending being applied to the handset,
which to the naked eye can look fine, however on the inside it has
caused the failure of the aforementioned component.

As Samsung consider that damage has been diagnosed to the device, the
warranty they offer is now void.
In order for any faults to be inspected, the damage would require to be
repaired first of all, this action would in turn restore the warranty
allowing for all reported faults to be investigated and resolved.

Unfortunately O2 has no jurisdiction over these terms of warranty, if
damage is diagnosed on any of our customers devices, they will all each
be contacted with similar quotations for repair or replacement.

Please reply if you would like to proceed or request return of the
device un-repaired.

Kind regards,

O2 Return & Repairs

Not too sure about their explanation, suggesting that I have been throwing the phone about perhaps yet no mention of any signs of damage to the casing of the phone etc.

Would one just accept it or perhaps seek a second opinion ?

By the way I spoke to Samsung technical services / repairs and they said that they could not comment without actually seeing the handset.

Re: Samsung Galaxy A5

gindygoo — Tue, 21 Jul 2015 14:45:39 GMT

There was a case of a swelling battery recently that cracked a screen, but it doesn't sound like this is the case with yours.

Are you absolutely positive somebody else didn't touch your phone? Or even an accident that you're not aware of, like phone in your pocket whilst sitting on it?

Anyhow, really hope you find a satisfactory resolution, sorry to hear of your pains.

Re: Samsung Galaxy A5

jonsie — Tue, 21 Jul 2015 14:54:42 GMT

I would still send it to Samsung. Even if they don't admit to liability they may still repair it for you. The only thing you lose is time but that's the way I would have gone initially and would go now.

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 14:56:38 GMT

Thanks gindygoo.

I am absolutely certain no-one else touched my phone and I am mystified why this happened. Like I said if I had accidentily damaged the phone myself I would not have bothered to send it back as I have no insurance coverage. I would have taken it to my local repair shop or local Samsung shop to have work carried out.

I just feel slightly let down even more so with their explanation as I was originally told that water damage and accidental damage would not be covered and was asked if there was any signs of existing damage to the actual phone casing in which there was not.

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 15:01:13 GMT

I think I will jonsie as disgusted with o2's reply.

If I was contracted to them I would seriously consider changing provider after this. Why would I have wasted my time sending it back if I knew that I was not covered !

No physical damage to the phone including any water damage yet they suggest that I have been using the handset excessively.

Will I have to have the phone returned to me first or do you think that o2 will send it direct to Samsung ?

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 15:02:51 GMT

Have you checked the battery to see if it has swollen? if so you could blame the cracked screen on that and get it fixed for free under warranty.

Personally i would'nt bother sending it to Samsung as i know they wont treat it as a warranty fault.

Good luck

Re: Samsung Galaxy A5

jonsie — Tue, 21 Jul 2015 15:02:54 GMT

You need to ask them to return it to you and then contact Samsung support.

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 15:12:56 GMT

Cheers again jonsie. Yes just had this confirmed by another email from o2 as follows:-

Good Afternoon,

Thank you for your email.

Our repair centre is fully accredited by Samsung to carry out their
repairs.
In order to remain fully compliant, they must follow Samsung Warranty
Terms and Conditions.

For full details on their warranty, please contact Samsung, however
brief information on their terms can be found here:

http://www.samsung.com/uk/support/warranty/

Also in our last email we advised that LCD damage is usually the result
of bending etc. We did not state that was what happened with your
handset.
Our repair is unable to specify the exact cause of the damage found as
they were ultimately not in possession of the device when the crack
occurred.

Finally it is not necessary to advise of all of your options regarding
getting your handset repaired.
As our repair centre acts in full accordance with Samsung, their
diagnosis and outcome would be the same.

If however you are wishing for a second opinion on the diagnosis done or
to raise a dispute with your warranty rights / product quality, we can
arrange for the handset to be returned un-repaired which will allow you
to arrange a repair with Samsung direct.

Please reply if you wish for the handset to be returned or if you wish
to proceed with repair.

Kind regards,

O2 Return & Repairs

Now saying that what they previously mentioned is not neccessarily the reason for the damage to my mobile phone as they were not present at the time of when the crack appeared ?

Re: Samsung Galaxy A5

Anonymous — Tue, 21 Jul 2015 15:30:26 GMT

sorry redtitbit must of missed your post.

Ok will do that and note your comments about Samsung and expect that anyway.

If no damage to phone battery shall I just proceed with repairs ? Would Samsung be any different in price do you think.

Looks like I may have to just accept it but feel that the warranty provided is useless.

Re: Samsung Galaxy A5

gindygoo — Tue, 21 Jul 2015 15:33:27 GMT

Well that was an abrupt email?

Get the phone back, see what Samsung say and yes, check the battery for swelling.

Hope you get out sorted, but please don't hold your breath

Charlie.

Re: Samsung Galaxy A5

MI5 — Tue, 21 Jul 2015 16:37:19 GMT

A5 batteries don't swell.