S6 Edge, ClearView cover, scratches, unhelpful customer service.

[Anonymous]

Hi Folks,

I was the proud owner of a Samsung Galaxy S6 Edge, and purchased the £50 Clear View cover to protect it.  Fast forward a few weeks and I'm now the not-so-proud owner of a sctrached S6 Edge.

I've been all over the internet, and it appears Samsung have acknowledged there's a problem and the advice to their own service centres is to replace the screen and send the handset back with an extra "protective coating" on it (i.e. a screen protector).

I popped in to an o2 store earlier, and it was suggested I go to a Samsung store and speak to them, and told that o2 only replace faulty items for 14 days after purchase... which is... interesting (and completely unacceptable - my contract is with o2, not Samsung, and claiming to refuse replacements or refunds after 14 days is potentially breaching statutory rights)

I've had two attempts at using the online chat here, both of which have mysteriously ended abruptly for no evident reason.

My issue is I have a handset a couple of months old that in combination with the case is clearly not of satisfactory quality.

Anybody else either suffering from this issue and had any luck getting a halfway sensible resolution (one that doesn't try to side-step it by directing you to the manufacturer)?

[jonsie]

All a little like peeing in the wind. Get a replacement phone from o2 that is in stock that is going to give the same issue after a struggle with complaints abetting involved.

@viridis had cause to get a replacement S6 Edge  from Samsung due to a display issue, no problem and no fuss.

[viridis]

Well, it was swapped by O2 but the situation was a little different.
1. It was a week old.
2. Unknown which part exactly to repair.
3. Samsung advised me to return to O2 as it had been such short time and " it shouldn't be like that"
O2 staff were very helpful and supported the Samsung reps advice of an immediate swap out.
Had it been a little while longer, it would have meant a repair. As the rest of the phone was perfect, I would have sent it to Sammy without a problem but never to O2 repairs first, especially if an offer of repair is on the table by Samsung.

[PhoneChanger]

Samsung will have your phone fixed and back to you within about a week (based on current turn around times), if, however, you live near to a service centre some of them are able to do it within a day (as they have the equipment in store to replace the screen).

Samsung have also been applying screen protectors to some of the handsets that have been returned (and it is advised to keep this on). Strangly however whilst Samsung are well aware of this issue, they are still selling the cases without any known changes to the case.

[perksie]

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@Anonymous wrote:

I'm intrigued by the view that the party responsible for resolution is not o2.... I'd be interested in any elaboration on why that is the case?

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It's not about responsibility, it's about getting the best result for you.

[Anonymous]

Is it the case itself that is causing the scratches or is the design trapping grit etc and this is the problem?

[PhoneChanger]

Its the design of the case that is causing the issue (they are picking up every little bit of dirt, grit, anything that is in the air or in your pocket) and as you are closing the case it is moving ever so slightly which in turn rubs the grit, etc into the screen.

[jonsie]

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@Anonymous wrote:

Is it the case itself that is causing the scratches or is the design trapping grit etc and this is the problem?

I'm guessing the design but why they continue to sell it is beyond comprehension 

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[Cleoriff]

It's simple for me...Samsung or O2/Anova? Never seen one complaint against Samsung repairs and service...Anova though...well thats a different story altogether

[jonsie]

Let us know what you decide and how you get on  @Anonymous

[viridis]

Yes please do let us know, I wouldn't wish that problem on anyone, we'll nearly anyone...