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)?

[Anonymous]

Thanks for all the advice, it is appreciated.  I've had no previous experience of o2's repair service so all the info there is useful (and seems to be summed up by the single word "avoid" !!)

I nipped into the Samsung store on Oxford Street on Wednesday, and the suggestion there was that they'd take some photos of the screen, send them off to head office for them to decide if the case caused the scratches and if so, provide a replacement.  I queried whether that meant a replacement screen or a replacement handset, and was left with the impression it'd be the handset.  However, I'll need receipts for both the phone and the screen, and only have the one for the phone, so we'll see how that goes (and herein lies the problem with reverting to the manufacturer - o2 are obliged to resolve the issue as my contract is with them, Samsung can set the rules as they wish... although I'm sure it'll be fine)

As you've suggested, a replacement handset could have the same issues (although I won't be using the clear view cover again!). A replacement screen with protector saves the hassle of setting up a new phone etc.

I'm still tossing up whether or not to fight for a refund and just get something different.  Samsung have admitted an inherent fault, and the products clearly aren't of satisfactory quality etc.  It annoys me when retailers deliberately try to avoid honouring statutory rights, regardless of whether I'd get a better result from the manufacturer.

I'll let you know how I get on!

[jonsie]

Please do and good luck.

[PhoneChanger]

Yeah do let us know how you get on.

From the issues i'm aware of Samsung have replaced the screens rather than the handset itself (so if this is the option presented to you take some photos of the condition of your phone so you can check it upon return).

If they do offer you a replacement handset it will probably be like Apple's program it could be a refurbished handset rather than a brand new one (though it will be difficult to tell the difference).

A refund may be slightly more difficult to come by, Samsung haven't officially admitted fault they have simply said they'll investigate. They wouldn't ever admit liability as it would open the flood gates for claims, refunds, repairs which are not associated etc.

Either way I would certainly not use the clear view case going forward.

[Anonymous]

Fair point on the admitting fault vs. "investigating" part.

Current status is that on visiting the Samsung (Carphone Warehouse) store on Oxford Street they've said they'll have to get back to me due to the lack of a receipt for the cover and having to check with head office.  I can provide proof of purchase from a bank statement though, or at least proof of a purchase from a phone shop of something the same price as the ClearView cover... 

Getting a little frustrated now!

[Cairdeas]

Glad I searched for this case thread. WHEN I get my Edge  I may have to rethink my strategy regarding cases. I always like a minimalist back cover. I have a black leather one on my M8. But the Edge's unique curves may put paid the that idea . Saw flip one in the O2 shop for £25  but I guess it's genuine Samsung x

[viridis]

*Cough
Avoid it like the plague frodo. Trust me.
The corners crack for no reason, I've been through two now, had to pay for the first replacement that was last Friday, today I got it refunded.
Look in my profile gallery. .

[Cleoriff]

Was hoping you would rock up and issue a word of caution @viridis. Apparently Samsung know they are causing problems but they are still being sold?

[Cairdeas]

---

@viridis wrote:
*Cough
Avoid it like the plague frodo. Trust me.
The corners crack for no reason, I've been through two now, had to pay for the first replacement that was last Friday, today I got it refunded.
Look in my profile gallery. .

---

I'll go look.. Thank you @viridis x

[viridis]

http://www.sammobile.com/2015/05/18/samsung-seems-to-have-done-zero-quality-control-on-galaxy-s6-cas...

[viridis]

You wanna hear the funny part, the Chinese knock offs don't do it..