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Constellation

Re: Galaxy S7 Edge battery swelling and getting hot

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I too am having this issue both front and back on the left side  have swollen and pushed away from the frame  on my S7   Mine is well out of the warranty time as to my understanding it is only 12 months but come on man this is not normal I've had Samsung phones since S3 and never seen this happen.  This is a defect plain and simple and should be taken care of free of charge, we should not have to be here begging for help!!!!   I don't want  "send it to us and we will see what we can do because I know the answer to this. "we will be happy to repair your phone. the cost will be 100 bucks or more"

Come on Samsung do the right thing!!!!!!

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Constellation

Re: Galaxy S7 Edge battery swelling and getting hot

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I'm having the same problem with my S7 Edge, as well as one of the worst customer service experiences I've ever had.

 

Long story follows but worth reading in my opinion as it sheds some light on Samsung's treatment of a loyal customer.

 

I realized one day my case wasn't fitting quite right. I took it off to discover the back glass had seperated on one side. I looked it up online and found I wasn't alone. My phone was still working normally, but I thought I would contact Samsung to get it fixed anyway. The process started out well enough- they understood this issue was not my fault and they approved a no cost repair. I sent my phone to them.

 

The repair was then "on hold for parts" for over a month. One day, out of the blue, they sent an email stating a proof of purchase/activation was needed and I had "until the end of the business day to provide them with this information or it would be shipped back unrepaired." Samsung had my phone for a month and then gave me until the end of the same day they sent me an email to provide the information they needed- information that took me over a day to obtain from my service provider. Sure enough my phone was sent back to me unrepaired, except in reality, it was shipped back to me worse than unrepaired. It no longer had a battery inside of it (or loose in the box), and the back glass was resealed making a DIY battery repair much harder. Keep in mind, my phone was working fine when I sent it in, just seperating a bit. Now it was useless.

 

I contacted Samsung support and they created another service ticket and told me to send it in again with the necessary proof of activation and it would be repaired. I did this, no problem. The repair was seemingly completed, but when I got the phone back it was in the same condition- unrepaired and devoid of a battery.

 

I contacted Samsung again to determine why it hadn't been repaired and here's where things went from somewhat time consuming and annoying to downright terrible. Samsung told me they couldn't repair it because it didn't have a battery! After numerous lengthy conversations and attempts to explain the situation, Samsung was adamant that the device was beyond economic repair due to lack of a battery. They refuse to, or are unable to, recognize that they got the phone initially with a battery and sent it back to me without one.  One representative in particular accused me of lying outright and stated there would be a note on the original ticket if Samsung removed the battery and they would never do something like that. So I guess to him I removed the swollen battery myself, then resealed it without a battery, then sent it to Samsung for repair. Right...

 

I finally gave up after several very long phone calls, mostly spent on hold waiting for case managers, escalation specialists, etc, none of whom were able to do anything to help me or even recognize that the phone arrived to them initially with it's battery and was returned to me without. To me, Samsung stole my battery (swollen or not, it was my property). I  would have been better off not sending it to them in the first place. 

 

I write my longwinded story not in the hope for a resolution. That hope is gone from my mind. I just wanted/needed to put it out there. After 8 years of using Samsung handsets, I'm done. 

 

Good luck to everyone.

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Samsung Moderator
Samsung Moderator

Re: Galaxy S7 Edge battery swelling and getting hot

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@user6SxXZe90MG can you please provide me with your ticket/transaction numbers in a private message?


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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Constellation

Re: Galaxy S7 Edge battery swelling and getting hot

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They will help? Um no. This is a known issue and Manufacturing defect, and I was Told Sorry, out of the 12 month warranty period, pay for a repair.

 

Well, sorry of my own, if you only warranty a thousand dollar electronic for a year? I'm out.

 

All of Samsung devices have been sold, and all 6 of our lines are now using better hardware made by a company that stabds behind their product. 

 

Fyi Samsung, this is after 9 years of,using your products exclusively and having several other issues also handled just as poorly.

 

I recommend everyone else do the same. They abandon us? We abandon them.

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Constellation

Re: Galaxy S7 Edge battery swelling and getting hot

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Yes today i heard a crack and my samsung s7 edge was in that state too...i'm so pissed. its a 1000.00 dollar phone ...WTF

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Astronaut

Galaxy S7 Edge battery swelling and getting hot

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my edge 7is doing the same thing. noticed my case was separating. when I removed it from the case I noticed the back separation. sound like an issue with the battery Samsung is using.
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Re: Galaxy S7 Edge battery swelling and getting hot

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@useruTLRAXqFAg I definitely understand how this can be upsetting but I would like to help. Do you still have the device? Could you tell me a little more about what happened in a Private Message?

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Constellation

Re: Galaxy S7 Edge battery swelling and getting hot

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How do I send a private message?

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Constellation

Re: Galaxy S7 Edge battery swelling and getting hot

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I am having the same problems with my Samsung Galaxy S7Edge.  Very expensive phone, now worthless.  Can you please help SamsungCourt?

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Community Manager
Community Manager

Re: Galaxy S7 Edge battery swelling and getting hot

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Hello, can you please provide me with your model number and baseband version? 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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