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Samsung_bUC1n7M
Cosmic Ray

S10 + cracked screen - Samsung does not want to take responsible

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I used to have a Samsung S8 and put it in my jeans pocket all the time. That phone does not even have a screen protector and in 2 years it did not even have a single scratch on the screen.

Now I am using a new S10 plus, within 3 weeks, the screen is now cracked from the inside. I did not drop the phone, no outside damage, screen protector shows no damage, the screen just cracked from the inside.

I really expect $1000 phone has a proper screen, not something soft and easy to crack like this. I called Samsung Premium Care and they asked for $99 plus tax to replace another phone.

This is very frustrated for me because this is not my fault to have the screen crack. I spent $1000 for the phone and I expect it to have a proper screen which I am not worry about anything while put it in my Jean pocket.

I am tired of back and forth argument. I am not supposed to pay anything. This is Samsung's responsibility for their products, and I expect to have a proper product in hand. This product is still under warranty and I need it to be replaced

Not sure if this happen to anyone else

1 SOLUTION

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Samsung_bUC1n7M
Cosmic Ray

Re: S10 + cracked screen - Samsung does not want to take responsible

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@Rydah 

 

So I contacted Samsung Premium Care, I agree to pay $99 plus tax for deductable and now they're telling me Repair option is not available, only replacement.

 

I don't want to replace my phone. Can you help? I spoke with Both SamSung Premium Care & Samsung customer Support, and they really don't understand the question. Samsung Premium care asked me to called Samsung CS, and Samsung CS asked me to call Samsung Premium Care

I wasted 1 and half hour yesterday on the phone, result in cancelling 1 existing claim, created another and still can not repair my phone

 

Please advise. This is too much

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29 REPLIES 29
Samsung_bUC1n7M
Cosmic Ray

Re: S10 + cracked screen - Samsung does not want to take responsible

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Pics

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Samsung Care Ambassador

Re: S10 + cracked screen - Samsung does not want to take responsible

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Can you provide pictures of the damage here?

 

@SamsungCole 



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Samsung_bUC1n7M
Cosmic Ray

Re: S10 + cracked screen - Samsung does not want to take responsible

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56462392_2275507279194680_1254762729747513344_n.jpg56587604_2279599498986781_5690001402777042944_n.jpg56649402_1195593400621993_4173510074750205952_n.jpg56685832_290306511889628_2880676415588532224_n.jpgcracked phone.jpg

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Samsung_3Mmw3dX
Constellation

Re: S10 + cracked screen - Samsung does not want to take responsible

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Same thing happened to mine in the same spot. 

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Sammirae237
Constellation

Re: S10 + cracked screen - Samsung does not want to take responsible

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Samsung has very very poor customer service and is concerned with its customers to the bare minimum...

In 2016 I had insurance and everything on my s6.

The phone caught fire!! And they claimed they would replace it...

They ended up sending me a phone that literally glitched right after I turned it on and then it also caught fire After syncing my Google account.

Mind you, the time for me to send the first phone in and recieve a new one was about a 5 week process!!. And it happened twice!!

Then when the 3rd phone had an issue, they said my warranty was up and that I'd have to buy a brand new phone!!! I'm still paying on that phone!!!

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Samsung_bUC1n7M
Cosmic Ray

Re: S10 + cracked screen - Samsung does not want to take responsible

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I posted pic with the post, and with my response but it did not show up lol

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Samsung Care Ambassador

Re: S10 + cracked screen - Samsung does not want to take responsible

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Try with the chrome browser 



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Samsung_bUC1n7M
Cosmic Ray

Re: S10 + cracked screen - Samsung does not want to take responsible

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I just did in your previous response. Thank you sir

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Samsung Care Ambassador

Re: S10 + cracked screen - Samsung does not want to take responsible

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From the looks of it, it looks like there was impact by the power button. To my knowledge I know that the warranty only covers defects and not physical damage. Only thing I can suggest is taking it into your nearest your nearest ubreakifix or send it into Samsung. I tagged a moderator hopefully they can help you with your issue



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