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advertised as water resistant, but won't honor warranty due to "water damage"

(Topic created: 07-07-2021 04:01 PM)
Members_8eva338
Constellation
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Galaxy S20

didn't know where else to post this, and maybe as a warning to other s20 users or potential buyers.

 

Started having problems with USB, won't play headphones thru, getting connected/disconnected messages and then get the warning that the usb has detected moisture, with no water in sight. Did get caught in a rainstorm 2 weeks ago, but not submerged, and with an i68 rating (submerged 3 ft for 30 min) should be able to handle that. ATT and Samsung both say they can't honor warranty because "water damage", can go ahead and send it in, but if it is determined to be so (how in the world it could be, but I don't trust them) I can't get my phone back, I have to pay $1200 for a new one they would have sent me.

 

How can a "water resistant" phone get denied warranty because of a faulty USB moisture warning for "water damage" ?????

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SamsungRei
Samsung Moderator
Samsung Moderator
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Galaxy S20

I understand how frustrating this is. In the event that moisture was in the charging port, here are some things that may help. https://www.samsung.com/us/support/troubleshooting/TSG01001449/

  • Whenever your phone gets wet, dry it thoroughly with a clean, soft cloth.

  • When drying off your phone, be sure to pat the earpiece (top front of the phone), primary microphone (bottom of the phone), external speaker (bottom of the phone), and the power/accessory (USB) interface connector with a clean, soft cloth to remove as much water as possible.

  • Physical damage to your phone, such as chips and cracks, can significantly reduce its ability to resist dust and water.

I also recommend making sure your phone is fully backed up. https://www.samsung.com/us/support/answer/ANS00060517/

 

If you have tried all of the troubleshooting provided by AT&T and Samsung, including a factory reset, the next step would be service. You can take the phone to any local uBreakiFix location, as they are an authorized service center, to be evaluated at no cost. The other option available for service would be to ship the phone to our service center. The phone would be fully evaluated before any repairs are made. If there is physical or liquid damage found with the phone, you would then be contacted and given the option of whether to proceed or not. 

 

For service requests, you can reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private message: http://bit.ly/2XERsky



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SamsungRei
Samsung Moderator
Samsung Moderator
Options
Galaxy S20

I understand how frustrating this is. In the event that moisture was in the charging port, here are some things that may help. https://www.samsung.com/us/support/troubleshooting/TSG01001449/

  • Whenever your phone gets wet, dry it thoroughly with a clean, soft cloth.

  • When drying off your phone, be sure to pat the earpiece (top front of the phone), primary microphone (bottom of the phone), external speaker (bottom of the phone), and the power/accessory (USB) interface connector with a clean, soft cloth to remove as much water as possible.

  • Physical damage to your phone, such as chips and cracks, can significantly reduce its ability to resist dust and water.

I also recommend making sure your phone is fully backed up. https://www.samsung.com/us/support/answer/ANS00060517/

 

If you have tried all of the troubleshooting provided by AT&T and Samsung, including a factory reset, the next step would be service. You can take the phone to any local uBreakiFix location, as they are an authorized service center, to be evaluated at no cost. The other option available for service would be to ship the phone to our service center. The phone would be fully evaluated before any repairs are made. If there is physical or liquid damage found with the phone, you would then be contacted and given the option of whether to proceed or not. 

 

For service requests, you can reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private message: http://bit.ly/2XERsky



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



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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