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Galaxy S4 Repair nightmare

So my wife is the proud owner of a Galaxy S4 and I was stoked to have finally convinced her to get rid of her POS iPhone. Unfortunately she had the phone for about a week before our daughter got a hold of it and promptly dropped it on the concrete. Since my wife was not sure if she wanted to keep your iphone or the S4 in the beginning, at that point the phone was neekid (case arrived the day after it was dropped!). Needless the say the screen shattered and there were some groovy dings in the chrome bezel and no we did not have insurance.
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Original Damage.
So I started doing research into different companies that would do the repair. I came across a company in VA called Rockit Repairs (www.rockitrepairs.com). After talking to them on the phone and reviewing their work on FB I felt comfortable with sending my wife's phone there to have it repaired. Needless to say, this was a huge mistake. I will give them credit for standing by their word but so far the only thing they have done is screw me over.
The first problem I had was with return shipping. I paid an extra $20 to have the phone overnighted back to me. It took them three days from when they told me the phone had been shipped before I got an actual tracking number. Obviously they had not shipped it until then. That was a Saturday so I did not receive the phone until that Tuesday. When I called them on it they offered to refund my overnight shipping.
The repair job itself was horrible. First of all there were to scratches on the LCD underneath the front glass. One went about half length of the screen and the other was about 1/3rd the length of the screen. There were over a dozen pry marks in the chrome bezel and there were all sorts of crap between the front glass and the LCD. Some of which was dust and others that were bigger - possibly food crumbs.... IDK. Portions of the touch screen were not as responsive as they should have been. I called them again and I talked to a guy named Jim who said he is the one that did the actual work. Jim apologized and said that he did not see this when he sent it (I don't know how) and to send it back so they could do it right.
All that stuff you see on the screen, yeah that is actually under the front glass.
So I sent it back and they said they had to order a LCD, overnight, from their supplier. The next day I get an updated saying the phone was repaired and shipped and I was even given a tracking number. Again, they couldn't even get the shipping right because they were suppose to overnight it but sent it 3 day priority. How can you trust a company that can't do something as simple as ship a package correctly? Because of their error in shipping, I didn't get the phone back for 4 days (weekend).
The second time we got the phone back it looked much, much better. Everything looked great. I originally though that they must have replaced the entire front assembly this time because the chrome bezel was replaced as well. However, my excitement didn't last long. When I got the phone home, I pulled the battery to look at the serial number to make sure it matched the box. It did but it was obvious that the sticker had been peeled up at some point. Since the phone was working and looked great I just let it go. I assumed that there was a screw under the sticker that they had to remove. I was far from right.
Six days after we got the phone back the LCD started to get lines through it, or it would just not turn on, or it would be all white, or the colors would be reversed. Basically the LCD was shot. At this point I was done with Rockit Repairs. I told them to refund every penny or I would do a chargeback via my credit card company. They did not argue at all. That same day I took the phone to a local repair shop to have them figure out what is going on. Now you may ask why didn't I go to this place originally and that is a valid question. When I talked to them on the phone I didn't really like their attitude. I don't know if I caught the dude on a bad day or what but I didn't get a good vibe from him. Anyway, we started talking about what was going and I asked about the sticker under the battery. This is where it gets fun.
By the end of the day the phone was completely unusable.
The repair tech at the local shop, First Class Cell Phone Repair, told me there was no screw under there and that most likely this other shop had created a Frankenstein phone. That they probably took a parts S4, maybe a water damaged phone or something along these lines, and replaced some of the internals with the parts from my wife's phone and slapped our serial number sticker on this other chassis. I cannot confirm that they did do this but I do know that I never agreed to this and at no point was it ever even discussed with me. The local shop is going to see if they can determine the issue with the phone and they are going to take pictures of everything they see. If they are of the opinion that they Frankensteined my phone, well it won't be a good day for Rockit Repairs.
The odd thing is, this company seemed legit. They have a nice public facebook page with over 2200 likes. Lots of stories about repairs and satisfied customers. Local papers doing write ups about their shop. They seemed for real. But seriously, they have screwed up every step of this process and had lied to me and did some extremely shady things. Maybe their regular customers are idiots? If anyone who reads this needs their phone fixed, don't send it to Rockit Repairs.
Anyone else have any experience with this shop?

So I just got off the phone with Rockit Repairs and they clarified their repair process the 2nd time around. He explained that the part he ordered was the entire chassis and not the LCD (even though in the reply on my ticket said only LCD). I don't know where they ordered the part from but I have found vendors that do sell the chassis for the S4 and it is essentially the front glass, lcd, housing for the logic board and the other internal workings.
They did apologize profusely and stated that they had never had issues like this before but seriously, even if the repair was done right the first time the shipping issues and being lied to about the shipping issues would be enough for me to never do business with them again.

How old is your daughter? $600+ phone without insurance is a very expensive "play toy" regardless of how she got her hands on it. A case wouldn't have made a difference from the looks of the phone. Good luck with your repair process.

scott14719 said:
How old is your daughter? $600+ phone without insurance is a very expensive "play toy" regardless of how she got her hands on it. A case wouldn't have made a difference from the looks of the phone. Good luck with your repair process.
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She is 2 but we don't let her play with out phones. I have an old busted HTC phone that she plays a few games on but not our phones. My wife just left it on table and then walked away. Trust me, she feels pretty stupid about it.

berdo said:
She is 2 but we don't let her play with out phones. I have an old busted HTC phone that she plays a few games on but not our phones. My wife just left it on table and then walked away. Trust me, she feels pretty stupid about it.
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Sorry to hear that. Kids seem to be able to get into everything. I've seen parts (Digitizer and screen) available for around $200 - $250 US and videos on youtube showing how to replace the part(s), but it's something I would rather have someone else do as well.

Sorry to hear about your bad experience. I wouldn't use Facebook as a source for accurate information on a company reliability since i believe they can pretty much edit every post and delete any that don't agree with what they have to say.
I have insurance myself for my s4 and indeed for my son's iphone 4s. but sadly it still cost about $200 with insurance to replace his iphone when he dropped it into the ocean. Apparently there are other companies not affiliated with the carriers who offer better insurance but I haven't looked into it. I figure It's worth it to have insurance for the first 6 months but after that, the $200 replacement cost isn't worth it. Especially since you can buy a brand new Nexus 4 for $299.

acruxksa said:
Sorry to hear about your bad experience. I wouldn't use Facebook as a source for accurate information on a company reliability since i believe they can pretty much edit every post and delete any that don't agree with what they have to say.
I have insurance myself for my s4 and indeed for my son's iphone 4s. but sadly it still cost about $200 with insurance to replace his iphone when he dropped it into the ocean. Apparently there are other companies not affiliated with the carriers who offer better insurance but I haven't looked into it.
You can buy a brand new Nexus 4 for $299, something to think about.
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I agree FB isn't the best place to go. I did google searches and searched for info on XDA but nothing really anywhere that was all that helpful. Really I based my decision off talking to them on the phone. They stated all the things you want to here, like the number of S4 repairs they have done, what their turn around time is, if the stand behind their work, etc.. I know they have multiple employees because I have talked with about 4-5 different people so they are obviously generating enough business to have that many employees. I don't think they are a chop shop, I just think they screwed up and were not honest about it until I pushed them for more info.
The local shop says the ribbon cable was pinched which is causing the LCD to short out. To fix I have to replace the entire LCD screen again. Does anyone have any suggestions for who to send it to? The local AT&T store recommended a place called Digital Doc http://digitaldocrepair.com/. They appear to be a franchise with 6 different locations.

if you broke your screen.the best option is Samsung USA.its under 200 and you still have full warranty.who knows u might get lucky and they repair it free.don't use these stupid small repair shops.they are lookin to rip people off.

I just thought I would throw in my two cents here and suggest you buy the digitizer/lcd/frame as a single assembly on eBay and then do the repair yourself. I've repaired many Samsung phones and I've found that taking the phone apart is very easy but it's really a pain to replace just the digitizer or just the LCD without getting any dust or smudges between them. On top of that you have to make sure the seal is damned near perfect or you'll accumulate dust in there over time. It's better to buy that as a single unit IMHO.
http://www.ifixit.com/Teardown/Samsung+Galaxy+S+IV+Teardown/13947/1
If you search eBay for "Galaxy S4 LCD Frame" a respectable price is in the range of $180 - $200. Be sure to read the description and not rely only on the pictures!

Let me translate for you. You sent your phone to Jim Bob who knows a little about Facebook. Jim Bob also watches Youtube and saw where you can replace the glass on your phone and says to himself "Hey I can do that, and make money doing it. I know how to make a facebook page to advertise". Unfortunately pulling the glass from the LCD is a lot harder than it looks on Youtube. No one showed where those tutorials are using a phone where it was already done once and the second time is much easier since the original adhesive has been removed. So JB screwed it up while doing it in his basement while eating Cheetos. The easy fix was just to buy a new LCD with digitizer that doesn't have your imei number on it. So JB tried to remove your sticker and put it on the new frame but no one told him they use a tamper proof material and adhesive that makes sure it's obvious when it has been removed. And now you have it back.
Unless they specifically told you that certain parts wouldn't be removed, or if removed would only be replaced with OEM parts, I can't see that you have any legit legal grounds to complain, other than poor workmanship.
Sorry for your luck.
Sent from my SAMSUNG-SGH-I337 using XDA Premium 4 mobile app

I had a busted SIM Card reader on my old Galaxy S2Skyrocket.
I took it to http://www.bobknowsphones.com/ and they quoted me 60 to replace it. Brought it in and left in 15 minutes with a replaced sim card and a functioning phone.
They are local in Atlanta but get great recommendations and I think they have mail in service for those not local.
Good luck on your repairs.

navalynt said:
I just thought I would throw in my two cents here and suggest you buy the digitizer/lcd/frame as a single assembly on eBay and then do the repair yourself. I've repaired many Samsung phones and I've found that taking the phone apart is very easy but it's really a pain to replace just the digitizer or just the LCD without getting any dust or smudges between them. On top of that you have to make sure the seal is damned near perfect or you'll accumulate dust in there over time. It's better to buy that as a single unit IMHO.
http://www.ifixit.com/Teardown/Samsung+Galaxy+S+IV+Teardown/13947/1
If you search eBay for "Galaxy S4 LCD Frame" a respectable price is in the range of $180 - $200. Be sure to read the description and not rely only on the pictures!
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This is actually what I am doing. I purchased a frame assembly from Amazon actually (though the seller is on eBay as well and has a 99.5% rating with other 7200 feedbacks) but I will not be doing the work myself. I will have the local repair shop do the work. I am a Sys Admin by trade and have no problems digging in and doing the work myself but considering the phone is so new I would rather have them do it and have the work warrantied. That way if they screw it up it is on them.

BigMc71 said:
Let me translate for you. You sent your phone to Jim Bob who knows a little about Facebook. Jim Bob also watches Youtube and saw where you can replace the glass on your phone and says to himself "Hey I can do that, and make money doing it. I know how to make a facebook page to advertise". Unfortunately pulling the glass from the LCD is a lot harder than it looks on Youtube. No one showed where those tutorials are using a phone where it was already done once and the second time is much easier since the original adhesive has been removed. So JB screwed it up while doing it in his basement while eating Cheetos. The easy fix was just to buy a new LCD with digitizer that doesn't have your imei number on it. So JB tried to remove your sticker and put it on the new frame but no one told him they use a tamper proof material and adhesive that makes sure it's obvious when it has been removed. And now you have it back.
Unless they specifically told you that certain parts wouldn't be removed, or if removed would only be replaced with OEM parts, I can't see that you have any legit legal grounds to complain, other than poor workmanship.
Sorry for your luck.
Sent from my SAMSUNG-SGH-I337 using XDA Premium 4 mobile app
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I hear what you are saying but I don't think this is an accurate description of the company I went with. While I am not defending them, they are definitely not some newb in his mom's basement thinking he can do something because he saw it on youtube. The company has two retail locations with about 5-7 employees. They have been in business for over a year and expanded from 400sq ft office to an 1100 sq ft office in a small time frame to deal with all the work they are getting. All of this info I found via a local paper who did a story on them, not from their facebook page. All this information lead me to believe they were actually capable. I do believe that their tech has a video posted on XDA of him removing the front glass on a S4, being one of the firsts to do it.
http://www.youtube.com/watch?v=bbJEpe79PDQ
I did my research. More than just facebook. I think they are a capable repair shop but they are not exactly up front about what they are doing and open with their communication when the eff up. Either way I will never use them again.

This is why I went the Samsung route and gave them $200 bucks, flat. They fixed it in under a week and shipped to and from with 2 day shipping. Professional and perfect condition. They replaced what seems the mid-frame, AMOLED, and digitizer. No dust, scratches, or bubbles.
But they upgraded me to MF3 :crying:

pejhod said:
This is why I went the Samsung route and gave them $200 bucks, flat. They fixed it in under a week and shipped to and from with 2 day shipping. Professional and perfect condition. They replaced what seems the mid-frame, AMOLED, and digitizer. No dust, scratches, or bubbles.
But they upgraded me to MF3 :crying:
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You know this sounds stupid, but it never occurred to me to send it to Samsung. Even when I called AT&T to ask them where I should send it to they never suggested Samsung. Now I feel really stupid. It is my wife's phone and she doesn't root/custom rom so she would care less about the firmware. Pretty effing stupid.
How did you set that up, did you just call 1-888-987-HELP or did you go to a samsung retail location?

pejhod said:
This is why I went the Samsung route and gave them $200 bucks, flat. They fixed it in under a week and shipped to and from with 2 day shipping. Professional and perfect condition. They replaced what seems the mid-frame, AMOLED, and digitizer. No dust, scratches, or bubbles.
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berdo said:
You know this sounds stupid, but it never occurred to me to send it to Samsung. Even when I called AT&T to ask them where I should send it to they never suggested Samsung. Now I feel really stupid. It is my wife's phone and she doesn't root/custom rom so she would care less about the firmware. Pretty effing stupid.
How did you set that up, did you just call 1-888-987-HELP or did you go to a samsung retail location?
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@berdo I called Samsung directly and they gave me the number. Unfortunately I don't have it anymore or I would share it with you. I did want to share how great my experience with Sammy was.
My experience is identical to @pejhod 's. Check around for alternative companies to fix, but all were charging in excess of $250. Finally called Samsung (repair facility in Arlington,TX. They sent me a shipping label, said 5-7 days to repair and 2 days to ship back. They replaced the screen and bezel and shipped it back in a day. All for a flat $200. Very professional and very true to their word. I hope I never damage my screen again, but if so, Samsung is the ONLY route I'd go. I was super impressed by the whole experience.

Get a SquareTrade warranty $6 buck a month and $100 deductible

peaster3 said:
@berdo I called Samsung directly and they gave me the number. Unfortunately I don't have it anymore or I would share it with you. I did want to share how great my experience with Sammy was.
My experience is identical to @pejhod 's. Check around for alternative companies to fix, but all were charging in excess of $250. Finally called Samsung (repair facility in Arlington,TX. They sent me a shipping label, said 5-7 days to repair and 2 days to ship back. They replaced the screen and bezel and shipped it back in a day. All for a flat $200. Very professional and very true to their word. I hope I never damage my screen again, but if so, Samsung is the ONLY route I'd go. I was super impressed by the whole experience.
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...I would hope so.....they made the phone lol

Yeah, I never believed in buying insurance floaters of any kind for my cell phones and that may just change after the GS4. Phones just keep getting thinner and easier to crack. This one is the easiest of all phones I've ever owned. Wouldn't be a bad idea, but I didn't have it to start with.
But yeah, Samsung is the quickest, easiest, and most professional. Obviously it hurt to pay the $200, sure wasn't a pleasure handing over my card information, but you gotta do what you gotta do. They even return it is this very cool box that almost has the phone floating between two pieces of paper. Haha. Idk but I thought it was cool. (I guess for $200 they better mail it back in a somewhat decent packaging.)
Mine was sent to Plano, TX.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 4

Well after reading about the Samsung experience I am really pissed at myself. Live and learn. I would have gladly paid $200 to have samsung fix the phone. However, in the long run the phone is fixed, looks great, and is working great so far. I guess only time will tell if the replacement part will work. But if there are issues again I will be going directly to Samsung.
In the end, RockIt Repair was true to their word that they stand by their work. While I had every issue under the sun, they acknowledged those issues and took responsibility for them. They refunded the original cost of of the repair and reimbursed me for the cost difference in having to buy a new lcd assembly. So in the end I did not have to pay anything out of pocket to get it fixed. Though after 4 weeks and numerous amounts of hours spent dealing with this does not equal $250, I will take it.
Lesson learned.

[Q] Z3: Sleep of death and NOT waterproof

Purchased the Xperia Z3 last thursday. Seemed fine. First night - sleep of death. Had to find a firmware update which was apparently being released in the UK. Haven't applied as I intended to take it back first. I then used the spa yesterday and tested out its alleged waterproofing - turns out, not waterproof even one iota. After 5 minutes of initially being submerged, boom - display broken, never to return. Also worth noting that PS4 remote play app required to stream PS4 games is not yet available.
So, to summarise:
- Sleep of death has made a return
- Not waterproof
- Can't do PS4 remote play
All in all - this phone is a piece of crap at the moment. Well technically, this is now more of a paperweight than a phone. I triggered the RMA process with the shop I bought it from (returned less than 7 days later) and they tell me it must be sent away for up to 4 weeks to be diagnosed and determined whether covered by warranty.
Awesome - so also, a great customer experience too! My patience is wearing thin. Has anybody else had similar experiences?

Bro sometime back I was hardcore sony products users but now no more. Sony has made it complicated, if you products goes wrong you had it as you will notnget spare easily outside hence you are left with sony service expensive option to get it fixed and best thing is spare cost is almost closer to new item.
Sent from my LG-D802 using xda premium

vishal11in said:
Bro sometime back I was hardcore sony products users but now no more. Sony has made it complicated, if you products goes wrong you had it as you will notnget spare easily outside hence you are left with sony service expensive option to get it fixed and best thing is spare cost is almost closer to new item.
Sent from my LG-D802 using xda premium
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Awesome - I was hoping for some good news like that. Moral of the story? Sony loves to rape its customers for the lols. It's a shame really as Samsung's phones are *ok* but have crap stock apps and the phones themselves aren't particularly pleasing to look at. The only real alternative is LG or an iPhone (god forbid)....
The rep at the store I purchased made it sound like if they found 'water damage' then it wouldn't be covered by warranty. This is turning out to be a case for our national 'fair trading act' laws(New Zealand).

This is exactly what I'm scared of dealing with unlocked phones. The technical support falls by the wasteside. For the interest of this thread, I'm located in the united states, so a little patience for american phone support and warranty might help out my buying power. One thing that bothers me as well is the quality of glass Sony is using. They want a premium but someone mentioned the glass back cracking out of nowhere. For a consumer waiting to buy this device, all these stories are starting to scare me away.
I have a galaxy sIII, and have had it for over 2 years traveling and everything else in between and have never had an issue with it. I purchased the z3 compact as a replacement but was returned due to it being too small for my liking so the z3 was definitely going to be mine once: 1. T-Mobile has it, or 2. An online retailer has it that I can get device support from.
I think the reason i still love this device, is that it looks beautiful. I'm so hopeful that these problems will not happen to me but you never know. I am sorry about your situation. I was told that the flaps need to be sealed in order to submerge this device.

a. sleep of death - too early to comment for me, although "safe charge" from the store has always helped me out in the past;
b. remote play - deferred availability until November was mentioned online via voluminous sources/review sites, but should have been caveated within official advertisements - understandably, one or two will be a little frustrated;
c. water damage - this is what concerns me the most as I've read various accounts, all connected with the Z series, of users being blamed for water ingress, where they have no way of differentiating between defective ports/a defective handset and/or personal error on their part. I've actually made a point of purchasing a magnetic adapter from the get go, so that the sim/sd tray has only been opened once whilst the micro usb port is staying closed permanently, as long as I can avoid the need for a data transfer via cable. Not sure I'll be able to prove that though if and when the time comes;
d. four week turnaround time for a decision is pretty bad;
e. I still think it's a great phone, but user experience will differ unfortunately;
f. sincerely hope someone helps you out.
Actually, I've got no chance of leaving the micro-usb port sealed given that some firmware updates will be via wired connections only, and beyond that I'll be looking to install root and custom recovery to get around the apps2sd limitation.

staffsarge said:
Purchased the Xperia Z3 last thursday. Seemed fine. First night - sleep of death. Had to find a firmware update which was apparently being released in the UK. Haven't applied as I intended to take it back first. I then used the spa yesterday and tested out its alleged waterproofing - turns out, not waterproof even one iota. After 5 minutes of initially being submerged, boom - display broken, never to return. Also worth noting that PS4 remote play app required to stream PS4 games is not yet available.
So, to summarise:
- Sleep of death has made a return
- Not waterproof
- Can't do PS4 remote play
All in all - this phone is a piece of crap at the moment. Well technically, this is now more of a paperweight than a phone. I triggered the RMA process with the shop I bought it from (returned less than 7 days later) and they tell me it must be sent away for up to 4 weeks to be diagnosed and determined whether covered by warranty.
Awesome - so also, a great customer experience too! My patience is wearing thin. Has anybody else had similar experiences?
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Sorry to hear this. Where are you located? Where did you buy it from?
smoovy said:
This is exactly what I'm scared of dealing with unlocked phones. The technical support falls by the wasteside. For the interest of this thread, I'm located in the united states, so a little patience for american phone support and warranty might help out my buying power. One thing that bothers me as well is the quality of glass Sony is using. They want a premium but someone mentioned the glass back cracking out of nowhere. For a consumer waiting to buy this device, all these stories are starting to scare me away.
I have a galaxy sIII, and have had it for over 2 years traveling and everything else in between and have never had an issue with it. I purchased the z3 compact as a replacement but was returned due to it being too small for my liking so the z3 was definitely going to be mine once: 1. T-Mobile has it, or 2. An online retailer has it that I can get device support from.
I think the reason i still love this device, is that it looks beautiful. I'm so hopeful that these problems will not happen to me but you never know. I am sorry about your situation. I was told that the flaps need to be sealed in order to submerge this device.
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Click to collapse
Also here in the US. I have heard good things about Clove and Handtec from the UK. They both told me that in case of Warranty, we need to send the device to them, then they will deal with Sony UK. One point to consider is that the warranty is good for two years and not one as if you were to purchase the phone in the US.
Cheers,
G.

You are correct about the warranty but have you had to send anyrhing back to handtec or clove? I just mailed out my z3 compact and paid out $45 to send this back. This was the CHEAPEST route. Trust me, anything from the usa to uk is going to cost like no other. Not being able to get assistance anywhere but overseas is not my cup of tea. I have already made the descision to wait for tmobile. I was going to purchase the z3 from handtec the same way I did for my compact but no thanks. The glass is inferior to scratches, the waterproofing, cracked back glass, screen alignment, random rebooting and a feature( stamina mode) that doesn't work that well.
If you can agree that a supported device at your local store is better than shipping it far away and waiting for a reply back on whether they will warranty it is better than a 2 year warranty that a company will add for marketing purposes. I still want this phone but not as bad as I thought. It needs to last me 2 years or more. I dont purchase devices every year. This is the phone that is supposed to take the place of my only device I own right now, so it needs to be up to snuff and I want device support.

smoovy said:
You are correct about the warranty but have you had to send anyrhing back to handtec or clove? I just mailed out my z3 compact and paid out $45 to send this back. This was the CHEAPEST route. Trust me, anything from the usa to uk is going to cost like no other. Not being able to get assistance anywhere but overseas is not my cup of tea. I have already made the descision to wait for tmobile. I was going to purchase the z3 from handtec the same way I did for my compact but no thanks. The glass is inferior to scratches, the waterproofing, cracked back glass, screen alignment, random rebooting and a feature( stamina mode) that doesn't work that well.
If you can agree that a supported device at your local store is better than shipping it far away and waiting for a reply back on whether they will warranty it is better than a 2 year warranty that a company will add for marketing purposes. I still want this phone but not as bad as I thought. It needs to last me 2 years or more. I dont purchase devices every year. This is the phone that is supposed to take the place of my only device I own right now, so it needs to be up to snuff and I want device support.
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Sure, I agree with you! I was just pointing out for you (and any others that might read this thread), but you are absolutely right. I also like the support here in the US, however sometimes it is really bad. Case here is the issues I had with my HTC One vs. the issues the Boss had with her Nexus 5: Oh my sweet Lord, Google costumer service has been so incredible, she (and I) cannot be any happier ! On the other hand, HTC... ...
Yes, that is why I am taking my time to get the Z3 here in the US, however I want the Non-Carrier version instead of the T-Mobile, to which I am not sure they are going to provide as Sony did with the Z2. Or, the other option is to get the discounted Z2, which is not bad phone.
And, like you, I do not change phones every other day... I just have had bad luck with my latest phones, and really want this one to last at least four years.
Cheers !
G.

I wasnt thinking before but my eyes are open now. I just wasted $80 between recieving the compact and sending it back. That is money I wont be seeing back in my pocket. I had been emailing clove all weekend about the white z3 version and the bundle. They just fixed it today...now I changed my mind. I will wait for tmobile. I would advise anyone else thinking to do the same because of the rare issues others are having with this device. Dont chance it, you could end up on here complaining about it.

Dunked my Black Z3 over the weekend, left it in hot bath water (HOT), with bubble bath in for a good twenty minutes. No issues.
I have to say I was worried, but that's what insurance is for.

I have a few questions for the OP
You mentioned the screen cracked in water".
I don't understand how that would happen unless you literally dropped it in and you had your jets at high velocity, with of course a hard bottom.
Regarding waterproofing - was all the ports sealed because if you have anything unsealed, thats exactly what will happen - tata - bye bye.
I have been told by Sony Tech and Sales that they offer replacements on any issues from waterproofing assuming that none of the ports were kept open. They have ways to check and test that.
Once again screen cracking doesn't make much sense to me in a "spa". Did you THROW it from OUTSIDE into the water or did you drop it calmly while you were inside the water.
The force at which a mobile is thrown and the location from which it is thrown could be one of the factors resulting to your "crack".

For all the people replying with "Glad I read this first" just remember this is one guy's experience. Clearly he had a faulty phone, it happens. My first Z3 had a flickering screen issue but it was replaced immediately (thankfully Amazon turned around a replacement in one working day but even going through Sony would only have been 5).
If the waterproofing fails, that is a no-questions replacement ASSUMING you haven't unlocked the bootloader or left a flap open.
The basic advice is to thoroughly check the device before voiding the warranty. Shoot some 4K video, dunk it in water for a bit, take photos, make calls, stream video, play music, and just generally use it for a week or so until you are happy there is no hardware issue. That goes for any consumer electronics product.
No device launch goes 100% fault-free, especially with cutting edge hardware. A few bad ones are gonna get out but how the company responds is the real test. My PS4 arrived DOA on launch day too and I was obviously gutted but I rang Sony, only had to hold for a couple of minutes (despite it being peak time and on launch day) and they had a courier out with a replacement the next working day. For me, that is excellent customer service.
Finally there is a lot of misinformation here. The Z3 has a two year manufacturer warranty. If you get water damage in normal use, you are covered and Sony will replace it in 5-7 working days (this is what they told me when I had to return mine).
The USB flap thing just means it should be closed AT THE TIME. Not that you can never open it, that would be daft.
I don't imagine that while charging or doing data transfer/ADB stuff there is going to be much risk of water ingress anyway.

To add to the above remember only the ones with issues post often and talk about the issues. The ones with phones working and no faults usually dont post much like me.

My Z3 was sleep of depth this morning.
I am curious about why it is back.
It is all OK with my Xperia TX.
The battery comsumption log shows the SOD.
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Sent from my D6653 using XDA Free mobile app

Unlucky mate. No probs with mine.

i just had sleep death today. thought the phone ran out of batteries when it was at 91% remaining before i went to sleep.

Shudder123 - I believe Sony has released an update firmware fix for that. Please test.

Regarding USA owners of UK-purchased devices (warranty coverage)
I'm in the USA and had an online chat with Sony Mobile Support USA yesterday asking about manufacturer's warranty coverage in the USA on a Z3 D6603 purchased in the UK (Clove, Handtec). He said it was covered in the USA, but due to being an "international" phone it would take longer than 2 weeks to be repaired due to the need to obtain international parts.
Here's is the complete transcript of the chat:
Customer Chat
Chat Transcript
Please wait while we find an agent to assist you...
You have now been connected to an agent.
Agent Alan: Hi, thanks for choosing Sony Xperia™ Chat Support. My name is Alan your Xperia™ Support Representative. Would you please provide me with your full name and email address?
Paul: edited
Agent Alan: Thank you. What is the model of your device and your service provider?
Paul: I just have a generic question. Is the Sony Manufacturer's Warranty of an Xperia Z3 D6603 that's imported into the USA honored in the USA?
Agent Alan: Thank you very much, so you'd like to know if you purchase the Xperia Z3 in UK, if this one will support the warranty in USA.
Agent Alan: Is that correct?
Agent Alan: Are you still there?
Agent Alan: I haven't received a response from you in a couple of minutes. Please let me know you are still connected or I will need to disconnect our chat in another minute.
Paul: Yes. That's correct. Sorry for the delay.
Agent Alan: I'll be glad to assist you.
Paul: Another way of asking is if the phone purchased in the UK is covered under warranty in the USA.
Agent Alan: The warranty will be valid in USA, however the phone will be considered an international phone. This means that if you need to send it for repair it will take longer than the estimated 14 business days.
Agent Alan: Have I answered all of your questions today or is there anything else I can help you with?
Paul: Thanks for the answer. How long then, on average, does warranty repair take in the USA on an international phone?
Agent Alan: There is not estimate time.
Paul: Why does it take longer?
Agent Alan: Because the internal parts are different and they need to order the parts overseas.
Paul: Understood. That answers my questions. Thank you.
Agent Alan: You are welcome.
Agent Alan: Thank you for choosing Sony Xperia™. I’m happy I could help. Have a great day! If you require more information, please visit our Support Forum at http://talk.sonymobile.com/community/support to get help from other users. If you'd like to take part in our free recycling program, visit http://www.sonymobile.com/recycle/.
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So there you go. UK phones are covered in the USA.
I would also assume that if the D6603 became available unlocked in the USA officially, the parts would then be available in the USA by default and the 14 day turnaround time would presumably apply.

Gear S2 Official Ceramic Band

UPDATED BELOW. PLEAE READ!!
http://www.samsung.com/fr/consumer/mobile-devices/accessories/others/ET-SCR73MBEGWW
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I've already written to Samsung to bring this awesome accessory to the states. I could only find one European website that would sell it but the prohibitive shipping cost of $90 plus the actual item price makes it a no go.
You can certainly find a ceramic band for the S2 (or even a steel band but it won't match the S2's color scheme), however it'll most definitely have that hideous gap between the watch and the first link. Give Samsung a call or write as well so that maybe in large enough request we can get it over here at a reasonable price sooner rather than later.
Don't waste your time on Ebay, Aliexpress, China Wholesale, DH Gate, Amazon or whatever. They simply do not have anything that will fit. The 20mm fit is rare and if in fact you do buy one, -again-, it'll have that unconvincing tacked on after thought look that you'll see all over in pics on this forum with Gear S2 owners whom are sadly showing off their ill fitting ware. I'd gladly pay a few extra pennies for the svelte look in comparison.
This item has been available mainly in France, Belgium and a couple other countries for approximately 2 months now after the official unveiling back in late January. Let me know if you have any luck. I certainly can't be the only person wanting this super classy band.
BTW the Euro site you can buy in on and still has it in stock if you have the extra cash is (hardware.nl). I'm guessing the total USA dollars would be well over $250. Which would be ridiculous. I reason that if Samsung sold this product through normal official U.S. vessels it'd run about $80. A price that I'm cool with.
UPDATE
If you read through to the following reply post, you'll find that I detailed how I had made the preorder purchase on this original webpage http://www.samsung.com/us/mobile/wea...ET-SCR73MBEGUJ and that'd I'd give my impressions when I was shipped the item. Sadly this is never going to happen.
The Band apparently turns out to be a myth.
{Keep in mind I've successfully received previously pre-ordered items from Samsung but this one is different and highly suspect. My credit card funds locked into the transaction and withdrawn when the item is shipped is typical, but this one is weird.}
The Original Ceramic band (ET-SCR73MBEGUJ) is now mysteriously missing from Samsung's official site. I had placed my pre-order with no idea on availability. The pre-order buy button was first removed, then the item itself. I just went ahead and canceled my order after logging into my Samsung account and speaking to representatives that have no clue as to what's going on with said product. My pre-order sat in limbo for about a month and a half. It is still listed on Amazon however as a pre-order as well but this has turned out to be a crock of bull. I now doubt that this official band will ever be released in the states.
Anyone knows what gives? Perhaps Samsung didn't get enough orders to make it worth their while, or maybe they somehow said screw it "we'll put our resources into shipping the gear fit 2". Whatever the reason is though, I'm extremely disappointed with how this release has been handled and would be highly skeptical about their commitment to any new product announcements. Supporting any fashion accessory in the future from me is highly unlikely being that I look at Apple and envy all the customization they've released for even their hideous Apple thing. Samsung has had a history of not following through with their products and software. It's time for them to acknowledge this fact and start paying attention to the details and respecting their customers and fans. One that I still am even today but.....
Chat Transcript (Earlier in May)
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with '#%^&*$ A'. The reference number for this chat is )%^&*%^6. There will be a brief survey at the end of our chat to share feedback on my performance today.
#%^&*$ A: Hi, thank you for reaching out to Samsung Technical Support. How may I assist you?
JD: HI, I'm looking for info on the Samsung Gear S2 Classic Official Ceramic Band ET-SCR73MBEGWW. I've researched everything pertaining to this band but there isn't anything stating when it's going to be available in the U.S.
JD: How can I arrange for a purchase?
#%^&*$ A: Hello.
#%^&*$ A: I would be glad to provide you the information on that.
#%^&*$ A: Let me check the details for you.
JD: Thank you
#%^&*$ A: You are welcome.
#%^&*$ A: http://www.samsung.com/us/mobile/wea...ET-SCR73MBEGUJ
#%^&*$ A: Please go through the above web link to pre order it.
#%^&*$ A: Are you able to access the above web link?
JD: Yes. Excellent. Thank you and have a wonderful day.
#%^&*$ A: You're welcome. Is there anything else I can assist you with?
JD: Great work
#%^&*$ A: Please provide us with your feedback, so we may serve you better by clicking on the blue “X” button to receive the transcript of your chat and fill out a brief survey. Have a great day!
#%^&*$ A: We would love hear your comments in the short exit survey.

Purchase one
I purchased one on eb Samsung ET-SCR73MBEGWW Ceramic Strap Armband für Gear S2 Classic black. It is almost identical to the cheaper one I got on Eb
kR-NET-Deluxe-Ceramic-Strap
The problem with Ceramic is it will snap easy. I snapped the locking link on new Samsung pushing pin back in. Problem, I ordered it came from Germany. Samsung USA said to call Samsung Germany for replacement...but I do not speak the language.. so at this point money gone so be careful removing links if you import. I have picture but You get the the idea...be careful.. nice band
hughedee74 said:
View attachment 3738389 View attachment 3738412 View attachment 3738413 View attachment 3738414
I've already written to Samsung to bring this awesome accessory to the states. I could only find one European website that would sell it but the prohibitive shipping cost of $90 plus the actual item price makes it a no go.
You can certainly find a ceramic band for the S2 (or even a steel band but it won't match the S2's color scheme), however it'll most definitely have that hideous gap between the watch and the first link. Give Samsung a call or write as well so that maybe in large enough request we can get it over here at a reasonable price sooner rather than later.
Don't waste your time on Ebay, Aliexpress, China Wholesale, DH Gate, Amazon or whatever. They simply do not have anything that will fit. The 20mm fit is rare and if in fact you do buy one, -again-, it'll have that unconvincing tacked on after thought look that you'll see all over in pics on this forum with Gear S2 owners whom are sadly showing off their ill fitting ware. I'd gladly pay a few extra pennies for the svelte look in comparison.
This item has been available mainly in France, Belgium and a couple other countries for approximately 2 months now after the official unveiling back in late January. Let me know if you have any luck. I certainly can't be the only person wanting this super classy band.
BTW the Euro site you can buy in on and still has it in stock if you have the extra cash is (hardware.nl). I'm guessing the total USA dollars would be well over $250. Which would be ridiculous. I reason that if Samsung sold this product through normal official U.S. vessels it'd run about $80. A price that I'm cool with.
Click to expand...
Click to collapse

To bad the pictures are showing a render, and not trully a real-life picture of the band.

Oxizee said:
To bad the pictures are showing a render, and not trully a real-life picture of the band.
Click to expand...
Click to collapse
Render or not. You pretty much get the idea or don't you Dude?
View attachment 3740209
View attachment 3740213

The official ceramic band is now finally available in the U.S. on Samsung's retail .com site for pre-order at $99 plus tax free shipping. It's definitely legitimate. I'd like to think I'm the catalyst to this trigger since I'm the only one harping on this subject but whatever. Rock the band that you feel is worthy.
Placed my order today. Will follow up with an update when I'm shipped the band accessory.

hughedee74 said:
The official ceramic band is now finally available in the U.S. on Samsung's retail .com site for pre-order at $99 plus tax free shipping. It's definitely legitimate. I'd like to think I'm the catalyst to this trigger since I'm the only one harping on this subject but whatever. Rock the band that you feel is worthy.
Placed my order today. Will follow up with an update when I'm shipped the band accessory.
Click to expand...
Click to collapse
Can you please share a link? I've just spend a little time trying to navigate the Samsung site and came up empty.

AliceBToklas said:
Can you please share a link? I've just spend a little time trying to navigate the Samsung site and came up empty.
Click to expand...
Click to collapse
http://www.samsung.com/us/mobile/wearable-tech-accessories/ET-SCR73MBEGUJ

TumTum101 said:
http://www.samsung.com/us/mobile/wearable-tech-accessories/ET-SCR73MBEGUJ
Click to expand...
Click to collapse
Darn, I'd missed the fact this is for the classic. I really like the strap.

Anyone know if this strap will fit the 4g version of the classic. I see on amazon a lot of bands dont fit the 4g version.

idle0095 said:
Anyone know if this strap will fit the 4g version of the classic. I see on amazon a lot of bands dont fit the 4g version.
Click to expand...
Click to collapse
I put an order in for it right away for my 4G model. Initially contacting Samsung as to when if ever the device would be available here in the States after discovering that it had been on the market in Europe for some time. It went up for preorder a few days after my query with the customer service rep not being sure if it would fit my TMobile model. Obviously I'm hoping that it does because this could possibly be a royal waste of time. At the moment I'm waiting for the preorder to be filled. I'll do a follow up to whether it fits the 4G model right away once I have it in hand.
Side note: I highly recommend most guys look into purchasing the 4G model being that it's a bit larger than the Wifi version 44mm vs 40mm (sceen size is the same). To me the Wifi version is way too aesthetically feminine and toy like. My wife has the wifi rose gold model and it's a perfect fit for her, but the 4G model looks silly on her wrist just as the reverse scenario fits for me.
For those that haven't seen the 44mm casing vs 40mm casing side by side, take my word for it, the larger design looks like the more serious device. Fitting for a proper men's wrist.

Amazon just put it up for preorder too.
http://www.amazon.com/dp/B01F6ZNWQM?tag=price56-20&ascsubtag=149649679

I really hope this watch band will fit my at&t Classic. I saw Amazon had it up as well wish it didnt take 3-4 weeks to ship out, although I can't complain; I am glad it is for sell in the states! Wondering also when the preorder will ship from Samsung.com

Anyone has any idea if this fits gear s2 classic 3g???????

I don't know about spending a 100 bucks on this, I would definitely grab it if it was 50 and change. I like the way it looks and hope it comes down in price. I've looked all over for a strap with a bigger connection that fills in the gap and had no luck so far. But anything fancy about ceramic over stainless steel?

i found this one it looks really nice and is only $43.99. whats your guys opinion?
http://www.ebay.com/itm/KR-NET-Delu...039064?hash=item4888661e18:g:aXcAAOSwL7VWl2nD
Found it even less on Amazon $34.99 free shipping
http://www.amazon.com/Ceramic-Brace...e=UTF8&qid=1465071709&sr=1-16&keywords=KR-NET
update 6/13
just got the band in today and i must say i love it and for that price you can beet it,

ewalk4866 said:
i found this one it looks really nice and is only $43.99. whats your guys opinion?
http://www.ebay.com/itm/KR-NET-Delu...039064?hash=item4888661e18:g:aXcAAOSwL7VWl2nD
Click to expand...
Click to collapse
Looks decent to me. Only thing I don't like is the silver clasp

This would be nice. I would like one but not available in US

shamelin73 said:
This would be nice. I would like one but not available in US
Click to expand...
Click to collapse
hey read my post a few up. I just got that band in today and i must say i love it great everything about it. If i was you for the price i would try it nothing to lose

The Band apparently turns out to be a myth.


hughedee74 said:
http://www.samsung.com/fr/consumer/mobile-devices/accessories/others/ET-SCR73MBEGWW
View attachment 3738389 View attachment 3738412 View attachment 3738413 View attachment 3738414
I've already written to Samsung to bring this awesome accessory to the states. I could only find one European website that would sell it but the prohibitive shipping cost of $90 plus the actual item price makes it a no go.
You can certainly find a ceramic band for the S2 (or even a steel band but it won't match the S2's color scheme), however it'll most definitely have that hideous gap between the watch and the first link. Give Samsung a call or write as well so that maybe in large enough request we can get it over here at a reasonable price sooner rather than later.
Don't waste your time on Ebay, Aliexpress, China Wholesale, DH Gate, Amazon or whatever. They simply do not have anything that will fit. The 20mm fit is rare and if in fact you do buy one, -again-, it'll have that unconvincing tacked on after thought look that you'll see all over in pics on this forum with Gear S2 owners whom are sadly showing off their ill fitting ware. I'd gladly pay a few extra pennies for the svelte look in comparison.
This item has been available mainly in France, Belgium and a couple other countries for approximately 2 months now after the official unveiling back in late January. Let me know if you have any luck. I certainly can't be the only person wanting this super classy band.
BTW the Euro site you can buy in on and still has it in stock if you have the extra cash is (hardware.nl). I'm guessing the total USA dollars would be well over $250. Which would be ridiculous. I reason that if Samsung sold this product through normal official U.S. vessels it'd run about $80. A price that I'm cool with.
Click to expand...
Click to collapse
The Band apparently turns out to be a myth.
The Original Ceramic band (ET-SCR73MBEGUJ) is now mysteriously missing from Samsung's official site. I had placed my pre-order with no idea on availability. The pre-order buy button was first removed, then the item itself. I just went ahead and canceled my order after logging into my Samsung account and speaking to representatives that have no clue as to what's going on with said product. My pre-order sat in limbo for about a month and a half. It is still listed on Amazon however as a pre-order as well but this has turned out to be a crock of bull. I now doubt that this official band will ever be released in the states.
Anyone knows what gives? Perhaps Samsung didn't get enough orders to make it worth their while, or maybe they somehow said screw it "we'll put our resources into shipping the gear fit 2". Whatever the reason is though, I'm extremely disappointed with how this release has been handled and would be highly skeptical about their commitment to any new product announcements. Supporting any fashion accessory in the future from me is highly unlikely being that I look at Apple and envy all the customization they've released for even their hideous Apple thing. Samsung has had a history of not following through with their products and software. It's time for them to acknowledge this fact and start paying attention to the details and respecting their customers and fans. One that I still am even today but.....

Gear S2 problems

Hey everyone,
I am experiencing some issues with the Gear S2. So let me list them here below:
1) after a quick spray of water, the bezel doesn't have the clickiness that was present before.
2) the bands on the watch refuse to come out anymore.
If anyone has solutions to these problems, that would be great.
Thanks, Fritz_Frigursson

Solutions? not really.
Hi Fritz,
I don't have any solutions for either of your problems. Just complaints that Samsung's Support (at least hear in Canada) is ABYSMAL. Never send your device in to them. They'll simply deny your claim on all kinds of ridiculous grounds and tell you to pay more than the device is worth to fix it. I sent in my watch 2 weeks ago because the back fell off of it. Seriously, it just fell off. Glue let go and plop! there it is on my counter. I went through their process, sent it in only to be told that it was my fault. That the back falling off is apparently "wear and tear". Then they said that there is moisture inside the device, which is obvious because I was running with it just before it fell apart and the sweat would have gotten in there...
Get rid of the watch, buy one from a company that cares about customer service - preferably one that doesn't use FutureTel to do the repair assessments.
Ryan
Fritz_Frigursson said:
Hey everyone,
I am experiencing some issues with the Gear S2. So let me list them here below:
1) after a quick spray of water, the bezel doesn't have the clickiness that was present before.
2) the bands on the watch refuse to come out anymore.
If anyone has solutions to these problems, that would be great.
Thanks, Fritz_Frigursson
Click to expand...
Click to collapse

Hobie001 said:
Hi Fritz,
I don't have any solutions for either of your problems. Just complaints that Samsung's Support (at least hear in Canada) is ABYSMAL. Never send your device in to them. They'll simply deny your claim on all kinds of ridiculous grounds and tell you to pay more than the device is worth to fix it. I sent in my watch 2 weeks ago because the back fell off of it. Seriously, it just fell off. Glue let go and plop! there it is on my counter. I went through their process, sent it in only to be told that it was my fault. That the back falling off is apparently "wear and tear". Then they said that there is moisture inside the device, which is obvious because I was running with it just before it fell apart and the sweat would have gotten in there...
Get rid of the watch, buy one from a company that cares about customer service - preferably one that doesn't use FutureTel to do the repair assessments.
Ryan
Click to expand...
Click to collapse
Hey Ryan,
So you're saying that Samsung customer support is bad, so I'm going to stick with what you just said.
I can't really buy anything now because.... reasons but seriously the Gear has many problems. I twisted the bands today and it is now practically loose. The band themselves are very difficult to remove and replace. Here in Europe there are NO customer service and I can't send it in because I bought it from another country. So for now I'm searching for new straps. No problem otherwise.
Thanks for your help, Fritz_Frigursson

Cracked Gorilla Glass SR on new Gear S3 Frontier

Hey all,
Owned this watch for three days now and, while I love the look and industrial design, I was shocked to find a hairline crack in the glass right around the 6 o'clock position.
There is not a scratch on the case - not one - and the device has not been dropped. This is my third Samsung smart watch and I own a handful of reasonably exotic automatics/mechanicals. I'm not new to owning nice stuff on my wrist.
On a call to Samsung customer support, they said, without even having seen the watch, "That's physical damage and won't be covered under warranty." Three days old, not a mark... and my new watch is severely compromised. Here's hoping I just got a bad piece of Gorilla Glass and this not represent the first of many glass failures.
I'm hoping Samsung steps up to the plate and looks after this directly as Best Buy does not have the inventory to exchange my defective watch but, from their initial reply, I'm not too confident. I wish they had elected to use sapphire glass - like ALL nice watches rather than Gorilla Glass.
PICTURE ATTACHED.
So sad. First I had to give up my stunning Note 7, now this...

Holy crap. Brutal. Let us know how that works out - good luck!!

Sounds like you're going to be taken care of, though you might be without a watch for a longer period of time then you'd prefer. Perhaps the lesson for everyone is that its worth considering buying an extended warranty, which can be purchased within 30 days of sale. Best Buy has a pretty good one for $70 with no deductible. Square Trade also offers them starting at $55 with a deductible.

Samsung has stopped communicating via their Facebook Customer Service team after making a statement promising to "escalate" the matter.
Looks like they are not very proactive in resolving customer issues in a positive way. Very disappointing given all the support I've given Samsung. I've voted with my wallet in their favour from TVs to SSDs to portable devices. And now they don't step up.

axial_pro said:
Samsung has stopped communicating via their Facebook Customer Service team after making a statement promising to "escalate" the matter.
Looks like they are not very proactive in resolving customer issues in a positive way. Very disappointing given all the support I've given Samsung. I've voted with my wallet in their favour from TVs to SSDs to portable devices. And now they don't step up.
Click to expand...
Click to collapse
Did you purchase the watch directly from Samsung or third party seller or store?
Ryland

Ryland Johnson said:
Did you purchase the watch directly from Samsung or third party seller or store?
Ryland
Click to expand...
Click to collapse
Best Buy

axial_pro said:
Best Buy
Click to expand...
Click to collapse
Then the responsibility lies with Best buy and not Samsung. That is GOOD news as outlets tend to be a lot more helpful than Samsung sales or Samsung importers.
You must return your watch to Best buy and insist upon a replacement. It is difficult to asses from the picture but that does appear to be a crack and not the result of a ding. I can see no point of impact that has caused the crack and surmise the problem could be one of pressure caused by a badly placed crystal.
Its always going to be a battle with this sort of thing. I hope you speak with the manager of Best buy and the watch is replaced.
Let us know how things develop.
Ryland

Ryland Johnson said:
Then the responsibility lies with Best buy and not Samsung. That is GOOD news as outlets tend to be a lot more helpful than Samsung sales or Samsung importers.
You must return your watch to Best buy and insist upon a replacement. It is difficult to asses from the picture but that does appear to be a crack and not the result of a ding. I can see no point of impact that has caused the crack and surmise the problem could be one of pressure caused by a badly placed crystal.
Its always going to be a battle with this sort of thing. I hope you speak with the manager of Best buy and the watch is replaced.
Let us know how things develop.
Ryland
Click to expand...
Click to collapse
I agree that Best Buy is the cleanest and simplest means of resolution. However, they have no stock to facilitate an exchange. I was also considering that Samsung may actually be inclined to satisfy a loyal customer given their current corporate challenges.
Further to that angle, I thought they may be genuinely concerned that this crystal spontaneously broke. Were it my product, I would want to understand the failure immediately.
I'll keep XDA abreast of the process.

axial_pro said:
I agree that Best Buy is the cleanest and simplest means of resolution. However, they have no stock to facilitate an exchange. I was also considering that Samsung may actually be inclined to satisfy a loyal customer given their current corporate challenges.
Further to that angle, I thought they may be genuinely concerned that this crystal spontaneously broke. Were it my product, I would want to understand the failure immediately.
I'll keep XDA abreast of the process.
Click to expand...
Click to collapse
That's a problem.
Samsung is a beast of a company, they are so large and diverse they probably had a hand, forgive the pun, in the manufacture of our underwear and shoes! When a business the size of Samsung grows so mega large an awful lot of what we call customer service goes out of the window.
I am one of 'those' customers who went through the Note 7 fiasco TWICE so I have first hand experience of just how poor Samsung is with customer care. The intentions in Korea may well be decent but they appear to hold zero influence of the global importers so different countries importers operate in different ways or don't operate at all!
In this country Samsung itself sub contracts all imports! Never heard the like of it before! Meant hell trying to sort out the Note 7 problem.
It is a real pain when we wait and wait for a product to hit the stores only to find we have a problem. I would again suggest you return your watch to Best buy within the return time and wait it out for new stock. A cracked screen has rendered your watch useless in any case so return it. Problem will be IF Best buy say the problem is customer caused or they send it to Samsung who will certainly say that regardless.
I do think Best buy is your only hope of resolving this matter.
Oh and BTW I don't think either Best buy nor Samsung give a hoot if they loose a loyal customer, plenty more where they came from..... Its a brave new world eh!
Ryland

I just ordered one from best buy online the other day, and it's already shipped, so they have stock at their warehouse.

Ericthegreat777 said:
I just ordered one from best buy online the other day, and it's already shipped, so they have stock at their warehouse.
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Best Buy Canada does not. The Frontier has even been removed from their website.

i have exactly the same issue, after 2 weeks
I have exactly the same issue after 2 weeks, Did Samsung come to the party?, if not what did it cost to get it repaired?
Cheers,
Gary
axial_pro said:
Hey all,
Owned this watch for three days now and, while I love the look and industrial design, I was shocked to find a hairline crack in the glass right around the 6 o'clock position.
There is not a scratch on the case - not one - and the device has not been dropped. This is my third Samsung smart watch and I own a handful of reasonably exotic automatics/mechanicals. I'm not new to owning nice stuff on my wrist.
On a call to Samsung customer support, they said, without even having seen the watch, "That's physical damage and won't be covered under warranty." Three days old, not a mark... and my new watch is severely compromised. Here's hoping I just got a bad piece of Gorilla Glass and this not represent the first of many glass failures.
I'm hoping Samsung steps up to the plate and looks after this directly as Best Buy does not have the inventory to exchange my defective watch but, from their initial reply, I'm not too confident. I wish they had elected to use sapphire glass - like ALL nice watches rather than Gorilla Glass.
PICTURE ATTACHED.
So sad. First I had to give up my stunning Note 7, now this...
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axial_pro said:
Best Buy Canada does not. The Frontier has even been removed from their website.
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I'm not sure what you're looking at but they certainly do have them on their website and in stores, even on sale.
http://www.bestbuy.ca/en-ca/product...rt-rate-monitor-sm-r760ndaaxac/10488762.aspx?

Tel864 said:
I'm not sure what you're looking at but they certainly do have them on their website and in stores, even on sale.
http://www.bestbuy.ca/en-ca/product...rt-rate-monitor-sm-r760ndaaxac/10488762.aspx?
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My post was five months ago, dude. I would indeed expect that the inventory situation has evolved.

In Turkey glass replacement costs as much as a new watch.. It means it is NOT covered with guarantee AND they do not do it.. they just want you to throw it away.. bastards..