Hey guys,
I bought a Galaxy S6 a little over a month ago. It started having issues (constant reboots/shutdowns), so I took it into DSE to get repaired/get a replacement. The first time I brought it back, it was only 2 days out of the 14 day Early Life Failure period... so I had to get it sent away for repair instead of an on the spot replacement.
Thought they would be a little more understanding considering its a $1000 phone but ..no. All well and good, so we agreed to have it sent away, then they asked me to pay a $90 bond to send it off as they told me they didn't see a fault despite the phone rebooting by itself as it was sitting on the desk in front of them.
I thought it was ridiculous as the phone was essentially new, and obviously faulty - I have never had to pay bonds when an item was within the warranty period. So of course they said, pay it or keep your faulty phone.
I ended up getting the Samsung guys to help me send it off. Got my phone back 2 and a half weeks later. Motherboard and charging board had been replaced.
3 hours into using it after repair...it rebooted while I was on a phone call -_-? I factory reset it that night, and used it as normal making sure to only put essential apps on there (email, work app, no games etc).
It has been almost two weeks since I got the phone back, and it's rebooted 5 times total (most times when it's just sitting on the table doing nothing).
Samsung told me to go ahead and send it back to them to get it looked at again, however, the reboots this time round are not constant i.e. 5 times in 2 weeks vs. 20+ reboots in a day (before repair).
Will be sending it in again, although a bit nervous as the issue might not present itself while being inspected.
I expressed how annoyed I was that the phone was not fixed, and was told that if it's verified faulty 4 times, I'm entitled to a replacement. I'm guessing however that it would be a refurbished unit.
Of course I'd be happy if they managed to find the problem second time round. Don't get me wrong, I am very appreciative to Samsung who have helped me when DSE was being difficult, however the guy told me they hadn't come across this issue before which is not very comforting. Makes me feel like they're just replacing things willy nilly hoping it will fix the reboot issue.
They also told me not to install 3rd party apps - but aren't all Play Store apps 3rd party? What's the point in owning a phone to have only stock apps on there?
Is 4 repairs before replacement reasonable? It's a great annoyance considering I've barely been able to use my phone in the time I've owned it as it's been away for repairs. Essentially I just paid $1000 for a phone that's been tinkered with. Would have been better off buying secondhand.