Anyone have a warranty experience to share? Screen Lift Related

[Johnno]

Hmm well i have a seemingly new experience to share. I sent my slate away for repair about 2 weeks ago (easter stuff) for the screen issue. It was actually there, as was the creaking and so forth. I just got a call from them basically asking to clarify what the actual issue is because the techs havent found an issue with it yet...
Kind of bothering if they dont repair it, and if they do now itll probably another week or so, sigh..
Ill post back with a result =]

[nextnexus]

Hello, as the OP, I wanted to share my experience with the Samsung service for my screen lift issue.

So I sent in my slate to the Texas facility. The online service tracking system for some reason never properly identified my service number, so I called every few days for an update.

Here is what the representative told me was noted for the warranty repair:

1. Dock was replaced.
2. Back was replaced.

I didn't say anything to the representative, but I shipped my unit bare in the box, and there was never a "dock" so I am not sure what this meant. So here are my findings after receiving my unit yesterday.

1. The back is my original back with my serial numbers, but now it is scratched pretty bad after being placed in some sort of a "jig" or "vise." Note that my unit was brand new and built in Feburary with no physical defects or blemishes.
2. The unit came to me with tape around the ends of the bezel, I am assuming to allow the screen to cure in place.
3. The glass is now well recessed in the bezel on all sides, BUT the two left hand corners still move a good bit when pressure is applied AND the screen "creaks" when being held in my left hand........

I would consider my unit NOT repaired. It is only a matter of time before dust or moisture gets under the screen if there is movement on day 1. This is extremely disheartening after observing people being generally happy after a repair is done.

UPDATE: My left hand lower corner near the charging port is lifted slightly after an overnight charge. It moved a good bit up and down.

So to summarize, I went almost 2 weeks with no tablet, only to have it returned with a lifting screen and a scratched back cover.....this unit cost me 1300 dollars, I am embarrassed for Samsung.

Update #2: I am feeling a little sick in my stomach.

[Mac Wilson]

These things will lose some resale value because of this issue. If mine gets the lift I will just continue to use and and when I sell it (as I will) on Ebay, I will just mark it down a lot from retail, (which I didn't pay anyway ). That way, someone won't care as the deal will be good enough to cover this issue.

I will NOT do a warranty claim. I'm pretty sure I would get the same results. The only people who are covered are the ones who purchased theirs at an Microsoft store; at least that's what it looks like, I may be wrong.

[revmike]

This whole endeavor has soured me from ever buying a samsung tablet pc.

[e-schreiber]

So to summarize, I went almost 2 weeks with no tablet, only to have it returned with a lifting screen and a scratched back cover.....this unit cost me 1300 dollars, I am embarrassed for Samsung.

It seems that most people who sent the device for repairs, got it fixed. Maybe you should send it back to them. I would. Either that or get my money back.

This whole screen-lifting issue is, partially, a result of people's insane lust for paper-thin gadgets. Samsung could have made the S7S 1mm thicker and the device would have gotten a much better reputation.

[twonth]

I bought my slate a month and a half ago. It started out with only mild lift in the lower left corner, and some creaking when picked up from the left side. The lifting seems to have gotten a little worse over time, and I think the top edge might also be starting to lift out. I was always worried about dust getting underneath the screen (after having this problem with the Vaio UX) and it seems my fears were justified: There are now visible pieces of dust underneath the screen!

So I'm thinking about sending it in for repair, but I bought it from expansys.ca and I live in Canada (for the next few months, at least), so I'm not sure this is even possible. And after reading this thread, I'm worried it would just be a matter of time before the issue reoccurred... So I might just try to sell it (at a substantial loss). <sigh>

[e-schreiber]

Given the wide-spread awareness of the "screen-lifting" flaw, you'll probably get a low price for it if you try to sell it. My suggestion is: try, as much as you can, to send it back for repairs. And if their "fix" is unsatisfactory, send it back once more! Then have a serious conversation with them over the phone. Ask for a supervisor and escalation of the complaint. Either they will truly fix the unit, or give something for your troubles (eg: 1 extra year of warranty, accessories, larger SSD, 3G radio. etc).

I know. It sounds stressful, but you might get lucky and end up with a good unit. Please, keep us posted. Good luck!

[twonth]

I found the time to call Samsung today. First, I tried Samsung US, which referred me Samsung Canada. Then the Samsung Canada representative claimed that because it was a US model, I needed to talk to Samsung US. After I complained about the runaround, I was told to contact "HINET systems" for an international warranty claim. I'll have to try them on Monday since they don't have weekend hours.

At one point, the (Canadian) Samsung representative claimed the screen lift issue constituted "physical damage", and so wouldn't be covered! (Allegedly I should have contacted them immediately when I got the unit if I noticed this.) I really wish I had bought a unit at a Microsoft store now.

[twonth]

After I complained about the runaround, I was told to contact "HINET systems" for an international warranty claim. I'll have to try them on Monday since they don't have weekend hours.

Well, I just tried calling HINET. They won't repair anything without an authorization from Samsung. This is like a bad joke.

[e-schreiber]

Call all of them again. Quite often, you get different answers from different representatives on different days. Don't give up.