I bought my cellphone, Samsung Galaxy S7 Edge on December 2016 in Carphone Warehouse in Kingston Town Centre. The phone has been with me for 1 year and 5 months. Samsung Galaxy S7 Edge has a very slim shape and shiny texture. There were times that my phone slipped from my hand and dropped it on the floor.
Start of 2018, I noticed a small black dot on the upper right hand side of the screen, near the time display. When I asked my friend, Clio to have a look at it, he said that it’s a damage on the LCD. After two weeks, there was a vertical pink line that appeared on the right hand side of the screen. Aside from the dot and the vertical line, my cellphone is working perfectly. What’s really important to me is the display of time whenever I’m using my phone. And since there was a black dot on the time display, I wouldn’t determine the time right away. I still have to lock my phone and then press the menu button so the clock appears on the lock screen.
After a week, I went to Carphone Warehouse because as far as I know my phone is still under the warranty. I had my phone checked if the damage is covered by the warranty and the staff said yes, it’s covered. He then instructed me to back up the files of my phone because there’s a possibility that the device might lose all the data if my phone will need a reset. I transferred the files on my phone to my external hard drive and went back to Carphone Warehouse after three weeks. I was with my friend who bought the same model of Samsung on December 2016. With regards to the condition of my friend’s phone, the battery is no longer working, the screen has a crack and it doesn’t turn on anymore. Me and my friend were assisted by a different staff member and were told that if our phones were dropped, it voids the warranty of 2 years. Disappointed, he advised us to go to Samsung Support Centre in front of John Lewis, which was just near the shop where we were.
My friend and I went to Samsung Support Centre and waited for a few minutes before a member of staff assisted us. I was informed that if there’s a damage in the LCD even if there’s no damage on the screen, they will have to change both the old LCD and screen to a new one, so approximately, it might cost me around £180. So expensive! The engineer will have to check the phone first before they quote the amount to be paid. I was advised to wait for their call. Afterwards, the paper work was done, and we were told that it might take a day for our phones to get repaired. That is so much better that to have to wait for 1 to 2 weeks in Carphone Warehouse. Their procedure is also to send our phones to Samsung Support Centre.
I waited for the call from the Samsung Support Centre but I did not receive any. After 2 days, I received a voice message from them saying that my phone is ready for pick up. I called the number back and I was told that the damage is covered by the warranty. It was a good news to me because I won’t need to pay £180 or more.
I went to town the next day to collect my phone and I was very happy when I got it because it’s like a brand new Samsung S7 Edge. There was a plastic cover in the screen and the menu pad, they cleaned the screen, removed the finger prints and when I turned on the phone, the dot and the vertical line were gone. The new repaired phone was handed to me in a very cute casing which says, “Hello, I’m back” which made me glad because obviously, my phone is back and it looks like a brand new unit. I’m very happy and satisfied with the service of Samsung. Even though I bought the phone from a retailer which is Carphone Warehouse, they are honouring the warranty and repairing the phone with original parts regardless if the phone was bought from them or from a retailer. I must say, the customer service is superb.
It’s a great help that the staff from Carphone Warehouse redirected us to Samsung Support Centre. I was not aware that Samsung has a support centre that’s why I’m sharing this information. I’m not sure if we have Samsung Support Centre in Manila, Philippines. I hope we have. If you are living in Kingston, you can have your Samsung gadgets repaired in Samsung Support Centre, Kingston Town Centre.