Galaxy S7 Edge Screen issue..

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I Plan to Stick Around
Posts: 13

Galaxy S7 Edge Screen issue..

Well I have the dreaded grey horizontal line problem come up today on my Edge and none to happy.  Have had the phone for less than a month and now have to be inconvenienced to travel to Mississauga to have them accuse me of stuff, etc.  Shocked that Rogers would not replace the phone for me and force me to service on my own..

 

Disappointeed...

 

 

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I'm a Trusted Advisor
Posts: 31,984

Re: Galaxy S7 Edge Screen issue..

Hello @Redsfan83

I am sorry to hear that this issue is happening on your S7 edge. I understand it's frustrating to deal with. However I do believe if there is a issue within the 30 days of you getting the device, they should be able to have it fixed or a exchange of the same device. Have you spoke to the store manager? I would highly suggest @CommunityHelps to help this user out with this issue and get it resolved in one way or another Smiley Happy
I Plan to Stick Around
Posts: 13

Re: Galaxy S7 Edge Screen issue..

Until I take time out of my busy day tomorrow I have no idea what to expect. This is a well known issue with the phone but it seems like I have no choice but to either send the phone to Rogers to send out, or do this on my own to try to expedite the process. Pass the buck at it's best if you ask me...Not even a month, argh
I'm a Trusted Advisor
Posts: 31,984

Re: Galaxy S7 Edge Screen issue..

Hello @Redsfan83

Even let's say the device exchange is only for 15 days ( if they changed it from 30 to 15 days) they need to Sent it out for repair. That's the normal process which happens with all carriers. Now from what i know within the 30 days if a issue arises with the device even if it's past the 15 minute talk time, they should still exchange it. If not a repair is needed. Best people are @CommunityHelps. They should be able to explain everything for u
I Plan to Stick Around
Posts: 13

Re: Galaxy S7 Edge Screen issue..

I have spoken to a store and head office who have both told me about my only options. I understand it's policy after 15 days to have it sent out or repair at a facility but I find this ridiculous that a $1,000 phone has major issues and a customer is forced to have to send the thing out for repair and get it back longer than they have even had the phone.  What happened to writing the thing off and replacing it for a loyal customer?  Easy for Rogers to say there is nothing they can do...already also reached out to community helps, sadly not  a reply

Moderator
Moderator
Posts: 1,897

Re: Galaxy S7 Edge Screen issue..

Good evening @Redsfan83,

 

Thanks for your posts & Welcome to the Forums!

 

We're truly sorry about your poor experience in store, with the replacement of your device.

 

The 15-day grace period has been established to give you enough time to notice issues with the device. 

Pertaining to your interaction with the store;

 

  • Are they stating that you cannot get the phone replaced because the screen issue would be due to a physical damage?
  • Did they offer you to send it in for repair, at no cost to you?

 

If the store manager does not have the ability to help you, you can request, from the store agents, that they provide you with the District Manager's information. This would essentially allow you to bring this situation up to the store manager's direct superior. That person might have the ability to make an exception.

 

When did you send the private message to @CommunityHelps?

I am currently monitoring the inbox for the night, and can certainly assure you that the reason why we did not get back to you is because we have not received your message. I sincerely apologize.

 

For more info on how to send a PM, feel free to check out this Blog article.

 

Hope this helps!

 

RogersMaude

I Plan to Stick Around
Posts: 13

Re: Galaxy S7 Edge Screen issue..

Unless I am totally nuts I have tried sending a private message to @CommunityHelps but I get an error saying there is no user with that username?

This is a private message trying to send.

As for the store, they offered to send my phone out, but what purpose would that serve me? Have it for 3 weeks than give it for repair for another 3? My other option was to take it to a service centre and roll the dice and hope it can get fixed or replaced at no charge? With a common issue like I am having, why is an exception to the 15 day policy not put into place? I was asked if it was dropped and even asked if I got water on it, when it's Water Proof! I have to take time out of my day tomorrow to drive to Mississauga and wait for however long to talk to somebody, when in all likelihood have to also give my phone up to be sent out to try to fix a known issue? Lots of hoops to jump through for a new purchase, no?
I'm a Trusted Advisor
Posts: 31,984

Re: Galaxy S7 Edge Screen issue..

Hello @RogersMaude

I just wanted to say that this is a ongoing issue with most of the S7 edge devices. Our Samsung rep at my store has verified this and even mine had the issue. ( Thankfuly he gave me another one and changed it) but we have seen customers and a couple of our managers have this. It's not a physical damage at all and it a store manager deems this, I would like to see how it is as this is a big issue that can be verified online as well with all the complaints. The screen is self a pixel dies which causes that line to happen. Just like on a television. A pixel can die and cause the line for any reason. It can be from heat, from pressure, from the screen it self not actually built properly. There is many reasons which can never be found unless the screen it self has been physically damage but i haven't seen thay happen for this reason. If that goes the screen needs to be replaced which the manufacturer should cover under the one year warranty ( aka Rogers now which does the repair). Now at this case I don't know what process Rogers uses but i for one know this is a known issue.


@Redsfan83
I would suggest that getting in contact with the District Manager and speaking to them about the issue and explain it all to them. They should understand and maybe give a exception as RogersMaude said.. I do hope this gets resolved for you and u get it either fixed or another one!.
Resident Expert
Resident Expert
Posts: 5,997

Re: Galaxy S7 Edge Screen issue..

@Redsfan83, to send a pm to communityhelps, try this:

 

1.   @CommunityHelps <--------- Click this
2.  On the following page, select "Send this user a Private Message" to bring up the message composition page.
3.  In the subject line, enter the appropriate title

4.  In the text area, type your message
5.  Press Send

 

You can use this same process to send a pm to anyone else by selecting their user name from the list of users online or from any post where their name is shown and can be selected as a working hyperlink.  



I Plan to Stick Around
Posts: 13

Re: Galaxy S7 Edge Screen issue..

thanks for the replies on here and for reaffirming what is commonly known by now. Very unfortunate as this phone is amazing and top of it's class, however, another black eye for Samsung.

To be honest, servicing a customer should not involve a District Manager as they are difficult to reach, and we have zero faith in having our issues taken care of. An issue like this needs to be dealt with immediately, not passed on to others. I bought this phone to use, not send out for repairs before I could even blow my nose using it...