Samsung forum

Question

Dead pixel policy for Smpartphones

by WP7USER / July 4, 2011 1:58 AM PDT

I bought an Omnia 7 phone back in April it had a very perceptible dead pixel (considering the pentile matrix there are actually two). When I took it to the technical service they told me nothing and kept it for the repair it took two weeks and after I went there the pixel was still there. In the repair form it was marked as not detected and the people at the technical service couldn't explain me why after that I called SAMSUNG support number and they told me to change the background I continued the conversation and finally they told me to call again the tehcnical service. I called the technical service and to told me to ask SAMSUNG for an explanation. Is spent a considerable amount of money with this phone expecting good quality support from SAMSUNG but i have ended up with a defective phone and no word from SAMSUNG. A friend of mine had an iPhone 4 with a dead subpixel and he got it replaced after 1 month of purchease comparing the DPI of both screens and the pentile matrix mine is 10 times more perceptible. Is there a way I can get my screen replaced by sending to another country or something??

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All Answers

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Answer
Add 2 things so the Ambassador can work on this.
by R. Proffitt Forum moderator / July 4, 2011 3:13 AM PDT

1. The TRANSACTION number from your call to Samsung.
2. The country where this is.

The exact model number would be nice too. Remember it's a long weekend.

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I wasn't given a transaction number
by WP7USER / July 4, 2011 8:09 PM PDT

I wasn't given a transaction number and my country is Spain. Anyway I have the repair form, the purchease documents, the phone's package with all it's contents and high resolution zoomed pictures of the damaged pixel where it is clearly noticiable.

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I wasn't given a transaction number
by Samsung_HD_Tech Samsung staff / July 5, 2011 4:59 AM PDT

WP7USER,

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At least tell me if it's covered under warranty
by WP7USER / July 5, 2011 4:36 PM PDT

And also I forgot to say about that the first time within 5 days of purchease I took the phone to the carrier and trough the display failure was clearly written in the repair form after two weeks when I got back my phone in the repair form was written that they only relaced two screws. All I just want to know if this is covered by warranty or not as nobody tells me and calling Samsung (even trough is a person) is like talking with a machine with pre-defined answers even the if the question has nothing to do with such answer. I just want to know the ead pixel policy on this device as I think that with the screen burn-in and the pentile pixel matrix are enough for bad things for also having a dead pixel.

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At least tell me if it's covered under warranty
by Samsung_HD_Tech Samsung staff / July 6, 2011 3:48 AM PDT

WP7USER,

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I have taken all the actions you said (I wrote it...)
by WP7USER / July 6, 2011 7:56 AM PDT

The phone's warranty documentation is something like "don't put your phone under the water or your warranty will be voided" and a bunch of bovious things like that. What I am trying to say and I hope it's clear enough to get a proper answer is:

I bought my phone with the intention of using it within it's typical lifecycle and as I've spent many months on this without a coherent response from the carrier, Samsung and their respective official service centers. I would like to know if this defect is covered under warranty as I bought this product according to certain quality levels ensured by Samsung and I don't actally matter if the warranty information you can provide me is from other country I just want to know it to have a minimal idea of how things work with this kind of defects and decide wether or not to stop wasting my time on this issue. Hopefully this phone hasn't got the same warranty as a chinesse copy bought somewhwere in the street...

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