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Rant

S5 Active is NOT durable at all and support is useless.

Dec 21, 2014 1:10AM PST

I bought a Galaxy S5 Active based Samsung's advertising, online reviews and advice of the local store and my provider. I've been using mobile phones for over twenty years and smart phones for over ten. I went from Blackberry to iPhones and have been using them until three weeks ago when I decided to switch to an Android phone.

Anyway I don't have a tendency to damage my phones physically (I did run over one a couple years back but that's about it). I have dropped phones and such just like everybody but up until now I have always had my phones in cases.

Anyway, when I got this phone I was told there were not cases available as this unit was built to mill specs and my chances of damaging it were remote.
So last week I noticed a small glint coming from the screen when I was using it and sure enough the screen is cracked. I contacted my local store, Telus and Samsung, they tell me it's not covered by warranty, I abused it... Simple, no looking at it or anying. Telus and the store have told me this is the first call they have received regarding a cracked screen on any Active. I get people from Samsung that are hard to understand and act as if they are operating from a script, their email response was the same, cut and paste.

So from what I've seen so far, the phone seems to operate fine but Mil Spec isn't worth the ink it took to write it on the box. This is my first Samsung product and judging from this it'll be my last. I was considering other Samsung products as I update appliances in my home, computers and such and suggesting Samsung to my sister who has built a new house and is going to install all new appliances but after this I don't think I will.

I like the phone, the large screen is excellent, camera is great, battery last well, Android is working better as I learn to operate the phone, system and all they have to feature.

Their response to issues though is very disappointing and as I get together with family and friends (who mostly run competitors products and for the most part are very happy with them) I'll have to share my Samsung experience with them. I know I am just an atom in Samsung's universe and what I'm saying here probably won't change anything but I guess I'll do what I can.

Discussion is locked

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I agree.
Dec 21, 2014 1:19AM PST
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Well it's false advertising then...
Dec 21, 2014 10:21AM PST

Why call it an active, give it a mil spec rating and say it's for people that need a rugged phone then? I would have bought the S5 if I knew that was the case, plus I can get cases for them. On top of it all, I haven't even had a chance to abuse it yet.

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Tipping my hand
Dec 21, 2014 1:09PM PST

I worked in that industry (military) and there are so many specs that they really don't mean that it will survive everyday random drops. Just most of them. If folk drop, nod to the Otterbox. Otherwise all the phones so far seem to take a ding now and then.
Bob

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sorry that happened to you
Dec 22, 2014 4:54AM PST

Im so sorry that happened! That sucks! When you spoke to Samsung, did you ask them to escalate the call to a manager? Ive found if you keep your cool but insist that the call be escalated you can usually get some more help. Its usually one level (or more) above that can help you with a replacement/ repair problem like that.