Lifetime Guarantee t

[maachiaveliq]

Does Lifetime Guarantee cover faulty charging port? My 11 months old Note 10 plus 5g:

1. Can't be connected with my laptop. My Surface Pro can't see my Note 

2. I Can't charge superfast my device anymore (now around 2.5h before 1.2h)

3. My device can't see headphones connected via usb-c like all above. 

So definitely problem with usb-c port 

Another problem is my phone is disintegrated on the both side , probably no waterproof anymore there is big visable gap and is getting bigger and bigger. This is very disapointed with contract worth over 1600£  and just 11 months behind. 

Since new with screen protector and body cover. 

[Chris_B]

@maachiaveliq   Sounds like the battery in the device is swelling up.  Do not use the device and turn it off you need contact EE or Samsung about this.   You get a 24 month warranty on that device. 

[maachiaveliq]

Hi. I  just receive email from samsung repair centre and they didn't accept my claim. "previous unauthorised intervention" That's very dissapointed , Im at on the middle of the contact and obviously I didn't repair nothing myself of privately. Device for over 1k under warranty and what? I try to repair myself? This explenation is big joke,  I was really angry when I call them and after all they blamed EE, I mean they suggest EE sold me refurbishment device as new and this is from tools marks inside come from. 

[maachiaveliq]

Copy of the email:

Thank you for contacting Samsung regarding the problems you experienced with your Samsung mobile phone (model numbe SM-N976BZKAEVRr).

We had arranged for the device to be inspected by a Samsung Approved Service Centre.

Once the engineer had inspected the device they noted that:

LCD is not cracked, multiple scratches and an impact damage is present on the aftermarket protective foil, upon further inspection the LCD we have noticed a black spot in the middle right side of the screen near the edge where a small impact damage mark is present on the LCD frame.
Back glass is not cracked, tapes are sticky, and no traces of tool marks were observed, Signs of dust/debris on tapes due to battery lifting.
No signs of liquid or physical damage on PBA.
No sign of liquid contamination/ingress on the sub-pba usb charging port of device or data cable charging plug.
Battery swollen due to been reused, the battery was not attached to the lcd, easily removed and tool marks are present on the battery surface, upon further inspection the unit, we have discovered toll marks on the LCD at the battery area, the protective graphite sheet is damaged and tool marks are visible.
Usb port is not connecting properly to PC and fast charging is sometime interrupted due, foreign material present inside the usb port.
Accessories are in full working order.

The engineer has concluded that:

Battery swollen due to been reused during a previous unauthorised intervention.

LCD has physical impact damage.

In situations where evidence of liquid ingress, physical damage or unauthorised rework is found, this invalidates the terms and conditions of the Samsung Warranty supplied with the device as this is not a manufacturing/component failure.

The engineer has noted the device is repairable.

As the results of this inspection are based on physical evidence as opposed to opinion we are unable to over-turn this position, we apologise for any problems and inconvenience that this process may have caused.

[James_B]

Hi @maachiaveliq,

I'm sorry to hear you weren't able to have your phone repaired under warranty.

If you don't believe the damage described is correct, I'd recommend discussing this with Samsung support.

Thanks

James