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Nexus S Warranty Process

Discussion in 'Android Devices' started by quantumrand, Mar 19, 2011.

  1. quantumrand

    quantumrand Android Expert
    Thread Starter

    I recently discovered that my Nexus S has a faulty USB port, and it's now too old to exchange for a new device (my own fault for never connecting it to my computer until just recently). So I have to go through Samsung's warranty process to have it repaired/replaced/whatever. I thought I'd document my experience here.

    Before I begin, I just want to say a bit about the quality control at Samsung...I think the Nexus S is a well built phone, but it really seems to me that Samsung isn't testing each of them thoroughly enough. I have had 3 Nexus S' now, and 2 of them have turned out to be defective, the first having a dead spot on the touch screen, the second this USB issue. The 3rd appears to have been in prefect working order, though I sold it without having used it at all. 2 out of 3 units being faulty is a pretty appalling figure.

    The warranty process so far has been fairly simple. I called up, got an Indian man on the phone (luckily I could understand him clearly), and was asked for my phone's IMEI number. I told him what was wrong with it, and he instructed me on a few troubleshooting actions to take, all of which I had already tried. He then authorized an RMA ticket for me, which sent a free shipping label to my email address. This whole process took about 5-10 minutes.

    What bothers me is that when I asked if this would be covered under the warranty, they never once gave me a straight answer. I asked what would happen if they decide its not covered, and he said that I would be responsible for any repair and shipping costs, to which he could give me no estimates in terms of an amount. I don't really like the idea of sending my phone to them without any promise that it won't end up costing me anything, but since the USB port is now so defective that my phone no longer charges, I really had no other choice.

    Currently, my phone is on route to their Texas repair facility. I will keep this thread updated as the process progresses. Feel free to ask any questions along the way.

    EDIT: Just want to add, estimated turn around time is 10 days from the time they receive the phone. Factor in shipping both ways, and I'll be without a phone for about 3 weeks...

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  2. B2L

    B2L Android Expert

    Hopefully everything works out for you. It's pretty terrible that they can't just give you a straight answer. I would be pretty frustrated if I bought a defective unit a couple of months ago and it's not even covered by the warranty.
  3. quantumrand

    quantumrand Android Expert
    Thread Starter

    What's most frustrating to me is that I spent almost $600 on a phone, expecting to be able to use it. For that kind of money (considering the cost of the parts is only around $150), they should send me a replacement before I send mine back to them. I'd happily give them my credit card information so that they could charge me if I didn't send them my broken phone.

    It's only been 3 days since I shipped mine out, and it has already been a major inconvenience several times. My work requires that I am able to quickly respond to emails regularly, and without my phone, I basically stuck at my computer all day. I'm tempted to buy another Nexus S just to use until I get mine back and return it afterwards. I just don't really want to float a $600 charge on my card.

    Edit: Considering I'd probably get some shitty refurb unit back, I might even be able to return it in place of the one I buy new, though I'm sure they check the IMEI numbers on them.
  4. B2L

    B2L Android Expert

    That has got to be tough, my phone is my main source of entertainment. I hardly use my laptop anymore just because it's so much more inconvenient.

    It would be cool if you could take your old one back, but I definitely bet you are right about them checking IMEI number.
  5. xs301

    xs301 Well-Known Member

    I had to send mine in as well. My experience is their quality control sucks! They failed to send my phone back with the back cover and correct battery. I got a battery for a galaxy s instead. They also loaded the phone with 2.3, and left the bootloader unlocked. So I ended up having to manually update to 2.3.3 on my own, and call them for my missing parts. Once I got everything working again, I found they failed to completely fix my phones problem. Luckily for me, my manual upgrade to 2.3.3 fixed the phones leftover issues. Everything took just under a month to get running correctly. Good luck with them though.
  6. quantumrand

    quantumrand Android Expert
    Thread Starter

    That's actually one thing I'm afraid of. Their instructions state not to include anything with the phone unless specifically told to do so. They kinda emphasize the point that they aren't responsible for any lost accessories, which made me worry that it happens often, but they told me to include my charger, battery, and USB cable...We'll see if I ever get them back.
  7. xs301

    xs301 Well-Known Member

    Good luck. I wouldn't include a thing!
  8. quantumrand

    quantumrand Android Expert
    Thread Starter

    Update: Samsung has received my phone and sent me an email informing me as such. It even gave me a link to track the repair progress that conveniently tells me "page not found." My hopes are not high...
  9. quantumrand

    quantumrand Android Expert
    Thread Starter

    Update 2: So the repair progress page still shows up as a "Page not found." Concerned that they're well into the process of losing my phone forever, I decided to call up and see wtf is going on. Well, they're repair support department apparently closes at 6pm EST...not much help to me here in PST, where they close at 3pm. The call center recommended I try the live chat support, which is open 24/7.

    I manage to find the live chat link on Samsung's page (hidden down at the bottom) and fill it some ridiculous form that really gives them no information whatsoever. Upon submitting the form, I'm greeted with a "All of our agents are busy due to high traffic" message. I figure I'll just watch a show or something while I wait in the queue...Turns out there's no ****ing queue! Apparently, if it's busy (which I'm under the impression that it ALWAYS is) you just have to go through the process of filling out their stupid form over and over again in hopes you'll get lucking and get an agent just as he closes a chat.

    It's really disheartening at this point...At the beginning, I was already bummed that I'd likely be without a phone for a week or two just to get a crappy refurb back, but now it's looking like it'll be closer to a month, if I ever get it back. And from the sound of things, IF it does come back, I'll have to spring for a new charger, battery, and back panel...
  10. Roze

    Roze Hiding behind a mystery


    Ouch man >_< that's tough :( I know people complained about HTC charging to your card if you wanted a replacement Nexus One and wait until they get your phone to reverse the charge...but I think it's better to have that option than not. I'm surprise that it'll take 3 weeks for everything :/ that's really long to be without a phone. What are you currently using? I'm guessing you don't have your N1 any more to fall back on?

    I think you returned/exchanged your nexus one when you had it? Can you compare HTC vs Samsung's service? If not XD I have a bad memory.

    Anyways...one week down at least!
  11. quantumrand

    quantumrand Android Expert
    Thread Starter

    I've never owned a Nexus One. I came from an HTC Hero but never had any issues with it, so I can't really compare their warranty process.

    For the past few days, I've been using an old Nokia XpressMusic. Today, the Best Buy near me finally got some more of the Nexus S in stock, so I went down and got a replacement to use until I get mine back (the 30-day return policy is nice).

    I sent an E-mail into Samsung yesterday asking for a status update and got an reply today. All it said was that they did receive my phone and that it will take another 5 to 7 business days to "evaluate" it. Once "evaluated," it'll take another 5 to 10 days to "repair" it. Then of course another 5 days shipping. I won't be getting it back any time soon.
  12. Roze

    Roze Hiding behind a mystery

    *blushes* I swore I saw you posting in the Nexus One forum! This is what happens when you read so many forums here, lol. Sorry about that. GL with getting it back within the 30 days :)
  13. quantumrand

    quantumrand Android Expert
    Thread Starter

    Update: Good news everyone, my phone is on it's way back. According to UPS, it'll get here on Wednesday the 6th (why a large company like Samsung would have such a crappy shipping contract is beyond me).

    There's some potentially bad news too though. Under Problems found, Samsung listed "Faulty USB Cable" and under Solutions, they have "Replaced defective cable." As I've mentioned, I tried my USB cable with another phone and it worked just fine; I also tried another USB cable with my phone and that didn't work, so there's a good chance Samsung hasn't actually fixed my phone. I'm hoping the "cable" they're referring to is some wire inside the phone...I guess I'll find out on Wednesday.
  14. B2L

    B2L Android Expert

    Hopefully they fixed it, anyone who i have know that's sent their phone back to samsung has still had problems. They really like to half ass their work when it comes down to the warranty.
  15. quantumrand

    quantumrand Android Expert
    Thread Starter

    Got it back today. So far, it seems to be working. It still has the same IMEI number, so it seems that they actually repaired it rather than sending me a refurb. Slight downside though...they forgot to include the back plate. I'm now waiting to hear back from them about that.
  16. quantumrand

    quantumrand Android Expert
    Thread Starter

    Final Update: Samsung sent me a new backplate. It arrived quickly when I was finally able to get them to understand that they forgot to include it.

    I just went down to Best Buy today to return the "replacement one" I bought and had no troubles. They didn't check the IMEI number, in case anyone was wondering. As much as I detest Best Buy, their return policy is pretty nice.
  17. B2L

    B2L Android Expert

    Hmm, that's definitely a good thing to know. That may be the way to go if i ever have problems with mine. Just because i don't know if i could live without my phone for a few weeks.

    That's great that Samsung sent you a new back plate though, i have heard terrible things about Samsung's repair centers.
  18. quantumrand

    quantumrand Android Expert
    Thread Starter

    Yeah, the hardest part was getting them to understand that they forgot to return it with the backplate. They kept thinking I broke the backplate and wanted a new one, telling me I could purchase new ones online and didn't have to send in my phone. Once they understood that I had already sent in my phone and THEY had forgotten the backplate, everything went smoothly.

    One thing I noticed when I got it back was a small divot, probably about 1mm in diameter on the bottom-left corner of the face of the phone. My guess is
    that it's from a tool or vice they used when repairing it.

    In the end, the whole thing only cost me a $570 charge floating on my credit card (which should be credited back within the next day or two) and $3 for a replacement Zagg Shield. It also took about a month before everything was taken care of.

    One more interesting note: Samsung appeared to have Odin'd my phone back to version 2.3.1. I had 2.3.3 on it when I sent it in, and I'm certain they sent the same phone back.
  19. Roze

    Roze Hiding behind a mystery

    I can't believe they told you to buy it online. When I had my N1 and I called HTC and complained that the backing isn't sitting properly and making loud clicking noises. The guy was like, 'ok sending you one in 3-5 business days'. I was really surprise, I had some pictures/videos and I asked if he wanted it to confirm and he said no.

    Anyways, from your whole experience with Samsung, Quantumrand, I don't think I want a Samsung phone anymore. I just hope Motorola ain't bad XD
  20. quantumrand

    quantumrand Android Expert
    Thread Starter

    They didn't know that I had already sent my phone in to be fixed. I think they were under the impression that I had dropped my phone or something and broken the backplate and were telling me that I didn't need to send it in to get that fixed since replacements were available online. Once I explained the whole situation a couple times, they understood what was going on and said they'd send a new backplate. It came in a giant box, ironically enough, like 18x12x4 inches.
  21. cp1024

    cp1024 Newbie

    I had almost an identacle experience, although I called a second time to confirm, basically the 2nd rep called the first one a crack smoker, and said only include the phone, no batter, no bat cover. and by the way sent the phone in because the screen is defective, saw after 10 days that the samsung support site said they replaced a part. 4 days later the device was shipped, got the phone the next day, lo & behold no changes, the screen, casing, cable for screen are all the same...? IDK what they replaced, but it did not help, and I resent having no phone for almost 3 weeks, and having to call into Samsung of all companies.

Nexus S Forum

The Nexus S release date was December 2010. Features and Specs include a 4.0" inch screen, 5MP camera, 512GB RAM, Hummingbird processor, and 1500mAh battery.

December 2010
Release Date

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