I recently purchased GSM Galaxy Nexus from Expansys-US and not long
after that I accidentally dropped the phone and cracked the screen. I am
currently residing in US. If this happens to you, do not expect
assistance from Samsung UK. They cannot assist you if you do not reside
in UK. Here is the email threads that I have exchange with Samsung UK.
My First Email
I have purchased Galaxy Nexus from expansys-usa.com, but I live in XXXXX
USA. I have issue where the fortified glass is cracked around the front
facing camera. I need to have this issue fixed. I registered my product
on UK Support site and opened up inquiry. The response I received from
UK Support is that they cannot help me at all since I do not live in UK.
When I try to register the galaxy nexus on US site, I was not able to
do so since it can't find galaxy nexus. I really need to find out how to
get this issue resolve. Please provide me step so I can talk to someone
that will help me resolve this problem.
First Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: XXXXXXXX
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I'm afraid that since your phone's screen was damaged this will not be covered under warranty anyway. I
would therefore urge you to bring your phone to a local mobile phone repair shop and ask them to repair it as
Samsung UK cannot repair this under warranty.
If you require any further assistance, please contact Samsung again and we will be more than happy to help.
Kind regards
Ciaran
Online Support Team
SAMSUNG Customer Support Centre
Second email I wrote is to ask if they can provide me a Service Center I
can contact so I can receive the repair service. Here is the second
response.
My Second Email
The answer you gave me is not very helpful at all. The problem is
Samsung so-called fortified screen is not so fortified. It's cracked and
for the ten billionth times I know that it's not cover under the
freaking warranty. Now as Customer Service try to figure out how you can
help me. There is no local phone repair store I know that can help
repair Galaxy Nexus which has not been release in US. Why can't I send
the phone to UK to get it repair? What's the cost of the repair? What's
the cost to have the phone shipped back to me? Where can I send to the
phone to be repair? Why can't you guys give me that information? If this
is the kind of service I get from purchasing products from Samsung. I
will refrain buying from Samsung altogether in the future. If you,
Customer Service, can't solve this issue please escalate to your
manager. If your manager can't do it, find someone who is competent and
capable of assisting me in solving this issue.
Second Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: 2106733927
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I am sorry to hear that your screen has become broken.
I would suggest you get in contact with the following service centre to see if they will accept the phone in for
repair from outside the UK.
Regeneris Limited
32 Fountain Drive
Inchinnan Buisness Park
Renfreshire
PA49RF
Glasgow
Phone +44 141 812 1111
As this damage is not covered by warranty this is the best solution I can provide you with. I hope this resolves
the issues you are facing and you get your phone back soon.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards
Chris
Online Support Team
SAMSUNG Customer Support Centre
Then I contacted Regeneris Limited in UK for service assistance. Here
are the following email message between Regeneris and myself.
My email
Support,
I was recommended by Samsung to contact Regenersis in regards to
repairing cracked screen on Samsung Galaxy Nexus. I also have been
informed by Samsung that the warranty does not cover cracked screen. If
Regenersis can service cracked screen on Galaxy Nexus, I am curious to
find out the cost of the service plus the price of shipping to XXXXX,
US. Approximately how many days will it take to fix the problem?
The screen is cracked around front facing camera.
Regenersis Email
Good Morning
Thank you for your email.
Can you please advise if you purchased your handset from the UK.
If you did then we will be able to repair this for you.
It costs roughly £100-200 for the screen to be repaired plus about £10 to return the handset back to the US.
Regards
lorna
My Email
It was purchased from http://www.expansys-usa.com/
Regenersis Email
Hi
As this handset was purchased from the USA we are unable to repair this here.
You would need to contact Samsung to find out where the handset can be repaired in the USA.
lorna
So far as you can see I have been receiving a great customer service.
Even though I bought my phone form Expansis-US which is part of Expansis
in UK, I was told that they cannot do anything for me in term of
service. Then I wrote back another email to Samsung UK and here is what I
have received for the reply.
Third Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: 2106785983
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I am sorry to hear that your screen is broken and that Regenerise is unable to help you.
As you are not in the UK I cannot offer further support in this matter. You will need to contact SamsungUS to
find a repair centre in your area.
This information can also be found on our American website.
www.samsung.com/us
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards
Chris
Online Support Team
SAMSUNG Customer Support Centre
From that email, Samsung UK literally informed me that I am SCREWED for
purchasing their product not specifically made for US market. I am
hoping that since the release of Galaxy Nexus even though it’s not the
same as GSM version, I would be able to get some sort of assistance in
repairing my cracked FORTIFIED screen. Please find someone that can help
me getting this issue resolve. If you are going to email with the
similar answer to Samsung UK, please don’t bother. I want a resolution
to cracked FORTIFIED screen.
Suggestion for resolving this issue:
• Provide me a service center in US where I can service my phone.
• Provide me the cost of repairing the so called FORTIFIED screen.
• Provide me that length of time it will need to fix the issue.
I just opened up another ticket with Samsung US. Since Verizon Galaxy
Nexus is available in US, I am hoping that Samsung US can help me with
the problem. Stay tune for future update.
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