[Samsung Galaxy Nexus] l3lack:
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.