[Samsung Galaxy Nexus] sidhaarthm:
Sam's Samsung Warranty Repair Experience - GN Screen Issue

I purchased a Galaxy Nexus from Handtec back in November last year. I am very happy with the device as it has surpassed all my expectations but I have come across a screen issue since 12 April 2012.

The screen (while changing brightness settings, and whilst I am on higher brightness setting) flickers uncontrollably during simple phone usage. i.e. the brightness goes haywire and changes very rapidly on its own accord. The phone functions are unaffected and the apps/software do not seem to have a hand in this because this problem is completely random and does not happen consistently with one particular app. Also, I have the Auto Brightness feature disabled and the flicker I come across is psychedelic, and does not seem like it is a part of some battery saving feature.

I do not have a video of the problem, as I don't know when it is likely to occur, but I found a Youtube video of another Samsung GN owner who has the same issue. My screen flicker is exactly like his. Please find the video link below:

http://www.youtube.com/watch?v=UWXMPo_xrkM

I performed the same steps as the OP for sending in my device to Samsung for a Warranty Repair.

I am in the UK and live in South London.

I requested the envelope from Samsung on this Monday (16/04) over the phone and later got a text to say my repair request has been accepted.

I received the prepaid return Royal Mail SD envelope, a letter from Samsung and some bubble packing on Tuesday (17/04) which was sent by Standard First Class Post - I know receiving it the next day is quick!

Sent the phone back to Samsung on Wednesday (18/04) along with a nice cover letter detailing the issue and best scenarios to recreate the brightness flicker. I also requested in the cover letter to not simply flash the phone with 4.0.4 and return it to me, since I have already tried that and it does not work.

Checked today, Thursday (19/04) and my package has been delivered. As per OP's experience, I haven't received any confirmation (that my repair is in progress) texts yet.

Received a Special Delivery Package from A-Novo today (24/04). Opened the package and recorded everything on video. Brightness flicker seems to have been fixed but few other issues I noticed:

1. The Volume Up/Down and Power Buttons are not aligned properly anymore. There is barely any tactile feedback from these buttons, and it feels as if they are already depressed all the time. Only the volume up button has a slight click to it, but the rest have no feel whatsoever. Not at all happy with this because now it seems my phone has been operated upon and not put back together properly.

2. The cover letter I received says: "We've also installed the latest approved software as part of our standard repair process. This should improve your phone's performance." Now guess what? I sent the phone to ANovo while I was on 'yakju' code with a stock 4.0.4 build with IMM76D. What I have received back is stock 4.0.1 ITL41D (not even F!) version of Android and the code has been changed to 'yakjuxw' - this means that my phone would no longer be updated my Google directly. I am definitely not happy with this and Samsung will hear from me tomorrow.

3. I also noticed a small scratch on the volume rocker.

I spoke to Samsung this morning (25/04). They've booked my phone again with ANOVO. The lady on the phone was apologetic and said that if a repair company fails to repair the device 3 times, then Samsung would offer a new replacement straight away. In my scenario, this is the first time I received a repaired unit, and as such I am not yet eligible for any replacements.

Received the return packaging from Samsung on Thursday (26/04) and returned the phone back on Friday (27/04). Accordingly to Royal Mail, my phone has been held for delivery on Monday (30/04).

A new development took place on Friday (27/04). I got a call back from Samsung because apparently I left a very low score on their satisfaction survey after I last spoke with them. The lady on the phone recorded the conversation and I blurted out everything that ANOVO did on their first repair job. I was told that if they bodge the second repair, my issue will be escalated to a higher department and I might be eligible for a new replacement.

ANOVO received the phone for the second time on Monday (30/04).

I called the ANOVO office on Tuesday (01/05) for an update and the lady on the phone informs me of: 1. Volume and Power buttons have been fixed; 2. Correct phone build (YAKJU) and latest Android OS (4.0.4, IMM76I) has been installed; 3. The scratch on volume buttons has not been fixed because ANOVO wants me (the customer) to prove that they caused the damage.

I did not argue with the arrogant woman on the phone and said I will take up the matter with Samsung directly.

ANOVO dispathced my phone back on Wednesday (02/05).

I received my Galaxy Nexus back from ANOVO on Thursday (03/05) and guess what?

1. Volume and Power buttons are still messed up. There is no tactile feedback and they seem to be stuck and already depressed; 2. Phone has AGAIN been re-flashed with YAKJUXW build and Android 4.0.1 ITL41D; 3. Scratch on volume button still exists. The cover letter which I received this time, is exactly the same (apart from a different engineer's name) and does not even mention the three issues for which I had sent in the phone.

This is crossing the limit. Absolutely appalling service and blatant lies by the ANOVO Repair Company. Some manager from Samsung Call center is going to get a piece of my mind tomorrow morning.

So overall, my first Samsung Repair experience has been extremely poor and my phone has been operated upon twice (sent in for repair twice) and it is still not fixed. This is all with the same repair company - ANOVO. This company (ANOVO) may have fixed the initial issue for which I sent my phone in, but they definitely (perhaps not intentionally) created more problems for me; which they are unable to fix now.

I am trying for a new replacement now since there is no way I am going to send my phone in for the THIRD time, and that too with the ANOVO Repair Company. ANOVO is unprofessional, incompetent and they clearly do not care about what the customer has written in their page long cover letter.

Last update (09/05): Finally - after waiting for nearly a month - I have won my escalation appeal with Samsung. I have now been offered a brand new replacement for the Galaxy Nexus.

It was a fair decision to say the least, after my frustrating experience with the ANOVO repair centre and numerous phone calls to Samsung. I wrote a massive 3 page complaint letter (with all details) to follow Samsung's escalation process, but the end result is worth all the effort.

Just waiting to receive the return pacakaging now so I can return my bodged up Galaxy Nexus. I anticipate the replacement to arrive by mid of next week (15~17 May).

Cheers,

SAM