[Samsung Galaxy S7 Active Questions & Answers] cormie:
Water Test Complete! FAILURE :(

I am posting this here as the character limit in the YouTube description is not long enough.

I uploaded my water test video here:

https://www.youtube.com/watch?v=c6OoZvFsU44

This video was initially recorded after seeing the consumer reports video of the two S7 Active failed water tests. Samsung said the failure was due to a manufacturing error which was corrected and that phones manufactured after July 2016 wouldn't be affected. They didn't recall units manufactured before this and gave no indication how many units may be affected.

I purchased my S7 Active from eBay through a seller with a 99.3% score from over 120,000 ratings. It was advertised as NEW and I've no reason to suspect otherwise after receiving it. I ordered it December 28 2016, received it January 05 2017 and before using it as my main phone, I checked the manufacture date and unfortunately it was May 2016. I wanted to check if it was a defective model NOW, rather than running into problems after my warranty expired.

I checked with Samsung to ensure they would replace it, if it failed. It was difficult to get a clear answer on this, but I finally did via the US email support so I decided to record my own test to have evidence for Samsung if they were to claim it was used outside of the advertised limits, which this test is far from even coming close to. More info, links and any updates will be posted below.

Official Statement from Samsung on replacement:

https://news.samsung.com/us/2016/07...mer-reports-gs7-active-water-resistance-test/

I first got on to the eBay seller but he said it would need to be resolved with samsung, so I got on to Live Chat on the US support site, but from the conversation below, you'll see they couldn't confirm whether I'd get a replacement.

I sent the live chat transcript below to [MENTION=5246982]SamsungSupport[/MENTION] over Facebook but never heard back from my last message:

Conversation started Tuesday

Cormac O'Sheehan

10/01/2017 17:58

Cormac O'Sheehan

Hi there, please review the below and let me know how to proceed. I need confirmation in writing before proceeding with any tests.

Chat InformationPlease wait for a Samsung Agent to respond.

Chat InformationYou are now chatting with 'Geetha A'. The reference number for this chat is 4*********.

Geetha A: Hi, thank you for reaching out to Samsung Technical Support. How may I assist you?

Cormac: Hi there, I have purchased a phone from an eBay seller that is brand new but the manufacture date is May 2016 and I believe this is before the July date where you fixed the waterproof issue that failed the consumerreports test. I see I am left with no other option but to test this in water before I start using it and if it gets damage, to send it back for a replacement. Can you confirm you will honour this replacement as stated in your statement on the issue: here: https://news.samsung.com/us/2016/07...mer-reports-gs7-active-water-resistance-test/ … The serial number is R********** Please let me know asap as I need to know what actions I can take and I don't want to discover after the warranty expires that this is one of the defective models. Regards

Geetha A: Hello Cormac.

Cormac: Hi Geetha

Geetha A: Please give me a moment so that I can go through the issue.

Cormac: Thanks

Geetha A: Thank you for your time.

Geetha A: I want to inform you that physical and liquid damages will not cover under warranty.

Cormac: but it's meant to be waterproof? How can you justify advertising a phone as waterpoof and then not honour a water damage warranty repair/replacement if the water proof ability is not there in the first place?

Geetha A: It will be up to some extent if the device is in water for more time time in water it voids warranty.

Cormac: Yeah, this sounds very ambiguous.

Geetha A: Water-resistant and dustproof based on IP68 rating, which tests submersion up to 5.0 feet for up to 30 minutes.

Cormac: Please advise, I have received a brand new phone with a manufacture date of May 2016, this is before the problem described here: https://news.samsung.com/us/2016/07...mer-reports-gs7-active-water-resistance-test/ was resolved. This means my phone may be a defective model and no matter quick it goes in and out of water, it may not be capable to withstand any submersion and may be damaged. The only way I see to test this, is to submerge the phone in water for several minutes (within the advertised limits) NOW rather than in several months after the warranty expires. Can you stand over this and confirm you will replace it, if it fails this test and gets damaged?

Geetha A: I totally understand your concern.

Geetha A: I am sorry inform that Samsung will not replace the phone, the phone need to sent for Samsung service center for physical examine.

Cormac: But it says in the statement you will replace the phone.

Geetha A: If there is any physical or liquid damage it will not cover under warranty.

Cormac: If the phone is defective and is submerged in water and gets water damaged, through no fault of my own, but due to a manufacturing defect, it's not my fault and should be replaced, even with water damage, as the defect allows water to penetrate the phone where its advertised it can withstand this. It is not a user error, it's a manufacturing defect.

Geetha A: I'm sorry for the delay. I'll be right with you.

Geetha A: If there is any issues other than physical or liquid damages samsung will provide services.

Geetha A: Just to confirm, are we connected on the chat?

Cormac: Samsung have released a statement saying they will replace phones that suffer from this defect and that phones manufactured prior to July 2016 may suffer this defect but they have not confirmed which Serial numbers are affected, most likely in the hope that most buyers will not submerge their phone within the warranty period so they won't have to replace for free, so they haven't issued a recall. I know of the issue and know there's a big chance my phone may be defective.

Cormac: Yes, we're connected, please do not disconnect.

Cormac: You cannot advertise a phone as waterproof with IP68 rating if it cannot be submerged in water as advertised.

Cormac: if submerging it causes damage, through no fault of the user, then this is a manufacturer defect and should be replaced under warranty.

Cormac: You can't just make up your own rules, there are laws in place to protect consumers in such cases and you must adhere to them.

Geetha A: I do understand your concern.

Cormac: Ok, so please confirm you will replace it then?!

Cormac: it's not so much a concern, but a simple statement of consumer rights and advertising standards.

Geetha A: I wish I could have surely helped you if there is an option available from my end.

Cormac: If you cannot help, you must escalate the issue. I have linked you to a statement from Samsung where they said they will replace any phones affected by the issue I'm referring to and you are saying the opposite.

Geetha A: Physical and liquid damages will not cover under warranty.

Cormac: This is ridiculous. You're just repeating the same thing over and over. I've linked you to a statement from Samsung that says the opposite.

Geetha A: Thank you for waiting. I'll be with you in just a moment.

Geetha A: If there is any issue Samsung will repair the phone it will not replace the phone.

Cormac: From the statement:

Cormac: "Samsung stands behind this water resistance certification, and will replace any Galaxy S7 active under its standard limited warranty, should water damage occur."

Cormac: "and will REPLACE any Galaxy S7 active"

Cormac: that states replace, you are telling me something different. The link is an official statement so I believe you are incorrect.

Geetha A: I will be right with you.

Geetha A: I have provide you all the options.

Geetha A: In this case I will help you with the contact details of the Voice Support Team they will help you with require information.

Geetha A: You can contact our voice support at 1-888-987-4357, Mon-Fri: 7 AM - 2 AM (CST), Sat: 9 AM - 10 PM (CST).

Cormac: No, I want this in writing.

Cormac: You have provided me incorrect details. What you're saying is the opposite of what it says on the official statement. Please speak to a supervisor.

Geetha A: Unfortunately, they do not have chat support.

Cormac: Who do not have chat support?

Cormac: I am on to chat support right now with you? Who did you give the number of?

Cormac: This is Samsung USA is it not?

Geetha A: Please contact our Voice support team with the above number they will help you with further.

Cormac: And voice support number you gave is also Samsung USA, right?

Cormac: No, I want you to resolve this. I'm not wasting more time.

Cormac: You are providing me incorrect information.

Geetha A: The contact number is US support number.

Cormac: yes, and you are US support live chat.

Cormac: So you should be telling me the same information and you should be telling me the information that is on the official statement released by Samsung that they will replace the phone if it is a defective unit.

Cormac: Are you still here?

Geetha A: Yes Cormac.

Cormac: Ok, so please give me a resolution, please do not repeat the same thing as above.

Geetha A: I have provided all the options available from my end.

Cormac: These are not enough. You need to provide more. You have not provided any resolution to my problem. Why are you not escalating this? Do you not have a supervisor to address this?

Geetha A: Please give me a minute while I transfer the chat to my Supervisor.

Chat InformationPlease wait while I transfer the chat to 'Prashanth C'.

Chat InformationYou are now chatting with 'Prashanth C'. The reference number for this chat is 4***********.

Prashanth C: Hello Cormac.

Cormac: Hi there

Cormac: Are you in a higher position than Geetha A who I have just been speaking to?

Prashanth C: Yes, I am the supervisor of Geetha.

Cormac: ok, so can you see the problem?

Prashanth C: Yes, let me go through the above conversation.

Cormac: Thanks

Prashanth C: You are welcome.

Prashanth C: Thank you for waiting.

Prashanth C: I understand that you want to test the Galaxy S7 active phone under water and if it fails want it to be replaced.

Cormac: yes

Prashanth C: Thank you.

Cormac: it's a brand new phone, but it has a manufacture date of 05/16

Cormac: I don't want to find out after the warranty expires that it is one of the defective phones that samsung released the statement about. So I want to test it now.

Prashanth C: I would like to inform you that we in chat support do not have the option to provide replacements. There is a dedicated team to handle these issues. Please contact them and they will assist you in getting the issue resolved.

Prashanth C: You can contact our voice support at 1-888-987-4357, Mon-Fri: 7 AM - 2 AM (CST), Sat: 9 AM - 10 PM (CST).

Cormac: You do not need to provide me a replacement. You just need to confirm that I can get a replacement if it fails under water.

Cormac: If it fails, I will then contact the phone support to arrange replacement, but for now, I just want confirmation that I can get a replacement if it fails.

Prashanth C: Thank you for waiting. I'll be with you in just a moment.

Prashanth C: Unfortunately, we cannot confirm if the phone will be replaced.

Cormac: I need confirmation in writing before testing my phone as you can understand. I think it is best if you phone the support team to confirm this.

Cormac: Please phone them at 1-888-987-4357, Mon-Fri: 7 AM - 2 AM (CST), Sat: 9 AM - 10 PM (CST).

Cormac: You can discuss with your colleagues the issue and then confirm with me on live chat that it will be replaced.

Prashanth C: We do not have the option to call the number.

Cormac: Can email support confirm this for me? Do you have an email address I can send the query and the above conversation to? I want support in writing by live chat or email before testing the phone.

Prashanth C: No, only voice support team can provide you the exact information regarding replacing the phone.

Cormac: This is ridiculous. I will contact support over facebook and see if I get anything more helpful. I know you are confined to work within the rules set out for you and it's nothing to do with you or Geetha, but surely you can understand my frustration and agree it's a terrible system in place for dealing with such queries.

Prashanth C: I'm sorry for the delay. I'll be right with you.

Cormac: Thanks

Prashanth C: I will be right with you.

Prashanth C: I am sorry; I couldn't help you fix the issue over the chat. However, is there anything else I might be able to assist you with?

Cormac: No that's it. Thanks to you and Geetha for trying and have a nice day. Maybe on closing, you can request from Samsung that they allow you discuss such issues also. Take care for now :)

[Official Statement] Response to Consumer Reports GS7 Active Water Resistance Test - Samsung Newsroom

The Galaxy S7 active passed rigorous tests to ensure IP68 certification for water resistance. Samsung stands behind this water resistance certification, an

news.samsung.com

Samsung Support

10/01/2017 19:32

Samsung Support

Good afternoon, Cormac. We greatly appreciate your reaching out to us about this and apologize for the late response. Please understand that although our devices are water resistant, they are definitely not waterproof and still vulnerable to damages not covered by the warranty. Also, the effects of these impacts may not show any symptoms until further down the line in usage. We wish there was a better outcome for you here today and thank you for taking the time to discuss this with our team. Let us know if you have any additional questions or concerns, we're always here for you if so. Have a wonderful day. ^Mel

Cormac O'Sheehan

10/01/2017 20:52

Cormac O'Sheehan

Hi Mel,

Your reply has not resolved my issue at all and has not helped me at coming to a solution to it.

Your device is certified as IP68 certified, there was a manufacturing defect with some of the line that didn't pass test to check the IP certification.

All I want is the phone to be as advertised with the IP rating and to know that my phone is not one of the defective items.

By defective, I am referring to the manufacturing error that Samsung has now resolved and any units manufactured after July 2016 free from.

My device was manufactured in May 2016 meaning it may be a defective unit.

Samsung has issued a statement that it will replace any items with this defect.

Remember, it is a defect. I am only wanting that the device will operate as advertised and described within the advertised limits and usage.

You have a legal obligation in both consumer and advertising standards to resolve this for me.

I need you to provide me with a solution for this issue. Please do so.

Regards

I did however hear from the email support on the 10th of January, who responded with:

Dear Cormac,

Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.

After reviewing your e-mail, I see that you would like to know if the S7 active phone will be replaced if it fails to function as advertised. Not to worry, I will assist you with required information.

I sincerely apologize for the inconvenience caused and also for the miss-communication from our chat representative and also for bringing this to our notice.

I would like to inform you that, the Galaxy S7 active passed rigorous tests to ensure IP68* certification for water resistance. Samsung stands behind this water resistance certification, and will replace any Galaxy S7 active under its standard limited warranty, should water damage occur. In order to do so, we will work with our partners at AT&T to ensure that you get a replacement as quickly as possible.

In order to place the replacement request, you need to contact our voice support team to help you in this regard, as they will collaborate with the carrier to process the request.

Please contact our voice support at 1-888-987-4357 during the hours of 7:00 A.M. to 2:00 A.M. Monday through Friday, and 9:00 A.M. to 10:00 P.M. Saturday, Central Standard Time.

Samsung always keeps the information and procedures transparent to its customers for it serves as a platform of mutual trust and cordial. We have always the motto to emerge and evolve as a brand trusted by all for its services, technology and transparency.

We hold ourselves to a high standard and apologize for falling short in providing the phone you like the most.

Once again we apologize for the inconvenience caused.

I hope the above information is helpful. Please write back to us if you have any questions we are happy to help you.

Should you desire additional assistance, we invite you to access the web-link http://www.samsung.com/us/support/contact to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.

For additional support and updates regarding your product, please follow us at [MENTION=5246982]SamsungSupport[/MENTION] on Twitter or like our page at https://www.facebook.com/samsungsupport

Thank you for choosing Samsung products.

If you have a minute, please fill out a brief survey to help us serve you better. To begin the survey, click on the “Start Survey Here” link at the bottom of this email. Please note that you can access the survey page only when the pop-up blocker is disabled in the browser.

Sincerely,

Catherien

So it was after this email that I felt I was covered in the event of damage and this video is the result of the test.

I will contact samsung next to action the return and replacement and post any updates below.