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Samsung Galaxy S 4 Active

 

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Galaxy S4 Active did not pass water test

DrElena

Jun 24, 2013, 3:14 PM
after using it in about 10 inches of water for one to 2 minutes the phone let the water in, despite all advised precautions.
the customer service is playing goofs asking us "who ever told us we could use Galaxy S4 Active underwater"?

The worst thing is that Samsung customer service did not care at all to replace the phone. Tech support requested the phone to be send to repair services, but why, if it was faulty from the day one?

Can anyone to advise how one can fight with this situation?

thank you in advance.
Elena
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Futuredevildogx

Jun 25, 2013, 1:22 PM
if i where you id call atts retention line (1800-331-500) tell them what happened and they will fix this the phone if advertised as water resistant and it is a warenty replacement ishue
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DrElena

Jun 25, 2013, 6:09 PM
Well, end of the story is as follows:

1) AT&T admitted the phone was not misused, but they refused to exchange it, as it was "DAMAGED BY WATER" (!!) and redirected us to the Samsung tech support.

2) Samsung tech support verified that IP67 certification was claimed by the device and referred us to the repair service for evaluation.

3) RSI (authorized Samsung repair service center) confirmed the phone was not submerged deeper than 1 meter. They also detected the leak areas around the two bottom screws (that were over-tighten), and not the USB port that the customer could leave uncovered.

4) RSI contacted Samsung and made them to admit the case of faulty device and send us a replacement.

Well, hopefully the story will have a happ...
(continues)
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Tofuchong

Jun 26, 2013, 12:49 PM
Your dreams are not shattered.

Most likely those bolts were tightened with a torque-wrench style device, which is designed to cease torquing a bolt when it reaches a preset amount of resistance. Now, it is very doubtful that every single S4 active was assembled using the exact same device mechanism, so there is probably a batch of S4 actives out there that has this problem, but if you do get another one, it is very doubtful it will share this same problem.

However - - I would not buy another one.
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DrElena

Jun 26, 2013, 1:55 PM
Dear Tofuchong ,

thank you very much for cheering us up and for a detailed explanation. It indeed sounds like the case, as the RSI repair person said a very similar thing.

The good news the new phone has already arrived and we are going to give it another try. But maybe not in the whole 10" of water.. most likely we will restrict the test cases to accidental and intentional splashing around it ;)
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DMZ

Jul 22, 2013, 4:17 PM
AT&T will be cursed by their customers who believed in the false advertising..

The lack of waterproofing in the Galaxy S4 is just the latest in AT&T's extensive history of false advertising going way back to the late 90's. Probably why the SUPERIOR Verizon Wireless hadn't picked it up as Verizon probably tested it and found it to be not so water resistant.

The 'Nations Largest 4G Network'? BULLS**T! Verizon beat them to the punch by well over a year. True 4G is 4G LTE, so this scam artist company can continue to get away with misleading an uninformed public to their hearts content.

Consumer Reports stops just short of rating AT&T
NOT RECOMMENDED as their tests and user ratings show AT&T to be the absolute WORST of the Bi...
(continues)
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tmbold

Aug 14, 2013, 4:08 PM
do you have a verizon tattoo?
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Futuredevildogx

Jun 25, 2013, 1:46 PM
also if they refuse just keep calling some cust care reps just dont like to help but it is a very fixable ishue just escalate and youl get er done
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DrElena

Jun 25, 2013, 6:04 PM
very flattering comparison, thank you ;)

I am not sure the lady would be able to point a place in the phone's user guide talking about "how to clean your phone is a washer" ;),
while we had a pretty straight forward guidance on how to take underwater pictures posted at
http://www.samsung.com/us/support/howtoguide/N000000 ... » ;)
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Riot_Act

Jun 27, 2013, 11:01 PM
Anybody can have a bad experience with his/her "waterproof" device. They are supposed to be resistant to humidity and dust, though. There's always a little chance for you to get a defective unit.
The bad thing; Samsung's S4 active has not been sold enough to tell, not many people have one and I think that a very reduced number of users will ever experience a problem with it while under warranty. People are unlikely to believe your story (as customer care reps are), and that makes it a more frustrating experience for the end user who got the defective piece of hardware.

Now, one thing you can do is to follow this guys advice:
http://www.phonescoop.com/phones/p_forum.php?fm=m&ff ... »
If you get a replacement, it is unlikely t...
(continues)
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DrElena

Jun 28, 2013, 2:13 PM
you are right, we actually got a replacement, thank to the RSI repair services' evaluation report of our case. But I am no longer considering to take underwater pictures/videos, despite this feature being so heavily advertised.
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Futuredevildogx

Jun 25, 2013, 6:18 PM
i will say lol to this............lol
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