I purchased the Samsung Galaxy S3 phone on a Thursday evening. On Saturday evening, two days later, the screen broke after receiving a notification. No one was touching the phone; it was laying flat on the table. After a quick search online, I discovered that I am far from the only person to have this issue. I assumed it would be covered under warranty through the carrier or the company as it was brand new and the phone broke on its own. However, I was told that it was not covered because it is considered physical damage.
I was told by the carrier it was a company issue. The carrier, who admitted to receiving complaints, called the company to be advised on how to handle the issue. I received the name of the rep the carrier spoke with, and was advised to continue to call and file complaints as the company was refusing to acknowledge it was their problem to fix. I have called and was told that it was physical damage and that I would have to pay to have it fixed. They said the fact that it broke on its own, or that it was a faulty device was irrelevant. Also, the cost of repair is more than that of the insurance deductible I have through my carrier which does cover screen breaks. Samsung refuses to acknowledge the device make is faulty and is expecting customers to pay to repair their mistake.
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