I recently discovered that my Nexus S has a faulty USB port, and it's now too old to exchange for a new device (my own fault for never connecting it to my computer until just recently). So I have to go through Samsung's warranty process to have it repaired/replaced/whatever. I thought I'd document my experience here.
Before I begin, I just want to say a bit about the quality control at Samsung...I think the Nexus S is a well built phone, but it really seems to me that Samsung isn't testing each of them thoroughly enough. I have had 3 Nexus S' now, and 2 of them have turned out to be defective, the first having a dead spot on the touch screen, the second this USB issue. The 3rd appears to have been in prefect working order, though I sold it without having used it at all. 2 out of 3 units being faulty is a pretty appalling figure.
The warranty process so far has been fairly simple. I called up, got an Indian man on the phone (luckily I could understand him clearly), and was asked for my phone's IMEI number. I told him what was wrong with it, and he instructed me on a few troubleshooting actions to take, all of which I had already tried. He then authorized an RMA ticket for me, which sent a free shipping label to my email address. This whole process took about 5-10 minutes.
What bothers me is that when I asked if this would be covered under the warranty, they never once gave me a straight answer. I asked what would happen if they decide its not covered, and he said that I would be responsible for any repair and shipping costs, to which he could give me no estimates in terms of an amount. I don't really like the idea of sending my phone to them without any promise that it won't end up costing me anything, but since the USB port is now so defective that my phone no longer charges, I really had no other choice.
Currently, my phone is on route to their Texas repair facility. I will keep this thread updated as the process progresses. Feel free to ask any questions along the way.
EDIT: Just want to add, estimated turn around time is 10 days from the time they receive the phone. Factor in shipping both ways, and I'll be without a phone for about 3 weeks...
Before I begin, I just want to say a bit about the quality control at Samsung...I think the Nexus S is a well built phone, but it really seems to me that Samsung isn't testing each of them thoroughly enough. I have had 3 Nexus S' now, and 2 of them have turned out to be defective, the first having a dead spot on the touch screen, the second this USB issue. The 3rd appears to have been in prefect working order, though I sold it without having used it at all. 2 out of 3 units being faulty is a pretty appalling figure.
The warranty process so far has been fairly simple. I called up, got an Indian man on the phone (luckily I could understand him clearly), and was asked for my phone's IMEI number. I told him what was wrong with it, and he instructed me on a few troubleshooting actions to take, all of which I had already tried. He then authorized an RMA ticket for me, which sent a free shipping label to my email address. This whole process took about 5-10 minutes.
What bothers me is that when I asked if this would be covered under the warranty, they never once gave me a straight answer. I asked what would happen if they decide its not covered, and he said that I would be responsible for any repair and shipping costs, to which he could give me no estimates in terms of an amount. I don't really like the idea of sending my phone to them without any promise that it won't end up costing me anything, but since the USB port is now so defective that my phone no longer charges, I really had no other choice.
Currently, my phone is on route to their Texas repair facility. I will keep this thread updated as the process progresses. Feel free to ask any questions along the way.
EDIT: Just want to add, estimated turn around time is 10 days from the time they receive the phone. Factor in shipping both ways, and I'll be without a phone for about 3 weeks...