Cracked Screen NOT covered in Samsung warranty
I just wanted to know what other people thought of this...
Today, I put my P2 in my pocket to store during one of my classes. I took out the player at the end of class only to find that my P2's screen was cracked. Now, I knew the player was a little weak by the looks of it, and would think it normal if only the inner lcd screen had cracked (this is normal with ipods... i have seen in happen many times). my case is different though. How in the world can the outer screen crack?
So... just when i thought there was nothing that could be done about it, my friend told me to call samsung to see if they could cover it under my warranty. although knowing they probably wouldn't cover it, i called anyways with the intention of informing them how cheap and weakly made their player is (with little hopes of getting it fixed without anymore money coming out of my pockets).
I called samsung's product customer care line. Jane told me it was not going to be covered by warranty and that i would have to get it serviced for an unknown amount.
Let me side track and tell you about my previous service i received for this same player. I had sent my player in for service early in January of this year because the player wouldn't turn on. 3 weeks later I received my player (they had told me it would take approximately 2 weeks) saying that i had put DRM files into my korean firmwared player. woops my fault. i thanked samsung for fixing it... but they did more than just fix it. I sent the player in as a brand new player without any scratches and everything about the player was normal. When i got it back, there were couple scratches, places where you could see the service technicians had attempted to open the player (some of the black under the outer glass was gone), and when i pressed on the screen for awhile, you could see spot(s) where the outer glass and inner lcd screen was touching (the spot was there for ~10 seconds each time). Not wanting my player to worsen by sending it in to obviously incompetent technicians and not wanting to wait another 2-3 weeks to get my player back to "original" state, i decided to ignore the minor issues and just keep using my player.
Back to the original story. So I told jane at customer service that i did not feel safe in sending in my player to the incompetent staff. After i told her that it did not make sense that a screen can crack by putting it in a pocket, she transfered me to the customer relations department giving me a reference # to use. (great... i'm marked with a # same as all customer support in this world... what happened to the old "I'll transfer your call, AFTER I inform the next support person of the situation" rather than "Here's a number. Give it to the next person and she'll do the best she can. Next person" attitude)
So Christina (i won't give her agent number away) at customer relations gets to answer my call. I tell her everything once again. She puts me on hold (she put me on hold after i gave her the reference number too... i didn't understand that. supposedly her computer had to gather the information. couldn't she just stay on the line while her computer loads? it only takes a maximum 1 minute to load.) and says, "i've reviewed your situation and for the player being scratched... we can't do anything since your service was in january." i didn't really care about the scratch. next she says, "As for the screen it is not covered under our warranty seeing as it is "cosmetic damage" and i do not know what happened in your pocket." great... just because samsung wasn't able to produce a durable and strong player, the customer needs to dish out more money to fix samsung's mistake? I've owned and HAD planned to own many samsung devices and HAD been proud to say samsung is a korean company (seeing that i'm also korean) but after this incident i'm disappointed and it's discouraging for me to buy another cheap quality device that comes with cheap quality service. After Christina told me I needed to pay for the damages if I wanted it fixed, I asked her how much it would cost me. After being on hold for ~5 minutes, she gave me the number to CVE (apparently the service center) and told me to ask them personally.
Apparantly their warranty doesn't cover "cosmetic damages" whatever that means... but what i don't understand is how the player's OUTER screen (forget about the inner) cracks by just putting it in a pants pocket. Even ipods are this cheaply made. Am i really being unreasonable to ask samsung to pay for their weak player?