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mekyle N

1 reviews | Active since Dec 2018

16 Jan 2019, 10:59

Samsung S8 IP68 Failure

I took a pic under water in a childrens inflatable pool with my samsung galaxy s8 about 2 weeks back ever since then the phone did not turn on. At first i assumed it was the phone battery was dead but after trying to charge it with my usb charger for a whole day and no response. I tried to use my wireless charger but nothing. I then contacted the samsung customer care and logged a case and i was then advised to go to my nearest samsung repair centre to take my device in for assessment. which after 3 days i was advised that the device is ready for collection. My first complain is that the service consultant that was assisting me is really slow in helping me resolve my case. I have been calling day after day and he just seems to come up with more excuses on passing the buck on processes that are delayed (for example the device was ready for collection and i went to pick it up from the repair centre in nandi drive. When i received my phone i was told that i can contact the repair technician if i have questions on the device report. I had spoke to the technician (Wezley Raghunathlal) who informed me on what happened and told me that he had sent through the assessment report to the service consultant handling my case. I had called the service consultant (Nadeem) immediatedly to find out if he received it and he said he didnt. Eventually he had told me that he received it and sent it to higher authority. On whether samsung will be repairing the device under warranty or i will have to pay. How long more do i need to wait for that as i use this phone for work?

Secondly the samsung s8 has an "IP68 dust and water resistance rating. Based on test conditions of submersion in up to 1.5 meters of fresh water for up to 30 minutes." The conditions to which the device was put under was not even close to 10% of these standards. taking a pic under water for less than 5 seconds with a depth of approximately 10cm, that should definitely not cause damage to the phone. And yes Samsung claims fresh water this was water straight from the tap as it is a childrens pool. I have 2 other samsung phones (samsung galaxy s8plus and note9) with IP68 rating and the devices worked fine when put under similar conditions. This IP68 rating on this phone clearly was not working properly. The phone had never fallen and has no physical damaged. And there is no way possible that just for under water for a few seconds "which is not 30 minutes" the main PBA board can be corroeded in that manor. This matter is stressful and frustrating.

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Replies (4)
Samsung South Africa
Samsung South Africa's reply16 Jan 2019, 11:02
Official
Good day  Mekyle 

We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly.
  
A senior customer service executive will contact you with further advise on this matter. 

Regards,
SamsungSA:^TM 
Samsung South Africa
Samsung South Africa's reply16 Jan 2019, 12:53
Official
Good day Mekyle

Herewith your reference number:    

***

Regards,
SamsungSA:^LZ
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mekyle N's update16 Jan 2019, 13:01
Reviewer Update
I am aware of the reference number as it was the same number which was given to me the day i logged the case.
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mekyle N's update18 Jan 2019, 08:45
Reviewer Update
It is 2 days now and i have not received any feedback from samsung. This is extremely poor service. The only reply i was given was a case number which I initially received on the the 6th of January.