Samsung Refuse to Fix Camera of My S8 Because of Cracked Screen, What Are My Options?

I bought a Samsung S8 recently, I noticed there is a tiny debris inside the front camera. Whenever taking photos or video chat, that tiny debri is always showing in top of my face.

Like some people, I dropped my phone and crack front screen after some use.

Now, Samsung is using that cracked screen to deny fixing the front camera. Saying I have to fix the screen first, before they will fix the camera.

I acknowledge that I broke the screen, but I am not after screen replacement, since only tiny corner is cracked, and does not affect my usage.

I am after camera problem.

What are my options?

Edit: Access to the phone's internals are from the back cover, not the front screen.
See Jerry Rigs Everything channel for complete tear down.

Edit 2: People are quick to blame me for the camera problem, assuming it caused by cracked screen.
Yet, Samsung tech acknowledged the camera problem is on it own, and never blamed it on cracked screen.

Edit 3: Samsung intentionally designed the phone hard to repair. Even themselves is having difficulties not damaging the front screen despite two cushion layers and a metal frame between the front screen and back cover.
Yet, consumers is expected to pay for their intentionally designed limitations.
Despite paying premium price on it supposed premium phone.

I will contact ACCC for options I have.

closed Comments

  •  

    It sounds like you already have a camera problem

  • +8 votes

    Fix the screen, how did you think they could safely remove a broken screen and then put that same broken screen back in after they fixed the camera?

    • -1 vote

      From Jerry Rigs Everything, access to the front, back camera, mother board and battery is from the back glass, not the front screen.

      • +2 votes

        If it's Jerry it must be true!

        Seriously, fix the screen.

        • -1 vote

          Tiny edge on the corner, does even get to the screen, no visuals effected.

          I will keep the $300, until I dropped it again, and when display is affected.

  • +3 votes

    Like most people

    :D :D :D

    •  

      Not really. I don't. But I know most teenagers are

      •  

        Yeah I disagree with the 'most' part too, hence the laughs.

        •  

          Changed it to some people.

      •  

        It reminds me of a song sung a by girl that starts with "most girls…. "

        What was that song again?

  • +1 vote

    Isn't the front screen glass also cover the front camera?

    •  

      Yes, but access to the internals are from back cover, not the front screen.

      •  

        If the screen is not cracked, the phone should be waterproof, but once it's cracked small things can start get into the phone.

        •  

          Samsung tech acknowledged the camera problem is on it own, and never blamed it on cracked screen.

  • +3 votes

    your warranty is void if you have a cracked screen - fix the screen, and then they can fix the camera. Simple.

    • +1 vote

      No, recent ACCC vs Apple ruling indicate warranty does not void on parts that were not damaged by user.

      Apple was fined $9 Million.

      • +1 vote

        Front camera is under the broken screen…… The ruling would say they are within their rights to reject.

        I mean where do you think this CAME FROM?

        I noticed there is a tiny debris inside the front camera

        Oh the broken screen ;)

        •  

          Camera it self is a isolated unit, see Jerry Rigs everything tear down for detail.

          Samsung tech acknowledged the camera problem is on it own, and never blamed it on cracked screen.

  •  

    So you have a cracked screen, and now pieces of that cracked screen are floating around the insides of your phone and landed on the camera, yet you're upset Samsung won't 'fix' it for free?

    Yeah I'm with Samsung, fix the screen, and I'm sure you're camera will be magically fixed too.

    •  

      Samsung tech acknowledged the camera problem is on it own, and never blamed it on cracked screen.

      •  

        you keep repeating this same comment. It really does not matter what the Samsung Tech said! You need to stop. You need to realise that since you have a cracked screen, debri WILL go into your phone and definitely end up under the glass.

        Now there are two things that could've happen, either you camera module is faulty or you got debris in the camera section between the lens and the front screen. You can't expect that to be fixed from the back, they actually have to clean the inside surface of the glass to remove debri.

        You broke the screen, debris got under the glass and now effects photos. You broke the screen, you need to get it fixed or they can't take apart a broken screen to clean the interior

    •  

      it's not free

      •  

        The camera fix is 'free' as its under warranty. Which is what I'm talking about.

  • +2 votes

    Your ONLY reasonable option is to take it Samsung and argue with them, if that Failed. Go buy a new phone or fix your screen.
    Making a point with Ozb users not going to fix your camera issue.

    Not just Samsung, any brand, Sony, Panasonic, etc. If it has any physical damage, they would not fix it under warranty. Go read the fine print.

    Or go find a lawyer ? or why not be a lawyer? you have case :)

    •  

      Why is that a warranty clause, seems silly if it is unrelated/cosmetic damage.

      •  

        This is normal for any brand, crack screen does not consider as cosmetic, they consider as "misuse or abusive use of the product, including physical abuse"; its not NORMAL to crack your phone screen.

  • -2 votes

    Make a ACCC complaint, maybe they will get a big fine as well.

  • +3 votes

    Your front screen is cracked.

    Who's going to be responsible if the front screen falls out while they're taking the phone apart to repair the camera?

    No doubt if that happens, Samsung will get blamed for sure!

    • -4 votes

      That is the tricky part.

      But to consider, Samsung themselves designed the phone this way. They should eat their own design up?

      And when I bought this phone, it was $1089, a premium phone comes with flawed camera, not my fault exactly.

      • +3 votes

        Samsung didn't design the phone with a user-damaged screen.

        And they're not refusing to fix the camera problem. They don't want to risk pulling it apart and worsening the damage that you've already caused on it - then be held liable for that too!

        If the camera problem bothered you so much, why didn't you take the phone back when you first noticed it (ie. before you cracked the screen!)? Are you taking it back now to fix the camera and hoping they'll fix the screen while they're at it?

        Just fix the damn screen and take it back to them to fix the camera.

        • +3 votes

          @Entropy Sky:

          You’re missing the point. It sounds more like your trying to justify yourself than seeking advice.

          Your screen is cracked and you want the camera under it repaired. You want them to take the risk of further damaging your device for which you can argue with them that they damaged it.

          Yes, the camera may be faulty, and yes, Samsung may have done a piss poor job of designing the phone to be serviceable, but it doesnt stop your obligations to return the phone in a condition it can be repaired.

        •  

          @Entropy Sky:

          Now you're just being unreasonable with your arguments!

        • -2 votes

          @bobbified:
          Apple's home button limitation(where phone will brick, and warranty denied, due to broken home button) got them fined in multiple countries.

          Now Samsung is denying warranty for for cracked front screen.

          The difference?

  • +1 vote

    You should fix the front screen first. If you were them, I am sure you wouldn't want to take the risk too.

  •  

    Samsung warranty were very good for me when it came to my S6. Recently I smashed the back camera glass. Replaced the glass for $30 and the camera was buggered. Samsung replaced the camera for free!
    Moral of the story: fix the frigging screen if you want the camera fixed.

    • -1 vote

      Front screen have nothing to do with camera.

      •  

        yes it does ffs. the screen has the same glass panel that covers the camera. Why are you being so difficult about this? If the problem arised before, it is up to the user to take it back for repairs. That is why warranty exists.

  • +1 vote

    if a was the tech i would refuse to fix it unless screen with fixed first too. as it going to break and get worse when he takes it apart to get access to camera. my wife broke her s8 screen lucky i purchased it with an amex explorer card so it should be covered. i recently dropped my s7 and want to get that fixed too. anyone know how many times you can make a claim on the amex explorer or essentials card ?

  •  

    Isn't this like a car manufacturer refusing to fix a faulty engine if there's a dent in the boot of the car?

    •  

      no, more like refusing to repair a glued on rear vision mirror if there's a crack in the windscreen.

    •  

      would you break the boot of the car when fixing a faulty engine? no

      would you break the front screen by fixing the camera (most likely debris)? yes.

      who is response for the cracked screen? the user

  • Thread closed per OP request