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S6 EDGE UNFIXABLE PROBLEM AND VERIZON'S POOR RESPONSE

I waited close to 2 months beyond my upgrade eligibility date to get the s6 Edge in gold and replace my dying s3. TWO DAYS after receiving it in the mail the camera stops working properly. It only takes pictures upside down. The auto rotation on the phone in all of the apps has also quit working. I googled the problems after attempting to resolve the matters by resetting and rebooting my phone. What I found is that these are unfixable problems with the edge and requires a phone replacement. I attempted to call Verizon Support only to be disconnected before even speaking to a representative. I went to the Verizon store where the customer rep tried the same tactics I used to no avail. I was then told they would exchange it after researching themselves and finding that it is indeed a flaw with the phone. HOWEVER, the phone is no longer available as it is in a "holding release" status until the problem is solved. My beef is that Verizon is still holding me to my 14 day exchange policy not knowing how long it will be until the phone is made available again. I am now left with a defective phone and the options are less than satisfactory. I held out for the s6 Edge in gold. I paid for the s6 Edge in gold. I was given a lemon. Verizon should replace it with another new s6 Edge in gold that has no defects. EXTREMELY UPSET WITH VERIZON RIGHT NOW. I'm ready to go back to T Mobil.

Comments

Mike8972

Your best bet is to contact Samsung as your phone is under warranty. They will email you a mailer label with instructions and you can send the phone via UPS to their repair center in Texas. The auto rotate is a bad gyroscope and/or an assembly issue. Hope you still have your own phone to reactivate as repairs will take around two weeks door to door. The camera will be fixed also.

Snn5

Verizon will send you a refurb unit (possibly a new one) within 2 days of calling them about a warranty issue and the shipping to you and from you is free. If your phone is sent to Samsung, they will do a reflash and your phone will then be a refurb itself.

Mike8972

"HOWEVER, the phone is no longer available as it is in a "holding release" status until the problem is solved."

I was at Verizon Store yesterday and they ordered me a new phone. The hardware problem is not going to be fixed anytime soon and there are a lot of this phones already in the pipeline for distribution. The point I am trying to highlight is that the phones, in who knows what percentage, have this auto rotation defect. So I am holding onto my old phone and examining the new phone when I get it, and will ship it to Samsung for repair (if it has the same issue) to get the problem fixed. They will be fixing my new phone and returning my phone to me, no switching of phone with a refurbished phone.

Snn5

Your phone will still be a refurbished unit after they repair it.

Snn5

Wait, are you saying that you will have Verizon send you a phone for replacement, and if it has the same rotation issues you will send back Verizons replacement and opt to send in your original unit to Samsung?

Mike8972

Phone number one had rotation issue and was returned to Verizon. Verizon to send new phone number 2. What I'm saying is that if number 2 has same problem, I feel it is better to send phone 2 to Samsung to repair phone number 2, rather than asking for new phone number 3, because I think the auto rotation problem is widespread. I have read other posts where people have gone through replacing several phones already.

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