AT&T Note 3 LCD Repair

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zhable

Senior Member
Aug 10, 2013
96
11
www.cobaltunlock.com
I recently (Jan 31) sent my Samsung Note 3 to Samsung (Plano, TX) for an LCD repair and saw some of the bad rap samsung has been given over their repair process and decided to post my own experience with their repairs. I shipped the phone without the back, charger, box, manuals with a prepaid UPS 2 day air label (got it for free from samsung), phone got there around February 4 and samsung started repairs on the 5. I thoguht I would have my phone back in no time, just to be disappointed two days later that my phone did not pass Quality Assurance test, after three failures in total Samsung decided to swap out my motherboard and then it passed the test and was shipped! Overall for a free service it took around 2 weeks total (not business days), this service sadly is not like Apple's exchange your broken device for a refurb. I will try to update my post once I receieve my phone back (I heard some people receiving their phones with more problems than they had to begin with, so fingers crossed :) ).

Here is a transcript of my repair:
*02/11/2014//20:17:36//0001773863//Web Chat//ASC*
2/11/2014 7:16 PM-William Herrera: The unit is shipped.
*02/11/2014//20:17:34//0001773863//Web Chat//ASC*
2/11/2014 7:16 PM-William Herrera: No hold amount
*02/11/2014//20:15:03//0001773863//Web Chat//ASC*
2/11/2014 7:15 PM-Mabel Padilla: QC Pass.
*02/11/2014//19:37:02//0001773863//Web Chat//ASC*
2/11/2014 6:36 PM-David Ramirez: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel - Replaced Component

- S/W Updated
*02/11/2014//19:37:01//0001773863//Web Chat//ASC*
PBA was replaced
*02/11/2014//19:35:10//0001773863//Web Chat//ASC*
2/11/2014 6:35 PM-David Ramirez: The Unit did not pass Quality Assurance Check.
*02/10/2014//15:08:51//0001773863//Web Chat//ASC*
phone came in with some scratches on frame and rear,
*02/10/2014//15:08:51//0001773863//Web Chat//ASC*
2/10/2014 2:08 PM-David Ramirez: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel - Replaced Component

- S/W Updated
*02/10/2014//15:07:42//0001773863//Web Chat//ASC*
2/10/2014 2:07 PM-David Ramirez: The Unit did not pass Quality Assurance Check.
*02/07/2014//14:58:13//0001773863//Web Chat//ASC*
2/7/2014 1:57 PM-Yesenia Gonzalez: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel - Replaced Compone

nt
*02/07/2014//14:53:45//0001773863//Web Chat//ASC*
2/7/2014 1:53 PM-Yesenia Gonzalez: The Unit did not pass Quality Assurance Check.
*02/05/2014//12:01:33//0001773863//Web Chat//ASC*
2/5/2014 11:00 AM-Yesenia Gonzalez: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel
*02/05/2014//08:41:35//0001773863//Web Chat//ASC*
2/5/2014 7:41 AM-Selene Herrera: The unit has been received. Pack Condition: Envelope
*02/05/2014//08:41:35//0001773863//Web Chat//ASC*
2/5/2014 7:41 AM-Selene Herrera: Accessory: BATTERY,STYLUS
 

Intub8

Senior Member
Mar 3, 2012
1,129
372
I'm just curious why you didn't exchange it through At&t.

Sent from my SAMSUNG-SM-N900A using XDA Premium HD app
 

Intub8

Senior Member
Mar 3, 2012
1,129
372
I got the phone off of eBay and assumed att would just charge me to have it fixed or tell me to send it to samsung.

O ok. Here is how At&t works, they will cover the device for 1 year from purchase date regardless of who purchased it or where you bought it from. I found this out with a phone I bought on craigslist. I was the 4th owner but it did not matter. At&t shipped me a replacement phone 2nd day shipping and I returned my defected one to them. I don't praise At&t very often but their warranty dept is good in that aspect. Now getting a perfect refurbished replacement is another story, I went through 4 in a week and finally got a perfect one.

Sent from my SAMSUNG-SM-N900A using XDA Premium HD app
 
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zhable

Senior Member
Aug 10, 2013
96
11
www.cobaltunlock.com
O ok. Here is how At&t works, they will cover the device for 1 year from purchase date regardless of who purchased it or where you bought it from. I found this out with a phone I bought on craigslist. I was the 4th owner but it did not matter. At&t shipped me a replacement phone 2nd day shipping and I returned my defected one to them. I don't praise At&t very often but their warranty dept is good in that aspect. Now getting a perfect refurbished replacement is another story, I went through 4 in a week and finally got a perfect one.

Sent from my SAMSUNG-SM-N900A using XDA Premium HD app

Awww wish I went that route , thought they would have just shrugged their shoulder and told me to go somewhere else. Definitely will be doing that if there is an issue next time. Thanks for the info!
 

Hawkhell

Senior Member
Feb 7, 2014
228
19
O ok. Here is how At&t works, they will cover the device for 1 year from purchase date regardless of who purchased it or where you bought it from. I found this out with a phone I bought on craigslist. I was the 4th owner but it did not matter. At&t shipped me a replacement phone 2nd day shipping and I returned my defected one to them. I don't praise At&t very often but their warranty dept is good in that aspect. Now getting a perfect refurbished replacement is another story, I went through 4 in a week and finally got a perfect one.

Sent from my SAMSUNG-SM-N900A using XDA Premium HD app

That is good to know.

---------- Post added at 01:36 AM ---------- Previous post was at 01:15 AM ----------

Awww wish I went that route , thought they would have just shrugged their shoulder and told me to go somewhere else. Definitely will be doing that if there is an issue next time. Thanks for the info!

That is how Verizon was with me.
 

Rukbat

Senior Member
Feb 15, 2012
552
128
Fayetteville NC
AT&T (The service center, not a local store, but it happens to be about 10 minutes from here) tried to reflash my Note 3 (bought from a Big Box store). Failed. "Must be a hardware problem, we'll have to replace your phone." I was out of there in 10 minutes with a replacement (after sitting for about half an hour waiting to be taken, waiting for the flashing - I wasn't the first one in the door that day.) They kept my Zagg screen shield (my error - I should have asked for it back), but otherwise no complaints. New phone, old battery, old S-Pen, old SIM, old SD card. I've been treated a lot worse by other companies. +1 for my local AT&T DSC.
 

zhable

Senior Member
Aug 10, 2013
96
11
www.cobaltunlock.com
still haven not received my phone back sadly. :( UPS must be under heavy load or the driver is afraid of snow. Anyone know any apps that would do some testing on phones (test bluetooth, wifi, screen and such)?
 

zhable

Senior Member
Aug 10, 2013
96
11
www.cobaltunlock.com
Ok got my phone back a couple days ago, everything seems to function well and im very happy with my repaired note 3. If anyone has any questions about the repair or quality of it, ask away and to anyone looking to send their phone in, I would recommend only doing it ONLY IF its your LAST option, as mentioned by the other forum members to use AT&T instead (which hopefully i wont have too). :)
 

graydiggy

Senior Member
Sep 26, 2011
4,991
2,733
36
Bryan, TX
When I broke the screen on my S4, I smashed the screen on a laptop out of anger.

Rough day and that didn't help.

I hate to see what I'd do if I broke this beautiful display....

Sent from my SAMSUNG-SM-N900A using XDA Premium 4 mobile app
 

hapticxchaos

Senior Member
Aug 10, 2012
573
125
will att still replace it even if youre not a customer? I bought an att model off craigslist and unlocked and use it on tmob. maybe a friend who has att can call for me?
 

graydiggy

Senior Member
Sep 26, 2011
4,991
2,733
36
Bryan, TX
will att still replace it even if youre not a customer? I bought an att model off craigslist and unlocked and use it on tmob. maybe a friend who has att can call for me?

AT&T does not do screen replacements. You either go through Samsung, do it yourself or have a repair shop do it in your local area or from online.

Sent from my SAMSUNG-SM-N900A using XDA Premium 4 mobile app
 

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    I got the phone off of eBay and assumed att would just charge me to have it fixed or tell me to send it to samsung.

    O ok. Here is how At&t works, they will cover the device for 1 year from purchase date regardless of who purchased it or where you bought it from. I found this out with a phone I bought on craigslist. I was the 4th owner but it did not matter. At&t shipped me a replacement phone 2nd day shipping and I returned my defected one to them. I don't praise At&t very often but their warranty dept is good in that aspect. Now getting a perfect refurbished replacement is another story, I went through 4 in a week and finally got a perfect one.

    Sent from my SAMSUNG-SM-N900A using XDA Premium HD app