S6 Edge died mysteriously and my replacement is unsatisfactory

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I have been feeling very hopeless and really need help. I want to describe the situation in full and what I am hoping to have resolved.

After only having an S6 Edge for 8 months, my phone began to static screen and become completely non-functional. I sent it off for repair through Koodo and it was evaluated as "liquid damage". The only "proof" I was sent from Koodo's repair department is a perpendicular photo of my USB port, supposedly proving the damage.

I have no clue how this is possible. I had a case on my phone after a week of owning it, never had it exposed to water, never fell in water, and when it did die, it was in my pocket all day, having been checked a couple times, but it was not raining nothing.

After speaking with customer service, I was told it was impossible to replace the phone in its entirety because the repair department claims this is not a manufacturer defect and it was my fault it somehow broke due to liquid damage.

The best that customer service could get me that yielded in a no cost solution was to give me an LG G4 and keep my tab owing at the same amount it was for the S6 Edge.

After having the LG G4 for a month now, I am still very unsatisfied, as I feel it does not compare to the power and reliability of the S6 Edge.

I just want to know if anyone has similar experience or if someone can help. I would own up to the damage if I felt I did cause it, but I seriously have no idea how they can claim this is liquid damage. I will happily return both the damaged S6e and the LG G4 for a proper equivalent phone to the S6e, but I feel its completely unfair that I should have to pay money to receive an equivalent phone to the S6e.

Samsung was 0 help as I tried contacting them about this issue and were completely incapable of providing me with any solutions. I will never buy from Samsung ever again, especially with their Note7 gong show.
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William Rowan

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Posted 2 years ago

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Ivan, Mobile Master

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Is it possible that you exposed the phone to high levels of humidity? That can trigger a moisture indicator.
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William Rowan

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Unknowingly maybe. I never brought it in to the bathroom while I showered. The only exposure it would have gotten is outdoor humidity or whatever humidity might have somehow been created while it was in my pocket.
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David, Mobile Master

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Your shirt pocket inside a rain jacket can have quite a bit of humidity, but should not affect markers inside the phone. Though it may be late now, I'd ask for a reassessment.
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William Rowan

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I did get a second assessment from a local authorized Samsung repair place and they gave me the same assessment. What really bothers me the most is that this happened after 8 months, I have no real knowledge of how this could have happened so quickly and this is somehow NOT a manufacturing defect? Samsungs true colours are showing in their Note7 fiasco so such poor manufacturing to be inoperable after 8 months is absurd to me. Can you please forward this to a Koodo employee to see this? I'm not trying to con anyone in this situation, I just want a fair replacement that I should not have to pay for since I did not knowingly damage the device.
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Paul Deschamps, Mobile Master

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If you've had it assessed by two places and both say it's water damage then it has to be water damage which isn't a manufacturer defect at all so not sure why you'd think it's a manufacturer defect.
If you didn't want to pay for the repair which isn't covered with any manufacturer then your extremely lucky that Koodo was even nice enough to give you a new phone of any sort and personally I think you should be extremely grateful at that especially if they let you keep the damaged device. Not sure what exactly you are expecting but unfortunately I'm sure it's not going to happen, sorry to be blunt but that's the reality of the situation and I'm just being realistic.
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William Rowan

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The defect I am claiming lies in the poor design of a phone which can be damaged beyond repair from exposure to humidity because the phone never had any direct contact with water at any point in time. I wouldn't be so upset and frustrated if I actually was responsible for exposing it to liquid damage like spilling something on it or dropping it in water, but I did no such thing. It is also interesting that Koodo doesn't offer the S6 edge, but still offers the S6, why is that? Don't suppose it's because the S6e is as poorly designed as it seems to be from dying of supposed liquid death after 8 months with no direct exposure to liquid.
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David, Mobile Master

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More likely that there was insufficient demand for the phone compared to others. Many S6 edge phones, including mine, have lasted far beyond 8 months.

However, if two facilities have stated that there is evidence of water / moisture damage to the phone, you are unlikely to convince a repair facility otherwise, no matter if you are aware of no instance of obvious water damage in your handling of the phone. It comes down to their telltales vs. your word. Unfortunately they will take the evidence of the tell-tales.
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rikkster, Mobile Master

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Seems odd they would only show a photo of the USB port. If photos of the liquid damage indicators were shown, I would consider this as irrefutable evidence. An interesting video shows just how long the S6 Edge can remain submerged under water. This doesn't mean that all S6 Edge devices will survive this test or for that amount of time as the S6 Edge is not an IP 67/68 certified device.

However, this demonstration suggests that the S6 Edge would have to be exposed to a fair amount of moisture in order for it to fail due to liquid damage.

S6 Edge Water Test
https://www.youtube.com/watch?v=LGBKm...

On the S6 Edge, one of the liquid damage indicators is located beneath the SIM tray. If the phone was exposed to high humidity levels, I would expect to see a photo of this area, not the USB port. The USB port is housed in a protective plastic ‘pocket’ or enclosure, creating a makeshift barrier. If you pause the teardown video below at 02:45, you'll see the two halves of the S6 Edge and where the USB port and enclosure are located and fit snugly together.

Water Damage Sticker Location Samsung Galaxy S6 Edge
https://www.youtube.com/watch?v=hGLQJ...

S6 Edge Teardown
https://www.youtube.com/watch?v=U9zfy...

What’s done is done. Just my opinion and looking at this from a different angle.
(Edited)
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William Rowan

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I am unsure if you are trying to help my cause or try and disprove what I am saying.

From my perspective, all this proof of how much water exposure it can withstand reinforces my point of how bizzare it is that my phone would be dead after 8 months of only being exposed to humidity from inside my pocket. I am not making this up and I am positive there had been no other exposure to liquid against the phone, and if there was, it would only be at areas of the phone that were exposed around the case that was on the phone from a week after purchase.

I have attached the photo that was sent to me by Koodo's repair department. No other images were included, aside from the bar code for the defective IMEI. If you are certain of this protective barrier located here, then you are helping me prove that it is so strange they are claiming liquid damage to the USB, which again, I am telling you all, is impossible aside from whatever possibly humidity exposure it would have had from being in my pocket.

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William Rowan

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Well still no comment from any Koodo employees. And guess what, shout out to you Rikkster, the liquid sensor in the SIM tray IS NOT TRIGGERED! Sadly I do not have a camera with high enough resolution to take a picture to prove this, but the sensor in the SIM tray is still white. 

Can en employee please contact me or respond to this. I will be more than happy to bring in the phone and prove the SIM liquid sensor is not triggered.
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David, Mobile Master

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Just so you are fully aware, it is not a Koodo employee who would be doing the assessment, it would be a Samsung or Samsung authorized repair centre employee doing so.
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rikkster, Mobile Master

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@William, looking at the photo, it looks as though the contact pins have lifted from the board. I see a slight gap across all five pins, (@ 400x zoom). Normally, the pins are flush to the board. My thinking is that the area might have been exposed to high temperatures (during charging) and may have melted the solder beneath the pins. When solder becomes hot enough, it turns into a liquid. This might be the reason why the repair department is calling this 'liquid damaged'.

Solder is conductive. The melted solder or flux may have short-circuited the USB port causing the screen to become unresponsive. Accumulated amounts of dust or lint can also play havoc with USB charging ports, to the point where if the port is packed with debris, the charger will have difficulty delivering the required charge. This could result in higher charging temperatures at the USB port.

If using a third party charger/rapid charger/in-vehicle charger and or USB cable, this could have contributed to the damage. Samsung is fairly adamant about using only their chargers and USB cables. If you've been using the factory supplied wall charger and USB cable, it's possible they may have become defective.
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Melissa, Employee

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Hello William! We have been paying attention to this thread and I would like to confirm the following information with you;

Regarding the phone evaluation process, as David mentioned it is handled by the manufacturer (Samsung) of your device.  Koodo facilitates the process by sending your phone to the manufacturer and back. We have no say in determining the physical status of your phone. From what I can see, two Samsung representatives have determined that there is water damage on your phone with the tools that they have to evaluate their phones. As much as we would want to argue otherwise, they have the final say.

Regarding the S6 Edge, David is right when he says that there wasn’t a high demand for the phone which is why it has been discontinued.

We do not give out phones to replace phones that have been physically damaged.  As we value you as a loyal customer, we have gone above and beyond for a situation which is not under our control by applying a very big credit on your Tab for you to get a new LG G4 for free.  In situations like this a customer would have needed to pay off their Tab completely to get a new phone.

Thank you!


(Edited)