[veb]

A few years ago I took my Samsung S6 back to the store as the screen just randomly shattered on my desk. It wasn't cold, hot or in direct sunlight - just an explosion of glass really.

It was under warranty, so I didn't think anything of it. A week later the store replies that it's _not_ covered because it had a third party Samsung screen.

> "What? How does it have a third party screen? I bought it brand new from you guys"

> ¯\_(ツ)_/¯ "You must have gotten it repaired at some stage"

I was mystified. I had definitely never replaced the glass. They sent it to Samsung NZ who to my benefit they actually emailed me a great explanation of how they knew it was not their glass - pointed out the logo was slightly different, different reflections etc very close, you'd not notice unless you were looking.

After some back and forth, Samsung did replace the entire phone free of charge for me, and went back to the store. I was able to provide receipts and things like that and I guess they just decided it was easier to help.

Still not quite sure how I ended up with what seems to be a refurbished phone, sold at full price as a new phone. I would've really complained to an ombudsman but I think the store earned the ire of Samsung, as I got a follow up a few weeks later to say Samsung had investigated and would be checking this via spot checks more often as after my complaint (to them), they found out I wasn't the only one maintaining my innocence after buying from this specific chain...

Now the irony is that: my old macbook did have a third party replacement screen (non-official screen) but Apple replaced it for free, without even asking me how the screen broke (cord got stuck between keyboard and screen when I was closing it). I was beyond shocked, and it wasn't even under warranty! I had to ask like three times, "Are you sure there's no cost?" it was so bizarre, considering it happened so soon after the phone incident.