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Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 edge phone? Do I have to replace the phone? Will the problem get worse?
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At the suggestion of the place where I bought the phone (TCC) I called your
tech support. I spent about 2 hrs working with tech support (nice person) &
we determined that the flaw is in the hardware. A replacement phone is to
be delivered by FedEx today. In response to your questions: No damage to
the phone (no water; no breakage; no moisture). I first noticed the bars
after my first system update (took about 20 min) but it might actually
occurred earlier (several hours — not days). I was in a physician’s waiting
room when I noticed the bars — not a challenging place for a cell phone.
I’ll go back to TCC so they can help with the transfer of info onto the new
phone. The phone is satisfying (takes good photos) but it has cost me more
than 4 hrs of time so far, so probably a total of about 6 hrs before
everything is back to where we started. I notice on line that others have
had the same (gray horizontal bars) hardware problem, so I wish I had
checked more carefully before I bought this particular phone.
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GAIHEA84 - Congratulations on your new device. I also have the S7 edge and I love it. Your device should not have these bars on the screen and we will make sure we make them disappear. Does your device have any moisture, water or physical damage? What software does your device have? Settings>System updates>Check for new system update. What were you doing on the device before the lines appeared?
JacobV_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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At the suggestion of the place where I bought the phone (TCC) I called your
tech support. I spent about 2 hrs working with tech support (nice person) &
we determined that the flaw is in the hardware. A replacement phone is to
be delivered by FedEx today. In response to your questions: No damage to
the phone (no water; no breakage; no moisture). I first noticed the bars
after my first system update (took about 20 min) but it might actually
occurred earlier (several hours — not days). I was in a physician’s waiting
room when I noticed the bars — not a challenging place for a cell phone.
I’ll go back to TCC so they can help with the transfer of info onto the new
phone. The phone is satisfying (takes good photos) but it has cost me more
than 4 hrs of time so far, so probably a total of about 6 hrs before
everything is back to where we started. I notice on line that others have
had the same (gray horizontal bars) hardware problem, so I wish I had
checked more carefully before I bought this particular phone.
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GAIHEA84, I wouldn't want to deal with seeing any lines or blemishes on my phone either. We definitely want to make sure you get a phone that works properly, so let us know if you have any issues with the replacement. You can transfer your content from the old phone to the new one by using Samsung Smart Switch if you still have the small adapter that came with your first S7. You can also use the Verizon Cloud >> http://vz.to/2g7p3CI
MarcusS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!
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Dear MarcusS,
Replacement phone arrived very quickly & I took everything down to the TCC
store where I bought the original. They transferred the content & made
certain that all was good again. Thanks to everyone (Verizon, TCC, you and
the Verizon tech support person who did the 2 hr troubleshooting session)
for the effort here; Samsung needs to improve quality control but if this
replacement phone functions OK then everything is forgiven!
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If you do a search on this subject you are not the only one having this problem.I went to the Samsung forum and it said on there that it was a hardware issue.I just hope that this does not happen to all the s7 edge as I was one of the ones that had the note 7.I really can't see going thru this Again.
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GAIHEA84, thanks for keeping us posted. We're relieved to hear that the transition into your new device went smoothly. However, your feedback regarding your experience will be uplifted to our leadership team. It's appreciated as it allow us to hear your voice and recommendations on how we can be better for you in the future.
Should you need additional assistance, please don't hesitate to reach back out to us here in this community forum or at online at Twitter.
LasinaH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!