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Check for Physical Damage - Samsung Galaxy S7 / S7 edge

View this info to help determine if your device has sustained physical damage.

Caution Caution:

  • Prepaid service customers: Visit a Verizon store to order warranty replacements. Orders for prepaid warranty issues can't be processed via Customer Service.
  • Standard service customers: If you need to replace your device under warranty and the device has unreasonable wear and tear or any of the following, you could be assessed a damaged device fee.

 

Device damage examples include, but are not limited to:

 

Note Notes:

  • If you receive a charging port moisture detection notification Moisture Detection Icon:
    • If the device was exposed to anything but fresh water, gently rinse the device in fresh water.
    • Dry the device thoroughly with a clean, soft, dry cloth.
  • If damage is found:
    • Several replacement options may be available.
    • If you have a LifeProof case, visit this support page. If you have a different protective case, contact the manufacturer to see if they have any guarantees against damage.

 

Liquid or Corrosion Evidence

Caution The IP68 dust and water-resistance Ingress Protection rating means your device is completely protected against dust, and it's water-resistant in up to 5 feet of water for up to 30 minutes. Follow these tips carefully to prevent damage to the device:

  • If device gets wet, dry it thoroughly with a clean, soft cloth.
  • If prompted with an alert regarding moisture being detected in the USB / charging port, review this info from Samsung.
  • Don't expose the device to salt water or ionized water.
    Note If exposed to salt water, wash with fresh water then dry thoroughly with a clean, soft cloth to prevent salt accumulation to primary microphone, earpiece, and external speaker when it dries.
  • When drying your device, be sure to pat the earpiece (top front of the device), primary microphone (bottom of device), external speaker (back of device), and the power/accessory (USB) interface connector with a clean, soft cloth to remove as much water as possible.
  • When making a call immediately after your device is wet, the microphone may have water in it, which may lower the volume the other person hears. After drying off the device, allow the device to air-dry before making a call.
  • Physical damage to your device such as chips and cracks can significantly reduce its ability to resist dust and water.

To identify if your device has water damage, check for:

  • corrosion, discoloration, or fuzzy growth on the charging, headset, SIM or memory ports.
  • moisture under the display screen.
  • Liquid Detection Indicator (LDI) / Liquid Contact Indicator (LCI) is activated.
    Note Samsung uses a white field with pink or red "X" marks to indicate a device that has had no liquid contact. When the indicator comes in contact with liquid, the "X" marks become pink or red smudge marks across the white field.
    LDI
    Note The SIM tray is located on the top of the phone, on the left side. The Liquid Damage Indicator (LDI) is located inside the SIM tray slot, below the SIM frame, and is visible when the tray is removed from the device.
    Samsung LDI SIM Tray S7 and S7 edge

Note If damage is found:

  • Several replacement options may be available.
  • If you have a LifeProof case, visit this support page. If you have a different protective case, contact the manufacturer to see if they have any guarantees against damage.

 

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Damaged Ports

View the following ports using a bright light and magnifier if possible:

  • Headset
    Note The image below is an example and may vary by device.
    damaged headset port
  • SIM tray
    Note The image below is an example and may vary by device.
    damaged SIM tray
  • USB/Charging
    Note Examples of charging port damage include but are not limited to:
    • Port is loose or wiggles.
    • Bent
    • Corrosion
      Note The images below are examples and may vary by device.
      damaged charging port

      Corrosion on Charging Port
    • Memory card

Note If damage is found:

  • Several replacement options may be available.
  • If you have a LifeProof case, visit this support page. If you have a different protective case, contact the manufacturer to see if they have any guarantees against damage.

 

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Display or Physical Button Issues 

Examples of screen damage / button issues include but are not limited to:

  • Bleeding display
    Note The image below is an example and may vary by device.
    cracks with bleeding display
  • Cracks
    Note The image below is an example and may vary by device.
    punctures back view
  • Excessive scratches
    Note The images below are examples and may vary by device.
    scratches
  • Separation
    Note Examples of separation include but are not limited to (e.g., lens or housing separating from device frame). 
    Note The image below is an example and may vary by device.
    Housing separated from device
  • Missing physical buttons (e.g., volume, power, home, etc.)
    Note The image below is an example and may vary by device.
    cracks with missing buttons
  • Warping
    Note Device or screen won't lay flat.
    Note The image below is an example and may vary by device.
    Warped device
  • Lines
    Note Solid line(s) present across the screen.
    Note The image below is an example and may vary by device.
    Lines accross screen
  • Pixel Deformities
    Note Caused by physical impact to screen or device.
    Note The image below is an example and may vary by device.
    Pixels with burn

    Pixel deformities
  • Punctures
    Note The image below is an example and may vary by device.
    punctures front view


Note If damage is found:

  • Several replacement options may be available.
  • If you have a LifeProof case, visit this support page. If you have a different protective case, contact the manufacturer to see if they have any guarantees against damage.

 

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Missing or Cracked Camera Lenses

  • Missing camera lens
    Note The image below is an example and may vary by device.
    missing camera lens
  • Cracked camera lens
    Note The image below is an example and may vary by device.
    cracked camera lens


Note If a camera lens is missing or cracked, several replacement options may be available.

 

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Hardware Modifications
 

Notes:

  • A hardware modification is any physical change made to the device not performed by the manufacturer or an authorized agent of the manufacturer.
  • Most alterations of this type are cosmetic but involve opening the device case in a way that voids the manufacturer's original warranty and is considered physical damage.
  • Hardware modifications include, but are not limited to:
    • bezels or cases that involve opening the case and removing the original housing.
    • non-removable back case detached.
    • device screens replaced.
    • aftermarket decorations affixed permanently to the device.

Note If modifications have been made that void the warranty, several replacement options may be available.



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