Samsung has started to replace the screens of Galaxy S6 devices damaged by the company's Clear View cases, a few weeks after finally acknowledging the issue. It appears that the top layer of Corning Gorilla glass is a bit too low on the Mohs scale of hardness.
A customer advisory, obtained by SamMobile, confirms that Samsung is starting to work through work orders related to screens speckled with scratches from the Clear View cases.
The issue started to gain prominence in early May, after a member of the XDA Developers forum pointed it out in a thread. Just two weeks into a relationship with a Samsung Galaxy S6 Edge, XDA Developers forum user galijanach complained of a display tarnished by abrasions that appeared to be caused by the Clear View case that had dressed that handset since day one.
"The screen is now full of scratches since and is bloody annoying the hell out of me," stated galijanach. "I have contacted Samsung UK and awaiting reply. I strongly recommend avoiding this case at all costs. It is expensive and WILL scratch your screen no doubt about that."
In one of the notices it has been sending to affected customers, Samsung says it will confirm all incidents in which S6 and S6 Edge devices have been given return merchandise authorization under the grounds that the Clear View cases have been creating the problems. So if there's a chance the scratches were created by another source, it may be best to figure that out first before handing over a marred phone to Samsung.
Subject devices will have to be shipped to Samsung along with the Clear View cases believed to be at fault. Consumers will also need to provide proof of purchase for both phone and case. And affected users must report the issue within three months of purchasing an S6 or S6 Edge, stated Samsung.
"Please note: normally a Samsung device screen is not covered by Warranty for normal 'wear and tear' and cosmetic scratches," states [PDF] Samsung in the notice. "The above service is offered to our customers as Samsung recognizes there may be customer disappointment after use of Clear View cover."
Because Samsung expects consumers to learn their lessons and to avoid using the Clear Cases again, the screen replacements are a one-off deal for each customer. And in case consumers still want to use the Clear Case, Samsung is returning the affected phones with protective film to prevent the scratching.
