The harsh truth behind Samsung phone repair software

It turned out to be a Samsung repair program Not breezy As we thought at first. In the last few days we’ve discovered some harsh truths about the best-selling Android smartphone maker. The company has quietly parted ways with iFixit over phone repair tools. It also required independent repair shops to disclose identifying information about customers coming in for appliance repair.

It started this week when the edge It was reported that iFixit and Samsung have parted ways. “Samsung doesn’t seem interested in enabling repair at scale,” Kyle Wiens, CEO and co-founder of iFixit, told The Verge’s Sean Hollister. Wiens said Samsung repeatedly overcharged its customers for repairs by bundling components rather than selling them piecemeal.

For example, battery packs will arrive from the manufacturer with parts glued to the phone’s screen, requiring the entire unit to be updated. This practice increased the overall repair cost of the device. People were parting with cash for first-party components they didn’t even order.

iFixit She spread her side For the record, it details the breakdown of its relationship with Samsung. The South Korean smartphone giant has limited the number of first-party parts that can be purchased, which has become a supply issue as iFixit has tried to back up parts for faster repairs.

Then it gets worse. Following the report in The Verge and iFixit’s announcement, 404 media published a harsh report that will make you cringe if you’re currently using a Samsung device.

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A leaked copy of the contract between a third-party repair shop and Samsung reveals that the company requires stores to snitch on their customers in exchange for any access to first-party parts. The agreement also provides for immediate disassembly of the device brought in for repair if any third-party components are discovered under the hood.

The Company shall promptly dismantle all Products constructed or assembled therefrom, or consisting of, or containing any Service Parts not purchased from Samsung,” one section of the agreement reads. “It shall promptly notify Samsung in writing of the details and circumstances of any Unauthorized use or misappropriation of any portion of the Service for any purpose other than in accordance with this Agreement. Samsung may terminate this Agreement if you violate these Terms.

These same stores were also obligated to collect each customer’s name, contact information, International Mobile Equipment Number (IMEI) and complaint details and forward them to headquarters.

Bad look for Samsung

It is not surprising that Samsung is sabotaging the trust and goodwill of its customers. Samsung is the same company that has been deceived over and over again Record numbers On the last phone and TV releases To make consumers believe that their devices were more capable and Sales figures To surpass Apple’s ranks. And remember the fiasco last year, when that happened Exaggeration of capabilities For space zoom on the Galaxy S23 Ultra.

These past crimes are precisely why the news hit so hard this week. It makes it difficult to suggest Samsung as a company you can trust. Samsung is asking stores to report unknown customers who come in for repair while they are there to push a novel This is it committed You have the right to tamper with a device you own.

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It is also not uncommon for small, independently owned businesses to be tasked with performing the dirty work of surveillance capitalism in exchange for providing access to genuine Samsung parts.

We are still waiting to hear an official statement from Samsung. We have reached out for comment.

The past 48 hours have made it difficult for a seasoned phone reviewer like me to suggest you buy a device with such anti-consumer practices. At this point in the buying cycle, you’re better off buying a Google Pixel because… spare parts Cheaper, according to iFixit.

In the meantime, if you need a Samsung smartphone repaired, iFixit will still help you if you want to fix it at home. However, consider a backup plan if you purchase third-party repair kits through them or another retailer. This contract will likely still be binding on other personal repair shops.

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