Samsung Fast Charge issues

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  • Problem
  • Updated 2 years ago
  • Solved
I got my new Note 5 on Black Friday weekend, and with it one of the new features from Samsung is the Adaptive Fast Charging mode, which charges the phone from 0-100% in just over 90 minutes.  When I first got the phone it worked no issues, plug the cable into the phone with the (supplied) adapter in the box, and Fast Charging mode is enabled, rather than regular cable charging which takes closer to 150 minutes to full charge.  It's also great for giving the phone a nice charge boost in a short amount of time.  Now over the last couple months it occasionally worked as fast charge, where it would only do regular charge, and I'd jiggle it or unplug and plug back in a couple times where it would work.  Fast forward to the past week or so, and it does not fast charge at all, and will only regular charge.
I have done internet searching and came up with similar situations of faulty cables shipped with devices, and have narrowed it down to being the cable that came with the phone, the adapter into the wall is fine; I know this because I used a friend's Samsung cable into my adapter and the Fast Charge popped up when it was charging, and also I used an old BlackBerry MicroUSB cable and it worked (albeit it doesn't fit properly into the phone to stay properly, mainly with my case on).

So what I want to know, has anyone else had this issue at all, and will MTS do anything to replace the cable so this function works again? Yes I realize it's approx 90 days after I purchased the device (noting MTS no longer carries it, even though it's still on Samung Canada and Samsung Global websites), but I now have this phone for close to 2 years still (approx 21 months) until next upgrade available, with a function that doesn't work.

I haven't taken the device or charger back to the Connect store, as I wanted to see from this perspective first, prior driving to the mall (St. Vital) with it.  I'm not sure Connect stores sell chargers?
Thanks!
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Justin

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Posted 2 years ago

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Gillian, Official Rep

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Hey Justin,

Sorry to hear you're having some problems with the device charging properly and to the expectations of the Adaptive Fast Charging mode. 

Sounds like you have done some excellent research on what the actual issue may be, in terms of the faulty charging cord and done some trial and error with alternate cords. That's great!

What you're explaining though, would likely fall under manufacturer's warranty - I will direct you to your friendly Connect store to get down to the bottom of it. They are the experts on everything that is and is not included. You do have 12 months from the date of purchase with the Manufacturer's warranty; so definitely have a chat with them and see how they can help.

Cheers,
Gillian
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JT

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Check amazon for the adaptive fast charge adapters and Monoprice.com for cables. I just got 10 10 ft cables for $28 with shipping. You can never have enough cables. :) 
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CoryB, Champion

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Unfortunately failure of charging cables exists across all phones and types of charging ports. Those little cables take a lot of wear and tear near the end that plugs into the phone. This often shows up as needing to jiggle a cable or have it at the perfect angle to work. As this is normal wear it is not likely to be covered by a manufacturer's warranty.
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Justin

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Gillian, would like to thank you for helping me how you could. I went into the St Vital Centre Connect store and they helped me out. They just replaced the USB cable part with another. So a shout out to them for the customer service!
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Gillian, Official Rep

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Great to hear Justin, that's awesome!

 I'm glad that they were able to help you out, I'll be sure to send a verbal 'high five' their way for your excellent customer experience!

Have a fabulous weekend,
Gillian
(Edited)