TL;DR: please don't expect much support from Samsung especially if your phone is beyond warranty. You will end up paying 30% the cost within 1.5 years (my experience)
27Mar21: I did not receive proper support from Samsung. I wrote my final mail today to Samsung and also used their mail to CEO option. Will try uploading it when possible.
- I was an ardent user and supporter of Samsung phones from sgh-600 for 2 decades and not anymore - mainly because of bad treatment and bad customer experience. GOOD BYE SAMSUNG PHONES!
In short,
-- Samsung will NOT support the phones if they are beyond warranty period.
-- But Samsung will release software patches periodically, which may result in some damage (In my case it was the display and IMO it is a software issue)
-- If there is an issue for the phone because of the software update, customer should replace the display paying 25-30% of the phone cost! No explanations here -U take it or not, and no answers/shielding against recurrence!
-- And customer support from Samsung will take you through mulitple rounds according to the internal protocols! whichever is the route you take!! One can contact Samsung support teams via different ways.
What an experience!!!
F - Why I believe it is a software issue?
- The erroneous behaviour started immediately after the software update. I am careful about the software I use as I observe it closely.
- This issue is reported by multiple samsung phone users, as I can see from Samsung Members app, as the updates are reaching their phones. Many phones are getting progressively reported.
- Two seasoned (senior) members from the service center has confirmed me that it is a software issue and they are not in a position to talk this in public.
- Please refer the URL: https://www.samsung.com/latin_en/support/mobile-devices/after-software-upgrading-my-s10-s10e-device-... - It is the same issue I faced and clearly responded by Samsung that it is a software issue.
- The phone boot sequence is (also) having an issue - the samsung/android logos as part of the boot-up do not appear - I believe there is a corruption in that area of core/OS.
- I have seen the screen with the perfect color more than once and hence there is no pixalating damage happened to the phone (yet)
- I checked the display frequency and is found to be 60HZ, which also is correct
Timelines of the Issue:
<<coming soon>>
Note: I will be updating the complete timeliness of my experience here shortly, as I get time. It is a long story and can be helpful for people who are suffering and considering Samsung customer support. I even made suggestions to Samsung based on my experience and I hardly received an acknowledgement. Please come back here for further updates.
Issue Update Status: Announcement updated, timeline updates Pending.
Current Status: I am waiting to hear from Samsung (support head many mails, mail to cwo - 2 xommunications) re: this issue.
19/Dec: Screenshots included + 'In short' + 'why I believe it is a software issue?' updated.
24/Dec: shared video and a pic to Samsung beta testing and normal error, as suggested; Will communicate via "mail to ceo" for the third time and also update the timelines within next 2 days
Please feel free to message me if you need any further information. My experience and analysis is shared here with the intention of assistance and warning to the fellow members!, as you can see!!!
