cancel
Showing results for 
Search instead for 
Did you mean: 

Original topic:

brand new S21 Ultra restarting multiple times

(Topic created on: 03-06-2021 05:41 PM)
thomasfernandez
Beginner Level 3
Options
Galaxy S
Dear all,
I would like to ask the community if anyone else faced the problem of their brand new S21Ultra restarting multiple times due to unknown crashes . It has happened to me everyday since I got a brand new phone of feb1 2021 and after a lot of back and forth online with help and visits to the service centre in sharjah uae I have been told it's a problem with the phone mother board. However instead of replacing the defective phone Samsung gulf ME has decided that they will 'repair' my brand new phone by replacing the mother board. They give me no other option to appeal this so called final decision by customer service management of Samsung. Further more they give me no other authority to whom I can speak to . 

How is it my fault that Samsung sold me a defective phone to begin with and now they are going to tear open every complement in the phone to solder it back to the new mother board and call it a day?

I need options from other members as to how to go about this . My first visit to the service centre was on March 1st as till then I was doing all the steps as mentioned to me by Samsung customer service online help and I have proof of the correspondence. At the service centre I was told if any issues with the phone they will only repair and not replace . 

I believe this is against all known customer protections as I was sold a defective phone in the first place and i have lost time and data in my phone . Any suggestions would be welcome .

Regards 
Thomas Fernandez 
4 Comments
Samsung_specialist
Community Manager
Options
Galaxy S

We appreciate the chance of being able to assist you here in Samsung Gulf technical support.
Please be informed that warranty covers only replacing spare parts or repairing the device as per terms and conditions below: https://www.samsung.com/ae/support/warranty/

0 Likes
thomasfernandez
Beginner Level 3
Options
Galaxy S
4 times restarted now in the past 12 hours on a factory reset phone with no other apps other than standard Samsung apps as shipped with the phone. Please respond as this phone was given to service centre and they said nothing is wrong but phone continues to restart multiple times with absolutely no usage and no other apps installed. It's like fresh out of box with nothing else in it...not even sim card inserted. Only Samsung id logged in without syncing any apps. Latest OS software was updated after factory reset. This phone is unusable like this. Please do not say this is not device problem as its a restart initiated by an errant app...this cannot be as the only apps installed are as it came out of box and all updated to latest verionm. Is Samsung S21 ultra so weak to be unable to handle even its own out of box apps and nothing else installed? my earlier post I said Samsung said they would replace the mother board but even that they won't do now as Samsung says they can't find any issue except for the hard fact that the phone even after being factory reset with nothing else installed has restarted 4 times in the past 12 hours doing nothing but being on idle. I paid 4900 dhs for this device and never have I had such issues with another phone . even my s7 edge and oppo reno2 with 200+ apps on them don't give me such issues.
Farrous
Beginner Level 3
Options
Galaxy S
Hi, I have the same issue on my S21 Ultra, bought in May in France, it crashes regularly, 6 to 8 times a day, restarts frequently, i feel disappointed with my choice, totally helpless, wish I never switches from Apple.
thomasfernandez
Beginner Level 3
Options
Galaxy S
Hi Farrous...I suggest you do this ..everytime you look at your phone ...open Samsung members app and it gives you a message saying exactly when the phone crashed and restarted. Take a snapshot of it....i kept doing this and after 8 visits to the Samsung service centre and leaving my phone with them 3 times in total they finally agreed to replace the mother board . After the motherboard was replaced so far the phone has worked perfectly. However in general Samsung's policy atleast In this part of the world of not replacing the phone is very dubious and disappointing.

Samsung says replacement only in 14 days...however it took them over a month to even admit something was wrong with their phone ..and that too only when I could prove to them that the phone was restarting. Initially they said they will replace mother board...but then later they went back on their word and said a software test shows nothing is wrong with my phone .


But it still kept crashing and restarting for nothing. I had to take a screenshot everytime and raise error reports and send log to Samsung. I lost count of how many times I had to do this.

Like I said even to replace the mother board I had to struggle with Samsung. Thank God I was a telecom software engineer before and I could prove to Samsung that their phone is defective.

The phone as such is very good once it's fixed ...but Samsung aftermarket service needs to improve a lot. At their current level I give them a 1 out of 10 for the struggles I had to go to get my factory defective phone fixed. 2 months I could not use my brand new phone because of these issues ...and I lost data as well .
0 Likes