topic Re: Software Issue in Mobile Apps & Services

Software Issue

kell85 — Mon, 22 Feb 2021 13:00:39 GMT

Sent my samsung S20 Ultra for repair due to faulty software , now received a quote to repair screen and replace battery. Never requested for the screen to be repaired and now being informed that the software issue wont be fixed unless the repair on the screen is carried out . The screen does not affect the phones use its the software .

Anyone else had a issue with trying to get the software sorted under the warranty ?

Re: Software Issue

kingtom — Mon, 22 Feb 2021 13:11:05 GMT

any physical damage void warranty until repaired so if your screen was damaged in any way , it would be chargeable even if the problem you have is software related

Re: Software Issue

JAMES4578 — Mon, 22 Feb 2021 14:23:17 GMT

HI @kell85 The situation is as @kingtom describes, unfortunately screen damage would void warranty. Did you notice anything untoward with the screen?

Re: Software Issue

kell85 — Mon, 22 Feb 2021 14:39:23 GMT

No , the phone has always had a Tempered glass screen protector on and this wasn't damaged.

Re: Software Issue

ChetS — Mon, 22 Feb 2021 17:24:33 GMT

Surely Samsung should update the software under warranty and return the phone no matter what condition the phone is in.

Re: Software Issue

kell85 — Mon, 22 Feb 2021 17:29:43 GMT

This is my argument with them , disgusting customer service phone not even 12 month old

Re: Software Issue

AndrewL — Tue, 23 Feb 2021 15:52:46 GMT

@kell85: Our engineers, as part of the inspection/repair process, must address any issues they identify to ensure that they aren't a contributing factor, and to prevent further issues arising. In this instance, as physical damage has been noted during the inspection, which isn't covered by our warranty, this would need to be repaired, and a charge would be applicable to cover this. I understand your concerns completely, however this is the standard process to bring the device back into warranty.