Samsung Note 20 Ultra 5G

[Saj112]

I have had this phone for just under 4 months now purchased from EE on a very expensive price plan. Phone is used by my wife. Suddenly two weeks ago the screen has gone black and does not turn on despite the phone still being on as I can hear the notifications. My wife is clinically extremely vulnerable and is shielding.  She no has no means of contact with anyone, nor can I ring her while I'm at work for 8 hours aday  i am a key worker and, and she is all alone at home. Samsung knows this, I have spoken to technical, customer options and executive office. Getting Samsung to arrange a repair has been  shambolic, its taken two weeks justnto get the device to their service centre and its still not been inspected. Bare in mind time is one thing i don't have as my wife is a very ill women. Its got to the point im so worried when at work that I've actually because unwell myself, they just do  jot care about the toll this has had on me and my wife.. Samsung do not care they have could easily replaced the device as would be the easiest option considering the situation of my wife and the cataloged of errors they have made just getting the device in for repair, not to mention the original problem with the screen is not something I should be having to deal with on a £1200 device thats not even four months old.

This company has shown no compassion, understanding or concern for me and my wife's wellbeing, and are quite happily let us carry on without a phone for almost two weeks now with no actual time scale for repair to take place and device to be returned. This is a company that clearly doesn't give a toss about people and their health during the pandemic, despite them bragging about this at every opportunity. My advice to all my Samsung community friends is don't give this heartless cruel company your hard earned money, their products are overpriced and of a poor quality, and there is no genuine element of customer service once they have your money. Join me on twitter #boycottsamsung . My wife still has no phone as I'm typing this post.

[BandOfBrothers]

What an awful situation to be in especially in these unprecedented time's when it's important to be connected @Saj112 

I'm not sure that a Samsung Experience Store ( if you have one in your city )  offer loan / courtesy phone's. 

Some Network shops do if they supplied the phone directly to you on a contract. Did you perhaps ask EE Customer services as the seller of the phone they have a duty of care to you primarily before Samsung under the Consumer Rights Act 2015.

Also unfortunately due to the pandemic and depending on what Tier area your in some stores will be closed or only have a Click and Collect type of service in place.

I assume the Samsung Doorstep repair service wasn't an option ? Samsung … Phone & Tablet Repairs We Come To You. 

Sometimes family members , colleagues or friends have back up phone's / phone's no longer used after upgrading that may accept your wife's sim card so that at least she is still contactable.

Or cheap payg phone's from places like Argos or Asda etc. I respect you shouldn't have to go out and buy a cheap interim phone, and I mean no disrespect, but thought it worth mentioning as a viable option.

I wish you all the best with this. 

[Saj112]

Thank you for your kind words
All experience stores are closed
Samsung does not do door step repairs on note 20 series..God only knows why
EE said they will take longer to repair the phone then samsung so I went with samsung and they even worse
I don't have the money to even buy a cheap phone, I'm just about making rent
Have advised if anything happens to my wife they will be liable

[BandOfBrothers]

You're very welcome @Saj112 and I do feel for your situation, I really do.

Have you asked ee if they have courtesy phone's available or a family member etc to borrow a used phone ? 

And yes your quite right at the moment Samsung haven't included the N20 Ultra in their doorstep repair service which is probably due to parts with them being so new.

Apologies i forgot about that, sorry.

[Saj112]

thats ok
EE don't offer ther service of replacement phone.

thats why I will no longer be a samsung or EE customer in the future

#boycottsamsung

[kyle Labo]

My phone happen this moring. When the alarm ring, the screen was totally black but if I swipe mimicking as I was shut off the alarm, it goes off. I've try to call using my others phone, it was ring. This phone I just buy on Jan this year only. Already chat Live with samsung centre, they just ask me go to service center for future diagnosis after the ask me to charge and try to switch on back (by the way the phone is fully charge and already switch on). Too disappointed with Samsung for this as a lot of user already encounter  this problem but still no future action.