New Samsung s20fe screen broken but not dropped-help!

[Luc32]

Hi

I received my new s20fe a couple of weeks ago, purchased from mobile phones direct.

I woke up one morning to discover the lcd screen had completely broken whilst charging overnight. The colours were flickering as if the phone had been jumped on. Strange thing is that the phone has not been dropped or bumped in any way, in fact I treated this phone like a baby since I had it with the added protection of a 360 case. 

The phone itself has no bumps scratches or cracks on the outside of the phone but when holding it up to the lights there is a small internal crack beside the camera. Since receiving my phone I have noticed it has got very hot whilst charging and making calls. I immediately reported the screen fault to samsung and was told to return the phone to the retailer and they should exchange as I was within 30 days.

Mobike phones direct have inspected the phone (so they say) and have said the fault is the customers. I'm absolutely devastated by this as I have not caused this damage. Either its been caused by heat or there was a crack upon delivery of the phone. How  can a phone work perfectly before you sleep and be broken in the morning without even a crack on the outside.

I plan to ask samsung for a second opinion as I have absolutely nothing to hide. I'm just really worried that nobody will take ownership of the fault and I will be left with the bill. I haven't found samsung much help up to now, they don't want to know about it!

Does anyone have any advice please?

[Jack1547]

I'm sorry to hear about this. I can't think of much more you could do besides contacting Samsung. They have live chat or you can phone/video call them but really it's mobile phones direct that should be sorting it for you as that's where you bought it. I hope you get this sorted. It's very unfair

[Aklima]

Hi,
Try and speak to the manger from mobile direct and mention what samsung said to u.

[Luc32]

Thanks for your reply. I am currently disputing the case with mobile phones direct. I asked for a report  following my phone being examined but they were unable to give me one. The person who inspected it provided a comment that states internal crack to screen 'potential customer damage'  They have no proof that I broke this phone yet are blaming me, it's just awful.

Samsung have said they will look at the phone but have already said if there is a crack then the warranty is voided. I really think they are missing the point here but feel I'm fighting a losing battle.

Haven't even paid my first monthly bill yet, absolutely gutted. I am seeking advice from trading standards 

[Luc32]

Hi, 

Thanks for your reply. I have requested to speak to a manager and asked for a call back but instead I keep receiving an email from their customer service department. They are so unhelpful and uninterested. I can't believe this has happened, never experienced a problem like this with any other phone I have had.

[Aklima]

Hi,
Best advice keep on bugging them by calling everyday. Also say u will leave a bad review and u will mention to ur friends and family aswell as social media on what a bad service u received.

[Hobbit1379]

I hope your problem has been sorted. Actually I have the same thing. The screen on my s20 fe has gone a blotchy purple black and white colour but I woke up to this whilst I was charging over night. What did samsung say to you?

[Keg02]

This is really interesting as I also woke yesterday to find a hairline crack right across my screen. I have never had this happen to any of my previous Samsung phones. I am so annoyed this could just happen.