17-09-2021 05:08 PM
I have had the worse experience with Samsung customer services. My S20 5G has over heated while on charge for just under an hour i have come to take my phone off charge and the screen has cracked with a bullet style hole and the screen is bleeding. Samsung have refused to admit that their device is faulty and will not repair this under warranty because their is a crack!!!! Absolutely disgraceful that the "specialist advisor" told me it was my fault for not standing by my charging device and watching it for any over heating message what a joke. Been a loyal Samsung user for over 10years and now this.
17-09-2021 05:39 PM
17-09-2021 05:47 PM
Hey @scalesi40 ,
I know how frustrating this is. I would suggest discussing this with our engineers during an inspection. To arrange this please do reach our Support Team by following this link.
17-09-2021 06:45 PM - last edited 17-09-2021 06:45 PM
17-09-2021 09:51 PM
17-09-2021 10:14 PM
18-09-2021 01:26 PM
10-02-2022 11:03 AM
I have just had a similar problem with my S20+ 5G. It was resting on a wireless charging pad, which was connected to the supplied charger and afterwards the back glass cover was cracked.
The phone has never been dropped, shocked or damaged, and has been inside a protective cover since day 1. If you google for photos of a disassembled phone and compare it to the damage it lines up pretty well with the location of the battery. The back is also smooth with no cracks making it to the outer surface, and I would have thought that any external force would have created damage on the outside of the phone.
I'm in the Netherlands, so my phone is currently with Dynafix and their entire diagnosis is 'we see a crack, so it's obviously accidental' whilst paying no attention to the description of the issue that I gave. My only means to communicate with them is a link to a minimal page with 3 buttons - pay for the repair, pay to have the phone returned, or let us dispose of it for free, so I'm not even given an opportunity to question anything.
Where do I stand? I'm concerned that even if I did give in and pay for the repair then there's likely an underlying problem which may reoccur and could even do the same damage a second time.