S20 Ultra camera glass cracking

[Col69]

Hi everyone,

Interested to know if anyone has had an S20 Ultra and then found the camera screen at the back either cracked or with a 'bullet hole' just appear despite having not dropped the phone or hit anything?

I have had this and obviously been on lockdown so not subjected the phone to anything like normal day to day rigours. Samsung denied any issues but a quick Google search showed up what I think is clearly an issue !  As I expected (but hoped I would be wrong) Samsung were not interested in listening or checking reports, I was just told it was not covered by warranty and therefore I'd need to pay to sort it out myself. I'd had the phone 5 weeks and spent £1200 on it ! My S8+ has been dropped and thrown about outside when fallen from pocket, not a single issue with it and using it now while S20 Ultra sitting here waiting for me to get it sorted. I have phone insurance so not bothered by that but I am bothered by Samsungs attitude and also worried about it happening again once I get it back ! Samsung will not get my business again, may sell it and get a Oneplus 8 pro 👍

[keithpalmer]

Had the same attitude from them when a previous screen cracked for little or no reason.
Could be the last Samsung phone I have from them.
Not that they would be bothered I'm sure.

[Col69]

That's the problem Keith, Samsung and their support teams don't care at all about customers. The support team just told me they'd never heard of any issues and wouldn't look on Google where all the evidence is there including a few media reports on it to, Forbes asked Samsung what they were going to do but hadn't heard back. Happy to take money off us (£1200 !!!) but once bought they're done with you !  

[Anonymous User]

Guys i have to intrude in the conversation.

At the current point the issue which started this kind of posts was about holes in the camera glass not hairline cracks which are a different problem...

[Col69]

An update on my phone !! The insurance company fixed my phone and unlike Samsung, who told me I would have to have the actual camera repaired despite it only being the glass that was cracked, the insurance company just changed the glass !! So Samsung wanted me to pay £215 for the Camera itself (despite not seeing the damage) and £58 for the glass.  I'm very lucky I have mobile phone insurance through my bank account 👍

[Col69]

Archer, the issue I started was about issues with the camera glass, regardless of what. Clearly an issue 👍

[Anonymous User]

They probably wanted to change the camera module also because if the glass explodes damage may have been done to the sensor and it could show up in the future

[Jaylamps1999]

As said , there are reports all over the internet , all over forums in the US ... I find it hard to understand or believe that all these people suddenly become careless with their handsets and all broke at exactly the same place as each other.... Especially unusual if they say it's made of special toughened glass... I found the denial from customer services insulting and as soon as mine is repaired it will go. I have 4 Samsung handsets in my household and they will not be renewed with Samsung either.

[Anonymous User]

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@Col69 wrote:

Archer, the issue I started was about issues with the camera glass, regardless of what. Clearly an issue 👍

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I understand. I am a user like you all and from my knowledge a hairline crack 99 per cent of time indicates a drop, whereas the problem of the glass cracking was originated by some photos of users saying that a hole appeared in the glass.

I am sure that further investigation is being done by samsumg engineers and if a problem is foumd it will be disclosed. Unlickily this process cam take a lot of time also for samsung... and till then no warranty active...

[Anonymous User]

Yes but from what i am seeing many people are confusing hairline damage to holes in the glass and are deeming that they are the same problem...

[Col69]

Accidentally clicked accept as a solution !! Not accepted !