I purchased a galaxy s21 ultra from the Netherlands. I reside in Belgium. I dropped my phone from 30 cm high and the screen cracked over the fingerprint sensor. The advertisement says it has gorilla glass, and it shouldn't crack at that height theoretically. I was sad, but at least the fingerprint sensor was working, so it didn't bother me, and I continued using it. 3 months later, the fingerprint sensor stopped working. I purchased a brand new A14 as a temporary phone because it was convenient for me to switch back after returning back to the original phone.
I realized that one side of the crack shown in the photo below, is higher than the other side. you can see from the reflection.
The other side of the crack is leveled, as shown in photo 2 below:
That means during the manufacturing of this phone, there was a stress point at that glass. That means even in the factory it was a ticking bomb. I know the glass's fingerprint placement part is thinner than the rest of the glass, which creates a weak point in the glass. This is the design fault part of the issue and that explains why it cracked over the fingerprint sensor. Today I went to the Samsung store and tried to convince them it was a manufacturing and design fault. They said it is written terms and conditions, if the glass is broken your phone is out of warranty. This means if I need a battery replacement, they will refuse me again. I have searched for a certified expert on the internet and sent the photos above. I am waiting for their response. They might require the phone to do further investigation. After I proved that was a manufacturing fault, I will directly go to the courthouse and open a lawsuit against Samsung. I am pretty sure I will win. They will end up paying court costs + expert costs + lawyer costs + they have to extend my warranty because I am stuck with A14 (which is a cr*ppy phone), and I have proof when I stopped using this phone. My proof is the receipt of A14 + my time (my time = money). Most probably the lawsuit will take years and in the end, they will end up giving me the latest generation brand-new phone.
I gave them two options:
The easy way: fix the fingerprint sensor which costs nothing to a "brand" like Samsung + customer satisfaction.
The hard way: showing up in the courtroom and spending a lot of money for lawyers and time and losing the case, and paying me all the costs. I have time and money, and I am more than motivated. I am cursing to the day I switched from Apple to Samsung. Don't buy any Samsung products! After they got your money they will ignore you. I called the Samsung customer center 2 times today and in both cases when I try to explain that was a manufacturing fault they hangup on my face! Cr*ppy products + cr*ppy aftersales = Bad brand. I am an experienced computer engineer and all the people around me ask me what or which brand to buy, so Samsung didn't lose only one customer, they have lost hundreds of potential customers!
PS: I specifically write "r" in the word "regards" lowercase
01-06-2023 06:34 PM - last edited 01-06-2023 06:35 PM
01-06-2023 07:49 PM in
02-06-2023 10:24 PM in
05-06-2023 09:37 AM - last edited 05-06-2023 09:41 AM
I am not demanding the screen replacement. I am asking them to repair the fingerprint sensor. secondly, European law says, you cannot sell any product that has unrepairable parts, so they are also selling something that is against the law. it doesn't matter it is embedded in the screen and the whole screen needs to be replaced to be able to fix the fingerprint sensor.
The saddest part is, I have discovered that Samsung has a page that says, instead of fixing the screen let's upgrade it. https://www.samsung.com/us/support/cracked-screen-repair/ (pay attention to what the link says and the actual page says) It also smells fishy. Maybe this is their selling strategy, building parts that will certainly fail on purpose, so they can sell more products. That is also bad and it is a vendor-lock-in situation.
Btw, from the replies, I started to think that, almost all of them were undercover Samsung employees.
05-06-2023 10:35 AM - last edited 05-06-2023 10:45 AM
05-06-2023 12:29 PM in
This is just a selling strategy, building cr*ppy products on purpose, that will certainly fail at some point and ripping off your customers by asking for overpriced fixes.
05-06-2023 08:58 PM - last edited 05-06-2023 08:59 PM
Well, they pushed the UI 5.1 update 2 weeks after the warranty for my S21 expired, and that update fried the wifi chips in a bunch of phones. Then, when I contact them about it, they just want me to give them the S21 that I purchased from them and buy a new phone. It's not an "upgrade" if I have to pay to resolve a problem that they caused in the first place. In the US, Apple tried pushing out an update that slowed their older phones to influence people to upgrade to their new ones, and that lawsuit one in court. Just sayin~ I wouldn't put them past them. My faith in Samsung as a reputable company has been shattered.