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Customer service issues (relating to S22 Ultra issues)...

(Topic created on: 18-03-2022 10:31 AM)
1187 Views
Moo76
Apprentice
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Has anyone got any advice they can offer me - ever since I recieved my S22 Ultra there has been some pretty significant screen flickering going on; I knew this was an issue Samsung were working on so I patiently awaited an update.

Add to the flickering screen, I haven't been able to use a wired source for audio connectivity at all (I've tried different USBC adapters... still nada).

Anyway, last week, having tried everything I could through trawling the Internet to remedy the issues, I finally reached to customer services via chat. I was told that, due to the multiple issues, I could replace my handset with a new one - please hold whilst I was transferred to the right department. I then recieved a prompt that I was 30,196 in the queue and the estimated waiting time was nearly 18 hours. I called back the next day.

When I called back I was given some things to try, including another update, which, if anything, made things worse. I was told to give it a few days and call back if it didn't improve. It didn't.

I called back, again, and was asked when I purchased the phone. I told them I preordered it on the 11th February and recieved it on the... before I could finish I was told that I only had 28 days from purchase in which to change my mind or return an item, and it had been 34 days since I preordered it, sorry. Sorry, WTF!!!

I called back again and was on the phone for over an hour and a half. This time I was told that I could send it back and, once recieved in an acceptable condition, I would have a replacement handset sent out within another 7-10days!!! The only way of avoiding being without a phone for this time was to purchase another one and send it back for a refund within the 28 days. Not a bloody chance!

I then requested to speak to a manager, but after another 10-15 minutes on hold I gave up, defeated.

Is this really the level of customer support Samsung offer? My last 5 phones, bar one, 3 TVs, and a watch have all been Samsung - I'm strongly feeing that I'm supporting the wrong brand.

 

Sorry for the long rant.

12 REPLIES 12
Rajsahab
Helping Hand
Options
No I didn't do factory reset, what i did actually i tried to do reboot by pressing volume down and the power button together. Normally solves minor issues if you reboot this way. Instead of factory reset.
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Deemic
Journeyman
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I’d be frustrated too. But since the hard reset didn’t work, I think you need to do the factory reset and see where things are at. Phones aren’t user serviceable so I don’t think there are any quick fixes if these options don’t work. I assume this is happening whether it’s receiving external power (plugged in) or not receiving any external power?

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Estubbs
Journeyman
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I did ALLL of that including the factory reset. With my BRAND NEW S22 + phone. 

Customer service was helpful though, and I just got my replacement phone today. But...it has the same problem. I actually want to cry. The camera was the ENTIRE reason I bought this phone. I hate how heavy and big it is, but I thought it would be worth it for the phone. 

I'm going to call them tomorrow and see what they will do. I'm about to just go back to my S10.

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