S22 Ultra - Black Screen - Avoid the device if you can!

[Jayzzz]

Purchased a Samsung S22 Ultra (12gb / 1Tb Black) in Feb (actually the same day Samsung announced the device) - didn't arrive till a month later...started off bad enough but things got worse

The device started to "black screen" - tried online chat:

- was told to soft reset

- then followed by a factory reset (lost my work and personal information) not to mention the endless things to set up all my accounts and apps again

The issue persisted - spent 45 mins on a call today with Samsung Customer Support only to be told:

a) the device is faulty (...wow!)

b) i need to return the device and ONLY THEN will i receive a replacement

c) NO guarantee when exactly I'll receive the new device - anything up to 2 weeks!

I suggested that they send me the new device and i can transfer everything across to that device from the faulty one - this saves me trouble and also ensures I have a phone during the period I am waiting for the replacement.  Got told that this 'requires approval' and everything has gone silent....

So, this explains why Samsung Customer Service will never hit the same levels as Apple. Granted the devices are excellent (when they actually work!!!) but its not all about the device - it needs strong support - especially for a £1200 device. Will reconsider purchasing a Samsung in future.

At the time of writing -  still have not been contacted to inform me of when i will receive my new device.

[Mobz]

What's with the title? You've obviously got a faulty device. Why avoid the device? Mine is working great at the moment and i would definitely recommend it.

[Jayzzz]

You're lucky you got a device that works. Hopefully you don't get to experience the atrocious Samsung customer service.

My device is faulty (...which is what I stated above...)...

How Samsung have dealt with the issue is not what you expect when you invest into their top of the line device. 

[Cavidan]

Maybe you were on an online call and that was why it kept blinking (as you hopefully know that when you put the phone right up to your ear, it turns the screen off, and when it's dark it detects the darkness as your ear.) I'm just predicting

[Jayzzz]

Device black screens on multiple apps - and becomes unresponsive - it appears from the forums that this seems to be a common issue with S22 devices

[BandOfBrothers]

I've been using my Samsung Galaxy s²² Ultra 256Gb from the 21st of February 2022 and mine has been fine.

There will be units that are faulty but are usually a small % of the phone's sold.

Yes even Apple has faulty units.

I wouldn't advise to avoid.

I would advise to replace if all the troubleshooting steps have been fruitless.

If I remember correctly Apple would send a new iPhone to replace a faulty one , but would also put a hold on the person's debit or credit card until they received the faulty one back.

[Jayzzz]

Apple's policy means you're not without a phone ...Samsung expect the opposite.

So far they Samsung have not responded to my query despite telling me they'd contact me within an hour of my call...its now over 6hrs... 

They're at least consistent in providing atrocious "customer service". 

[Deemic]

As frustrating and angering that a faulty $1200 phone can be, and we all know that these mini-computer/life organizers are essential in todays world, I believe that the failure rate is extremely low on these devices. Considering that they literally sell millions of these, I would suspect a failure rate of much  less than 0.01%. That isn’t comforting to those of us who end up with a bad one, but it also isn’t a true statement that you should avoid this device because several customers had the same failure. Like I said, when you’re talking about millions of these devices, the failure rate is extremely low and needs to be put in context. For every one person complaining on this board, there are thousands that are very satisfied with what they purchased and are having no issues. It’s the same thing when looking at verifiable Amazon reviews. Samsung didn’t get to this point by making inferior products. The S22 is a solid device, and there’s no reason for anyone to avoid it. 

[Jayzzz]

Does that reflect the poor customer service?

[Jayzzz]

Before singing praises of devices you should read my posts. Unless you're on a sales commission from Samsung

...the fact that poor devices exist isn't the issue...its how samsung resolves customer complaints that's sub standard. Purchase of a top of the line device should be aligned to a good customer service . In this case and others with faulty s22 devices its not the case....