Hello Samsung Community,
I’m reaching out here to share my experience and hopefully get advice or support from others who may have faced something similar.
I own a Samsung Galaxy S23 Ultra. During february , I had my phone’s display replaced at the authorized Samsung Service Center in Eschborn (Frankfurt). Before this repair, my device worked perfectly apart from the cracked screen — no random restarts, no performance issues — even with the broken screen, I used it for few days without any problem.
However, after the display was replaced, my phone began restarting randomly — first once or twice a day, then up to 8–10 times daily. I contacted the store again about the issue they told it motherboard issue and not an issue related to repair. Then, a few days after installing the latest software update (not immediately after, but a few days later), my phone suddenly switched off on its own and has been stuck in a bootloop ever since. It no longer starts up at all and is completely unusable.
I immediately returned to the same authorized Samsung Service Center in Eschborn for help with both the random restart issue and now the bootloop. Unfortunately, they told me there’s nothing they can do and that the fault is not related to the previous repair. I find this extremely unfair because all these problems clearly started only after the display replacement.
It’s very disappointing that I’m now expected to pay for an issue that only appeared due to an authorized repair. I have used Samsung services in other countries before and always had a professional and fair experience, so this situation in Germany has left me very frustrated. I tried twice to mailing to voc@samsung.de but no help from that channel as well. The frustrating that a less than 2 year old flagship device had these issues that too after official repairs.
I’m sharing my story here to see if anyone in the community has faced a similar situation and how it was resolved. And asking for advice on how to escalate this issue within Samsung EU. Get suggestions for next steps to get a fair resolution — ideally a warranty repair or another fair solution, since the fault clearly started after the service intervention.
Any help or advice would be greatly appreciated.
Thank you for taking the time to read this long post.
Galaxy S23 Ultra
