I have a Samsung S23 Ultra, which was updated on May 27, 2024, causing the touchscreen to stop functioning. Samsung blames Google Discover for the touchscreen issues in One UI 6.1. Many Galaxy S23 users faced similar problems after updating their phones to One UI 6.1, and Samsung attributes these issues to the Google Discover feed. I attempted all necessary resetting steps, but nothing worked.
The next day, I went to my local mobile phone store and waited 30 minutes for the Area Manager to open the store. The manager checked my phone, repeated the resetting steps, removed Google from my phone, and finally wiped it to factory settings, but nothing resolved the issue. We filled out a form confirming the phone had no scratches and was in good condition, with the issue being software-related. The manager confirmed that the phone was within the manufacturer's warranty and would be sent to the repair team. I was told my phone would be repaired and returned to me within 3-5 working days.
However, I have not received any updates on the status of my phone for several days. On the fifth working day, I started a web chat, but they were unable to help me. They offered a £20 compensation and provided a complaints number. When I called O2 directly, I spent 3 hours being transferred between different team members. Eventually, I was told that they had just received my phone and that it would be repaired and sent back in 1-2 working days. Later, the third-party repair team informed me that it would take 3-5 working days for their engineer to repair the phone.
After being transferred back to the O2 team and going through the same process for another hour, I received a repair quote for £272.41 due to a cracked bottom screen. This damage must have occurred in transit, as the Area Manager confirmed there were no issues with the handset other than the software problem.
The Call Centre Manager said they would send the damaged phone back to me, even though it is not working correctly and could be further damaged upon return. I insisted that they replace the phone under warranty since it was damaged while in their care. Now, I have been directed to raise a complaint with the complaints review service at complaintreviewservice@o2.com, which will involve an investigation by the finance and complaints teams.
Please tell me why I have to do the chasing, waste my time, pay for something when I am not at fault. By the worst service. Take ownership and repair the phone as promised.
