S24 Ultra Display problem (Compared with another s24 ultra)

[imepicjulius]

Hello!

I've recently bought this phone and the quality of the display is bad. First I thought that all were the same since I've had a conversation with an online agent here and he said that this is how the phone is supposed to be, but when I went to the store and compared to another s24ultra, my phone display was looking different, lack of brightness and worse gradients banding. (I've used the same settings, all of them. Last Android update on both phones).

What should I do ? Can I get a replacement ? I don't want to send the phone in service since I've paid the money for a new phone, not for a refurbished one.  Also I don't want to get my money back since now the black friday has passed and my options are not the same. I've also lost my vouchers and wasted my time to set up this phone. I just want to have this phone new and 100% functional so I can end this unlucky story.

Thank you!

[imepicjulius]

Hi! Thank you for the response.

I took the phone from a courier box last monday, so I am still in the 14 days policy window. 

First time I contacted them only about the grain and the banding and they didn't want to offer me a new one. Later I found that the whole 24 series have a sort of grain and banding issue, but the brightness problem is very specific with my unit.

I will call them on monday since the support is closed in weekened. I hope this time they will underetand the problem and that I only want to have a functional phone. And as you said, I paid for a new phone so I deserve one. 

[Reylob]

Hi @imepicjulius 

You mentioned that it is not a settings issue. However, just to be sure.

Do you have Adaptive brightness on? Could you be so kind to check and confirm?.

I do not think that the whole 24 series has a banding and grain issue. There have been some issues, but it will be very hard to say with certainty that the whole series has the problem.

[Reylob]

In that picture your phone's resolution (FHD+) is not the same as phone on the right (QHD+). I know that you have tried, but the screen has endless settings. It might well be that your screen is faulty, but I would still check every setting on the phone.

[imepicjulius]

Hi! Yes, with or without this setting the problem still exists.

[imepicjulius]

Is just that photo, tried that setting too and it done nothing. I guess I will have to go again in the shop to take other pictures because nobody believe this is not a setting issue.

[Reylob]

I think that everyone believes that your issue might not be related to some settings. It could well be a faulty screen. However, we all are very aware that settings to modify the display are vast and very often a bit hidden.

We are just users like you and we try to troubleshoot the issues, but we do believe that your are experiencing what you say.

When the phone was released, there was a huge consternation about the natural/vivid  mode. It was a problem for some, but it was a blessing for others. Settings were then added to modify how vivid the screen could be, but they were not very obvious and some settings could grey out the vividness settings.

In others words, the complexity of the settings have increased considerably and can be tricky to get them right even for the most experienced users.

[Reylob]

Thank you for confirming.

I think the best course of action is to contact Samsung support on Monday as you plan to do. They might send you a replacement or change the screen.

Good luck. It might not be what you want, but you could always return the phone and order it later.

[imepicjulius]

Hope I will get the replacement. I dont want to change the screen because this will decrease the product value if I try to sell it later. Moreover this will take long and If I will not be satisfied with the result I will not be able to get a refund after. 

I dont want to order it again because the price is higher now. My friend just ordered his at the same price and his has no problem. Is not fair for me to pay higher for the same product I should have recieved. 

[imepicjulius]

Update: The service said that my phone is good and I cannot do anything about it. The guys saw the difference but said that they cannot help me since the test result was good.