I sent my newly-purchased Samsung Galaxy S24 Ultra (1TB) in for service to Samsung's Causeway Bay service centre due to a faulty display on 1 March 2024. My serial no. is R5CX1038XDT.
As you can see from the attached photos, when the display is at minimum brightness in a dark room, the display exhibits two significant problems. First, against a plain gray background, the colours are NOT unitform (with three obvious "bands" of darker colour). Second, the colour display is NOT smooth and uniform. Instead, the display is grainy with uneven colour. I have compared the display with those from other manufacturers in similar settings (iPhone, Xiaomi, Samsung as well even), and this display is NOT functioning properly.
On 2 March 2024, I received a call from Samsung informing me that my phone will not be serviced because (1) the photos I provided were not of a Galaxy S24 Ultra, and (2) in any case, the display is entirely normal because the same issues were observed with another Galaxy S24 Ultra. These grounds to refuse service are infuriating because (1) I stand ready to replicate the issue live before a Samsung staff to prove the issue exists and (2) the fact that another phone was sent in for a similar issue is not proof that the problem does not exist - indeed, it is proof that the issue is more widespread.
The issues that I have - of banding and grainy display - are not novel, and in fact have been widely reported by other users including on Samsung's own forums. The resolution offered to these other users have been a replacement of the phone. Yet Samsung Hong Kong is offering zero resolution and claiming the the issue is 'normal'. This is completely unacceptable - Samsung needs to do better.
