Moisture detection

[Leedh1985]

I know this has probably been asked before but thought it's worth a shot still.

Me and my wife got an S25 plus each the day they came out via the Samsung website. 

Since day one my wife had had the kositire detection notification and unable to use a cable to charge. We had to but a wireless charger. 

I called Samsung and we discussed the possibility of them sending me a new phone, transferring the data and then sending the faulty phone back. This was agreed to but after 3 weeks I had no new phone. 

I called back and was told that's not the procedure and now I'm past the 14 days so the only option is repair. Unfortunately this means my wife being without her phone for up to 10 days and as she uses it for work it's unfortunately a no go. 

I complained as I was 100% told that a new one can be sent out first. 

Since then I've had numerous emails, calls and no resolution accept a repair. 

I've even been told that a Manager (who never exist when I call) has listened to the recording of my call and I was never told about a new phone being sent. This is a lie as I remember the call perfectly. 

I've requested the call myself and after a month have finally had it emailed to me, coincidentally only half the call came through with the 2nd half where we dicuss the new phone mysteriously missing! Still asking for his, it's been 3 months since my first call!!

Sorry, long story! But would anyone know how to just turn the notification of moisture off? Happy to use the wireless charger, just the constant notification is very annoying. 

Thanks.... If you've read this far! 😂

[Tech_Master]

I am sorry to be the bearer of bad news, but as it stands right now, you have no option but to accept repair,

As a matter of policy, Samsung never ever do advance replacements no matter what, even if someone in support told you that and even if they find the recording, it will not happen because their process doesn't allow it,

The eShop will also not replace a unit after the return window has passed. 

The moisture detection is a known issue with Samsung phones since a long time, I had it two years ago with an S23 Ultra which was also ordered on release, I reported it immediately after receiving the unit and got it replaced, which I also had to send back first. 

Your fault is that you waited until the return window has closed without arriving at a solution, and this notification can't be turned off.

Your only chance is to convince the repair center to issue a replacement instead of repair, your chances are slim because they will want to attempt repair first, again as a matter of policy.

Lesson learned for next time, you need to make sure that you are 100% satisfied with your unit within 14 days of getting it, otherwise, repair will be your only option,  sorry but this is how Samsung always worked 😞

[Leedh1985]

Thank you, appreciate that. But as I was told I would get a new one first within 2 weeks, I had no reason to think anything else. When I called to chase it up I was then told the window has passed.

The service has been beyond shocking.

[Tech_Master]

Shocking based on your level of expectations, I understand that, but in my experience, this is typical Samsung processes, nothing strange at all, it sucks but typical of them.

One thing you could try, since you reported the fault during the 14 days, you can insist that they replace the unit based on that you reported within the return window, you will still need to send it back first, but at least you get a replacement.

The hurdle you will stumble upon,  is the shop employee will probably not be able to create a replace order in the system after the return window, but legally speaking, you reported a defect on arrival, they haven't created a replace order at the time, so it's their problem to fix, a lot of hassle and maybe it works maybe not.

I think it will be faster and easier to repair it, since it's pretty quick for the service center to replace the daughter board that contains the USB port, small job and less headache for you, if you are otherwise satisfied with the rest of the phone's functions.

[Leedh1985]

As a update, after trying to obtain my recorded call when I was told they will send out a new phone first.

Shockingly, I've been informed that my call was one of the 4% that gets missed.

However, I was also told that the manager had listened to my call 😂😂

Would anyone know a way of actually complaining to Samsung? Seems impossible.