S25 screen bug

[pordipatrik]

Yesterday my new 25 started to act on its own, blue rectangles are going all over the place and I basically cannot use the phone. I tried to reach out to the Samsung chat, they were not helping much. I was told to visit a support center, went there and I was told to pay them to replace my screen. I am a bit confused what to do, I just got this phone last week.

Screen_Recording_20250226_135026_One UI Home.mp4

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[BandOfBrothers]

Hi @pordipatrik 

Check any relevant cooling off period.

For example in the UK its 14 days. 

Did Samsung directly supply the phone ? If not you'll need to speak to the original merchant. 

As they are saying a fee maybe involved is the phone aesthetically damaged in anyway. 

[Tourbillon De La Vie]

Phone should be under warranty, why are you being asked to pay for it. Is it somehow damaged?

[pordipatrik]

Hi @BandOfBrothers !

I bought it straight from Samsung. The phone is not damaged at all, I think it is either a hardware or a software bug. In the support center they were not able to do anything, neither tested it or tried to debug.

Thanks for your answer anyways!

[pordipatrik]

No it is not damaged, and it is indeed under warranty. The place is just shady, although it was recommended by Samsung.

[smiley]

If you didn't before, you need to book it in for an appointment to the service centre. You can do this from the members app and request a service. Just walking in will not be treated in the same way.

[pordipatrik]

Not sure why the video is not loading, but here is a screenshot.

[BandOfBrothers]

Ok @pordipatrik so contact the Online Shop Team and arrange a return. 

Samsung Online Shop Team.
https://www.samsung.com/uk/shop-faq/

e : support@samsunguk.zendesk.com

Edit. 

Im a bit confused.

You replied with " The place is just shady, although it was recommended by Samsung. "

Ah you mean the Service Centre you visited. My bad.

But have said to me in your reply " I bought it straight from Samsung. "

[BandOfBrothers]

Can you clarify further please @pordipatrik 

" The place is just shady, although it was recommended by Samsung. "

[BandOfBrothers]

https://www.samsung.com/uk/support/repair/ 

@pordipatrik