Immediate Attention Required: Touch Screen Failure on S21 Ultra After UI 6.1 Update

[Abanob Farag]

Dear Samsung Support Team,

I am writing to report a critical issue with my Samsung Galaxy S21 Ultra that arose after installing the UI 6.1 update in April last year. Since applying this update, the device’s touch screen has completely stopped functioning. This problem has rendered my phone—a flagship product that I purchased with high expectations—entirely unusable.

This situation is beyond frustrating. It is unacceptable for a device of this caliber and price point to suffer such a catastrophic failure as a direct result of an official software update. Your customers, myself included, should not have to endure such substandard performance from a product that was marketed as a top-tier, reliable device.

This experience has left me feeling as though Samsung is attempting to coerce customers into unnecessary repairs or upgrades, effectively blackmailing them into spending more money to resolve issues caused by your own software. Such practices are deeply disappointing and tarnish your reputation as a global leader in technology.

I demand the following:

Immediate resolution of this issue. Whether through a software patch, technical support, or device replacement, I expect Samsung to take full responsibility for rectifying this defect at no cost to me.
A detailed explanation of why this issue occurred after the update and what measures are being implemented to prevent similar problems in the future.
Compensation or reimbursement for the inconvenience caused by this malfunction, which has disrupted my daily activities and shaken my confidence in your products.
Should I fail to receive a timely and satisfactory resolution, I will have no choice but to escalate this matter further, including filing formal complaints with consumer protection authorities and sharing my experience publicly.

Samsung’s reputation for innovation and quality is at stake, and I trust that you will act swiftly to address this issue in a manner that reflects the high standards your brand claims to uphold.
                                                                               We've had enough.

[smiley]

Very sorry to hear about your issues with your S21 ultra.

Firstly just to mention this is simply a customer forum and not 'official' samsung service. So any response you receive here will be from another customer, like myself.

This is also the UK region and EU. With consumer laws being different in all regions then I would ask whether you are from this region ? and if not then it would be more appropriate to post your experience in your own regional community.

If you want your message to reach the 'official samsung team' then you will need to do so with the relevant customer service contacts... this community forum will not be monitored by customer service.

I fully understand your frustration although on the note of your demands, I do not believe that the demand of compensation for inconvenience, or with a detailed explanation of the problem will be taken seriously.

However you may find some methods on the forums to help resolve the issue if you search for them.

What have you tried to resolve your problems with your phone? For example have you attempted to factory reset your device back to its initial software ? Have you tried safe mode or to clear the cached information ? What were the circumstances in the run up to the failure ? These are all points that are useful in being able to find solutions in forums.

Finally, i would be very surprised if oneUI6.1 was the cause pf your problem. if my memory is correct, this software version was not released in April last year. This was only updated to the latest S24 series in September 2024 and the S21 was after this in the schedule.

So if your problems started earlier than Q4 of 2024, then it is likely a different problem. Furthermore the earlier version 6.0 was towards the end of 2023, so the April timeframe was in-between major software versions.

I hope you find some resolution.

Smiley.

[ramyabidi]

I have the same issue and its now basically a useless btick

I will never buy a samsung phone ever again. I already switched to OnePlus 12 and I'm liking it very much.

[cworld29]

This is a known issue. Some people have luckily been able to roll back to an earlier version of One UI. Try plugging in a USB mouse to access your phone.  Be aware that later firmware versions disable USB devices until after screen unlock. Apparently Samsung crushed the mouse workaround once they became aware of it.

[ramyabidi]

This ia a good readon to never buya samsung phone ever again