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Requesting Assistance with Replacing Defective Galaxy S24 Ultra in Ireland

(Topic created on: 04-02-2024 09:10 AM)
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Aluis92
Journeyman
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Hello,

I recently purchased a Galaxy S24 Ultra, and I’ve encountered a significant issue with the device. A portion of the screen is not registering the S Pen’s pressure sensitivity correctly. Also, I am having issues with the touch while scrolling fast and typing. This defect affects the phone’s core functionalities and user experience. 

I’ve already been in contact with Samsung UK support and was advised to seek a replacement. However, the retail team redirected me to Exertis in Ireland for this process. Unfortunately, I have not been able to reach Exertis despite multiple attempts.

I first reported this issue last week through Samsung support chat. I am concerned about the approaching end of the 14-day replacement period. The order was placed on the Samsung Irish website during the product announcement. I am now seeking guidance on how to proceed with the replacement within the stipulated timeframe in Ireland.

Any advice or assistance from the community or Samsung representatives would be greatly appreciated.

Link for similar issue:

https://eu.community.samsung.com/t5/galaxy-s24-series/scrolling-moving-the-wrong-way/m-p/9086530#M62...

Thank you.

14 REPLIES 14
mmotti
Pioneer
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I don't want to be the bearer of bad news, but I waited just under a week for a replacement device exchange to arrive, and it has exactly the same issue.
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Aluis92
Journeyman
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Was the SPen issue still there? I tested the SPen in a S24 Ultra device in-store yesterday and it was working perfectly.

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mmotti
Pioneer
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Sorry I probably should have been more clear in my response. I haven't used the s pen a great deal to know how to test what you're describing but specifically relating to scrolling / typing inputs have been identical in this device and the one I had prior to replacement.

Something really weird is going on with these phones.
Aluis92
Journeyman
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I see, there are some issues that seem software related with the touch, but my problem is on part of the screen (top-right corner). That  does not happened in the device in-store. I bought the S24 ultra mostly because of the SPen so it wont do having it like this for me 😕

BandOfBrothers
Samsung Members Star ★★
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Prompted by your experiencing this issues I've had a look on my Samsung Galaxy s²⁴ Ultra. 

Scrolling isn't janky apart from on the X App. 

The sPen appears to write everywhere OK when making a screen note and when I extensively annotate a screenshot. 

I hope you guys reach a resolution to these issues your having. 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

Glenntech
Samsung Members Star ★
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Do you have a case on the phone with a magsafe ring on it.
If so it seems that it affects screen responses.
I would recommend not using a case with magsafe but a normal case
Think case manufacturers will need to redesign the magsafe portion
Don't think it's all of them, but I'm seeing people having issues
Aluis92
Journeyman
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I dont have a screen protector and I tried remove my silicon case as well. That does not seem related to external factors unfortunately.

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Aluis92
Journeyman
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Writing works fine for anything that is not pressure-sensitive related. I lose 1/4 of the screen when I use anything relying on pressure sensitivity as it wont register correctly for the top-right section of the screen, the whole section where the camera module sits and a bit more. So if I write a line it starts getting faded when I past that portion of the screen, sometimes it does not even write anything there. One way to test it is using the Samsung penup app or any app with a pressure sensitivity  features (infinity painter / clip studio for samsung / autodesk sketchbook). The S24 Ultra show phone in store works fine with the same settings though, tested using penup as well.

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Glenntech
Samsung Members Star ★
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Have you gone into the support section and diagnostics
You can test the touch screen and there are a couple of tests with the s pen
If these tests are working correctly, then it's likely you have an app or theme causing the problem.
If the issue is still apparent, then the phone will need assessing.

Have you tried wiping the Partition Cashe on the phone. In case something corrupted when you setup the phone.