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3 weeks ago in
Galaxy S21This afternoon, I left my Samsung phone aside while it was playing videos. Shortly afterward, I noticed the sound was still playing, but the screen had gone completely black—and no matter what I tried, it wouldn’t turn back on.
Here are the symptoms:
- The phone vibrates once when plugged into a charger.
- It vibrates once when I hold the volume up/down and power buttons for 15-20 seconds.
- Wireless charging seems to work as the charger light indicates it's charging.
- No physical damage, no water damage, no cracks, and no broken parts.
I took the phone to a Samsung authorized repair center, where I was told that it was a screen malfunction, and the only solution was to replace the entire screenwith $400—almost like replacing the entire phone, just transferring the motherboard to the new unit. After speaking with the technician and doing some research, I was shocked to find that this issue is common and pervasive for many Samsung users around the world.
I then contacted Samsung's online customer service, hoping they would recognize that this was a pervasive design or manufacturing flaw, not a user error. I expected Samsung to take responsibility and offer to cover the repair, but instead, I was met with an incredibly slow response and was essentially told that nothing could be done because the phone is out of warranty.
Does Samsung seriously believe it's acceptable for a premium phone to fail after just a few years? It’s starting to feel like Samsung intentionally designed its phones to force customers to buy new ones every two to three years.
The most ridiculous part? The customer service agent offered me a "discount" as compensation for a new phone. When I asked about getting a discount on the Galaxy Z Fold 6, I was told that because it’s the latest model, no discounts could be applied. Instead, I was encouraged to catch the fall sale and no discount/promo to offer for any phones! How is that supposed to count as "compensation"?
As a loyal Samsung customer who has bought 5 flagship phones, 2 watches, 5 earbuds, 1 tablet, and multiple accessories—not to mention my plan to buy Samsung home appliances when I move into my new home—I am deeply disappointed. In the past, Samsung’s customer service was helpful and genuinely cared about its users to satisfy all their experiences. Unfortunately, that level of support has drastically declined, and I now feel forced to look for alternatives.
I’m hoping this message reaches someone who truly understands customer loyalty and the importance of standing behind your products.
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3 weeks ago in
Galaxy S21- Mark as New
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3 weeks ago in
Galaxy S21Yes or no. I use another phone to make a call and the dead screen one can still pick it.
However, when I try to use fingerprint or face recognition to unlock it, it seems not work.
I'm connecting it with a monitor and keyboard, the screen can work as a "mouse" and seems everything good, except the screen is all black.
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3 weeks ago in
Galaxy S21- Mark as New
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3 weeks ago in
Galaxy S21- Mark as New
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3 weeks ago (Last edited 3 weeks ago ) in
Galaxy S21Cheers
3Fees
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3 weeks ago in
Galaxy S21