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Original topic:

Tablet Still Has Problems After Being Sent for Repair

(Topic created: 12-02-2022 02:08 PM)
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Noble217
Asteroid
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Hello All,

    I am at a complete loss. A few weeks ago, my Galaxy Tab s8 Ultra began to have charging issues. It started out where the tablet would charge for a bit, then start disconnecting and reconnecting, all while making the little charging sound. After a few days of this, the tablet would no longer do Super Fast Charging 2.0, and would immediately drop to standard charging (which takes way longer). It continued to disconnect and reconnect off and on when left plugged in for awhile. After a few days of that, the tablet would simply refuse to charge for me at all. No matter how many times I plugged it in. So, after a lot of back and forth with Samsung reps over the phone (what a pain) I finally got someone who sent me a repair ticket and I sent it in to Samsung.  *Note- I use this tablet extensively for work/productivity, and it was a huge pain to have to part with it for almost 2 weeks*.

 

    Well, about a week ago I got an email from Samsung's repair center in NJ; they said that no problem was found, something about 3rd party charges, etc, and that it was being sent back. I called the reps back and 2 people said nothing was done, a 3rd claimed the charging port was replaced....... So yeah, no consistency. Further, it is impossible to reach anyone at the NJ repair center directly. 

    Long story short, I have had my tablet back for the last 6 days. The first few days I did not use it much, but when I plugged it in it went to Super Fast Charging 2.0 and seemed to be working. Well, since then, it almost immediately began doing the intermittent on again/off again charging routine. As of today, it is still doing that but has refused to Super Fast Charge anymore. Now, it just charges slowly. Sometimes re-connecting the charging cable doesn't register at all. I've been down this road before; permanently not doing anything at all when it is plugged in is where it is headed.

    *I am using the official OEM Samsung 45w charging brick and cable. I have tried 2 sets of them to ensure it wasn't the problem. I have tried multiple outlets at multiple locations/work/etc. The tablet could not be cleaner and is in almost perfect condition (I'm OCD about my electronics). There is no dust in the charging port, etc. It does this even when I reformat/factory reset it*

    So yeah, I don't know what to do. Samsung reps and repair center say nothing is wrong, but there absolutely is. Their QA team they said tested it obviously didn't leave it charging from a low % for long and watch it. I told a buddy of mine who repairs mobile devices and he said he believes something is wrong with the Power IC chip (or some such) and that is why it jumps down from high wattage, to nothing at all eventually. So, power distribution most likely. Hence the battery checked out in Samsung's tests. But it may be a mobo issue.

    I absolutely cannot afford to continue to send this thing back and wait another 2 weeks over and over again, only to be told nothing is wrong. I paid a hefty price for the 256gb model, and the Ultra one at that, and it is completely unacceptable that this is happening. Samsung is insanely difficult to communicate with, and I'm beginning to feel as if I am out of luck. At this point I just want a new tablet. I have no faith that they will actually test this thing thoroughly enough to catch the intermittent issue.

    Please, if any of you have any advice, I would love to hear it. Thanks.

18 Replies
Noble217
Asteroid
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Well Sir, I would very much appreciate it, and I do appreciate that you will look for me. Thank you for that.

 

 
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ArmenH
Cosmic Ray
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I have the same issue
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Noble217
Asteroid
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The same exact issue with charging?

 

 
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LenaCheney
Nebula
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I'm over Samsung right now too. My tab s8+ was having a green tint issue and they repaired it and initially it was fine and wouldn't you know a few days ago it came back. Now today I was going to order the galaxy watch 5 and trade my 4 in and there was a black spot on the display after the last update. So I now have to mail back both of my devices

 

 
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Noble217
Asteroid
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Yes, I am at a loss myself. I broke down and mailed my tablet back in to be repaired today. Though I have no idea whether they will identify the problem this time, or simply tell me nothing is wrong with it again. Honestly, I have been a loyal Samsung customer for well over a decade. Their products had generally never let me down, and I've used my stuff in the field in all conditions with no issues over the years. But now that I have an issue, and an expectation that Samsung would provide the highest quality support, my faith is well and shattered.

 

 
Revned911
Constellation
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Tablets
Man I'm having the EXACT same issue with mine!
rgeerlings
Constellation
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Tablets
Same exact issue. Sent mine in, returned without repair or explanation. A thousand dollar paper weight thanks to Samsung. Definitely never buying another Samsung product going forward.
bill-e
Epic Samsung Care Ambassador
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If possible, make an appointment with Ubreakfix and be there to explain exactly what's going on. 

 

 
** If my response helps, please click on Like (Heart). If I resolved your issue also please click on Accept as a Solution so that others can benefit.

Bill
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Galaxy Fold 5 512g(VZW), Galaxy Book (original, VZW), Tab S8 Ultra, Tab S4, Galaxy Watch6Classic 47mm(VZW), Galaxy Watch5Pro(VZW), M8 Smart Monitor, NEO 55" QN90D TV
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Solution
Noe217
Constellation
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Saw more comments here and thought I would give an update. I finally got a solution, but it was not easy and took time. I basically had to continue calling tech support, stating the problem was not fixed, and sent it back in twice. The magic number is 3 times. So, for warranty, you basically have to give the repair center 3 tries to fix the issue. If they cannot do so after 3 attempts, then you can request a warranty replacement. In my case, they gave me a refund for the tablet (which I used for another one since I'd never had an issue with a Samsung product before).

It isn't fun, nor is it easy. Dealing with ESL call centers and rude case managers is stressful, but stick with it. Perhaps whatever is causing this mysterious issue can be found when more people send their tablets in for the same (otherwise unheard of) issue. Your tablet will likely be gone 2 to 3 weeks each time you mail it back to the repair center, but there is no other way.

So, call tech support. Explain issue. Tell them you want to send it in to the nearest repair center for a warranty repair (NJ or TX depending). They will likely find nothing. As soon as you get it back, test it. Then, call the reps and rinse wash repeat. They will likely contact you the third time. If not, make sure that you contact samsung when you get the 3rd repair statement back and ask for the warranty replacement. 3 times. Good luck to you all.

And my apologies- I posted comment without logging in to my account so I had to pick a nickname to post. I used Noe217 instead of noble217 as it is, of course, in use.