I had the same thing happen to me. I've come across so many others that have had their camera crack for not apparent reason. I talked to a Samsung rep and told them that users all over the community are saying the same thing. His exact quote in response to that:
" It's normal to any phone manufacturer community pages, most of the people who damage their phones say it just broke on its own to try to get around the warranty but all the devices are tested for quality before it becomes available in the market that's why it isn't covered by the warranty."
So basically saying we are all lying.
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09-15-202001:04 PM (Last edited 09-15-202002:14 PM by SamsungRei) in
09-15-202001:04 PM
Hello,
I own a Samsung Galaxy S20 Ultra and a few weeks after using it, I find a hole/crack on the rear facing camera just from being in my pocket. I put it in my pocket to drive to the store, upon arriving to the store, I pull the phone out and see the crack. I figured there is no way warranty will cover this and just took it as a loss due to what seems to be a spontaneous freak accident.
After doing some research I came across several articles and community member posts that have all mentioned cameras suddenly cracking without dropping the phone or banging it into anything. This tells me that this is clearly a manufacturer defect and Samsung should cover the repair costs.
I spoke with several Samsung Care reps and they all just say the same thing, " the warranty will not cover any physical or any liquid damage." They are not accepting that this is a defect and overlooking all the cases that say otherwise.
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Add me to the list of Galaxy S20 Ultra owners that had their camera crack just from being in my pocket. It's a shame Samsung won't at least acknowledge that its a flaw in the product. It is especially frustrating for me as I am a long time Samsung Insights member who enjoyed every phone model so far. Being that I am using this phone for their Insights study, I am stuck with it for a year and can't replace it or return it.
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Update in case anyone comes across this. I spoke with a customer service supervisor and all they could offer is 30% off on the repair costs. I had to either take it or leave it right then and there on the phone. This brought the repair costs down to about $173. Unfortunately I had no choice but to take the offer. Too bad that the watch last two years and needed such a huge repair. The repair comes with a 90 day warranty so hopefully the battery doesnt start failing on me on the 91st day. This experience and another experience I had with a Galaxy phone has made me go to other companies for my tech products. I was once a huge Samsung supporter, exclusively going to Samsung for my tech. It seems like their products and service have been on the decline.
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I have seen this issue all over this community as well as forums outside of Samsung. My Gear S3 Frontier has been having poor battery performance in recent months. It just so happened to start when the warranty expired back in January 2018. Since then the battery goes dead in about 4 hours. This is with just about everything off except for bluetooth. This has made the watch practically useless.
After trying different methods to troubleshoot, from rebooting, re-pairing to my phone, and hard resets, nothing worked. I then reached out to Samsung Support and shipped my watch for repair. I was initially told that they will contact me with repair costs after a tech looks at it. Today I got a bill of @$248.92 ($64.95 standard fee, $165 LCD repair fee, and $18.97 tax). This is nearly the retail price for a brand new watch. In writing this, Best Buy actually has it on sale for $275.
Has anyone else had to go through this get their watch repaired? I find this cost unfair being that although its barely outside the manufacturer warranty, this is obviously a Samsung defect with several of the Gear S3s. I am now stuck on either paying the costs or just requesting my defected watch back and buying an Apple watch (who by the way is known to fully replace watches at no cost).
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