I have been using my S21+ for less then a week after receiving it back from Samsung technicians who found "nothing wrong with the phone". This phone isn't practical or usable and I can't even make basic calls without it boot looping or crashing and restarting!! I've done Norton security checks, factory reset, re-downloaded apps manually and kept my apps to a minimum (google, basic social media, banking, emails), updates and NOTHING works!! The device still constantly restarts/crashes, sometimes even lights up with a huge glitch across the screen before doing so. This has been happening since 2 weeks after I initially bought the device and Ive had it less then 12 months. I don't know what else to do! The phone is literally unusable. It isn't working properly and so called samsung "technicians" just run basic diagnostic tests I can do myself in the members app, despite being told it was escalated! I couldn't even unlock my phone the other day due to it crashing every time I starting typing my passcode. I have now received auto error reports through the members app which is proof that something is not okay with this device! I am sick of Samsung's poor customer care, it's appalling and quite frankly pathetic and i am regretting my choice not to go with another brand of device epically. This issue needs to be resolved asap and at this point I would rather a whole new device!!
Has anyone else had these issues, whether it be with dealings with Samsung customer care (what a joke) or with their phone doing the same thing? Any advice would be appreciated as I am just over it!
If your nearest samsung store isn't too far from you, you should take it in again honestly! Especially if you've got that evidence because they are supposed to send it away straight to VOC/head office and the girl that helped me said that she will be requesting that I am offered a refund (At least this is what I've been told at a Samsung in Brisbane QLD) Just make sure you have proof of purchase like either your plan recipets from provider/samsung receipts because otherwise they will refuse to send it away :)
Unfortunately my near centre is 5 hrs away 🙄 iv requested a refund in my last email. They've already got my proof of purchase. Just wating for a response to the email.
I've had the exact same issue, multiple random restarts up to 15 times a day, I've sent my S21+5G to the iCure repair centre in Granville (why does Samsung use dinky 3rd party repairers, they're a multi-billion dollar global corporation!) and the iCure centre found no fault and returned the device. iCure is a third party Samsung approved repairer, see a pattern here, I bet they bill Samsung for every return, nice little money maker, fail to fix the issue and keep charging for the tech's time no doubt! The issue has become worse, I can barely use my phone. The VOC team have been no help at all, and the Samsung Members app is useless, they just tell you to send the logs and they'll investigate, you'll get fobbed off time and time again with the same spiel. I've been told to send it back to the Service Centre (which means I am without a device for up to a week or two). Samsung Members tell me the error logs indicate hardware issues with AP and DRAM, yet the service centre run a few tests and say all is fine. Completely unacceptable and I'm appalled Samsung can treat customers this way. I suggest you think about going to Fair Trading and also look at your ACL rights.
Not to mention, the VOC team told me if I wasn't keen on the iCure repairers I could take the device in to Samsung Sydney City so I went into the City and the rude guy (looked like a bouncer) at the door asked me if I was there to shop/browse? I said no I wanted to send my device off and receive a refund, he told me I wasn't allowed into the store without an appointment and the next appointment isn't until the 12th, just under a week away! So they let you in to the store if you're there to spend money but won't let you in for a return! Not only that, he told me Sydney City just send the device off to iCure anyway (so the VOC team lied to me). Disgusting customer service and will be forming part of my complaint to the ACCC.
Awesome you all just saved me a massive amount of time. I got same issue. And send off 2x for repair exactly like last member said. I just going straight to acc.
The last email I got said
"I do apologise for the lengthy time and the inconvenience that this has caused you. Please understand there is nothing we love more than providing you with a solution. However, there are policies and procedures that we at Samsung have to follow. I acknowledge your request for an alternative remedy with your device, but the decision are made on the bases of the finding of the service centre. I know that this is not the outcome that you were hoping for and I do truly apologies for that."
So I called them and asked what they actually meant as I did what was asked and ran reports and send videos only to be told that my case has been closed and finalised.
I am a step away from taking the phone to the tech place and forcing them to watch the issue happen everything I use the phone. I sorry but running a timer and sitting the phone on a bench with no sim and no internet or anything actually running or working will not make the issue happen.
Surely when same issue is happening on many different customers phone clearly there is a problem. We didn't just all decide to make up a fault and all pretend we have a **bleep** phone just for fun of it. It's clearly a major problem.
I now on mission to deman I get this sorted. 1st thing in morning I getting Fair trading on phone. If I can get it nit actually work long enough to make the call.
Hi @kiz777, I am sorry to hear you were unable to get this resolved. Could you send through an error report via the Samsung Members app for this to be looked into by our research and development team?
I suggest sending an error report within 2-3 minutes of the issue occurring for this to be investigated. Error reports are sent to our team to identify any deviations in your device performance, once analysed, our team will get back to you with a response to advise further.
To send an error report:
Samsung Members app > Get help > Error reports > select issue category > Describe issue and frequency > Tick ‘Send system log data’ > ‘Send’ in top right.
Hi, I am having the exact same issue with my S21 5G, as Laura2807 described. Have spent hours on Samsung help chat, taken to the Service centre (a 3rd party agent, all we have in Hobart) twice for reset when it locked totally. Same reply, nothing wrong must be 3rd party apps issue. After the last factory reset last week they suggested to log every issue on Members App, which I have done, I'm up to 13 error logs in 7days now, getting the same reply - is being assessed by research & development. I use this phone for my business and rely on it for calls, emails, one drive access, navigation and access to client facilities. Nothing is more frustrating than sitting outside a gate waiting for the phone to cycle through multiple restarts before I can call for access!!!!!
