Had my Note 10+ 5G 512g sent to Samsung support twice for camera OIS and phantom touch issues only to find out that they just re-flashed the ROM multiple times. I was hopeful that more could have been done and, giving the benefit of the doubt, the ROM reflashes were the solution but didn't. I've complained on both occasions and also empasized that multiple factory resets only temporarily fixes the issues. And, I've also emphasized that I hate resetting the phone frequently because it meant reconfiguring my business apps which takes time. But, they reply with "just bring it back if it happens again" ! Now, I just live with the issues and reset the phone whenever I've lost my patience.
Lastly, the Samsung branch agent removed the undamaged protective screen when I handed over the phone on my 2nd support ticket. She gave an assurance that it will be replaced --- but, wasn't !!!!
Sorry to hear that the issue persists. I suggest sending an error report via the Samsung Members app 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 > Get help > Error reports > select issue category > describe issue and frequency > Tick ‘send system log data’ > Send in top right.
Phantom touches gone after a couple of firmware updates.
Had my phone's 'board' replaced by the local Samsung support centre about a couple of weeks ago. Today, I've submitted a new recording that shows the video still shaking.
I haven't seen what other mobile phone providers have but am very impressed with the online self-service support and tools that Samsung Support is providing. My family have been loyal Samsung customers for over 15 years now. However, shockingly, I was presented today with information that shows the local support centre and Samsung support didn't coordinate at all to fix my phone! My phone is still with Samsung and am now looking for alternatives to ensure that my personal and business productivity doesn't suffer.
I was told that Samsung VOC is already managing this. However, no trace of significant attention is presented through Track My Service. With what is shown there, your local techs needs a refresher training on how to document complete and accurate facts! I initially coordinated the resolution of my issues with Samsung Members. They were great and humble enough to admit that R&D determined that there was a hardware fault. Unfortunately, your local support centre didn't even bother reaching out to Samsung Members support. The local tech even claimed to have called me! So, please add integrity training!
Hi @Emmanue7, I am sorry to hear you have not received your device back from our service centres. Did you have a reference number I can follow up with?
Thanks @Emmanue7. I can see that our team reached out yesterday to provide you with an update. Please check your email inbox for the latest update on your device.
