I have owned all previous Note series and the quality and durability of them were great. But unfortunately, the durability of Note 20 Ultra 5G is bad. The screen suddenly blacked out and went dead after only 1 year and 8 months of normal usage as I use it primarily for business. Samsung Service Centre confirmed screen is defective and I was charged about $400 plus to replace it. When I shared my feedback on the quality and durability issues with Samsung Singapore, they insisted that it's normal due to electronic components failures during usage which surprises me as this is the high end models and my expectations that it is of higher quality and durability. The unhelpful responses from Samsung CEO office was really a great disappointment and this is probably the last Samsung phone that my family and I will own.
Based on the elaboration you have made, we totally understand your frustration. We would like to take this opportunity to explain that all Samsung smartphones undergo rigorous internal inspection tests and are always being controlled under Samsung's high level of quality standards internally. Hence, we regret to know that you are in this situation.
We hope that you will give us the opportunity to serve you better in the near future.
Yes, it is true that the screen failed just one year plus. How can a premium model screen lasted only a year plus after undergoing rigorous tests? Samsung VOC team promised me an email from their senior management team, but until today, nothing heard from them. Guess my concerns on the quality had been swept under the carpet. No more Samsung phone for me and my family, ever. They do not care about their customer feedback and do nothing to rectify their customers' pains.
Hi Faiz, why not you investigate into my case, and let everyone here know whether the screen failure was due to quality or misuse? How can you understand your customer frustrations? Once the screen failed, you cannot backup or restore your contents and data. Also, the answer that I received from your services team is that the product is only guaranteed for one year, including the screen. Ok, so the quality of the screen can only last a year or so. For all the pains that your customer had to go through, there isn't any goodwill considered. You tell me, is it normal for a premium Samsung model to last less than 2 years?
That's unfortunate you must be hard on phones and very careless 😕 my reasons for saying that is if you're going to shell out over a 1K. for an expensive powerful machine you gotta treat it right like you're driving an expensive foreign luxury car not like you're driving a used economy car! I have had my note20 ultra 5g phone 📱 since it came our and I haven't a scratch on it knock on wood so again you are hard on phones buy you a Tracfone or a old fashioned flip phone
I'm facing the same issue too. However, when I brought my 1 year 7 months Note 20 Ultra over to customer service, the staff brought my phone over to the technician, came out within 20 seconds and ascertained the motherboard was faulty. I was then quoted 600 to get a replacement... The worst thing was, this is the 2nd time happening to me despite the staff told me it was a rare case...
