Strange Display Behaviour - Note 20 Ultra

[DylanJH]

Yesterday my note 20 ultra received an update from my carrier, soon afterwards I noticed a strange rectange on the screen that is only visible on darker backgrounds. I found online that this can be due to the adhesive from the battery coming off? This is the second screen fault that I have had with this phone and I dont quite feel up to waiting another month to have it repaired, is there a refund or replacement process that I can go through? 

Thanks for any help

Dylan

[SamsungJon]

Hi Dylan, sorry to hear that you have experience an issue with your Note20 Ultra. Would you be able to provide a photo so that we can further understand the issue you're having?

If you are after an alternative remedy such as a replacement or refund, you can request for a 'VOC assessment' at the service centre or when mailing your device. When this happens, your device will only be assessed by the service centre and then your case will be escalated to our Head Office. Your case manager will then be in touch to discuss your options.

To book your device in, please see the link here: https://www.samsung.com/au/support/your-service/main

[DylanJH]

Hello Tina, thanks for your fast response.

I've attached an image of the issue while trying to make it as visible as possible but just to note, its much more visible in person.

If I do request a refund how long does the process usually take on average?

Thanks a lot, 

Dylan

[SamsungJon]

Hi Dylan, your device would have to first be assessed by our technicians, and then your VOC case manager would provide you with an outcome. If a refund is offered, it may take up to 21 -30 business days. This can depend on transit and logistics, as it needs to be confirmed back at our warehouse before a refund can be released. 

I would first suggest you send an error report via our Samsung Members app so that our team can check remotely that it is not a software issue. To send an error report, please see the guide here: https://r1.community.samsung.com/t5/tips-tricks/sending-error-reports/td-p/9617204

Let me know if you have any additional questions!

[DylanJH]

Thanks so much, I'm doubtful that it's software but I'll give it a go just in case.