S20+ Green Line and Negligence (Front Cam) <Malaysia>

[Fyonnnn]

Phone Model : Samsung S20+ (SM-G985FZKDXME)

Location : Malaysia

18/8/22 (Thursday) – Updated the software, and suddenly vertical green line appeared on the screen right after the software update without any physical damage (Phone was used for 2 years and did not drop before).

19/8/22 (Friday) – Went to One Utama Samsung, the worker said it is common issue for Samsung and no solution as of now. Went to One Utama Samsung Service Center (PJ), the staff mentioned even though the phone is out-of-warranty, still manage to repair it free of charge by Samsung for s20 series till Dec’2022 due to software issue caused by Samsung. The staff recommended me to backup and send my phone to them on 22/8/22 (Monday) because he said that nobody is working during weekend to approve. (To note that phone that is out-of-warranty, it requires Samsung to approve before the technician could order the spare parts and repair)

22/8/22 (Monday) – I send my phone to One Utama Samsung Service Center (PJ), the staff ran the test and everything was all good, he just mentioned that my censor got slightly problem but it won’t affect anything. (Please note that before I send my phone to the service center, other than the vertical green line, everything was alright including my front camera).

26/8/22 (Friday) – I was called by Service Center and told me that Samsung rejected my phone due to front camera sometimes malfunction and if it needs to be fix, I have to spend MYR1K+ (including service cost as my phone was out-of-warranty). At this point I was quite disappointed because I am not aware that my phone’s front camera was defect. I went to One Utama Samsung Service Center again to collect my phone as I decided not to fix it as this hardware issue which caused by software doesn't have any guarantee that same issue will not occur again after screen replacement, and for sure next software update won't solve the current vertical green line, and at that time I asked the staff to run the test again for me because phone battery still left with 10+%, I thought of bringing it back home and test again.

When I got back home, I realize my camera app couldn’t switch to front camera (it frozen). I tried to factory reset and it was still the same. I tried to open face recognition, it shows couldn’t detect the camera. When I googled it, it seems like due to software issue as well. I swear before sending to the service center, front camera works really well. At this moment, I suspect the technician has caused the front camera failure, and as a consumer, in my mind I have two assumptions:

i) The technician caused the failure, and sent the error report to Samsung, and Samsung rejected it.

ii) The technician caused the failure, and didn’t send the error report and just told me that Samsung has rejected my request.

27/8/22 (Saturday) – I made a call to One Utama Samsung Service Center and told them about this issue in the morning. And the technician called me back in the afternoon and told me that they these are caused by software issue, they will try to escalate twice to Samsung.

i) First Escalation – For front camera

ii) Second Escalation – After front camera’s has been approved, then escalate the vertical green line issue.

On the same day, I have made a visit to the same service center again and pass them my phone.

30/8/22 (Tuesday) – Around 7pm+, I was informed by the staff that Samsung rejected my request for the first escalation due to motherboard issue. I am speechless, after done blaming for human error -> software issue -> then now motherboard issue.

To be honest, as a 10+ years Samsung user, I am really disappointed. At the same time when deploying new things, appreciate if you guys could cater also older models. S20 series was launched in 2020, it was actually two years back only. And I could see a lot of users were having the same issues from all around the world. I believe Samsung has lowkey to admit their software issue and that’s why giving free of charge of changing the screen till Dec’2022. However, I could see not much lucky cases there to get the “free of charge” service.

Moreover, before sending it to the service center on 22/8/22, my front camera was alright. After that, my phone couldn’t detect my front camera and caused camera failed. (All applications that required the usage of camera, such as Instagram, Snapchat, will be frozen and lag abit if I accidentally switch it to the front camera). I asked the technician what had been done before sending to Samsung, he mentioned that there will be “trial and error” of each parts to investigate which part’s issue. I am sure the front camera has been spoiled while at the deeper testing stage.

Anyways, thanks for reading such a long message. I am posting this to create awareness if anyone else also facing this issue, but not asking for anything else as I am really very disappointed. You guys could also ask me if you have any enquiries. Attached are the proof of the vertical green line on screen and camera failed. 

[Fyonnnn]

Omg same goes to me too hahahah ciaoooo~~~

[Members_PMV55RK]

This is my very first Samsung phone and also will be my last Samsung product.
It is the worst experience that I ever had. After the Aug2022 update on my Samsung note 20 ultra, I got a surprise vertical green line on my display the moment I woke up.

I live chat with a Samsung agent and they guided me to troubleshoot my phone but failed. So, they requested me to walk in to any service centre. I agreed and went to One Utama Samsung service centre on 1/10.

They told me that they will try to escalate my case to the HQ for further approval as they do not have the authority to do so as they mentioned that my phone is already out of warranty. Also, I would need to call the Samsung Care line at the same time to request for the display replacement FOC.

As this issue happened after the auto update and not by any mistake done by me, it is not worth to fork out RM1200 to replace the display in case I want to get it fixed ASAP. They are plenty of others and I'm not the only one who face this same issue.
The next few days I got a call from Samsung Care line and my case was rejected by Melody impolitely.
The reasons she gave were:
1. Device is out of warranty
2. Note 20 is not covered under the FOC replacement plan. Only S20 is eligible for this coverage, and even that it is until end of December.
3. This is a technical issue but did not elaborate further.

I felt disastrous and unlucky to have this kind of issue and service with my very first Samsung mobile. So, I picked up my phone on 8/10 and I noticed today that the phone was not glue together properly after they opened it. (Can be seen from the photo). Not only they did not solve the original issue, now I got back my phone in a worse shape than before. They have rendered my phone useless and worthless now.

I do not know what’s the point I swap from iPhone to Samsung?!

 

 

[Fyonnnn]

I feel you. I do really feel you.
And we went to the same Service Center too (': Before you've handed them your phone, they should have told you that your phone is out-of-scope of the FOC thingy zz.
When the last round i went to collect my phone, the staff even apologize impolitely like just for the sake of halau-ing me out from the center zz. Feel like our phones are just white mice for them to test around. And not sure our phones' parts have been switched or not lol since we can't differentiate also.
Did you inform them about the new issue?

[LoongXD]

What region is it... I have a Malaysian S20+
And auto updated recently no problem
Dunno if next update will affect it...