S23 Ultra Replacement Screen Backorder

[duckmn56]

Hello, 

I am writing because as an engineer working for a major manufacturing company I am beyond shocked by the experience I have had, and before taking my growing dislike for Samsung further I am trying to give you a chance to make things ok. 

I have had a broken screen for over a month now. I have had to contact all of the certified repair shops in my state per recommendation of Samsung Care Plus representatives. All of the repair shops state there is a back order on the screen for the S23 Ultra. Not a single one is willing to call me when parts come in, nor have any idea when they will get parts. On a flagship model that is less than 1 year old. 

So in the Claim system Samsung Care and repair shops cannot order the screen to the claim. Therefore I have made 5 claims that have all been canceled because the shop does not have the parts. Since they cannot order the parts for the claim there is no way for me to secure a screen for the repair. This is very strange in 2023 when the repair shop claims they have screens but not for insurance claims. Can anyone explain how they have parts if you pay full price instead of using insurance? Sounds like a repair shop not wanting to do the work because Samsung Care  Plus does not pay enough for the cost of the repair. Except no one will be honest about this. Nor can anyone give me a timeline for parts to arrive. If someone could even help me secure the repair part I can wait months if I have to. However, based on other online forums I do not feel safe sending my device into Samsung Care Plus for repair. Nor do I find it reasonable that I would have to wait 4 weeks to get it back, if I get it back. 

The best part of all of this though is Samsung Care claims they can fix my phone in 3-4 weeks if I send it in. For one that is an unrealistic timeline for someone to be without their phone. Is Samsung going to refund the cost I am paying for on the phone since I cannot use it? 

Can anyone tell me what is going on with Samsung here? This will likely be my last Samsung purchase due to this experience. 

[user6673]

I have been waiting over 5 months now for the "back-orders" to get filled.

Any time I file a claim and call the store in question, I get asked if it is a insurance claim or a full payment. Why would that make a difference?!

Upon mentioning it is a insurance claim the store tells me it is on back-order with no time frame on when they will receive replacement screens. Mind you, I have tried at least 6 different stores within a radius of 50 miles and all have the same response.

The Samsung customer service offers a refurbished device replacement with no choice of color. Why would I want a refurbished, random colored device when my current device works except for the screen?

This is ridiculous. I am running out of the insurance period soon and I guess suddenly there will be a lot of screens available.

[TimmiT]

It's March 15th 2023, and the front glass is still on backorder.   Why wont Samsung come clean on why this continues to be a backorder item....?

[Doema]

 

The real question is, why is this phone so fragile that so many people are needing to replace their screens and causing such a shortage of screens? Ive had my S23 Ultra for 2 months and the screen started lifting. The screen cracked and went completley black, making it unusable. I've never had this happen to ANY phone before. You would think, with improved glass, this phone would be more sturdy than previous models. That is far from the case. Samsung seems to have taken a huge nosedive with this model! And, they do not take responsibility for the faulty device if the screen is what was faulty.