So, I recently upgraded my phone from S10 Plus to S21 Ultra 5G. I have been quite happy on the S21 and the pre-order freebies. However, upon using it on water for 5 minutes (yes, 5 minutes only!), the camera app stopped working and I started to notice that the main camera is starting to moisten. I stopped using the camera and the phone is still working except for the power button, camera app, and cameras (front and back) really starts to moist.
As a former S10 Plus user, this has never happened before. So I guess something is really not right on my device knowing that the model is IP68 Rated. I stopped using the phone for a while and dried it out. Felt anxious and really did not enjoy my outing (UGH!).
I called Samsung care and they advise me to contact my network provider first since the unit came from them. And for everyone's reference, if your unit is from a network provider (globe, smart, or sun) before going to Samsung's Customer service you need to request for the warranty certificate from them and prepare 2 valid ID. and here's my timeline:
Feb 27, 2021 | Day of incident. Called the Samsung Care and I booked an appointment to a globe store. Device Status: Phone is still working but not the cameras (moist are still there) and the power button.
Feb 28, 2021 | The day of the appointment. They assisted my concern and said that the unit needs to be checked by Samsung customer Service. Also got the warranty certificate that same day. Device Status: Phone is still working but not the cameras (moist are still there) and the power button.
March 1, 2021 | I got to the Samsung Customer Service at 9:15 AM, they assisted me on the queuing machine for the ticket. They are friendly and assisted me on my concerns patiently. They checked the device and said that even if the model is rated as IP68 there are still chances that the it will not be approved for warranty coverage. If it will not be covered by the warranty, I will shoulder the labor cost and of course, the parts for replacement. (Really want to go home ASAP and cry). But my issue will be raised since I also have proof that it was used for less that 15 mins only.
So it’s too soon to cry though, will wait first for the feedback of Samsung in regards to my concern. hahaha. Does anyone here have the same issue as mine? and as a survey also for everyone, upon reading my post, are you still willing to use your S21 ultra in water?
Anyway, hope that Samsung will replace / repair my unit with no extra cost (please!)
Will also keep everyone posted once i received their feedback.
