Twas the night before xmas, and all through the house, not a creature was stirring, especially not my phone.
Before bed, while plugged in, my 22/08 purchased 9/10 S22U started an update. What could go wrong?
Alas that was the last of my phone with hundreds of gb of family and work documents which I absolutely need. And now here I am using my five year old Huawei, which is impressively running great!
At first it was the bootloop, and before I could try Odin, or my freezer (lol) or the solutions online, it was too late. Three loops at max, and then a brick. A few months out of warranty no less. It shouldn't matter though, this essentially new phone SHOULD have kept working and not get bricked by a SAMSUNG update.
So I went to Samsung, fingers crossed. They were immediately pretty sus.
"Well it is out of warranty so this will cost you" they said.
"This was a result of the update, here's the screen with the codes proving that."
"Well if we can prove that, that's true. However to prove that you'll have to order an investigation, which will cost you if you're at fault, as we'll have to repair the phone."
....
Apparently people who do this are always found at fault, according to reddit and Samsung threads.
"We've never heard of an update bricking a phone", said that manager.
Yeah I'm so ***** done with Samsung, forever. They Apple'd me.
So I leave it there for a day for a specialist to reevaluate it for investigation or not.
He calls me the next day: So we won't conduct the Escalation request to look into the cause of your phone bricking.
Me: How come? The security update that's broke a lot of phones, broke mine. I even showed you the error code, which is only caused by a bad firmware update. Your manager even used the words "fried motherboard".
My boss said the scratches on the front and back of the phone caused the phone to die.
(photos of the 9/10 phone without the scratched protector on it, in the comments above)
So the scratch on the glass on the back on the outside of the metal case, and the scratch on the front, which didn't impede the usage of the phone for years, and have no connection to the interior of the phone at all, are why you won't investigate the cause of the error code that only comes from a bad update from the hardware master company?
Yes, that's what my boss has said, because the scratches cause -
Need I remind you I have a background in mobile tech, hardware, and have dealt with all of this tech deeper than the consumer level. Do you really expect me to believe that two scratches that do not break the body, one on the exterior of metal that isn't connected to anything on the back, and another scratch that's only visible from an angle as it's so shallow and cosmetic and do not in anyway effect the usage of the phone, specifically for over two years?
This is what my manager has decided.
I know, you told me that, I'm asking you to confirm what I just said.
Well, yes that's correct, I cannot say anything against-
Two superficial scratches wouldn't do this, and especially not after a known bad patch went out that affected tens of thousands of phones. I know this and you know this.
(he slightly nods)
....
He then offers to REPAIR THE TWO YEAR OLD PHONE THEY BROKE FOR ALMOST 800$ BEFORE TAXES.
Yeah I think I'm done with Samsung if this is the result. Shame, great phones.
Awful customer service.
I then made the mistake with customer service, who said almost verbatim the same. It's as if they've been instructed to "not know anything" about the thing everyone is talking about. Plus I'm sure the chatbot was not a human.
Has anyone had anything positive come from this? Everyone says we should class action it- any lawyers in the house?
What will happen? This isn't an old phone, it's two years old and cost 1000$+. Am I expected to pay $500 a year for the privilege of using a phone?
NONE of the above scratches are enough to impede the motherboard, especially afters years of usage, until the update.
That tiny scratch on the back - and he logged the phone as SHATTERED into the system. Does this look SHATTERED?
