topic Re: Newly purchased Samsung s25 overheats and goes off when camera is used in Android Devices

Newly purchased Samsung s25 overheats and goes off when camera is used

heywhy — Wed, 25 Jun 2025 08:33:46 GMT

I recently purchased an S25 Ultra from EE, delievered on May 20, but wasn't opened because I also ordered for the watch7, on June 6, I tried using and transferring my data from my prev samsung phone and realised the new one overheats and goes off at every attempt to use the phone. I was traveling out of the UK that day, so when i returned I logged a complaint on June 16, through the text-related 150 prompt servuce since every attempt to speak with an CS agent proved abortive and requested a return of the phone and equally stated the reason. after a whole of no response I visited their office and lodged a complaint and was told an email had been sent to my former email (which i had updated throough CS agents and accout teams 3 times), I ws unhappy that the email had not been chaanged and requested how they will provide a replacement of the phone.

Unfortunately, the CS agent clearly informed me that, 'you only lodged a complaint to return a phone for overheating and frequent switch off and not a replacement request', hence, I do not deserve a replacement.

JFYI, I will never speak or refer your service to anyone or company and I will continue to give bad reviews about your company and services until a replacement is provided for my phone. this is a case of manufacturer's fault and not mine. Due to this issue, I have never gotten the opportunity to even use this phone for a whole 24hrs. cc @MeM

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

heywhy — Wed, 25 Jun 2025 09:35:12 GMT

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

Ali_A — Wed, 25 Jun 2025 12:30:46 GMT

Hi @heywhy

Sorry to hear you've been facing a problem with your device. I know you'll have been excited to use the new device and all the benefits of it.

Would you have preferred a replacement for your device or return?
When within 28 days of ordering your device, the technical team would usually diagnostics, and if the device is faulty would arrange a replacement for you.

However, overheating may be happening for a couple of reasons, especially if it is processing a lot being a new phone. Allowing it a day to stabilise may find it goes back to normal. A factory reset can also help with any software glitches that may have caused the overheating.
Some basic things to check- are you using an official Samsung Charger and cable, Are you able to factory reset and have you tried following the steps at Samsung Help and Support for your device?

Ali

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

bristolian — Wed, 25 Jun 2025 12:15:17 GMT

@heywhy wrote:

I recently purchased an S25 Ultra from EE, delievered on May 20, but wasn't opened because I also ordered for the watch7, on June 6

It's too late now, but all distance sales (meaning online & telesales) come with a statutory 14days "change of mind" right of return - this begins the day after receipt of the goods. Whatever any technical issue with the phone, this would have been your "get out of jail" card.

That expired before your June 6th date for the watch.

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

heywhy — Thu, 26 Jun 2025 11:05:22 GMT

Hi Ali,

I will definitely prefer a replacement since I do not know what caused the overheating or sudden switch off of the mobile device when i try to use the camera, also I ensured i lodged the complaint before the 30-day period but was told by the customer service that I do not qualify before I didn't state in my return texxt that I need 'replacement' but only stated return.

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

Ali_A — Thu, 26 Jun 2025 12:54:37 GMT

@heywhy

Have they told you that you are still able to return the device. If so, are you able to return the device and re-order it again?

Alternatively have you spoken to the technical team about the overheating?

Ali

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

heywhy — Thu, 26 Jun 2025 13:55:33 GMT

@Ali_A

Yes, they have picked it up for repairs and i informed them that I will appreciate if a replacement can be made. But no feedback yet.

Re: Newly purchased Samsung s25 overheats and goes off when camera is used

Ali_A — Thu, 26 Jun 2025 17:57:23 GMT

That's great @heywhy

The technical team will be able to best look at the options and best way forward.

Thanks for letting us know.

Ali