My almost new S20 screen is progressively going black and is like a broken robot

[Chris_B · Accepted solution]

@Mary6009  your almost new s20 screen ?  So you’ve had it replaced recently was this via insurance? 

[Mary6009]

Sorry, should have said my almost new phone rather than screen. Phone only 5 months old. Haven’t had the screen replaced. 

[mikeliuk]

Hi @Mary6009 ,

If your phone has failed earlier than you reasonably can expect based on its cost, I would recommend to report it as faulty to the retailer with a view to getting a replacement.

The retailer is responsible in the first instance that the device is fit for purpose and of sufficient quality to be sold to the public. Once a reasonable lifetime is exceeded, you would need to use the manufacturer's warranty.

[Mary6009]

Sent from my iPad

[Mary6009]

Posted at the weekend about waking up to a completely black screen, like a broken robot. Samsung S20FE only 4/5 months old - not a mark on it. EE redirected me to Samsung repair shop today for assessment. Very dismissive guy said I had dropped phone and it was “ink damage” therefore not covered by warranty. I haven’t dropped it. He then said you could have “damaged it in your bag”. If that amount of harm can be caused unknowingly - it was working when I went to sleep- then the unit isn’t fit for purpose.

Much the same thing happened to my last Samsung but I discounted it as was overdue an upgrade - thought it was a one off issue.

samsung - two of them now - are in a drawer and I’m back to my old iPhone which funnily enough has not given up in 6 years - never mind 4/5 months.

no confidence in the Samsung plastic now at all.

[mikeliuk]

Hi @Mary6009 ,

Was it an actual Samsung shop or just an authorized Samsung repair agent?

If you are certain that you did not cause the damage, consumer protection laws are on your side that the retail product must be fit for purpose and be reasonably robust for a certain period of time which you've not exceeded.

If the repair shop was not owned by Samsung, and unless you've entirely lost patience, I think it's worth seeking out an official Samsung retailer, if any still exist, and otherwise get an independent assessment of whether you could have caused the fault which you see.

[Mary6009]

Hi, it was an actual Samsung repair shop. Quoted me £189 with the bad attitude. And insisting the warranty wouldn't apply despite the obv good condition of the phone.

Took it round the corner to a local repair shop who have it working again for £150. They opened it up, replaced the screen and confirmed abs no water damage, bang damage, scratches, dents, casing damage etc. The LD just "gave up the ghost" they said.

And yes too fed up with Samsung to fight with them about it. Their product is terrible. Never again.

Plus we have a work contract seperate to my personal use phone - in excess of 150 phones. That's up for renewal in a month or so. Guess what we won't be using in the future - very foolish to treat customers like that because hey just don't know the "reach" of a poor attitude and rip off service.

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