Consumer Advice - Recently Purchased Samsung S20 FE Has Serious Intermittent Fault

two_shirts on 22/11/2021 - 20:43
Last edited 29/11/2021 - 16:42 by 1 other user

I bought a Samsung S20FE as a gift for my wife in May from JB Hifi.

In about September, it started a serious intermittent fault. The pattern seems to be that when there is heavy data usage via 4G, it stops connecting to the network for voice or data (Emergency Calls only).

The issue has happened 3 times. Twice when tethering and once on a Zoom call. The issue resolved itself the first 2 times in between 12 and 24 hours.

It’s now been reported to Samsung support twice, second time today.

They have asked that the phone be taken into a Samsung Store for assessment, but an appointment is required and the first is on Dec 15th.

Given that its an intermittent fault that renders the phone useless, I believe it should just be replaced as it seems to hardware.

One thing to note is that it hasn’t been factory reset.

Options seem to be:

  • Post it to Samsung
  • Return it to JB HiFi
  • Wait for the. Dec 15th appointment in the Samsung store
  • Go into the Samsung store and be insistent that they replace it

Anyone have any insight into the best and quickest resolution?

Mobile Mobile Phone Samsung Android

Comments

  • Hybroid on 22/11/2021 - 20:46
    +3

    One thing to note is that it hasn’t been factory reset.

    Start there then if you want potential quickest solution.

  • Summoner on 22/11/2021 - 21:03

    Long story short, i would attempt a warranty repair, then retailer for a refund.
    Not sure if its different in other states, but Samsung's repair centre in brisbane is very disappointing. My partners Note 10's top speaker needed a repair after about 4 months from the purchase. Our issue was that the top speakers volume fluctuated. It only took like 10 secs to show the issue. Samsung staff at the kiosk acknowledged the issue and sent it back to the repair centre. Their repairer send back the phone saying no issue found. After sending it back twice, with no repair, i took it to officeworks, where we bought the phone. The supervisor of the officeworks acknowledged the issue as well and asked to contact Samsung again. After Samsung returning the phone back with no issue found again for the third time, officeworks gave us refund. I like Samsung products, but their service can be useless when it comes to repair. More love for officeworks, less for Samsung.
    I hope you can resolve your problem.

  • Richardc on 22/11/2021 - 21:48

    s21 FE.. from the future.

    • plmko on 23/11/2021 - 01:40

      Prob why OP is having connection issues. The phone is trying to dial into 2022.

  • TheSaviour on 22/11/2021 - 21:59

    i have the same problem with my s21 ultra, it just disconnects and i have to either switch data on and off or flight mode on and off to get it going agian.

  • USER DC on 22/11/2021 - 22:05

    Bought using a CC ? or DC/cash/GiftCard.

    If you used CC with some sort of insurance use that to claim the problem

  • bmerigan on 22/11/2021 - 22:50

    Just organise to post it to them. They'll replace it.
    I've organised it for several brands, though not Samsung, and it's been a very smooth process each time.

    If you take it to JB, like someone is bound to recommend, then JB sends it to Samsung and it just ends up taking longer. Do it yourself.

    • solidussnake on 23/11/2021 - 08:43

      Why would they replace it… they need to test and diagnose it first to replicate the fault if they can't do it they send it back to you.

      • bmerigan on 23/11/2021 - 12:06

        I've had a phone replaced with an intermittent fault. I'd suggest well documenting the issue.

  • DiLs on 23/11/2021 - 07:17
    -1

    FYI, S21FE has still not been released. First you need to find out which phone you are talking about.

  • iamherenow on 23/11/2021 - 07:37
    +2

    Why don't you factory reset it? It may solve your problems.

  • two_shirts on 23/11/2021 - 08:44

    Thanks everyone. My bad, its a S20FE

  • solidussnake on 23/11/2021 - 08:45

    Op you really need to find some app or download a large file through wifi etc to try and get it to replicate the fault if it's intermittent it's going to be hard to fault and for Samsung to replace

  • Drpepper666 on 23/11/2021 - 12:50

    Try JB first, imo

  • two_shirts on 23/11/2021 - 19:43

    Thanks everyone. Factory reset has not fixed it, which seems to confirm hardware.
    Going to front up at Samsung city store on Friday and make a fuss. Hopefully its still not working.

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