Replace Screen of Galaxy S23 Ultra or Get New Phone?

kimba88 on 09/09/2025 - 20:00
Last edited 09/09/2025 - 20:42

I've got quite the unbelievable story here, but it is the truth. Sunday 31st August my phone screen cracked in my pocket. There was no impact or pressure whatsoever. When I pulled my galaxy s23 ultra out of my pocket, the screen felt a bit hot and had a crack from one side of the screen to the other. I have an OtterBox defender case on at all times, plus otterbox's alpha screen protector. I am also a person who likes to keep things new and have kept the original plastic on the sides of my phone. I also usually keep my phone's for quite a few years. I've had the original galaxy, galaxy s4, galaxy s7 and now the galaxy s23 ultra. First time I've ever had a cracked screen.

When I noticed the crack, I called Samsung straight away to be told to take it in for assessment. I took it to the shops, and had another phone shop briefly look at it before I reached Samsung (as I was trying to find the store in the centre), told them my story and they agreed that if there was impact there would have been shattered glass spidering out. I then made it to Samsung and was told to leave my phone there. I told them I had to source a loan phone before I could leave it there.

I sourced a loan phone and took it back in on the Wednesday. In the meantime, the crack had worsened and the glass started spidering a little. When I took it on the Wednesday, I spoke to the same technician who served me on the sunday. I explained that the screen had worsened. He said he would assign a Samsung case manager, but said whenever there is a broken screen they just charge the customer no matter what.

I had a call from the case manager who said it's been assessed to have physical damage and not a manufacturing fault, and I need to pay $500 to replace the screen or accept it back without replacing it. The body of the phone definitely does not have any physical damage and I know for a fact that I did not do anything for my screen to crack. There was nothing else in my pocket at the time and it was well protected by my case. My phone is 2.5yrs old.. so out of warranty only just, but Samsung and Australian consumer law usually cover around the 3yr mark or so.

What do I do? Please vote or let me know your experience.

I have the galaxy s23 ultra for its camera capabilities.. so do not want any less.

Poll Options

  • 21
    Get a new phone?
  • 6
    Fight it more with Samsung
  • 4
    Pay $500 and replace the screen
Mobile Mobile Phone Samsung Android

Comments

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  • ldd-mn on 09/09/2025 - 20:05

    Insurance?

    • kimba88 on 09/09/2025 - 20:18

      I didn't purchase insurance for it

      • ldd-mn on 09/09/2025 - 20:47

        contents insurance

        • kimba88 on 09/09/2025 - 20:58
          +1

          I think the excess will be more or around the same and premiums go up 😔

      • Ryanek on 10/09/2025 - 09:07

        Cards like Amex have screen insurance if you used it for the purchase.

        • kimba88 on 10/09/2025 - 17:44

          Unfortunately I didn't have a credit card when I purchased it. I will keep that in mind in case I ever need to claim in the future though

  • vince088 on 09/09/2025 - 20:36

    4 more months for S26

    • kimba88 on 09/09/2025 - 20:41
      +1

      I know.. but my screen is cracked now right across. I don't think it is safe to use. Plus, I was told if water/moisture gets into it, it'll fry the motherboard and then I'm truly stuffed.

      • try2bhelpful on 10/09/2025 - 05:42
        +1

        If you are considering the S26 then do you, or a friend, have an old phone in a draw somewhere you can use for 4 months?

        I’ve seen kids wandering around with smashed screens you could barely read so I think the odds of moisture getting in is pretty small unless you sit it on a table and knock a drink on it. The Samsung people are trying to scare you into buying a new phone.

        Me, I would push Samsung a tad harder on replacement by asking where the damage point indicators are. I would try to source a phone from your mates until the new one comes out. Most of us tend to have a spare phone in a draw.

        • kimba88 on 10/09/2025 - 06:53

          I'm currently using my mum's old Motorola and it's doing my head in a week later! I am missing my galaxy s23 ultra.
          The other issue is I will be going overseas at the end of October, so really wanted my phone to be good for picture taking. However, it's a matter of if this one will be good or if I get a new one. I'm not sure I'll be able to wait 4 months for s26 😔

          • try2bhelpful on 10/09/2025 - 07:18

            @kimba88: Yeah been there with the holiday. Last year we went overseas in September before the new Apple stuff came out. However, my Apple watch was dying. I bought an Apple Ultra from Costco on the basis I would return it if the new watches coming out were any better; turns out they weren’t and I still have it.

            As a suggestion if you can get a tad closer to the date you could get this from Costco and return it after the holiday. They have a 90 day return policy for electronics, no questions asked.

            https://www.costco.com.au/Electronics/Mobile-Phones/Samsung-…

            https://www.costco.com.au/member-care/refunds-and-return/wha…

            • kimba88 on 10/09/2025 - 17:46

              @try2bhelpful: Thanks for the suggestion. Good to know. I'm not sure you would be able to return it if it somehow got damaged on the holiday, right? I don't think I could just get the phone to try. I feel like I'd keep it if I was to do that.

              • try2bhelpful on 10/09/2025 - 19:10

                @kimba88: Haven’t returned a damaged piece of electronics but we did take back a clothes airer that broke when I put a sodden pillow on it. They asked how it got damaged but they had no problems taking it back.

                With my phone I used to go the full screen protector but now I just use a folio case, haven’t broken a screen yet, fingers crossed. I wouldn’t take my phone into the water but the odds on damaging it when on holiday has to be pretty small. However, I can see why your reluctance. As I said I kept the watch because I got a decent price and the upgrade released wasn’t worth it.

                • kimba88 on 10/09/2025 - 19:39

                  @try2bhelpful: That's great. Aldi are pretty similar in accepting items back too like that.

                  I can't stand the folio cases to be honest. They are really annoying when trying to take photos especially.

                  I'm sure the odds of damaging it would be small, however, you never know. It's just something always at the back of my mind.

                  • try2bhelpful on 10/09/2025 - 19:57

                    @kimba88: I actually find them good because it gives me something to grip but I could see your issue. Best of luck with getting a resolution.

                    • kimba88 on 10/09/2025 - 20:14

                      @try2bhelpful: Thanks buddy. Hoping for a resolution.. but I'm starting to think it won't be a cheap one

                      • try2bhelpful on 10/09/2025 - 22:01
                        -2

                        @kimba88: Phones have got so incredibly expensive at the top end so it is sickening when one breaks.

                        • kimba88 on 10/09/2025 - 22:18

                          @try2bhelpful: You're not wrong!
                          It seems Samsung have sent me a 10% off code on their normal Samsung store. So I could get galaxy s23 ultra for $1664 then I can claim TRS because I am going overseas. I also have an Amex and can get $100 cashback. So effectively could have the 512gb galaxy s25 ultra for $1412.73 after discounts and TRS. So now it would become $500 vs $900. Unless anyone knows of cheaper 🤔

                        • try2bhelpful on 12/09/2025 - 15:56
                          -1

                          @try2bhelpful: What sort of moron negs a comment like this? Do they have stocks in high end technology and are happy to rip off consumers?

  • Stealtho on 09/09/2025 - 21:29
    -1

    Typical Samsung

    • kimba88 on 10/09/2025 - 06:57

      They previously replaced a draining battery for me at the 3yr mark. I've not usually had too much of an issue with Samsung warranty.

  • freefall101 on 10/09/2025 - 01:27
    +2

    tl;dr: $500 to replace screen on an s23 ultra, fight samsung for warranty or buy a new phone.

    I'd push them far harder than you have. They're not fixing a phone that broke under reasonable use. They're not here to help you, they're here to look after themselves which means telling you "yeah, sorry, you really need to replace this thing because it'll melt under a small amount of moisture".

    Samsung have awful consumer reviews for a reason, they're not going to replace it unless you push back. At worst, you still either need to pay to fix it or buy a new phone. At best, they fix it. What do you have to lose?

    • kimba88 on 10/09/2025 - 06:56

      The issue is, I asked if I could escalate further yesterday and the case manager I spoke to said I couldn't escalate it any further since it had been assessed as physical damage. I then asked to be called by the person who assessed it, however, I was told they do not speak to people and only do a report for Samsung to go back on.
      So I don't know how I would get it above the case manager that was assigned to me from Australia. Any ideas?

  • Nutrino on 10/09/2025 - 05:36

    How tight were the jeans in your back pocket?

    • kimba88 on 10/09/2025 - 06:42

      They weren't jeans and it wasn't the back pocket. It was not sat on.

  • Mugsy on 10/09/2025 - 09:45

    OP, another S23U owner here who put in the extra money for the better camera the S23U has.

    Normally I would tell people to fight for their rights but in this case, if you're keen on ensuring the S23U is working for your trip (assuming Samsung don't botch up the repair job), I would just pay the $500. All Ultras after the S23U were "downgraded" to a 5x zoom. If the 10x zoom is important to your photography needs as it is to mine, it's S23U or bust (to my knowledge).

    If you can live with the 5x zoom, get a new phone instead and fix the screen from a cheaper non-Samsung repairer for a fraction of the cost. My wife got her Huawei P30 Pro screen and battery replaced in China about 2yrs ago. Whilst it's not her daily driver anymore, it works fine as her back up phone.

    • kimba88 on 10/09/2025 - 17:49

      I really feel like the 10x zoom is the function I use so much on my s23 ultra. So unless the new phones are to the same quality, I don't think I can 'upgrade'. I'm just frustrated as hell knowing that I put my phone in my pocket looking fine and it came out with a cracked screen.

  • OptimisticPessimist on 10/09/2025 - 11:25
    +1

    You stated the following:
    - screen felt a bit hot
    - screen had a crack but was not damaged via impact/pressure/etc
    - phone was in an otterbox case
    - had another phone shop inspect and agreed that if there was impact there would have been shattered glass spidering out.
    - the phone is 2.5 yrs old.

    Has the phone battery been checked for swelling?
    It could be a case where the battery has gotten hot/swollen, the otterbox case has prevented the back glass from lifting/popping off (rigid case/doesnt flex) and the pressure cracked the screen from within?
    If so, it might not count as 'physical damage'.

    • kimba88 on 10/09/2025 - 17:53

      So, I went into the store today to ask them for more details and try and reason with them further. They told me that it had been assessed as physical damage by the technician. I asked to speak to the technician to explain to me how. Then I was told the technicians don't talk to customers. I was also told that ultimately, it was the case manager at Samsung that made the decision in the end. So it seems like they have deemed no fault with the phone but rather I have caused the damage somehow.. which frustrates the hell out of me because I know nothing happened in my pocket.

      I was also told if I want to escalate, my next point of call is ACCC. I don't think they investigate things quickly either.. so I feel really stuck.

      They asked me to take my phone today if I was not replacing the screen, however, I refused as I did not have my OtterBox defender case on me as I was passing through the area and merely went to speak with them. I also now need to source a brand new screen protector for the galaxy s23 ultra if I decide to keep it. Unfortunately the screen protector I had on there was worth about $80 and has been taken off. So it's not just the replacement of the screen cost, but also replacement of the screen protector cost. Gah!

    • cbletz on 11/09/2025 - 06:43

      Yes the screen feeling hot is an important detail! Definitely could be the battery swelling. Especially if it's being left charging at 100% overnight.

      • kimba88 on 12/09/2025 - 07:40
        +2

        I always have it cut off at 80% charge battery capacity.. that's a feature the phone has. I think it stops once it hits 80%

  • kimba88 on 16/09/2025 - 20:42

    So, Samsung are not helping whatsoever. They claim it is 'physical damage' because it is a cracked screen. I am so mentally and emotionally drained trying to fight this. So many people in this Reddit threads claim the exact same thing happened to them! https://www.reddit.com/r/samsunggalaxy/comments/111tq3r/comm…
    Surely there is a bigger issue here that Samsung are hiding!

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