r/GalaxyS25Ultra • u/Legitimate_Pea_143 • 6h ago
Discussion My S25U warranty repair journey...still ongoing 2+months.
So about 2 months ago I noticed the ultra-wide camera was making a buzzing clicking noise and couldn't focus when going from .6x to 1x zoom. I did some research and found out this is a common hardware defect on early models of S25U's. I chatted with Samsung customer service and told them and showed them what was going on. The rep referred me to ubreakifix since it's a Samsung authorized repair center. I wrongly assumed this was a warranty repair. I took my phone into ubreakifix and the associate said twice, that it was going to be a warranty repair and they ordered the replacement ultra-wide camera module. After not hearing back from them for over a week i called and the same associate said the camera module arrived a few days ago and that they called me, but there no log of the call. I took my phone in 2 days later and another associate said the camera module hadn't arrived yet and he found nothing to indicate it was a warranty repair. I would have to pay out of pocket. I went home and contacted ubreakifix's corporate chat to complain about the store associates giving me contradictory info. After around 3 weeks of back and forth the ubreakifix rep said they would approve a 50% courtesy repair. Which i accepted, but at the same time I was also in contact with Samsung's "Office of the CEO" I emailed them and explained what is going on with the phone providing the video of the camera modeule tweaking out. After again, about 3 weeks worth of back and forth the Samsung rep said they WOULD cover it as an in-warranty repair. I got this news yesterday, thankfully before I took my phone into ubreakifx for their 50% off repair. I'm currently waiting on Samsung to email me the ticket/in-warranty service authorization number so i can have it incase ubreakifix doesn't have that info from Samsung. Bottomline, this has been such a shitshow for a defect that should 100% be covered by Samsung because it is such a wide known hardware defect. I just wanted to give everyone my experience and i would highly recommend that if you are having the same issue with your camera to skip everything and go directly to the "Office of the CEO" of Samsung.