Non-Responsive Screen Issue on Samsung Galaxy M31

[Android Central Question]

In my new 1.5 months old Samsung Galaxy M31, the touch-screen started not to respond so the phone became useless. I googled for this issue and found that it is common for some others as well. In a short period of use, the touch-screen goes off!

My question is about the non-solution for this issue by the authorized service centre of Samsung. They accuse me of using unauthorized software on my phone (and of course charge me some high amount of money under warranty!). I only installed and used the known apps as available by the Google Play Store.

Is it possible if the Google Play Store apps or Android itself can cause mother-board burn (or something like this)? Shouldn't there be a thermal shut-down on M31? Or any comment about the lie of this authorized service centre of Samsung?

 

[mustang7757]

Sorry to hear about that , unfortunately it's your word against theirs , did you ask what was unauthorized software ?

I'll leave a Link to register so you can communicate here as a guest account you can only post questions but can't reply
https://forums.androidcentral.com/showthread.php?t=409154

 

[B. Diddy]

Welcome to Android Central! Have you already tested it in Safe Mode? https://www.hardreset.info/devices/samsung/samsung-galaxy-m31/safe-mode/

Do you have a screen protector on?

 

[Hakan Tol]

Yes, I had a screen protector on the phone.

 

[Hakan Tol]

I asked for the accusation, details about the unauthorized software. Nothing specific but AN unauthorized software. Now waiting for the service report by the service centre.

 

[B. Diddy]

Have you already tried removing the screen protector? Sometimes, if the fit is poor, there might be touch issues.

Also, did you try Safe Mode?

 

[Hakan Tol]

That was my first try, I removed the screen protector and didn't work. Then, I tried hard reset and still didn't work. The point is that I sent the phone to the service centre without any protector.
No, I didn't try in Safe Mode. But the issue, according to the service centre, is because the mother-board was burned. They accuse me of using unauthorized software in the M31, which I had never done.

 

[mustang7757]

That was my first try, I removed the screen protector and didn't work. Then, I tried hard reset and still didn't work. The point is that I sent the phone to the service centre without any protector.
No, I didn't try in Safe Mode. But the issue, according to the service centre, is because the mother-board was burned. They accuse me of using unauthorized software in the M31, which I had never done.

They still have the phone?

 

[B. Diddy]

Did you get this phone brand new, or was it used or refurbished?

I'm not sure how unauthorized software would "burn" the motherboard. Can you ask them for evidence that there was unauthorized software on the phone?

At this point, it might be worth contacting Samsung customer support directly and ask them if they can assist with this.

 

[mustang7757]

Did you get this phone brand new, or was it used or refurbished?

I'm not sure how unauthorized software would "burn" the motherboard. Can you ask them for evidence that there was unauthorized software on the phone?

At this point, it might be worth contacting Samsung customer support directly and ask them if they can assist with this.

OP originally PM me about this , I believe they have the phone.

 

[Hakan Tol]

Did you get this phone brand new, or was it used or refurbished?

I'm not sure how unauthorized software would "burn" the motherboard. Can you ask them for evidence that there was unauthorized software on the phone?

At this point, it might be worth contacting Samsung customer support directly and ask them if they can assist with this.

It was a brand new phone. I asked for evidence and they claim that they made some tests on the phone and found it. I also contacted the Samsung customer support centre and they also accuse me the same (unauthorized software).

 

[B. Diddy]

Sorry, I'm not sure what else to suggest at this point. Your choices at this point may be limited to paying what they ask, or telling them they can keep the phone and you'll never buy from Samsung again.

 

[Hakan Tol]

I will apply to the court, as to my plan. Waiting for the service report, to attach it as evidence in my application. Meanwhile, I will not touch the phone as I had it back from the service centre so a technical expert can check the phone. That is what I can do.

 

[Hakan Tol]

I received the service report from the service centre. It was funny totally; as they reported simply as "unauthorized attempt to the phone". I applied to the court, waiting for it. Meanwhile, planning to buy Xiaomi Redmi Note 9S. Any suggestions about that?

 

[mustang7757]

I received the service report from the service centre. It was funny totally; as they reported simply as "unauthorized attempt to the phone". I applied to the court, waiting for it. Meanwhile, planning to buy Xiaomi Redmi Note 9S. Any suggestions about that?

Sorry you got deal with this , but it's right thing to do especially you didn't attempt anything. Xiaomi can't say as don't hear lot members with that device , One plus is a excellent choice as I have a 1+6 and 1+7P.

 

[B. Diddy]

Good luck with the Samsung phone. Are you asking for opinions on the Xiaomi?

 

[Hakan Tol]

Sorry you got deal with this , but it's right thing to do especially you didn't attempt anything. Xiaomi can't say as don't hear lot members with that device , One plus is a excellent choice as I have a 1+6 and 1+7P.

I will also check One Plus; at the first look I like the design (and it is out of stock here - hepsiburada.com) but looking for something with long battery life. That's why I get stucked with Xiaomi 9S (5020 mAh).

 

[Hakan Tol]

Good luck with the Samsung phone. Are you asking for opinions on the Xiaomi?

Thank you for your good wishes. I already checked the reviews about the Xiaomi 9S but better to have your opinions since you guys seem to be expert

 

[mustang7757]

I will also check One Plus; at the first look I like the design (and it is out of stock here - hepsiburada.com) but looking for something with long battery life. That's why I get stucked with Xiaomi 9S (5020 mAh).

Ok let me know, my 1+7P is 4000mah