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My Samsung S9 has developed a problem where, if thescreen switches off and I try to switch it back on, I just get a green line across the top. Everything still works, as I found randomly tapping the screen, but I have to wait 20 mins or more until I can use it again. Very frustrating.
Googling indicates it may be a software issue, and it started after the last update I had, although Samsung don't seem to be taking liability for this at present.
The phones 18 months into a 2 year contract, but with Tesco so separate credit agreement for the phone purchased through them, and call plan.
Samsung online help hasn't, well, helped.
As the phone is frequently un-useable, should I be on to Samsung for a fix, or Tesco for a fix / replacement? What consumer rights have I got either way?
2 year warranty on the phone as far I remember.
Go to Tesco initially I would say, and take it from there.
It's Tesco's problem.
Consumer Rights Act states that goods should be of "satisfactory quality" and you can make a claim up to six years after purchase. I'd argue that a phone dying before its contract has expired is not of satisfactory quality.
I'd try a factory reset first though.
Tesco, that's where you bought it from, your warrenty is with the retailer.
Who did you buy the phone from? Sounds like Tesco? Your contract is with them. I can see the conversation going three ways:
1. It was working when we supplied it, you upgraded, tough luck. (then you can try samsung) You may have rights of redress still but I'm not sure if I could be bothered with the fight for an 18month old phone, that you might drop and crack tomorrow.
2. Send it to us, we will look at it, replace/repair.
3. That's bad luck, but I can do you a special deal on a replacement phone if you take out a new 2-year contract.
My money would be on 3 (especially if its >18 months). If the deal is OK then it is probably your easiest option.
(disclaimer, I haven't looked at fixing the fault as that's not what you asked, it might not be broken as you say)
Tesco have got me going through the fix-my-phone thing prior to potentially sending back to fix. However, as I have to wait 20-30 mins every time the screen goes black, this could take a loooooong time!