Samsung — Samsung Galaxy M30s motherboard issue after recent update

Hi,

I purchased a Samsung Galaxy M30s phone about 1.5 years back, on 9th Feb 2020 (I've attached the amazon invoice). After a recent OS update (security patch update), my phone started freezing and auto-restarting every few minutes. I went to a nearby Samsung service center (Samsung Service Centre Sector 47 Gurgaon) and they told me that the motherboard needs to be replaced. There were over, at least, 10 people with the exact same complaint in the service center regrading their phones (all Samsung M-series phones). The update caused the motherboard to fail, and of course it was never mentioned by Samsung that "Hey, this update might make your phone completely unusable, so update at your own risk!" and now they're expecting us to pay Rs. 8/9k for the motherboard replacement? Shouldn't Samsung take responsibility for this huge blunder that they've created, causing a loss of both time and money of thousands of its trusted users?

Thousands of M30s / M-series users are facing the same issue, and there's not a single word from Samsung other than "Send error report through their Samsung Members app" ! How is someone supposed to do that when the phone keeps restarting and it's already declared a hardware fault caused by an update? Is this what a brand is for?

Please, have a look at the disaster the updates have caused. And kindly provide a free motherboard replacement or refund the amount, caused by your updates or its going to social media, and will definitely file a case.

https://r2.community.samsung.com/t5/Galaxy-M/Samsung-M30s-Motherboard-Issue/td-p...

https://r2.community.samsung.com/t5/Galaxy-M/Complaint-about-M30s-Motherboard-is...

https://r2.community.samsung.com/t5/Galaxy-M/M30s-is-strucking-and-restarting-it...

https://r2.community.samsung.com/t5/Hyderabad/Samsung-M30S-Price-for-Motherboard...

Gautam Kabiraj,
M: [protected], [protected]
Email: [protected]@gmail.com
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Samsung India customer support has been notified about the posted complaint.
Verified Support
Jul 24, 2021
Samsung India Customer Care's response
Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd
Jul 29, 2021
Updated by gautamkabiraj
I received a call from Samsung in response to my complaint above, and this was what they said after I explained to him the whole issue (I have the call recording saved with me):

"We have escalated the issue to the concerned team, however, we can't provide any guarantee when and if, a solution is provided. We get job sheet numbers and the problems reported from various service centres, and if we see a high number o[censored]nusual issues from the same model number, then we provide a free solution. But since it's not been noted yet, it's unlikely that it'll be resolved as it's been a while now. You are better off replacing the motherboard if you want to continue using the phone, or wait for a fix if that ever happens."

I kept telling him that most of the people don't even know how to report the issue. The second kind of people, who do know, cannot do it because the phone keeps on freezing and restarting. The third kind of people just gets the motherboard replaced thinking it's their own fault. I'm afraid Samsung will never do anything about it. If you're a victim too, please contact Samsung, report your problem. Then and only then they might even realize how many people have been affected, and show some care, in a tiny possibility.
Complaint comments 

Comments

My phone (M30s) also got damaged and service center team told me to replace motherboard. Stupid and substandard hardware./. Never buy Samsung products..
Even quality of premium smartphones from samsung (s10+) are also very bad.. its only the casing than the quality.. Thats also damaged. Copy cats..
Same issue i had faced with my M30S. I request samsung service team to contact me n give resolution asap

Piyush
[protected]
Piyush.sre's reply, Oct 3, 2021
Service center told for motherboard replacement...total waste of money...pls give resolution else will move to other brand and will insist all my known people for also switching
Piyush.sre's reply, Dec 27, 2022
Samsung is shameless for not hearing their loyal customers, I had moved to Vivo and quite happy with the product...u continue living in ur fancies and one day will see fate like Nokia soon
any updates?
My (m31s) phone also keeps freezing and restarts automatically . I would be switching to chinese phones rather using such samsung phones wasting money. if i get the replacement of motherboard than i would be happy with samsung. but too much disappointed. Never expected this from samsung.
I'm using samsung m30s it is freezing and automatically rebooting. I went to customer care service they told me that it has motherboard problem but motherboard cost is very high
It's a scam from Samsung company, better we need to case file in Consumer court.
Hi my name puvvada poorna, my samsung m30s is also freezed and stopped working after update, I made nothing but my phone was completely is in uncorking condition .when I go to nearest service center they said me mother board problem
https://www.consumercomplaints.in/samsung-samsung-m31s-hanged-at-boot-logo-servi...
U got any solution from samsung?
My Samsung M51 went black screen after the recent software upgrade . lot of people have raised their concern and similar issues but still there is no solution provided by Samsung. i got a message that a concern team member will get in connect with me but no call or email from anyone yet. I personally investigated in many repair shop and all of them gave me a statement sating this new software upgrade is the main cause and they have received lots of mobiles for repairs as well which are out of warranty. This issue is majorly seen in Samsung M series, A series and even F series. kindly let me know if you get any closure on your complaint raised as im still waiting for their call or email.
My M30s also have the same motherboard issue after the Update, Hope to sell their upcoming mobiles, the killing the old phones through Update.

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