Friday, July 24, 2020

Masalah Skrin Samsung Note 9 Selesai


Hi everyone, sejak anak-anak kembali bersekolah, agak tertunda juga penceritaan disini. Jadual mereka yang berbeza menyebabkan saya juga agak lari schedule saya. Walaupun mereka boleh bersiap sendiri dan ibu mereka juga membantu, tetapi saya tetap perlu bangun lebih awal dari mereka untuk standby andaikata ada apa-apa permasalahan. 

Sebenarnya entri ini adalah lanjutan dari post berkenaan masalah Samsung Note 9 saya di sini. Senang cerita, display jadi tak betul, color pudar, hijau. Seperti diceritakan sebelum ini, saya telah pergi ke dua tempat untuk memperbetulkan skrin, satu tempat repair handphone independent dan satu lagi official service center Samsung. Kos repair termasuk upah di service center Samsung adalah RM 860 termasuk 3 bulan waranti.

Oleh kerana saya memerlukan handphone segera, maka saya beli Samsung A51 yang kemudiannya saya beri pada isteri untuk gantikan handphonenya yang agak usang. Saya beli pula Samsung Note 10 Lite sebab nak beli Note 10 tak berani, takut masalah display handphone Samsung flagship berulang.

Diringkaskan cerita, display Samsung Note 9 saya kembali normal. Bagaimana ianya normal? Ganti display. Ternyata update Samsung telah merosakkan hardware. 

Sebenarnya setelah membeli Note 10 Lite saya, saya seperti ingin membiarkan sahaja Note 9 ini namun handphone ini merupakan handphone pre-order pertama saya dan saya merupakan antara user pertama yang beli handphone ini ketika hari pertama ia mula dijual di Malaysia. So kind of sentimental value here. Saya berada dalam grup Telegram user-user di seluruh dunia yang mempunyai masalah display pada Samsung Note 9 and slowly mereka report yang mereka dapat ganti display FOC dari Samsung. While most of them are from India, ada juga user Malaysia, Singapore and Indonesia yang dapat. 

So saya email pada CEO Samsung Malaysia (please find the email at their website) saying how I had used Samsung phones and tablets since 2012. Bila dikira, almost 10 devices from Samsung saya dah guna including their watches. Basically their devices had helped me in my work and daily life. And I also stated that they must respond well with this Note 9 display problem since it happened after updating their software using their own OTA. 

Saya received an email few days after that stating that I will be receiving a call from Samsung Service Center for further inspection. They also gave me rebate coupons for purchasing items in their website. Unfortunately barang yang saya nak beli before this habis stock.

Then I received a call from Samsung Setia Alam SC asking me to bring the device to them. The technicians there were impressed with my Note 9 as there are no scratches, 'Macam Baru, kata technician tu. So the staff there told me that they will submit the claim to Samsung and I will be able to collect it approx 3 hours later. But I told them I need to get back to my office and I will collect it next week. On Monday, Samsung Setia Alam SC frantically called my mobile, I was in a meeting and saw few missed call. I thought that mereka teruja nak serahkan kembali Note 9 ni or jumpa emas dalam my phone. So I called them back, the first things is the women's voice (I met her when I sent my phone, she was the one who attended me) was quite shaky. Dia kata Samsung rejected my claim without any explaination. 

At this time, I felt cheated. Not to her, but to Samsung HQ, I also felt that maybe another HQ staff that rejected my claim was not the same HQ staff that attended my case.

Samsung Setia Alam SC did not know the reason and had asked me to call their CS. As I was busy, I called them the next following day. A woman named Ada responded my call and she offered to check on my case. As I expected, it was rejected because my device was out of warranty. I bought it somewhere on August/Sept 2018 and it was almost 2 years now. I did not buy any extended warranty (My Note 10 Lite had an extended warranty up to 2 years which is much more cheaper than Apple's extended warranty). 

So I told Ada to relay my message to her boss stating that my earlier email to request FOC display replacement had clearly stated that the device it out of warranty but I wanted it FOC because the damage was done not because of me. Our telegram group had users experiencing the same problem. It was also reported in news and technical websites. Just google it. And again I apologize to Ada the same as I apologize the Setia Alam SC that I am not mad at her, just want to relay the message to the boss.

So after that conversation, I emailed Samsung CEO again stating my dissapointment. This is the reason I felt cheated. Few days had gone by and at this point it seems that my point of telling Samsung to do a better crisis management seems felt into deaf ears.

Suddenly I got a call from Samsung Setia Alam SC last Monday. As I was busy working, I did not bother to pickup the phone but it keeps on coming. Few missed call later and I called them back. My Note 9 is still with them as I was busy to pick it up from them. So the SC lady with a positive tone told me that Samsung had agreed to replace my display and she asked me to give her sometime to repair the phone. I told her it's okay as I am busy this few days. Yesterday (Thursday), I went to the SC to pickup my Note 9 and the display had came back to life again, beautiful as ever. I even saw it a bit prettier than my Note 10 Lite. But in terms of speed, i do think Note 10 Lite is a bit faster and also has better features in terms of camera (wide angle). Note 10 Lite has also a built in fingerprint sensor on its touchscreen. But Note 9 speakers are more superior than Note 10 Lite.

The lady told me that they only change the display not the battery. She told me there is nothing wrong with the battery. I also asked her if there is anything that SC wanted to give me such as receipt or anything but she said no. She asked me to sign some papers and when I ask if I can get any copies she rejected politely. 

Anyway thanks a lot for all the relevant parties in helping me getting the FOC display replacement. Sempat juga jeling-jeling paperwork yang saya sign tu, dan nampak permasalahan Note 9 yang ditulis atas paper tersebut adalah Greenish Display Issue. 

From my experience, 

1. Masalah ini sukar dibuktikan hasil dari update software kerana tak semua user mengalaminya. It seems yang ada certain batch yang mungkin menggunakan hardware dari kilang atau keluaran yang sama sahaja terjejas. 

2. Usaha anda untuk dapatkan FOC display replacement mungkin berjaya atau tak. Saya rasa kondisi handphone anda memainkan peranan penting. Kalau ada kesan jatuh mungkin kena reject. Handphone saya 2 kali jatuh tapi tak teruk. Jatuh pun secara mendatar. Jatuh tahun 2019 pertengahan. Technician SC pun kata handphone saya macam handphone baru.

3. Ini bukan masalah software walaupun ianya berpunca dari software update. Handphone selepas software update menjadi panas. Mungkin bila dah selalu panas, ia akan merosakkan hardware.

4. Samsung nampak sedang mengumpul bukti dan maklumat lanjut mengenai masalah ini dan mereka juga dalam proses mengatasi masalah ini. Secara jujur, saya juga tak pasti masalah sebenar, ada yang kata buang NFC masalah selesai. Ada juga yang kata cable display tu je yang problem. Apa-apa pun ganti 1 set display is the right solution, currently.

5. Buat masa ini saya melihat plan Samsung untuk atasi krisis ini ialah gantikan display customer FOC secara senyap. Tiada sebarang dokumentasi diberikan kepada saya. Email pemakluman replacement pun tiada. Hanya email yang menyatakan kekesalan terhadap permasalahan saya. Semua urusan dilakukan by phone. No whatsapp. Mungkin ini strategi tersendiri  Samsung, ganti display customer sambil jari letak kat mulut,,ssshhh. Strategi sebegini saya pernah jumpa digunapakai di tempat lain. Ia untuk elakkan publisiti buruk. Yang penting customer yang terlibat dapat diselesaikan masalahnya. Ada pro and cons strategi ini. 

6. Majoriti user Note 9 yang effected cuma mahu Samsung bertanggungjawab ganti display yang rosak akibat masalah software update sahaja. Saya rasa sampai satu masa nanti Samsung akan ada mekanisma untuk permasalahan ini. Sudah tentu mereka sedia maklum. Saya tak rasa mereka akan rugi besar malah akan menarik customer yang akan confident dengan after sales service Samsung.

7. For those yang nak mencuba, you can try following my step. The power to endorse FOC display replacement is not on the hands of Samsung SC but on HQ.  You can directly contact Samsung Customer Service. Make sure your phone is in good condition or else they may have a reason to deny it. (this is an assumption only, but better prepare)

8. I will not sell my Note 9 even though saya dah ada Note 10 Lite. First, it's nostalgic and I love its display and speaker. Second, takut-takut jadi balik display problem ni, kesian user baru. But the main reason is the first one. 


Thanks Samsung, hope you can find a soiution, next time be extra careful. 

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