How common is the Black Screen of Death with Samsung products? I'm 2 for 2.

I have a 1 month old S5 that has the Black Screen of Death and a Galaxy Tab 10.1 that's a few years old with the same problem.  How widespread is this problem?

Samsung denies known issues with the S5, although a simple Google search suggests that they aren't being truthful. 

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Re: How common is the Black Screen of Death with Samsung products?  I'm 2 for 2.

Community Manager
Community Manager

Hi InSearchofQuality,


Oh my! We want your phone and tablet to work properly. When does the device or tablet receive the black screen of death? Do you receive any error message before the screen goes black? When did the issue start?

Thanks,
PamelaF_VZW
Tweet us @vzwsupport

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Re: How common is the Black Screen of Death with Samsung products? I'm 2 for 2.

Both devices refused to turn back on after charging overnight.  They are completely unresponsive. I have gone through all of the reboot / safe mode / factory reset procedures I could find online plus those suggested by verizon tech support and Samsung tech support.

Verizon is eventually sending a used S5 of unknown provenance to replace an as-new S5 that's one month old and has been in a lifeproof case since it left the store.  It also has a tempered glass screen protector that verizon refuses to replace.  I'm not sure how much business I'm losing since the facilities I contract with can only reach me by my cell number.

Notice I said eventually sending.  I reported the problem Sunday morning.  It's 14:00 on Wednesday and I'm still waiting for delivery.  The least verizon could do for a customer whose phone has turned itself into a paperweight after one month is ship one overnight.

The tablet is not a Verizon issue, but it is a Samsung issue.  I'm probably not going to be comfortable with Samsung products until they get their act together - but it looks like I'm stuck with them (and verizon) for another 23 months.

That is, unless verizon starts getting serious about customer service.

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Re: How common is the Black Screen of Death with Samsung products?  I'm 2 for 2.

Sr. Member

It really sounds like you have a bad charger or cable.  The phone and tablet may start to charge and the charger/cable may possibly overheat or fail in someway and not allow the charge to continue.  I'd get a new charger and cable and try again.

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Re: How common is the Black Screen of Death with Samsung products? I'm 2 for 2.

Negative on the charger/cable issues, but thank you for playing.  I replaced both on the tablet with no change. 

The phone went unresponsive but the green LED stayed on until this afternoon, so I know there was some charge, if not a full charge.  I got the new (used) phone in today after close of business.  It is charging just fine with the old charger.

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Re: How common is the Black Screen of Death with Samsung products?  I'm 2 for 2.

Community Manager
Community Manager

InSearchOfQuality, thanks for keeping us posted! We're relieved to hear that your replacement device is working properly for you. Should you have any other concerns or need assistance, we're here to help.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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Re: How common is the Black Screen of Death with Samsung products? I'm 2 for 2.

Member

Wow.  Way to dodge the issue there, Verizon.  You never addressed the problem.  The OP answered your questions and you had no comment until it was already taken care of- except you still haven't addressed the issue of sending a replacement phone faster.  And you still didn't answer the original question.

I'm frustrated myself because I too am experiencing the black screen of death on my S5.  It is four months old.  I'm not even remotely hopeful that verizon will help.  It's so disappointing.  I've been with this company for years.  Looks my time is just about up. I'm not delusional enough to think any of the others are any better, but at least they are nice and helpful enough to get you in the door and get you signed up.  I've just about decided that it is a good thing to change carriers at least every two years.  No such thing as brand loyalty or customer service anymore.

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Re: How common is the Black Screen of Death with Samsung products?  I'm 2 for 2.

Community Manager
Community Manager

astalvey, we never want to avoid the real issues here. Warranty replacement devices are shipped from our warehouse within 1-2 business days.
Does your device have any physical or liquid damage on your current device? Have you tried powering your device off/on to soft reset? Keep us posted. We're here to help.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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