[Update: Acknowledged] Samsung Galaxy S20 Ultra users complain about broken rear camera lens

New updates are being added at the bottom of this story…….

Original story (published on April 29, 2020) follows:

When you spend upwards of $1,000 on a smartphone, you expect to get your money’s worth. You expect to get a state-of-the-art design and specifications and most of all, you expect your device to last a while.

Well, that doesn’t exactly seem to be the case with Samsung Galaxy S20 Ultra, at least according to reports trickling in. A bunch of Galaxy S20 Ultra users have turned to the online forums to complain about an issue that, honestly shouldn’t be a thing.

According to these users, the smartphone’s glass that covers the camera array is rather flimsy and it breaks at the slightest contact. One user reports having his smartphone in his pocket the entire time and ending up with a hairline crack across the camera glass.

galaxy s20 ultra camera broken
Source

I went to take a picture and my camera’s glass was broke. I didn’t drop it, and it’s in a good case. I tried to get it fix as soon as I noticed it today, but they don’t have the class available yet. I was told to check back in 3 weeks.
Source

These cases are all similar in that, the users did absolutely nothing to warrant the breaking of this glass. Some of these reports also indicate that the device was in a very good case when the camera glass shuttered.

Users who sort to get help from Samsung on this issue were turned away, the company indicating that the lens breaking is the owner’s fault and is not covered by Warranty. According to reports, it costs $100 to replace this glass for users who are enrolled in Samsung Premium Care. For non-Samsung Premium Care users, this will set them back almost $400.

Samsung is yet to come out to issue a statement of any kind on this issue. For now, all that remains is to wait and see if the company owns up to acknowledge this issue and to find a way forward. Again, for over $1,000, this should not happen.

Update 1 (December 23)

10:05 am (IST): Responding to a user’s complaint regarding the issue, a Samsung Care Ambassador stated that the camera glass breaking/cracking issue is due to pressure buildup underneath the glass.

Therefore, Galaxy S20 Ultra users whose camera glass has broken mysteriously should call up customer support for further assistance. Else, the Samsung Care Ambassador suggests you can get it fixed with a deductible of $100 if you are on Samsung Care Plus.

This happened to one of our ambassadors. After many complaints about the same issue, we found out that it has to do with pressure buildup underneath the glass and not customers banging it against something. You could reach out to customer support and see what they say. If Samsung doesn’t honor the repair then an alternate route would be to send it in with a deductible of $100 if you are on Samsung Care plus or take it to your nearest Ubreakifix. (Source)

NOTE: We have these and many more Samsung stories in our dedicated Samsung section.

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Clinton Madegwa

A cybernaut grasping at all things tech. Lover of Android, Linux, and custom ROMS. A nerd, a writer, an avid reader.