On June 26, 2025 my samsung galaxy s23 ultra 512 gb powered off with a full charge. The technician said it was a manufacturer defect and if it restarted we would need a new phone. This is the second time its happened. It restarted the next day, still with a full charge.
He put in a warranty replacement with a samsung galaxy s24 ultra 512gb and said it would arrive at our hotel within 24 hrs ( we were on vacation. It did not arrive in 24 hrs. We called 48 hrs later, spoke to three reps and were told it would arrive well after our checkout date and we needed to cancel the order (which we did).
We called back the following Wednesday to refill the replacement and we were on the phone for 2hrs with zero progress.
The next day wespent 4 hrs on the phone with zero progress
On July 4, 2025 we spent 7 hrs on the phone with Verizon. They continued shifting us to different agents and hanging up the phone. Feeling our frustration the agent at 1pm offered to send us a brand new s25 ultra 512gb in black. This was confirmed by the next 2 agents he sent us to. At 730pm, we were told we would have an order number the following day.
The following day we spent 4 more hours on the phone. The reps saw that we were told we would receive a brand new s 25galaxy ultra 512 gb in black but they were not going to send it because the other representatives all lied to us and misled us.
This is the definition of a deceitful business practice. The agents made a promise and I accepted. Verizon needs to fulfill there e d of the agreement and ship waht they told me they would btiple agents.
I'm sorry to learn that you're having issues with your Galaxy S23 and it powering off when at a full charge, David161. I appreciate you taking the time to go over the details of your journey when dealing with this issue so far, and I am here to help. I do want to be transparent with you that in almost every case with a warranty replacement, you would receive a certified like-new replacement device. I'd be happy to take a look over your account and see what options we have to help get a reliable working phone in your hands as quickly as possible. Since I will need account access for that, please be on the lookout for a private message from me.
-Joseph
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