US carrier Sprint has announced that it will replace all Samsung Galaxy S10, Galaxy S10e and Galaxy S10+ units struggling to maintain a strong connection to its LTE network. There is a caveat, though: owners will first have to install the firmware update the operator began circulating for the devices earlier this week and allow ample time for that to take effect before requesting a replacement.
For those unaware of the issue, a number of Sprint's Galaxy S10, Galaxy S10e and Galaxy S10+ customers have complained about unexpected roaming charges, intermittent data loss and sporadic voice issues. The carrier rolled out an update to attempt to patch the bug, but it doesn't seem have been effective in some instances — indicating that some units could have a hardware defect.
Customers entitled to a like-for-like substitute have a number of different options, based on how long ago they purchased their unit and whether they opted for the Sprint Complete insurance bundle add-on. For most, they'll either have to fork out $75 for an instant replacement or have Sprint refer their claim to Samsung, who will then address it under the handset's 24-month warranty.
Here's what you need to know:
- Pre 14-day – the Store Sales team will exchange to new as store representatives do not have refurbs\recs to use and it's part of the Sprint Satisfaction Guarantee (SSG).
- Post 14-day – Asurion technicians will provide replacements. If no refurbs\recons are available, then the selection will default to new.
- Customers with Sprint Complete (SC) will not be charged a FEE for this exchange as long as there is no evidence of liquid or physical damage to the handset.
- Customers without SC will be assessed a $75 fee or can work with Samsung for a manufacture warranty solution.
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