Firmware issue apparently, on Samsung Phones. I'm not alone, per Best Buy

[Babsannie]

Bought the new Samsung S25 from Best Buy on July 4, 2025. It's August 16, 2025.  After the 15 day return for exchange policy from Best Buy, told I have to contact Samsung directly.  Per Best Buy Geek Squad member, the issues I'm having are happening to others, not just me in various Samsung phones. They believe its a firmware issue:  suddenly no sound notification, vibration only, for text messages and WhatsApp text messages.  Audio is low during regular phone calls in spite of volume settings turned all the way up and people sound like they're calling from a submarine.  Have to use ear buds to hear them. New calls coming in from my contacts may show caller ID as an unknown number from another area code. Very strange.   That's the problem, THE REASON I'M REACHING OUT TO THE COMMUNITY IS TO ASK THIS:  Samsung is not returning either one of my calls by appointment.  Second callback they said would be at 2 p.m.  It's now 3:30 p.m. and crickets.  I need a phone that works but I'm dead in the water right now.  Anyone out there have an idea for me or a secret phone number for Samsung that works?

[TaperingThought]

That wouldn't be firmware?? I do a lot with AOSP i would have had to have heard about something like that, but that doesn't sound like a firmware issue.That's more of a software.. i would check and make sure that my IMEI AN ICCID match your cell phone provider.Because a lot of times they can get it wrong and it will cause very, very similar issues

[Babsannie]

Will let you both (TT and JWFO) know what may work after exploring your advice.  Thanks! Still wish I had a contact number for a human being at Samsung, however.  

[Babsannie]

TaperingThought -- It looked like you had the right path to take.  Guessing most of you in this forum are more technically adept than I am, but if not, and others are having an issue like this, I will offer what I've learned so far:  AOSP (the open source code initiative led by Google for developers) has nothing to do with my phone. According to my carrier, the S25 is a basic “vanilla” Android phone.

IMEI ICCID in my phone is complete and up to date they said.  In my phone eSIM was correctly assigned to IMEI 2.  The action to take was to assign a new eSIM and assign it to IMEI 1.  Final decision:  They mailed me a new SIM card.  Inserted as per instructions, but it didn’t change a thing. Same issues. 

[JustWorkForOnce]

Maybe a factory reset. After clearing cache in boot screen.

[Babsannie]

Update:  Was able to talk to an agent at Samsung customer service yesterday - 3 of them in fact over the course of the day.  Agent #1 - You have to take the phone to an authorized service center. They did a multi page Samsung diagnostic of 160 line items. Two failed: “Sound – Speaker-2nd Mic Loopback” and “Sound – 3rd Mic Test.”  I learned that the update(s) for the Samsung A10 phone released in 2019 are what they use to update the new S25 but they aren’t synced exactly so the fix for one phone might cause something else to go sideways in the new phone, causing issues in the mother board.  Agent #2 and later Agent #3 – In spite of the Samsung diagnostic test results, I had to go through the first steps all over again with them over the phone.  Prove to them that the App sound was in the on position then end the call (both times), have someone send me a text, call them back to tell them, “no sound.”   At that point, I noted that we were going in circles getting the same result that was already proven to be a real issue as diagnosed by THEIR authorized service center to be in the mother board.  I asked for a refund.  They do not give refunds, even on new phones like mine.  Agent’s verbatim response: “Refunds only if phone was sent thru mail and not fixed several times.”  They will do a credit, but I’m not crazy about having another S25 and live in fear of their updates.  So, my plan now is to go back to Best Buy, get a $300 One Plus phone to use as my main phone and when I get the $706.97 S25 back to use it as a back-up.  They said it would take 5 to 7 days for the repair process.

I’m hoping that Samsung representatives read these posts, because the one thing I can say about customer service that works is this:  If you call from your broken phone then the automated voice will recognize the phone number, ask if its you, then ask, was your previous call about the same issue and if, yes, you get an agent right away.  My original calls resulted in setting up 2 appointments for callbacks which never happened.

[priscilla33]

my phone has the same issue. the notification sound is not working. the volume is turned up no modes or routines on to cause this issue. I feel the vibration but no sound. it's one of the most frustrating things I have ever had to deal with.

[GeorgiaGirl2]

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