I have been a Samsung user for a decade now and this is the worst experience I've had with your customer service. I honestly am considering switching to another phone company because this might happen again.
I am writing to formally express my dissatisfaction with the recent experience I had at the Samsung Levant branch in Sulaymaniyah, Iraq, concerning my Samsung S21 Ultra phone. I took my phone to your service center to request a battery replacement due to low battery life. Upon arriving, I was informed that the phone needed to undergo testing to determine if a replacement was necessary. I left the phone with the technician and returned after approximately one hour, only to find that during the process of removing the back case, the battery had swollen, started smoking, and caused extensive heat damage. This resulted in permanent damage to the screen of my phone.
Despite the technician’s assurance that the spot caused by the heat would disappear once the phone cooled down, the spot has remained unchanged for over a week. Additionally, this damage has rendered the fingerprint sensor inoperative, eliminating my primary unlock method for the past four years. As a designer who relies heavily on the S Pen, the damage to the screen has also compromised its functionality.
I find it unacceptable that a simple battery replacement has led to such significant damage, especially when the fault lies with the handling and testing process at your service center. Despite explaining this to the technician, I was told that the responsibility for the damage lies with me due to the old battery, which I find unreasonable.
I visited the center again on May 24th, 2025 to hold the technician to his words when he said the spot on the screen was going to go away and this time he said there is nothing we can do and you have to replace the whole screen to take the phone back to its previous function which was perfect before I went to the repair shop.
