I’ve been a loyal Samsung customer for over a decade, but unfortunately, that journey ends today, and I feel compelled to share my experience with this community.
Back in 2013, I got my first Samsung phone—a Samsung Rex 60. It was my first-ever touchscreen device and the first in my family. I was over the moon. From that moment, I became a dedicated Samsung fan, choosing their devices no matter the budget constraints or competing options.
Fast forward to April 2020—during the uncertainty of the pandemic, I bought a Galaxy S10e from a second-hand market after a month of negotiations. It wasn’t easy, but my loyalty to Samsung remained unwavering. When it came time for my next upgrade, I didn’t even consider other brands, not even iPhones, despite having the budget for an iPhone 12.
In December 2022, I bought a Galaxy S22+, my most expensive purchase to date. I paid ₹52k—an investment that was more than what I’d spent on my laptop. My parents questioned my decision, but I defended it, believing in Samsung’s premium experience and service.
However, things started to go wrong soon after. Just two days after purchasing the S22+, I noticed a green ring around the front camera. I initiated a replacement request, but before it arrived, the ring disappeared, so I canceled the order. I moved on, believing it was a one-off issue. I even recommended the phone to several friends, and some of them bought it based on my suggestion.
In February 2023, I was involved in a minor bike accident that damaged the back glass of my S22+. Since I was already on a tight budget, I planned to get the back repaired later. Unfortunately, this decision turned out to be a big mistake.
A few weeks later, a green line appeared on my screen without any external cause. The phone had been sitting on my desk when I noticed it. I hadn’t dropped it or done anything unusual. The only change I could think of was that I had recently updated to One UI 6.0. After visiting the service center, they confirmed that many users had reported similar issues after the update.
I was hopeful when I reached out to Samsung’s customer support and explained everything, including the pre-existing physical damage. I even provided all the necessary proof. But unfortunately, my case wasn’t considered because the S22+ wasn’t covered under the green line replacement policy.
Despite my multiple attempts through different channels—emails, phone calls, and even trying to escalate through the community forums—I kept hitting a dead end. It’s been months of back-and-forth with no resolution, and it’s taken a toll on me, both mentally and physically.
After 10 years of loyalty to Samsung, I’m left heartbroken. I never thought I’d say this, but my time with Samsung is over. I won’t be purchasing any more Samsung products, and I’ll make sure my family doesn’t either. Losing trust in a brand you believed in for so long is a tough pill to swallow.
To the community, I hope my experience serves as a cautionary tale. I wish future customers receive better service and care than I did.
As always, “Customer is King.” Losing customer trust is where the downfall begins.
