Model Samsung S23+, which is your so-called flagship phone.
I have already raised a complaint, as mentioned twice, but there has been no response. I experienced the problem of the phone hanging while using it. I visited the service center a month ago, stating that there's a problem with the facelock and the phone hanging. However, they diagnosed it using their software and said there's no issue. But I continue to experience the problem frequently, and they are saying, "We'll only know if it happens through diagnosing the phone." So, they haven't believed me and asked for proof. Even yesterday the device got more heat, I switched off the device then. Three days ago, my phone hung while I was near the service center. Since I usually travel without restarting the device, I directly visited the Samsung service center in "Tirupur" with the hung phone. They considered my issue and said they need to flash the phone, take a backup, and then repair it. I agreed to the flashing. However, after making me wait for 45 minutes, they said they don't have the software update for the phone. They claimed to be downloading it, citing slow network, and asked if I could come back tomorrow. I agreed and visited the next day, only to be told that there's no current and no power backup. They asked me to come back again tomorrow. I visited the following day and surrendered my device.
By evening, I received a call informing me that they flashed the device and found an issue with it. They suggested that if I'm okay with it, they will open it to check the hardware, repair it, and claim it under warranty. However, I have been facing this issue since the day of purchase, and I visited them within a week of purchase. I believe it's a defective device, but they are asking me to claim warranty instead of providing a replacement. They mentioned a rule that replacement requests should be submitted within 14 days. However, when I visited them within a week, they said there's no proof of the error, even though I was experiencing the same issue that day. They justified this by stating that their camera-based face recognition is not like iPhone sensors, implying that it works differently, you couldn't expect to that level., Is this a customer care respond??
I pointed out that my 15k Vivo secondary phone, which is 4 years old and also has a camera-based face recognition system, is working properly. Unlike the S23+, which is defective and not even functioning at a basic level. Only after I showed them a screen recording of the hung device did they agree to acknowledge the hanging issue. It seems even their diagnosing software is flawed.
After I requested a replacement, they asked for 1 hour to examine it and then called me back saying the device is perfectly fine. This raises the question: If we agree to claim warranty, suddenly the device has a problem. But if we ask for a replacement, the device is miraculously okay? Eventually, they admitted there's a fault, but they couldn't make a decision and told me to contact customer care. This leaves me wondering why these individuals are working at the service center.
I have tried my best to explain my point, but they haven't resolved my problem or provided a proper response. I have all the evidence to support my case, and I am requesting a replacement. From the day of delivery, I have had a terrible experience. The expected delivery date was July 3rd, but the device wasn't dispatched until that day. I raised a complaint, and I received a call from them stating that there's no stock for the device. They asked for 2 more days, which I agreed to. The product was finally received on July 5th, but it also had significant defects. It appears they delivered a faulty device to compensate for the lack of stock.
"I need a replacement."
