I recently purchased a Samsung Galaxy S25 Ultra from the Samsung store in Dubai Mall, and ever since the day of purchase, the phone has been randomly restarting.
I returned it to the same store, where the team reinstalled the software, but unfortunately, the issue still persists. According to Samsung, there’s nothing wrong with the device, and I was told that this kind of issue can “sometimes happen.”
However, I’m finding it increasingly difficult to rely on the phone with basic issues such as alarms that I miss in the mornings because I need to log into my phone with a pin after a restart.
Do you have any advice on how to resolve this issue? I would greatly appreciate any help, as I need a device I can depend on.
It sounds incredibly frustrating to have a brand new flagship phone with such a persistent and disruptive issue, especially after the store claimed to have resolved it. Here's a breakdown of advice on how you might proceed: 1. Document Everything: * Keep a detailed log of every time your phone restarts. Note the date, time, and what you were doing (if anything) when it happened. * Retain any documentation from your visit to the Samsung store, including the receipt and any paperwork related to the software reinstallation. 2. Escalate Within Samsung: * Go back to the store: Explain that the issue persists despite the software reinstallation. Insist on speaking to a manager or a more senior technician. Clearly state that the phone is not functioning as expected for a new device. * Contact Samsung Customer Support directly: Find Samsung's official customer support contact information for the UAE (usually available on their website). Explain the situation, mentioning that you've already been to the store and the problem wasn't fixed. Refer to your documentation. * Request a replacement or refund: Since the software reinstallation didn't work, you have a strong case to request a replacement device or even a refund. Emphasize that a phone that randomly restarts is not fit for purpose. 3. Understand Your Consumer Rights in the UAE: * The UAE has consumer protection laws that safeguard your rights when purchasing goods. You have the right to receive a product that conforms to the agreed specifications and is free from defects. A phone that randomly restarts likely violates these rights. * Familiarize yourself with your rights under the UAE Consumer Protection Law. You might find information on the website of the UAE Ministry of Economy. 4. Explore Other Options (If Samsung Doesn't Resolve It): * Contact the Department of Economy and Tourism (or equivalent consumer protection agency in Dubai): If Samsung is unwilling to provide a satisfactory resolution (replacement or refund), you can file a consumer complaint with the relevant government authority in Dubai. They can mediate and help resolve disputes between consumers and businesses. * Online Forums and Communities: While not a direct solution, posting about your experience on Samsung community forums or other tech forums might connect you with other users who have faced similar issues or offer potential workarounds (though for a new device, you shouldn't need a workaround). Key things to emphasize with Samsung: * The phone is brand new and has had this issue since day one. * The software reinstallation did not fix the problem. * The random restarts make the phone unreliable for basic functions. * You expect a new, premium device to function correctly. Don't give up! You have purchased a premium product and have the right to a functioning device. Be persistent and calmly but firmly advocate for a resolution.
