Subject: Disappointment with Samsung's Quality and Customer Service
I regret to say I am writing to express my utmost frustration and disappointment with Samsung’s treatment of its loyal customers. I have been a dedicated Samsung customer for over 10 years, purchasing more than 10 flagship devices for myself and my family, along with over 60 Samsung products in total. However, the recent experience with my Samsung Galaxy S22 Ultra has left me questioning whether Samsung truly values its long-term customers.
Two years ago, I purchased the S22 Ultra, Samsung’s premium flagship, directly from your Middle East website for almost 6,000 AED. The phone served me well until about a week ago when, following a routine software update, the screen suddenly began to malfunction. The brightness flickers below 25%, dark mode becomes unusable, blacks get washed out and cloudy, and within days, a white line appeared across the top of the screen. This rapidly worsened into a black line and a black spot on the corner. Mind you, there was no physical damage to the phone – no trauma, no signs of abuse. The phone was well-maintained with nothing but minor scratches from normal wear and tear.
Despite this being a clear defect, I was told the warranty had expired just 6 months ago and that I would need to pay 800 AED for a screen replacement. I find this absolutely unacceptable for a flagship product that should demonstrate better build quality. If your premium devices are prone to such issues, why not inform customers upfront instead of advertising them as cutting-edge technology?
What’s worse is that this screen issue is widespread across the region. Samsung India has even acknowledged the problem and is offering free screen replacements, yet here in the UAE, it feels like Samsung is taking advantage of its customers by charging outrageous repair fees for a defect that is clearly your responsibility. Is this fair?
After enduring this frustrating ordeal, I had no choice but to switch to an iPhone 16, despite my long-standing preference for Samsung. The data transfer was agonizing, and this entire experience has been nothing but a painful reminder of how Samsung’s customer service is deteriorating. The fact that I had planned to upgrade to the Galaxy Fold 6 but now can’t even recommend your products to others speaks volumes about how poorly this situation has been handled.
As a tech professional, I often advise people on their tech purchases, and after this experience, I will never recommend a Samsung device again. I have stood by Samsung for over a decade, but this treatment has shown me that loyalty to your brand means nothing.
Thank you for turning a loyal customer into a former one.
Link to other Similar Posts:
https://r2.community.samsung.com/t5/Galaxy-S/Facing-display-issues-on-your-Galaxy-S22-ultra-after-so...
Images from another user in India Region.
