Subject: Formal Complaint - 21 Days of Deception, System Fraud, and Privacy Breach by Samsung UAE

[Belal_UAE]

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To Samsung Global and Samsung Gulf Management,
I am writing this to expose the unprofessional and fraudulent behavior of Samsung Support and Eros Group in the UAE. My device (Case #7390128) has been held for 21 days (since Feb 22) with zero resolution.
1. The Disappearance & Privacy Breach: My device actually DISAPPEARED from their system for 3 full days. No one could track it. This is a massive security and privacy concern as the phone contains my wife’s private photos and personal data. This level of negligence is unacceptable!
2. The Maintenance Fraud: To avoid accountability for the massive delay, the service provider has been CANCELLING my maintenance requests in the system (specifically on Feb 22 & 25) without my knowledge. They are manipulating records to reset the "repair timer" and hide their failure from the authorities.
3. Family Impact: My wife has been without a phone for 3 weeks, causing significant distress. As a customer on a tight budget, I cannot afford this level of incompetence and lack of transparency.

[TimonN]

This is serious issue. Hope someone from Members Admin team have look and escalates to get it resolved for you.

[AdamLash]

There is a very important feature that you MUST activate before you submit your phone for servicing which is called "Maintenance Mode". When enabled, it creates a temporary isolated user account that gives technicians full access to the phone's functions without exposing any of your personal data, including photos, messages, or app accounts. Once you get your phone back, simply disable it, and the technician's session is completely wiped, restoring your device to its normal state.

[AdamLash]

I wish I knew about it before. It is the ultimate privacy protection for your phone.

[Samsung_specialist]

Thank you for contacting Samsung and for sharing your concerns.

We sincerely apologize for the inconvenience caused and understand how frustrating this situation must be. Please note that service requests and repair cases are handled by the authorized service provider, and the case status may vary depending on the inspection process and service procedures.

To ensure that your concern is reviewed and handled appropriately, we kindly recommend contacting us through the following page and selecting the relevant support option so the responsible team can review your case details and provide you with an update:
https://www.samsung.com/ae/support/contact/

We appreciate your patience and understanding.