Dear Samsung Support Team,
I was thrilled to begin my journey with Samsung and recently purchased the flagship Samsung S25 Ultra on February 12, 2025.
After investing in a premium device like the Samsung S25 Ultra. However, within two months, I encountered a camera issue in the ultrawide angle, leading me to submit the device to your service center. As a resolution, I received a replacement on May 9, 2025.
Unfortunately, within just 2 Weeks, I have discovered multiple defects in this replacement unit. Specifically:
- Black DOT Dead pixel near the front-facing camera (display issue).
- Severe overheating during normal usage (Ambient temperature: 35°C Using AI-driven gemini live video, within 20 to 30 minutes of uses stop working due to overheating despite the device being marketed as AI-driven / -
- Fast charging failure when charging in daytime conditions office environment).
These defects are significantly impacting my user experience and raise concerns regarding the manufacturing quality of this model. Given that my first device only had a camera issue—while the replacement suffers from multiple manufacturing defects- Due to these multiple defects, I have re-submitted this device to the Butwal samsung service center for further action on May 29, 2025. Given the circumstances, I am requesting the following:
- A brand-new device replacement free from any defects, as repeated hardware defects are unacceptable.
- Alternatively, the return of my previously original unit , which only had a single camera issue and was more usable than the current defective device. I would rather use that one than using this hot oven and display defective device.
Important Note: I kindly request that no hardware repairs attempt be made to repair this defective device without my consent, as a manufacturing defect is not my responsibility to fix as these defects appear to be manufacturing-related, not user-induced. I expect Samsung to address this matter swiftly, ensuring that I receive a properly functioning flagship device without additional inconvenience.
Please provide an update on how you will proceed. I request a prompt and appropriate resolution to this matter. As a loyal customer who invested in a flagship product, I expect Samsung to uphold the standards of quality and customer care.
For reference, I have attached screen recordings and supporting files demonstrating these issues and I specifically request that you review the timestamp at 05:07 in the attached video, where the issue is encountered. I expect Samsung to address this matter promptly and ensure I receive a properly functioning flagship device.
Please provide an update on how you plan to proceed.
Best regards,Thank You
Nepal
Cell: +977-9811971424
WorldLink Communications Limited
