Dear Customer Service Team, I recently ordered a brand-new Samsung Galaxy S24 Ultra from your e store and received the package today. However, upon opening the box, I discovered that the device appears to be used, not new as expected. Here are the issues I encountered: 1. Missing Protective Film– There was no peel-off sticker on the front screen, which is typically present on new Samsung devices. 2. Fingerprint Marks– The screen had visible smudges and fingerprints, further indicating prior use. 3. Failure to Power On– The phone did not start immediately as a new device should. After connecting it to a charger, it took 4-5 minutes to boot up, which is unusual for an unused phone. Given these observations, I believe I was mistakenly sent a used, refurbished, or display unit changed, instead of a brand-new phone. This is unacceptable, as I paid for a new, sealed device. I request the following resolutions: - A replacement with a genuine, new S24 Ultra in sealed packaging. - A prepaid return label for the current unit. - Confirmation of how this issue occurred to prevent future discrepancies. Please provide instructions on how to proceed with the return and replacement process at your earliest convenience. I look forward to your prompt resolution. Best regards, Bilal Altaf
