Samsung Electronics Co. Ltd — Galaxy S4 - Warranty/Repair Complaint

Hello, I would like to express my great disappointment in the Samsung warranty/repair system. It is my first high-end Samsung smartphone and I’m sincerely outraged by the way you’re processing a faulty phone. I’ve owned a few smartphones (HTC, Sony, Nokia), but never had any issues with them. The reason for this e-mail is very simple. Let me start by asking: is it normal, for a phone of 650€ (called ‘High-End’ segment), to pay for the shipping and just wait 2 weeks to receive the repaired phone back? Not even a replacement phone is given, nor an explanation. Even shipping back the phone is done without tracking number and the package is simply 'dropped' into the door-mailbox (so which fell onto the hard ground!). Here are a few examples of what other well-known companies are doing to help their customers 1) Apple Ipod Touch (400€) -> wifi not working after IOS upgrade : registered online -> 1 day later, received packaging box, same day pickup -> 2 days later : brand new Ipod 2) Huawei Smartphone (250€) -> screen issues : 1 phone call -> home pickup (same day) -> 3 days later : repaired phone Is it normal for an 8 months old smartphone not to turn on after a charge? Being an IT engineer, I’m depending on my phone for my contacts, e-mails, calendar and much more. So, you can imagine my distress! The Galaxy S4 is a wonderful phone, if working. All the productivity you can get out of this phone is amazing. I even recommended it to clients of mine. But after this awful service experience I’ll have to rethink this idea. Let me reiterate my complete displeasure towards your customer ‘care’ services. I can only hope you will rethink this process urgently for you so called ‘high-end’ business. Sincerely, Davy S.