[Resolved] Samsung India — sd card data encrypted on c9 pro cannot be decrypted on same phone

Pratyushk1.0

from Nagram, Uttar Pradesh

Address:

Jaipur, Rajasthan, 302021

I encrypted my sd card on samsung c9 pro but had to factory reset the phone due to some reason not knowing then that i was supposed to decrypt the sd card before factory reset. Now i'm not able to access any of the files on the sd card post factory reset.

At the time of data encryption or factory reset there should have been a disclaimer that the data would be lost if the factory reset is done on a phone with encrypted sd card, i've lost valuable pictures and other property documents of the last 4 years due to this reason and now i don't know where to go.

I'm getting the error message that the same phone is needed to decrypt the sd card which was used to encrypt it, but this is the very same phone on which the sd card was encrypted, still i'm getting this error message. The button to decrypt the card has been greyed out as per screenshot provided, i have also provided the software and phone details in the second screenshot.

Already reached out to the local samsung service centre in jaipur but they are saying that they can't decrypt or recover data from sd card. Can't believe that a 38000 rs phone is giving me so much of inconvenience and that too from a big brand like samsung.

I feel let down by samsung due to this nonsense.

Pratyush kumar
[protected]
Pratyushk1.[protected]@gmail.com

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Dec 23, 2017

Complaint marked as Resolved

Samsung India customer support has been notified about the posted complaint.

Verified Support

Nov 20, 2017

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd

Nov 21, 2017

Updated by Pratyushk1.0 Your Customer Service Team called me up and made me visit 3 different service centres in Jaipur within 3 days, extremely shocking to see that the so called technical team at these service centres don't even know the basic concept of data encryption and decryption and wasted my time by asking irrelevant questions. They finally said that they would not be able to provide a resolution for this issue.

Extremely frustrating to see this kind of after sales support from Samsung for a phone which costs 38000 Rs and under warranty.

Nov 25, 2017

Updated by Pratyushk1.0 As requested by Pradeep, once again I've visited the service center today evening and requested the service center to accept the handset but they refused to do so, mind you this was the third time that I was visiting this very service center.

I even called up the manager of this service center but he said that he won't accept the handset no matter what.

Since this was the third time that I was visiting this service center (30 Kilometer from my home), I really wanted to handover the handset to the service center as advised by Pradeep but they were very adamant. It turned out to be an argument and after that I was shocked to see that all the service center employees ganged up against me and started abusing and got into a brawl.

Name of the service center where this brawl happened today around 5.15 PM is 'Virasat Communication' & name of two employees who hurled abuses and threatened to hit me with a chair are as below.

Manish Singh
Shubham Gupta

I would request Samsung to take stern action against these two employees so that what happened with me today doesn't happen with any other customer.

It is absolutely shocking to see that Samsung franchisee/Service center people don't respect customers and the core Samsung values.

I've shot a video of the entire incidence and can share with you people, what's even more unfortunate is that I was accompanied by my wife who is currently pregnant with our first child and was subjected to all the stress due to this.

Pradeep once again made a fool of me by unnecessarily making me visit the service center without even having a word with its manager. Even last time I told Pradeep that the service center is not accepting the phone but still he insisted that I visit the service center once again and handover the phone.

Even from the service center I've sent 15 text messages to Pradeep and requested him to call me back but he didn't bother.

Is it a crime buying a Samsung phone worth 38000 and asking for service as it's still under warranty?

I'm initiating campaign against Samsung on Facebook and other social portals due to today's incidence.

I feel let down as a customer and also feel cheated by Samsung by making me go through all this nuisance.

Thanks
Pratyush Kumar