Dear Sir,
I have purchased a Samsung Galaxy S23 Ultra worth Rs.1.16 Lakh from Croma Retail, DLF Mall of India, Sector-18 Noida on 13th Aug 2023.
My ordeal began on the purchase of 2nd day of the purchase and then on regular basis and again more with the installation of OneUI 6.0 Beta Version 2 on my Galaxy S23 Ultra. I started encountering multiple issues, including USB cable detection problems, application sorting errors, non-functional AR Zone and Quick Measure apps, font installation failures, issues with Navi Star of Good Lock, malfunctioning Android Auto, slow charging, deteriorated camera quality, and backup and restore failures, among others. These issues have severely impacted my daily life and professional work, causing undue frustration and inconvenience.
Furthermore, my visit to the Samsung Service Center as well as abovesaid Croma Retail store yielded no positive results. The engineers were unable to resolve the issue, and their inability to provide a job sheet without device submission led to unnecessary delays in seeking resolution. The device has a severe hardware issue related to the USB port, which was identified during my visit to the service center. However, they have chosen to downgrade my device to the last stable version and have not acknowledged the need for a replacement because even after getting the device downgraded to stable version, the issues were still present.
It was not my fault that the service centres were not providing me with any kind of job sheet without submitting my device, and they already and intentionally utilized the 14-day return and replacement duration so that I would not be able to get my device replaced well within time. They always insisted on having the software re-installed, and for that, they didn't provide me with any job sheets. This issue was not at all fixed by the software updates; instead, the hardware of the USB port got worse day by day.
I want to express my deep concern and frustration regarding the poor product quality and unsatisfactory service experience I have encountered with Samsung, a brand I have been loyal to for many years.
I have been a dedicated Samsung customer for a significant period, having purchased and used multiple Samsung devices including Galaxy S6 Edge, Galaxy S8, Galaxy S9, Galaxy Note9, Galaxy Tab S6, Galaxy S21 Ultra, and most recently, the Galaxy S23 Ultra. Unfortunately, my recent experience with the Galaxy S23 Ultra, along with the subpar service I have received, has compelled me to reconsider my loyalty to the Samsung brand.
My initial attempts to seek resolution were met with unresponsiveness from the Samsung support team. Despite my repeated emails, the response was not only delayed but also lacking in meaningful solutions. This has left me deeply dissatisfied and disillusioned with the level of customer support provided by Samsung, a brand I had come to trust.
This continuous delay in providing a satisfactory resolution, combined with the inconvenience I have faced due to a faulty device, has pushed me to consider switching to another Brand now.
I must emphasize that I do not take this decision lightly. As a loyal customer of Samsung for many years, I expected better quality control, product support, and prompt issue resolution. However, my recent experience has left me deeply disappointed.
I urge Samsung to take immediate action to address my concerns. I request a satisfactory resolution to the issues with my Galaxy S23 Ultra within the next two days. Failure to do so will compel me to explore legal avenues, including filing a formal complaint with the consumer court.
I implore Samsung to treat this matter with the urgency and seriousness it deserves. My loyalty as a customer is hanging in the balance, and I hope that Samsung can rectify this situation and restore my faith in the brand.
Thank you for your attention to this matter. I look forward to a prompt and amicable resolution.
Sincerely,
Nikhil Jerath
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