I am writing to formally to create public awareness regarding a newly purchased Samsung phone that has shown signs of overheating during normal use. Despite my efforts to resolve this through Samsung Singapore’s support channels, I have encountered unsatisfactory service and a lack of accountability.
After reporting the issue, I was only offered a repair under the warranty terms, despite the phone being new and clearly defective. I requested a 1-to-1 exchange, which I believe is a fair resolution for a premium device showing early signs of malfunction. Unfortunately, my request was denied, and my follow-up emails have since been ignored.
I also attempted to escalate the matter by emailing the Singapore CEO’s office (Reference number : #269798599, #269798713, ), but the response was redirected to a general office team that did not address the seriousness of the issue.What’s even more alarming is that a representative named Kathy explicitly stated that no matter how far I escalate this issue, the outcome will remain unchanged—Samsung will not replace my defective phone. This rigid and unreasonable stance is unacceptable.
As a loyal customer who has invested in Samsung’s premium products over the years, I find this experience deeply disheartening. I expected better. I am now seriously reconsidering my trust in the Samsung brand.
As a long-time Samsung customer, I am deeply disappointed by this experience. I am reaching out to your head office in hopes that this matter will be taken seriously and reviewed by someone with the authority to act. I believe this situation reflects poorly on Samsung’s brand and customer care standards in Singapore.
I am sharing this publicly to raise awareness. Consumers deserve to know how Samsung handles legitimate complaints about defective products. If this can happen to me, it can happen to anyone.
i am not sure what is your scope of normal use is like.. as well as the temp for overheating. also inventory management wise, not a lot of companies are doing 1-for-1 replacement. the company I came across doing this is Sony and the product that is replaced is actually partially refurbished at best. In such case, I rather get it repaired because at least the component is new and the rest of the components remain new (as your shared to us that your product was newly purchased)
Loyal customer or not, give this idea up in modern era. for the past 8 years, I bought Note20 Ultra, S21 Ultra, S23 Ultra, Tab S4, Tab S8+, Tab S10 Ultra, 2x A52 (for my parents), A16 (for my kid), Watch5 (free unbundled from S23 Ultra purchase) Watch7.. 10x SmartTag, TV, Washer (7kg) -and-Dryer, Fridge.... so it doesn't really matter to be honest
