This is my worst experience I have had with Samsung on the below issues. It seems like Samsung do not take the ownership of the issues and bugs in their product and pushing it away to customers.
I bought a Galaxy S24 Ultra from Samsung online store with S22 Ultra trade-in(SGD 410) and paid SGD 1600 plus in mid of October 2024. Received S24 ultra and I opened up the brand new box and started charging it before my first use as it was with 40% charge when it was received. To my surprise after charging completed I tried to disconnect but almost literally felt like I had hot water poured on my hand. Such an amount of heat felt on first time and I thought it may be due to first time charging and started using it but every time I use it irrelevant of any apps not just video, streaming, or any heat causing apps even simple surfing, reading emails etc heat is felt all the time.
Literally it was difficult to hold phone or kept in pocket. Raised a case with Samsung support they suggest me to go to Bedok Mall service centre for inspection. I listen to their advise and went. They ran some test for an hour and replied no issue with phone and suggestion given is not to use any apps or transfer data but just use it as phone and monitor. Did I pay such an expensive amount merely to use phone like a normal button phone, which is pathetic answer I expected from a service centre staff. However no one care to listen on heat issue and support is trying to say all are working fine. hence I escalated the call to Mgmt and someone remote in to my phone from support and no one able to measure the temperature of my S24 Ultra but bluntly looked at phone working condition and claim that its working fine.
I do agree phone functions are OK but trouble with the unit given to me is Heat which no one bother to check from that aspect during their troubleshooting steps. Even I offered to the officer that I handover the phone to him and you use it for 1 day so that he can witness and felt the heat from the phone. As this is an issue from day-1 and its not able to resolve by support team, I request for return and refund OR change it to diff unit. Since upon receiving the unit and issue is reported immediately on new handset, Samsung is obliged to exchange the unit.
In my case, Support team trying to convince and give so many steps to monitor and troubleshoot but heat issue never goes away. No one from Management is helping me to exchange this unit for me despite so much calls and repeated escalations. This is one of the worst experience on buying a brand new phone directly from Samsung and still suffer with faulty unit on arrival. Surprisingly this is Samsung's flagship product and its not cheap and cost SGD2128 and delivered with such a bad quality check.
I have been using Samsung S series since S6. S10 Plus, S21, S22 ultra and S23 and this is the first time Samsung take such quality issues lightly and trying to push away by using front end Customer service officers to convey the message "Sorry our Senior mgmt looked at your request and it got rejected". I wish to know who is such a senior management never bothered to look at genuine quality issues faced by customer and of course this is brand new from Samsung factory. How end user has to bear that low quality phone for such high price.
While handling this saga for new phone, old phone trade-in process kicked in where my S22 ultra was in mint condition. I cleared all my data and personal information and as per the trade-in advice from Samsung, night before collection of the device I did factory reset. But to my surprise after factory reset, I noticed a green line which is thinner than hair cant even notice unless you pay attention to it with full brightness. Hence the trade-in pickup person rejected it and told me can only trade in for 160 SGD instead of 410SGD. So my trade-in also didn't go through. Hence contacted Samsung to help as it was only after factory reset which is as per Samsung advise, since it was not my intention to downgrade the code to factory settings, otherwise with latest code it used to be working fine without any lines at all. As a vendor principal Samsung suggesting steps and if those steps bring in negative results then the vendor in this case Samsung has to fix it right?
Now Samsung simply replies that they cant refund/exchange my S24 Ultra for good working unit as well as can't repair my S22 Ultra. From the case history, you can realize that Samsung is not helping customer who is affected in both S24 and S22 ultra cases due to poor quality of the Hardware/Software. Now I regret that I should gone to Apple for my upgrade instead of going for this worst quality/faulty phones from Samsung.
Samsung simply try to push away the issue than looking at the issue so that it doesn't recur for other customers. As a principal owner of the product Samsung does not take the ownership of the quality issues as its only focusing to sell. I am asking other members to chime in to find out we as Consumers of products from Samsung what rights we have to make Samsung realize their quality issues. As I notice from other threads there are more cases of heat issues and green lines etc but always Samsung trying to reject the customer escalations.
Being as purchaser of a new phone and which is not working as expected upon delivery of the product, can I raise this case with Consumer Association? Since I felt after spending 2K on new phone delivered phone is not working as expected wish to find out what is the escalation channel (regulators, authorities) I can further appeal to since the seller in this case Samsung is not helping me in this case. Pls chime in and advise.
I feel days of Samsung Quality and professionalism are no more so may be its time for us to move to other OEMs who value their customers.
I have just had a similar bad experience with Samsung. Bought a new S24 Ultra and it have extremely weak signal strength. Been to Beddok Mall service center 2 times. The engineers konw of the issue and acknowledge it but it looks like nothing they can do except re-install the operating system and have me re-install all apps and data. The phone is either damage or based on internet searches has a signal issue which Samsung seems to ignore.
Precisely they find this as an escape mechanism to redirect us to service Centre even for the brand new phone issues. Why do we have to shuttle to service centers if we are paying 1000's of dollar and buying a phone which is not working as expected. Service centre guys are seasoned to give default reply nothing wrong with phone so the sales teams can reject our request. As per the 7 days return policy they should honour it if there is genuine issue with the new unit just shipped to either refund or exchange.
Hi, in this case, I would recommend reporting to CASE, since u have tried ur best to explain ur situation to Samsung, but they are ignorant of the seriousness of ur situation, which u may actually be scalded from the overheat. Go for it.
For this, I would like to see what the outcome is, whether Samsung Singapore will offer a free 1 time replacement for all affected users, which I think is the best solution to appease the mass.
In fact, I wish to see how many such users and phones are affected with phone quality on brand new units. Pls chime in whomever affected then Samsung will realize their quality issues.
