Samsung just sold me a DEFECTIVE GALAXY A54 and doesn't want to replace the unit

[dtnarra]

I recently bought my Galaxy A54 just a month ago. Auto-restart and auto-shutdown issues were already occuring right after I bought the device. At first I thought it might be an automatic response for app updates since the device was new, however, the problem became apparent as the issue occurs more frequent. So I went to the customer service for them to troubleshoot the issue to which they eventually tried to solve it through a system reset. The system engineer told me that in case the issue happened again, they shall replace the device and provide a new unit. But for not so long, the problem resurfaced. So for the second time, I went to the customer service (and it's a struggle for me to travel to the Samsung store since I'm working and the shop is far from where I work), at that time I was already demanding for a new unit just as what the engineer told me. But the another agent told me that they will not replace the device because it's part of their policy. Worst, they told me that I should've downloaded apps, such as Minecraft, for it might have caused the issue. And that's straight up gaslighting. Is it my fault that I've downloaded such an app? If they havr told me before that this devicr cannot handle such app, then I should've not bought this A54 model. And since the distributor doesn't want to replace my unit, I am forced to use this expensive but defective device. This is the worst experience I have with Samsung. I am a loyal Samsung user since the glory of Corby. But soon, I might change brand because of unfair policy and poor service.

[Bern2Hell]

Sorry to hear, hopefully a moderator can assist you. ❤️

[butete]

@TeamGalaxyRene

[summeRamirez]

I'm sorry to hear about your experience. I have a few questions so the community can help you:
1. Have you tried uninstalling Minecraft to see if it really causes the issue?
2. Where's the location of the service center in question?

[dtnarra]

1. Yes, but the issue still occurs
2. Samsung store in SM Megamall, Mandaluyong.

Just last night, the phone restarted again. Here's a recent screenshot of the issue.

[summeRamirez]

So if you've already uninstalled Minecraft then that means this app is not causing the issue. A few follow-up questions:
1. Where did you purchase the A54?
2. Was the unit bought as brand new or was it second hand?
3. Did you get the name of the person who claimed Minecraft is causing the problem?

[dtnarra]

1. I purchased it in a Samsung store (JAN BC mobile is the authorized distributor) in a mall here in the Philippines. I have the receipt.
2. It is brand new.
3. I forgot the name of the system engineer.

Here's the purchase receipt and receipt of the repair service of the system reset.

[dtnarra]

the phone was just purchased last May 20. didn't exceed a month but they already refused to change the unit. and the service engineer's language seems to point out that I am the one at fault for downloading an app after the system reset. It's too hopeless to talk to them, so I just went home fully disappointed.

[fruit_user]

Unfortunately, they will only replace your unit within 7 days after you bought the unit. After that, they will only try to repair it but not replace the unit.

In some special cases, maybe they can replace the unit but I don't know what the terms and conditions for that to happen.

Try to check Software Updates and if there is an update available, try to download and install it as it may fix your issues.

[dtnarra]

yea, it's so unfortunate. and how I see it basically, if a customer bought a product and it doesn't work as how it is supposed to work, it becomes the customer's fault. I've been in their customer service station twice, and apparently, it's now my burden to make time and resources to fix the unit in just 3 weeks after the purchase. The inconvenience is greatly disappointing.