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.

[TeamGalaxyRene]

Hello dtnarra,

We are sorry to hear about your unpleasant experience, expecting your beloved new Samsung Galaxy A54 to work as normal as it should. As well as your unpleasant experience with the service center when you brought it for troubleshooting after your unsuccessful attempts to have it solved through a system reset and we apologize for the inconvenience it caused you.

Assured that it is not the experience we want you to have as we are ready to listen more of your experience, suggestions, and feedbacks that will helps us improve our products, apps, and services towards enhancing the Samsung Galaxy experience for all  Please do call us on the below hotline numbers, so we can further assist you.

#GALAXY or #425299 [Mobile Phones & Tablets]

Available 24/7

1-800-10-7267864 [All Product, Toll Free, PLDT]

1-800-8-7267864 [All Product, Toll Free, Globe]

842 221 11 [All Product, Landline]

Daily (8:00am to 8:00pm)

Stay safe and have a nice day ahead! Thanks for contacting Samsung.

[dtnarra]

what's the best thing you can do? I just want my device to be replaced by a new unit, nothing more. but it seems too difficult, too many contacts to call, too many appointments to do but I always end up with nothing. here's are some screenshots of latest restart problem, there are time that the phone will restart but won't display a report.

[summeRamirez]

I believe our local retail laws state that only a maximum of 7 days is allowed for defective devices to be replaced. But your unit should still be covered by warranty. Hence the repair should be free. I don't agree with how the employee made it seem like it's you who caused the issue. Please bring it back to get it repaired, or maybe try another service center. Then let us know here what happened so we can try helping out.

[JM0801]

I also have a bad experience with samsung a54, my phone is restarting mostly when i use the camera app, the customer service 1st troubleshooted the device witj reprogram but it didn't fix the issue so they replaced the device but the new device also has the same issue

[JM0801]

I cant believe that its a new phone with the same issue