Today I paid full for a S25 Ultra 1TB at Samsung Store in Ipoh Parade, Ipoh.
Sadly, they opened the box without my permission and they insist saying it is for "warranty registration".
I reject to accept the item and when we talked to customer service, it is said that it have to be investigated and I cannot get a new sealed box at the moment.
The imei & SN is already sticked to the box. Why need to switch on the phone?
If this is a standard procedure, then what is "unboxing experience" left? Very disappointed.
I understand your disappointment - the unboxing experience is an important and personal moment, especially when purchasing a premium device like the S25 Ultra 1TB.
At some Samsung retail stores (especially in Malaysia), it is a common practice for staff to open the box for purposes like:
• Warranty registration and verification of the IMEI and serial number.
Initial device inspection to ensure there are no defects before handing it to the customer.
However, best practice should always include getting the customer's permission first before opening. It's unfortunate that this wasn't properly communicated to you.
You did the right thing by escalating the matter to Samsung's customer service. It's now under investigation, and if the process was not handled according to Samsung Malaysia's standard, you may be eligible for a replacement or compensation.
Hopefully, they will resolve this quickly and fairly for you.
Bro you buy it so they unseal for you not making you trouble that is official certified store that's common they need to take out phone to active it ,the phone must be online not imei in the box that is confirmation only .
I know, right? Samsung Malaysia is really odd with their practices. This only happens with purchases made through Samsung Official Stores, including their official online store. They even mention in the purchase details that they will intentionally tear the seal on the box before shipping for "verification" purposes. Honestly, verification and warranty registration at the cost of ruining the unboxing experience? It makes no sense.
After experiencing this myself when buying from the Samsung Official Store, I decided never to purchase directly from them again. When I bought my S24 Ultra from SenQ instead, the experience was completely different. They handed me the sealed box without tampering it, asked me to verify the storage and color I ordered, and that was it, simple and respectful.
This forced "Warranty Registration" process by Samsung Stores is just ridiculous.
