SAMSUNG S21 FE

Good day

I trust that you are well. I wish to say the same about myself but my life has been turned into a nightmare with my phone. I bought my phone the Samsung S21FE cash on the 24th of November 2023 at Incredible Connection Wonderboom. I bought this phone with so much excitement because of the features that I thought it would come with and enhance my life to the better. I did not know that I was buying stress in my life with my own money that I worked so hard for. I am so disappointed and very much angry with how my phone repairs have been dealt with.When I bought that phone from the beginning , it gave me a problem. The phone was putting itself on silent however when you scroll it is indicating it is on Sound. This resulted in myself missing important calls in my livelihood. This created a very bad imagef for me towards my family, friends, colleagues and everyone who was calling me.At first I thought it was myself putting it on silent and forgetting until I realised that this was a problem as time went by because I kept on missing important calls.

I booked the phone at Incredible Connection Wonderboom on the 8th of March 2025 because it was now unbearable and this phone is purely new.I was told that my data will be erased because they will want to investigate the problem on my phone.On the 20th of March 2025 at 11h44 I received a phone call from Samsung The Grove from a guy. The guy said to me that he turned my phone on and everything is working fine, it is also charging and on his side he wanted to understand what was the issue from the customer themself. He further told me that the first thing he noted about my phone was that it was almost full. The internal space of the phone is 128GB and my information on the was at one hundred and something gigabyte and he said that might cause my phone to malfunction. I further told him that it cannot be that because those problems started occurring from the beginning after I bought the phone and my information that time was still very low and I was ONLY using it for phone calls and photos in the beginning. I further explained that I have been using a Huawei P8 lite phone from 2019 and still date to which was the same phone he was phoning me at and that phone has never given me such problems. I was perplexed at what the guy was saying over the phone.I further asked him if my information was still on the phone and he responded by saying yes.I directed him to a screenshot video which shows the problem. He said he understood the problem and he was going to phone to give me further details on the next step. He never phoned me again.

Today I went happily to collect my device only to find out that the back cover of the phone is scratched baldly. I was so mad that I nearly cried and I lost my senses for a few minutes.The day I bought my phone I made sure before it left the shop it had a strong cover and a screen protector installed at the shop. I don't have a child myself who will be busy playing with my phone so it was STILL BRAND NEW when I booked it in on the 8th of March 2025. I will not accept a phone that seems like someone has been using it all this time.I am so disappointed and regretful with every fiber in my body since I bought that phone on that day. I have the following questions though and would like them to be clarified....

1.Why did the guy from samsung say the problem is because of the space. Samsung is saying the phone will be able to hold information up to 128GB why does he say it will malfunction if its has information around hundred and something Gigabyte even before it gets to that space that Samsung says it will be able to hold, mind you the reason i bought that phone it was also because of the capacity (SPACE) it can withhold.Did you write it somewhere where I can refer as customers that I must put this much information if its space is 128GB in order for the phone to function thoroughly? What I can say is that Samsung is de*****ing me as a customer.Please explain to me where is the link between the space of the phone and the Sound? I would also like to have a copy of the recording of the phone call that proceeded on the 20th of March 2025 as I want to take this matter further.

2. I was told that my phone information will be erased and all stuff which also caused a delay on my side to book this phone from the beginning as i was trying to transfer information to my old device the Huawei from 2019 which is still brand new.Today i looked at my phone it still has pictures and everything.I take so much pride in taking care of my things. My back cover of my phone did not even have a mere single scratch when I booked it in on the 8th of March 2025.Today it had a lot of scartesches and some oils.It's even dirty and I will not accept it.That phone cost me R10 999, my hard earned money and cash not on credit. I took care of it all this time. Now it goes for just 21 days for repairs and comes back with that , NEVER totally unacceptable.

3. I paged through the job card at Incredible Connection Wonderboom and tried to find out what Samsung The Grove found as an issue. I did not find anything. Can you furnish me with the detailed job card about what Sasmung found that was an issue and what they do because I'm perplexed? I don't want to make assumptions but where I stand it seems like someone has been using my phone that is why it has all these scratches?

4. I also inspected the box of the phone and it was also damaged.Why is that?

5. Currently the phone is at Incredible Connection Wonderboom and not going to accept it.

In conclusion I have followed the rules of this phone by returning it when it gave me problems but it seems as if I am taken for a ride and you dont respect me as a customer. You have failed to fix my phone and make sure everything is in order. I WANT A REFUND.

Kind regards Tolla Lerato