After sale support

I am reaching out to express my deep frustration regarding the after-sales service I have received for my Samsung Galaxy Z Flip 5, which I brought to the Samsung store in Canal Walk for repairs due to the screen protector peeling around the crease area.

My concern is not with the advertised durability of the device but rather with the poor communication and handling of my repair request. Given Samsung’s reputation as a leading technology brand, I expected a far more seamless and professional experience. Unfortunately, the lack of communication and follow-through has significantly impacted my perception of the brand.

On January 20th, my device was booked in, and I was given the option of fitting a generic screen guard or having it replaced under warranty. Since there was no physical damage and my device is less than 24 months old, I was assured I would receive a call within 5–10 business days. However, after seven business days, I had yet to receive any update. A simple courtesy call on the 5th business day to inform me of any delays would have made a significant difference, yet no such communication was provided.

On January 29th at noon, I called the store for an update and was told I would receive a call back as the technician was unavailable. By 3 PM, with no response, I drove to the store, only to be told I should have received an SMS—which I had not. Strangely, after leaving the store and running errands, I finally received an SMS stating my device was “Ready for Collection.” However, upon returning, I was informed this was an automated message from the service center and that my device was not actually available for pickup.

Hoping for a resolution, I returned on January 30th, expecting my device to have arrived. However, it was still not in-store. I spoke with the assistant manager, who understood my frustration and made an effort to assist me, which I appreciated.

On January 31st, I finally received a call stating my phone had arrived. However, upon inspection, I was shocked to find that no repairs had been made—the screen remained untouched. When the team contacted the service center, they were abruptly told that the issue was now classified as “cosmetic damage,” meaning I would need to remove the existing film and pay for a generic replacement. Given that it took nine business days to provide me with this decision, without prior communication, I found this completely unacceptable.

While I appreciate the store staff’s eventual efforts to take ownership of the situation, this entire experience has been frustrating and unnecessarily complicated. Improved communication, training, and a more customer-centric approach are essential, particularly for premium device owners who expect service that reflects the quality of the brand.

As a former technical consultant at an iStore, I know firsthand the value of excellent customer service, and I had always held Samsung in high regard. Unfortunately, this experience has made me seriously reconsider my loyalty to the brand. I sincerely hope Samsung can address these service gaps to prevent similar frustrations for other customers.