A PHONE JUDGED BY IT'S COVER

On the 28th November 2021(Sunday) I booked my Samsung A52 at my local Telkom store as I found my phone to be annoyingly slow and at times inoperative. On the 29th(Monday) I received an SMS to confirm my phone had been sent in. On the 1st of December (Wednesday) my device was allocated to the repair centre. A Repair request was received on the 2nd(Thursday). On the very same day (2nd of December) I was messaged to accept the estimated repair cost. Worried and concerned I contacted my local Telkom store to find out more information. To my surprise on the 3rd of December I received a message that my quote will be over R3000. I was then called by an agent with regards to payment.

I was told that because my phone screen has a crack on the very top left corner that the device was deemed out of warranty. I told the agent I do not need the screen repaired as it does not hinder my use but I need the phone complaints attended to and I was refused unless it was paid for . I use this device often when I work.

My complaints were as followed: 1) Finger print scanner does not work efficiently and correctly even after resetting. 2) Facial recognition is not used as it is ineffective. 3) When connecting a Samsung original charger its shows 14 to 24 hours to charge at times, fast charging does not work any more. 4) Battery on a few rare occasions can drop from 100% to 35% within a half day with limited use. 5) Flash at times has sporadic flashing. 6) Apps and different applications take 3 Seconds to respond, by this time I have already tried three different actions and so delayed hangtime 7) Camera application is very slow between any options. 8) The speaker phone is so unclear that when ever it is used only distortion is heard on the opposite line ( a complaint I had forgotten to add)

I was further told that the screen is replaced in the refurbishment. I still insisted that was not needed. My disappointment lies with Samsung , my device is about 8 months old ,I have always had a tempered glass screen protector ( not the flimsy and weak plastic tape provided with my device) and full back and front phone case(a cover that opens and closes like a wallet). I have had problems with my phone over the 8 months and was hoping the once a month software updates would improve the device as the descriptions of the updates always mentions that is what it should do. Alas I was fed up and to book it in. The problems started long ago but my device screen only cracked in the early weeks of November . That tells me there was always a problem.

I BELIEVE THIS A MATTER OF JUDGING A BOOK BY ITS COVER!!!!

Been told that the crack had not affected my device working with regard to the battery makes me think what else does the cracked screen NOT affect??? I asked for proof of the diagnostic testing, and I was sent the quote as well as the "report". One line in particular said " The fingerprint scanner is faulty ( its behind the touch on the screen and the screen is cracked hence it is faulty). I found that to be very weak and lazy diagnosis. Bare in mind the scanner is at the opposite end of crack.

My phone was received , "diagnosed" and quoted for all in one day but because the physical damage was seen I do not believe a proper diagnosis was done. I believe I was written off for my complaints and now been charged a hefty bill now half of what my phone is worth.

I asked the following Questions: 1) Is there proof that the screen affects the fingerprint scanner, what are the readings against the specs ? What faults were logged against the diagnostic tools used to explain hardware faults over software? 2) The facial recognition does not work well, was it tested under different conditions , lighting different angles over a period of time ? 3) When connecting the charger how does the crack on the very opposite side of the device affect the charging ? are all terminal and solder points on the integrated circuit board in tact and according to the measuring tool continues? If so ,there was no impact that caused them to break? 4) The battery life clearly stated was NOT AFFECTED by the crack.... yet here we are discussing it. The problem I had was rare and I was surprised that it was confirmed and diagnosed within a day of receiving , "diagnosing" and quoting. Was it even confirmed? 5) The flash flashes at times when activated , was there any loose contacts with the module or damage to the circuits in any way to affect any problem? 6) Slow applications? Really ? The smallest of cracks on a screen is affecting the phone from lagging???? 7) The camera is with a doubt one of the worst applications on the phone, What diagnosis was carried out determine hardware or software faults? 8) The speaker phone complaint was not added but even then i ask what would have been checked and how did that corner crack affect it?

Diagnosis has a few simple rules, a) Confirm complaint and test to identify b) Ask the customer a few questions to get a full understanding of the complaints. (the when ,how ,why, what) and I don't believe it is not possible because if I can get a call and follow up messages then why not a diagnostic question? c)Isolate and determine a line of remedy d) Repair e) Consult with customer to avoid and or explain ways to avoid problems in the future I received non of the above. If I was asked I would have said the problems occurred long before the damage , as well as the screen cracked with all the protection I could use on the phone. That alone questions the strength of the device and why the piece of plastic is provided to protect the glass. I question every step of the diagnosis as well as the reasoning for me to pay for the repairs as I believe if tested and inspected the crack on the top corner actually has nothing to do with my complaints but the device it self is a problem. As I was told the glass is replaced during refurbishment , if the crack has not affected the device and the glass is replaced then what am I paying for?. Sounds like a **** !!! This dismissal of my phone prevents report feed back to Samsung on the problems that many are facing . Rather then proper testing and feedback to prevent problems , I have been hit with a cash quote and the details are not reported. Just tonight as I write this report I investigated on the world wide web and found so many similar complaints with the A52. These complaints are going un-noticed on my device because Samsung is looking for a way out.

I work for a leading vehicle manufacture in the world, I also hold the highest technical qualification in my industry and I work with warranty issues day in and day out. Just as an example If there is damage to a front fender by means of impact on a vehicle( worth more then a million rand, just to enlighten you on what value I work with) and the customer complains of the rear camera fitted on the boot at the very opposite end of the vehicle , I would follow all the diagnostic steps listed above and determine that there is no way that the damage is related as well as NOT deem the vehicle as not warrantable. As a side note , I have a colleague who has the A32 Samsung. After some research and what he said about Samsung I was heavily interested in the device, not long after I got mine he began to complain about issues he has had. I have discussed my disappointment with Samsung to many people and a few share my thoughts. The 100 family members that I have on my WhatsApp group all have discussed it with me and have all been thinking twice more so of the service then the actual device. The 70 plus colleagues at work are eager to hear about my downfall with Samsung. The 80 plus customers I speak to a day are always interested as IPHONE and Android are huge in the vehicle with regards to entertainment , navigation and general infotainment systems. With my expertise they take my advice and experience to heart. Even an open conversation with customers at the Telkom stores proves so many customers are unhappy with service and device from Samsung.

At the moment I am using my 2017 Huawei P9 Lite. An amazing phone. Something I have kept because it was strong all round phone and now back to it because I am with out my 2021 Samsung( and the battery still lasts a full day). I previously had the Huawei Mate 20. One of the best phones I have had but more so the service I have received from Huawei is one of the best. I came over to Samsung after many years because I would find it hard to get a well priced mid entry phone in the Samsung range. I loved the S5 (my all time favourite phone) and now finally got back to Samsung and quickly regretting my decision and I believe every one around me knows that. Will I get another Samsung time will tell. What I can say is that after a very long day at work and long evening with my toddler and taking care of the household I have to sit at midnight to right a review because my claims are not taken seriously.

For now my device is at the repair centre with a week to let them know my decision. Been put in this position with a huge financial crisis looming tells me that Samsung does not have the customers back and does not value our opinion or loyalty.