Refurbished Note 20 Sold by Samsung as new

Hello Peter

Since i purchased my Note 20 Cell phone on 6 September 2021, have i noticed indications that the device was not brand new but rather a refurbished one. As per my attached correspondence (below) with Samsung you can see I was at the Samsung store just 2 days 8/9/21, after I puchased the device to return the phone because it had indications of a used device. But the Management and staff maintained that the phone was brand new and therefore they would not take the phone back. The following day 9/6/21, I took the phone to Samsung Service Centre in Belville (SSSCT Job Nr 5334) where I explained to them my concerns and asked if they could check if the device was new or used. Unfortunately they told me theres no way they would be able to determine whether the device has been activated before. I also complained that the proximity censor wasnt always working and the battery was running down very fast and they agreed to check it out. When I collect the phone, despite their report which indicated a BAD battery performance they told me that there wasnt enough data captured to determine whether the battery was indeed running down too quikly. In my opinion .. a brand new device should not have a BAD battery performance. PLEASE NOTE This result from SSS CT of Bad battery performance was still within my OBF period and they should have recommended that the device be replaced.

I took the device home and did not know who to aproach next. In the meantime I spoke to several sasmsung store Managers and staff but they were all reluctant to give me any advice. Finally I found out I could check if my device was new via IMEI Check. The IMEI check confirmed that my device was not Brand new. Based on the the facts that updates were done on my device prior to the date I purchased it [of which i have screen shots which was also emailed to samsung) and also the BAD battery report which all happened within my OBF period and then also the IMEI check, amongst other reasons which is mentioned in my emil to Samsung, I strongly believe that Samsung sold me a refurbished device. I dont want a refund as claimed in my email to samsung. All I want is a Brand new device which I was supose to get in the first place. I want to send attachments but I dont seem to see where and how to do it.

Below is the correspondence to samsung to which they never rep****. I dont know what phone call they refering to as no one from Samsung phoned after my email dated 13/9/2021 which you can read here below.

Your question Dear Sir/Madam

IMEI ***

On 6th September 2021, I purchased a pre paid Samsung Note 20 5G from Your Samsung store in Cannal walk Cape Town. On the 8th of the same month I returned the device to the store because there were indications that it was not a brand new device. I discovoured that Security updates and Google play System updates were done on the device in March and January 2021 respectively. When I point it out to the staff members Wahied, Riaan and Yolanda they all had different reason to explain it away and would not accept the fact that the device wasnt Brand New. In fact the Manageress Yolanda said that the first date is set by Samsung and the second by Icasa

At one point Riaan offered to prove to me that the device also wasnt ****. When I asked him to show me.. he refused.

I aslo asked Riaan..since they activated the divice on the 6th, that they show me on their system the activation date. I was told thats only for staff and that all they can provide me with are the 2 attachments marked ATTACHMENT 1 AND 2 which proves nothing.

When I aslo noticed how quickly the battery is running down I was wondering if thats perhaps the reason why Wahied told me that for the first 3 weeks the battery will run down a but until it understands the way I use the device. But im not even a lot on the phone.

I also noticed that when Riaan opened the device and _quotsetting_quot it up that all he did was switching the phone on after removing it from the box. I asked him why he didnt go through the normal procedure like when a new phone is being set up the first time.. like selecting Language and country etc... he rep**** that he did do it. I then told him that i was wathcing him and that none of that even came up while he had the phone.. He then had a different answer saying that nowadays on new devices those settings are automatically selected by the device itself...if so,,then why did he not tell me that in the first place.

Yes..the device was sealed and wrapped in plastic, but I know all about sealed refurbished Note 20''s being sold as new devices.

In January 2021 I bought 2 Note 20''s (at different times after the first one was found to be refurbished) from Powerbite and CA Cell . Both units were sealed with a Samsung sticker wrapped in plastic but I discovoured that it wasnt new devices. Without argument I was fully refunded on both occasions. The one supllier actually offered me the device at a lower price..but I wasnt interested.

Then I decided to buy from reputable dealer Vodacom. However their device was OBF on day one. I requested a refund but Vodacom refused. I contact Samsung and was told Samsung cant help me since I didnt buy the device from Samsung itself. So after a 5 and a half monht battle with Vodacom I was finally refunded.

When I fanally got my money back I decided to buy from Samsung trusting this time i will get a brand new device and if I have any hassles, then Samsung has to deal with it..nomore passing the buck.

On the 7th I spoke with Timothy (I think) about 10h10, on Samsung chat, asking if she could tell me when my device was activated, but all she could say was that I must go back. to the store where I purchased it from.

I really thought that once I buy from Samsung that my phone lrpoblems will finally come to an end ...but I just cant believe that after 8 months Im still struggling to buy a brand new Note 20

I kindly request that you give this matter your urgent attention please. As you can see I could have gone for a different brand but Samsungs features and the Note was my brand over the years

As i mentioned earlier I took the device to Samsung Cannal walk on the 8th, though they wouldnt replace the device this is all within my 7 day OBF period

Thanking You

Peter

Counselor answer Dear peter brown

Thank-you for contacting Samsung Electronics. Your reference number for your enquiry is: ***

Dear Valued Customer,

Thank you for contacting Samsung Electronics.

Trust this mail finds you well.

As per our telephonic conversation Peter.

We have noted your concerns and your query has been escalated to our Voice of customer team under reference number: ***

A senior customer service executive will contact you with further advise on this matter.

Thank you.

If you would like any further information or assistance, please feel free to contact us on 0860-SAMSUNG (***) or clickon the contact us link at the bottom of this e-mail.

Kind Regards TL Samsung Electronics **Please note that this e-mail has come from an outbound response system. Any direct response to this e-mail will not reach the customer care inbox. If you do need to contact us again please click on the “Contact Us” Link or copy the address into your browser: Contact Us: http://www.samsung.com/za/info/contactus.html#