Samsung devices are great, but the customer care? What customer care?

I've been a loyal Samsung user for over 10 years, having owned nearly every device from the S3 to the Fold 4. I've never had an issue with any of my Samsung phones—until the Fold 4. When the foldable screen protector started to lift, I immediately took it to a local Samsung store, only to be told they couldn't replace it. I then traveled over 200 km to another Samsung store, which had confirmed over the phone that they could replace the screen protector. The reason I needed Samsung to handle the replacement is that using a third-party screen protector would void my warranty. Unfortunately, when I arrived, the store couldn't help me because their technician was unavailable.

Weeks passed without resolution, and the inner screen of my device eventually cracked. I was finally able to book my phone for repairs with Samsung and was told it would take approximately a week. However, follow-ups revealed a pattern of delays and excuses, with promised parts consistently failing to arrive. After a month of ongoing delays and uncer*****y, I still had no concrete timeframe for resolution. Despite numerous emails to various departments within Samsung, I received minimal interest and no constructive responses. When I eventually got my phone back, it had a new issue that wasn't present when I initially dropped it off for repairs.

It seems Samsung has no interest in assisting customers once they've made a purchase. Regrettably, I'm now considering buying a new phone from a different manufacturer, as the lack of communication and accountability from Samsung has eroded my confidence in the company's ability to provide timely and effective support.