Samsung S7 Edge Screen Black out & Battery Heating - Repeated Product & Service issue with in 3 Months

<p> </p> <p>I am one of Samsung customer who had been using their product over a decade. I am writing to you in pain with regards to my experience on SAMSUNG Galaxy S7 Edge both from a product and service perspective. The case has been escalated to their Voice of customer team with Ref: ********** 448 and did not get a response so far. </p> <p> </p> <p>If I would narrate the sequence of incidents I had to go through; <span style="background-color: #f5f6f5;">you wonder why did I invest in a Samsung </span>product? Is <span style="background-color: #f5f6f5;">Samsung Product and Service worth it?</span> </p> <p>Last year December I faced a blackout on my phone, the S7 screen went out blank.</p> <p> </p> <p>1. I walking into Vodacom customer care in Midrand to book the phone for service and I learned that they cannot backup my phone as the screen is not coming on and technically the phone was working. The Vodacom Customer service mentioned to me that they cannot guarantee the Data. They directed me to the Samsung service center in Mall of Africa.</p> <p>2. I visited your service center at Mall of Africa, The technician there mentioned that he can help me as He will change the screen without losing the data free of cost as it is covered under warranty but he does not have stock of the parts. He asked me to come back after 5 days.</p> <p>3. I traveled back to Mall of Africa hoping the technician is going to help me today. He disappointed me as he mentioned that he cannot do it anymore as SAMSUNG has changed the process. How can things change in 5 days? Now I have to take it to the Regenesis ( CTDI) Service center in Midrand. He reconfirmed that they can replace the screen without losing the data. Now I have to drive to Midrand.</p> <p>4. Traveled to Midrand, Again spoke to the front desk and explained everything again and also said I don’t want to lose data. The front desk at regenesis assured that he will make sure my data is secured and the TAT is 2 days. I don’t have a phone so he mentioned that technician will keep me posted on the progress.</p> <p>5. I tried calling CTDI multiple time and most of the time they don’t answer and when they answer; they give me generic update with not TAT. As I received no updates for 2 days and I traveled to Midrand on the 3rd day. The front desk person said the phone is in repair and they are waiting for the parts. He assured that it would be ready by next day and I will not lose data. He said technician will call me ( Blanket statement)</p> <p>6. No one called and same response when I called in. So I thought of Driving back to Midrand as I was concerned about the data as I don’t have any backup. Went to Midrand and got the same update… again same assurance. Should I trust you?</p> <p>7. After 8 days; I received a call from the Technician stating that my Screen is fixed but they see the battery is faulty. They want me to pay for the battery. I said I did not have any issue with battery until I booked in for service. The technician handed up on me without giving any explanation. What is going on? I felt I was put in Dark.</p> <p>8. I called Samsung call center to complain; The agent was good and After listening to my concerns she told me that she will escalate my issue to Voice of customer and the team will call me back. I did not receive any call from Samsung as well. I don’t know what went wrong there? I had followed up twice with Samsung call center. I understood that I am on my on</p> <p>9. I traveled back to Midrand to check for the status as they will never call or inform me on the status. After Many calls, follow ups and up & down travels; finally the Front desk person said my phone is ready. He went inside to fetch it. I took the delivery of the phone and Switched it on. Guess what !!!! All my DATA is gone… I received a completely reset phone. I gave the phone back to the front desk and told him I want my phone with data back as it was assured to me.</p> <p>10. I was really disheartened as the phone has all my contacts and photos especially my Daughter’s first birthday pictures and Son’s Birthday pictures which were very recent. The worst thing that can happen to a parent who wishes to cherish all the moments with kids.</p> <p>11. I called the Managing Director of CTDI South Africa “Alex” and told him about the experience. He had nothing to offer except an apology and free service. I do understand his position and I went back home with a phone which does mean to me much. I went home and my family was even more disappointed with the data lost. I started setting up the phone, all the downloads and setups and hours of work. During the period I noticed the phone was heating up more than normal. The phone was hot to an extent if attached to my skin it could hurt. I ignored for the time being but next day I noticed that the back cover was bulged or Swollen. The heating continued. It was a Sunday so I waited for Monday </p> <p>12. Monday I called Alex directly and told him that his team has not done a good job. This time he said he will have his driver to pick up the phone so as I don’t have to travel. The driver from CTDI came to my office and picked up my Phone</p> <p>13. Next day I traveled to Midrand to check on the status, The technician explained that the Battery was budging and the battery has spit out some liquid hence the Motherboard is defective as well. This could be dangerous as the battery can explode. I wonder what am I dealing with? Poor service, defective product, waste of time, financial loss, data loss, frustration</p> <p>14. Again I have to wait as CTDI does not have the parts, I waited for another 8 days for the phone to be fixed. I kept calling as no one will call me. This time I did not travel as I was promised a delivery.</p> <p>15. I received the Phone and I had to setup again as it was reset.</p> <p>16. The Phone’s performance was not so great and I observed the phone was still heating but not to the extent it was before. Normal heating is fine but this is abnormal. I had complained but always I was asked to book in for service. Oh god, I don't want to go through a Samsung Service again!!!!! Do I have to go through this again? Why do I have a defective product ??</p> <p>17. I continued using the Phone for 48 days and Now My screen has gone Blank again. What do I do now?</p> <p>Who can help here? </p> <p>Regards</p> <p>Rajiv</p> <p> </p> <p> </p>