Samsung – Software Update Caused Serious Issues, Poor Aftercare

I am deeply frustrated with Samsung regarding my S22 Ultra. After a recent official software update, my phone began to suffer from serious performance issues – constant app crashes, system UI failures, and processor errors. This was not caused by misuse or damage, but directly after the update provided by Samsung.

When I reported the issue, Samsung admitted the phone required assessment and instructed me to travel to the nearest service center in Durban – a 1.5-hour drive away – for a so-called “free assessment.” I followed this process, booked my phone in, and was later informed repairs would cost R2100–R2300, which Samsung agreed to cover. I then waited nearly 20 days without my phone while parts were “on order.”

When I finally collected my phone, the same issues persisted immediately. To make matters worse, the repair notes reflected that I had reported “internet issues,” which was never true. The real faults caused by Samsung’s software update were never fixed, meaning I wasted weeks of time, multiple trips, and am still left with a malfunctioning phone.

The root of this problem lies with Samsung’s own software update, yet instead of taking full accountability, Samsung pushed me through a drawn-out process that has failed to resolve anything. This experience has left me questioning Samsung’s commitment to product reliability and customer care.

I expect Samsung to take responsibility for the issues caused by their update, ensure my phone is repaired properly without further inconvenience, and restore faith in their after-sales support. Customers should not pay the price – in time, money, and stress – for Samsung’s software failures.