Samsung Warranty

I am writing to lodge a new complaint regarding the handling of my Samsung A73 phone's screen repair. As you may recall, I previously raised a complaint through Hello Peter, and Samsung contacted me to investigate the matter.

Unfortunately, I am disappointed with the outcome of this investigation. Samsung informed me that they would not honor the warranty on my phone due to a scratch on the back of the device. Samsung claims that this scratch was not present when the phone was brought in for the screen repair, which is simply not true. The scratch occurred in November, well before the screen repair was required.

Furthermore, Samsung has made contradictory statements regarding the presence of the scratch. I have proof of this in the form of a WhatsApp message from the Samsung Sandton store, which states that the scratch was not present when the phone was brought in for the screen repair but was only there after I had sent it to Takealot. However, this is impossible, as the phone was in the box from that point onwards.

I feel that Samsung is simply making excuses to avoid honoring their warranty obligations. Despite Samsung's promise to send an email to confirm their decision not to honor the warranty, I have not received this email.

As a loyal Samsung customer, I am deeply disappointed with the level of customer service and support that I have received. I urge Samsung to take a closer look at this matter and to honor their warranty obligations. I would appreciate a prompt and satisfactory resolution to this issue.

Thank you for your attention to this matter.

Sincerely,