Dear Qatar Duty Free Customer Service,I am writing to formally raise a complaint regarding a defective Samsung Galaxy S25 Ultra phone that I purchased from Qatar Duty Free on April 20 at 20:23.Upon returning to Turkey and attempting to use the phone, I discovered that it repeatedly restarts and is unusable. I immediately contacted Samsung Turkey and was informed that due to the international purchase, I would need to return the device to the country of origin for service. They also confirmed that the issue is related to the motherboard.I then contacted Qatar Duty Free via email, and based on your guidance, I sent my brother to Doha to handle the matter in person. This has cost us significantly, including airfare and four nights of hotel accommodation.I also reached out to the Samsung authorized service center in Doha. They assured me they were ready to begin repairs as soon as the device was received. On May 19, my brother delivered the phone to your staff at Qatar Duty Free. He was informed that the device would be sent for repair on May 20.However, as of today (May 21), the phone is still in your possession and has not yet been sent for repair. Despite repeated communication and informing you well in advance that my brother must return to Turkey in a few days, we are now being told that the process may take up to 20 days. This contradicts earlier assurances and causes unnecessary stress and hardship.This issue has been ongoing for over a month now, and I feel that I am being treated unfairly despite being a paying customer.I kindly and urgently request:Immediate action to send the phone for repair todayOr provide a replacement or refund if repair is not possible before my brother’s departureA formal response and explanation for the delayIf this matter is not resolved promptly, I will have no choice but to escalate it to the Qatar Civil Aviation Authority and the Ministry of Commerce and Industry.I look forward to your prompt response.Sincerely,[Şule Kılınç]Phone: [telefon numaranız]Order Date: April 20, 2025Device: Samsung Galaxy S25 Ultra
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