Worst Customer Service Experience – Still Waiting After a MonthI’ve been a loyal Samsung customer for over a decade, but this recent experience with the Galaxy S25 Ultra has completely shattered my trust in the brand.I ordered the phone along with a charger, screen protector, and case through the official EPP Samsung store. When I finally opened the package—after being away—I found the case was visibly damaged. I raised the issue immediately and requested a full order replacement, especially since I also started noticing the phone heating up during basic use and charging, along with fast battery drain—all completely unacceptable for a brand-new flagship.But what followed was an absolute disaster in customer service.Samsung took over a month just to acknowledge my return request. Even worse, they claimed a return bag was sent, but I still haven’t received anything to this day. I followed up multiple times, was promised updates, and even told that their case manager had responded—but that was either false or deliberately misleading. I was left with no working plan, no timeline, and no support.Meanwhile, I am stuck with a possibly faulty phone, no replacement, and no secondary device to use in the meantime, which has severely disrupted my daily life and work. Their service team’s dismissiveness and repeated delays have added enormous stress, especially as I approach an international trip and need a working phone.It feels like Samsung’s strategy is to delay and frustrate customers into giving up their claims. For a company that sells itself on premium quality, this experience has been anything but premium. In fact, it's the worst I’ve ever encountered with any major brand.To anyone considering Samsung: think twice. Their products might look great, but if anything goes wrong, you’re on your own.
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