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I am writing to express my deep dissatisfaction and frustration regarding the service I have received from Samsung Egypt in relation to my mobile phone S21 Ultra.
On [March 2021], I purchased a [Samsung S 21 Ultra] mobile phone from Samsung, and I have been a loyal customer for several years. However, I am deeply disappointed with my recent experience with this company. The issue I am facing with my phone is one that is directly attributable to a manufacturing or design defect from Samsung.
"Since I bought my phone for its features, as mentioned by the Samsung company that it's water-resistant and can withstand being submerged in water up to a depth of one meter for 30 minutes, what happened to me is that I was near the pool and only the camera of my phone touched the water, then the phone automatically shut down and has not worked since. I went to the technical support and the authorized service center in Alexandria Governorate and explained exactly what happened. After two days, I received a WhatsApp message stating that the mobile could not be repaired and the data contained in it could not be retrieved.
Despite the clear indication that the issue stems from a problem within the device itself, I have encountered great difficulty getting the necessary support and assistance from Samsung's customer service representatives. This has left me without a properly functioning mobile phone for an extended period, causing significant inconvenience in both my personal and professional life.
I have made several attempts to contact your customer service department, and while I appreciate the efforts of some representatives, the overall process has been frustrating and unproductive. I have been asked to repeatedly provide the same information, subjected to lengthy wait times, and promised resolutions that never materialized.
As a loyal customer, I expect prompt and efficient assistance from Samsung in resolving this issue. Unfortunately, I feel that my concerns have been disregarded, and the lack of action on Samsung's part to address a problem caused by the company itself is deeply disappointing.
I would appreciate a swift resolution to this matter. If my concerns are not addressed satisfactorily, I may have no choice but to explore other avenues to ensure that my rights as a consumer are upheld.
Desired outcome: "I demand compensation from the company for its lack of credibility regarding the features it claims to offer on mobile phones, and for the damage caused by the loss of all my personal files and work-related data
