I have been a loyal Samsung customer for the past 13 years, but my recent experience with the Galaxy S23 Ultra has left me extremely disappointed and frustrated. I want express my dissatisfaction with both the product quality and the customer service I have received.
I purchased a brand-new Galaxy S23 Ultra and, after using it for approximately one month, I started experiencing network issues. My calls, whether through mobile networks or apps like WhatsApp, were dropping, and the recipient could not hear my voice. Concerned about this, I visited an authorised Samsung service centre, where I was informed that the motherboard had issues and required replacement. Given that the phone was only a month old, I was extremely upset that Samsung refused to replace the device outright. After multiple calls, emails, and visits to both the service centre and Samsung’s headquarters, I finally managed to get a replacement unit.
However, after just one and a half months of using the replacement device, I encountered another issue. My phone came into contact with rainwater, which led to problems with the microphone and SIM card detection. Since the Galaxy S23 Ultra is advertised as having an IP68 water resistance rating, which should withstand submersion up to 1.5 meters, I was shocked that simple rain exposure caused such damage. When I brought the device to the service centre, I was charged RM 300 for repairs and RM 35 for an inspection fee. I questioned why a water-resistant phone would sustain such damage, but my concerns were dismissed.
A few weeks later, after another encounter with rainwater, my phone suffered even worse damage. The screen became unresponsive, and other components, including the motherboard, charging port, and display, were also affected. I returned to the service centre, expecting a warranty-covered repair, but I was instead given a repair estimate of RM 2,620. Despite my efforts to escalate the matter to Samsung’s headquarters, I was denied any assistance and had to take back my unrepaired device.
I am deeply disappointed in Samsung’s service and the misleading IP68 rating claim. A premium flagship device should not fail due to exposure to rain. I feel misled by the advertised water resistance, and I strongly believe that this is a case of misleading marketing. Given the circumstances, I request the following:
A full repair of my device at no cost, as the issue is not due to user negligence but rather a flaw in the advertised durability.
A formal explanation from Samsung regarding why the device failed despite being rated IP68.
A reconsideration of Samsung’s warranty policies concerning water damage, as this incident suggests that the IP68 rating does not hold up in real-world conditions.
If this matter is not resolved satisfactorily, I may be forced to escalate my complaint to consumer protection authorities and explore other legal avenues. I sincerely hope that Samsung, as a reputable brand, will take responsibility and resolve this issue fairly.
Sorry to hear this but since you posted in RM I’ll take it that you’re not in the US and since this page is for US support I would suggest reaching out to the support community for your country for help with this
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Sorry to hear about your experience. It sounds to me like the techs destroyed the phone's water resistance when they 'accomplished' the first repair, and like you said - they should have just replaced your device. I know that quite a few people who have also run into this magnitude of stonewalling were able to get full satisfaction after sending a detailed breakdown of your bad experience to Samsung's CEO (it might take more than one try, but keep on hammering if you need to). Good luck to you.
Sorry to hear this but since you posted in RM I’ll take it that you’re not in the US and since this page is for US support I would suggest reaching out to the support community for your country for help with this
If you've found my post to be helpful, Please like my Comments ✓✓✓. If my response resolved your issue, please press the Like and ✓✓✓ to Accept as Solution button.
Many things can damage your IP68 rating, including dropping the phone, or submerging in in water with chemicals in it like pool water and salt water. The replacement device may have been refurbished, and it's IP68 rating compromised. The warranty on this is quite clear, it states any water damage will void the warranty. The IP68 rating on the device is not a warranty-able thing.
