Request for Replacement Due to Repeated Manufacturing Defects

[Rohit5]

Dear Samsung Support Team,

I was thrilled to begin my journey with Samsung and recently purchased the flagship Samsung S25 Ultra on February 12, 2025.

 After investing in a premium device like the Samsung S25 Ultra. However, within two months, I encountered a camera issue in the ultrawide angle, leading me to submit the device to your service center. As a resolution, I received a replacement on May 9, 2025.

Unfortunately, within just 2 Weeks, I have discovered multiple defects in this replacement unit. Specifically:

• Black DOT Dead pixel near the front-facing camera (display issue).
• Severe overheating during normal usage (Ambient temperature: 35°C  Using AI-driven gemini live video, within 20 to  30 minutes of uses stop working due to overheating despite the device being marketed as AI-driven / -
• Fast charging failure when charging in daytime conditions office environment).

  These defects are significantly impacting my user experience and raise concerns regarding the manufacturing quality of this model. Given that my first device only had a camera issue—while the replacement suffers from multiple manufacturing defects- Due to these multiple defects, I have re-submitted this device to the Butwal samsung service center for further action on May 29, 2025. Given the circumstances, I am requesting the following:

  1. A brand-new device replacement free from any defects, as repeated hardware defects are unacceptable.
  2. Alternatively, the return of my previously original unit , which only had a single camera issue and was more usable than the current defective device. I would rather use that one than using this hot oven and display defective device.

     Important Note: I kindly request that no hardware repairs attempt be made to repair this defective device without my consent, as a manufacturing defect is not my responsibility to fix as these defects appear to be manufacturing-related, not user-induced.  I expect Samsung to address this matter swiftly, ensuring that I receive a properly functioning flagship device without additional inconvenience.

     Please provide an update on how you will proceed. I request a prompt and appropriate resolution to this matter. As a loyal customer who invested in a flagship product, I expect Samsung to uphold the standards of quality and customer care.
     
     

     For reference, I have attached supporting files demonstrating these issues I expect Samsung to address this matter promptly and ensure I receive a properly functioning flagship device.
     
     

     The details of my devices are as follows:

     - First Unit Purchased:

     - Model: Galaxy S25 Ultra (SM-S938BZKCNPB)

     - Serial Number: RZCY11PMM7Z

     - IMEI: 356537895852078

     - Replacement Unit Received:

     - Model: Galaxy S25 Ultra (SM-S938B/DS)

     - Serial Number: RZCY32BZ1JY

     - IMEI: 356284536968332

     Clarification on Display Issue

     The black dot (dead pixel) near the front-facing camera was not immediately noticeable due to my preference for dark themes and wallpapers, which I use to optimize battery life. Upon switching to lighter backgrounds, the defect became apparent, confirming that it has been present from the start. Given this, I kindly request reconsideration of the matter.
     
     

     Overheating Concern

     My device is running the latest software updates, and I have followed standard best practices to ensure proper usage. However, the thermal behavior of my replacement unit is significantly worse than that of my original device.

     Having already used my previous original unit, I am well aware of its typical heat management, and I can confidently state that the original device did not experience overheating issues like the current replacement. This excessive heating impacts usability and performance, making regular tasks inconvenient. 

     Please provide an update on how you plan to proceed.

     Best regards,Thank You

     Rohit Budhathoki
     Nepal

[GaryB82 · Accepted solution]

Sorry but this is a user to user Support community you would need to contact Samsung Directly for help with this.

1-800-Samsung

https://www.samsung.com/us/support/contact/

[Rohit5]

Samsung's customer support is saying they can only repair my device and won't go for a replacement. It's frustrating since both devices I received had manufacturing defect

[GaryB82]

I’m sorry to hear that customer service says the only option is to send it to a repair center for testing and repair. Since it’s outside your return period, that’s the best they can do. Alternatively, you can check if you have insurance with your carrier to see if they can provide a replacement.

[Rohit5]

It's unreasonable to expect a customer to immediately spot a defect that your own Quality Control process failed to detect. This isn't a defect caused by me; it's an inherent flaw