As a loyal Samsung customer since the Galaxy S3, I’ve always appreciated the innovation and quality your products offer. However, I’ve become increasingly disappointed with the way long-time customers are being treated.
I purchased the Galaxy Watch Ultra on June 29th and received it on July 5th. Unfortunately, the watch has now spent more time with Samsung for service than it ever spent with me. Despite this, I’ve been told I’m not eligible for a replacement.
This month alone, I’ve purchased the Galaxy Buds 3 Pro, Galaxy Watch 8, Galaxy Ultra, and the Galaxy Ring for my family. As a dedicated supporter of the brand, I expected better service and consideration.
I hope Samsung reconsiders its approach to customer care—especially for those of us who have remained loyal for over a decade.
It is my understanding that items under warranty are repaired, not replaced, unless one has purchased Samsung Care or other insurance. - even for factory defects. However, in my opinion, if they are unable to repair a defect, it should be an automatic replacement, insurance or no. Apparently, that does not seem to be their policy - effectively making their warranty worthless.
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