I Face Repeated Screen and Freezing Failures on Samsung Galaxy A34
I own a Samsung Galaxy A34 smartphone, and I’ve been experiencing recurring issues while watching videos online. The screen frequently turns green, the device freezes, and it often shuts down and restarts by itself.
To resolve this, I sent the phone three times to the authorized Samsung service center BHL Bilişim in Ankara:
First time: They replaced the mainboard.
Second time: They claimed the problem was not hardware-related, performed only a software update, and returned the phone.
Third time: After being told my video proof was invalid because it did not show the IMEI, I recorded a new video with the IMEI visible and sent the phone back along with it. The device has now been with the service center for about two weeks, and I am still waiting. The only feedback I get is that the phone is “still under examination.”
According to Consumer Protection Law, when the same defect occurs twice, I gain the legal right to request a product replacement. I have provided clear video evidence proving the issue, yet Samsung continues to stall by focusing on determining the cause instead of resolving the complaint. Whether the defect is hardware or software is not my responsibility — the fact is that the device is defective.
I also fear that the phone may be damaged further by being repeatedly opened and handled in service without resolution. All these procedures have been handled under warranty, and I have not paid any fees. I even contacted Samsung customer service, but instead of a solution, I was once again asked to submit another video.
I am formally requesting a replacement device, which is my right under law after repeated defects. I expect Samsung to act quickly and resolve my grievance without further delay.
Progress
I sent my Samsung A34 model phone to warranty service three times due to the same malfunction. Finally, a new device was sent to me by bhl Bilişim. However, one day after I received the Samsung A36 model phone that was sent to me, I received a warning message stating 'Your phone will be deactivated within 120 days' because the IMEI number is not registered. In other words, I was sent an unregistered, illegal phone.
During this process, I have not been able to use my phone for about 1.5 months and I had to keep sending it to service. I now expect an urgent solution. I received the device from the courier on September 22, 2025, and encountered this warning message on September 23. My warranty period is still ongoing and I sent the device via bhl Bilişim. I called customer service regarding the issue, but I could not get support because I called outside working hours.
If my request is not fulfilled immediately and if the action taken constitutes fraud or a criminal offense (which I will also investigate), I would like to state that I will file a complaint with all relevant authorities. I request that a brand new, legally registered device be sent to me as soon as possible.
