My Samsung S24 FE is Defective, They Refused My Refund
I bought a Samsung Galaxy S24 FE, and it has a severe screen freezing defect. Samsung Service tried remote repair methods over the phone, but they failed. I then went to the official service center in Mecidiyeköy. They asked me to bring a video of the defect, which I did. Once there, they said they needed to keep the phone for inspection and that the motherboard would be replaced. When I asked for a loaner phone, they refused.
Since I couldn't leave my phone without a replacement, I asked if they would accept a refund since I'd owned the phone for less than a month. They confirmed a refund would be accepted because it was less than a month old. This conversation was recorded in the store around May 28, 2025, between 3:30-4:00 PM.
Believing their promise, I went and bought a new phone, a Samsung S24+, and then returned the defective S24 FE. The time I lost during this entire ordeal is immeasurable. Now, they're telling me the defect only resolves if I remove the screen protector! I've already purchased a second phone, and now they are flat-out refusing the refund for the S24 FE.
I don't even believe the defect is truly fixed. It's not a problem that can be diagnosed in 10 minutes; it happens 2-3 times a day over full-day use. The technician would need to use the phone all day to confirm a fix. They tell me to use the phone without a screen protector. Why would the defect only happen twice a day if it's due to the film? And how can I use my phone without a screen protector?
So now I'm stuck with two phones, one bought for ₺27,000 and the other for ₺40,000. I will never buy anything from Samsung again, not just phones, nothing at all. Samsung, you need to honor your promise and refund my defective S24 FE now!
After almost a month of a nerve-wracking ordeal, countless phone calls and correspondence yielding no results, the issue was resolved when I filed a complaint here and sent emails to Samsung's top executives. I would like to thank the relevant person who called me recently, but I must also state that the company did not act in good faith for a long time until the very last stage. In my opinion, the biggest problem was not being given a replacement phone when leaving my phone at the service center; phones play a very important role in our lives, and this should be made mandatory by law. In fact, transferring data to the replacement phone should also be the responsibility of the service. Another issue was that Samsung recommended using the S24FE without a protective screen film. I don't think any customer would accept this. I also don't believe that anyone working at Samsung uses a phone without a screen film. One last suggestion to the authorities is to move the service centers to places like shopping malls without parking problems, like their competitors do. Having to go to Mecidiyeköy two or three times turned this whole process into an even bigger source of frustration.
