On January 19, 2025, I purchased a Samsung Galaxy A25 5G 256 GB mobile phone as an invoiced and guaranteed device from the MediaMarkt Ankara Çankaya Kızılay AVM branch. On January 2, 2026, the IMEI registration of my phone was deleted. On the same day, I sent the device to Samsung Ankara BDH technical service with a clear request for device replacement.
Despite my request for replacement, only the motherboard was replaced and a new IMEI was installed, and the phone was returned to me on January 8, 2026. However, when I inserted my SIM card, I saw that the network issue continued exactly the same way. The phone detects the SIM card but cannot find a network and cannot connect to mobile data.
Because the problem persisted, I sent the phone back to the same service on January 9, 2026, again with a detailed explanation of the issue and a clear request for replacement. On January 15, 2026, the device was returned to me with a report stating that no problem was found and that only software was installed. When I inserted my SIM card again, the network problem still continued, and I was unable to use the device properly.
Throughout this process, I clearly informed the service that they could contact me and that I could provide a video clearly showing the issue, but they did not attempt to contact me. In my opinion, the problem was neither properly understood nor resolved.
In addition, the screen protector on the device was removed and not returned. If it had to be removed during the repair process, a new one should at least have been provided with the phone.
Although all of these procedures were performed under warranty and I was not charged any fees, the main issue remains unresolved, my device is still unusable in terms of network connectivity, and encountering an IMEI deletion on a guaranteed, invoiced phone is something I have experienced for the first time.
I find it unacceptable that for a phone with a 2-year warranty, I am told that replacement is only possible within the first 6 months, while at the same time the device cannot perform its most basic function—connecting to a mobile network.
I request that my Samsung Galaxy A25 5G 256 GB, IMEI number 354644701091511, purchased from MediaMarkt Ankara Çankaya Kızılay AVM and repeatedly sent to Samsung Ankara BDH technical service without a real solution, be replaced with a new, fault-free device. I also request compensation for the screen protector that was removed and not returned.
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