Samsung M51 Screen Repair Failure

The screen of our Samsung M51 mobile phone, which we purchased 2.5 years ago, cracked due to our mishap. Since it was a relatively new and excellent phone at the time, we decided to have it repaired at Karşıyaka Basari Technical Service, an authorized Samsung service center, to keep using it. There, we paid an upfront fee of approximately 3200 TL for the screen replacement and waited for the promised 2-day turnaround. However, despite the phone being just over 3 years old, we were informed that Samsung had ceased production of the M51 and its screens, and they would offer a device replacement. We waited for this offer for 2 days, which eventually took 4 days to arrive. To our disappointment, the replacement phone offered was the A54 model. Given that the current second-hand market value of the M51 is 18 thousand TL, charging us 3200 TL for a repair and offering a replacement worth 16 thousand TL felt like a mockery of our trust in Samsung. Not only were we let down by a major company like Samsung, which had discontinued support for spare parts within 2.5 years of purchase, but the open offer of a lower-quality phone in exchange for a 3200 TL service fee also seemed to disregard consumer rights. Moreover, when we declined the replacement and went to the technical service center to retrieve our phone, we discovered that they had removed the "protective screen" previously applied to the phone's screen. When we inquired why they removed the protector without having a spare screen, their response was vague, stating they wanted to "take a look." When we pointed out the likelihood of an air gap during reinstallation due to the cracked screen and potential issues with touch functionality, their reply was that "there is exactly that risk." They demanded a fee of "150 TL" to reapply the protective screen they had removed from a phone they could not proceed with. This experience left us disheartened, as we had chosen to trust Samsung's authorized service, pay a premium, and maintain the originality of our phone.