Samsung S23 Damaged In Service – Request For New Replacement

On August 11, 2026, I sent my Samsung Galaxy S23 256 GB (SM‑S911B/DS, green, Turkey version), which I purchased in November 2023, to the Samsung Authorized Service BDH Ankara by courier for a battery replacement and paid TRY 2,670.50 for this service. Seven days later, the device was returned to me by courier. I opened the package while recording a nine‑minute video and immediately noticed several problems. The SIM card tray was broken and bent, the casing of the phone was scratched, and the new battery performs worse than the original one even though I restored the phone to factory settings after the replacement. In addition, the camera lens protectors were installed incorrectly: one lens protector was completely missing and two had no metal frames. Since receiving the device in this condition, I have not been able to reach Samsung Customer Service directly by phone and have only been able to request callbacks. Each representative has opened a new case without providing a concrete solution. Finally, a representative named Hasan from the Resolution Center called me from the number 0212 401 02 19 and told me to call this number to ask about my case, but the number cannot be reached. Samsung WhatsApp support has also been unsatisfactory. Most representatives simply write “Please contact the Samsung Authorized Service closest to you” and then abruptly end the conversation. There is no Samsung authorized service in Şanlıurfa, where I live, and this is exactly why I had to send my device by courier to Ankara, approximately 850 km away. Another WhatsApp representative, named Bora, was extremely disrespectful and responded in a way that felt like he was making fun of me. I have been a loyal Samsung customer for years and have used many Samsung phones such as Galaxy Mini, Ace, S4, S5, S7, A25, S23 as well as a Samsung Virus Doctor air conditioner. After this experience, however, Samsung has unfortunately become a source of regret for me. If an authorized service can break and bend the SIM tray and return the device with new scratches and incorrectly installed parts, I can no longer trust the internal condition of the phone or what might have been done inside the device. Because these damages clearly occurred during the authorized service process and have not been resolved despite all my efforts to reach support, I request that my Galaxy S23 be replaced with a brand‑new device of the same model and equivalent specifications instead of being repaired again. I expect Samsung Turkey Customer Service to take full responsibility for the damage caused during service and to resolve this matter in a fair and satisfactory manner.