I attempted to join the S24 Ultra exchange campaign at your Istinye Park dealer in Izmir around 15:00 on 22.01.2024 with my S23 Ultra 512GB phone. Purchased from the Samsung Shop, my phone was a brand new device with a 14-month warranty. After inspecting my device, the dealer quoted a price of 34,000TL, refusing the additional 8,000TL I expected.
Upon consulting with a Samsung Shop representative, I discovered that the additional amount was legitimate if my device was in good condition. The store employee, however, dismissed this information, attempting to mislead both me and the customer representative. Subsequently, using the Samsung Shop application, I verified that the correct price should be 42,000 TL, not the 34,000 TL quoted by the dealer.
Despite providing evidence, the employee remained uncooperative and disrespectful. This not only left me without my phone but also soured my enthusiasm. Such careless and disrespectful behavior is unacceptable. This incident cost me 8,000TL, resembling a street-side second-hand phone shop.
I urge you to take action regarding the store's unprofessional conduct, as such incidents drive customers away from the brand. Unfortunately, this experience has led me to reconsider my decision to purchase the S24 Ultra. I await the resolution of my complaint and hope for improved customer service standards.
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