Bought a brand New S23 Ultra from Samsung Store on 10/10/2023 afternoon. I had a look at the device for a few minutes and left it aside to have a more knowledge about it. The next morning tried to use it screen was locked and asked me for a password I never set. Never had the chance to create any security futures or connect it with smart devices at all. I took it to the store where I bought it from, contacted Samsung customer service twice but no help except quick to say factory reset. I have extremely important data in the phone which is worth far more than its price and they want me to wipe out the data! Shame on them! I explained to Samsung customer service everything what happened and their answer has been negative. I offer to them to give me my data back and keep the device and will ask them no refund. They will not have none of it! It is cruel!!!! Until now I have not been able to use that device as I need my data. I am escalating the issue and will continue further.
They seem to be hiding behind Data Protection Act. If that is the case they should verify that the device belongs to the person who is asking for their help. They did not even ask me if I have a proof of purchase to show that it is mine. They just do not want to help but discourage customers. Some of the Samsung (UK) support workers talk the same thing in a condescendingly manner, which made me feel that they were enjoying the anguish I am in.
I Would be glad to know if Samsung have given any positive help to anyone with the kind of problem I am having. I was meant to enjoy using the device but it is over four months now and still I have not been able to use the phone! After the incidence, I am using S20+, which I bought from Amazon as a back up. I did not expect the device to control me! Rather, it should be me who should decide how to use it. It has caused me a great distress! I see many who bought the same device complaining and agonizing unnecessarily. There are, also, those owing Samsung phones who are afflicted by similar problems.
Samsung need to take prompt action to remedy this problem!!!
P.S. Data transfer from my old (S20, traded in) to my S23 was carried out by the store and after paying the full amount they took both phones. I picked up the new phone and went home.
Had online chat (Samsung chat box) and was told to go to Samsung approved centres in Liverpool One to get my S23 Ultra unlocked without data loss as they have the tools to unlock the device. However, the centre I went to told me they can do only factory reset. They saw the message but could not help. Following this, I called the same day (16/02/2024) I called Samsung UK support and one of the support workers suggested it could be because of software problem and the next support worker (on escalating the matter???) was rather trying to fob me off. When I challenged him that I was advised to go to Samsung approved centres so that they will be able to resolve my problem, he denied Samsung do not have such things. Then when pressed he resorted to talk abought warranty by which he was trying to hide. He started apologizing profusely which I was not prepared to accept. Had another chat online (Samsung Chat Box) and escalated the matter but waiting for their email answers and has been more than 48 hours (promised email answer within 24-48 hours).
