I tried to contact Samsung via an EMail address, and had this conversation (in two parts to fit 40,000 chars)
.....
Thank you for your reply. Please see inline below.
Regards,
xxxx
On Tue, 2025-09-02 at 14:22 +0100, UK President wrote:
> Samsung customer reference number: *****
>
> Dear xxx,
>
> Thank you for contacting Samsung.
>
> Firstly, please accept my apologies for the difficulty you have experienced with your Samsung device and for any
> dissatisfaction you may feel.
>
> Our updates are designed to enhance the overall customer experience with the device, and we sincerely apologise that
> this may not have met your expectations.
>
It's nothing to do with expectations. You have a product that has been rendered ineffective/unusable because of a software/firmware update. This is not a '...oh, I don't like the new UI....' type issue. This is a '...the phone doesn't work anymore...' type issue.
> Unfortunately, I am unable to locate any previous contact history with the email address provided. At this stage we
> recommend contacting our Technical Support Team, who can assist you with troubleshooting steps to validate the fault
> and determine whether a repair is required. You can reach them directly at 0333 000 0333 and they will be happy to
> help. They are open Monday to Friday from 8:00 a.m. to 8:00 p.m. and Saturday to Sunday from 9:00 a.m. to 6:00 p.m.
> Please note that local call charges may apply.
Your technical team has been contacted. They have provided no solution so far. Please understand the scope of this.
Mobile phones are used for most contact nowadays - if the UI touchscreen no longer works, the phone doesn't work. No emergency calls (no calls to police, ambulance, fire services), no calls or contact with vulnerable dependants. This is not just an inconvenience.
>
> Alternatively, to troubleshoot and arrange a repair, please visit -
>
> https://www.samsung.com/uk/support/repair/
>
> Your feedback is vital to us and as an organisation we are always looking at ways to improve, and thus we will ensure
> that your comments surrounding this are fed back into the business for future improvements.
Then provide a mechanism where your users can report serious problems like that that actually get a response. Make your users aware of such a service.
>
> In any event, I do hope that the course of events surrounding your device..
... Continued
