Dear Samsung,
I hope this message finds you well.
I am writing to express my deep concern and disappointment with the recent issues I have encountered with my Samsung S22 Ultra. I purchased this device in March 2022 after considerable deliberation, choosing your brand over others despite recommendations from friends to consider Apple or Google. I believed in the quality and reputation of Samsung, and for a considerable time, this belief was justified.
The S22 Ultra has been an exceptional device, with its beautiful design, impressive screen, and outstanding camera setup that outperformed competitors for three years. It has been admired by many, and I have captured countless precious moments with it. My positive experience even influenced several friends to switch to Samsung based on my recommendation.
However, recent developments have drastically changed my perspective. Following several AI updates and subsequent patches, I began experiencing random reboots and intermittent Wi-Fi disconnections. Although these issues were manageable at first, a recent update led to an endless boot loop, rendering my phone unusable.
Samsung's promise of four years of software updates and five years of security updates now seems hollow, as I am unable to perform these updates on a non-functional device. After taking my phone to two Samsung Service Centers, I was informed that the motherboard is fried and requires replacement. This explanation raises questions about how a software update could cause such severe hardware failure. The suggested cost of INR 41,000 for a motherboard replacement is both unreasonable and unacceptable.
As a result of these issues, I have lost numerous documents, pictures, notes, and beautiful memories. While my wife managed to backup some data occasionally, not everything was saved. This situation has caused significant stress, eroded my trust in Samsung, and left me feeling embarrassed in front of those I had convinced to switch to your brand.
Given the circumstances, I propose the following resolutions:
Samsung buys back the faulty phone and offers me a discount on a current model (though I am skeptical that any can match the camera quality of my S22 Ultra with its personalized settings).
Replace the motherboard of my S22 Ultra at no additional cost to me.
To provide further context, my phone has been meticulously maintained, with no drops, scratches, and consistent use of battery optimization features, protective cases, and screen protectors over the past two years and eight months.
I sincerely miss my phone and hope Samsung will take the necessary steps to rectify this situation promptly and fairly.
