This is extremely frustrating and disappointing. It is the third time this has happened and have had enough of this nonsense...
I synced and backed up all files and data on phone before doing a factory reset so that phone could be sent for repairs. They where supposed to send me a like for like phone as a loan whilst S9 was in for repair.
So they sent me a J6?!...... I have lost a lot of info of files and data when restoring to this phone as a lot of it wasn't compatible. Nice. Not happy!
I retrieved as much as I could of my work records and backup as I could, though lost a lot of it.
Today I received my S9 back like new.
And guess what? Once again I backed up phone, the J6, 3 times over making sure I cover all areas.
Restored the S9 again, only this time half of the files are missing, nowhere to be found......
I will never ever buy or use an Samsung or Android phone again as they have lost my trust.
My wife had an iPhone and has never suffered these issues...