Thank you for your email dated 08th December 2024.

First, I would like to appreciate your action for highlighting us. Rest assured, I will be more than happy to assist you with this email.

We understand the content that you have written to us, and from our understanding after you finished referring to the Service Center, Advice and feedbacks received from the respective service center is your device need a screen replacement with chargers applied to it due to your device are out of warranty.

I apologize for the unpleasant experience you have faced. I know this is a huge disruption to your day. You have our assurance that we take your concern seriously, and we want to put matters right so that we could give the best service to you.

Pertaining to your concern, we have not received any information regarding any offer by our Headquarters. Whilst it is our desire to deliver the best experience to our customers, it is also our responsibility to apply the term fairly to our valued customers. Hence, we regret to inform you that we are not having any free screen replacement Champaign at this moment of time.

However, Samsung is committed to providing the best possible mobile experiences and product quality continues to be one of our top priorities. If your device shows any patch or line symptoms, please visit an Authorized Samsung Service Center to receive the appropriate care for your device.

Once a product is out of the warranty period, that repair is chargeable, however, please note that our engineers are Samsung experts and will provide top-quality service to ensure that your device is once again working at its very best. You will also receive a warranty from us on the repair work done.

I hope that the above information is helpful. Please write back to us if you have any queries. We will be glad to assist you further. I would greatly appreciate it if you could rate my service to you by taking a quick survey at the bottom of this email.

Subject: Escalation: Request for FOC Replacement for Green Line Defect on Samsung Phone

Dear Edward Han,

I hope this email reaches you in good health and spirits. I am writing to escalate an unresolved issue regarding a defect in my Samsung Galaxy S23 (Model: SM-S911BZGCXME, S/N: RFCWxxxxx, IMEI: 3587099xxxxxx). Specifically, the device has developed a persistent green line on the display, which has not been caused by any mishandling or accidental damage.

After researching and engaging with other Samsung users, I have discovered that this issue is widespread and has been reported by numerous customers. It appears to stem from a manufacturing or design defect, which I believe makes this a matter of corporate responsibility rather than an isolated case.

Unfortunately, when I approached Samsung Malaysia’s customer service team, I was informed that I would need to bear the cost of repair or replacement. This response has left me deeply disappointed, as I believe that loyal customers like myself should not be penalized for what appears to be a product defect. I have always appreciated Samsung’s commitment to innovation and quality, and I expected the after-sales service to reflect the same values.

As the CEO of  Malaysia, I am confident that you value customer satisfaction and brand trust. I kindly request your intervention to ensure that this defect is rectified at no cost to me. Offering free-of-charge repairs or replacements in cases like these would reinforce Samsung’s reputation as a brand that stands by its products and values its customers.

I sincerely hope that you will take this matter under consideration and help expedite a favorable resolution.

Thank you for your time and understanding. I look forward to your response and a resolution to this issue. Please feel free to contact me at XXXX@gmail.com or 0163xxxx should you need additional information.

Warm regards,

XXXX bin xxxx
XXXX@gmail.com
0163xxxx
(Model: SM-S911BZGCXME, S/N: RFCWxxxxx, IMEI: 3587099xxxxxx)

Re: Escalation: Request for FOC Replacement for Green Line Defect on Samsung Phone
Inbox
noreply <noreply@email.support.samsung.com>

11 Dec 2024, 16:04 (17 hours ago)

to me

Dear XXX,



Thank you for reaching out to Samsung Malaysia CEO Office. We sincerely regret to learn the experiences you have with your Device, Galaxy S23.



We understand the concerns you have highlighted in your email and we aim to resolve this matter with you amicably. Regarding the matter, we would advise you to surrender the Device to our Authorized Service Centre for evaluation check.



Our service centre technician team will further assist and advise the highlighted issue of your Device. On top of that, once the technical report is available, our Service Management team will review accordingly and update you on this matter.