Dear Samsung Gulf Management,

I am writing to formally escalate a complaint on Samsung service center in Deria City Center regarding my samsung Galaxy Z Flip 6, which developed a screen fault (vertical line) while still under warranty.
Samsung customer support team clearly informed me that this issue was fully covered under warranty, based on which I submitted my device to an authorized Samsung service center.
After submission, I was told the technician would contact me to confirm the warranty status. However, I received no communication whatsoever. After several days, I was notified via SMS that my device was “ready for collection.” Initially, the job status displayed “Warranty Repair”, but it was later changed to “Out of Warranty”, with a demand for AED 1,026—without any explanation or consent from me.
When I requested to collect my device without repair, it was returned in worse condition than when I submitted it. Furthermore, your customer service refused to escalate my case or take responsibility for the misinformation and resulting damage.
This conduct constitutes a clear violation of UAE Federal Law No. 15 of 2020 on Consumer Protection, specifically:
Article 4 – The consumer’s right to accurate and clear information.
Article 10 – The supplier’s liability for misleading information or service mishandling.

I therefore request the following:
1. Immediate escalation of my case to Samsung Gulf’s senior customer experience management.

2. Written clarification of why my warranty status was altered after initial confirmation.

3. Free repair or replacement of my device under warranty, as originally confirmed by Samsung support.

4. Restoration of my device

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I bought a Samsung TV back in February this year. After three months we came back from our family outing to find the tv not functioning. After several complaints to Samsung they sent their teams and insisted that the TV screen is broken instead. We tried to explain to them that the house was empty when we came back found it faulty to no avail. Went back to Sharaf DG to complain about the same, at first they gave me hope that I am able to replace it through their service since it wasn’t past the warranty date. After checking, the manager went back to me with a complete refusal on the case again. The cost of fixing the screen is as high as buying a new set… this is a completely unfair treatment from both Samsung and Sharaf Dg who recommended I buy a new set instead….