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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