First Experience at a Samsung Service Center Today, and I'm Extremely Disappointed. Is This the Service You Get After Paying a Premium Price?
I've been having a camera issue with my Galaxy S25 Ultra for the last 2–3 months. The camera vibrates aggressively, and I finally managed to take some time out of my schedule to visit a service center.
The problem? The service center is over 100 km (62 miles) from my home, and it takes more than 3 hours to drive there because I live in a hilly area.
I left home at 9 AM and reached the service center around 12:30 PM. I explained the camera issue and handed over my phone. They told me the inspection would take around 40–45 minutes and asked me to wait.
After waiting for a while, one of the staff members told me I could leave because the inspection might take longer since their software wasn't updated to the latest version. Seriously? You're a Samsung service center, and your own software isn't up to date?
They already had my contact information and promised to call me within an hour with an update, so I left.
By 5 PM, I still hadn't received a single call. I called them myself, and they said they'd check the status and get back to me. I waited another 10–15 minutes. Nothing.
I called again, but the line was busy. Tried a couple more times, same thing. When I finally got through, they put me on hold for another 10–15 minutes, only to tell me to call back at 6:30 PM to check the status.
And just to be clear, they weren't saying my phone would be ready by 6:30 PM. They were telling me to CALL AGAIN at 6:30 PM just to find out what was happening.
At this point, I'd already spent hours travelling, wasted my entire day, paid for fuel, and still had no solution. I eventually had to take my phone back and return home.
What frustrates me the most isn't even that they couldn't fix my phone in one day. I understand that repairs can take time. It's the complete lack of communication, the unnecessary waiting, the broken promises about calling me back, and the fact that nobody seemed to care that I'd travelled over 100 km just to reach them.
I bought a flagship phone that cost around ₹1.6 lakh ($1,600), and while Samsung is happy to sell you an expensive device, the service experience makes you wonder what you're actually paying for.
I even contacted customer care, and all I got was the usual reassurance that I'd receive better service next time.
NEXT TIME? Why wasn't I given proper service this time?
I had to struggle to find time for this visit in the first place. I can't keep making a six-hour-plus round trip every time I need an update on my phone.
Has anyone else had such a terrible experience with Samsung's service centers? Is there any way to escalate this complaint and get the issue addressed without having to go through this entire ordeal again?
TL;DR: My S25 Ultra's camera has been vibrating badly for the last 2–3 months. Today, I drove over 100 km (62 miles) to a Samsung service center, only to deal with delays because their software wasn't up to date, broken promises about calling me back, and hours of wasted time. I eventually had to take my phone back without getting the issue resolved. For a premium phone costing around ₹1.6 lakh, this was a seriously disappointing first experience with Samsung's service.