₦airaland Forum

If you're planning to buy a Samsung Galaxy phone in Nigeria because of the 2-year warranty boldly printed on the carton, please read my experience before spending your hard-earned money.

I used to believe that buying a brand-new phone from a recognised brand with authorised service centres in Nigeria meant peace of mind. I deliberately avoid fairly used (Tokunbo) phones because of the uncertainty surrounding their history and condition. I also avoid some smartphone brands because they don't have reliable service centres in Nigeria.

So why should I buy a brand-new Samsung phone with a 2-year warranty and still need a lawyer to get a factory-defective phone replaced?

I purchased my Samsung Galaxy phone from Finet Communication Limited on October 13, 2022. Less than one month later, it developed a serious fault. Flight Mode would activate automatically, disconnecting the mobile network and making calls impossible.

Samsung's own authorised service centre confirmed that it was a factory defect.

What followed was months of frustration, repeated repairs, wasted transportation expenses and endless movement to and from the service centre.

The technical service partner handling the repairs was Best Raya Service.

The phone was repaired up to seven times, although only two repairs were formally documented. Best Raya Service even replaced the phone's panel, yet the original fault persisted.

**This raises a serious question: If the panel was replaced, why did the exact same factory defect continue? Was the actual cause of the problem properly identified and resolved?**

I am not a phone technician, but I believe a customer deserves a clear explanation when repeated repairs fail, especially on a brand-new phone under warranty.

I was patient enough to allow the technicians to do their work repeatedly. But how many times should a customer accept repairs on a phone that developed a confirmed factory defect within its first month?

Eventually, I requested a replacement, but Samsung refused.

After further disagreements and unsuccessful attempts to resolve the matter, I instructed my lawyer to write to the parties involved.

It eventually took legal intervention before a replacement was arranged, yet the dispute was still not satisfactorily resolved.

Now, here is my question to Nigerians:

**How many ordinary Nigerians can afford to spend millions of naira pursuing legal proceedings because a phone worth less than ₦1 million developed a factory defect within its first month?**

What exactly is the purpose of a 2-year warranty if a customer must endure repeated unsuccessful repairs and involve a lawyer before getting a replacement?

Finet Communication Limited, the retailer that sold me the phone, also failed to provide the assistance I expected. I believe they should have played a more active role in resolving the complaint.

Instead, during the legal proceedings, Finet filed a ₦7 million counterclaim against me. Thankfully, the court overruled that counterclaim.

Nearly four years later, I am still seeking a fair resolution.

My experience has completely changed how I view Samsung's warranty promises. Personally, I would rather consider another smartphone brand than go through this ordeal again.

I am not saying every Samsung customer will have my experience. But if you're buying a Samsung Galaxy because the carton says "2 Years Warranty," please don't assume that getting a satisfactory remedy will necessarily be easy.

Samsung manufactured the phone. Finet sold it to me. Best Raya Service handled repeated repairs, including the panel replacement. Yet I was the one left dealing with months of stress and a prolonged legal dispute.

**A warranty should protect customers, not leave them facing years of frustration.**

Before buying your next Samsung Galaxy phone, ask yourself: If something goes wrong within the first month, can you afford the time, stress and legal expenses I have endured?

Read my earlier Nairaland discussion and the responses from other users here:

https://www.nairaland.com/8764490/samsung-warranty-dispute-how-ended

Attached is from another customer

coindecimal:
If you're planning to buy a Samsung Galaxy phone in Nigeria because of the 2-year warranty boldly printed on the carton, please read my experience before spending your hard-earned money.

I used to believe that buying a brand-new phone from a recognised brand with authorised service centres in Nigeria meant peace of mind. I deliberately avoid fairly used (Tokunbo) phones because of the uncertainty surrounding their history and condition. I also avoid some smartphone brands because they don't have reliable service centres in Nigeria.

So why should I buy a brand-new Samsung phone with a 2-year warranty and still need a lawyer to get a factory-defective phone replaced?

I purchased my Samsung Galaxy phone from Finet Communication Limited on October 13, 2022. Less than one month later, it developed a serious fault. Flight Mode would activate automatically, disconnecting the mobile network and making calls impossible.

Samsung's own authorised service centre confirmed that it was a factory defect.

What followed was months of frustration, repeated repairs, wasted transportation expenses and endless movement to and from the service centre.

The technical service partner handling the repairs was Best Raya Service.

The phone was repaired up to seven times, although only two repairs were formally documented. Best Raya Service even replaced the phone's panel, yet the original fault persisted.

**This raises a serious question: If the panel was replaced, why did the exact same factory defect continue? Was the actual cause of the problem properly identified and resolved?**

I am not a phone technician, but I believe a customer deserves a clear explanation when repeated repairs fail, especially on a brand-new phone under warranty.

I was patient enough to allow the technicians to do their work repeatedly. But how many times should a customer accept repairs on a phone that developed a confirmed factory defect within its first month?

Eventually, I requested a replacement, but Samsung refused.

After further disagreements and unsuccessful attempts to resolve the matter, I instructed my lawyer to write to the parties involved.

It eventually took legal intervention before a replacement was arranged, yet the dispute was still not satisfactorily resolved.

Now, here is my question to Nigerians:

**How many ordinary Nigerians can afford to spend millions of naira pursuing legal proceedings because a phone worth less than ₦1 million developed a factory defect within its first month?**

What exactly is the purpose of a 2-year warranty if a customer must endure repeated unsuccessful repairs and involve a lawyer before getting a replacement?

Finet Communication Limited, the retailer that sold me the phone, also failed to provide the assistance I expected. I believe they should have played a more active role in resolving the complaint.

Instead, during the legal proceedings, Finet filed a ₦7 million counterclaim against me. Thankfully, the court overruled that counterclaim.

Nearly four years later, I am still seeking a fair resolution.

My experience has completely changed how I view Samsung's warranty promises. Personally, I would rather consider another smartphone brand than go through this ordeal again.

I am not saying every Samsung customer will have my experience. But if you're buying a Samsung Galaxy because the carton says "2 Years Warranty," please don't assume that getting a satisfactory remedy will necessarily be easy.

Samsung manufactured the phone. Finet sold it to me. Best Raya Service handled repeated repairs, including the panel replacement. Yet I was the one left dealing with months of stress and a prolonged legal dispute.

**A warranty should protect customers, not leave them facing years of frustration.**

Before buying your next Samsung Galaxy phone, ask yourself: If something goes wrong within the first month, can you afford the time, stress and legal expenses I have endured?

Read my earlier Nairaland discussion and the responses from other users here:

https://www.nairaland.com/8764490/samsung-warranty-dispute-how-ended

coindecimal:
If you're planning to buy a Samsung Galaxy phone in Nigeria because of the 2-year warranty boldly printed on the carton, please read my experience before spending your hard-earned money.

I used to believe that buying a brand-new phone from a recognised brand with authorised service centres in Nigeria meant peace of mind. I deliberately avoid fairly used (Tokunbo) phones because of the uncertainty surrounding their history and condition. I also avoid some smartphone brands because they don't have reliable service centres in Nigeria.

So why should I buy a brand-new Samsung phone with a 2-year warranty and still need a lawyer to get a factory-defective phone replaced?

I purchased my Samsung Galaxy phone from Finet Communication Limited on October 13, 2022. Less than one month later, it developed a serious fault. Flight Mode would activate automatically, disconnecting the mobile network and making calls impossible.

Samsung's own authorised service centre confirmed that it was a factory defect.

What followed was months of frustration, repeated repairs, wasted transportation expenses and endless movement to and from the service centre.

The technical service partner handling the repairs was Best Raya Service.

The phone was repaired up to seven times, although only two repairs were formally documented. Best Raya Service even replaced the phone's panel, yet the original fault persisted.

**This raises a serious question: If the panel was replaced, why did the exact same factory defect continue? Was the actual cause of the problem properly identified and resolved?**

I am not a phone technician, but I believe a customer deserves a clear explanation when repeated repairs fail, especially on a brand-new phone under warranty.

I was patient enough to allow the technicians to do their work repeatedly. But how many times should a customer accept repairs on a phone that developed a confirmed factory defect within its first month?

Eventually, I requested a replacement, but Samsung refused.

After further disagreements and unsuccessful attempts to resolve the matter, I instructed my lawyer to write to the parties involved.

It eventually took legal intervention before a replacement was arranged, yet the dispute was still not satisfactorily resolved.

Now, here is my question to Nigerians:

**How many ordinary Nigerians can afford to spend millions of naira pursuing legal proceedings because a phone worth less than ₦1 million developed a factory defect within its first month?**

What exactly is the purpose of a 2-year warranty if a customer must endure repeated unsuccessful repairs and involve a lawyer before getting a replacement?

Finet Communication Limited, the retailer that sold me the phone, also failed to provide the assistance I expected. I believe they should have played a more active role in resolving the complaint.

Instead, during the legal proceedings, Finet filed a ₦7 million counterclaim against me. Thankfully, the court overruled that counterclaim.

Nearly four years later, I am still seeking a fair resolution.

My experience has completely changed how I view Samsung's warranty promises. Personally, I would rather consider another smartphone brand than go through this ordeal again.

I am not saying every Samsung customer will have my experience. But if you're buying a Samsung Galaxy because the carton says "2 Years Warranty," please don't assume that getting a satisfactory remedy will necessarily be easy.

Samsung manufactured the phone. Finet sold it to me. Best Raya Service handled repeated repairs, including the panel replacement. Yet I was the one left dealing with months of stress and a prolonged legal dispute.

**A warranty should protect customers, not leave them facing years of frustration.**

Before buying your next Samsung Galaxy phone, ask yourself: If something goes wrong within the first month, can you afford the time, stress and legal expenses I have endured?

Read my earlier Nairaland discussion and the responses from other users here:

https://www.nairaland.com/8764490/samsung-warranty-dispute-how-ended

If the phone develops a fault, go to a Samsung service center to get a replacement and don't just go and start repairing it. I bought a Samsung tablet from Dubai, the screen got damaged, they replaced the screen for me at zero cost.

Did you find time to read what i wrote?

They fixed that phone over 8 times, and even replaced the panel.
Yet they refused to swap it knowing that the phone is a factory defect.

TEYA:
If the phone develops a fault, go to a Samsung service center to get a replacement and don't just go and start repairing it. I bought a Samsung tablet from Dubai, the screen got damaged, they replaced the screen for me at zero cost.