In the USA I've yet to see Samsung sell this directly or have a counter with technicians. I wonder if this was some Bets Bye or other retailer. Name them.
I have always been an iPhone user but was very impressed by Galaxy S4 and decided to switch about a month ago. I have been regretting the decision every single day for the last 2 weeks. 3 weeks into using the new phone,suddenly all the sensors stopped working (accelerometer, light sensor, proximity sensor etc.). I did some basic troubleshooting and even did a factory reset but nothing worked which was strange as there was no physical damage since the phone was kept with utmost care. I then took my phone to my service provider (as I got it from them) and they redirected me to Samsung service center. I went there and told them about the problem. For what seemed like a hardware issue they kept on insisting that reinstalling the software would fix the problem; which for some reason took them 3 hours! Needless to say the sensors still didn't work after the reinstallation. The biggest shock came next.....I was told to leave the phone at the service center so the technicians could diagnose what the issue is and then decide if they need to repair/replace the unit which would take another 2-3 weeks!! Of course this was totally unacceptable since this is the only phone I have. Here's my point of view about the entire situation:
1) In this day and age how can someone tell me I need to be without a phone for almost a month unless they expect me to buy a new phone just so my one month old phone can be fixed?
2) While I am surprised with the major faults that the "Flagship Model" developed after 3 weeks of use, I'm shocked at the after sales service. As a customer I expect (and deserve) much better than this
3) Regardless of where I got my phone from (service provider or store) Samsung should take full ownership of the issue and either repair my phone within a reasonable time frame (NOT 5 days for diagnosis and 2-3 weeks for follow up) or provide an immediate replacement, no questions asked
I feel these are very reasonable asks from someone who thought was buying a premium product and supposedly the "best phone available in the market" but ended up with a phone that is no more than a large entry level phone with a better display since the features that I bought the phone for don't work!