Samsung India Electronics Pvt Ltd - Samsung Galaxy Ultra motherboard failure refusal of goodwill support despite premium device and NHC

Samsung Galaxy S** Ultra, a premium flagship smartphone purchased on **/**/**** for approximately ₹*,**,***, developed a sudden motherboard (PBA) failure under normal usage conditions. The device had no physical damage, no liquid damage, and was handled with due care.

The authorized Samsung service center diagnosed the issue and quoted ₹**,*** for repair/replacement of the motherboard.

Considering that this is a premium flagship device and such a critical failure is not reasonably expected within this usage period, I requested goodwill support from Samsung. However, Samsung refused any assistance and insisted on full chargeable repair solely on the basis that the product is out of warranty.

I escalated the issue directly with Samsung customer care and specifically requested a fair goodwill resolution, including willingness to bear a reasonable portion of the cost. Despite this, Samsung maintained its refusal.

I also raised a complaint through the National Consumer Helpline, but the matter was closed without resolution due to Samsung’s refusal to provide any support.

The sudden failure also resulted in loss of important personal data stored on the device, causing significant inconvenience, hardship, and mental distress.

This amounts to deficiency in service and unfair trade practice, as a premium flagship product is reasonably expected to demonstrate durability and reliability, and forcing a consumer to bear the full cost of premature core component failure is unfair.

Resolution sought: Free repair/replacement OR substantially subsidized repair under goodwill support, along with compensation for inconvenience and hardship caused.