Christine Jones, 11 Clare Street Sylvania NSW 2224 TICKET NO [protected]. Mobile [protected] and [protected]. I wish to place a complaint against Vodafone/Samsung in regard to the above Ticket number. I purchased an Upgrade on 5 July 2021 via Vodafone from Samsung Galaxy FE to Samsung Galaxy Note 20 ULTRA. From the day I opened the new device and smart-switched all data from previous device to new device, I experienced no microphone/speaker sound, therefore having to switch on speaker in order to hear the person on other end. I was advised by Vodafone to book appointment at local store, Miranda, Westfield, 2228 Sydney 24 July at 12.30pm, which was risky, as my area was under Covid Lockdown and under restrictions not to leave home unless work-related or Emergency. I was also working so limited to appointments to Vodafone. On attending this store at Miranda, the staff of 2 men, had NO knowledge of Samsung and they advised me that they only had Apple knowledge only (not Samsung which I found absurd and inappropriate and therefore had no product knowledge of Samsung despite working in a Vodafone store with many products?) They did not want to touch/test my device due to Covid and I was advised that brand new device would have to be sent away with a 2 week turnaround to be assessed (with no replacement device), or alternatively attend Harvey Norman, Caringbah 2229, who are a Samsung Repair Authorized Centre, with a 2 day turnaround option). As I had no device at home to insert Sim Card, I opted for Harvey Norman with the shorter turnaround and deal with no device for this time . In fact, it was 5 days before my device was returned to me, with a fault in the device confirmed, which was repaired! I attended the Vodafone store, Miranda on 31 July at 10.30am to make a complaint. I was basically informed that there was nothing that I could pursue in terms of compensation for the inconvenience placed on me, and the fact that I was sent a faulty device in the first instance. I have been a long-term Vodafone/Samsung mobile customer since Vodafone were introduced but after this experience, I am reluctant to update to Samsung in the future, instead maybe changing to Apple where the reviews are outstanding and therefore changing over to a new Provider. My colleague and my cousin are long-term Apple users and when they both experienced problems, even after 6 months, the device was replaced instantly, which shows extreme professionalism from Apple as apposed to Samsung. Vodafone Call Centre, on the other hand had not offered me that option on a brand new device, instead inconveniencing me for one week (with no device on hand), but instead offered me a $25 credit??? which I consider disgraceful, taking into account that I was sent a factory faulty device before I even opened the seal on the brand new device box. I am disgusted, stressed, frustrated and disappointed with Samsung and Vodafone for placing this stress onto myself, a customer who has been loyal for a long period of time. I am contracted to Vodafone with this new, initially faulty device, but when the time arises near expiry of contract, I will transfer over to Apple and not contract to Vodafone or Samsung . I have nothing but disrespect for this experience. If I were to purchase a faulty product of any product, I would head back to place of purchase for a refund or replacement, but this was not the case with a FAULTY EXPENSIVE SAMSUNG DEVICE, with no-one taking responsibility. I was not even given the respect of receiving a confirmation of conversation email from my Samsung Customer Service Officer today whom I spoke with at around 11.15pm 2 August 2021 today, which amount to around 45 minutes of my time, as promised, to confirm this complaint. I am very, very disappointed from all aspects of this experience. To finalize this complaint and email, I will never recommend Samsung nor Vodafone to family members or friends in the future, as this has been nothing but a disgrace and very disrespectful experience. I may also contact the Department of Fair Trading to resolve this issue. Have a great day! Christine Jones