For the past three months, I had been eagerly waiting for the release of the Samsung S26 Ultra. Like many tech enthusiasts, I followed every update, every leak, and every review preview. The anticipation built steadily, and I had already decided that this would be my next phone.
As soon as pre-orders opened, I made my reservation. I was determined to secure the best possible deal, so I visited two different mobile phone retailers at City Centre Ajman to compare their trade-in offers. After evaluating both, the Samsung branch provided the better offer, so I completed the pre-booking and paid the required reservation amount.
Forty-eight hours later, I contacted them to check on the device. I was informed that the phone had arrived and that I could come and collect it. Naturally, I was excited. After waiting three months, the moment had finally come.
I went to the store full of anticipation, ready to hold the device I had been looking forward to for so long. However, what started as a happy moment quickly turned into disappointment.
Upon arrival, I was informed that the promotional gifts we had agreed upon were not available and would arrive on another day. Additionally, I was told that the system was not working, which meant they could not process the trade-in transaction as originally agreed.
The staff contacted the manager, Mr. Suresh, to resolve the situation. Unfortunately, the options presented to me were limited: either wait until the system started working, return another day, or pay in cash instead of using the agreed trade-in arrangement.
After waiting three months for this device, I felt pressured to proceed. Reluctantly, I chose to pay in cash, even though this was not the original agreement. I am now still waiting to receive the charger and wireless charger that were part of the promotional package.
While the Samsung S26 Ultra itself is undoubtedly an impressive device, the purchasing experience plays a crucial role in customer satisfaction. When expectations are set during pre-booking—especially regarding trade-in agreements and promotional gifts—customers naturally expect those commitments to be honored smoothly and professionally.
Technology evolves rapidly, and flagship devices generate excitement and loyalty. However, service execution at the point of sale remains just as important as the product itself.
I hope this feedback serves as a reminder that customer experience does not end with the product launch—it begins there.
Mohamed Ahmed Fouad Amin is the Founder and Managing Director of WeValue Real Estate Valuation & Advisory and the Founder of Al Fouad Real Estate Valuation Services EST. He is an Executive Contributor at Brainz Magazine and a member of FIABCI (International Real Estate Federation) and ACAMS (Association of Certified Anti-Money Laundering Specialists). He also serves as a lecturer at ThinkProp Institute, affiliated with the Abu Dhabi Land Department.
His commentary focuses on governance, risk management, operational integrity, and customer experience, examining how execution and accountability shape long-term brand trust and business sustainability.
