The viral video includes CCTV footage of the technician using the phone that came for repair and accessing personal data, raising some fresh questions about how customer devices are handled during repairs.
The person who posted the video claimed that he had submitted his smartphone for servicing and later noticed irregular activity in the device’s screen-time records. According to his account, the phone showed close to 10 minutes of usage while it was at the service centre, including nearly two minutes of activity on WhatsApp. He alleged that personal applications were accessed without his permission.
The situation reportedly escalated when he confronted the service centre staff. The complainant said the manager initially responded cooperatively, but claimed that the owner later made indirect threats. He also alleged that while the service centre had agreed to share complete CCTV footage covering the repair duration, only a brief two-minute clip was eventually provided.
The CCTV video, which the individual has shared online, allegedly shows a technician opening WhatsApp, browsing through media files and typing on the handset. The customer has described this footage as clear evidence of unauthorised access to personal data and a breach of trust.
Even after the incident, the individual said he has filed a complaint with the national consumer helpline and the police, seeking an investigation into the matter. The claims have since triggered widespread discussion online, with users expressing concern over data security at authorised repair facilities.
We have also reached out to Samsung for the official response addressing the specific allegations. The incident has sparked a fresh debate on social media platforms, including X and Reddit, with people asking for stricter repair protocols, greater transparency and stronger safeguards to ensure that customer data remains protected.
What you can do to keep your phone’s data safe while repairing
Many phone makers, including Samsung, offer Repair Mode that can be enabled. For the unversed, the feature creates a secure, temporary environment on the device for technicians to fix hardware issues without accessing the private data.
How to enable
You activate it in Settings (System > Repair Mode), requiring your PIN, and exit it the same way after getting your device back.