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El_Polo_Loco-

My Experence with samsung support (IF YOU ARE DECIDING BETWEEN GETTIN A SAMSUNG AND

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Posted · Original PosterOP

Hi,

I think i would let people here know about Samsung support. Keep in mind for the last month and a bit I have been seeing Samsung send out a bunch of galaxy s10 phones to people for free. And If i was Being paid minimum wage for the amount of time I have spent just dealing with Samsung support I would have exceed  the buyout of my phone by a few hundreds dollars.

So a bit of context, I had a galaxy s8 that I revived in may of 2017 and in February of 2018 I noticed I had burn in on my screen. I followed all the steps to get it repaired. I went to my service provider got my phone "fixed" and i thought I would be good for a year or till i get a new phone but I was wrong. 4 Months go by (so in June of 2018) and I notice I have Burn in on my screen again. At that point I was just out of the year warranty for the phone and a month out of the warranty for the repair. for that reason I called Samsung to see if they would do anything. To summarize what happened on the call was they were confused why the last repair had replaced part of the battery (this had to be done while replacing the screen on the phone) and basically told me I'm SOL (sh*t out of luck) because I'm not in the warranty anymore so if i want it fixed it would be out of my own pocket. So instead of risking an other bad repair i paid to upgrade to an S9+.

 

Now a few weeks ago I noticed I had Burn in on my screen, knowing what to do I got the proof of purchase and went to the authorized Samsung repair place to get it fixed and all they would offer is a screen replacement. I declined because of my last experience of getting my phone fixed, which ended with me having to spend a few hundred dollars for that same issue. I then went home and phoned support which did get me anywhere so they transferred me to executive Customer relations, which got me no where also. all they did was give me an email and told me I was talking to the highest person I could Be talking to over the Phone and there is no one in the company I can speak to besides them. these two departments over the phone was the equivalent to reading a FaQ support page and just a wast of time (and generally a huge wast of money for Samsung if all they can say is we cant help you or company policy only lets you get a repair done). So I sent an email to the address I was given and the conversation between me and the ECR manager for Canada.

 

Things To note Before Reading: The A Manager Of customer support spelled my name wrong in the first email and if you read the entire thing you will realize he never paid attention so my emails or what i was saying.

Spoiler

1st email:

Hi,

 

I have just wasted my entire afternoon and evening running around trying to get my issue with my phone fixed but I kept being told the same thing and after hours of doing thing I ended up being given this email. All Samsung support did was tell me thing that I could read on a website, it wasn’t any real support for me. I was given the same answer, sorry for all the problems you had with us we can have your phone repaired.

  My issue is I have burn in on my phone screen and the only option I have been given is to get it repaired. I don’t want to get my phone repaired because with my last phone had the same issue and I got it repaired and four months later the same thing happened to the screen. Since it was a month out of the repair warranty and just out of the 12 month warranty I got told there was absolutely nothing Samsung can do for me so I had the option of replacing the screen out of pocket, hoping it wouldn’t, or upgrade my phone. I upgraded, and that cost me a few hundred dollars to do, and now I’m having the same problem with my new one less than a year later.

All I would like is some support with my issue and not only have the option to be told Samsung only allows us to tell you is you can get it repaired and we can’t do anything even though you had a very bad experience with the same thing in the past. Are you able to do anything or are you stuck only allowed to follow the protocol Samsung has told you?

 ***** Farrow

 

 

1st reply:

Greetings Mr. Sarrow,   (ß spelled My last name wrong on the 1st email)

    We would like to thank you for taking your time to contact Samsung and bring to our attention your concern. In Samsung’s behalf, we do apologize for the inconvenient occurred with your product Model: SM-G965WZAAXAC. I would like to start by explaining that Samsung will further evaluate your request upon received below information requested:

• Picture/scan of printed receipt of purchase along with picture of sticker with product information (model, serial and IMEI)

• Picture of the product illustrating reported concern.

We appreciate your patience and cooperation dedicated into this matter.

 Warmest Regards,

 Jose M. Valerio.

Samsung Electronics Canada. ECR Team Manager

 

 

 

 

2nd email:

Hi,

Attached is a picture of the proof of purchase and product information. I cant get a good picture of the burn in but I have taken it into FONELAB Masonville Place, which is an authorized Samsung repair place, and they were just going to replace the screen.

If you need me to I can go back to them and get them to confirm my issue to you.

Let me know if you need anything else.

***** Farrow

 

 

*(pic of proof of purchase + IMEI and serial pics included)

 

2nd reply:

Greetings Mr. Farrow,

We thank you for get back to us and share supporting documents, however the proof of purchase is incomplete and pictures of the concerned device are still pending. At this time we encourage you to share my email with the repair center for them to share pictures of the device with us, from your end we still require the receipt.

We thank you in advance for your patience and attention.

Warmest Regards,

Jose M. Valerio.

Samsung Electronics Canada. ECR Team Manager.

 

3rd email:

 

 

I actually manage to find someone with a decent camera (it is a bit hard to make out in the picture but it's more prominent in person) also the sheet is the proof of purchase I got from Roger's

*(Pic of proof of punches and x3 of the burn in on the screen were included)

 

 

 

 

 

 

 

 

 

 

 

 

3rd reply:

Kindly greetings Mr. Farrow,

I would like to confirm that we have received the documentation and I’m glad to inform you that Samsung offers you an one time courtesy repair covering both parts and labor costs for the  repair (SCREEN RETENTION ISSUE) service of your product  Model: SM-G965WZAAXAC, IMEI: ******************. Please keep in mind that this authorization is only valid as long as no  physical / liquid damage or software manipulation are found on the product by the authorized repair center; if the service center assign finds any physical / liquid damage or software manipulation then you will be responsible for the cost of the repair labor and parts.

If you accept this offer, please reply to this email with your full name and address as your written consent, so we can set up the service order for you; Shortly after you will receive an email with the information about the Service order created.

Thanks for your cooperation and patience, it’s highly appreciated.

 Warmest Regards,

Jose M. Valerio.

Samsung Electronics Canada. ECR Team Manager.

 

4th email

My phone is in warranty so I can still get my  phone repaired for free.

 

As I stated in my first email to you “My issue is I have burn in on my phone screen and the only option I have been given is to get it repaired. I don’t want to get my phone repaired because with my last phone had the same issue and I got it repaired and four months later the same thing happened to the screen. Since it was a month out of the repair warranty and just out of the 12 month warranty I got told there was absolutely nothing Samsung can do for me so I had the option of replacing the screen out of pocket, hoping it wouldn’t, or upgrade my phone. I upgraded, and that cost me a few hundred dollars to do , and now I’m having the same problem with my new one less than a year later.” So I do not want to get a repair done on it, especially after I spent a few days and over 30hs dealing with Samsung support telling me the same thing over and over again. All they say is I can only get it repaired. I knew I could go get it repaired at the authorized Samsung repair place by my house before I contacted support.

Like at this point if I was working instead of dealing with support I could have made enough to get a brand new s10+. I have not been help at all, just been told something I could have read on a website.                                                                                                                                                                    

My patience is kind of wearing thin now. Can I have someone call me that can actually do something besides say company policy says all I can do is get a repair?

******

(in green is a quote form my 1st email. It is in red on the actual email)

4th reply:

Greetings Mr. Farrow,

I would like to start by explaining Samsung will not be able to accommodate your request for replacement. We inform you that the issue reported is directly related to usage and for such reason, it’s not covered in warranty. Please keep in mind decision to repair the product at no cost for you was grant out of satisfaction gesture. Besides the fact explained, Samsung will require the product to be evaluate by our specialist at our repair center prior to take any further decision, please note Samsung goes by the findings of the aurthorized service center. We encourage you to address the device with pre-paid waybill at your best and earliest convenience.

We encourage you to re-consider the offer and reply back to us with your consent to conditions disclosed with the offer. We deeply apologize for any inconvenient this may cause you.

Any further questions or concerns please feel free to contact our support line 1-800-SAMSUNG and our service agents and service managers will be more than glad to assist you with any general or technical inquiry.

Warmest Regards,

Jose M. Valerio.

Samsung Electronics Canada. ECR Team Manager.

 

 

5th email with no reply at the time of posting:

I never asked for a replacement and I’ve been to the repair place before I contacted support.

 

This is a warning for most, do not pick a Samsung device, once purchased they do not care about you (at least that's what they have come off to me as) this email conversation is only one of the only bad support I have revived from Samsung . You also can not really avoid Samsung screens because they are used on most phones and devices.

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4 minutes ago, El_Polo_Loco- said:

This is a warning for most, do not pick a Samsung device

mine is 6 years old and works fine

different strokes for different folks

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Posted · Original PosterOP
12 minutes ago, emosun said:

mine is 6 years old and works fine

different strokes for different folks

old Samsung devices are great, new ones are garbage. take the note 7 as an example. I loved my galaxy s4 and the galaxy s2

 

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4 minutes ago, El_Polo_Loco- said:

old Samsung devices are great, new ones are garbage. take the note 7 as an example. I loved my galaxy s4 and the galaxy s2

then run an old one if screen burn in is a big concern with you

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Posted · Original PosterOP
39 minutes ago, emosun said:

then run an old one if screen burn in is a big concern with you

i sold them a long time ago, but this isnt about the phone as much as the Samsung support

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This is part of why I have an iPhone, really.

 

Not that Apple is perfect, but if something happens to my iPhone, I can book an appointment at the Apple store, have an official tech look at it in person, and likely walk out with a repaired or replaced phone that same day.  There's no discussions with your carrier or other third parties; you don't get bounced around; and techs even have some discretion if you're just out of warranty (don't count on them having mercy on you, of course).

 

It's funny, so many people claim that Apple is overpriced but forget that some of the cost is going toward things besides the cost of the phone itself.

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Posted · Original PosterOP
On 3/14/2019 at 11:09 AM, Commodus said:

This is part of why I have an iPhone, really.

 

Not that Apple is perfect, but if something happens to my iPhone, I can book an appointment at the Apple store, have an official tech look at it in person, and likely walk out with a repaired or replaced phone that same day.  There's no discussions with your carrier or other third parties; you don't get bounced around; and techs even have some discretion if you're just out of warranty (don't count on them having mercy on you, of course).

 

It's funny, so many people claim that Apple is overpriced but forget that some of the cost is going toward things besides the cost of the phone itself.

I can get a repair on my phone for free till mid June. I just dont want to because last time it did not work and my service provider helped me out a bit

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Posted · Original PosterOP
On 3/14/2019 at 11:07 AM, captain_aggravated said:

NO ONE has good customer service.  Ever.  In any industry.

I know a few that have amazing support with a few hiccups (that they fixed amazingly) but they no one will have perfect support.

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