Samsung support? What support.

[Jito463]

Okay, so technically they do have support, but getting through to them is one of the most obnoxious and overly complicated systems I've ever had the misfortune to deal with.  I had an 870 Evo that I bought a year ago which has 170+ bad sectors.  So obviously I need to RMA it back for replacement.

 

First off, they have no option to start an RMA through their website.  They have an RMA submission form, but it requires having first contacted their support.  Even after registering the SSD on their website, I still can't submit an RMA online.  So I finally call their support and opt to use the touch tone interface (because I hate talking to computers).  That system has absolutely no options to select SSD support, and won't put me through to a live person.  Fine, I then call again and use their voice interface.  After eventually getting through to a live person, I'm told they have to send me a form to submit for RMA.

 

Alright, fine.

 

So they e-mail me the form, and I begin filling it out.  They want the usual (name, address, serial number, etc), then they want a copy of my original purchase receipt.  Alright, fine.  Then after all that, I ALSO have to submit a picture of the label on my SSD, because they can't be bothered to actually look at it when I ship it in?  So I have to disassemble my laptop and get the SSD out (which I had to do anyway, but was going to wait until I was ready to ship it), but I have to wait a couple days before I'll have opportunity.  I get an e-mail the very next day, saying that because it's been 24 hours since they e-mailed me, that they concluded I don't need support anymore and have closed my ticket.  24 hours?  That's all I get?

 

Yes, I'm just ranting.  I'm not actually looking for anyone to give me advice on how to deal with them, I just wanted to vent.  That said, I doubt I'll ever buy another Samsung SSD again, if this is the level of support I get.  If anyone is thinking about getting one, just be aware that if you happen to end up with a defective one, you'll be jumping through numerous hoops to get a replacement.  Oh, and because it's been over 90 days since I bought it, they will NOT replace it with a new one, only with a refurbished unit.  It's a 5 year warranty, but good luck getting it replaced properly.  They've just lost any future sales from me.